Freshwell Health Centre

Thank you for taking the time to post feedback on your recent consultation experience. We are very sorry to read you feel this was not what you expected from the appointment. Your comments have been discussed with Dr Oliver who is very sorry if his actions during your consultation led you to feel you were wasting his time, this was not his intention and would like to offer a sincere apology. Doctors and staff at Freshwell Health Centre strive to give all our patients the best care we can and are always looking for ways to improve our patient experience. We are aware that at times it may feel like we may not get this right and would like to encourage you to contact a member of our Management Team to discuss this further as we hope to understand how exactly we have not met your expectations at this time. Information gathered will be used as a learning point for all practice staff giving us the ability to make improvements to care where appropriate. Our Management Team can be reached via the main phone line number of 01371 810328 and should you wish to discuss this in greater depth.

Thank you for your feedback regarding the current length of time you have had to wait for a routine appointment with a GP at Freshwell Health Centre. We agree that two weeks is longer that we ourselves would like however we do always have appointments on the day for those in need of urgent and emergency care. Please be assured we have looked into the factors that are causing our current appointment booking issues and are actively working to resolve this by engaging additional clinical support to improve patient access, and at this time we can only apologise for your delay. If at any time any of our patients feel that the wait for the appointment they have been offered is too long, we would encourage them to phone on a week day morning and ask for a telephone consultation with a doctor. The doctor may be able to deal with the situation, condition or requirement successfully over the phone or agree to see them sooner if deemed a clinical necessity. If this is something you would like to raise directly with us, please contact a member of our practice management team who will deal with your concerns appropriately. Further written information is available regarding our complaints procedure on our website, please visit www.freshwell.co.uk