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  1. #1
    Join Date
    Jul 2009
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    St Marks Medical Practice - what is going on?

    I joined the telephone queue at 0830 this morning at position#43. At 1045 I reached #1 and ten minutes later a recorded voice announced that “your call cannot be connected” …

    SMMP does not allow appointments to be made online via the Patient Access app and the generic linked NHS online system makes it clear that an appointment cannot be made on behalf of a spouse (this situation)

    Walk in visits cannot be made so just how does one contact this practice - should I write a letter?

    Can my complaint be escalated to a higher authority?





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  3. #2
    Join Date
    Jan 2004
    Location
    Southport, LANCASHIRE
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    217
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    Quote Originally Posted by Kritou View Post
    I joined the telephone queue at 0830 this morning at position#43. At 1045 I reached #1 and ten minutes later a recorded voice announced that “your call cannot be connected” …

    SMMP does not allow appointments to be made online via the Patient Access app and the generic linked NHS online system makes it clear that an appointment cannot be made on behalf of a spouse (this situation)

    Walk in visits cannot be made so just how does one contact this practice - should I write a letter?

    Can my complaint be escalated to a higher authority?
    I rang them yesterday at 8am and was position 26 in the queue. I got through about 08:15, the GP rang me at about 10:30 and saw me for a face to face appointment later in the day.

    Whenever I've rung at 08:00, I've always got at least a telephone appointment the same day.

    While I don't agree with the system of having to ring at 8am, that's the current system. may I suggest you try earlier?

  4. #3
    Join Date
    May 2019
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    401
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    It’s scandalous what’s happening (or not happening) at doctors surgeries, these very doctors who are being so elusive and not seeing people face to face will all be going to the hairdressers, supermarkets, dentists etc yet we can’t see them.

    GP’s opening their doors to the public should have been one of the major signs that things are returning to some sort of normal, not nail bars, tattoo parlours and beauty saloons.

  5. Likes Starling, K-T liked this post
  6. #4
    Join Date
    Feb 2018
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    Quote Originally Posted by Kritou View Post
    I joined the telephone queue at 0830 this morning at position#43. At 1045 I reached #1 and ten minutes later a recorded voice announced that “your call cannot be connected” …

    SMMP does not allow appointments to be made online via the Patient Access app and the generic linked NHS online system makes it clear that an appointment cannot be made on behalf of a spouse (this situation)

    Walk in visits cannot be made so just how does one contact this practice - should I write a letter?

    Can my complaint be escalated to a higher authority?

    I did manage to get through once and spoke to a Doctor on the phone who asked me why I had not been taking the essential pills I should be taking every day. I had not done so because the pills made me feel worse - not better. He prescribed some different pills, and told me to get back in touch immediately if they produced bad side effects, which they did. I tried three times to get back in touch with no luck - so I have given up both on the pills and with the Practice.

  7. #5
    Join Date
    Jul 2009
    Posts
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    Well, our mileages certainly differ! Phoning at exactly 8am has always meant a long long wait and never an appointment on the day. Indeed on the advice of the staff, and pre-pandemic, I have usually joined the queue outside the door by 07:15

    I still maintain that the practice’s booking system is not, in the main, fit for use

  8. #6
    Join Date
    Sep 2011
    Location
    'Manchester Hills'
    Posts
    15,740
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    Service is not back to normal.

    Staff are vaccinating the population in local clinics.

    There is still a risk of passing on the virus.

    https://www.theguardian.com/theobser...-pass-covid-on

    Extra staff hours are needed to clean areas used between patients.

  9. #7
    Join Date
    Jun 2015
    Posts
    3,774
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    My other half is unable to do anything for herself we get a letter from St Marks "The doctor requires a further blood test please ring and make an appointment" so I rang after receiving the letter towards lunchtime.

    YOU HAVE TO PHONE AT 08-00 , but the doctor wants another blood test DOESN'T MATTER YOU HAVE TO RING AT 08-00.

    1st attempt, 49 in the queue hung up.

    2nd attempt, following day , 48 in the queue hung up.

    3rd attempt following day, 24 in the queue hung on 20 mins later "your call cannot be taken at the moment line went dead.

    I suggest they send someone down to the bowels of the former church and see if they are all hiding in a cupboard in the crypt.

    We have had numerous district nurses, ambulance personnel and even an on-call GP via 111 visit us but the very people who are our first point of contact are worse than useless. Am in process of transferring to a less greedy practice who haven't got anything like half the patients.
    Plus the doctors seem to come and go on a weekly basis and continuity is a pipe dream.

    I used to go to Ted Thomas the Vet in Church St with our dogs I'm sure he would've been a better option than this cowboy outfit had he still been alive.

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  11. #8
    Join Date
    Jan 2004
    Location
    Southport, LANCASHIRE
    Posts
    217
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    Quote Originally Posted by Kritou View Post
    Well, our mileages certainly differ! Phoning at exactly 8am has always meant a long long wait and never an appointment on the day. Indeed on the advice of the staff, and pre-pandemic, I have usually joined the queue outside the door by 07:15

    I still maintain that the practice’s booking system is not, in the main, fit for use
    Maybe I've just been lucky when I've rung. I agree that the booking system could be improved upon.

  12. #9
    Join Date
    Jan 2005
    Posts
    12,650
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    Left years ago, the people who can't run an appointment system I didn't want in control of my health.

  13. Likes semah, K-T liked this post
  14. #10
    Join Date
    Sep 2019
    Location
    Blowick
    Posts
    649
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    We use Curzon Medical,and waited in today for a phone call from the nurse,and was told the call could have been anytime from 08.00am to 18.30pm,received a call at 14.10pm,and I now have a follow up appointment to see the doctor on Monday afternoon,the surgery has been great for my wife,who is recovering from stem cell procedure,and has seen either a doctor or nurse when needed..The surgery has recently been refurbished,more reception staff employed now,as they have now got the patients from the doctors surgery on Roe Lane,and them being transferred to the Curzon..We have been using this practise for about 10 years,and find then friendly and will do their best to get a doctor for their patients..Heard many bad reports about St Marks and is a place I would'nt have wanted to have gone.

  15. #11
    Join Date
    Jul 2007
    Location
    Southport
    Posts
    471
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    Never mind St Marks

    If you are unfortunate enough to go to the doctor's at Lincoln Rd in Birkdale. Expect to find yourself hammering on the door and not being seen. The amount of times I've walked past there and seen people standing outside or looking through the windows of the doors is unbelievable.

    At my doctor's, The Grange in York Rd, you walk round the back, press the bell, someone answers and they let you in. You're even allowed to sit in the waiting room until you are called.

  16. #12
    Join Date
    Feb 2006
    Posts
    563
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    CUMBERLAND HOUSE surgery Scarisbrick New Road. I enjoy the phone consultation with the doctor. He phone me back with my results. Thought it was better than a face to face consultation. Very happy with their service.


    I believe that the doctors are paid for every patient on their list.
    As a landlord, foreign tenants go back to their own country and don't inform the doctors to take them off their list. I have inform the surgery when appointments come, by post, for departed tenants.

  17. #13
    Join Date
    Jan 2018
    Posts
    571
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    I received a text message from St Marks at 13:30 this afternoon asking me to contact them to arrange a telephone consultation to discuss a blood test result from last Tuesday.
    I initially tried the option #1 that was suggested, but after several questions and being put on hold for a few minutes, I was told that there were no suitable appointments (?) available, and to contact the receptionist. I tried this a couple of times only to be kept on hold and bombarded with recorded messages and music for the duration. This was at 14:30. I then tried to arrange a telephone consultation via e-consult, but after wading through several questions about my lifestyle etc, I was given a possible date between now and next Thursday evening. I later noticed a caveat saying that the surgery was closed between Thursday lunchtime (today) until next Tuesday morning !

    Is it any wonder more and more people are turning up at A&E when a GP surgery is closed for four and a half days ? The whole system is a shambles.

  18. #14
    Join Date
    Jan 2005
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    Quote Originally Posted by said View Post
    I did manage to get through once and spoke to a Doctor on the phone who asked me why I had not been taking the essential pills I should be taking every day. I had not done so because the pills made me feel worse - not better. He prescribed some different pills, and told me to get back in touch immediately if they produced bad side effects, which they did. I tried three times to get back in touch with no luck - so I have given up both on the pills and with the Practice.


    Oh Prof you haven't got your thinking cap on again, what happened to your famous immune system?

    Surely you don't need anything.

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  20. #15
    Join Date
    Jan 2005
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    Wink

    Quote Originally Posted by Blackrock View Post
    I received a text message from St Marks at 13:30 this afternoon asking me to contact them to arrange a telephone consultation to discuss a blood test result from last Tuesday.
    I initially tried the option #1 that was suggested, but after several questions and being put on hold for a few minutes, I was told that there were no suitable appointments (?) available, and to contact the receptionist. I tried this a couple of times only to be kept on hold and bombarded with recorded messages and music for the duration. This was at 14:30. I then tried to arrange a telephone consultation via e-consult, but after wading through several questions about my lifestyle etc, I was given a possible date between now and next Thursday evening. I later noticed a caveat saying that the surgery was closed between Thursday lunchtime (today) until next Tuesday morning !

    Is it any wonder more and more people are turning up at A&E when a GP surgery is closed for four and a half days ? The whole system is a shambles.
    Good job your not ill, how would you cope.

  21. Likes SteveandLois liked this post
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