Great Massingham Surgery

Due to new telephone systems for the dispensary you will be charged for a quippy comment to call back later as they're all busy with other things, bearing in mind, you are charged for every call this system answers, driving up your telephone bill. Furthermore, appointments with GP's are now impossible to come by, the average waiting list being at least 2- 3 weeks long. The only choice is to phone at 8.30am, along with 30 other desperate patients to snatch an appointment on the day for which you have to wait at least 1 -2 hours sitting about to be seen for 5 minutes. I find this system, especially the telephone system used by the dispensary degrading, condensending and it feels as though they're doing us a favour as opposed to delivering a service they are paid for. Furthermore, prescriptions are not tasked to the GP's when promised but when they will see it fit to issue it which can be as much later than 24 hours after the request. Medication is not ordered in in time, even considering the 48 hours requested and are not available for collection. On top of all of this the dispensary will give you the feeling as though you should not be a nuisance to them and there attitude can sometimes come across as abject distain for the patient. Some of them will be downright rude to you in their time and attitude. Also, they will ask you why you want to put a request to a GP, which I personally think is none of their business. The last time I look doctor/patient confidentially was still absolute.
Original Comment Report...

Telephone Access: The surgery has now installed a system whereby your unanswered call is answered by a tape, informing you that your call cannot be answered and to try later. This call, although technically unanswered will be billed to your telephone bill. Sadly, more often than not, this is what you will be answered by. What's wrong with an old fashioned engaged tone that does not bump up one's bill, as we are all struggling with money. I find this new system very patronising as one can clearly tell that unpacking the latest delivery is far more important. Appointments: Apart from the panicked 8.30 emergency phone in appointments there is absolutely no way of procuring an appointment by phoning anytime of the day. The GO's open up certain chunks of their diaries, usually a two week opening and those appointments are gone within days. The average waiting time for a non-emergency appointment is up to two months. So your only hope is to keep your finger on the redial button until you get through and hope there'll be one appointment left - which, of course- will involve a two hour waiting time in the surgery. Dignity and Respect: All GPs in this surgery are incredibly passionate, caring, always go above and beyond and have nothing but the wellbeing and health of all their patients at heart. Those Gaps are nothing, if exemplary! Involvement in Decisions: The GPs will always consult with you and never take you for a fool. They will give you the minutae of everything regarding your health and give you all the options. They will also make it quite clear if they are differ in their opinion and one should always trust their knowledge, expertise and experience. Providing Accurate Information: Due to workload, lack of time, understaffing and lack of support of funding GPs will have to only address the very basics. As you know, GPs are only allowed to spend 9 full minutes with a patient, it is an impossibility to convey anyone's diagnosis, test results and a treatment plan within 9 minutes.
Original Comment Report...