Calder View Surgery

I write on behalf of Dr Spencer senior partner who has prepared this response .
I am sorry that you were not happy with the service provided , I'm afraid none of us are good typists and this can make it feel we have to concentrate on getting the computer correct but I would hope that we would try and get the balance right . If it did not seem that way then you could make another appointment or, if it was something that can be sorted by phone, please ring up to arrange. I understand it can be hard to give your name but with an anonymous message rather than a mention at reception, it is difficult for me to suggest another action and I cannot look into your concerns to see the details .
Thank you

Dear Patient
I am sorry to hear of your recent experience at the surgery, I am not sure if you had a problem getting through to surgery today if you did I can only apologise but the whole telephone network was down and did not come back on until around 9.45am. If you had some concerns it is really best to come and talk to me the Practice Manager as hopefully that way we could have talked through your reasons for feeling this way , The majority of practices in North Kirklees offer the 8am ring on the day appointments service so that people who feel unwell that day can get an appointment to be seen that day. However we also offer pre bookable appointments which can be booked at anytime via phone and are offered via our online service . We currently have more appointments to see a GP or a Nurse Practitioner than we have previously had so I am a little unsure as to why you feel its a lottery .
It is impossible to get it right for every patient but there are opportunities to come and voice your concerns and help us build a better service for our patients via our patient participation group . But please be assured we all want to offer the best service we can. If I can help at all please arrange to speak to me
Thank you

Dear Patient

Telephones are always busy on a Monday Morning - and unfortunately the practice is waiting to have a new phone system installed which will allow us to have a queuing system to inform patients with regard to waiting times and hopefully prevent the problem you appear to have had today.

We appreciate your frustration and are working really hard to try and solve the telephone issue. May be worth in the meantime considering registering for on - line services as pre bookable appointments to see a clinician are usually available .

Thank you

Dear Patient
I am sorry to hear you struggled to get registered however we have had registration appointments at a variety of times of day including on some days up to 6 pm . Where the clinic times have been a problem we have tried our best to accommodate patients either very earlier in the morning or into the evening on our late night . So I am a little confused as to what has gone wrong in your case . Registration is a complex process which requires staff to have the time to make sure all you details are up to date and correct to ensure that we can provide you with the best service possible .

Hi Louise

Not sure if you have managed to get this sorted out I have asked one of the team to give you a ring.
Thank you