Burlington Road Surgery

Dear Anonymous,

I am sorry that you have had this experience. This is a very busy Practice and our reception team deal with over 100 calls per hour at the busiest times which can build in stress; especially when they receive verbal abuse on the telephones or face-to-face at the front desk which can have an adverse impact.

I do have letters and e-Mails that applaud and compliment the Reception team in their professional and courteous manner but this should be maintained at all times and rudeness from any employee is never acceptable. I will take your comments on board to try and ensure that your experience is not repeated.

Regards

Jo Lennox
Business Practice Manager

Dear Anonymous,

I am sorry that you have had this experience and will take on-board your comments about rudeness. In terms of seeking information, the reception team ask patients for their symptoms, not for any form of diagnosis but so they can direct you to the best available clinician (e.g. if it was a matter connected to a diabetic problem then you would be booked in with our Advanced Nurse Practitioner (ANP) who leads on this for the surgery, similarly if it was an asthmatic problem you would be put in with our respiratory lead); this would secure the best clinical outcome for you as a patient.

We are an extremely busy Practice and our appointments do get taken quickly although presentation's of clinical emergency are always attended to by a G.P. on the day. In an attempt to manage demand and provide the most available appointments we only open up the GP consultations "on-the-day" but you can make a pre-bookable appointment on-line with our ANP's (once you register for on-line booking) and you can also pre-book into our minor illness clinic at any time.

Regards

Jo Lennox
Business Practice Manager

Dear Anonymous,

I am sorry that you have had this experience as it is not the service that I have designed or the view I wish patients to have of the team. Please contact me at the surgery and I would be happy to address your concerns specifically.

Regards

Jo Lennox
Business Practice Manager