OHP - Harlequin Surgery

The surgery has agreed that the online system does not work to get a medication review, then why when you call do they say you should do it online. It's taken a formal complaint to get a response from the practice and currently discussing the surgery changing their systems. Not everyone can use computers and third party online systems. A clear process / form that can be handed over at the reception and having actioned.

It's disgusting for the elderly, expecting you to go online to do it and they can't do it. The whole thing is off putting. The messages on the phone lines too. They're not thinking of the elderly at all.

Don't use them much but the doctors are okay. I have been with them since I was young. It's okay when ordering medication.

There is a lack of continuity of care due to the lack of choice around which doctor you see. The booking system is also no good, everything is geared up for tech savvy people not the elderly. They need to promote the different options and not push exclusively using digital services. I feel that the complaints procedure should also be clearly available to patients. Certain doctors also need to be more compassionate and take more of an interest. They don't communicate properly and should be telling patients everything they need to know.

They send text messages in general and had sent us a message about the well woman event. They're generally good to get in contact with them, just send them texts.

They're okay in general, they're fine. Difficult to get appointments, try not to go there and get appointments over the phone.

Useless! Can't get in, always ask to do a triage form and by the time they get back to you, you're better.

GP called and said I should eat healthy and exercise in response to my scan results, but couldn't tell me about the scan as he hadn't physically seen it just said he could give that advice, and upped my cholesterol tablets.

No issues with the GP, they need to work on their medical system itself. They did refer me onto gynaecology and that as fine, just more work on the online system is needed.

The receptionists are unhelpful, they refused to check me in for an appointment and said I had to use the self check in, they escorted me to do this. I explained I couldn't use it, but I didn't want too. They did not listen. I don't agree with the self service machines, they are inaccessible for people who have poor digital literacy, and limited cognitive ability.
It is not clear which profession you are speaking too, the staff do not always introduce themselves or their role. The pharmacist does not listen and the priority seems to be changing medication rather than understanding the person.