Begg Practice St. John's Hill Surgery

Thank you for bringing this to our attention, and we sincerely apologise for the inconvenience you experienced. We have discussed this matter with our reception team and implemented measures to help prevent it from happening again in the future. Additionally, our telephone system includes a queue-busting ring-back feature, allowing patients to receive a call back instead of waiting for a long time for a receptionist to answer. We have also provided further training to our team to minimise the likelihood of similar incidents moving forward. Kind regards, Dr S Begg

Dear Saad, Thank you for taking the time to provide your feedback. We are concerned to hear about your experience, as it does not reflect the high standard of care we strive to provide. We take all feedback seriously and would like to look into the issues you've raised. However, we have not been able to identify any medical records of a patient registered at our surgery associated with your name, as per the details provided. To help us better understand and address your concerns, we invite you to contact our practice manager directly at [email protected]. This will also allow us to maintain confidentiality and discuss your specific circumstances more privately. We have actively tried to ensure our receptionist and GP do not have the attitude of 'computer says no'. I have taken time to explain this to the reception team. Hence we are committed to improving our service and your feedback is invaluable in this process. If you could spend a few moments and send details of when this occured to [email protected]. My Practice Manger can take this matter forward. Thank you in advance for your time in this matter. Regards Dr S Begg GP Partner

Dear Kristina, Firstly, I’d like to sincerely apologise for the delay in responding and, more importantly, for the experience you’ve described. I completely understand how worrying and frustrating it is to be left without the medication you rely on, and I’m really sorry we didn’t get things right at that time. Since that period, we’ve made a number of key changes to improve the way we manage medication reviews and repeat prescriptions. One of the biggest improvements is the introduction of a dedicated in-house pharmacy team. Their core focus is safe and timely prescribing, and they’re now able to support patients much more efficiently, even during periods of staff absence or unexpected demand. Our wider clinical team has also grown, which means we’ve been able to increase appointment availability and reduce delays, particularly around medication queries and reviews. Patient safety is always our top priority, and that includes making sure no one is left without vital medication. If you’re open to it, I’d be really happy to meet with you in person to show you the changes we’ve made since your review and talk through how we can better support you moving forward. Just contact the surgery and ask for the Practice Manager we’ll find a time that works. Thank you again for your feedback. It really does help us improve. Warm regards, Hassan Miah Practice Manager

Dear Angela, Thank you so much for your lovely words. It truly means a lot to the whole team when patients take the time to share this kind of feedback. We also appreciate the shoutout to Margaret and the rest of the team. Creating a welcoming, supportive environment is something we’re all passionate about, and it’s wonderful to know that it’s felt. Looking forward to welcoming you again soon. Warm regards, Hassan Practice Manager

Dear Diana, Thank you so much for your kind words. We're really glad to hear that Dr Begg was able to help you so promptly and that you felt supported when you needed it most. Same day care is something we’ve been working hard to improve, so it’s great to know it made a difference. Wishing you a smooth and speedy recovery, and thank you again for taking the time to leave such a positive review it means a lot to the team. Best wishes, Hassan Practice Manager

Dear Cemre, Thank you for your honest and heartfelt feedback. I’m genuinely sorry to hear about your recent experience, especially after being a loyal patient for so many years. That’s not the level of care we aim to provide, and I can understand how frustrating and distressing this must have felt, particularly when you're unwell and trying to get help. Since I joined the practice, I've been focused on making real, positive changes to improve access and the overall patient experience. We’ve introduced a wider range of appointment options including same day, 3-day, 7-day, and up to 4 weeks ahead, so patients have more flexibility to plan or be seen urgently. We’ve also grown our clinical team with more GPs, nurses, and healthcare assistants, and expanded the number of consultation rooms to meet demand. That means we’re now offering more face-to-face appointments than ever before. Our collaboration with the local neighbourhood network is also helping us build a more resilient and responsive service. Patient feedback like yours plays a huge role in shaping how we move forward. It's important to me that our patients feel heard, respected, and cared for, not just clinically, but through every point of contact. I also care deeply about our staff's wellbeing, because a supported team delivers better, safer care. If you're open to it, I’d be more than happy to meet in person and show you the changes we've made and the ones still to come. Whether you've left or are thinking about returning, the door is always open. Warm regards, Hassan Practice Manager