Meridian Surgery

Written by a patient

I could not rate my review properly as the questions aren't applicable to the current reason for leaving feedback. I've read the previous feedback and as I've been wanting to book an appointment via the online services it's somewhat ironic. For the last couple of weeks, every time I've logged in, there have either been no appointments available at all, or only one session which wasn't any good. The latter was only available in one week, with nothing the previous week and when I checked today there are no available sessions up to the 17th February. Whilst my situation isn't an emergency one, I have been dealing with it for several weeks and being unable to discuss it with my GP is not very helpful or satisfactory. It's a great shame that the service, which I would have recommended previously and have praised in the past, seems to be falling short. This is the experience of several friends and in their cases far more seriously. I know the surgery has been struggling since at least last summer and has tried to recruit and keep more doctors but patients are being failed and I sincerely hope this will not go on much longer. I still have confidence in my GP but....

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Written by a patient

Been trying to get an appointment for 2weeks. Can't get through on the phone, when you can the receptionist decides if you are an emergency as you seem to only get an appointment if you are.i suffer with copd which is getting worse and having trouble breathing but still can't be seen. Just wish there were more surgeries in the area as we need them and patients would have a choice.

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Written by a patient

This surgery is truly appalling. It's impossible to get an appointment - if you phone you are always told that they don't have appts for the next 3 wks and don't book beyond 3 wks – so basically they expect you to go away and suffer for 3 wks with ill health. Or you can show up at the surgery, stand up in a queue and wait to be given an appt, which I did whilst feeling very ill (having to stand up to queue is stressful and beyond a joke). It took nearly 3 hrs to be seen by a locum Dr. who made light of my ill health and prescribed me something ineffective. Calling again to request a call from a Dr. in light of my health worsening, I waited 15 mins on the phone before a receptionist barked at me, 'Name??' 'Date of birth?' No please, no thank you and after telling me that a Dr would call 'at some point from an unknown number' she simply hung up the phone. Is this what we expect from a healthcare service? Is this the caring face of the NHS? Is it right that people are spoken to with complete contempt and disdain at point of contact with the service? I don't think this is acceptable at all and it's not the first time that I've been spoken to by receptionists at this surgery as if I'm a worthless human being. This needs to be rooted out. Basic manners would go a long way when dealing with ill patients, many of whom are elderly and frail too. Frankly, this service is utterly appalling and I would fear for my life if I had a terminal or serious condition that meant I relied on it for my health and wellbeing. Being short-staffed is an excuse: basic manners cost nothing and this surgery should not employ people who treat the public with such contempt and ill-will - they are doing everyone an enormous disservice. An apology only goes so far - taking action to employ some caring, kind and compassionate receptionists would remedy in part a clearly failing service. Avoid the Meridian Surgery if you can (I can't sadly - it's the only one in my local area) and if you value your health! One receptionist recently told me that getting an appt to see a Dr. is a "lottery" - and this means that your chances of success are extremely slim. I was left feeling shaky after this recent call. Simply saying 'sorry about that, the service is stretched' doesn't make up for the fact that people calling in to make appts are also 'stretched', as well as ill and with their own problems to deal with. The Meridian Surgery has signs everywhere saying that staff should be treated with respect. They should take a leaf out of their own book and treat the public with the respect they expect from us.

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Written by a patient

Getting an appointment is really difficult. If you do manage to get in to see the Doctors they are great. The only problem is if you need a follow on appointment with the same doctor then you can’t book one. So even if you manage to start off sorting a health problem you can’t see it through. There is one young lady on the phone that is really rude and needs training in handling difficult conversations. She seems fed up and comes across that you should not need a doctor even before she has asked what’s wrong. My husband tried to get an appointment for 4 weeks although he did only try about 4 times a week. They had no understanding of someone who suffers from anxiety, especially when it involves hospital or doctors, so to just make a call in takes a couple of days to mentally manage to do this. When he called he was spoken to by the stroppy young girl a couple of times who told him for 4 weeks it’s not an emergency call back. Eventually, I had to make the call, which took 3 days of trying to ring at 8:30 and 2:30 and he eventually got to see a nurse practitioner who prescribed items that sorted out his pain he had suffered with for a month, in two days. The doctors, nurses and HCA’s are great. The receptionists are good too but please sort out one of your phone staff who is making the appointment problem so much worse and it’s bad to start with.

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Written by a patient

Although it can be difficult to get appointments for non emergency matters I have been very pleased with the care I have received at Meridian Surgery. I have always felt that I am listened to, that I am involved in making decisions about treatment and that the doctors and nurses/HCAs really do want to do the best for you. With a shortage of gps and increased pressure from other local surgeries closing and more houses being built I think it's amazing that the staff here still go out of their way to take the time with each patient, I never feel rushed or like I shouldn't be bothering them. I find the online system works well for booking non urgent appointments and requesting repeat medication.

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