"Used to be good. Now barely functional"

A long time ago New Queen Street used to be good. It has declined over many years but since joining with Lakeside it has fallen off the metaphorical cliff's edge. The frontline staff: reception, pharmacy, nurses are all great. Cannot rate the doctors as you'd struggle to see one.

Booking is now via the Anima system - so you play weeks of virtual whack-a-mole getting a booking. And then because whomever developed the system is incompetent when you do get on to book as you are filling out the form someone completes before you so you get bounced out. Repeat process. Its actually worse than the dreaded interactive voice system they had before.

Even the prescription process has become a farce. Pharmacist decides to amend medication without consultation or notice. And then as recently happened to my child they screw-up again and again leaving them without medication for weeks to manage a debilitating illness.

Then when you try to engage directly you get the he said, she said, the system says run around. I think their website sums up their patient focus. It's not great and when you track down their patient feedback section the last review published 2020. Patients Group last minutes 2019.

Last audit in 2022 was requires improvement. That is an understatement if I have seen one.