Care Opinion

Absolutely dreadful GP practice

Story from nhs.uk

"Absolutely dreadful GP practice "

About: The Highfield Medical Centre

Impossible to an appointment to see a GP even if requested on the econsult form. Instead, you’re called by a pharmacist who can’t deal with your medical issue which is then allegedly passed onto the GP but you receive no further communication. I have significant concerns re the pharmacist consultations as they write a totally fabricated list of things discussed on your patient record which can then have a significant impact when accessing future care and is read by other health care professionals. I intend to record all future telephone calls and challenge the narrative documented on my records.GPs are also quite dismissive and have poor knowledge of anything that isn’t run of the mill - they just tell you to contact your Consultant even though it’s an unrelated issue. Currently looking at changing GP as this practice is just so awful.

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Responses

Response from The Highfield Medical Centre 3 days ago
The Highfield Medical Centre

Submitted on 14/03/2025 at 16:53
Published on nhs.uk at 16:53

Dear patient,

Thank you for your feedback, we appreciate all comments whether positive or negative. As a surgery, we are committed to responding to all feedback to shape and positively affect the service that we offer. I am sorry that you do not feel our service is satisfactory and I will ensue your comments are investigated fully.

At the surgery we operate both an eConsultation platform and a care navigation tool. Both combine to provide accessible healthcare for all our patients. Our eConsultation system is available 24 hours a day and allows for patients to submit answers to a series of clinical questions. The system is not designed as a mechanism to arrange face to face GP appointments, but instead to provide comprehensive and convenient care for an array of clinical conditions. This care may be simple advice, a referral, medication, or if appropriate, a further appointment with a relevant clinician.

General practitioners have meticulously designed our Care Navigation system to allow for the patients to be signposted to the relevant clinician and to the most appropriate appointment within the practice. Since beginning to use the tool, the surgery has seen a dramatic increase in appointment availability, as well as the availability of appointments that can be booked throughout the day as opposed to the traditional 8am rush.

Both systems are used to increase accessibility for all our patients, and I must apologise if you feel that you are unable to access our service. Having investigated our accessibility I can see that our phone wait times are well below the national average, and we also use a chatbot to allow further accessibility for our patients.

Regarding your feedback surrounding our clinician’s competency, I would appreciate if you could contact the practice directly so that we can investigate these concerns. All our clinical staff complete an array of mandatory and voluntary training to maintain the highest clinical standards. Further to this, all our staff have regular meetings and appraisals, so any examples of poor knowledge can be extremely valuable within their own learning and development.

I will ensure all our clinicians are aware of your feedback, if you are able to contact the practice on 0113 256 3250 or you can email us directly bvhwc.bramleyvillage@nhs.net I will ensure a full investigation is undertaken into your clinical record.

Thank you again for your feedback and I look forward to hearing from you.

Yours sincerely,

Adam Bolton

Practice Manager

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