"A total shambles!!"

I have been with this surgery a little while now and experienced it’s as grove medical practice, I managed to get appointments when needed, staff were great and didn’t have a bad word to say about this surgery! Since it changed to Shirley health partnership the surgery has become a complete and utter shambles.

I feel your biggest problem is your reception staff they are rude, unhelpful with no compassion at all. The reception manager needs to grow a back bone and sort her rude staff members work attitudes, professionalism and train them in the basic jobs of administration such as answering the phones!

On Numerous occasions I have tried to call the surgery and to have the phone picked up and put down on me, if I’m lucky enough to get put on hold I have been on hold for 40mins plus. On one occasion I got so annoyed I kept my phone on hold and drove to the surgery, no que when I arrived to hear the phone still ringing out the back but of course it wasn’t their fault and they were answering them.

Wednesday 21st March was again and occasion where I needed an urgent appointment for my 15 month old baby. She had conjunctivitis and needed drops. I phoned the surgery to have the phone put down on numerous occasions. In the end I gave up and phoned 111 they were very helpful and said she needed to be seen by a dr but as our surgery was still open they couldn’t book us in until 6.30pm so I again phoned the gp surgery to have the phoned answered by your most rudest receptionist by far and you have had a few. I asked why the phone was being put down and she instantly jumped on the defensive. She decided to argue the point rather than listen to me needing an appointment for my baby. I ended up taking her to the eye hospital, the hospital said we done the right thing as she needed the drops and these couldn’t be brought over the counter for under 2s.

I have asked for the practice manager to call me back on numerous occasions to be told if I want to speak to him to write a letter!

Again I phoned today for an appointment for an ongoing medical condition review to be told they had NOTHING to offer me. I’m to call back and try again.

If my condition deteriorated dramatically I may not get the chance to call you back time and time again for an appointment I won’t get.

I asked if your practice is still taking on new patients and I was told yes you are. Why is that?? You can’t manage the ones you have.

I look forwards to your reply.