Coventry Road Medical Centre

Dear Patient.
Thank you for your review. I do not however fully understand what the complaint is. The GP would not be asking you what the next course of action should be but would be including you in the decision making process. The Practice Manager does deal with all concerns and complaints in a fair and timely manner. You are welcome to leave a message and you will receive a timely response.

Dear Patient
Thank you for your review. The Practice operates a telephone triage system where all calls are taken then signposted to an appropriate member of the Practice skill mix. This avoids wastage of appointments and determines the Patient will receive the appropriate clinical care. There may be times as it is generally the case within the NHS as a whole, where you may be waiting on the line for longer than desired. Your patience in these cases is appreciated. The Practice does offer an interpreter service and this is at the point of your consultation. General Practice unfortunately do not have interpreters available when you initially contact the Practice. This is not just the case at this Practice but within the NHS as a whole. I hope this helps.

Dear Patient
Thank you for your review. Unfortunately the NHS does not have a service where interpreters answer the telephone at the point of your contact. Upon request you will be a booked an interpreter for you consultation. As you are aware the Practice operates a telephone triage system and this is to ensure all patient receive clinic care at the point of contact. From this triage system you are then signposted to the appropriate member of the skill mix team. There may be occasions due to high demand where you will be waiting for a longer period of times than desired. This is the case within the NHS as a whole. Your patience is appreciated in this matter. You would however not be waiting for an hour every time you contact this service as we have Patients who manage on many days to contact the Practice more than once in a triage session. I hope this helps.

Dear patient
As you will be aware, the Practice operates a clinical triage line where the Patients receives clinical care at the point of contact. they are then signposted to a relevant member of the clinical team. This ensures all cases are dealt with appropriately and in a timely manner. There may be occasions where you will be waiting for a longer period of time than desired. Your patience in this matter is appreciated. Patients, on occasions will be consulted by a locum GP. This is in cases where regular staff are on maternity or annual leave. Due to regular staff requiring a work/life balance, this is unavoidable. I hope this helps.

Dear Patient
Thank you for your review. The Practice protocol requires three working days to complete your prescription request. I am not aware that this is not the case. Please accept my apologies if your experience has been different. Please feel free to leave a message for the Practice Manager on the next occasion and the issue will be dealt with and you will receive a timely response.

Dear patient
As you will be aware, the Practice operates a clinical triage line where the Patients receives clinical care at the point of contact. they are then signposted to a relevant member of the clinical team. This ensures all cases are dealt with appropriately and in a timely manner. I work closely with reception staff in the triage sessions and have not ever heard them being rude to Patients. There may be instances where you are requesting something out with the protocol and there refusal to action this request has been misconstrued as being rude or unprofessional. If this is not the case and your experience has been negative, please leave a message for the Practice Manager who will investigate and respond in a timely manner.