Knowle House Surgery
15th February 2022
My complaint with Knowle House is lack of communication. I had recently had bloods taken and had no response about my results - good or bad. I then had to go through the e-consult system (which could be improved when the request is a simple one) and had a face-to-face appointment.
After this I was asked to have more blood tests and then I heard nothing despite expecting a call from the doctor. When I finally heard from the surgery, the person did nor identify themselves and the telephone line was poor and I had to ring back - but through the main telephone line which meant I had to listen to a 4-5 minute message and wait in a queue when it should have been the surgery calling me. Already stressed, I asked when I was going to speak to a doctor and finally this person - I don't think they were the same one as earlier, but again didn't identify themselves - let me know the doctor would be calling me the following Monday as he was on leave that week.
Communication overall is poor.
Patients are not psychic - it would be really helpful, and stress relieving if the surgery would send out a text message (where possible) to the patient to inform them of an impending telephone consultation - at very least the date, if not a possible time slot.
I for one keep my mobile phone on silent 90% of the time as I work in the hospital and can't have it ringing persistently. Having it on loud ring for 3 days was very stressful for me, as I had 3 nuisance calls while trying to deal with patients while I was waiting to be contacted. I then felt more stressed as it was another member of the surgery, not the doctor I was expecting.
The only reason I found out the date of my telephone consultation was purely because I dragged it out of the person I spoke to. I doubt it was going to be volunteered. A simple text message would make life so less stressful.
The doctor I see however is good in that if I do miss an unexpected phone call, he will leave a message so I know at least he will call back, but overall I think communication between surgery and patient could be better.