Thorpewood Medical Group

Feedback

• Poor

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  Submitted by Kerry Southgate 26th August 2021

  3 x being misdiagnosed. 1. Told pain in abdomen was due to gallbladder- was given pain killers and told to wait for US abdomen. Self took to A&E to be diagnosed with crohns disease and spent 4 weeks as an inpatient resulting in bowel resection as large access in bowel. 2. Known history of crohns disease, gallstones, previous med induced hepatitis, enlarged spleen. Called for GP review as acute pain in abdomen, was told it was likely reflux and to see pharmacy. Fully expect to have to go to A&E again if pain does not subside. 3. Mother in law returned home from addenbooks Post op for stent insertion in Liver for CA. She presented with delirium so GP was called. He made a home visit and diagnosed delirium a symptom of the present liver CA. Delirium did not subside and she was admitted to NNUH via ambulance. Diagnosis was Ecoli infection in urine causing severe delirium. CA had grown rapidly and dislodged stent. She passed within 2 weeks of admission. Utterly useless service. poor diagnosing Zero patient care

• Reply from Thorpewood Medical Group

  Thank you for taking the time to provide feedback. I apologise for the experiences you have stated. If you would like to email the Surgery Email address thorpewood.d82048@nhs.net and let me have your details I will be able to investigate this in full and provide you with a response. Thank you again. My regards. Andy Cutting Practice Manager

• Have been waiting months for a form

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  Submitted by Anonymous 23rd August 2021

  Have been waiting months for a form to be completed so I am able to action an ill Health retirement for a person that needs 24/7 care. Without this form the correct care cannot be given - absolutely disgusting

• Reply from Thorpewood Medical Group

  Dear Patient I apologise for the experience you have encountered over receipt of a form. In the current demand from patients, Doctors are prioritising in consultations for acute situations on a daily basis. I appreciate this does not assist your situation. Please E mail the Surgery address thorpewood.d82048@nhs.net and please let me have your details relating to this and I will investigate what has happened and resolve this for you. Thank you. Andy Cutting Practice Manager

• E-Consult Service

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  Submitted by Anonymous 17th August 2021

  Submitted an e-consult request on Mon 9th Aug. Eventually had reply that my request would be dealt with on Thursday 12th. It is now Tuesday the 17th August and have heard absolutely nothing. - no phone call/txt or email or anything to explain why I was not contacted on the 12th. I am a front-line NHS worker at the NNUH and it is frankly no wonder why our A&E/Urgent Care services are completely swamped if this is the 'new normal' for accessing GP services. People just give up and turn up at our door!

• Reply from Thorpewood Medical Group

  Dear Patient I apologise for the experience you have encountered. Without your details I cannot investigate this properly. Please email the Surgery email address with your details and I can look into this further. thorpewood.d82048@nhs.net Before you do this, I would ask you look at your spam on your Email account that you submitted the E Consult in please. I am hopeful this may provide an answer. Thank you for leaving feedback, it is appreciated. Andy A Cutting Practice Manager

• Issues with EConsult

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  Submitted by Ian Clarke 11th August 2021

  Sent message via eConsult on Monday morning. Had a prompt reply to say I would be contacted by 18:00 Tuesday. Sent follow up message to eConsult Tuesday evening following link of what to do if heard nothing. 10:30 Wednesday morning, finally a response to say they were suffering delays but I would hear by 18:00 Tuesday evening! Is this surgery for real! Have now sent 3 emails to surgery and no reply. Something really does need doing about the management and running of this surgery before its too late.

  
  
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• Impossible to get health care

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  Submitted by Richard Latham 5th August 2021

  It is impossible to book appointments by phone or online. The systems are useless, tha staff are great when you can get to talk to them

  
  
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• Patient care to patient despair

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  Submitted by Mick Brown 4th August 2021

  Once an active patient engaged service now no more than a helpdesk . My son is immune compromised and had suffered pain in his side with urinary issues. Obviously onto the dreaded e-consult no response first time second request on week three . Missed call by 4 minutes so rang surgery to be told to re apply . As a working person it is totally not practical to either have phone to hand eight hours a day . Please stop hiding behind the COVID excuse and move on to the service you should provide instead of pushing onto walk in centres which are much busier than the local GPS . I suggest u revisit the patient charter you publish because it bears no resemblance to your actual patient service My son does work for the NHS trust he is also busy

  
  
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• Diabetic care

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  Submitted by serena 14th July 2021

  Completed a form to speak to a dr/nurse regarding my ongoing diabetic care. No diabetic nurse anymore. Routine bloods taken last week by nurses as no Blood nurse now available. called to get results 37 minutes on hold when asked for results lady did not know where on her screen to find them, then when results eventually found and given read notes from Dr to say I needed to be seen. lady then explained would need to complete a ecomms request which I did on monday 12th, this is for an appointment Dr had requested about my on going diabetic care, which I have no help with, seen a nurse once. Just received a email stating no one will be back in contact with until Monday 19th !! this is not good enough, I need support with my diabetic care and feel I have had none from this practice. Medication needs to be changed, not feeling at all well. Will be looking into changing Drs, where are the staff, did have a Diabetic nurse when I was first diagnosed and a fabulous phlebotomist don't blame them for jumping ship, poorly managed and cant retain staff

  
  
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• 5 month old baby

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  Submitted by Anonymous 12th July 2021

  I have phoned numerous of times to get an appointment for my young baby, only to be made out to sound stupid for calling and just be told to go to the walk in centre! This doctors surgery is appalling and will be moving.

• Reply from Thorpewood Medical Group

  Thank you for your feedback on Healthwatch. I apologise for the way in which your contact has made you feel. The Doctors and Allied Professionals are fully booked up very quickly each day, I am sorry. However we have a duty Doctor who would have been asked about this call. I would like to investigate this further please. If you are able to email the Surgery - thorpewood.d82048@nhs.net and let me have more detail, I will find out the exact position. Again, I apologise if the standard of service has not met your expectation. My regards. Andy Cutting Practice Manager

• blood test

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  Submitted by Anonymous 7th July 2021

  I waited on the phone for 50 mins to book a blood test when I was 5th in line only to be told the best date was 26/7/21 at 11-10

• Reply from Thorpewood Medical Group

  Thank you for your feedback. The phones have, are and will remain busy until the Covid Vaccine Programme is complete, I am sorry this has impacted on you. For example, we have 11000 adults of which to date 9898 have received their first dose and 7381 their second. Unfortunately this does bung the phones up, I am sorry. In relation to your blood test appointment, please email the Surgery address for my attention and I can investigate this for you. Address - thorpewood.d82048@nhs.net Thank you. Andy Cutting Practice Manager

• Difficulty in Seeing a doctor

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  Submitted by Anonymous 25th June 2021

  first is difficulty getting an appointment, having to jump through hoops trying to get appointment, doctors seem to be short staffed, relies heavily on nurse practitioners, that is if you can get past receptionist, then end up being told to book on line, this so difficult with umpteen forms a lot of which bears no relation to your problem, so constantly going backwards and forwards trying to give the necessary info, a lot of time getting fed up and just giving up, GP's just seem to have fell apart under Covid and this makes me wonder where we can go from here.

• Reply from Thorpewood Medical Group

  Dear Anonymous Thank you for your feedback and I apologise for the adverse experiences you are encountering. I am more than happy for you to attend the Surgery in order to show you E Consult. Over 3500 Surgeries utilise this and over 60 million forms have been submitted to people\'s own Surgeries to date. Please email the Surgery address thorpewood.d82048@nhs.net and confirm if you would like to arrange a date and time. This has huge benefits for our Doctors and should be of value to you, but I clearly need to show you this. The Surgery did experience an immediate loss of 2 GP\'s going sick with no notice for a long period. Such a resource can not be immediately replaced on the spot. It is covered now, but we are still catching up. We do have well qualified and specialist Advanced Nurse Prescribers, Physicians Associates and Clinical Pharmacist. There are occasions where these Allied Professionals are more qualified and experienced to deal with problems, over a GP. I thank you again and ask you confirm if you wish to attend the Surgery as above. My regards. Andy Cutting Practice Manager