Bootle Village Surgery - Bootle

Lewis

As i'm Autistic It is extremely difficult to do phone calls, make appointments and have verbal communication.

I contacted today and asked for reasonable adjustments that would enable me to get an appointment due to my condition and its limitations.

I was told "We are busy and you'll have to call up at 8am as normal". It is not that simple for some Autistic people. Therefore, I have essentially been declined access to healthcare on the fact that i'm Autistic.

No adjustments were made to enable me to access the healthcare I need and that is called discrimination. By law you are required to make reasonable adjustments such as priority appointments for people with disabilities and removing any barriers to help a disabled person access healthcare.

By this definition, you have broken the law and discriminated against me.

Read this from the NHS England website:

The Equality Act (2010) states all organisations including health and social care, such as hospitals and GP surgeries must take steps to remove the barriers individuals face because of disability.

The NHS must make it as easy for disabled people to use health services as it is for people who are not disabled.

Disability is one of the nine protected characteristics under the Equality Act 2010. The Act says that a person has a disability if they have a “physical or mental impairment”, and the impairment has a “substantial and long-term adverse effect on [their] ability to carry out normal day-to-day activities.”

Therefore, my next steps will be to file a formal complaint. Depending on the outcome of this complaint, it may be raised to the local authority that overlooks GP Practices in the country.

This is disgustingly shocking.

Edward Bridge

Normally it's not too bad getting an appointment for the same day (you can't book in advance) apart from the usual queues at 8am for upto an hour or more and usually I go see a Dr and leave.
However, my experience this week has left me feeling abandoned by my DR. and the surgery in general.
I woke with pain in my feet/legs and couldn't walk my phone was downstairs and I ended up on my own, in bed until after 2 days I managed to get downstairs. I made my 1st call to the surgery, and I was told to phone 111, who advised me to call GP, the receptionist told me a GP would call. The GP forgot or couldn't be bothered and instead told the receptionist to tell me to go to A+E. (Seems to be the surgeries way out of providing care). I then phoned 111 again who arranged a call which I didn't receive, so I phoned the surgery again who once again told me to go to A+E, I explained it's not an accident or an emergency and I just need to see a doctor for analysis and/or pain relief of which I receieved neither, I can't even talk to a Dr. I have just phoned 111 again, hopefully I don't have to waste A+E time and money due to non-caring professionals and receptionists who try their best to keep me from talking to a GP. I will be leaving this practice, if I were you , I'd steer clear of this surgery.

Simona Rozenaite

I have been registered to this GP for quite a few years now, I have recently just been seen by Anne Duckworth, she has always provided a professional service & has always remained calm and supportive throughout the whole process and answering any questions I had making me want to come back and not be as nervous. She has seen me multiple times and has always remained positive. She deserves a pay rise! I was also recently seen by the wonderful Dr Shail Jalan she is lovely and efficient, and well educated on multiple subjects and was able to provide the help & support that previous healthcare staff were unable to 🙂

Rebecca Willow

Have to call a few times dot on 8am but I always manage to get through and get a drs appointment. I think this is the same for every surgery. Reception staff always friendly and polite and every Dr I have seen has been fantastic. Overall a great drs practice in my opinion.

Cookie Bilbo

You have to ring at 8am to get an appointment and that can be difficult but in all fairness I think most GP surgery's have this problem, I haven't heard of any that don't have that problem. The Dr's and practice nurses have been very good in my experience. Unlike Park Street surgery down the Road they actually listen to you and seem to really care about getting you the best care they can for whatever issue you come in with. The Dr's and nurses I've seen have been very helpful thorough and compassionate. You can tell they care about the job they do.

Jim Cunliffe

I have tried to get a appointment for 2 days 187 calls yesterday and 109 today . Ringing from 8 am till 9.15 only to be told no appointment available.
This is a disgrace a better system could surly be divised.
2 .25 hourover two days constantly ringing hanging up ringing repeat repeat

Zaw Naing

I am very much satisfied with the service. Booking was easy and got the face to face appointments. GP was very cordial and examined professionally and referred for required test promptly. Practice nurse was very patient explaining me all details about the test results, further test in 3 months and top up with a flu jab. I will strongly recommend this surgery to others.

Becky Sealeaf

This has been my doctors since I was 4/5 years old and it has never been easy getting an appointment. Can never get through at 8am and when you finally do, there's never an available appointment.
In serious need of moving forward with the times to put a system in place that makes it easier to get seen/book appointments. Had numerous occasions were the receptionists are extremely rude and show no compassion. The doctors are great, when you manage to see or speak with them. However, when dealing with an ongoing issue, it seems the patient is the one chasing for answers/updates/follow ups rather than the Doctor/staff which can make you feel like your health is being neglected. Serious changes needed.