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Sands End Health Clinic
2014-12-05
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Written by a patient
Written by a patient 5th December 2014
I generally do not care for the rather long message when dialling in to either make an appointment or request. Sometimes it can be difficult to get to speak with or to see a doctor, particularly if asking for a specific doctor. Many times, if a repeat prescription form has been places in the box downstairs, the request is not actioned within the 48-hour expected turn round. Sometimes not at all, resulting in medications running out before the new supply has been prepared and delivered. Occasionally, no action has been taken at all for as much as a week. Then one has to ring up in a panic to find out what has happened to the said medications. While not aware of the difficulties endured by them, there are plenty of excellent doctors in our practice and I find if something has to be done about a particular aspect of one's health, with a few exceptions where a hospital is involved, appropriate action or referral is taken appropriately and swiftly. I have generally received nothing but understanding kindness and assistance over the past three years, despite having to call on the Practice's help and resources on many occasions.
18th December 2014
Response from Sands End Health Clinic
Dear Patient, Thank you for your feedback. We are in the process of looking at our telephone message as this was discussed at our last Patient Participation Group meeting. You may find it helpful to know that we offer a service which allows our patients to book appointments and order repeat prescriptions online. We appreciate that it can sometimes be difficult to speak to a doctor of your choice. Unfortunately some of GPs are only here 2-3 times per week. There is however, always a doctor available to speak to on the telephone throughout the day Mon-Fri. We offer routine telephone appointments with all of our doctors and run 2 daily walk-in clinics for urgent medical problems. We are sorry that you have experienced problems with the repeat prescription process and will ensure that our Reception Manager looks into this. Your feedback is very valuable to us. We share this with our Patient Participation Group regularly and always endeavour to come up with ways of improving the services we offer to our patients. Thank you again for taking the time to feedback.