has been unavailable since 26/3/21. More pressure now on phone lines means you can’t actually get in the queue to be the 50th caller. If you are lucky enough to be able to get in the queue, you are on hold for at least 30-45 minutes and that’s just the first queue!
Once in the system, it’s painful. Eg Text message from GP to ring up for routine appointment to discuss results. 25 minutes on phone holding before being told no routine spots available and to ring again at 8:00am the next day or to ring after 2:30 pm to see if the routine appointments are available for 2 weeks time. It would make more sense for GP to send text with appointment time.
In 21st century, this is NOT a 21st century service; it’s gone backwards.
I have experienced ridiculous wait times on hold to get through to the surgery on the telephone and if there are more than 50 in already in "the queue" you are now simply unable to hold and have to try later! Early in the pandemic it was worse (I once waited almost 2 hours) the latest this week (March 2021) it was only a 49 minute wait after 3 tries!
The online system is difficult to navigate and unpredictable, meaning telephoning is sometimes the only choice (no online contact available at all this week, hence having to call). Goodness knows how the elderly get on!
Usually, once actually in contact, the surgery staff and doctors have been great but after having a telephone consultation in early December (9th) with the doctor concluding I needed an urgent referral, then discovering on chasing up that the referral wasn't even processed until 31st December I can no longer trust this surgery. That is NOT an urgent referral by anyone's standards!
felt so lucky to have such an amazing GP surgery. Communication was excellent, the range of services was vast including minor surgery that prevented a lengthy wait to be seen in hospital. I couldn’t praise the medical and non medical team enough.
But since they became a part of SHP it’s been a totally different experience. Even making allowances for COVID the elongated telephone system, lack of online communication and confusion around which surgeries are available for what has meant I have a total lack of confidence in the way the service is being delivered. On the rare occasion I have been allowed to speak to a doctor then their response has been excellent.