SHP - Shirley Medical Centre

Before the merge the practice was brilliant. I called on Friday 13th ( no appointments available, told by a GP I do not know, through the receptionist to call 111/ take myself up to hospital. I called 111 who told me they have so many appointments at the GP practice that 111 can book. They told me I would get a call off my practise which is Jacey within 12 hours. I waited until 6.30 and no one called. So now it’s the weekend, I’ve been struggling & my husband called 111 to say what a disgrace that I was not called by the surgery, they said they had sent it across to the surgery so didn’t understand why they had not called me. Katie Road Walk In ended up talking to me about what additional medication I can take for the pain etc this morning & told me to call my own GP next week ( due to them not being able to see my notes ) - my thoughts are, what is the point? Because I cannot even speak to a doctor from my surgery!

Don't know who I was speaking to and I felt they didn't listen to my concerns. I advised I was still waiting to see a respiratory specialist, who had changed my medication without even speaking or seeing me.

Every time I telephone I am in a queue which I accept. When my call is answered and I explain my issues I am told I will be passed to a colleague and then find I am in another queue at around number 40. This call is never answered and I am cut off.

2 hour wait times
Will not see babies with temperatures
Told to call 999
Shirking responsibility to A and E
Shameful

Long waiting times for phone calls to be answered, long delay in referral to hospital, poor handling of prescription requests

2 hour call waiting times. SHP reporting 8 mins, who are they kidding?? Maybe to get through to the first person who passes you through to another queue. Lack of children and midwife services. No appointment to see midwife until 32 weeks despite being high risk. Only got seen then as made complaint!

Over 50 th in queue, bad attitude by receptionist and then put into further +40 queue. Message said could be done online so put down phone and tried only to find my patient access was blocked for appointments.

I telephoned the surgery and waited 30 minutes for the call to be answered I was then referred to another team and put into another phone queue and waited a further 40 minutes before this was answered. Solihull Healthcare Partnership appears to be operating as a call centre rather than a GP surgery. Appalling service, very difficult to speak to anyone, I asked to speak to the Practice Manager but was in a meeting. Worst thing that happened joining Partnership.

very helpful staff when you get through but it took me 1 hour 44minutes to speak to someone for 4 minutes! Telephone answering times has let them down terribly!

On 11th Nov I called Shirley Medical Centre for a doctor's note. This was because I had coronavirus and wasn't well enough to return to work after the 10 days' isolation. I was number 39 in the queue and waited 1 hour and 5 mins for the call to be answered. When the call was finally answered my details were taken and I was promised a call back, which I received 3 hours later. At the call back, the staff member told me I couldn't have a sick note, as the doctor (Dr Ali) didn't believe I had coronavirus. Their records only showed a negative test result (which I had had 3 days prior to the positive). I offered to send my positive test result or to explain my symptoms to the GP, but the staff member repeatedly stated that their records were fully up-to-date. I became very upset on the phone, as I was also feeling so unwell at the time. Eventually she went back to the GP, who did issue a note but there was no apology or any acknowledgement that I was actually telling the truth. I very rarely visit the GP at all, so was incredibly shocked at being assumed to be dishonest.
I contacted the surgery later that day - I did not make a complaint but simply left some feedback - that I believed there may be issues with patients' records from track and trace. I have had no reply to this.

I feel so distressed by the whole encounter - I have ongoing symptoms that I would like to discuss with a GP, but I actually feel I can't use this service again. I know that the NHS is dealing with very difficult circumstances and patients are prepared to make allowances, but I don't think this extends to the waiting times or the level of care that I have received.