Overwhelmed and impacting service
The surgery has seen a considerable negative impact of Covid as well as difficulties while transferring to a new digital system; however there have been serious knock on impacts to the service provided there. Positives - we have always received a same day callback from a doctor when the issue related to our infant child and Nurse and Midwifery services through the surgery are good. Negatives - multiple negative personal experiences when dealing with the surgery; e.g. pre-Covid (2019) I submitted a formal complaint following a post-natal check during which the doctor was dismissive and critical of my own concerns about my mental health; I was later diagnosed by a different GP with postnatal depression. In 2021 despite forms being filled in the day after his birth my newborn was not registered as a patient until I chased why we had not been invited to a post natal check 9 weeks later. I was told that he had never been registered and that these were not considered ‘priority’ appointments during covid. Multiple times we have waited 2+ hours on hold to try and get through to reception to make an appointment, including for routine vaccinations. I have been left waiting over 80 mins in the waiting room for a 9:30am appointment, with no apology or explanation from the doctor for the delay - the doctor then proceeded during my appointment to ask me to wait while she completed other patients’ prescriptions and rescheduled appointments.