Report reveals North Lincolnshire patients' views on seeing their GP
Patients in North Lincolnshire are unhappy with the inability to get an appointment with their GP and the attitude of receptionists at GP surgeries, according to a new report.
The report, commissioned by the patient group Who Cares, gathered research from 520 North Lincolnshire residents.
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Findings: Who Cares co-ordinator Ruth Farningham, left, with executive group member Anne Dunkerley and copies of the report
The report said there was some evidence that indicated some doctors and nurses did not listen properly – forcing patients to repeat information.
The report also highlights how patients are confused over the way the appointment system works and tells of how some experienced breakdowns in communication within GP surgeries.
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And it highlights that some patients think the attitude of receptionists at GP surgeries is inconsiderate.
Ruth Farningham, from Who Cares, said: "I found the findings of the report fascinating and helpful.
"I would like the clinical commissioning group (CCG) to work closely with Health Watch once it is implemented in April so we can work closely with service providers and commissioners.
"We want to work in partnership and help GPs provide a great service."
The report identified that the "over-riding concern throughout the research was communication, or lack of, throughout the health and social care services".
The report makes clear that there were many compliments about doctors and the standard of care they had received.
But there were a number of concerns raised, among them the belief that it is hard to find a dentist in North Lincolnshire.
In the wake of the damning report on the trust in charge of Scunthorpe General Hospital, there were also criticisms about records being lost, of GPs not being informed of patient progress and of patients not being told to collect test results from GPs.
Concerns were also raised that patients were not informed that they had appointments – only to then be dropped from waiting lists when they did not turn up.
In total in the financial year 2011-12, 293 complaints were made to health organisations in North Lincolnshire.
Allison Cook, chief officer of North Lincolnshire CCG, said: "Reception listen to all the information before making a decision and need to ask lots of questions to do so. They are not being difficult but trying their best to direct the person to the right health professional. They work under a great deal of stress and surgeries are very busy.
"If people are not happy with their GP they can always change by looking at their options on the NHS choices website."
Comments
by anth8h
Thursday, October 11 2012, 7:28PM
“Both the doctor and nurse practicioner at my surgery are brilliant,shame the same couldnt be said about the receptionist.Think she is a descendant of a certain German family of the 1930/40,s.”
by Sister_Wendy_
Thursday, October 11 2012, 3:06PM
“I object to expensive, automated telephone lines with a voice that speaks very slowly and then connects you to exactly the same receptionist regardless of the number you select! I also object to aggressive receptionists who think they are experts on your condition and medication, even when you read the correct information from the patient leaflet; they even mess repeat prescriptions up. But my pet hate at the moment are locums from Asia who don't understand you or even care. I asked for my medication to be adjusted and the idiot thought I'd asked him to weigh me!!”
by Stixxx
Thursday, October 11 2012, 2:49PM
“Everyone I know likens Receptionists at GP surgeries to Rotweillers, and most question their qualifications to ask such personal questions about your ailment.
If you want to see a certain GP who knows your history, then you've no chance!”
by ewbfchamp
Thursday, October 11 2012, 9:58AM
“Ruth Farningham, from Who Cares, said: "I found the findings of the report fascinating and helpful".
I don't know about fascinating, they sound rather disgraceful - and familiar !”