Cross Keys Practice

Cross Keys Practice 2023-04-27 Person 1 5 0

Speaking to a GP is the gateway to accessing healthcare services. But it can be impossible to get through to a go in the first place. The telephone queuing system exists but you have to be lucky to get onto it. This morning I’ve tried making calls to get onto the phone queuing system. I’ve tried 92 times between 08:00 and 08:19 and all I get is busy tone so I can’t even begin to queue. It’s an utter shambles. I can’t get to the surgery in person at the critical bottle neck 8am, and there are no online appointments. As a tax payer I’m contributing to fund a service I can’t use.

Implement an effective phone queuing system.

Cross Keys Practice 2022-06-06 Person 0 5 0

I try calling since 8am, I call for over an hour and the telephone still says 'user busy'. The online appointment booking system hasn't worked for over a year. I can't even get in contact to get an appointment.

Have a better booking system. Therefore fix the online booking which hasn't been working for over a year so people can actually get appointments.

Cross Keys Practice 2022-03-15 Person 1 5 0

I don't like the way 2 of the receptionists speak to me. Yesterday I asked for a doctor appointment because I am coughing up blood. They didn't ask what's wrong, they just told me "you won't get an appointment today". There's no empathy. I didn't like the tone of voice. I handed in a prescription slip at the same time. I explained that the doctor had said that it's imperative that I don't run out and come off the drug. The receptionist barked "IT'S THREE WORKING DAYS". I asked should I go to Stoke Mandeville A&E then? To which she begrudgingly said she would see what she could do. Went back today. No prescription. A different receptionist barked "IT'S THREE TO FIVE WORKING DAYS". To which I responded that the doctor had said that it's imperative that I don't come off the drug . She then accused me in a most surly tone of not letting her finish which isn't true. I responded "I'm sorry I thought I had filled the silence after you had spoken". I think the reception lack empathy, and speaking to them if feels more like I am in the queue for prison food than seeking access to government provided healthcare services to which I am entitled as a tax payer fort 37 years. I've not been well, which is why my prescription request came late.

Be nice . Ask questions. Establish the urgency before you block Change the atmosphere.

Cross Keys Practice 2022-01-10 Person 4 5 0

Saw Nurse Michaels at P.Risborough surgery today. Very welcoming, explained everything perfectly, ensured I was comfortable and completely put me at ease throughout. A pleasant consultation well done with compassion and empathy . She was very clearly born to be a nurse! Seen on time for appointment.

Small car park tight for space. Clearer signposting for nurse consult area and doctors waiting area.

Cross Keys Practice 2021-12-30 Person 5 5 0

I have just joined the surgery and they have been extremely helpful and very friendly.

Nothing