"Bad experiance"

Dear Patient

Thank you for providing feedback via NHS Choices. As a surgery we appreciate feedback of any type as we are always looking for ways to improve patient experience with us.

Even though you have posted anonymously, I remember this case. I was involved in the various discussions with the hospital & also trying to rectify the delay.

We are only able to prescribe medication requested by a hospital if we have the consultant’s advice in writing. This provides us with the dose, frequency, clinical grounds & any other crucial information we, as your GP surgery, need to know.

Even though a nurse specialist did ring a few times to discuss the medication, we did request each time that we need the consultants letter explaining the exact details we need to prescribe.

We realise that, as a patient, this is not what you want to hear, but I'm sure you will appreciate that when any medical instructions are being sent by any external service, that your GP ensures we are fully aware of everything. We have a duty of care to all our patients to ensure we are working safely.

Our working times from receipt of any document, to process & GP input is 5 working days. We do however adjust that to incorporate any urgent requests or information.

I appreciate your suggestions on making a more streamline process. We are bound by NHS medical systems, which receive all documents, and whilst this is dealt with every day, the document download does initiate first thing every morning. This is then processed and sent to the GP for action. We can receive upwards of 180 documents per day, unfortunately the medical system cannot differentiate between urgent & non urgent. Every document has to be read & highlighted before being sent to a GP. The GP then, between their morning & afternoon clinics, will action each & every letter that has been sent to them.

We do have a designated staff member each day working these documents from start to finish. Any documents which are received later through the day, are dealt with the following working day. However, when we are notified that there has been an urgent request sent that day, we deal with it immediately.

I do apologise there was a delay, this was not our intention. When an urgent document has been identified, if the GP is already in their clinic we have to wait for a convenient time to disturb them to issue an urgent medication.

I do believe that we gave clear communication to you throughout this issue. I appreciate & understand that it was not the outcome you wanted, but we have to follow protocols.

I hope that I have been able to address your concerns & suggestions.

Again, thank you for taking the time to leave your review. These reviews are invaluable to ensuring we are providing the best care possible to our patients. Even though we cannot take on board your suggestions due to the constraints of the medical system & the working day, I do thank you for them.

Sara Atkinson Practice Manager