SHP - Haslucks Green Medical Centre

The merger with SHP has meant that on 2 occasions this year we have had to ring 111 and go to A and E when previously we would have been able to get a same day appointment. The telephone queues are too long or unanswered and an email is sent for an urgent appointment (severe ear infection) and a response is received 2 days later when attendance at A and E has already been necessary. It is frustrating that a previously excellent and efficient surgery is in decline. A positive is that the repeat prescription service works well but that has always worked well. I am not a person to complain but am frustrated that same day emergency appointments mean we have to go to an already over stretched A and E.

I’m hearing impaired and cannot use phone so rely on someone to call for me and they can’t get through since the practice joined Solihull health care partnership I needed urgent antibiotics and it took 2 days to get a phone call to my friend from a gp in dickens heath who then arranged a prescription for me I had to hand deliver a letter to the surgery to get that. SHCP are a shambles I’m moving to a practice in Birmingham because of them I was happy with my GP before but not now - when I was informed by letter they were joining SHCP they said nothing would change i would continue to see my usual GP - really?

If you need to call up make sure you have eaten and used the toilet because you could be in for a very long wait. If you are lucky enough to get through without giving up then the service is good.

Number disconnected, no new number online.
Online services unavailable.
Took 30mins on hold to get a repeat prescription.
So frustrating since it has changed

Initially unable to contact on number provided on website. Through word of mouth phoned Grove Road. Informed a Dr would phone Me within 2 days, day 3 tomorrow. Issues with app and still waiting for those to be resolved.

I had a baby in May and have since spent countless hours of my time waiting on hold to book in for my daughters vaccinations along with my own recovery. You have to wait near your phone all day waiting for them to call you back and if you miss the call (which is likely with a newborn) you can’t call them directly back you go back on hold!!!!! I got prescribed antibiotics over the phone - without seeing what the problem was. I then had a 2 min call from a doctor regarding post birth problems who couldn’t get me off the phone quick enough. Since Covid and joining SHP it has been a terrible, terrible service and added a LOT of stress during my first few months of being a mother. I cannot put in to words how bad the SHP operation is. Please take note that my ratings in stars below reflect the phone service since I have not been to Haslucks since Feb. Prior to Covid I had no problem with the surgery.

When calling the GP practice, you are told to call another number, and eventually you are placed in a queue. If you are lucky enough to speak to someone, invariably they are unable to help, and you are then redirected to another queue, whereupon you can wait over half an hour to speak to someone, who will tell you, you need to speak to someone else, and they will call you back. It's an extremely long winded process and in my opinion is putting people off from calling when they may need genuine medical attention. I can not understand why the majority of doctors appointments cant be face to face, obviously when covid secure precautions in place.?

Got a text message saying I need to provide my blood pressure reading, to continue on medication, where do I get my blood pressure done, no information on how to pass this to the surgery. So frustrating & blunt, why should I have to buy a blood pressure machine. Why are GP’s not offering appointments, everyone else is back at work

Fed up of service.paid to see a private doctor.

Pre-covid, this was an absolutely EXCELLENT practice, but it's now absolutely impossible to get in touch with them, queues on the phones are ridiculous and it seems to be that unless you are literally about to die it's impossible to get an appointment - PLEASE if anyone from the practice is actually reading this info, can you increase the amount of people answering the phones for the SHP group overall, being "position 56 in the queue" and it taking an hour and a half to even talk to someone is really not good enough, even with COVID taken into consideration.