Need help in writing letter of complaint about GP surgery.

powerful_Rogue

xxJudexx wrote: »

The receptionist indicated that we should decide whose need is greatest, she is in no way qualified to tell me that! She has no idea if my brother is on deaths door or not!

Shes not qualified to ask you to make a decision?

She may not know if your brother is on deaths door, but you would!

Poppie68

GP receptionists these days are damned if they do and damned if they don't... Most surgeries are now running these type of appointment systems and receptionists are actually told to ask what the problem is so they can put a brief description of the problem down on the system for either the GP or nurse practitioner to read.
All the receptionists want to know is a brief outline as believe it or not they can save you time, and in some cases peoples lives.

carlislelass

At our surgery you can pre-book morning appointments but not afternoon ones!

pmduk

xxJudexx wrote: »

They have implemented a new appointment system whereby you ring up and they then get a doctor to ring back to decide if you need an appointment and only then is an appointment is made.

When my GP's practice introduced this method of making appointments I was very wary of it. Several months on, I'm converted to it. It's saved me several trips to the surgery and on the occasions I've needed an appointment I've had one the same day.

If you're unhappy by all means complain, but try to be positive, stressing ways they could improve the system, eg tell you when you're likely to receive a return call. Once you're used to the system you'll know to specify times when you can't receive their return call, or as you say, give them your mobile number. The receptionists are instructed to ask for an outline reason for the call, but you are entitled to not tell them.

At least the practice is attempting to improve access to appointments!

justanopinion

We have this system at our GP's and it works really well for me. The main difference is that from the moment you call at, say 8am when it opens, you get a call back within one hour opposed to the 4 hours they gave you. I've also had the same GP for about 14 years, which helps I think.


The receptionists do also ask for details. This is where I'm naughty, as I have no qualms now telling them anything and happily detailed an issue with a good few sentences more than was necessary. I think she was just grateful to get me off the phone. :-)

teddysmum

Complaining could result in your being expelled, as I believe doctors don't have to justify removing you. Then this could have the knock on effect of having your chosen replacement refusing to take you.

honeybean

My surgery is brilliant I don't even need to ring as I have signed up to internet booking , I can order repeat scripts and also book appoints with my doctor up to the end of month, if I need an appointment on the day I just go onto my online account at 8 am when they release some appoints . I have never had any problems and I think all surgeries should have that option .

pmduk

I believe the Govt wants this as well, but Gov't IT and the NHS is an unhealthy combination. Remember the Electronic Prescription Scheme, promised to be nationwide by 2006?

SevenOfNine

What happens if patients stagger to the surgery at opening time and ask to make an appointment as opposed to phoning?

Poppie68

SevenOfNine wrote: »

What happens if patients stagger to the surgery at opening time and ask to make an appointment as opposed to phoning?

If it's not immediate care they need they will most probably have to book the next available appointment or if something more urgent for that day they will be booked in for a telephone appointment for that day.