SHP - Haslucks Green Medical Centre

Carnt get through on phone and when you eventually do you have to wait weeks for an appointment why it’s changed to a call centre I don’t know other surgery’s you can call direct and when you get an appointment it’s at a surgery miles away been registered for over 10 years and how it’s changed cause of Covid is a joke will be looking for another surgery that is operating normally.

Very difficult to get through on the phone - ok if you don’t work and can wait for up to an hour to get through then wait for a gp phone call which arrived nearly 2 hours late ….

A very stressful situation where I have been trying to book an appointment with a GP for weeks .

Haslucks was an amazing surgery. The drs - particularly Dr Caughy-Rogers who took the time to get to know us as a family, could get same day appointments to actually see a doctor. Under SHP health care is non existent - if your very lucky you’ll get to speak to a call navigator (only if you invest at least a day continuously ringing the number). Then you will be told there’s nothing available for at least 4 weeks, and even then it’ll be with a dr who knows nothing about you. I just want my family to be able to see a dr who knows us within a reasonable time frame.

Every barrier is put before you so you can’t actually see a GP. Phones are impossible to get through. Unable to get anything over than a telephone appointment to start and then diagnosed from a photo on a phone. No duty of care. Not just Haslucks as it’s a group SHP.

When you get through to speak to the clinical staff, they are great. But the call system and admin system DOES NOT WORK.

Waited for nearly a hour to be told there were no appts...when I said I have a preexisting condition which needs to be reviewed I was told I could have a telephone consultation in 6 weeks. I was then told to call the surgery at 8 the next morning but how when I work and trying to juggle childcare for my disabled son wait hanging on the telephone line for god knows how long every morning in the lottery of getting an appt. I don't understand why every other kind of Dr or dentist or even a retail worker has to converse in person with customer/patients...why is the GP different? After talking to other people living elsewhere they are not having these issues!! Where has the duty of care gone!!!!!!

I completed a paper registration form to join the surgery and submitted this along with evidence of my ID and address on 15th June. Today 6th August) almost 2 months later, I called the surgery to try and book an appointment. I was on hold for over 25 minutes. To my shock the member of staff who answered informed me I was not registered with the surgery and they could not explain where my application or personal ID was! When I made further enquiries I was advised that the next ‘routine’ appointment was in over a months time. I also had a very poor experience when visiting the surgery to submit my registration, having waited outside in the rain for almost half an hour because staff were unavailable to unlock the front door. Whilst this is not the fault of individual staff, I am appalled and shocked by the lack of service offered to patients and the fact that this appears to be the norm (as confirmed by SHP’s own staff) patients deserve better than this. I will be registering at a surgery outside of the SHP.

Rang at 8:15, 8:33, 8:58 excluded from Queue
Rang AGAIN at 9:58 finally got into queue waited for 46 mins to be told no appointments left for that Day and to ring again the following day or if condition too severe ring 111.

Phone lines always busy then get cut off after long hold. Have been trying the whole week but no luck.