Pilgrims Way Surgery

Inconsistent levels of care and understanding. It depends who you speak with as to the response. Previous nurse care has been very good and understanding. Trying to speak with a doctor is challenging.

Currently there is a note on the clinical system that I need to speak with a doctor after a recent test. Response, I can either try calling at 8am for a lottery booking or can book an appointment in over 3 weeks time. Very disappointing.

Worst surgery.1 star is one too many. It’s impossible to get an appointment and when you do you are assigned practitioner (e.g. Natalie) who is not a qualified Dr who lacked any kind of empathy in their handling of me. Pilgrim Way should try to remember it does not cost a penny to be kind, it might be a business to them but to us this is our health and well being.

Still are having to go on telephone appointments and then they will call you in if needed. My 6 month old daughter came up in a rash last Tuesday they issued medication over the phone by looking at pictures through there link. The rash has now severely spread. I’ve just called the surgery at 18.26 as they don’t shut until 18.30 it started ringing and then they cut the line dead and when I re called the line said the surgery was shut. There is no hood Que when you ring in the morning for an appointment. Last Tuesday I called 113 times before I finally got through to the reception team and I couldn’t even have an appointment with a doctor I had to have one with there paramedic that works there. Call 111 guys if you need an appointment and it’s out of hours and they will ask the doctor to call you the next morning.

The automated message says to call the POD service (and gives number) for repeat prescriptions. This number is out of service. So issue number one is they are giving false information and people who need medication will try and call a dead line.

Issue 2: Once you get through to the ringing stage, the phone will ring for 5-10minutes and you're lucky if you get an answer. The reception area is small and it should always be manned so why is someone sitting there listening to a phone ring? Lazy and rude receptionists that need firing. Many are young so this is their first job, wont help them get any better. If they aren't rude, they are pretty dumb and can't get information right and you have to keep repeating yourself over and over again so they dont mess anything up.

3rd issue: the 8am rat race is unacceptable. We are not in 2020 anymore, we dont need to reduce the numbers of people in places, especially hospitals so why is this surgery still doing it?

The manager promised changes back in 2021, no need to lie to patients, we know nothing is going to change any time soon, lying makes you look incompetent and ignorant.

Honestly, this GP practice was one of the best and I felt really lucky to have found it when I first moved here. Now I'm eager to get out of it when I find a decent one.

So I was messaged by the surgery to
"Please book a routine telephone appointment with a doctor to discuss your referral"

So far it's taken 3 days, approximately 120 attempted phone calls to get through. Get through by about 08:30 and be told we have no appointments left call again tomorrow...

I have no expectations that tomorrow will be any different from the last three days.
It doesn't take a genius to figure out why A&E is so overwhelmed

Improved services review at the end…

Recap: They seldom pick up the phone if at all. It takes time to get used to the app. Most of the appointment questions are leading you towards calling emergency services it seems. It feels almost they don't want to see you. And when you do get a call for an appointment, the doctor is rushed. It's almost as if its such a bother to talk. One of the nurses took out blood samples without wearing gloves and using alcohol swab on the puncture site.

Suggestions:

If you are overburdened with work and can't be on the phone all the time then atleast give us a time where you guys are reachable. Alternatively introduce live chat or an email address.

Keep your eyes open for those workers who are not adherent to infection prevention protocols. You don't need to be a healthcare worker to know that you are doing something grossly wrong.

Update Nov’2022:
I needed urgent appointments for my younger ones but they couldnt come in. The receptionist were amazing in helping out. They did their best to reach out to us. Sending links to upload pictures etc. The doctor called back timely and gave us full time to understand and explain. The receptionist picked up the phone fairly quickly as well. I hope they continue to do better. Good work guys. The community needs you.

Hint to others: appointment bookings open on the website at 9am i believe.

They removed my name from their register and told me the address in not in their catchment area. I have still not gotten a review of the scan I did with them for proper medical advise. They don’t pick up their calls on time

I had an appointment with a doctor about an infected nail at PWS, but she seemed to be in a rush by only looking at me for around 4 minutes without analysing well, instantly just prescribing antibiotics. These were completely ineffective, and the infection got much worse, so I had to go to hospital for a nail removal and cutting my finger. This is going to effect my daily life for weeks, which wouldn't have been the case if she was thorough and patient.