Didcot Health Centre

Written by a patient

Was taken aback by the officious attitude of the receptionist when I phoned to query a repeat prescription request. Whilst I totally understand that everybody is currently stressed out there is no need to be rude and patronising to patients. Having politely asked how I could get a repeat prescription and having been persuaded on the last occasion by your Health Centre to register with Boots Didcot I was abruptly told that the Health Centre could not instigate a prescription until Boots had requested it from you. When I told your receptionist that Boots said they could not instigate one your receptionist was irritated impatient and abrupt with me saying I should go on your website to resolve the issue. I had already made it clear to her that I had already registered with Boots at Didcot. She did not resolve the issue and was very unhelpful. I have been a patient with you for the past 30 years and have never been spoken to so rudely. I would suggest the individual concerned should be sent on a customer service training course. I phoned on Thursday 23 July at 4.53pm. I expect an apology either in writing or by phone from the Practice Manager.

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Hi, I don't often have need to visit the Centre and so was particularly reluctant to do so whilst the Centre is having to cope with the present pandemic. However, I did, and I would like to thank all concerned (the Doctor, Appointments and reception staff) for providing such a welcoming and professional service. Thank you so much - I will be thinking of you when I clap for carers. Best wishes to you all. Stephen

Written by a patient

In the last week I've had 3 negative experiences with Didcot Health Centre. Initially, I needed an emergency appointment for myself and it took almost 7 hours of trying to get through to someone on the phone, I was then told a doctor would ring me back within the next 2 hours. They didn't ring for 4 and a half hours but when I did finally manage to speak to them they were very helpful and booked me an appointment for first thing the next day. When I arrived for my appointment the following day, they were running very late already and I wasn't seen for over an hour and a half. Again, when I saw the GP they were kind and helpful. A couple of days later I needed an emergency appointment for my child, I'd called 111 at 6am and was told they needed to see a GP within 6 hours. I rang once they opened and was told the duty doctor would ring me back as soon as they were done with the patient they were seeing. I didn't receive a call for 4 hours. They then booked us an appointment that afternoon. Due to the nature of the concern we were asked to wait in a side room rather than the main waiting area, which is understandable and would be fine if we were only waiting a short period of time. But we were left for almost 2 hours in this small room trying to entertain a toddler with no access to any of the toys and just a table/pen pot to distract him with. When we were finally seen by the doctor they were very good with him, informed and caring. My last concern is relating to my child immunisations, they've been rescheduled several times now due to staff sickness (which I understand can't be helped). But they're now almost 6 weeks overdue and by the time the new appointment rolls around they'll be 7 weeks over. This is if they're not cancelled again. The concern I have with this GP surgery isn't the quality of the care you receive, that's great. It's the whole process of trying to access the care in the first place that has left me feeling let down and extremely unlikely to recommend this GP surgery to anyone.

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Just a quick note to thank Dr Todman who is not the full member of this surgery, but she really was the first doctor to help me understand that my symptoms were depression, although I felt no grief or low mood, just extreme fatigue, dramatic loss of concentration and ill sleeping. But it is very hard to get the appointment, even for a follow up visit for more prescription, even if the diagnosis is already there. I am sure it is to save Doctors' time, optimize the communication and leave time for the other patients. And it is also because the system shows Dr Todman's appointments blocked to be booked and no possibility to unblock unless the patient has literally a breakdown over the phone (and I sincerely do apologize for that, I didn't want to cause any inconvenience with my mental state), because Dr Todman is not the full member of the surgery. And to be honest I was really in need to see the doctor who first diagnosed me. Alternatively you can have a phone call with someone else, my GP, which is great and the doctors I have visited in DHC are all fully professional. But it just gave an impression like you have to prove again you need medication, and there is absolutely no guarantee that you may or may not receive the medication (and the diagnosis that drives me anxious is already there). To be honest with my very vulnerable mood with medium to severe depression with a "moment" of worsening the symptoms I am having right now, having a quest to get my medication with 50% probability seemed so devastating, that I experienced unrest for a day, and I do apologize if I seemed unpredictable and extremely upset over the phone, and I understand completely that the doctors are fully booked. But for the patients with vulnerable mood maybe it can be done easier a little if the diagnosis is already there? Thank you very much in advance for help anyway, as always! I understand it is all done according to the rules of communication with patients for the best and quickest advice, and not to get patients for no reason to the surgery, it's just some mental states per definition are bad for pursuing your goal no matter the obstacles. Thank you again!

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Written by a patient

I have always had excellent service from all the receptionists and hitherto from all duty doctors, as well as particular GPs. I have a complicated medical history, which has included Hodgkin's Disease (done with) and phobia ( re doctors and medical tests), and my husband has Parkinson's Disease. I have recently come off medication for anxiety, taken in one form or another for 36 years, and prefer this even though I am a bit low and bad-tempered. But I have had an experience with a duty doctor today which has shaken me considerably. I have been trying to treat myself for a probable vaginal infection for the last 3 weeks (having used a self-test kit for diagnosis), and am aware that I can produce psychosomatic symptoms when under stress. In great discomfort today and conscious of rapidly rising anxiety levels, I (easily) obtained a phone appointment with the duty doctor. She sounded very nice, and, having worked out what to explain in advance to aid brevity, I explained a) the symptoms b) my own treatment c) why I thought stress might be exacerbating the symptoms. (It seemed to me that I needed a physical exam.. just to see what was going on.) She explained I would have to make an appointment a swab by a nurse ( fine) and then her prescription ( also fine). But when I asked if that were possible this afternoon, she replied with some impatience that a) we had been talking about this for 5 minutes (said twice) and b) that she was not a receptionist. Before I got too upset, I put the phone down. I have every sympathy with an overstretched duty doctor dealing with an unknown patient with a minor (though painful) complaint, who probably overwhelmed her with information. But I have never been spoken to like that by a doctor before and was really upset.....in fact, still shaking. An extremely kind receptionist explained that the first available appointment for seeing a nurse to get a swab was June 19th. In my experience, female doctors usually listen very carefully to, and grasp quickly, what the patient is trying to say or obtain. This one simply produced the "usual" procedure without investigating further whether more might have been appropriate. (I am not naming the doctor.) By great good fortune, I have an appointment with my own GP next Tuesday. But this means 4-5 more days of discomfort while trying to be cheerful for my husband. I know this practice is doing its best when overstretched, and am always grateful for good care. This incident, however, has been most distressing.

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