Why is oak street still closed u like other surgery’s? Can never get appointments and I’m fed up having to wait days for a call back
You just refer to 111 or walk in, who just refer to a chemist or back to you.
Others surveys are able to cope with demand. Why can’t you?
I'm happyt o use online systems for engageing, however it needs to be properly done. The website functionality requires an update. In particular the 2 issues I have just experienced are 1) the webiste cookie policy is intrusive and not compliant with the legislation to be able to reject cookies, so every page move creates a clunky experience particularly on mobile. 2) When booking an appointment the site specifies that you can use the NHS App or SytmOnline, both of which fail due to the practise not allowing it. The function should be enabled or the message amend to say this is not an option.
Today is the FIFTH time in a year I have been told that an appointment has been made for me by a staff member. Sounds OK? Perhaps. The problem - each time - is that the appointment has been made without any prior reference or consultation with me. In other words, I have not know the appointment was made and have either only found out by sheer fluke OR been told (off) because I did not attend the appointment which I was ignorant of having. I am completely frustrated. When I have told a member of staff, that person is very apologetic. But the fact remains that it keeps happening. Oak Street seems unable to learn from its mistakes. Clearly there is an utter lack of communication within the organisation, mistakes are shrugged off and nothing changes. And what about their internal stats? I suspect their 'no show' figures are high if my experience is anything to go on. If so, they only have themselves to blame. Is there no one there to lead and coordinate? Currently, their left and right hands are completely at odds with one another. Chaos is guaranteed.
Reply from Oak Street Medical Practice
Dear H E Sharman,
Thank you for contacting the practice. I am sorry to hear of the frustration that you have experienced when the practice has been arranging appointments for you.
As part of our ongoing care for patients, we often identify situations where patients need to be contacted for follow up or review appointments. In these circumstances we make a provisional appointment for the patient, and notify them by text, e-mail, telephone or letter. This is done with the proviso that the patient can change the initial appointment if it is inconvenient for them. This approach has been popular with patients, by and large, allowing flexibility.
Our "no show" statistics for November 2022 were 2.8% meaning that 97.2% of the 6,996 patient contacts we provided that month, were attended.
Yours sincerely,
Dr Christopher C Dent
medication review.
5
Submitted by Jessica24th November 2022
I had a medication review on the phone with Shirley who was lovely and reassuring and offered to contact me in a month to see how my medication was going. One of the nicest medical experiences I've had especially as i find phone consultations hard. Thank you.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for taking the time to give your kind and generous feedback for one of our highly valued members of staff. This has been highlighted to the member of staff concerned. Despite incredibly difficult circumstances, our staff are working as hard as they can to provide a service to our patients and so, when we receive such encouragement, it is excellent for morale.
Regards,
Dr C C Dent
Amazing, understanding staff
5
Submitted by Alice23rd November 2022
I’ve always been listened to since being a patient at this surgery and I’ve always experienced excellent care. However I need to give a special mention to Annie, who is an exceptional Health Care Professional. She listens to my concerns, advocates for me whenever it’s needed and has supported me every time I’ve needed it. After years of struggling with a condition, the first time I spoke to her she put everything in place to find out what was going on. She’s an absolute asset to Oak Street Medical Practice.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for taking the time to give your kind and generous feedback for one of our highly valued members of staff. This has been highlighted to the member of staff concerned. Despite incredibly difficult circumstances, our staff are working as hard as they can to provide a service to our patients and so, when we receive such encouragement, it is excellent for morale.
Regards,
Dr C C Dent
Exceptional care
5
Submitted by Anonymous16th November 2022
I have recently visited the health centre and received exceptional care from Annie. She took the time to listen to the problems I was having and talked me through what she was going to do to help me. I have seen her on a couple of occasions and she has also telephoned me to keep me up to date on the results she received. It was so good to be reassured and know that she really had my best interests at heart and going forward I know that I will be well looked after. Thank you so much Annie.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for your kind and generous feedback for one of our highly valued members of staff. This has been highlighted to the member of staff concerned. Despite incredibly difficult circumstances, our staff are working as hard as they can to provide a service to our patients and so, when we receive such encouragement, it is excellent for morale.
Regards,
Dr C C Dent
Lack of compassion
2
Submitted by Anonymous8th November 2022
This surgery appears to be run for the administrators, not the patients. It is if we are still at the height of the Pandemic. Someone please tell them that things have improved, because this surgery has not.
Reply from Oak Street Medical Practice
Dear Patient,
I am sorry to hear that you are dissatisfied with the service you are receiving at Oak Street Medical Practice. The point you raise about the Covid-19 pandemic is often mentioned. Unfortunately, the massive impact and backlog of work caused by the Pandemic will take years to clear and will continue to have a huge effect on the NHS in the meantime. The practice and all the staff here, will work hard to provide the best service for patients that we can in very difficult circumstances.
Regards,
Dr C C Dent
Complete Waste of Time
1
Submitted by Anonymous3rd November 2022
Needed to see a doctor on the day, rang early, about 30minutes later I received a call, and was told to go a see an optician due to an allergy I needed medication for..4 years ago I had the same problem and it was sorted out in about 90 minutes after first being told to go to the walk-in centre where I was given the wrong medication. I need the medication as I was given before as it worked, yet I have now been waiting around all day for a call back or e-mail. Even trying to make contact by e-mail becomes a problem as you fill out a form only to find you have to tick a box NOT URGENT. It would have only taken a few minutes, however, I have to continue to suffer the consequences of the allergy.
Reply from Oak Street Medical Practice
Dear Patient,
Having read your feedback, it seems to me that this problem should not have been difficult to sort out for you. We do work with the local opticians to treat simple non-urgent eye problems. We are also able to organise prescriptions for anti-allergy drops for simple eye problems without seeing the patient. Unfortunately, because you are anonymous I am unable to investigate the details to find out what could have been done to help you more.
If you would like to contact me at Oak Street Medical Practice, in confidence, I would be happy to investigate this further for you.
Regards,
Dr C C Dent
Fantastic Nurse Experience
5
Submitted by Anonymous3rd October 2022
I saw nurse Lauren recently for the first time and would like to say how lovely and calming she was. I was extremely nervous for my appointment but she looked after me and distracted me so well that I didn't even realise I was finished! Please pass my thanks on to her and I will be asking to see her in the future for any tests I need.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for such kind and positive feedback. I am pleased that you have had such a positive experience with Lauren and felt cared for. Such feedback is very encouraging to our hardworking and dedicated team in these difficult times. I will certainly let Lauren know of your kind words.
Regards,
Dr C C Dent
Seeming decline of once-wonderful practice
1
Submitted by Anonymous26th July 2022
This was once a very nice surgery. Now, though? It is almost impossible to see a physician in person. Some of the front desk personnel seem to keep a tight grip as gatekeepers of the practice, and simple well-written declarative sentences are frequently misunderstood, misinterpreted, or seem to be read without much attention paid to content. (The word "obtuse" comes to mind; one recent experience suggests "vindictive" as well). The Covid era seems to have had an adverse impact on the running of this surgery even after restrictions have been lifted. We are looking for an alternative now, which genuinely saddens us. We just don't feel that the surgery actually cares for us anymore, as used to be the case.
Reply from Oak Street Medical Practice
Dear Patient,
I am very sorry to hear that you are generally dissatisfied with the care that you are receiving at Oak Street Medical Practice. Unfortunately, although restrictions due to Covid are being lifted elsewhere, this does not apply to health care settings. Within these settings, there is still a need to protect vulnerable patients and NHS staff.
I would like to reassure you that hundreds of face to face appointments are carried out each week for patients where this is needed. Our PCA ("receptionist") team do their best to access the most appropriate healthcare professional for each patient. Over the Covid period, we have acquired many new team members available including physiotherapists, mental health care workers, substance misuse healthcare workers, clinical pharmacists, social prescribing experts, Physician Associates as well as increasing the usual range of doctors, health care assistants and nurses.
For patients who are interested in providing support and feedback for the practice, we have an active patients participation group, supported by Healthwatch and the Integrated Healthcare Board, which is seeking new members.
Yours sincerely,
Dr Christopher C Dent