Our Heroes: Praise for doctors who always listen

THE oft-repeated lament of patients that they have to wait days for a GP appointment is unlikely to be heard at one surgery.

The Two Towns medical practice manages to keep so many slots free to see its seven doctors that people can normally be fixed up with a consultation later the same hour!

And as a bonus, there is rarely a frustrating delay to get through on the telephone – the place has an abundance of lines manned by no less than 17 receptionists.

These are just two of a host of attributes that have made the 30-year-old practice a high-quality outfit much valued by its 8,000 patients.

And it is why one of them – June Purvis, aged 76 – has nominated her own doctor there, Dr Kirti Mehta, and the rest of its staff as a Sentinel Our Hero of the NHS.

A patient for 20 years, she said: "The place is just fantastic. I have a chest illness that means I have to go up to the hospital quite a lot, but they bend over backwards to make sure everything goes okay.

"They cannot do enough for you and there's never any moans or groans. I'd say it is better than a private practice – absolutely super."

The practice is based at Hanford health centre in New Inn Lane and was opened by Dr Pravin Shah, who recently retired but returned to help out. Around 25 years ago his wife, Lata, started its branch surgery in Knutton which has just moved into the purpose-built Milehouse Health Centre.

Besides a plethora of quick appointments, the practice also boasts a wide range of specialist help including clinics for heart disease, asthma, babies, minor surgery and family planning.

It even provides a service for diabetics just starting on insulin programmes normally only provided at the University Hospital of North Staffordshire.

In fact the practice is ideally-placed for the coming transformation of Potteries healthcare, which will see 118,000 outpatients appointments a year switched from the hospital to primary care.

Manager Julie Shaw, who has been there for seven years, said: "Just looking down my list now I have 20 free appointments to see a doctor this morning if someone rings up. "And we don't believe in asking all patients to call at 8.30am to get an appointment.

"We all try to see life from the patients' perspective and arrange our services accordingly.

"We generally get good feedback from our patients, but to be nominated for this award is fantastic and will give the whole staff a boost."

The practice has four partners, two salaried GPs and a registrar as well as four nurses, including one specialising in both heart disease and diabetes, two health care assistants and clerical staff.

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Story filed in: Our Heroes | News