"changes and improvements needed"

Whilst working as a health professional myself in senior roles across the NHS

I do understand pressures within the NHS however I do have to say that there are significant access issues and general timely responses from this surgery. This area is clearly having a population increase and there is a problem in the effectiveness of local response. Examples of my concern during the last year and beyond include- the reception staff seen arguing with patients who are understandably frustrated as no- one answers the phone - resulting in Peole turning up at the surgery just to try and get a response - I too have done this albeit I am not elderly or infirm so goodness knows how others feel - inaccurate documentation and no documentation in family child health records - specialist nurses didn’t even ask for the red book ( an important account of a child’s health progress) this has been for immunisation programmes and other visits. The calm back and telephone consultation is supposed to be a way forwards for ease of access however at this surgery i have to say it is now the only option - very brief - often no call back - if you want an actual face to face you will wait at least 3 weeks. I cannot help but think this has been introduced out of an overstretched service response rather than any form of best practice initiative. Only yesterday I saw an extremely frustrated woman who was speaking on behalf of an 87 year old get so angry and when she said ‘no one ever answers the phone - what am I supposed to do ‘ she was almost told to go away ( and later ridiculed by staff in the back office as everyone in the reception could hear and felt very uncomfortable) ———— there are some serious issues here that need to be addressed as I feel the risk is high - I hope this ‘new’ appointment system is set to do this but ..............,,..Thanks