Rosegarth & Siddal Surgery

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.

After speaking to a receptionist who was rude and unhelpful, I called back and spoke to Annie. How she spoke to me was lovely, she listened to everything I said and gave me some advice. I just want her to know how much I appreciated this.

After experiencing a trauma I was looked after by Dr Hugh for 12 months. She provided me with excellent care and went above and beyond to look after my wellbeing. She reviewed my medication every 4 weeks and gave me a call every 2 weeks to check on me. She provided me with a listening ear and kept encouraging me and urging me to make improvements, she really was a life line for me at a really dark time.
She also referred me to the the social prescriber who also provided me with excellent support.
Together they got me back on my feet and able to work again.

Waiting on phone for 1hr 15mins then cut off.
Went to surgery to book appointment, a patient walked out didn’t want to wait for her appointment but receptionist would not give my husband the appointment me to although he was there, complete waste of NHS resources.
Told to go home and take a photo of infection on his leg and some one would contact him within forty eight hours, no-one did so another journey to surgery . Their system had been down and photo had not been received, they tried to send the photo and did not know how to work the system.
A medical person of some kind, not a doctor rang as the photo more by good luck rather than good management had actually uploaded onto their system, he told my husband that he would consult with his colleague, presumably a doctor and ring back.
When he rang back with his diagnosis his manner left much to be desired, his delivery of diagnosis was, ( well it could be cancer or worse). Not a good delivery when you think you have another flare up of dermatitis.
Not impressed by the appointment system being used, it seems that an appointment must cost more by having staff doing triage then speaking to a doctor who tells them to call back the patient with the diagnosis .

Waiting for return call from doctor, not knowing what time they will ring.
Need wax removed from my ears, can’t even get on the waiting list. Told to go private.

If you ring to make an appointment you can’t get through, the line says busy and just cuts off - this can last hours. I registered online and just continually shows ‘no appointments available’ - the only option is to go in person to the surgery which not everyone can do

When calling Rosegarth it constantly says “user busy”. 3 hours and I still can’t get through to them.
The other day I got through and I was 8th in the queue and 70min later I got through.
Today no even getting past user busy. My son is poorly and it’s not on.

My child with learning disabilities gets good support. I do not get the same support as her mother and main carer. The phone lines are busy so I cannot always get through. I am not good at online use.