Rosegarth & Siddal Surgery

My phone ran out of battery life twice waiting for someone to answer. The third time I pressed 8 before it ran out again. 3 weeks on I’m still waiting for the call back when it’s “my turn in the queue.”
After a text telling me I was in an “at risk category” and to book my COVID booster and flu jab immediately I tried - for 6 hours. When someone finally answered the phone I was just told there are no appointments- try ringing back in a couple of weeks or go somewhere else.
I did go somewhere else and sat in the waiting room of a surgery where there were actual GPs seeing actual patients. Something Rosegarth stopped bothering with years ago.

My mother call just after 9 am it didn’t say what number she was in the queue but she pressed 8 for a call back. My mother rang back at 11 am and held for 1.5 hours but no answer. I tried to call on her behalf, no answer, so ended up driving to the surgery just to speak to someone. The receptionist was helpful as they could be in person, but unable to help directly due to patient confidentiality. However there was no record of a call back request (this has happened before where a call back request made, but no call received). If my mother’s issue had been dealt with promptly it would have avoided a late evening visit to an and e, for a back slab and another visit to plaster clinic to replace the cast.

Cannot access to check appointments & no reminder text sent

Not enough appointments/GPs
Certainly no appointments to book in advance.
The only time you get an appointment is when you're hounded for pre-existing health issues eg. Asthma & Diabetes.

Need to see same GP due to communication issues with autism and on regular meds. Was sorted (great GP), but cannot get appointments in time for med reviews. Left me with unhelpful advice from different GP’s and in worse position. Also wish to say Annie on phone was brilliant however after weeks of problems - simply tasked GP with calling me. Easy solution after a lot of distress - 5 stars to her!

I have a history of skin cancer and have recently developed a worrying symptom. I used the practice's new Patchs website to try to access an appointment. The website asks a range of questions, which I answered fully. I then received a message saying there were no appointments available today and I should call the surgery. Nowhere on Patchs does it make it clear that appointment requests are for the current day.
I tried again, explaining my worries and that I didn't need an immediate appointment, but got exactly the same reply, which leads me to think that no-one is reading the requests in full, but simply pressing a button when they see 'appointment request'.
I then telephoned and, after being cut off after several minutes, managed to speak to a receptionist who told me I should call again at 8am the following morning as there were no appointments available. I said I was happy to take an appointment in the near future but was informed that they didn't make advance appointments.
I have fallen victim to this Orwellian system once before and it took me several goes to get something as simple as a medication review.
I have given feedback on the Patchs system, which I believe is poorly worded and not particularly user-friendly.

After a visit to the emergency GP on the weekend, I was told to see my GP for investigative follow up. I filled in the lengthy PATCHS form in detail, including the question asking when I was busy (for an hour at midday and free for the week). Nowhere did it indicate this form was ONLY for a same day appointment. They declined my request because I was busy and told me to resubmit when I was available. I filled in the form again briefly (there was no copy/paste function or resubmit button), explaining I was free that day. Another person responded that, ‘as I had been told’, there were no free appointments. Resubmit or call 111 (as I had done on the weekend!). I had not been told that and now I have gone full circle! Still without an appointment for a health problem urgent enough for 111 to send me to A&E.

Having tried Patches without success, I left a comment / request on the medication request page. I then received a telephone call the same day arranging a telephone review. The review itself was thorough and very helpful. When the system works, it works well. But getting through that first hurdle of contacting the surgery is very frustrating.

On the rare occasion I've managed to see a nurse or GP, the service has been good. However, trying to get through on the phone, or attempting to use the online services or Patches, is hopeless. Patches is usually full to capacity for that day, even when used early in the morning. All I want is a rpt medication review for long term osteoporosis!

Patients rights to see a doctor face to face , in the right place, at a mutually agreed time, are being ignored with the proactive act of conducting telephone triage, with no timeliness, leaving elderly patients getting anxious whilst waiting at home for hours for the phone call from someone. This is a depersonalised service and does not put the patient at the centre of care. It build in delays for elderly patients to access GP care and advise. This leads to increased frustration by patients, contributing to increase in conflicts and verbal abuse. Also leads to increased use of Accident and Emergency due to patient loss of confidence to access GP practice.