"Infuriating and upsetting"

I have been dealing with this practice for over 15 years in support of my elderly mother. At first the service was acceptable, sometimes very good, and there have been occasional instances of individuals being extra helpful and kind. However, in recent years there has been a clear and obvious decline in the standard of service offered, starting well before the current covid crisis. I see from other reviews that this is not a unique observation, and also that the response to criticism from the practice manager is defensive, patronising and authoritarian.

Today I tried to book an appointment for a doctor to help my mother, who has multiple health issues, including dementia, heart disease, profound deafness, and mobility problems, and it was impossible because all triage appointments for the day had been filled. The only alternatives offered were to try a local pharmacy, a drop-in centre, use Livi, or consult online web pages. I am curious to know which of these options would suit my very frail, very confused, wheelchair using mother. I do not live in the area, which means I cannot offer personal help, and her carer does not drive or use anything other than basic technology. The final alternative is to try again tomorrow. So, like peasants clamouring at a gate for charity I am expected to join the scramble every day to access a service for which my mother has paid during a long working life. You have previously said that one of the reasons for making changes to the way we access services is so that reception staff will be able to deal more quickly with those people who have difficulties using the online systems. If this was the goal, it has been an abject failure. I cannot message you, I cannot book an appointment, and nobody ever seems to answer the phone. My own surgery has provided exemplary levels of care with scarcely any deterioration of speed or accessibility throughout the pandemic.

Shepperton practice manager is often at pains to tell us that general practice is changing and is clearly frustrated that we are apparently unable to accept that change. It would be more useful if the practice would accept firstly that few people resent change for the better, and ask why so many people would take the trouble to tell you repeatedly that your systems are not working, and fall below the standard available elsewhere. At present your surgery is in effect closed, apart from a tiny window each day when we fight to get your attention. Your website is cluttered, unfriendly, dictatorial and not intuitive to use. It seems to be constructed specifically to prevent access to services for most people. Even your telephone answering system sounds stern and unfriendly.

Like most people, I am a fierce advocate of the NHS and most of the people who work within it, but this general practice is increasingly failing to offer the level of compassion, support and effectiveness we have a right to expect.