SHP - Monkspath Surgery

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 Have not even bothered to let people know when an old website is no longer used, and has been replaced by a new one, that is completely different.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.

The queuing system is a joke. Paramedics came out to see me last Monday. They were appalled by their service too. You are "number 48" in the queue is a regular statement from many people

Phone queues to speak to someone re admin queries or an appt are horrendous . The merger with other practices has seen the service deteriorate drastically. Also unavoidable mistakes have been made recently - wrong medication prescribed on a repeat , no script available at chemist when I was told it would be. Blood test form not posted to me when it was promised . Just a lot of stress from having to make several chasing phone calls and having to wait so long to be connected to someone to deal with them ( 45 mins to 1 hour ) . All whilst trying to do my job.
On top of feeling ill this is not what patients need.