Fitznells Manor Surgery
7th September 2021
Unfortunately what massively lets this place down is the new integrated partnership system of online only bookings. You can't get hold of anyone for anything and it's a nightmare. They were difficult to contact and get an appointment before but now it is basically impossible and this is someone who uses tech for everything and was so excited when they introduced an app system option - I thought it would be perfect and in theory it should be, but its so rubbish and after years I'm still not actually on the app with my surgery connected. It's a joke - you have to get a referral letter, even if you've been a patient for over 15 years like me, but they have removed any way of contacting them to do so, so in the end I give up, try again the next year but then encounter the same issue as no one bothers to improve it. Also to navigate the website is ridiculously cluttered and over complicated when most people probably just want to simply book an appointment. I have designed better websites myself... I'm in my early 30s and spend most of my day on a computer - god knows how the 60+ or even very elderly fair with it. Not well I'm guessing judging from the reviews... remember - these are from people computer savvy enough to be able to write an online review. You can't get through to a person anymore - however, I will say this - one two occasions I did wait on hold for over an hour to speak to a real life person the staff there are wonderful and extremely helpful. They're clearly as frustrated with the system as the patients - again doctors all seem fab. It is a shame upper management have let them all down so badly with this by not investing in a proper system. Sadly I've finally come to the conclusion, after 27 years with the practice it's actually easier if I just change doctors. If I was in need of a doctor more frequently I would have probably come to the same conclusion many years ago!
Invest some decent money to get a proper app and website build that's quick and simple to use. Support your wonderful staff better by giving them the tools - they're on the front line and I imagine get it in the neck all the time about this.
To be clear I absolutely would prefer to use an app or website to book appointments and repeat prescriptions but what you have isn't fit for purpose and wasting valuable space on my iphone!
Offer elderly and vulnerable people a private number so they at least can get help from a human. If I find it this bad I imagine patients like that literally have died trying to get an appointment or giving up and no way of ever knowing.