Share review of Bounds Green Group Practice

Bounds Green Group Practice 2023-12-20 Person 4 5 0

Getting an Appt at the 8.00am & 12noon stated time-slots are not always easy, as l call at the exact times and yet find that l am nos 8 - 12 in the tel. queue, and miss getting an appointment. We patients cannot blame the Receptionist Staff for that, as they can only give out available appointments. On two occasions that l missed getting face-to-face appointments, l was blessed to speak with two very kind & patient Receptionists who enquired as to my reason for calling, and once l gave this, l was offered two telephone Appts. On a 3rd occasion, l personally requested to see a particular G.P. for an Asthma & Diabetic review, and gladly accepted an Appt for the following week. We patients are aware that there aren’t enough G.P.’s to meet the primary care needs of us patients, and in times when we can’t get an Appt for the day the request was made, consider requesting for one for a few days time, or making use of other options such as the Walk-in Centre or Hospital A&E, which l have done in my manual wheelchair. I have also turned to NHS 111 for advice. The only reason why I’m not giving five stars here is that, l have noticed on quite a few busy occasions at the surgery, that none of the Admin staff (left their computers) to get up to assist the Receptionists, despite there being a long queue of patients including the elderly on walking sticks & crutches, and Mothers with their babies in pushchairs. I spoke up, kindly requesting that the Admin Computer staff assist the Receptionists which they did, but l shouldn’t have had to do that. The onus should be on them to assist the Receptionists during busy periods.

Get the Admin staff to help the Receptionist during very busy times. Practice Manager should observe any staff member who needs support, additional training etc and provide it, for if not, one not-so-competent-staff member gives the whole team a ‘bad name/reputation’!