Nevells Road Surgery

Impossible to see or have a telephone consultation with my own doctor. Actually visited the surgery at 7.50am one morning and waited outside for them to open, as I wanted to speak with the receptionist direct and make an appointment with my doctor. Spoke to the receptionist behind the desk, only to be told that appointments can only be made over the telephone and not face to face as this was fairer to all concerned. I sat in the surgery and rang the number and was told I was 15th in the queue. I sat there for over 40mins and eventually spoke to the same receptionist that I spoke to (face to face) some 30 minutes earlier and even then it was not possible to make an appointment. I was told to ring back after 2pm. The office manager then became aware of my frustrations and I was then given an appointment with a nurse later that day. I have been with this surgery for over 40 years and the level of service has deteriorated markedly in recent years. In fact, since COVID, it would appear that this is the only public service that has not returned to how things were before the epidemic, which by all accounts has all but disappeared. Maybe someone can explain this. I remember visiting the doctors in years gone by, when the surgery would be full at all times of the day. Now when I visit there are only 3/4 people seated as opposed to 15/20 people prior to COVID. Why is this ? I am acutely aware that the surgery has increased its numbers of patients and as such has put strains and time pressures on the Doctors themselves. However when I visit the surgery it is always nearly empty ??? I would kindly suggest that the management and processes of this surgery need looking at urgently, in order to improve efficiency and to achieve a better patient experience . Would love to see how this surgery is measuring up against their commitments under the Patients Charter of Rights and Responsibilities.
May 4th, 2023

03.02.23. You have left me without treatment despite being warned what may happen with the medication you prescribed and have left me so I am now passing blood until I can get a prescription next week. The advice of ringing 111 was what I told you, they advised me to speak to you on Monday. What could have been treated over 5 days will now be at least 2 months. Thank you so much. I did everything you asked me to do but got ignored. They are usually much better than this
Jan 22nd, 2023

Whilst all doctors surgeries are delivering very poor service in the UK at the moment, the service here is worse than it should be. They have automated phone lines with impenetrable menus (referring constantly to out of date covid instructions) that mean you will wait hours until you can even speak to a person and when a phone appointment is (by luck) arranged, the surgery will let it ring for 2 rings before hanging up, never to be contacted again. Even in very difficult circumstances in the countrys medical provision, more professionalism and effort is expected than this.
Dec 14th, 2022

Waiting for someone to pick up the phone. Stuck at being a caller no. 3 for a long while. It appears the only way may be to go to the surgery in person.
Nov 23rd, 2022

I was a bit nervous about joining this surgery because of the bad reviews but I haven't had a bad experience yet. The receptionists are very polite both on the phone and in person. I think you have to realise that they're not there to be your therapists and talk to you for ages so sometimes they might be a bit quick but they have so many people to get through. Also had a really nice doctor so am glad I chose this surgery. Thanks ! I'd give 4 stars but it looks like a lot of the signage is out of date (I.e. compulsory masks etc which makes some patients very rude to others).
Oct 14th, 2022