Green Street Clinic

Since the surgeries merged into the Victoria medical centre it is impossible to get a doctors appointment. The phone lines are always full or You are on hold for over an hour despite calling as soon as lines open on the day. I am told I cannot book a doctors appointment in advance and must call on the day only but the phone lines are busy and when you do get through the appointments for the day are full. I am still told in person appointments aren’t possible despite all Covid restrictions having been lifted. I have been put down for phone calls appointments from a doctor with no time frame for when to expect the call which I have either never received or the doctor has called just once and I’ve just missed it and called straight back to reception to be told the doctor did try. It isn’t good enough. My three year old had an ear infection and I waited all day to hear from a doctor with no call back, every time I called to chase they said I would be called. At 6pm having not spoken to a doctor I chose to take my child to the surgery at closing time where they managed to get the emergency doctor to look at her and confirm she did need antibiotics. The booking system and phone lines is not working. The complaints procedure on the website does not give you an email to contact abs just says to print and hand in the form, despite being told we are not meant to come to the surgery.

When I called (luckily for a non urgent appointment) I was no 2 in the queue. I waited half an hour and was then informed I was no 1 in the queue. I waited another hour!! This is crazyyyy and completely unacceptable. I ended up going to the surgery to get the information I needed. God forbid being ill and needing the services more urgently.

This doctor surgery was always amazing, able to get an appointment, doctors would phone back with test results etc! However since merging (and I know it’s a new system) I haven’t been able to get an appointment for two weeks. Being told to use the engage app which I did and this was still ignored! What makes it worse is this is for my daughter and I’m completely at a loss as to what to do as the receptionists are unable to help either. When I did eventually get through after 40 minutes the receptionist said that’s a relatively good amount of time to wait (on a Friday afternoon) which is awful when you think of the amount of elderly people there are.

I am so very grateful to be with the GP Practice. Dr Hawkins is marvellous, however, so are all the other GP's there. Everyone is so helpful from the lovely receptionist's, that take the time to help and listen, to the office and Nursing Staff. I always feel that I am a person and always grateful for their care.

Sent me for an x Ray because my previous doctor might have wrongly diagnosed my problem.