SHP - Haslucks Green Medical Centre

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.

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,