SHP - Grove Surgery

Have to wait up to an hour to get through triage to then have to wait at least another 30 mins to speak to someone. They are. Poor at instigating referrals. They are. Poor at not returning phone calls. My mother is housebound. Took 8 weeks to get a private. Mri scan, which should have been a ct scan with contrast. Difficult to even get mother out of the house for the mri. Unable to take pain meds of any description be aise nothing works Nd they won't have her in hospital to. Explore this further. Mother is existing not living. She feels that because she is over 80 they don't really want to know. She was supposed to have had a call back from a doctor last Friday. SHE IS STILL WAITING! Give up calling when you are caller 48 and takes over an hour to get through. Perhaps they should add a # no. Option For covid information rather than it take 2 mins to even get into the queue by telling us what we already know about covid.

Why cant they get the phone system sorted? This time 23 in a queue, couldnt wait so rang off. Tried again 10 mins later, message: Call queue over 50 so now full (??) , ring later(!). Message said to go to Patient Acess and use On line Consult Banner. No such banner. Health advice page all specific ailments, nothing relevant to our call. Nowhere to send a communication different to the ailments listed. 3rd rate service which is appalling for Solihull. It has been bad for all of 2020 and Covid is no excuse, SHP patient facing systems need major change. It is getting worse and worse. Somebody in authority should take responsibility for getting this sorted.

Grove surgery services has deteriorated further after joining the partnership : SHP. The wait queues on phone lines are minimum an hour ( even at offpeak times). After the initial phone handler talks to you , you have a further indefinite wait to speak to your care personnel for a triage. This service esp at Covid times is more looking after the health and pockets of doctors rather than patients. They have GPs who are locums and only care about their hourly rates. Others prescribe medications without protocol. They are reading out of the same google page as you. A few times I have had to remind them the possible diagnosis! They have failed me repeatedly and I have recently ended up in the A&E due to this. They promise a call back and dont call back. This service is a joke!!!