SHP - Monkspath Surgery

I had a health query and could not get to speak to a doctor even after sitting in long queues. I eventually sent my query via patient access in detail but still received a generic irrelevant answer. I did not feel that my query had been read by a gp.

Difficult to get through on the phone and then offered a phone call by a doctor if receptionist thinks you need it usually 3/4 weeks ahead. No face to face appointments to see a GP. Disgraceful service.

My elderly neighbours have had so much difficulty in getting a GP appointment. They cannot use technology easily and many times I’ve had to help. Why is it so difficult to get a GP appointment. Then there is getting blood tests. Extremely difficult. My neighbour has a medical condition that is supposed to have blood tests before repeat prescriptions. This has not happened. My other neighbour has diabetes and has not been monitored for a long time. How can this be an excellent primary care service? Since this PCN it all seems to have fallen apart abs they are using Covid 19 as an excuse. This needs to be looked at urgently and rectified.

Still waiting for scans that should have taken place within a week still suffering with on going issues. Tired of trying to get information

Prior to the merger of SHP I mostly struggled to get appointments but since the merger I don’t now bother even phoning as I know I won’t get through so I just walk into reception. My experience more recently regarding referrals or paperwork is awful as the poor woman processing the paperwork is approximately 2 months behind. SHP seriously need to urgently invest money into staff and technology.
I can’t fault the actual doctors that I have finally spoken to and especially when they are in full PPE and having to wipe their surgery rooms down after each patient. It’s the actual management of the service. I seriously think it’s total discrimination against the elderly and the disabled and for those with learning disabilities who cannot get to their local surgery and also cannot cope holding a telephone in their hands for up to an hour. It’s beyond shocking.

45 mins in queue to be told e mail sent to me was incorrect. Medication ran out in 10 days, first appointment for review 3 and half weeks ahead.When Gp rang it was 2 hrs later than booked and I had to re schedule my work diary to avoid repeating the whole sorry queueing process again

Near impossible to contact on the phone lines. When you do get through it is broken promises. Several times referrals have not been passed on to the relevant department which has meant I have had to chase them up. Recently I called regarding a prescription change for my son. The call handler assured me it would be amended and be ready for collection within a few days. Needless to say the pharmacy had no record of it. On calling in person to the surgery the lady on reception confirmed that a note was made on my son's notes....but not actioned so it just sat there! Not good enough!

Since the move to SHP, service terrible. Use to be 3 or 4 in queue, now 40 plus and have been 100 plus. Poor.

It is a nightmare getting an appointment as the Dr needs to speak to you first before an appointment is given. The phone line is a nightmare and then a Tel call in 4-6 weeks time. Once you pass that, the doctors and nurses are wonderful. Luckily, we are relatively healthy. I have a niggly issue that I don't think it's urgent, hence not contacting the Dr, so have been going to private physio. Just worried that it might be something more serious

Before merged to shp this practice was fantastic but now it’s impossible to see a doctor and can get sent to any of the 7 doctors surgery in the area. Phone system is shocking and waiting time (if you can get on the system to even get onto it) can be soo long to then just be told there’s no appointments phone again tomorrow!! No help what do ever!