The surgery is being run on locums again which means that there is no continuity of care and great delays in dealing with appointments. I had asked last week for a call back to discuss medication and was told that because locums were taking appointments and most would not undertake telephone conversations it would have to be today, at lunchtime. At 2.00 pm I checked with the surgery to ask when the call would be made and was informed that it had been put back to next Tuesday without consultation. Next Tuesday is an appointment day for Doncaster Royal Infirmary so no one would be there to take the call in any event. When I asked who had changed the day for the call back I was told that there was no record of who had made the call. This is yet another problem of surgery staff believing that no one has anything to do except pander to the requirements of staff there. Obviously, no one's time has any value except theirs. Under pressure, the call back was reinstated for teatime today but it means hanging around yet again. Patient care seems alien to this surgery at the moment. Over the last few months, there has been considerable difficulties with repeat prescriptions: they are often incomplete and often not sent to the local pharmacy in accordance with instructions given. The local pharmacist must be spending valuable time trying to chase prescriptions which are incomplete or just left in the surgery. The service has declined considerably over the last couple of years and even the statement than an official complaint is to be made to the NHS does not seem to have any effect other than for an member of the support staff saying that she is sorry. I can only hope that the NHS will intervene and the CQC will respond.
It is getting more and more difficult to get an appointment and I have not seen Dr Wagstaff for nearly a year. The practice seems to survive by using locums. Even telephone consultations are becoming more difficult to obtain. One of the problems with using locums affects the continuity of care - which is also affected by the high turnover of nursing and support staff. When it is possible to see Dr Wagstaff, she is always very pleasant and competent. The other problem - which may be more difficult to resolve because it relates to patients overrunning appointments - is that significant delays are always encountered. There is little evidence of appointments ever running to time - even early in the morning. The impression is that patients time is unimportant and they simply have to wait irrespective of their own commitments elsewhere. Support staff are generally surly, unhelpful and can be rude. Often repeat prescriptions are incomplete and, although arrangements are made to have scripts sent to the local pharmacy they often are left in the surgery and the pharmacy must spend considerable time chasing scripts and sorting out queries.
Very superior attitude. Not at all friendly. Accused me of lying about asking for a repeat prescription when in fact she had taken my blood pressure etc specifically so that I could be reissued it.