SHP - Grove Surgery

Injection appointment from GP always delayed and I have to chase it up on my own. Made 10 calls before getting response. I have to self refer for my appointment that should be done by the GP.

Not getting appointments when you contact the GP. I called at 8am and the call rings and then gets placed into a waiting queue. By the time it comes to your turn the appointments for the day have gone and are advised to ring back the next day or to come to the surgery. With where I reside it takes time to get to the surgery and not always able to get to the surgery to book an appointment.
In instances where there has been emergencies I have had to wait for appointment.

Positive - Doctors are good when you eventually get to see them and they give you good information and advice. They provide regular reviews.

Cant get enough appointments. you are waiting for an 1.5 hour to be told that there is no appointments. The issue is trying to get to see the GP. when you do eventually get to see them they are fine.
All my medications are on repeats and i have not been seen for a review since pre pandemic.
I am suppose to have to regular blood tests & reviews after 6 repeats. I have not had any of them.

I was not able to be seen by dentist and neither GP couldn't provide it for me about 9 months. I hope the authorities could improve the service for refugees.

I registered 5 months ago, the process was very easy to register
the issue is that you can only get a phone consultation because they are not offering f2f appointments. would like to see face to face appointments.

Always get advice by receptionist not from healthcare professionals. They says aggressive behavior not tolerated against staff but what about their unresponsive behavior against patients. Whenever I call call handler ask me why I want appointment but I don’t want to discuss my issues with her. So result is I will never get appointments. I asked with soo many friends who are registered with them no one get appointments on first time. Once I got the appointment but I have to wait for 4min in surgery to see the dr and in that 45 min I have seen same Dr chatting with receptionist and making cup of tea. I was thinking should I wait for 45min when Dr got a time to chat with other colleagues

Tried the whole day but always queue is at maximum capacity

I can't get through to them on the phone, not even to cancel an appointment.

No phones contact and now closed surgery to visits. Quick enough to text you when there is money to be made from vaccines but standard patient care just does not exist here. Complaints are acknowledged then ignored and the management seem to drift around in a in an Elysian dream world where they think everything is perfect. They are overloading A&E and 111 while all their patients are desperately trying to fin alternative GPs not already full of SHP exiles

Have complained before about the business model adopted by SHP, it is just flawed and inadequate in its delivery. Cannot get through on phones or long waits in a queue (47 minutes recently) , or the phone system is often full and rejects you. The medical service is good and caring but getting to experience it is virtually impossible. Had several recent difficulties with the way some things are done and actually sent a formal complaint to SHP in mid September using their online complaints form. No response whatsoever, chased it twice using their form, still silence. It simply isn't good enough - not being rhetorical here but stating a fact!