Share review of Cross Hills Group Practice

Cross Hills Group Practice 2015-10-16 Person 3 5 0

I am extremely happy with care received from the medical team at Crosshills. I am currently being seen by Dr Smith and very satisfied with her care & advice. My bone of contention is that simply obtaining an appointment is a stressful process, those with anxiety/depression etc., must suffer more when trying to ask for help. I first noticed a need to seek medical help in March 2015 but delayed a visit purely because the appointment system is so painful. I finally made one in July after 9 phone calls and 1 popping in to the surgery. Since then I have been asked to make further appointments, by the GP (Dr Senior & subsequently Dr Smith) and had similar difficulties. At an appointment with Dr Smith on 8 Oct, she advised I return week commencing 23 Nov. She tried to book me in but the calendar wasn't that far ahead, so asked that I call to arrange one later. Reading my look of dejection she advised I speak with Sharon, should I experience difficulty when I try booking. I rang this morning and eventually spoke with Gemma. I explained my need for appointment was at Dr Smith's request and any day week commencing 23 Nov was OK. She told me Dr Smith was available only 1 day that week, but was on emergency call out so no appts. I asked for the following week and was then advised Dr Smith has no availability for the whole of November but that she would be releasing appts Mon 23 & Thurs 26, on the day, and I should call those mornings to see if I could get in. That leaves me with a very high possibility of not obtaining an appt when I need one. I pointed that out, then asked to speak with Sharon. Gemma said let me just look at your notes, which she promptly read ALOUD (in an open plan reception area), before conceding an appt at 9am Thurs 26 Nov. Whilst I appreciate Gemma was carrying out instructions firmly & politely, your booking system stinks and that's not her fault. She does however, need to read medical notes in her head, not vocalise them...it breaches confidentiality! Aside from my experience. Whilst I was in the waiting room on 8 Oct an extremely distressed lady approached your reception desk and through tears implored 'tell me how the hell I make an appointment here?' I gathered she was caring for someone, gravely ill, yet it was the appt system that had broken her........