Unity Healthcare - Clements

It's a pretty good surgery and they are doing well. I have found that econsult can be more drawn out as you have to wait for the reply and if you have any follow up questions you have to start a new submission and can't just reply to the doctor which is frustrating. I have amended the answers I've given to allow the form to be submitted too, otherwise the system does tell you to call the surgery. Once through it's all very good but getting through to the surgery is the issue. My son started experiencing problems nearly a year ago but all contact until today has been via econsult and he's had no face to face appointment. It's an ongoing situation which isn't improving but is impacting his education.

Econsult is very good, I do like to use the system as it has real benefits but it does draw things out as you can't discuss issues and the responses are short and don't adequately explain or address issues. I don't feel I've had a full explanation about whats happening around starting a new medication and my concerns haven't been taken seriously. There are times when you just need to see someone and the perception is that they want to keep you at arms length.

It is so hard to get through on the phone but once you are its fine and appointments are available. The phone message is unneccessarily long but the waiting on the phone does seem to be reducing in length which is great.

Having regular blood tests is fine, its all well organised and easy to arrange but for ad hoc issues its more difficult as most is done via econsult with no telephone consultations. Econsult as a system does work well for me to contact the surgery and because I work and they do respond. However, the responses are often very brief and do not always address all the issues or aspects covered in the initial contact. You then have to do another econsult for follow up information or need to try and speak to someone. Its frustrating having to repeat all the information already submitted because it hasn't been addressed in the first contact. At least when you talk to a clinician you can ask follow up questions or seek clarification easily, econsult does not allow for this. I've asked for my medication to be changed so the prescription is correct but this still hasn't been done after asking a number of times, it just becomes a hassle to deal with it. Long term conditions support is lacking Information from the hospital doesn't get on the system quickly enough so medication changes are not acted upon, I now have to print a copy of letters myself and bring them in because that is the quickest way to get medication changed. They must have the consultants letter they just haven't managed to get it on the system. We've also had issues where the surgery and hospital were arguing who should be prescribing the medication that was needed meaning that it couldn't be prescribed. Communication is one of the biggest issues at the surgery.

I've submitted 3 econsults for multiple issues but none have been responded to including one about a heart issue. I was trying to discuss issues around a pulse being 190. In the end I saw a nurse who arranged an appointment for me. On the morning of the appointment I had a high pulse again and the surgery called an ambulance for me. It just seems like they are really struggling at the moment. Staff are polite and friendly but they don't seem to have the time they need as a hospital letter about a medication change hasn't been added to my file so I haven't been able to have the new medication. I've just brought my copy in so it can be added and I can get the medication.

I feel that I get passed from person to person and prefer a face to face appointment to discuss issues. I'd prefer to just be able to come to the surgery and just book an appointment, however, when I have called and spoken to a GP they have offered an appointment with them. Staff are nice and caring.

There is a simple process in place to get appointments and if you compare now to years ago it is much quicker and easier to get the help when its needed.

My last two visits have been good. I had never had an annual reveiw so called the surgery to request one and I was given an appointment with a lovely nurse who was very thorough and helpful. She explained when my blood test results are back that I will need to have an appointment with a GP and she explained how to do this.

In terms of access to the surgery by phone it is frustrating due to the time it takes to get through. My flu jab was faultless today but I have had issues with blood test results not appearing on the app and I had to go through a nurse who could see them to get feedback.

I am diabetic and I was trying to lose weight but because my screening wasn't available I had a hypo. It took 4 hours for the paramedic who came out to be able to get a GP to agree what my insulin could be reduce to.