SHP - Haslucks Green Medical Centre

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

You cannot get a face to face appointment. You wait on the phone for over an hour at our cost to be told you will get a phone consultation in a weeks time for which you have to take a day off work to ensure you are available to take the call. Absolutely appalling service from this practice since it became part of SHP

long waits on phones waiting to speak with someone, usually an hour to be cut off. Trying to move to internet and prescription orders online which has put more pressure on staff where i work as clients cant get to the surgery to post repeats and don`t have laptops to order. Constant chasing of medications that doesn't seem to make it to a pharmacist and told never ordered, when they are now running out and becomes urgent ! Prescriptions sent through with half the order not all of it ............ shocking ! seems to be getting worse

Impossible to get through. Medication withheld. Advised ultrasound ok instead when someone else read my notes advised new “something “ found in my kidney already have a benign tumour and previously had breast cancer. Have made 3 complaints since January never received a reply.

Too long waiting for phone to be answered. Doctors reluctant to see patient. Referrals being overlooked. ( Being told there are no doctors on the premises and that they only come in when they have a face to face consultation) If this is the case I am shocked. A great big purpose built surgery with no doctors! Surely its time for GPs to stop steadfastly refusing to see patients?

35 mins to get through on the phone! Not able to see the same gp. Absolutely awful since they all joined shp

The phones so overloaded, the system told me to call back later as over 50 people were holding! My parents are nearly 90 have to physically go to the surgery and queue before 8.30am to access services. Totally unacceptable and it has been like this for over 6 months. I complained two weeks ago and no one has got back to me to explain why they haven't simply upgraded their systems and staff numbers. I run a call centre and it ain't this hard!

Was not informed that the surgery was no longer taking appointments. Also, still do not know where to go if we need to see a Doctor. Most of our community feels abandoned,

The online service for repeat prescriptions and non urgent appointments appears to be working well. However, almost impossible to be seen same day and service is not joined up i.e. have to call different numbers to organise appointments, blood test and smear tests and can't deal with it in one phone call.

I have been at this surgery for over 30 years and since SHP taken over it takes over 1 hour h ging on phone to speak to somebody and sometimes longer. Never get an appointment even b4 covid the administration is very poor.

However once you see a doctor or nurse all very polite and do a good job. Just a shame you dont see same doctor as they seem to change so often.

Communication and call waiting times need to improve