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Poor service re reception and appointments

Posted By Practice patient

"Poor service re reception and appointments"

About: Sydenham Green Group Practice

(as the patient),

I have had a horrible experience trying and speak to a person in `Sydenham Green Practice. I have been trying for days and days. Today I called as advised at 8 am and was waiting for 38 minutes before being cut off. When I called again later  - again automated service. And when I called at 11 a very unpolite receptionist told me that GPs should be contacted between 8 am and 10 am - sheer cheek of it!

When I told this person I want to complain they put me on hold and disappeared. I have a painful knee and need urgently to be signposted to an orthopaedic  and don't even know if Sydenham Green has such doctors as I cannot speak to anybody. This has been going on from way before the pandemic and it is getting worse. `I don't see the point of this Sydenham Surgery if it is unaccessible and I want to know why there are so many receptionists in Practice and nobody picked up the telephone. I want to know whom to present my 38 minutes telephone bill of calling the practice today - who will reimburse me?

Also how can I get hold of any `GP in the practice - do they work at all ?  My rating for Sydenham Green Practice is way below 0 - it is negative in every way - why are you wasting your patients time and NHS money?  I will be checking if my story is on your website or whether you are going to hide it!

Appointments

Appointments

In answer to your question - I do feel extremely unhappy and angry with Sydenham Green Practice reception and appointments system!


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Responses

Response from Sydenham Green Group Practice 2 years ago
Sydenham Green Group Practice

Submitted on 04/03/2022 at 13:44
Published on nhs.uk at 20:01

Dear Patient,

I am sorry that you are unhappy with the service. I understand that it is very difficult to get appointments at the moment and we are looking at ways to alleviate the pressure. This is increasing ways for people top get direct access to services without needing to see a GP, as well as increasing the size of the clinical team to offer more appointments.

We are required to offer appointments online, which are those available through the App, but the majority are currently only available to patients booking in person or on the telephone.

Yours,

Ed Hillan

Practice Manager

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