SHP - Monkspath Surgery

I had an appointment with the diabetic clinic in June which was cancelled via a telephone message and told I would be contacted in a couple of months. I emailed to request an appointment in September and eventually received a foot and blood taking appointment. I have had no feedback from a diabetes nurse or doctor since this. I also phoned for a consultation about numbness, tingling and pain in my left hand which gave me interrupted sleep at night. The doctor phoned me back and said she thought it was arthritis in my elbow and asked me what did I want her to do about it!!!

Fill out your precious forms to get no response then wait wait and wait on the phone! You are not fit for purpose.

I struggled for weeks to get through on the phone, I was passed from one cue to another and constantly cut off after about an hour. I have found the online service difficult to use and not user friendly. However, once I managed to get through I was give a telephone consultation and then invited in to see a Dr. I was assesed and given a referral with the appointment at the hospital booked whilst I was with the GP. I cannot fault the service by the GP and if the booking system was streamlined and simplified then it would be perfect

I received a reminder letter in July to book a cervical screening. Called 3 times to make the appointment, having to hold for between 30 mins and an hour to get thorough to 2 different lines. Informed that a member of the team will call me back to book me an appointment but have never received a call back. I have chased twice and been told to I am due a call back. Really dissatisfied with the service as there seems to be no urgency.
I have no faith that I will actually get a call back, need to try the line again. The staff who answer are very polite, they are just not able to make a booking appointment for me.

Monkspath surgery used to be good. Until the merger into SHP. It’s now a shambles. You can’t even get through to the surgery unless you have a whole day to waste. Twice i have been forced to use a private GP practice and incur the costs.

Unfortunately I rang SHP line which you end up around 45 people deep into the queuing system, then speak to a general receptionist who’s based goodness knows where, but unlikely at your own local practice.. I decided to go down the online route, I get a message with a “morning” appointment before 12 with a doctor I’ve never heard of (not from my practice) I take the morning off work, no call. Go to work for midday - get a phone call half 12 - no longer convenient for me to talk. Doctor promises to call back two days later at 9am, no phone call again... until 11am. I tell her my issues, she doesn’t really understand and asks me if I have support eg mum dad husband etc then says ok you can ring “said people” and go on their waiting list but it will probably be a few months. When what I was dealing with needed far more attention. Honestly lost for words, the new system is beyond a joke and never have I ever wished more than to have private health care. Disgraceful

I have tried several times to contact the surgery since Monkspath merged with SHP without any luck. There is a recorded message most of the time saying the waiting is at capacity and to call later. Even when trying via the website, I found that the surgery wasnt recognised. Never had this problem before as you could always queue for 10 minutes and get a call back or appointment if required.

Excellent surgery ..
the doctors and staff are brilliant ????????
Nothing but praise for all of them

A very simple issue which could’ve been resolved in one appointment/prescription ended up as months and months of suffering with horrible, painful and constant infections which had a significant impact on my life. I dreaded having to phone the surgery every single time as I knew how long the phone lines would be. It should not be this difficult to receive care. On some occasions I could tell that the doctor/nurse cared and did help, but it was very difficult to get that help. I had to demand help and tell the staff what I needed to start to receive any kind of help. I felt like as my issue wasn’t very threatening, I was left to suffer but this led to a lot of pain and suffering for months on end.

No communication. Repeat prescriptions not processed. Very long phone waiting times. Unaccommodating for working people who cannot use phones at work both for calling in to surgery (+-45 mins) and for call backs. Left without repeat meds prescription over weekend for no reason.