Coventry Road Medical Centre

Dear patient
As you will be aware, since Covid 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. It is not however the case that you will not get through to the triage line. We regularly have Patients who telephone on more than one occasion in the same session and manage to get through. Monday sessions seem to be the busiest. On the odd occasion where you are not able to get through please do try in the next triage session. if unsuccessful after three attempts, please leave a message for the Practice manager who will investigate and you will be contacted with a response, in a timely manner. I hope this helps.

Dear Patient

Thank you for your review.

You waited approximately two week after your medication had finished (you were prescribed a 4 week course on the 9th of November 2022 and telephoned for a repeat on the 23rd of December). You telephoned the Practice out with the clinical triage time (The morning triage times are between 0900-1000 and you rang at 11.42). You were asked to telephone again in the next telephone triage time which would have been approximately three hours after your call. You subjected the Receptionist to harassment lasting over 20 minutes. Amongst other things you questioned her repeatedly about the complaint escalation policy when you had not even put in an initial complaint? When she advised you she has explained the process and would have to take the next call you reply was " no, this could take 2 hours". She also records you were "constantly name calling". She stated she felt intimidated and harassed by you. This was not the first incident at the Practice involving you.
Please be advised staff have a right to work in a safe and comfortable environment without the fear of harassment and intimidation.
The Practice wishes you a good relationship with your new Practice.

Kind Regards

Coventry Road Medical Centre

Dear Patient
Thank you for your review. I do not however fully understand the issue from your comment. Please contact the Practice clinical triage line for clinical care and advice. If there is an issue with the process of doing so, please leave a message for the Practice Manager who will contact you for further support. 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 desire. Your patience in this matter is appreciated. Patients, on occasions will be consulted by a Nurse but this is only when they are the appropriate member of staff to cater to your clinical need. I work closely with reception staff in the clinical triage sessions and have not experienced them having poor communication skills or giving poor advice. Please accept my apologies if your experience has been negative and feel free to leave a message for the Practice Manager who will investigate and contact you with a response. I hope this helps.

Dear patient
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. This also avoids any wastage in an already strained health care system. I hope this helps.

Dear patient
As you will be aware, the NHS as a whole is experiencing unprecedentedly high demand. For this reason 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 desire. Your patience in this matter is appreciated. As this is due to high demand this delay may be unavoidable. It has been found that Monday and Friday seem to be the busiest days. Telephoning in the middle of the week may reduce your wait time. I work closely with reception staff and have never experienced them to be patronizing or rude. There may be occasions where them explaining systems and protocols of the Practice can be misconstrued as patronizing or rude. Please be assured that in these cases this is not their intention. In future if you feel your experience is of a negative nature please feel free to leave a message for the Practice Manager who will investigate and contact you with a response.

Dear Patient. Please accept my apologies if your experience has not been a positive one. In every eczema case the clinician will make a clinical decision whether they are going to prescribe the previous medication for the Patient or if it it is time to try an alternative one. This is especially important if the child has previously been prescribed anything that is steroid based. Please feel free to enquire every time there is a misunderstanding. You can also leave a message at Reception for the Practice Manager who will investigate and respond to your query in a timely manner. I hope this helps.