Care Opinion

Broken System

Story from nhs.uk

"Broken System"

About: Beacon Medical Group

I have been trying to see my new doctor since my previous doctor retired. I am told that only the doctor can book an appointment post a telephone consultation. Since my previous doctor retired I have not seen, or been told, who my new doctor is. Telephone appointments have been with locums who haven't been particularly helpful. I have long covid, type2 diabetes and possibly, arthritis.

During my treatment for long covid it was suggested that new research states that long term use of metformin is likely to have some adverse effects and I should see my doctor to review this. After waiting about 2 weeks for the telephone appointment, the locum was dismissive of this, told me to go for blood tests then see my doctor to discuss. I had the tests done the next day and received a call from the surgery a couple of days later. Although told to see

my doctor by the locum, again i had to book a telephone appointment! This was another 2 weeks away and again, only during this call could the doctor book an appointment for me to come in and talk with them. So, at the earliest it will be 5 week wait to see a doctor!

I strongly feel this is a case of profit before patient. We are not in the midst of a pandemic so all this system does is add delay and is a poor reflection of what is supposed to be a primary care provider to the public. Pre-pandemic the system worked well so why are we not able to return to it?

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Responses

Response from Beacon Medical Group 2 days ago
Beacon Medical Group

Submitted on 20/11/2024 at 11:05
Published on nhs.uk at 11:05

Thank you for taking the time to provide feedback on your experience. I am concerned to hear that you are not aware of who your usual GP is as we should have contacted you regarding this. Our practice has a usual GP system for continuity of care for patients, we try where possible to book patients with their usual GP. I am sorry to read that you haven't yet spoken to your own GP. We can look into this for you if you are happy to email us with your personal details at the following address d-icb.beaconcomplaints@nhs.net.

Demand for healthcare services is growing this means there is a wait for appointments. We reserve a number of appointments each day for urgent clinical presentations, routine appointments are offered as they are available- unfortunately there is a wait. Most practices across the country have changed the way care is delivered from pre pandemic, this is due to increased demand. We do offer face to face appointments, these are based on clinical need and will be offered to you by your GP or clinician if is felt needed. If you feel you need to be seen face to face you can mention this during the call with the GP. I am sorry that we aren't able to see you sooner.

I note that you have spoken to a GP about your medical concerns and a follow up has been arranged for you, if your condition changes and becomes more urgent please contact us.

We would like to check that you have an appointment with your usual GP and to inform you directly of who your usual GP is. If you could send us your details via email we can assist with this.

Thank you for your feedback and we hope you get what you need from your appointment.

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