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Continually slow and poor service

Story from nhs.uk

"Continually slow and poor service"

About: Beech Tree Surgery

The Riccall branch of this surgery seems to be slowly shutting down, reducing services offered. There is never a doctor on site and only occasionally a nurse or healthcare assistant. On the whole, I have found reception staff at Riccall friendly but unable to help with even simple queries. On trying to collect a prescription today I was advised it’s not there. It’s required over the weekend. I did try to collect earlier in the week but the practice was closed due to staff shortages. The receptionist was unable to put a request on the system for a prescription to be issued to selby for my husband to collect later, and simply said there was nothing she could do and we’d have to contact the selby branch. I’m currently number fifteen in a queue and have already been on hold for fifteen minutes. It’s far from an ideal use of my morning.

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Responses

Response from Beech Tree Surgery 7 months ago
Beech Tree Surgery

Submitted on 24/09/2024 at 10:28
Published on nhs.uk at 10:28

Thank you for reaching out to share your recent experience at our Riccall branch. I’m sorry to hear about the difficulties you’ve encountered, and I understand the frustration this has caused, especially with the need for timely access to your prescription.

Regarding your concerns about service availability, we are actively working to improve the coverage and support at our branch sites. While we currently have limited clinical presence at Riccall, we are in the process of reviewing our service structure to ensure that we can offer consistent and accessible care across all our sites. I apologise if this has made it seem as though services are being reduced, alongside unavoidable staff shortage.

In relation to your recent visit to collect a prescription, I’m sorry that you faced inconvenience and were unable to receive assistance as expected. We strive to ensure that all our staff are equipped to handle patient queries effectively. I will address this with the team to ensure that alternative solutions are offered when immediate assistance isn’t available at one of our branches.

Your feedback about the call wait times is also noted. We are continuously working on improving our phone system and response times to reduce the burden on our patients.

We really do value your feedback as it helps us identify areas for improvement.

Thank you for your understanding and patience as we work to provide the best possible care and service to all our patients.

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