Park Leys Medical Practice

If you phone a Dr it’s usually for an appointment. Going through your issue/problem with a Receptionist first is not helpful or comforting. Where does this sit with patient/Dr confidentiality? I don’t want to phone the drs to explain what I need twice. I understand why you have introduced this system but I am not comfortable with it.

Doctor sent me to hospital without seeing me. When I was there I felt a complete fraud and the Doctors at A&E wondered why I had been sent.

Don't like the new system at all. I think it should go back to the way it was, that's how I feel, and if I am not well the Dr should come out to the house. Straight away. l am old.

Why tell receptionists what the problem is when it’s repeated to the Doctor. Opens up problems and litigation - Symptoms of flu are similar to meningitis. May not wish to discuss problem with receptionist as a) not medically trained and b) that's the whole point of calling a doctor. Providing details over the phone are not given in private - pts waiting in the waiting area can hear everything repeated including name address & details of problem. Most people I know, including myself, go to a doctor as a last resort - trying 1st to cure the problem with shop-bought medicines, then advice from a pharmacist and finally the doctor if all else fails. GP's are paid a lot of money - where is the value for money? We may as well get rid of GP's and just self certificate! The NHS deserves to see a return on its investment into primary care and my view is this it's an inappropriate use of resources! See your Q3 - no doubt the reasonable time is what you decide it will be! I would have left my name and address on but you would probably have blacklisted me.

I personally feel it is too much hassle, waiting for the receptionist and waiting sometimes over an hour for a call from the doctor.

You should be able to come to the practice straight away if you are ill. Phone calls and appointments should be made for minor problems.

I don't agree with the new system, much rather see the dr than speak on the phone.

Do not like new system at all.

The doctor is paid to see his/her patients. This service is very impersonal/invasion of ones options.

When I phoned the surgery I only wanted to make a appointment to see the Dr. I think it is a waste of time expecting the Dr to phone me, just to make an appointment.

I have no confidence in this system. It is beneficial to the surgery and not to the patients. What happened to patient care?

I prefer to speak face to face and discuss my problems on the phone I get confused and forget to say some things.

It takes to long for the dr to answer the telephone making the patient feel insecure in my opinion, the old system was more efficient and reliable.

On one occasion I was told that the Dr would call me back with 2 hrs. The Dr did not phone. I then had to repeat the procedure on the following day. That in my opinion is not an improvement.

It is not convenient when I am at work for a return phone call as I'm not allowed to receive phone calls on the shop floor.

It takes too long to reach the Dr. It is not any better than before It is not possible to talk to the dr of your choice.

I understand the new system and why it is being done but still wish to be able to make an appointment with the doctor of my choice even if it is not the same day. I do know that some patients are considering changing doctors due only to this system.

I have a hearing dog for deaf people; it lets others understand I am deaf. I would like to bring him to the surgery as very often I go onto somewhere else. My deafness is a problem to me, so he helps people understand my difficulties or he should do. My experience at the last visit was not a good one. I have not long been a patient at this practice. I am deaf so telephone conversations are quite difficult and can be stressful, frustrating for the doctor I would assume also. I also have multiple genetic conditions (rare) and don't think that the phone system suits me for most time. I do find one doctor difficult to understand, but I am sure when I get to know them I'll be ok.

It is sometimes a very long wait for the doctor to ring back.

New system not convenient if at work as you cannot always take a phone call.

We have been at this practice for approx 15 years & it worked very well. Now it has been changed it does not work for the patient at all. I am not able to see the doctor I want. I cannot always understand what the doctor says over the telephone.

Both times I have used the new system I have turned up at my appointment time but have had to wait a long time past my allotted appointment time to see a doctor. This seems especially bad at Fillongley where I waited nearly an hour past my allotted time.

I preferred it as it was before.

Keeping the phone free until the doctor calls is not easy. A number of people would not want to sit waiting for a phone call, can be up to an hour. If you are at work could be difficult. Works in theory maybe, not in practice.

Difficult to discuss personal issues as you need to tell people over the phone when it isn’t always private where you are. Lack of continuity all Drs at surgery are excellent but you can't always talk to the dr you would choose. I feel more of a nuisance to go through the new system and I waited until I had lots of discomfort because I didn’t want to go through phoning and I find it a lot more frustrating and off putting. Receptionists and drs have been excellent and helpful but for patients like me who really don't like going to the drs it is a real barrier.

I dislike being vetted by a Dr don't know, and who doesn't know me. Before I can make an appointment with the dr of my choice. The telephone appointments with my Dr work well. But not so, when an appointment is required.

I would prefer to make an appointment with the doctor of my choice when I telephone the surgery as was the case before the new system.

I found it embarrassing talking to the Doctor in front of my work colleagues. As I work full time it's the only time the surgery is open.

People that work in factories cannot easily have the use of a phone and cannot receive calls unless in extreme emergency.

I prefer face to face consultations.

I find this new system very inconvenient as at times you just want to call and make an appointment and be done with it. But now you have to phone and wait for a call back sometimes it is not convenient as at work. Also times there are more than one problem to discuss.

I would like the old appointment system rather than be at the end of a telephone.

If the surgery knows of any meeting that will delay a response, it would be useful to tlll the patient. I spent all morning waiting for a call which I later found out wasn’t going to happen until after a meeting. I only found this out by ringing a second time, most frustrating especially when ringing about a child.

I found it difficult to understand the Dr's English, however I eventually understood what was being said to me. On the whole communication was not easy and to some degree found the experience intimidating.

Although I was dealt with efficiently, I would still prefer to see a doctor for a consultation as it is not always convenient to discuss medical problems whilst I am at work and I feel I can explain my problems better in a face to face situation.

As a patient I am not happy discussing my problem over the phone, I work full time and so it is not convenient having phone calls from the doctor I know my own body and know when I need to see a doctor or not.

I understand the reason for the new system but losing the ability to book an appointment with my doctor of choice is not good. Personally I have built up trust with the doctor and feel comfortable with that doctor. I feel uneasy both on the phone and in an appointment with anothr doctor.

I do not agree with having to tell receptionists my problem over the phone. I also feel there are at times communication breakdowns with the GP when discussing issues over the phone. Sometimes I don't feel it is right for the GP to diagnose and prescribe anything without even seeing the patient.

I think the system is a step backwards.

I tried to make an appointment at the surgery and was told the only way was by phone which I thought was weird. I don't really feel comfortable discussing my details on the phone. I must say I was treated well on the phone but I still don't care for the new system.
Patients should still be able to request an appointment without having to have a Doctor call back.

This new system is ok. But there is one problem some work places will not allow phone calls at work and mobiles have to be turned off so if you should need a doctor it means having a day off work.

Too soon to make a true assessment my only use of the system is to get results of blood test and X ray. A real need or emergency is the criteria for any judgement.

It's easier to explain condition/symptoms face to face.

I find it annoying that there is no longer a telephone no to ring my surgery at Fillongley if I need to. It is also an inconvenience to have a 5 mile round trip to order repeat prescriptions
Sometimes can be difficult speaking to a doctor over the phone-uncomfortable - feel rushed by doctor - felt that some problems need to speak to doctor in person.

It would be helpful if requests for appointments with one particular doctor were agreed whenever possible to ensure continuity of treatment.

On one occasion I wanted to see Dr Horn and had to wait ten days.

Unable to see Dr of choice. Some problems can only be discussed face to face. How will minor medical matters be dealt with? E.g. wart removal?

Certain Dr's use speaker phone to make calls. This can be heard in sub wait A. I've sat and listened to many problems people have! Please provide the drs with equipment to aid privacy.

For more serious problems I would like to get an appointment straight away
I have not made an appointment over the phone. I make my next appointment when I am at the surgery.

I am sorry but the lady who talks about pressing whatever buttons talks a bit too fast and I forgot what she says previously. I don’t know when to press the button.

I do like to see the Dr at the surgery from time to time

Having not been a regular visitor to the surgery over the years I feel unable to comment on some questions. However I find it annoying not to be able to make an appointment at Fillongley when visited. I also realise the new system does deal with more urgent cases more efficiently.

I am a new patient so I do not know how your system works just yet.

As a newly registered patient I feel it inappropriate to comment.

Only problem with the doctors calling back is sometimes if at work you cannot get to use phone to enable the doctor to ring back. That is a bit frustrating when calling about children. That is the only downfall of the system.