The Highlands Practice

I would give no stars if I could. Highlands use to be an amazing gp practice. But has gone so far down hill I think it's beyond repair to ever be a good surgery again. I received a text to say contact the surgery to book a blood test 1 hr on hold and still waiting. I hope to god I don't have something serious. >:(

I went to the surgery for a yearly for my annual diabetic review on 29 October 2022 at 1250 with Sue Newton. I booked a 30-minute diabetes appointment, which should involve an early morning urine sample, a non-fasting blood test, a diabetes foot check, blood pressure check, together with height and weight. The blood test was taken, and I passed over the urine sample. Regarding the other elements, Sue Newton said she could not do them and I would have to make another appointment. In my opinion, today has been a complete waste of a visit. On being told by the Receptionist the only date available was in November, I asked for an earlier date as I was not available in November. She then gave me 19 October at 1300 with Emily Nelson. I assume on this date, another blood test will be taken and another urine sample will have to be given. In my opinion this is not preventative medicine as the Diabetic Clinic should be, but is crisis management that the surgery is running on. In my opinion this surgery is not performing to any NHS standard.

Staggering, I work 8 until 4.30 everyday. I never usually need to go to the doctor as I'm in my 30's. The one time I phone to get something checked out is after work I am greeted with a recorded message saying they do not tolerate abusive behaviour towards staff and patients, already wondering why they feel the need to record this. I now realise why. I wasn't looking for an immediate booking or anything like that and would quite happily have taken an appointment for 2 or 3 weeks time. I was on hold for 30 minutes only to be l told I'd need to phone back at 8 on the morning. Not possible for me as I work at 8. Why oh why can't I just book and appointment when I need one. Is that unreasonable? It's crazy. Highlands Practice you need to look at yourselves before blaming others and sort this crazy system out. We aren't all retired and able to phone at 8 in the morning just to book an appointment. Even if I were retired this whole booking system is mad. Honestly this countries public health system need a serious rejig and some funding and decent systems thrown at it. This is unacceptable. Would almost be easier to just go to a&e but this isn't what it's there for. How are we all still putting up with this?!

Having been invited by text to make a blood pressure and cardiovascular review appointment online the earliest appointment is for January 2023 for a blood test which I have to have before I can have the review appointment. This should be done yearly but I haven’t been seen since 2019…. Shocking, disgusting, disappointing. Apparently there are still covid restrictions.. I wonder what the restrictions are as I thought they had been lifted…. Let’s hope I don’t die before January 2023

Having seen the recent reviews I was wary about calling yesterday morning, but seeing as I have a poorly baby it was unavoidable.
When I phoned at 8am I was immediately placed in a queue of 18, and the auto message was saying that they were only accepting urgent appointments. I waited and the queue went down quickly.
When I explained why I was calling to the receptionist she was extrememly understanding and patient, and said I would recieve a call back from an appropriate staff member.
Within an hour I was called back by a doctor, who again was patient, understanding and friendly, and put my mind at rest.

Phoned at0800 to be told system was in overload, phoned back 7 times before I could join a queue of 29 at 0907. At 0947 l was still only 11th in queue!! Despite being informed appointments could be made by phone or visiting surgery 0800-1800 3 visits to surgery 3 seperrate days phoneing before 1200 I am still without an appointment.

Called in at the highlands today at 8.30 to try to make a Dr’s appointment, explained to receptionist my concerns (not trivial) and was told I would have to phone 111 or go to gosport war manorial or st. Mary’s hospital Portsmouth, as only urgent cases could be seen due to strep A / scarlet fever, although I understand that this affects children mostly and is prevalent at this time, so therefore should take priority and be the most urgent concern, I was disappointed to be told by a receptionist that my concerns were not urgent. as it happens I am able to make the trip to one of the hospitals but there are a lot of people around my age (75) and older that can not and therefore need a local Surgery they can rely on. This is not the first incident that has happened to me over the past couple of years, unacceptable.

Incompetence doesn't describe the staff at this practice.
Get told so many times they are "busy" but when I have to continually chase routine stuff. On my last phone call to chase up test results, where apparently I need to call someone else but couldn't tell me who, I suggested that if they did their jobs correctly the first time round they might not be so busy, the receptionist called me "rude" all the while explaining that they don't have my test results but also don't know who I need to contact! This is not the first incident of this kind and it has happened to many people I know at this practice.
I hold to my statement that if the staff did their job correctly first time then many of their problems would be resolved and they might actually be able to see patients. Instead they are so busy making excuses that they are totally unwilling to consider that their processes need to be reviewed. I am looking for another GP but it's difficult when other GPs are not taking new patients.
If you're looking for a new GP don't bother here, you're more likely to be left to rot before they bother to do their jobs.