SHP - Haslucks Green Medical Centre

Waiting on the phone to get a reply is STILL abysmal, today 12th March were number 45 in a queue then got to number 1 to be cut off.Had to phone again to get back in the queue at number 28. This phone problem has been documented too many times in the past. So do something about this ON GOING PROBLEM with the phones taking so long to be answered since all surgery’s joined up.

Requested a repeat prescription over a week ago . No-one got back to us so had to chase the surgery then they told us to go to Jacey Practice to get a form. The receptionist told us she would ring us back but no-one did. Still did not get a prescription. Then rang again had to speak to Jacey Practice even though we are not registered with them who told us we would not get a prescription today and to have to wait 48 hours. Ridiculous system and spend too long on phone. Going to complain to Healthwatch. Now have no pills.

Since joining forces with SHP group service has dropped dramatically and whilst COVID has caused difficulties, it cannot be blamed for current situation. Since merger one cannot telephone their own Surgery direct, but have to go through a central call system, which is now somewhat better than it was, is still not good enough. At times anything up to 50 minutes on phone to be able to speak with someone

Since lockdown, waiting on phone for appointment has been totally unacceptable, though after almost 12 months it is improving. Never speak to same doctor, they seem like faceless strangers. So wish Haslucks was not in this consortium, it's too big and impersonal.Admin staff very good,

They failed to list all of the blood tests they thought was appropriate so a follow up test was required

It's absolutely rubbish service it will take me an hour and a half to phone through to get an appointment had a blood test and I don't know what the results are because no be bothered to phone me and tell me or send me the details

I could not fault the treatment received from this practice before it joined SHP. Doctors nurses admin staff lovely. Sometimes hard to get appointments but everyone tried their best. Since SHP everything had changed even with covid when I think GPs should be aware people are frightened doctors are rude speaking to people who don’t know you and no feeling of any care. During covid what has made me depressed is when feeling unwell and having to call doctors knowing I will be unable to see anyone just given more medication with no diagnosis this time s no way to treat anyone. Just feel so very sad of what has happened to this lovely surgery.

My daughter was born on the 19th August, she started to develop some yellow discharge in one of her eyes, but she had no other symptoms. My midwives didn’t seem concerned and advised to bathe in cool boiled water, and if it didn’t go away, then to contact my GP. A few weeks later it still hadn’t gone, so thought it best to get checked out.

My first challenge was to get her registered at the doctors. Without being able to go to the surgery I had to complete an online form, with very little guidance. I was being asked to provide proof of ID on the form, my child was 3 weeks old, she had no ID or utility bill. I chanced it and submitted it with nothing attached and I waited to hear from them.

By the following Wednesday, I was fed up of waiting, so I submitted an online consult form under my own name. At which point the practice said I needed to do it under my daughter’s name, to which I responded, that I had no idea if she was registered. They checked and she was, and they apologised for not letting me know. I resubmitted a form under my daughter’s name and was subsequently told I would receive a call on the Friday morning.

I finally received a call at 6pm on the Friday evening, we discussed the issue and I submitted a picture via text. At this point the doctor said she thought it would be ok to wait until the Monday to see my daughter face to face, and booked in an appointment. She did say she wanted to double check with a paediatric specialist. I then received another call at 7.30pm, saying that the specialist had advised my daughter needs to be seen urgently. And as the surgery was now closed, that I would have to take my daughter to A&E. I asked if it had to be Birmingham children’s hospital, and the doctor said ideally but if I had to I could take her to Solihull.

As you can imagine at this point, I was quite frustrated and upset. I could not understand why I was in this situation at 7.30pm at night, with the prospect of having to take my newborn baby to A&E immediately. I asked why I had not been called in the morning when I should have been, and the doctor said she had called several times. I had however not received any missed calls or voicemails to that effect. I had no choice but to go to A&E, as if a doctor says your newborn needs immediate attention, you do whatever you have to do.

I made my way to Solihull hospital, only to find out it is closed. So then went to Birmingham Children’s Hospital, where I had to wait several hours, to see a doctor who then proceeded to tell me that he had no idea why we had been sent. In the process putting both myself and my newborn baby at risk unnecessarily, at the height of the pandemic.

If only they had called me in the morning when they said they would. If only they had prioritised vulnerable people for appointments. If only they had seen us for a face to face appointment. And if only they had known about the availability of services in their local area…my upsetting and stressful experience could have been completely avoided.

I cannot believe how shocking the experience of trying to contact the GP has become. I used to be happy with the service I received from Haslucks Green Medical Centre - easy online booking system and I was usually able to get through on the phone in 10-15 minutes maximum. Since the merger with SHP it has been nothing short of abysmal. My husband spent 2 and a half hours on the phone today, including being cut off and being sent from one queue to another. He totalled 96 people in the queue in front of him. Luckily he is working from home at the moment so he was able to continue working whilst waiting in the queue, this would not be possible for many people, including myself as a teacher. Something has got to be done, it cannot continue in this way.

My father who is 80 called to get an appointment as he needed to see a doctor. He was position 28 in the queue. 35 minutes later when he got through they advised him they needed to transfer him and in the process cut him off! He then gave up all very stressed by the experience. I called then on his behalf the following week because I knew he had to see a doctor. I waited 25 minutes, position 18 in the queue. When I got through they needed to transfer me again and told me I wouldn’t get cut off and it wasn’t very busy so I wouldn’t wait long! When I got through I was position 48 in the queue, can you imagine how I felt? I gave up and tried to book him an appointment on line. He is 80, how can the elder generation cope with this..? He can’t even use online facilities.