Sarum House Surgery

I wrote the below review sometime ago and rated Sarum House three stars. A Mr Ceri Chaplin, the Practice Manager, was kind enough to reply. He stated that a new system was being put in place hoping it would make a big difference. Glad to report that it has. At peak times (say Monday) it can still take some time but it hasn't been engaged for ages and they now have a system where you are told where you are in the line. So big improvement and now 4 stars. Thank you Sarum House.Firstly I want to say that all the doctors (actually there is one with a terrible bedside manner) are lovely and work so hard. Here are the problems:i) It can take up to fifty phone calls to get through. Likewise prescription. Always engaged. They will probably say they don't have the funding but clearly such a system is broken. This needs fixing. I'm just on hold at the moment. Took 20 calls to get through and now on hold for five mins. I got through in ten and the receptionist was lovely and apologised to me for waiting so long. She was also very courteous and professional. So a mixed bag.ii) I read one of the reviews that the reception team are rude. Not always as evidenced above but earlier today I spoke to a receptionist who was very rude. I had a very simple request and that was to get a message Dr Watts. Just a message. She wouldn't do it. Or at east I don't think she did. (If she did massive apology.) On Tuesday my heart stopped and the ambulance crew injected adrenalin in to it. I was then in A&E for six hours followed by 24 hours observation. I think that qualifies as an emergency but she sounded like she didn't give a damn. Its pretty terrifying having your heart stop. Dr Watt's knows my history and back story and I need an urgent change of medication. The person who called the ambulance was my neighbour. He saved my life. He tried calling Sarum House first as I was in a dreadful state and he didn't know what to do. Surprise it was constantly engaged so he tried 111 and they advised to call 999 and get me to hospital.iii) The receptionists won't tell me if I have the right e-mail for Dr Watts. He gave it to me and it has an NHS.co.uk at the end. I presume it is the right e-mail but its frustrating not knowing if he checks it. I haven't had a reply.So to conclude I think three stars a fair reflection. The doctors are highly skilled and profession but, like any practice, some staff are overworked, tired and maybe a bit ratty. Also the line contantly being engaged and then getting through after 50 calls which are engaged to then be put on hold for twenty minutes, even if its an emergency, poor.

This WAS a totally negative review but I have had cause to totally reconsider.They have been wonderful the last two or so years.Happy to change my review. Thank you Sarum House.(Unfortunately, the one problem still very much remains but I can avoid having any contact with this one particular element.)EDIT: They have really upped their game. I spoke to a GP this morning who was literally wonderful.NO IDEA HOW BUT...they have managed to become super efficient with my prescriptions after many months of angst. I have no reason to complain re. that particular aspect any more,credit where it's due. The people they have manning the phones are polite,and friendly. I only have to wait 10 mins max for the phone to be answered and it's a pleasure to actually get through as the operators are so far,ALL lovely.Thank you.

I am absaloutly shocked at the way the new appointment set up is handled it is a week or more before you can get an appointment when or if you are lucky to get one it is miles away from your home adress at a surgery you have never used before, in most cases the symptoms may have already gone by the time your appointment has arrived, also having to describe your symptoms to a receptionist on a phone whom has no medical training as a doctor or nurse and who decides if you are worthy of an appointment is disgracefull, there is no email on your description to contact nor is the website attached to your online description anything to do with your surgery at all after asking the lady on the phone what do i do if I need to see a doctor ASAP for my son an myself baring in mind she u as no appointments available till next Monday, then if it was a real emergency they can fit you in, so what exactly is an emergency to your receptionists? Is it now the case that I should just go straight to a an e to see what is going on with myself an my boy or wait a week for an appointment by which time he may be well again,,, what happened to confidentiality and what if some patients are genuinely unable to wait a week but are not a life threating emergency,? This system is unbelievable

Awful, just awfulWaiting in the waiting room for 2 hours with a newborn baby. Reception staff rude and un caring. Have phoned 24 times this morning since 8am. It's now 11.15 just got through and no appointments left.

Ever friendly and ever helpful staff, all of them. They're approachable and efficient, yet give advice in a informal way, and with a sense of humour when appropriate. Hard to imagine how it could be much better. Sort of people you'd like to meet after work for a beer or coffee. N

After such a long time of turmoil, today I received exemplary service from the duty doctor at Sarum House. Rang up for an appointment at 8, fourth in the queue, fourth to be called, all done and dusted by 8:30am. It may not be the norm, but if more appointments become like today's, and like every consultation I had in Gloucester for many years, then things are on the up. Well done to the team today.

Poor service all round. The nurse didn't call me but wrote on the system they had. Receptionist argued claiming I wasn't in the waiting room when I was there for over half an hour. Would have still been sat there not if I didn't go and ask at reception. Really did expect better from this surgery...

Majority of gp's are ok however there's 1 particular male gp that should be struck off. On more than 1 occasion he has refused to treat me!! I stormed out & practice manager told me to see the same doctor!! If you have complex conditions avoid him!!!

You will not get the care you need/deserve. The 'doctors' will try get away with as little work as possible.You will be told there's nothing wrong with you, and that your symptoms are either all in your head, or 'it's not cancer so don't worry'Absolutely avoid like the plague. Cantaloupe is just down the road, and while it may not look like much... the care is leaps and bounds better.