have thought about changing to another practice,I feel that the system you have is ridiculous hard to see a doctor when you need to also the call back system doesn’t work for me, I know if I need to see a doctor or not,also there should be more communication between you and your patients where follow ups are concerned just think that the service has gone down hill a lot in the past few years don’t even know who my gp is anymore.
Response from Patient Services Manager, Hillcrest Surgery - Twickenham Road
Dear Ms Lee
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you were not completely happy with the service we provide.
Since the Pandemic started in March we are not booking direct face to face appointments with clinicians. However, we are booking telephone consultations and have introduced an online econsultation form too. A clinician will then triage the problem you are experiencing and will arrange the appropriate intervention. This may be a telephone call, a video consultation or face to face if deemed necessary. In terms of follow ups with a clinician if the clinician deemed this necessary they can arrange this with the patient directly.
In terms of knowing who your GP is I can advise this is Dr Gupta.
If you require any further information regarding the points you have raised or wish to discuss this further please contact me at the practice on 0121 373 1885 or by email to modality.hcs@nhs.net, please mark the email for the attention of the Patient Service Manager.
Kind regards
Karen Carrol
Patient Services Manager
Response from Patient Services Manager, Hillcrest Surgery - Twickenham Road
Dear Patient
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you are unhappy in respect of the service we provide. As your comment was posted anonymously I cannot contact you directly. I would welcome the opportunity to discuss this in more detail as I am unclear what the issue is that you are experiencing and need further clarity.
If you wish to discuss this further please contact me at the practice either by telephone or by email to modality.hcs@nhs.net, please mark the email for the attention of the Patient Service Manager.
Yours sincerely
Karen Carroll
Patient Services Manager
diagnosis and gave me advice as to what I should look out for whilst taking the prescribed meds, as well as the next steps, if the issue didn't resolve itself.
I’m very disappointed with this surgery,even before the pandemic I have thought about changing to another practice,I feel that the system you have is ridiculous hard to see a doctor...
