GL

Gary L. one year ago • From Google

Rating

Poor

Online booking system frustrates outside working hours

Following several blood tests covering various health markers, I received results indicating that multiple values were borderline and required discussion with a clinical professional. After waiting approximately a week without being contacted, I used the online system to request a consultation as suggested. I would also note that the online booking system appears unavailable outside standard business hours and weekends, which seems counterintuitive to its purpose. Roughly a week later, the administrative team contacted me to schedule a telephone appointment for 3-5 weeks ahead. They mentioned that one particular result was of concern and would likely involve discussion about medication options, though other results appeared satisfactory. When the telephone consultation eventually took place around two weeks later, I found the call difficult to follow. The clinician appeared unprepared and seemed unclear about the specific health concerns being discussed. Cholesterol was eventually mentioned, but the clinician concluded there was no significant issue requiring intervention. I was advised to undergo repeat testing in six months to monitor for any changes. Overall, I felt the consultation could have been more thorough and informative.

Haxby and Wigginton Health Centre

one year ago

Dear Mr Lewis Thank you for sharing your recent experience with the practice and I am sorry that we have not met your expectations. The usual protocol for the GP is to contact you if your results are abnormal and require a follow-up action. In cases where they are borderline we would usually offer a routine telephone call with our GP to discuss these via our waiting list which is 3 to 6 weeks long. Blood results can take from 7 to 10 working days to return. Our online system remains only open from 07.00 to 18.00 from Monday to Friday due to historical concerns we had found from emergency appointments being inappropriately requested by patients overnight or weekend instead of seeking out-of-hours medical care by contacting 111 or A&E in emergency cases, ultimately delaying their care. You would also have been clinically assessed for your priority by the duty doctor hence you were offered a routine appointment via our waiting list to discuss your results as all appointment requests whether routine or same day have to be reviewed for their clinical need. In relation to the telephone call with the GP, I would like to apologise for the quality of the call. If you wish to speak to the GP again about the results then please feel free to submit another 'Urgent Appointment' request online form via this link https://access.klinik.co.uk/contact/haxby-group. If you would like me to take a closer look into your concerns for you, then please feel free to email me directly at [email protected] and I will be happy to assist you further. Kind Regards Piotr Patient Experience Team

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