SHP - Monkspath Surgery

The doctors and nurses are very good when you see them but booking an appointment can be very difficult. I was recently contacted by the surgery for a general health check up at the SHP hub, which is next door to the surgery. I was very pleased with this service and the appointment went well.

I phoned, I queued outside the surgery before opening, I spoke to a receptionist, I made a specific request to a doctor - but I still could not get an appointment with any doctor at any time.

Unable to make an appointment, phone system is rubbish

My experience has been awful because you just cannot get through on the phone line to book an appointment. The system is not working and it is very frustrating that when you really need to see a doctor you cannot access one via your GP surgery. Something needs to be done.

I feel likely completely giving up on this surgery. Trying to get through on the phone line is an absolute nightmare. I have been holding for 45 minutes just to get into the queue and can then be holding for another 40 minutes to speak to someone, by which time the appointments are all gone. If I go into the surgery to try and book, the staff are unhelpful and show a lack of empathy. I needed a form signed by a doctor for a hip operation but they would not do it. They just do not care. I avoid going into the surgery now because on more than one occasion it leads to arguments with the staff there who I find very confrontational. I suffer with anxiety and the process is very stressful.

Impossible to get through on telephone system to book an appointment , only way to get anywhere is to queue up outside surgery early morning and hope for the best.

If you are Ill and call for an appointment there are none for two weeks. As soon as they are released they are all used in minutes! If you were I’ll and off work for more than a week god knows how you would get a sick note!

This was s great surgery before merging into SHP!!!
Since the merger it has been a big disappointment in all aspects, hour-long phone queues for appointments, sending you to other further away surgeries to see doctors other than your own designated doctor leading to discontinuity of care...

Although I have seen a very slight improvement over the last few months access and service is still not as good as it was before merging with SHP surgeries. I have been very disappointed with the surgery since joining SHP, the level of service has declined and I often find myself on the phone queuing for over an hour to get an appointment. Recently this happened and then the phone line was disconnected. The system is very frustrating.

I have not had to see a doctor for a few years and I was very pleased when I phoned up this morning and got an appointment very easily.