AS

Ant S. 3 months ago • From Google

Rating

Bad

Long waits on phone despite appearing first in queue

I have been a patient at this practice for over two decades. The standard of care provided to the local community has noticeably deteriorated from its previously respected reputation. The administrative and reception staff, who are designated as 'Care Navigators', do not appear to provide the supportive guidance their title suggests. - Appointments with clinicians are infrequent, as most patients are directed to see Associate Physicians rather than doctors. Whilst some of these practitioners are competent, they lack medical qualifications, which can result in ongoing or complicated health matters being handled inconsistently. - Requests for medical records are problematic, as some clinicians appear to leave these requests unprocessed for extended periods. I have personally experienced months of delays whilst repeatedly following up. The administrative team either fail to respond or claim they are unable to contact or escalate matters with clinicians. This explanation seems questionable given their role. - Patient allocations to clinicians are changed without prior notification, even when a long-standing relationship exists. - The appointment booking systems are frequently altered between different platforms such as eConsult and Blinx, which lack user-friendliness. It would be reasonable to expect a unified booking method through the standard NHS application. - Telephone access is problematic. Despite being first in the queue, wait times can exceed 45 minutes. Visiting the practice in person whilst on hold reveals staff present but seemingly unavailable, yet technical issues are cited as the cause. - Correspondence from specialists regarding ongoing care is not properly documented or added to medical records, necessitating follow-up to ensure necessary medications are obtained promptly. - Repeat prescription requests frequently show as declined on the NHS App, but upon inquiry, staff indicate this is an error. This occurs repeatedly. - Seeking second opinions elsewhere is advisable if uncertain about clinical decisions. Private consultation may be worthwhile if accessible. I experienced a significant health concern that was not identified. I remain with this practice primarily due to familiarity, despite considering alternatives.

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