SHP - The Jacey Practice

Waited in a very long queue all round the carpark and it was a cold, wet and windy day. Too many people booked in for time slots. In the end I was 20 mins late for my slot but once at the front of the queue it was all run very smoothly... in and out within 5 mins.

My family have been horribly let down by this practice now under SHP. Despite numerous calls to doctors and calling out paramedics twice a family member was left to suffer in excruciating pain with an undiagnosed fractured hip and other serious health issues for 5 days before eventually being admitted to hospital as an emergency due to the quick thinking of a nurse. At no point did a doctor visit in order to assess the patient despite being advised of his condition. Shocking.

Cannot get to speak to your own doctor. Serious health conditions not dealt with for life threatening conditions. Wrong prescriptions. Feel completely abandoned and as if they don't care. After years of going here have no confidence in the doctors.

they've changed to SHP. online services vanished. tried calling, no answer. if your having a heart attack, call 999. no, i want to speak to a doctor!. never happens.

Unable to arrange repeat prescription. Still experiencing problems with the delay with phone calls being answered since the takeover by SCH.

Transactional approach, letters sent to doctors i have never heard of and no follow up. 2 hospital letters discussed which had not had actions followed up and no contact. Dangerous practice. Return to Jacey Practice in Shirley and Dickens Heath please not this anonymous conglomerate which just causes me to have to contact you more and more for things that would have been resolved with a single consultation with a doctor who has known me for 20 years.

I’ve tried to see a doctor twice since lockdown began. The first time I hung up after 30 minutes. The last time on 3rd November I was on the phone for 100 minutes before I could even make an appointment to speak to a doctor on the phone two days later.
Surely this is not the definition of open for business I keep hearing from GP’s on the TV and in the press.

Long waiting time on the phone, put through to second tier, extremely long waiting time, only to be cut off after 45 minute wait.

Since becoming part of the Solihull Healthcare Partnership you simply cannot get through by phone to the surgery without being on hold for 1-2 hours. Calls are also regularly dropped so you may be on hold for an hour, get cut off and have to start all over again. They also seem to be in complete denial about the problems. It is an utterly ridiculous and unacceptable situation. There are, no question, some very good doctors in this practice, but they simply can’t manage the enlarged business. It is a very upsetting and dangerous situation.

For example, there was an old man outside the Haslucks Green Surgery last week, he was begging the receptionist to make an appointment for him to speak to a GP as he could not get through by phone. He was clearly unwell and distressed. She refused and told him to go home and wait on the phone for however many hours it would take to get through. It was really upsetting.

I recently had a health issue and got advised to following up with the GP for tests. I phoned to get an appointment on 15th October and was on hold for 20 minutes to get through to someone who then decided where my call should go which saw me on hold for another 30 mins so by this point I have been on hold in a call queue for 50 mins. Then when I got through to make a booking I had to be put on hold again whilst they work out the booking slots. I total I was on the phone 1 hour and 15mins which is just ridiculous and made me very stressed.
I had to go to the Monkspath surgery as my usual one in Dickens Heath is closed. I can not fault the doctors and staff I saw they were very helpful face to face.