Wake Green Surgery

I left the practice because they were so hard to communicate with. I got used to them regularly failing to act on email prescription requests, and would typically have to go in person to the surgery to sort things out. I did get an appointment with a Physician Associate about my eczema. She told me the Dermatology Department had long waiting lists so she would just seek advice from them and with luck they might want to se me. I asked around and found other dermatology departments had much shorter waiting lists and phoned to ask if I could be referred there instead. The switchboard staff said they would pass teh message on to the secretaries. I phoned each day that week - no information. I had such serious symptoms that I phoned 111 and got a telephone appointment with Wake Green. I checked with the receptionist after several hours had elapsed as to whether a call was booked - yes it was. And they advised me to raise the issue of a referreal to another hospital with the GP. When he did phone, he dealt with my original concern by advising me to book blood tests with the nurse. Concerning a referral elsewhere he was adamant that I should stick with UHB as a request for advice had already been sent; we might as well wait and see what they had to say, and could deal with it when I gotmy blood results; a referral would take 2 weeks in any case. I was so angry that he was so indifferent to finding me an appointment where I would be seen quickly that I decided to change practices. Over a week later, I got a notification dated 31 May (5 days/3 working days after this phone consultation) that I had been referred to the dermatology department that I had requested. If Wake Green only had the means to communicate with me when I tried to communicate with them things might have gone a lot better. As it is, I've moved to a practice which does keep in touch with me, which actualy seems to care that I should have good and timely care. People do get used to poor service, and I certainly had.

They are very dismissive and not interested in listing and resolving your issues.

During Covid impossible to get a phone appointment. It has improved now.

I don’t have any complains but they are not offering any face to face appointments. They are only offering only telephone appointments.

Automatic check in screen was not working, however nurse was very good and helpful.

GPs have gone into their bunkers and are not available for face-to-face consultation.

The telephone system is not fit for purpose, hold on for 35 mins and get cut off.

The appointment scheme is by phone everyday at 08.30. If we ring at exactly 8.30am there is always a message saying you are 5th, 10th or even 15th in the queue! the other day I was 15th in the queue and I waited at first patiently, then getting annoyed when after half an hour I was still only halfway to being answered. After another half an hour I was at last 1st in the queue, but then the line cleared down and cut off!. Can you imagine how I felt? I did ring again only to get the message, "There is a queue, you are 15th in the queue......" They need to sort this out, its been like this for ages and they just say they are aware of the problem with the phone system.

Individually the doctors are good but the management of the service is poor. Through them, I had my first Pfizer vaccination 14 Jan. By day 83 I'd heard nothing about a second vaccination date so rang them. They said someone would ring back that afternoon but nobody did so I rang next day only to be told they had no vaccination appointments for second dose, didn't know when they would have any and didn't know where I could get one. I tried the CCG and got the same response. NHS England could only book Astra Zeneca appointments. In desperation, I e-mailed the QE who immediately got back to me and gave me an appointment for the following Monday. If I had not thought to do this I would remain without a second dose. I wonder how many others are in the same situation. Surely my GP surgery should have known where to direct me for this second vaccination?

Generally very good when you can get through or manage to book an appointment. Recurring medication orders are an issue as they do not turn up at the pharmacy without chasing.