Eagle House Surgery

The staff at the practice have all been amazing over the last year helping me understand my symptoms , as sometimes these didn’t make sense to anyone, but after endless tests and investigations the gp mananged to finally put a diagnosis.

I have been trying to get an appointment with a doctor on the telephone not even face to face on patches for over a week now, there’s never the option to request it because it doesn’t allow it, I’ve tried early morning and every other time. It’s impossible. I don’t understand why they don’t just allow patients calling in to book appointments, I mean that’s why the receptionists and staff are there for. Why does this surgery make it so difficult for patients to book a telephone appointment with a doctor! Not happy at all with the service here!

The new patchs is a pain if you log on after 8:30am you can never fill out until the next day.

It can take forever to get through and there are no appointments left thus having to try again another day

I spent 1hour and 25minutes waiting on the phone to answer a query about results coming back for my child, there were 14 people in the queue, the last 20 minutes I was first in the queue which seems extreme. I was then advised that they had returned 2 weeks ago and that I had to book an e-consult for this on their website - the receptionist wouldn't do it over the phone for me as they were all taken. When I said that I was very disappointed in the lack of help she didn't apologise for any inconvenience I may have. When I even mentioned that I had tried the website and that on the phone view it wasn't clear what to do. Also that the doctors had never said that I would have to personally chase up the results myself and guess when they had been received. I felt all the tasks were placed back into my hands and if I didn't chase then I wouldn't get the help that I had asked for. I have now used the website which took another 5-10 minutes to be told that there would be a phone call sometime in the next 3 days. This would be extremely awkward on a normal work week as I am not allowed to have my phone on me during work times, luckily I'm on holidays this week. The inefficiencies seem to be taken as normal and that I should just accept which is not acceptable for many people who work and have limited time to access doctors.

On occasion I have been on hold for over 90 minutes to get an answer on the phone, increasing the number of phone lines is pointless if no-one answers. Staff, on phone and face to face, would benefit from customer service training to help them develop 'people skills'

Not happy using e consult rather speak to a receptionist

You can’t call & make an appointment anymore, you have to use e consult which can be quite challenging trying to get an appointment for a child.

Just exhausted. Simply exhausted. Even before covid 19.

Called at 08:00am to speak to a dr I was told that all appointments are taken already. I was 4th in the queue. How could Appoinnent finished at 8:10 the surgical opened at 8:00am. I assumed that they would save some appointment for those who are unable to come out and joined the queue outside the surgery. Surely there should be daily appointments for call in and walk patient. They gave all the appointments away to one st of people.