Begg Practice St. John's Hill Surgery
one year ago CZ
Cemre Z. 2 years ago • From Google
Average
I have been a loyal patient at this practice for many years and previously received excellent care, which is why I have remained registered despite relocating away from the area. Unfortunately, the appointment booking system has become increasingly problematic over recent years. I recently discovered that the practice now operates a triage system where patients submit a form describing their needs, and appointments are assigned without the ability to select preferred times or dates. This approach is quite inconvenient, as I would prefer to choose my own appointment slots online. When I attempt to book through the online system, the earliest available slot is typically two weeks away. Recently, my situation was flagged as requiring urgent attention within the triage system, and I was told I would receive a same-day callback. However, the call came through only moments before I could answer, and the connection was lost. I then spent over an hour attempting to reach reception without success. I subsequently received a message indicating I would need to wait until the following day. When I contacted reception to explain the urgency of my circumstances, staff assured me they would call back, but this did not happen. I find this situation deeply frustrating, as I am experiencing significant discomfort, struggling to manage daily activities, and have been unable to speak with anyone who can help. After eight years as a patient, I feel we have reached a difficult juncture. I am grateful for the quality of care I received previously and hope the practice can return to the standard of service it once provided.
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
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