Redlands Primary Care

Management poor; medical care good

Getting to see a doctor can be a difficult and protracted process but once there, the care is what one expects. Who the doctors are is a mystery as no names are displayed and they are behind key-padded doors. The organisation leaves a lot to be desired. Before the merger of two practices (2020?), we had an excellent one and a less satisfactory one. Following the merger, the organisation has followed the poorer practice and now it is less personal, can take a long time to get an appointment, you can be put on an open-ended waiting list, paperwork can take weeks to be dealt with. Getting in touch is well nigh impossible unless you turn up in person, when there is an inevitable queue. Phoning for an appointment can take literally hours; if sent a text you cannot respond; if 'triaged' (not a satisfactory process), you can be left waiting ages for a call. The apparent reliance on digital processes is bewildering and leaves one feeling sidelined. There are people (including friends in the medical profession) who are less than satisfied with this practice and given the choice, would go elsewhere. Over many years, I have been a patient at several practices and this is by far the worst managed. Friends in other parts of the country have a much better experience, so why can't more (including this one) be better than they are? Are they unable to learn from others' good practice? I regret I have little confidence that should I need them for something serious, they could be relied on.