SHP - Haslucks Green Medical Centre

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

The service if you can call it that is a pathetic joke. At haslucks Green surgery the best they can do is a phone call from the dr in 2 weeks time (if they actually call me). They say if you feel its more urgent, phone back at 9am. It shouldn't be up to me to decide how urgent it is, I'm not a medical professional. Surely if its important enough to demand to be seen on the day then it should be A&E. The whole setup is a complete and utter farce.

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.