Thorpewood Medical Group

Feedback

• On the phone for an hour and a half

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  Submitted by Collected by a PPG member 28th February 2022

  The experience at the surgery is fine once you are here, but I find with E consult it can take a few days for someone to get back to you. I was on the phone waiting for an hour and a half today to get this appointment.

• Reply from Thorpewood Medical Group

  Thank you very much for the time in providing us with feedback. I am sorry the E Consult & phone are proving difficult. If you wish to come to the Surgery, I can show you E Consult as we respond quickly setting a date for an appointment or give guidance on what to do. You are more than welcome, just make yourself known to me. The Covid Vac programme has continued to be demanding for us on the phones, I apologise. We have changed the system, the messaging and music in response to patient feedback. I am hopeful as the Flu Clinics and Covid demands commence to ease, this whole picture will be different. Thank you for your kind words as well. My regards. Andy Cutting Practice Manager

• I think the phonelines are awful

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  Submitted by Collected by a PPG member 28th February 2022

  I think the phonelines are awful, what is needed is several phone lines for appointments only. I cannot get blood test here when I have my cancer treatment which is frustrating. My doctor appointment today is running late.

• Reply from Thorpewood Medical Group

  Thank you very much for providing us with feedback. I apologise the wait on the phone has caused you problems. We have recently changed our system, the messaging and queue numbers in response to patient feedback. I am hopeful this will be better. Please remember we have been facilitating the vaccine programme for Covid and are currently arranging the Flu vaccinations. Thank you again. Andy Cutting Practice Manager

• I would like a face to face appointment

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  Submitted by Collected by a PPG member 28th February 2022

  The website needs to be updated so it's easier to understand and it needs to be easier to access to get an appointment. At the moment it seems to be designed to signpost people to the walk in centre. When you are ill you just need some help and I would like to be seen face to face. The waiting times to see anybody are too long and it makes you anxious waiting all day for a phone call. Even having a two hour window would help. I just feel at the moment the system is not working.

• Reply from Thorpewood Medical Group

  Thank you for your feedback. Please feel free to make yourself known as I can show you how to use the online consultation. The Website has recently been replaced and receiving positive comments. It does not signpost people to the Walk In Centre. I am more than happy to meet you and go through all our access points. Thank you again. Andy A Cutting Practice Manager

• I have difficulty getting an appointment

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  Submitted by Collected by a PPG member 28th February 2022

  I do have difficulty getting an appointment at the surgery.

• Reply from Thorpewood Medical Group

  Thank you for the time in leaving feedback. I apologise if you have had problems in getting an appointment. You are able to phone or submit an online consultation form (EConsult). If I can help with EConsult , please make yourself known to me and we can arrange to go through the system. We have increased the Face-to-Face appointments with doctors recently, but there is still a very high demand. If you need to see a GP when you phone or send in an E Consult, you will be seen. Reception on receiving calls do feed information to the on-call duty doctor who makes the decision if patients calling in are seen or not, as are E Consults brought to the attn of that Doctor. Thank you for the time in sending in this review. My regards. Andy Practice Manager

• Generally happy

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  Submitted by Collected by a PPG member 28th February 2022

  I am generally happy with the surgery. I live close so can pop in and make an appointment.

• Reply from Thorpewood Medical Group

  Thank you for your the time in leaving the Surgery a positive review. All on site appreciate such a gesture. My regards. Andy A Cutting Practice Manager

• I just cannot see my GP

  1

      

  Submitted by Collected by a PPG member 28th February 2022

  I find it is so difficult to get an appointment and I cannot get to see my GP. I find E consult very difficult to use. I have been sent to the walk in centre which is not good as I end up waiting outside in the cold.

• Reply from Thorpewood Medical Group

  Thank you very much for your feedback. I apologise you find it difficult to make an appointment, have problems using E Consult and are not happy to visit the Walk In Centre. Our doctors do see patients Face to Face and have been all through the pandemic. The current way of working is for either e telephone call to you or sight of EConsult and then the doctor determines clinically if a Face-to-Face appointment is needed. When you call, a receptionist would seek instruction from the on-call GP. Should the list of patient appointments be at capacity that day to safely deal with, but the Doctor believes you need to be seen with what you are presenting; you will be offered to go to the Walk In Centre. All Surgeries pay towards this service and use it for such occasions. I apologise if this causes you inconvenience. If you would like me to show you E Consult please make yourself known. I can welcome you and family or friends and show you more about it and how to use it for your purposes. Thank you again. Andy A Cutting Practice Manager

• Great Staff

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  Submitted by Collected by a PPG member 28th February 2022

  I have no problems with this surgery and am happy. I think the staff are great.

• Reply from Thorpewood Medical Group

  Thank you very much for this positive review. It is appreciated by colleagues on site and lifts the spirits. My regards. Andy A Cutting Practice Manager

• Totally dissatisfied

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  Submitted by Collected by a PPG member 28th February 2022

  I am totally dissatisfied with all aspects of this surgery but am finding it impossible to change.

• Reply from Thorpewood Medical Group

  Thank you for your feedback. I am disappointed you are so dissatisfied; I am sorry. If you would like to let me know more, I am happy to try and address any issues for you. My regards. Andy Cutting Practice Manager

• I find the communication is very poor

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  Submitted by Collected by a PPG member 28th February 2022

  The communication by this surgery is very poor. When waiting to hear back from a doctor it would be good to have a date and time. I really want to see my doctor face to face. I do not find the E consult helpful and have had problems with my medication reviews.

• Reply from Thorpewood Medical Group

  Thank you for your feedback. I apologise if the standard of service does not meet your expectation. We always give a date and have introduced a time period recently based on patient feedback. If you are using E Consult please check the email address you sent it in from. All E Consults are responded to with information from the Surgery with dates and times. We have never stopped Face to Face appointments all through the pandemic. These have recently been increased. If you would like to provide more information on the problem with Medication Review, I am happy to look into this for you. My regards. Andy A Cutting - Practice Manager

• No Problems

  4

      

  Submitted by Collected by a PPG member 28th February 2022

  I have not problems with the surgery and am happy with it.

• Reply from Thorpewood Medical Group

  Thank you very much for such encouragement. Such positive feedback lifts the whole Surgery. I appreciate the time you have taken to provide this. Andy Cutting Practice Manager