Lapworth Surgery 2020-12-24 Person 2 5 0

I have been registered at Lapworth surgery for over 30 years, from the time it was run by the Nicol’s. The surgery is good for appointment availability and not rushed in appointments. The negatives are the receptionists and waiting times, the signing in machine always states 0 minutes wait when in reality it is usually half an hour and often longer. During a phone conversation with Gareth, I mentioned that I was temporarily residing at a different address. Subsequently, every time I have contacted the surgery about my repeat prescription, the receptionist has asked when I will be changing GP's. I have explained that I have no documentation at the address I am staying as it is temporary (6 months) and I am reluctant to try and explain my medical history to a new GP in a 10-minute appointment. Despite this, the surgery has now written to me (at the address where apparently, I no longer live) to advise ‘I am no longer able to be a patient at Lapworth Surgery’ leaving me with no support or access to medication during this difficult time. Although I understand that policies need to be enforced, I feel like there has been no consideration for how this may make someone feel and falls well below the duty of care they should have for their patients.

The signing in machine should give an accurate waiting time. The receptionists may benefit from some training on diversity and adapting to the needs of the surgery, speaking to them is never easy and a barrier to trying to get help. Before making the decision to deny support to a patient they should consider the impact that this may have especially when there is a history of mental health and they are reliant on repeat medication.