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Capelfield Surgery
2017-04-21
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Written by a patient
Written by a patient 21st April 2017
Capelfields service is awful. It is 2017, and this doctor's surgery cannot even send or receive email (you almost couldn't mke that up) or cater
For basic flexible online booking. They close early at 1800, they are not open Sundays and have only a small number of limited appointments on Saturdays , that are almost impossible To book . A non responsive service Provider ,That in My experience could not care less and has no regard for the welfare and health of patients. Access to healthcare for some demographics is extremely difficult due to other responsibilities e.g. Carers or those with extensive profesional commitments . The result of which means conditions go undetected or untreated, sometimes with terrible consequences. Capelfields are indifferent and shrug their shoulders . In the meantime I cannot access medical care with out taking time off work that I do not have the luxury of doing. I can't even formally complain as I need to take time off to go there in person to fill in a form, something which I can only assume they have done to name it as difficult as possible to do. At the end of my tether with this awful surgery. A disgrace. FAO surgery manager, for the avoidance of doubt I am not remotely content with your 9 day late response to my enquiry given you have done absolutely nothing to address any of the above points and those I raised with your receptionist. Until such time you do I will not be content.
15th July 2017
Response from Capelfield Surgery
Thank you for taking the time to feedback. We were disappointed to receive your online comments. We strive to offer high quality patient care to our community. We understand your frustrations about access to primary care and feel it is important to clarify that the majority of your concerns re. opening on a Sunday or offering appointments after 1800 are out of our control. Currently our contract with NHS England is to provide primary care 0800-1830 Mon- Fri. We have telephone access during these hours and clinicians are on site. In response to patient feedback we now offer extended hours appointments for phlebotomy 2 days a week 0730-0830 and Saturday morning pre-bookable appointments in order to try and aid reduced necessity for time off work for our patients for routine care. We can clearly see that we are not meeting your expectations from your comments and would like to try and reassure you that we are operating and providing service within the funding and support we receive from the NHS. We do not have a contract to provide electronic communication though this is being developed via Surrey Downs CCG. We would ask for your kind consideration of our situation and would be happy to provide further information about of contractual requirements if you would be keen to learn more. The support of our patients is invaluable and we would be keen for you to raise your concerns with NHS England if you feel able to try and affect a change for us as service providers to benefit our patients.