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Absolutely abysmal

Story from nhs.uk

"Absolutely abysmal"

About: St Johns House Surgery

Absolutely abysmal. I cannot believe this is what passes for healthcare in a developed country in 2024. Try somewhere else if you have a choice, but maybe everywhere is like this these days... Was told I needed a phone appointment just for repeat medication - earliest appointment was a 1month + wait! They said they would call me within a 3h window. I missed the call by 2 minutes due to being a normal person with a job. Currently have been on hold for 20+ minutes trying to get through.

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Responses

Response from St Johns House Surgery last week
St Johns House Surgery

Submitted on 08/05/2024 at 11:22
Published on nhs.uk at 11:22

Dear John,

We are very sorry to hear that you feel our practice is abysmal.

We have seen a huge increase in demand for our services recently; we have increased the number of staff answering our telephone calls, responding to online requests and working on our reception desk, however demand is still extremely high.

Unfortunately there is not a solution that will solve all of our capacity and demand issues to suit every patient at the practice.

We are usually able to meet the needs of our patients and provide sufficient appointments and methods to book them, but the current situation has provided a challenge we cannot solve immediately.

As a proactive and innovative practice, we will continue to investigate the best way to provide general practice services with the funding that we are given.

We are now receiving on average 500+ calls and 100+ online requests a day. These are not all looking to book appointments, but include covid vaccination, referral, medication, access and record queries which all take substantially longer than booking an appointment.

Our website and the NHS App has the functionality to submit routine queries and we are encouraging patient to use this rather than to call us to resolve some of the issues.

If you wish to discuss your experience in more detail, please do not hesitate to contact us via our surgery email address, hwicb.stjohnshousesurgery@nhs.net.

We would like to thank you for raising your concerns.

All complaints are reviewed thoroughly to see how we can improve the service that we provide to our patients.

St Johns House Medical Centre

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