Minnis Road, Birchington, Kent, England, CT7 9HQ
Following a complaint regarding the dissemination of test results that my mother had had and the realisation of the complexities of the NHS and responsibilities of GP's and hospital consultants I have to give credit to the Practice Manager, Hannah, for resolving these issues. You have efficeintly dealt with the issues raised and I would like to thank you and the surgery staff for the assistance you have given - please pass on the compliment to those concerned as I realise we are quick to criticise and not so generous with praise.
A few days ago I gave credit for your attention to my problem now I want to do so again this time for my wife Maureen Clark. Sincere thanks to Barbara and the team for helping us out of an unpleasant experience simply by listening and thoroughly checking her patient. All is much improved with a referral to cardiac consultant which we all feel will have a good result. Once againour sincere thanks for all you do best regards Walter Clark
Dear Mr Clark Thank you so much for your kind feedback. I shall of course ensure this is shared with Barbara and the wider team. We wish you both well, and thank you again for taking the time to leave us your feedback. Hannah Price Practice Manager
Please give my thanks to Dr Martin for the care and attention she gave my wife.
Dear Sir Thank you for kind feedback. I shall make sure this is passed to Dr Martin. If you would like to email me with your wife's name, I can then ensure that Dr Martin knows who the 'thanks' is from? Our secure email address is email@example.com Thank you and best wishes Hannah
Went into the medical centre to make an appointment and was given one the same day. The staff were professional, efficient and caring. Excellent service, I give them 10 out of 10. In America, people go bankrupt because they cant pay their medical bills. My appointment and any subsequent treatment is free. Thank you NHS. Thank you all at Birchington medical centre, from a grateful patient.
Dear Patient Thank you for your kind feedback. I am delighted to hear you were pleased with the service you received from us this morning. I shall ensure your feedback is shared with the whole team here at the surgery. Hannah Price Practice Manager
The text survey is rubbish - YES I would absolutely recommend my doctor, Dr Osmers is the most compassionate, caring and helpful doctor. I wholly recommend her for medical care as well as the 2 Nurse Barbaras. NO I do not recommend the Administration or the Reception. The receptionists are miserable looking, ignore you during quiet times preferring to turn their back on the window to gossip to the person manning the phone. Information is not being put on file by the administration. Expecting a new prescription to have been done and the items ready in the next door pharmacy, I had to go into Reception to ask where it was. This was already after emailing, talking on phone to a Secretary and calling in once before. I was grilled as if a criminal because the Receptionist couldn't find any record of any of this request / phone call, etc. I couldn't remember the exact name of my medication asked who I had spoken to (over 2 weeks before and I I assumed it was sorted hadn't expected to have to have this information to hand). I was told no one of that name works at the surgery. I have since learned from a member of the public, that there is a person of that name. Because of the weekend I got the medication 5 days later. I have been in the waiting room when a man was begging the Receptionists to tell him why he hadn't had results from tests three weeks beforehand for prostrate cancer. She obviously didn't make him feel heard. He had called in three times already. He was beside himself with worry. This was played out in public. Also met by chance a very elderly man who had been bitten by a cat, sent to Herne Bay for a tetnus injection to find that they couldn't give him one there - and there are automated messages when you wait about SEPSIS KILLING. There were great Receptionists two years ago who were very helpful, always smiled and welcomed me as if they recognised me. Dread going there now, muddle through as best I can - anything not to have to make an appointment or be face to face with those defensive, unfriendly people behind the glass. Point in case, just tried to renew a repeat prescription on-line and its not on my On-line Patient account but anti-depressants I have not taken since October are (and by the way no one chased me up about it). A few weeks ago I went to the Doctor and told her I had taken myself off them because they were giving me glaucoma. I have also had a referral in for a year for PTSD counselling. Asked Dr Osmers to check the referral as I have heard NOTHING. I have no faith that the Administration is able to cope or effective.
Dear Patient Thank you for taking the time to leave feedback. I am concerned to learn of the experiences you report and wonder if your concerns would be better handled as a complaint, whereby I can look into these matters for you? If this would be helpful to you, and myself in identifying where improvements could be made, please do send me an email on firstname.lastname@example.org and include your name and address so I can contact you personally. Yours sincerely Hannah Price Practice Manager