Fitznells Manor Surgery 2022-03-08 Person 2 5 0

Impossible to contact surgery either by telephone or online. Lack of planning and provision to facilitate access to the surgery No contingency in place to make up for the lack of telephone access while the new telephone system is being installed. The online access form has been closed as (they have already received number of forms that the staff can process for the day) leaving patients frustrated and probably worse. This probably results in patient going to A&E because they cannot access their GP when they need to. I am very disappointed that access to this surgery is so poor. The doctors and staff who work at this surgery are not the problem, the system and processes in place are the issue and need to be fixed urgently. We do not want patient to attend A&E or ending up in hospital simply because they can't see their GP! I am considering registering with another GP after 12 years with this surgery.

If yo know the telephone system is going to be down, you could have put contingency plan in place to facilitate access to the surgery. Like bringing in more resources to enable the online forms to be processed. NOT closed off the online access/appointment request. The above scoring is based on previous experience however today my experience was very poor as I was unable to contact the surgery to make a follow-up appointment as advised by my doctor.