SHP - Monkspath Surgery

Was contacted via telephone to visit the surgery for a health check. Visited surgery, appointment was on time and all Covid protective measures followed. Follow up appointment made for results.

had a serious situation between christmas and new year and ended up having to go to A&E in redditch. following on needed to get a form completed for PMI claim, had to hand deliver to Northbrook and after 2 weeks of chasing had to collect from Northbrook as no one understood the importance and need for the form despite advising everyone. staff need better support and training.

Just shut up shop last March, couldn’t care less about patient med reviews just hand out repeat prescriptions, impossible to get in touch with or get a routine appointment

I telephoned (number 42 in the queue) explaining that I had excruciating stomach pains I was given a telephone appointment for two days ahead........the doctor that telephone was very helpful but how can they diagnose my symptoms over the phone!!!!! ...also my husband is highly vulnerable but no indicattion as to when he will recieve covid19 vaccination!!!!!!

I had to contact the practice as an emergency, as usual getting through on the telephone was a nightmare then your put through to another queue. Was asked best number to get back to me on, I said mobile. Then someone phones me back on landline, lucky I was in. This is just incompetency on behalf of whoever asked me.
Once the GP phoned me back, he was very good and very effective. Seems to me the problem is in contacting the practice. They need more staff answering calls and processing patients queries. Whole contact system is a joke. I’ve worked in nhs for 40 years and this would never have been acceptable / allowed in our department.

Impossible to get through, difficult to get appointments, feel like a number with very little real care.

After a 1 hour 15min wait on the morning of 12th November 2020 my wife was told no appointment was available, next one would be monday 16th and only by telephone ...utter disgrace.

The website is difficult to navigate and unreliable - eg no results found when searching for symptoms. Online consult form completed twice with no response.

You end up waiting in two queues on the phone and the wait was well over an hour just to book an appointment. This undoubtedly forces people directly to A& E if they have any issues which is totally unnecessary.

This surgery is always very good and the staff are great BUT , I called the week before the October half term to arrange a well overdue blood test . I called the number one hour to get through. I explained my problem and then I was put into another queue. I was caller number 47 .It took another one hour to get through . I was then offered a call for 5 days later . Then a trainee GP called me back. She was very helpful but it was a very long time indeed . I am a school teacher and I have worked in school throughout the year . This was my day off and a large part of it was spent on the phone to the practice.
So no it's not good enough, but as I say the staff are very good . I think they merged practices without increasing staff to answer the phone maybe?