The Derby Road Practice

I’m carer for my 95yr old dad who is very hard of hearing. The lovely lady gave me all the information I need to use “contact my gp” online. Stress free, very easy option to use

Not sticking to booked appointments

No one will see me for an appointment, Doctor not fulfilling duty.

Never any problems

On several occasions recently I have needed to discuss a medical issue for myself or my teenage son. I understand that face-to-face appointments are not necessarily an option at the moment, but if a telephone consultation is appropriate then it still needs and actual appointment time. On recent occasions all I have received is a day on which somebody will call. This doesn't give adequate consideration for patient needs, including privacy concerns - it simply isn't acceptable to sit waiting all day for a call for myself or my son, but the alternative is to have to take a private medical call either in a public place, at work, or with people who you may not want to discuss such issues in front of, as there is no option to schedule the days plans around a known call time. When calling on behalf of a child it is equally unacceptable to have to cancel all their plans for the day, just to make sure that they are available for the call 'at some point'. Frankly it is disrespectful of both patient's time and need for privacy in medical matters. Telephone appointments need a specific time slot just the same as face-to-face appointments do.

I wanted to speak to a GP and described intense two day long headache that was NOT a migraine like I’ve had before. Was told by receptionist she would send me a leaflet about migraines!! Eventually got sent the online link and have waited all day but no call back whilst sitting here in agony. I’ve had normal painkillers two days straight with no effect

I have always found the surgery staff to be very efficient and good at their job, having many health issues they have always talked through a care plan with me and left me feeling positive. The only downside is not being able to book online appointments, but aside from that great service.

Calling the surgery is the first trial: An interminable, pointless announcement, then on being invited to choose an option, you are added to a "queue" that appears to use random numbers - "You are number 8 in the call queue" can suddenly become "You are number seventeen in the call queue"! The phone lines frequently cut off at random, forcing the patient to call innumerable times, and waste a huge amount of money on phone calls before - finally - getting through to an extremely rude and unhelpful receptionist, who seems to believe they are a Doctor.....

Attending the surgery is a dispiriting and frustrating experience - the automated "sign-in" screen seldom works, and Covid 19 means that they have about five seats in the Waiting Room. The "Doctors" seem to rely on "Doctor Google" to make their clinical assessments and decisions - they appear to have little interest in or understanding of their patient's condition. Patients appear to be an inconvenience. Patients are never seen by the same Doctor twice - there's never any continuity of care.

The repeat prescription system is unreliable, and access to it is flaky. Sometimes it fails to recognise your perfectly valid credentials. If I was able to change to a different practice, I would, but there's no availability elsewhere at present.

Feet and ankles swelling, was asked to send photographs which I did 6 weeks ago and still have not had a response.

Everyone has been incredibly supportive to my husband and I through a number of medical issues. We are made to feel important to them and we are treated with a great deal of respect.