I had Covid-19 in March, as I never coughed no one was interested, I lost my sense of smell, had chest pains, felt incredibly weak, and had a temperature, I slept for almost 24 hours a day for a few days, I lost nearly 8lbs in 4 days. 111 wasn't interested, Oak Street wasn't interested, I have had 2 communications with a GP over the phone. After a near life time of excellent health very rarely needing to consult a doctor, sometimes not seeing a GP for up to 3 or 4 years now that i am ill, in awful pain in my joints, (told it was only sciatica and i should do exercises - not sure how it is possible to diagnose that without examining the person walking, movement etc) not given pain killers Finally saw an osteopath (£45.) who told me i didn't have sciatica i had a minor pelvic displacement. The pain was relieved with manipulation, and 2 or 3 weeks later gone. Next my right leg was agony could barely walk, once again the osteopath was the only service interested in seeing me, another minor displacement that took about 5 weeks to heal after he manipulated it but i would walk again) the left shoulder is now healing. I don't know why these things are happening, I don;t know why I am in such pain, or falling asleep for no reason during the day. I feel my life is over i am so sad and unhappy and lonely but Oak Street Practice is either not responding, or just not interested I think they are privatising the practice otherwise why would they have so little interest in me. There have been other issue but unable to discuss here.
Reply from Oak Street Medical Practice
Dear Patient,
Oak Street Medical Practice is very sorry to hear that you are dissatisfied with the service you have received from the practice. We would be very happy to address your concerns with you personally. Please complete a form on the practice website using the \"Suggestions, Comments and Complaints\" tab and we will respond.
If you have other medical problems which concern you, please contact the practice using the online booking system.
Yours sincerely,
Oak Street Medical Practice.
Receptionist not helpful
1
Submitted by Emily Murphy11th October 2020
I've had tonsilitus since early March. They gave me antibiotics at first but then I moved away. When I came back and signed back up I did not have access to the Internet so called in and a nice receptionist filled it in for me saying she would get a doctor to call back. No one called me back. I called them and a different receptionist answered saying I was not on the system and that they had not heard of me. He told me that I "probably called the wrong number". I said all my details again. I had no access to the Internet so could not fill out a form. I just needed a referal to get the operation. He told me he could not do anything as he didn't have any of my information and that I would have to do it online. The website was confusing for getting a referal and my forms didn't go through. I ended up calling the hospital who gave me the number of the local heath care for referrals. They said they didn't do referrals and gave me the number of the hospital. I called back again and they told me they definitely do referrals at the walk in clinic. I went to the walk in clinic at this point in a lot of pain crying. They took my details and told me they didn't do referrals either. They said they would call the doctors update them and get them to call me. Oak Street still didn't call me. Meanwhile I was on withdrawal from my meds because I requested my prescription on the website got a message saying they sent me a text with a barcode which they didn't. Then they were not open to reply To. Called the practice several times again each time they answered then hung up again. All my friends called for me as well would not go through. Finally got through. It was the same receptionist before. This time I was crying down the phone begging for help and a referal. He had no sympathy. I was being polite I did not have a go. He Told me again that he didn't have enough information or any if my medical records. That I needed to do the forms or he can't help me either that or I came into the surgery which I couldn't as I was bed ridden . I didn't have anyone to go in for me either I explained this to him he basically said some stuff which when summed up was' that's not my problem'. I ended up crying some more and hanging up and staying in bed the whole day crying. so I called 111. The lady was very helpful and got me in contact with a pharmacy who sorted out my medication immediately and called 111 and arranged an out of hours gp appointment for me. He told me all my records WERE available and that he couldn't believe my story. dhe also told me I didn't even tneed an appointment for the referal it can be done over the phone and that I had been neglected by the surgery and lied to by the receptionist. I've been told to ring them again tomorrow and insist and if they refuse to report and escalate the situation as before I'd just been putting up with it. I've also sent off another form today so if they play the form card on me again then it won't work. I just hope they give me the referal which does not even take that long and does not require any kind of appointment. The operation is pretty serious and needs to be done sooner rather than later.
Reply from Oak Street Medical Practice
Dear Ms Murphy,
I understand your GP planned to contact you personally to address the concerns you have raised. If this has not happened or you have any further concerns, please contact Oak Street Medical Practice using the complaints function on the website and we will help you take matters further.
Regards,
Oak Street Medical Practice.
No response from practice, by phone or other
3
Submitted by 16th September 2020
I have phoned on three separate days across 3 weeks so far and there has been no answer apart from a long 111 message. I thus submitted a form and have not received a response in 14 days. My son has since requested a nurse appointment so we are waiting to see if there is any response. Not sure if anybody is there.
Reply from Oak Street Medical Practice
Dear Patient,
Oak Street Medical Practice is very sorry to hear that you are dissatisfied with the service you have received from the practice. We would be very happy to address your concerns with you personally. Please complete a form on the practice website using the \"Suggestions, Comments and Complaints\" tab and we will respond.
Yours sincerely,
Oak Street Medical Practice.
hard to talk to any one
3
Submitted by Chris5th September 2020
twice filled in request for non emergency advice, because of lack of response for first request ended up going to walk in center, who sent info to Oak street, told they should receive next day, regarding treatment, still no response as yet, Not sure if its the system being used that does not seem to be patient friendly or over worked, out come is the same for patient
Reply from Oak Street Medical Practice
Dear Patient,
Oak Street Medical Practice is very sorry to hear that you are dissatisfied with the service you have received from the practice. We would be very happy to address your concerns with you personally. Please complete a form on the practice website using the \"Suggestions, Comments and Complaints\" tab and we will respond.
Yours sincerely,
Oak Street Medical Practice.
Nice people but...
2
Submitted by Anonymous22nd January 2020
So busy. Very cramped and public waiting area. My name was called out in front of a room full of people. That can’t be GDPR compliant
Dr Fitzpatrick is very understanding and helpful. Appreciates my faith and is respectful of it. If I need a triage appointment she can sort me out straight away.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for your kind and encouraging feedback. It is very much appreciated.
Regards,
Oak Street Medical Practice
Generally happy
5
Submitted by Anonymous27th November 2019
Generally happy - all very good. They give a good amount of attention to my husband - he's got lots of conditions and they cover all bases - from COPD to glaucoma.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for your kind and encouraging feedback. It is very much appreciated.
Regards,
Oak Street Medical Practice
Good because I usually see my own GP
5
Submitted by Anonymous27th November 2019
Good because I usually see my own GP. Good quality GPs! They could probably do with one more GP but everyone is short.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for your kind and encouraging feedback. It is very much appreciated.
Regards,
Oak Street Medical Practice
Only improvement would be the phonelines
4
Submitted by Anonymous27th November 2019
Only thing to improve would be the phoneline. It constantly rings and you can't get through. I have had to wait 20 minutes before. When you get here they are really respectful, polite and good.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for your kind and encouraging feedback. It is very much appreciated. Covid-19 restrictions allowing, we are hoping to install a brand new telephone system in early 2021 which should improve the experience of telephoning the practice enormously.
Regards,
Oak Street Medical Practice
Fine - no problem
5
Submitted by Anonymous27th November 2019
Fine, no problems. Doctors are fine - they give good care and advice. I'm quite satisfied with the services.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for your kind and encouraging feedback. It is very much appreciated.
Regards,
Oak Street Medical Practice