Linthorpe Surgery
A
Anonymouse yesterday
Average
The surgery has become increasingly inaccessible and frustrating to engage with over the last 12 months. It is a constant battle to secure an appointment and arrange GP-recommended follow-ups. The e-Consult system frequently states that symptoms require a phone call, meaning the request cannot be progressed—even after you have spent a considerable amount of time filling it in. Now, patients have to contend with "Emma", the virtual assistant. I am English and do not have a strong accent, yet she always tries to speak to me in a different language. Today, we spoke in a mixture of Spanish and minimal English, forcing me to end the call and start again. She regularly documents numbers incorrectly, misunderstands who is calling for whom, and crucially, fails to accurately record the reason for contact. I have elderly relatives who are becoming increasingly distressed because they simply cannot access their GP surgery anymore. Two weeks ago, a GP requested a blood test for my parent, who was then added to a queue to be invited for an appointment; the invitation never arrived. Upon calling, we were told it would be another month's wait to have the bloods done. Nothing happens in a timely manner here. While other surgeries have bounced back since the pandemic, this one is the talk of the town for how poorly organised it is. When you mention to people that Linthorpe Surgery is your practice, even local medical professionals say “Emma” and laugh because of how ridiculous the service has become. By contrast, my own GP practice is busy, great to interact with, and prompt at providing assessments and support. A great service is entirely possible—just sadly not at Linthorpe Surgery. I hope they review their organisation and find a suitable, sensible way forward.
James W.