Brixton Hill Group Practice

Written by a patient

Let me start by saying I love the NHS: I have worked in it, it has saved my life and the lives of many people I know. Now that I have said that, it will be clear what I mean when I say that Brixton Hill Group Practice is the most astonishingly disorganised, incapable organisation I have ever had the misfortune to deal with. Despite purporting to keep records, no single person, receptionist, back office staff or doctor ever knows what anyone else has actually been doing or not doing. Since I have been a patient there, they have: refused to perform a diagnostic assessment on me; caused a delay of three months in a crucial referral; failed to inform me of key characteristics of a medicine they prescribed; failed to identify side effects of said medicine; gave me profoundly incorrect advice about coming off said medicine causing me to become very unwell; failed to sign a prescription when requested causing me to run out of an important medication; then cancelled the prescription after they did finally send it, causing further delays in obtaining the medicines. In addition, their complaints policy is not fit for purpose and they are unresponsive to feedback. Something is profoundly, fundamentally wrong with this practice and I don't think they even realise.

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Written by a patient

The fact it has changed to a telephone appointment with a doctor on the day of ringing who will then decide if you can be seen or not, makes the process very long. You have to start ringing by 7.55am and keep your hand on the repeat dial to manage to get through at 8am to book the telephone conversation in the first place. There is no system for booking an appointment in advance - everything has to be an emergency to get an appointment. Also our grandson stays regularly (every second weekend) and was refused treatment last winter (he had tonsillitis and a chest infection) as was not a patient there (he lives in Southampton) as there are no temporary patient forms. We were told to take him to casualty or a walk in clinic at Clapham Junction (not even Lambeth). I was disgusted by this - he is only seven. And whenever I go to collect my repeat prescriptions there is no one or very few people in the waiting room. Not surprised. We only stay with that doctors as its near. Wouldn't recommend joining the surgery.

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Written by a patient

I have been having my b12 injections with the nurse here every 2 months for over a year and never had any trouble, infact my usual lady is great. However today, suffering with the symptoms of my anaemia and over due my next jab (over 2 months), a locum nurse decided that she didn’t want to administer the jab because she didn’t want to be liable for anything and told me I should have a blood test instead. That would be fine except I need these jabs to get on with daily life, to work and there has been no notice given so I can plan around this change to my scheduled treatment. I explained my situation, how I feel, can I speak to my doctor to explain how I am feeling and how this will effect me, after all this has been my routine for over a year but I was blankly refused and then another doctor came in and told me off rudely like a strict boarding school matron and that I must leave as they won’t be seeing me today. I was then unceremoniously issued with a blood test paper and that was that. No question of my current state, how I’m feeling or assessment of the circumstances. No explanation as to why this was happening or what happens next. Not one element of care given to me, or a slither of understanding about my condition and how their descision will effect my life. I am seeking help elsewhere as without notice this has huge implications for me. So so dissapointed and upset.

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Written by a patient

First thing this morning (7.30 Monday), I rang the automated service. Got a phone appointment for 9 and, subsequently saw the doctor at 11.40. The prescription which resulted was sent electronically and I collected it 10 minutes later from the chemist. All done by noon! The next day I got a text to say my referral letter was there for collection and by noon the next day, I had an appointment with the hospital. Great service. I first tried the automated service on Friday afternoon but with no appointments available, just went on a loop. I suppose that, because the system aims to deal with you promptly, the process works when you call first thing on the day you can attend. We are used to a system where you call maybe days in advance. We need to learn the new way. This worked brilliantly in my case. Many thanks.

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Written by a patient

ear Christine Patrick, I'd like you to bring attention to a rude employee of yours at the reception at Brixton Hill Group Practce. This is not a first time that a woman, named Julie been a rude to me.The name on dispaly was 'Julie' at least. Today, while I sat in the waiting area I spoke briefly and very quiety to someone on the phone while she interrupted saying that there is a sign on the wall disallowing to talk. Well, there were walls coved in signs but no such sign was displayed.When questioned on this, she said 'I'm telling you to not to talk'. I understand she was like this towards me beacuse my native language is not English. I know that with Brexit looming at the horizon people will express they views more often, but I find it unacceptable that a person who is working at the reception is allowed to treat customers in such unpleasant mannner on grounds of race or nationality. This is not the first time she had been rude, uncooperative and simply -unfriendly. Why do you employ people who don't like this job and only enjoy telling patients off or sending them away with nothing? An old , disabled woman who was barely able to walk walked on crutches into the clinic and was told told by her to 'have a go' and walk up to some other clinic as for some reason she couldn't be seen here. I'm writing to you to ask, why, do you employ people who clearly aren't happy in this type of work? Often, I see other receptionsits who are smiling and truly sincere and helpful here, but I'm afraid the manner of speaking your worker mentioned above displays, is no near as proffesional and welcoming. I hope you find this helpful and it will inform your pratice a little. Thank you

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