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Wound check and pain medication

Posted By defendercd56

"Wound check and pain medication"

About: Barton House Group Practice

(as the patient),

I was discharged on Saturday following major surgery on my back. I register with the surgery the week before. Two points:

Wound check

The actual wound check was exceptional and professional however I had to challenge reception in order to get the appointment. I understand that my registration was not process yet but the options that I was given were not acceptable. The main solution was for me to go to A&E for the wound check. This was a very upsetting recommendation. It would mean that I would have to travel more than 30 min and sit for hours, all of which were prohibited by my condition. It was only when I stood my ground that an appointment was made available. This was not an accident nor an emergency so why A&E was an option was unacceptable

Finally, I called in to see the duty doctor for a pain medication prescription. In the end this was approved but necessitated me having to make the trip to the surgery twice in a lot of pain. If reception has taken more time to listen to what I was asking they would have been able to help sooner.

All staff were polite and professional throughout.

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Responses

Response from Vytautas Kazinavicius, Medical Administrator, Admin, Barton House Group Practice 10 months ago
Vytautas Kazinavicius
Medical Administrator, Admin,
Barton House Group Practice

Submitted on 06/07/2023 at 15:12
Published on Care Opinion at 15:12

Thank you for your feedback regarding your recent experience. We apologize for any inconvenience caused during the appointment scheduling process. As a new patient, your registration was pending, which limited our ability to offer an appointment at our practice. Despite these limitations, reception staff diligently followed our policy of suggesting the A&E department for a wound check. However, we understand the challenges and discomfort associated with this recommendation, and we apologize for any distress caused.

Furthermore, we sincerely apologize for the additional visit you had to make in order to obtain your pain medication. We understand the importance of effective pain management, especially during your recovery period. We want to emphasize that our reception staff is dedicated to providing excellent care and ensuring your needs are addressed. However, in this instance, it appears there may have been a miscommunication or a lack of clarity during your initial interaction. We understand that it could have led to a delay in receiving the appropriate assistance.

We appreciate your understanding and feedback as it helps us improve our services. We remain committed to providing excellent care and ensuring that our patients' needs are met promptly and effectively.

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Response from Vytautas Kazinavicius, Medical Administrator, Admin, Barton House Group Practice 3 months ago
We have made a change
Vytautas Kazinavicius
Medical Administrator, Admin,
Barton House Group Practice

Submitted on 31/01/2024 at 17:28
Published on Care Opinion on 01/02/2024 at 08:44

We have implemented an online registration option for patients, significantly expediting the registration process. Registrations now finalize within 24 hours, greatly reducing the waiting time for new patients. This enhancement aims to prevent similar situations from occurring in the future, ensuring a smoother and more efficient experience for all our patients. Thank you for your patience and understanding as we continue to improve our services.

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