The Glebe Surgery

The Glebe Surgery 2023-09-27 Person 5 5 0

I have always had a positive experience at the surgery

Norhing

The Glebe Surgery 2023-09-26 Person 5 5 0

The receptionist was kind and helpful. The Dr called us back quickly and we were seen 2 hours later which is amazing. Dr Marco was very warm and attentive. Thank you so much for looking after my son!

A shorter wait time on the phone but I understand it was a Monday morning.

The Glebe Surgery 2023-09-26 Person 5 5 0

My telephone call with my doctor was on time and even answered with my first name, I felt very comfortable. My medical treatment was answered intelligently and on subject. I feel ten out of ten should be one hundred percentage higher. Well done.

All brilliant.

The Glebe Surgery 2023-09-26 Person 1 5 0

The call from the duty doctor was fine but that only happened because my wife visited in person. Having spent over an hour trying to get through, I was no.1 in the call queue for over 15 minutes and then dismissed after less than a minute being told to call 119. It transpires that information is wrong and I would suggest that someone for training purposes assumes they have tested positive for Covid having been advised that their health record suggests that they are at increased risk on contacting Covid. It is a largely automated line without an option suited to the query. I tried each of the four options and spoke to one gentleman who did not listen or could not understand the English language. I could not get through on 111 either due to exceptionally high call volumes. Following the call from the duty doctor, I received two further calls later in the day. One, a very pleasant lady would refer me to a specialist. The specialist was extremely difficult to understand and I don’t think English was his native tongue. Of the bits of the conversation I could get the gist of, I could sign up for a clinical trial to get antivirals but need to be aware of side effects, and should not disclose that I have been prescribed Tamsulosin although not currently taking it under Urology advice. I blame myself for not challenging the communication from NHS in February 2023 that my health record indicated that I may be at increased risk on getting COVID…. it seems to have confused everyone. After all the stresses of yesterday, I have made a conscious decision to let my COVID infection run its course.

I appreciate that I may have to wait to get through but I’m afraid the current system is outrageous. There has to be a better way. I even tried eConsult as recommended in the on hold message and there was no option to further my case - why? That could have saved me so much time and make your team more efficient. Why didn’t the receptionist make the simple decision to arrange for the duty doctor to call me. After recent good experiences with the Glebe getting both the ‘flu and Covid vaccines, yesterday was a truly dreadful experience

The Glebe Surgery 2023-09-26 Person 5 5 0

Appointment easy to arrange, minimal waiting, great service

Enhance communication re. which waiting room to use