"Poor service provision to patients"

From my experience:

(1) Poor provision of appointments particularly for those at greater risk - minimal pre-bookable appointments available, limited and hard to access ‘on the day appointments’ requiring steely determination to access, thereby marginalising those less able.

(2) Limited surgery times and appointments eg: 09:00 - 10:50 and then 2-6pm Monday to Friday? Is this why there is a shortage of appointments and why is it so difficult to get through to get an appointment on the day? Do you not ring-fence urgent appointments for frail/elderly or vulnerable at risk patients?

(3) There is no delivery service for prescriptions, which is particularly useful and free nationally - this deprives patients of a much needed and valuable service.

Why does the in-house Pharmacy not facilitate this given patients live in villages that have a very limited bus service (1-2 a day) and no Dial A Ride - Can this be introduced?

(4) There is no 'electronic prescribing' and I would like to know why?

This would in itself enable a delivery service which could send the prescription to a pharmacy near patient’s home at the click of a button saving thousands of miles to patients each year by visiting a pharmacy close to their home. This is enjoyed at many other Practices so when will it be introduced here?

(5) not a well led service and not responsive to the individual needs of the patients. All decisions appear to have to go through the clinical lead

who is not full time according to the website. The Practice Manager appears to have no autonomy to make decisions when he is not there and given the Practice Manager is not clinical then it would seem the patient ‘just has to wait’ which is not responsive to their needs particularly those who are frail, vulnerable or at risk and there appears to be an unwillingness to provide for this group of patients even if it means it could prevent a hospital attendance or reduce the risk to the patients. Someone named on site should be able to make these decisions daily.

(6) it appears there is no home visit service available - if there is what is the criteria for this and how can it be accessed?

(7) No evening and weekend appointments, farmed out to an Out of Hours service - how would patients access this and what is the criteria for using the service?

(8) what was the outcome of the last CQC report - are any of these areas above identified for improvement?

(9) This practice is unsafe for vulnerable people.

(10) The GP practice has a duty of care for all its patients which I do not believe this practice is delivering. I would not recommend this Practice and given that it only has 3900 patients I suspect many patients choose another Surgery with better services. Poor Service, lack of care to patients, no desire to change and unwillingness to resolve complaints.