On 28th May I was signed up by a Practice nurse to the 'MapMyDiabetes' website with the wrong NHS number. I alerted the reception team to this error via the online service on 2nd June, the reply of 4th June stated it would be dealt with on this particular nurses return. I do not wish to use the Mapmydiabetes website while it holds incorrect details, and due to this error have even less confidence in the surgery than before (despite GP's not telling me I have anaemia going back 5 years, also stating my liver test results are 'fine' following some deranged results and therefore not telling me I have a fatty liver - thankfully a hospital consultant did that today...) Someone at the practice must be able to correct this Data Quality issue, it can't be left to just one overworked nurse. As an aside, I have found the receptionist team helpful since I joined this surgery in 1998, they are a saving grace.
Reply from Thorpewood Medical Group
Dear Patient
I apologise for this and need to investigate further please. I am grateful for you leaving feedback, it is helpful thank you.
Please would you email the Surgery E Mail address with your details in order I can identify what has happened please. thorpewood.d82048@nhs.net
Thank you again.
Andy Cutting
Practice Manager
I had debilitating back pain
1
Submitted by Anonymous8th June 2021
I had debilitating back pain - had to wait in the end three weeks to be see, was unable to walk, told to use private osteopath, in the end prescribe pain killers which helped but left me head in clouds - I did get an mri scan - but I have now been chasing out come for 2 weeks and the surgery don’t reply to their own email system - really what’s the point of this surgery ? They hand off to ane and 111 and private medical - someone needs to step in and sort the situation
I wanted to arrange a PSA test as my family has a history of prostate cancer and despite several attempts to use the booking system it does not cater for this. Also I complained at the long waiting times on the phone and was assured with the new online sysytem this would change 9 months on STILL as bad as ever 20 - 30 min waiting on the phone
Reply from Thorpewood Medical Group
Thank you Ron T, for the feedback and secondly having the courtesy of stating your name.
If you would like to email the Surgery for my attention I can look into the test you have stated. E Mail - thorpewood.d82048@nhs.net
The reason for the phone traffic is purely related to the Covid Vaccination Programme. It is about to be upgraded again, but would still be the same given the current pandemic. We have 11000 adults of which 10000 have received their first jab and nearly 8000 their second. Most of the arrangements for this has been over the phone. This has caused the delays.
I apologise for your frustration.
My regards,
Andy Cutting
Practice Manager
Moved to another surgery
1
Submitted by Anonymous19th May 2021
After 12 years of awful service I’ve now moved GP surgery. Can never get through on the phone, rude receptionists and general lack of service. Most patients seem to be told ‘go to walk in centre’ and long waits on the phone. Appointments rarely available. A couple of great GPs but awful management make it impossible to get seen.
Reply from Thorpewood Medical Group
Thank you for your contact. The Doctors and Allied professionals are booked very quickly each and every day. The demand is the highest most Surgeries have experienced.
When all appointments are taken patients, dependent upon what they are presenting with, will be signposted to other health care services.
I do not accept your comment on rude receptionists.
The Surgery have experienced two absent GP\'s on long term sickness. Whilst I now have them covered, it is not an immediate resource to cover.
The Surgery experiences an average of 6400 appointments per month.
Patients will have delays on the phone at present whilst the Covid Vaccination Programme is running. We have 11000 adults. To date 10000 have received the first vaccination and nearly 8000 their second. This will cause traffic on the phone.
I apologise for the experiences you may have encountered.
My regards.
Andy Cutting
Practice Manager
Dreadful
1
Submitted by Anonymous19th May 2021
I phoned up this morning and was told I had to speak to a doctor I don't like, or go to A&E. I did speak to the doctor in the end as I didn't want to go to A&E. He said he would prescribe me some medication, and I asked for anti-sickness tablets as well. I went to the chemist to pick them up - but anti-sickness had been forgotten. I just spent an hour on hold trying to sort it out.
Reply from Thorpewood Medical Group
Thank you for your feedback. I apologise the medication stated for anti-sickness was not available with your other medicines prescribed.
The Doctors and Allied Professionals are booked up very quickly on a daily basis. The Surgery actually conducts on average 6400 appointments per month. On occasions when full, the Surgery will sign post patients to other health care pathways dependent upon what the patient is presenting with.
My regards.
Andy Cutting
Practice manager
Cannot fault the service provided at all!
5
Submitted by Claire Nc10th May 2021
I have used the online EE consult service twice this year and both times I have had the replies and contact from the surgery as detailed. The issues have been resolved quickly and efficiently by the GP and Nurse. In the current pandemic I believe that the service provided is above and beyond and I cannot fault the dedication of all the staff.
Reply from Thorpewood Medical Group
Thank you for your positive feedback. Such comments lift the moral of the whole Surgery.
I will share this with all. Again, thanks for your time and thoughts.
My regards.
Andy Cutting
Practice Manager
Online service useless
1
Submitted by Anonymous4th May 2021
All I wanted was my medication reviewed. There doesn't appear to be anwhere online I can do it. I tried using econsult. What a joke! It told me I had a serious illness and to ring 999. Pre covid service was so much better.
Reply from Thorpewood Medical Group
Thank you for your time in giving us feedback. I apologise you encountered problems using E Consult to access us for a medication review.
Thank you for trying E Consult. If you select \"Start a review\" at the bottom right of the listed illnesses, it enables a medication review form to be completed. If you have tried this and got the alert, then you either mistakenly made a selection or really did need to seek urgent medical attention.
I am more than happy to invite you to the Surgery and assist with how E Consult works. I can take you through the system. Unfortunately the pandemic has prevented me being able to go out in the community and show people. I am sorry.
Thank you.
Andy Cutting
Practice Manager
Where did my doctor disappear to?
1
Submitted by Anonymous22nd April 2021
My phone bill has increased enormously because of waiting to get through...last time was 1 hour. Registered on line but still unable to make an appointment. System is totally inadequate. How on earth does this practice score 3.5 out of 5 in feedback?
Reply from Thorpewood Medical Group
Thank you for your feedback.
I apologise for the length of time you experienced on the phone and the On Line registering difficulties you have encountered.
The phone lines have been bust for the duration of the Covid Vaccine programme, which has been a telephony priority. We have 11000 adults and to date 9898 have received their first vac and 7381 their second. This hopefully demonstrates why it takes a while on the phone. Thank you for signing up to online services, this is SystemOne. Blood tests and Nurse appointments are available, but then are taken the screen gives the appearance there were no appointments available in the first place.
We have introduced E Consult. This enables a quicker access to the Surgery and a Dr will se your form within two days. You do not need to register, just access our Website and select the red box with \"EConsult\" on it.
Thank you.
Andy Cutting
Practice Manager
If you can get past the management
1
Submitted by Graham Toomey21st April 2021
As most people have stated, getting through to someone on the phone is horrendous, either wait for an hour and sometimes having the phone disconnected.
Usually abrupt and un helpful receptionist.
The e consult is hilarious, "what do expect from this consultation"
IF!! you could get to see someone then they are good and helpful.
Have been with the surgery for 19yrs. And this has been getting worse before Covid.
I've given up know and found another surgery further away, but they can't be any worse.
Best thing they could do is replace the practice manager with someone who cares about the practice, not just the finance.
I am 85 hard of hearing and unwell since I had a pacemaker fitted 6 weeks ago , the doctors do phone me but I cannot understand what they are saying, I have asked for an appointment but all I get told is they cannot open the flood gates for everyone,I have e-mailed my MP over this because I think this is disgusting.