Southowram Surgery

Until the merger, service was good - excellent. Since the merger, service has declined significantly. The appointments system/process is not patient-friendly. I live a few hundred yards from the Surgery, yet sometimes I have to travel into Halifax to the other surgery. Reception staff can be unhelpful, not deliberately, but through lack of training/experience. I have had cause to inform the CQC about the practice on a few occasions. I've done this so that there is an ongoing catalogue of the group practice's instances of poor performance.

No empathy shown towards booking an appointment, procedure is to call at 8am on the day as they don't book same day appointments. I called at 8am to be notified by the automated service I was 42nd in the que to then be told I’ll have to call back in the morning at 8am as the clinic is full for appointments the appointment is for a 4 week old child and we’re now having to go private to get the matter dealt which is very wrong!

I am 17 and when I last needed to be seen I was 16.
They gave me a phone appointment but then asked to speak to my mum. I was cut out of the conversation even though it was about me. Had I been in the room I think I would have been part of the conversation about my health needs.
I think phone or online appointments are a good idea, but for people my age (where parents may still be involved) they need to include us too.

This is my local surgery, because you have to register where you live you go to the most local.
Last time I called I was given an appointment which was over the phone and that was fine. I preferred talking on the phone than in person.
I had to collect a prescription but when I went to get it I found out it was a doctor at another practice that called me and the prescription was there. I didn't realise they did that and found it confusing about who I spoke to and where I had to go.
I am 17 and my mum had to contact them to sort it.

Lack of communication between staff and systems..

I always get treated with the upmost respect and have no complaints other than need more than one regular doctor. All The other doctors not experience enough in complexity cases leaving strain on The main doctor

Failure to report condition , how it affects me on a daily basis, how many exacerbations, confirmed multiple diagnosis’ only to benefits failure to make appropriate referrals ie orthopaedic and Respirtory consultants because of loss of clinic letters. Told must take responsibility for COPD diagnosis