Beversbrook Medical Centre

Hello there, I am very sorry to hear this - it certainly doesn't sound like you have had the best experience of our Practice and I would like to try my best to help you resolve the problems you have been having. We have two online systems which can be used by patients. The first, which you have used, is Doctorlink, which is completed by patients to provide a summary of their symptoms and, if they are happy to do so, is then shared with us as a summary of assessed needs - we use this summary to make sure that you are booked an appointment with the best clinician as early as possible. This appointment is usually made between one and three days. We do use a wider clinical team than just our Doctors, this is to ensure that our patients are seen quickly by the most appropriate clinician to suit their clinical needs. The Doctorlink summary helps us to do this safely and gives the clinician more of an idea of why you are coming in beforehand so that they can make the most of the appointment time with you. We would certainly suggest that you check with Doctorlink as soon as you start experiencing symptoms as this will help to give you advice on self-management and will also add this summary of assessed needs to your record, which means when you do attend, your clinician can see how your symptoms have been progressing and take this into consideration accordingly. With regards to your comments about pregnant patients or those bleeding profusely, unfortunately our triage team cannot see pregnant patients as they would usually be under the care of their Midwives or their named accountable GP and anyone bleeding profusely should contact NHS 111 or, if they can get there safely, should visit the local minor injuries unit in Chippenham. I apologise if you feel that you have been given advice to suggest otherwise and I hope that this clarifies things. The other system which you may find helpful is Systm Online, which is your own personal online account. You can see a live version of our available appointments, order medication, view your own records and even send a direct message to your own GP through your Systm Online account. You may find that this also helps you when looking for availability sooner than two weeks as you can take advantage of any cancelled appointments or extra appointments which are released. I know my team would be more than willing to assist you should you require any help on either Doctorlink or Systm Online in the future and should you wish to discuss your experience or any other matter with me please do not hesitate to contact me at emmybutcher@nhs.net and I will be more than happy to assist. Kindest regards, Emmy Butcher - Managing Partner

Hello there, thanks for your feedback which is very much appreciated. I am disappointed that we don't appear to have lived up to the usual high standards which we strive for here and I am very sorry that this has been your experience. I would like to speak to you further about your visit if you are willing and would welcome contact to me at emmybutcher@nhs.net so we can explore what went wrong here. I feel that we could certainly work together and take your feedback to make improvements to ensure this is not the experience of other patients in future and I would like to hope we can provide a better service for your next visit. I hope to hear from you soon and in the meantime, thanks again for your feedback - it's very helpful. Kindest regards - Emmy Butcher, Managing Partner

Hello there, thanks for your feedback, it's really helpful - I am sorry to hear that you were left waiting longer than anticipated and would like to investigate this further to prevent it happening to other patients in the future. If you are willing, I wonder if you would be so kind as to contact me on my direct e-mail at emmybutcher@nhs.net so that I may take more details and look into this accordingly. On average our patients visit our waiting room for no longer than 12 minutes before being called in by their clinician, so if you do have a longer wait than this in future please let your Receptionist know so that they can update you on progress. In the meantime, however, I am pleased to hear that the rest of the service we offered was of the same high standard we strive for and once again thank you for your feedback. I hope to hear from you soon. Kindest regards, Emmy Butcher - Managing Partner