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Written by a patient
16th August 2018


We all know the system is at breaking point, but this surgery needs to progress. Still not offering triage service to avoid patients having to visit . Not doing late nights or weekends. And the receptionist are dire, you call asking for appointment no empathy , no suggestion on what to do if they can’t offer appointment. They can’t get you off the phone quick enough. This is unacceptable and the consequences could be fatal they need to be aware that most people only call a doctor when necessary not for a chat and to be fobbed off.

31st August 2018
Response from Chobham & West End Medical Practice

In the past we have tried offering a GP Triage service, it ran for a little over 6 Months. The problem is that we found that the majority of patients triaged over the telephone were still required to come into the surgery for a face to face consultation. It was therefore decided, that with the limited resource available to us, using this GP time on the telephone would be better spent giving us more appointments with the GP seeing patients face to face. As a practice we are part of the local GP federation and this now provides (from last week) both evening and weekend appointments on our behalf. These appointments are at the Bedser Hub in the Woking community hospital. They can be booked via our receptions. I apologise if the receptionists’ attitude seems like they are trying to get you off the telephone quickly and lacks empathy. There is a continual stream of callers into both receptions and they need to be efficient in fielding these calls so that callers are not left hanging on the line. Unfortunately this efficiency can sometimes be mistaken for them fobbing callers off. Perhaps now the demise of Primary Care is in the open, we will eventually receive the resource required to provide the service that our patients need. We currently receive £87.92 per patient per year – regardless of how much of our resource that patient takes up. David Clippingdale Practice Manager

Recommend
Involvement
Cleanliness
Staff
Appointment