College Green Medical Practice (Health & Wellbeing Centre)

Dear patient

It’s extremely disappointing to read that during your last 2 appointments you have felt that the Doctor has lacked compassion, empathy and time. Feeling like a number rather than a person is not how we want our patients to feel after a consultation.

Waiting in a queue for an appointment is very frustrating and we are fully aware of this. We are always looking for new ways to improve and make CG a better experience for our patients.

You can request the Dr you would like to see and we will always do our level best to get you an appointment with that Dr, but as I’m sure you can appreciate; some Dr’s have to spend some of their time teaching and therefor consulting hours are reduced. I urge you to book an appointment with a Dr of your choice, if you still need it, and explain to the Dr how you are feeling, I am confident they will address your concerns.

Thank you for acknowledging that our reception staff are always nice, they always do the best they can for our patients.

Kind regards
Joan Beddows
Complaints Assistant

Dear patient
Thank you for bringing your concerns to our attention and hopefully giving us the opportunity to make amends.

Appointments can be extremely frustrating; we are aware of this and we’re always looking for ways to improve the system. We now have extended opening hours, Monday to Friday, 08.30 to 8pm and Saturday 08.30 to 5pm. You can also book an appointment using the V-Consult, which is much quicker that calling the surgery and waiting times are within a 3-day period. For urgent appointments, there is always a Duty Doctor available.

At the moment, parking can be difficult due to works taking place on the 3rd floor, currently 1/3 of the parking is taken up by the building company, however, there is always spaces at the front of Bournville Gardens, at the north end. Parking is also very congested at the moment due to Covid and Flu clinics.

The 3rd floor will be taken over by ROH and we’re really looking forward to working in harmony with them. The works are scheduled to finish by 31st January 2023.

I hope you will read my reply and maybe reconsider looking a new G.P surgery.

Kind regards
Joan Beddows
Complaints Assistant

Thank you for your feedback.

This is clearly a problem which I would like to look into for medical reasons for you and so that as an organisation we at College Green can learn and improve.

It is your right to remain anonymous, however I can’t check on your situation and share the learning without investigating properly.

Please, contact us either via our V-consult on the website or by phone.

Yours sincerely,

Philip Western

Hi
Thank you for bringing this to our attention.

Can I please ask you contact the surgery regarding this matter so it can be looked into further. Thank you.

Kind regards
Joan Beddows
Complaints Assistant

Hi
Thank you for taking the time to leave this feedback and 4 stars, it’s great to know how impressed you were. As a new patient, maybe you can offer suggestions as to how we can make your experience better and hit the 5-star score?
There is a patient feedback and suggestion box at the reception desk, you are very welcome to leave any suggestions.
Kind regards
Joan Beddows
Complaints Assistant

Hi
Thank you for your feedback and your acknowledgement that the staff at CG are nice.

We do appreciate that not everyone will be pleased with the merging of 3 surgeries, even though we worked very hard to make the transition as smooth as possible for everyone involved. The positive side of the merger is that CG now has so many services to offer, including extended opening hours every weekday till 8pm and every Saturday from 9am to 5pm.

CG has always offered face-to-face appointments however, during the pandemic, a Dr would call the patient to triage and if the Dr deemed it necessary, the patient would then be asked to attend the surgery.

For many months now patients have been given a choice of a face-to-face appointment, or a telephone consultation if the patient feels too ill to attend the surgery or if they feel a telephone consultation is more suited to their situation.

I hope this information has been of some help to you.

Kind regards
Joan Beddows
Complaints Assistant

Hi
Thank you for taking the time to write this feedback.

I am sorry to read that you feel unheard, this is definitely not how we want our patients to feel after a consultation. If you feel you still need treatment, I urge you to book an appointment with a Dr of your choice and explain how you are feeling. I am confident that if you discuss this with the Dr, you will be heard. If you feel you no longer need a Dr but would like to discuss this matter, please contact the surgery and ask to speak to the complaints manager or the practice manager.

As for the appointments, non-urgent wait times are normally around 2 weeks, however if your appointment is urgent, you will always be able to get an emergency appointment. There is also an option of using the V-consult. This can be found on our website: https://testcgmp.digipractice.org/contact-us/ or by clicking on this link direct: https://m85029.thevconsult.net/#/ when filling out the V-consult form, please state if you would like a face to face appointment or a telephone consultation. The average wait time for a V-consult appointment is 3 days.

I hope this has been of some help to you.

Kind regards
Joan Beddows
Complaints Assistant