"Simply terrible"

Thank you for the comments that you have left on NHS Choices.

I am sorry that your feel dissatisfied with the service offered here and am pleased to address your concerns:

1) ‘Shockingly poor service since the attached pharmacy has opened’

It is not clear what aspect of the pharmacy service you are referring to here so it is difficult to reply to this.

However, the pharmacy is an independent concern that operates from our premises.

Please take up any concerns directly with them so that they can be addressed.

2) ‘Electronic appointment booking is broken and will remain broken until March 2017 according to the surgery's own newsletter’

In September 2016 the practice changed to a new clinical GP computer system.

This was a major project undertaken to improve the service we are able to offer.

As such it required the reconfiguration of the online booking system.

We worked to keep our patients informed about the changes and how these would affect our patients via our newsletter and website.

We have already begun the process of re-registering patients for online services and this will be completed by 31st March 2017.

3) ‘It is impossible to make an appointment with one's own doctor more than a week in advance’

It is possible to make an appointment with one’s own doctor up to a month in advance – provided, of course, that that doctor is not away, already booked up, or undertaking other unavoidable clinical duties.

4) ‘There are open windows available for admin and doctors but waiting room windows, when they actually exist, are sealed shut and the two air conditioning units downstairs are permanently turned off despite requests’

We are fortunate to have a light and spacious building and although it is true that the waiting areas are generally situated towards the centre of the building and therefore have fewer windows, they are all light, airy and spacious. As you mention, we have air conditioning units which are used according to the wishes of the majority of those present at any particular time.

In accordance with this they are often switched off for much of the winter period.

5) ‘failure to correctly refer patients to specialists’

We are not able to comment on this concern as we do not have enough information, however, if you would like us to address it please contact us with further information and we will do so.

6) ‘The surgery should not be allowed to state here that electronic appointment booking is possible when it is not and has not been for months, To say so is a lie plain and simple’

As you stated in your comment at (2) above, we have publicised the fact that our on-line system would be temporarily unavailable.

We constantly strive to provide an excellent service to our patients under the increasing pressures on the NHS.

We welcome comments, suggestions and complaints as a way to review and improve the service we offer.

If you would like specific individual concerns addressed please contact the surgery.