Charles Road Surgery

5 times you have to call to get through. Did get an appointment in the end but have to call so many times before they answer. They are good when I do get through and see them.

Really good. Lots of tests and medical checks. Dr sent me urgently to hospital. Called the hospital to be admitted, didn't have to go to the A&E.

5 times you had to call to get through, did get an appointment in the end. But can call so many times before they answer. They are good when I do get through and see them.

Very time consuming activity to get an appointment but GP is good and helpful.

Total shambles, no appointments even when you have been calling from 8am. Told to contact Livi if need to see a doctor. Older people who have no mobile or computer cannot cope with this, so are caught in a a catch 22 situation of trying to call the surgery every day. Why can't receptionist triage the patients on the phone properly so people can get answers. I worked in NHS for 23 years on reception/secretarial I would never leave patients without an explanation or solution to their problem even if I had to ring them back once I had relevant information. None of this happens now. Communication is key to providing a worthwhile service to the community. Plus simple things, like blood tests, urine samples. Plus obtaining contraception and medication for urine infections obtained through the pharmacist, after all they can give flu jabs. Use them to your advantage. We know there are gp shortages in the NHS, but you really need to work more efficiently.

Lack of appointments and contact with the GP since COVID19 started.

Rude receptionist

Receptionists are rude and unhelpful. Most patients cannot speak English fluently and I have had my dad say many times that they are speaking in a rude manner to him. The doctors are reluctant to see patients. Will ask the patients to stand at a distant to show their wound. How is that assessing them?

All staff are always helpful especially doctors who always listen and help in every way they can and explain in detail. Majority of times I have called I always get an appointment.

Not sure if staff are trained or if they apprentices and dont nw what customer orientated approach is, but they all high just because they wear an NHS badge. Staff failing to identify themselves on call, dont relay information to dr, tell you to purchase medicine when I have had a letter from consultant saying get your dr to prescribe med not to destabilise a young lady thus preventing a relapse and her being sectioned - they just playing about with peoples health they really dont care! The strategy they use is to pass u from pillar to post hoping you give up and become complacent and accept a poor service, cant make a complaint as it's not upheld no practice manager- when I wanted to complain and leave my details so practice manager could call me so I could highlight the issues I was told there is no memo so she couldnt provide that help and she couldnt give me her email address. This was in a lockdown thus forcing me to leave the issue. Drs dont wnat to address the problems and will tell you that what your saying is not a serious issue I have my own children and if I am seen 45minutes late when helping someone else for their appointment then it creates a problem for me. If i came 45 min for an appointment would I be seen?nope so why am I consistently being seen late? Horrendous.