SHP - Shirley Medical Centre

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.

The service is very poor, why is union road surgery closed for so long ? have had to travel to monkspath surgery to see a Doctor. AT COST TO ME, have to hire a taxi their and back £10.6. cost .
I live across the road in Elizabeth Grove 5min walk;

I needed a referral as I found a lump in my breast. I waiting over 1 1/2 hours to speak to the appointments team. This is NOT good enough. They say that you should see a doctor and don’t put it off, how are we supposed to do this if you don’t have the people on the phone to talk to?? I couldn’t use any other service and I’ve had breast cancer before so I had to stay on hold as I am worried about this new lump. What are you doing about your terrible service??

Can’t get through on phone, start off as 59 in the queue and 10 minutes later you’re 65. I’m now in a ‘waiting list’ for a smear

I always just get telephone consult no matter what the issue is and prescribed pills without ever having an examination. It took over 6 different meds to clear my asthmatic episode which turned out to be a major respitory infection diagnosed privately in the end.

My daughter was diagnosed with endometriosis and polyps back in July. Each gp she spoke to said they would refer her urgently. Nothing came from this so in desperation I loaned the money and went private to Parkway where she had the upmost care and an urgent operation. She is 24yrs old and had this been left she would have had to have a complete hysterectomy and removal of her bowel. At present we are awaiting biopsy results.
For all of the above we intend to seek legal advice.

Online request takes a while to be acknowledged. Then you may or may not get a call from a gp in 2 or more days.

Can’t fault the doctors, when you can get to speak to them, but waiting on the phone for hours is quite unacceptable but a regular occurrence.

I have no concerns with the Doctors, nurses or receptionist staff within this service.
However I do have concerns in the new phone systems out in place to access a doctors appt, it took me two hours to get an appt. you have a cqc rating if outstanding which is a shame that these new changes will impact in this as it cannot be considered as a responsive service. Access to services since changes has been poor.

I like many others pay for the nhs and get near to none actual service
To try and get through to actually speak to someone your waiting time can be up to and over an hour at the persons expense (phone bill) to be told there’s no appointments and to ring again tomorrow to which it starts all over again
Then it’s speaking to someone to see if you need a call (not an appointment)
If and when you do you have to got through it all again of what you’ve said to the first person (repeating yourself)
Some people (I myself being one) want to speak privately to the actual doctor as in one to one not one to two
A phone call two hours later may not be good enough if that person is on the edge if doing something
Not happy with the service
And don’t know what is actually going on as not kept informed about the surgery