SHP - Monkspath Surgery

Waiting times on the phone are usually in excess of 1hr with around 40 people in the queue every time I’ve tried calling. If you then try to navigate their website to submit things online (and I’m tech savvy) it’s a minefield and there’s only a prescribed list of ailments you can register against to try and get an appointment. They’ve made it as hard as possible to use so you’ll end up giving up! The practice seems to be actively avoiding any face to face contact which, to a degree is understandable, but is only going to inhibit people going to their doctors with genuine problems and they’ll end up using the services of A&E or a hospital when that could have been prevented. Truly awful!

Telephony unable to cope with demand
Website/app not constructive in communication outcomes.
I seriously think people will be suffering with non covid conditions from which they will not be diagnosed in time to be saved in the long run

Drs completely altered how, when and where patients can get appointments and all forms of healthcare. Have never bothered to let patients know about the changes, or cared what patients think about them. Have not even bothered to let people know when an old website is no longer used, and has been replaced by a new one, that is completely different.

You routinely hold for an hour, twice my husband was cut off and had to start again because he needed an appointment for a repeat prescription. The doctor called back once, he couldn't get to the phone and he had to ring up and start the process again. He got one call back and the line was so bad he couldn't hear anyone and had to call again. So stressful, people are going to avoid calling and fall very ill as a result. I can only imagine how the staff feel. It is really not good enough.

Waiting on phone for 45 minutes. Not getting a satisfactory response to e mails sent. Wondering when normal service will be resumed

There are no doctors to speak to face to face. The phone system is incredibly time consuming. Often without a satisfactory outcome. Communication is poor or non existent . When will it end?

Little concept of care for patients, your time doesn’t matter while theirs is all important. Phone often not answered, message tells you to use the app. App only works for basic functions. Any difficulties or complicated requests and you’re stuck.
Will not sign off prescriptions until you have almost run out even though pharmacy can take weeks to get some drugs. Practice manager shirty even to patients group, no engagement or willingness to improve. Nurses and doctors generally fine.

Rarely get thru on phone. If you do you can't get an appointment, the online form doesn't work most of the time & they don't respond to emails or notes via prescriotion box. Useless.

How can GPS just shut up shop and make it impossible for face to face contact, I am a key worker who has worked everyday of the pandemic, GPs don’t seem to care about anyone but themselves

Communication repeatedly poor with regards to repeat prescriptions
Very difficult to obtain appointments
Have little confidence in certain doctors. Not felt listened to.