Too much reliance on the online technology.
I have been on the records at Derby Road for a number of years. The surgery and staff are generally friendly and decidated to helping the patients. What I have found, especially since Covid hit, is the over reliance on the use of messages on the telephone. On more than one occasion I have reached almost 5 minutes of listening to messages about what the surgery won't / don't and can't help with before getting to the options of the automated services. This is simply poor and unnecessary. Also, now everything seems directed toward the online service. It is taking away the human side of the patient relationship and while failing to recognise that older people are going to struggle with this service as they simply don't understand or don't like computers. It has been difficult, for a while, to get an appointment especially for non urgent but concerning health related matters. You have to phone on the day to get an appointment that same day but in the past I have tried to phone for a future appointment which was not possible. My father struggles with his surgery as part of this practice group due to the lack of face to face customer service, for which he relies due to issues with using modern technology and online services. He often comments that he feels the practise does not want to see patients, therefore he is slower in getting seen.