Tower Family Healthcare Tottington
PD
Paul D. 3 years ago • From Google
Bad
It would be reassuring to think that these reviews make a difference, but I'll share my experience nonetheless. The local medical centre on Brandlesholme Road was a well-functioning practice until it merged with several neighbouring surgeries in the area. We were never given an explanation for this decision, but what has followed suggests that before the merger, our practice benefited from a favourable clinician-to-patient ratio, with a substantial team of front-line medical staff and a welcoming administrative team. Telephone waiting times were typically brief, usually under five minutes, and appointments with a clinician could generally be arranged within a fortnight, or sooner if flexibility was shown. The practice also offered extended hours including early mornings, evenings, and weekend slots. The expansion into a larger networked organisation happened rapidly and without clear communication. Almost overnight, the patient population increased dramatically whilst the number of front-line clinicians available to serve them diminished significantly. The funding that accompanied this change was directed towards restructuring administrative functions, redefining job roles, implementing new telephone systems, and introducing multiple iterations of computerised management systems. This created considerable disruption for patients, leading to widespread complaints. Subsequently, several experienced clinicians and qualified nursing staff departed. I contacted the practice management team on multiple occasions over several months, and also wrote to the Care Quality Commission. A response came seven months later, which acknowledged my concerns but suggested that current systems were functioning effectively and that waiting times for urgent care had improved. The response also attributed some difficulties to external circumstances, though the challenges had begun well before these events. I understand that the practice manager has since moved to another position, and it appears that a significant factor in the practice's difficulties has been the departure of clinicians. I believe successive administrations have been insufficiently attentive to these systemic issues. Questions remain about the necessity of certain structural changes, the use of external administrative contractors, and the expansion of roles previously held by clinicians. The telephone reception team at the practice is extremely small, often just two people managing hundreds of daily calls whilst also attending to visitors. I would welcome greater support for restoring adequate staffing levels and more direct access to clinician appointments.
Julie H.