Chobham&west End Med Prac, 16 Windsor Road, Chobham, Woking, Surrey, GU24 8NA
Also known as: The Surgery, 16 Windsor Road, Chobham, WOKING, GU24 8NA, Lucas Green surgery, Lucas Green Road, West End, WOKING, GU24 9LU
I visited the Surgery in West End on a Saturday for a hopeful emergency appointment - unsuccessful - but the receptionist was very apologetic and seemed truly sorry not to be able to help. However - for previous 2 appointments (working week) I found the receptionist on at the time totally different - I was stood at a closed window for over 5 minutes waiting to book in (and in pain on my feet) - whilst she typed on her computer (not even on the phone) and only a very quick cursory look up. I work in the NHS and understand that we have to juggle all the balls in one basket - but it would have been very nice to at least have been acknowledged that I was waiting - even if it was to open the window and say that she will be with me shortly and would I mind waiting? I did get the official 'sorry to keep you waiting' line - but it was more from the head than the heart!! I really do not go to the GP if I can manage my ailments - but with this reception it puts me off going when I really need to.
It's practically impossible to get an appointment and the method of getting one seems to be a dark art. You have to phone up on the morning at 8am to then be told nothing is available and to phone back again the next day. Repeat ad nauseum. By 8am I'm already late for work so it's not like I can call up every day. Invariably I just muddle on and never end up getting an appointment. If I actually want to see my own GP - well that's even less likely.
As per usual I have been on the phone this morning from 8am trying to make an urgent appointment for my daughter and yet again I have been told that there are none available as the book on the day appointments have all been taken by the doctors the day before! What is the point of book on the day, which is a crazy system anyway, if they are gone before the day begins!! We are constantly told not to waste time at A&E and to see our doctor but this is proving virtually impossible. Waiting time for an appointment is often more than two weeks which is totally unacceptable.
I checked the appointment system at 10 a.m. on the 1st April. By then the book on the day appointments had all gone but only some of them had been taken by the GPs the day before, the rest were taken on opening that morning. If a GP needs to see a patient quickly because of test results just received or some other clinical reason they will override the system and take the first available appointment. I doubt if many patients would disagree with this system. At 10 a.m. there were still medically urgent appointments available for that day, I can only presume that the urgency of the need was not relayed to the reception staff, if not I can only apologise for the oversight by the staff member concerned. I agree the waiting time for Routine appointments with your own GP is two weeks going on three at the moment. This is down to a few factors, increase in demand, movement of unfunded secondary care work into primary care, a reduction in the primary care % of the overall NHS budget from 11% to under 8% and a recruitment crisis of GPs nationally. (1/3 of all training places remain unfilled this year). The unfortunate part is that as a practice we can do very little to influence a turnaround, however as individuals we can have our say on the 7th. David Clippingdale Practice Manager
It is very dificult to book an appointment on the day when the line is constantly engaged following the 8.00 appt start-up. When I rang initially the day before, I was told to ring in the morning at 8.00 but by the time the line was no longer engaged, there were no mire appts available.