SHP - The Jacey Practice

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.

waited a total of 1 hour 40 minutes on the telephone to make an appointment with a doctor for 2 days later!

I spent over 3 hours on the phone from one person to a 'call navigator' to then get someone who took my details to pass onto a Doctor, and this was not including the few occasions I got cut off just as I got down to no.4 in the queue from 50. Yes, 50! Just to speak to someone to arrange for a Doctor to call me back. The service has become virtually unusable and I cannot see how any efficiencies are being achieved, or if they are at what cost to providing good customer service. Used to one of the best but sadly not completely awful service

I called Jacey practice today to arrange a face to face appointment for my Mum as requested by her GP. I was 17 in the queue and waited 40 minutes then was put through to the care team and was 19 in the queue and waited a further 40 minutes to be told a receptionist would call me back next week to sanction a face to face appointment, as this was not something they could arrange without GP approval. What is going on? My Mum is 81 thank goodness I am able to wait this length of time to speak to someone, but who can? What has happened to a service which was running well? Why does my mum who lives closer to Jacey practice now have to go to Monkspath which is actually detrimental to her health as she struggles in longer car journeys. There are so many people who will go under the radar, due to negligence and lack of face to face appointments. What are our GPs doing? If not seeing patients face to face? The system is NOT working