Lister House Surgery
207 St. Thomas Road, Derby, Derbyshire, DE23 8RJContact details and opening times
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Reviews
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Review titled Multiple bad experiences
Rated 1 star out of 5
by Anonymous - Posted on 01 May 2025
My last review was deemed to not be specific enough, so I will keep this as specific as possible. On the last occasion of trying to contact this surgery (this week) I tried to use the econsult service. On the website it states what this service can be used for, including medication queries and access to appointments. However, on this occasion, and every time (except once) I have tried to use it in the last 9 months, it states it is closed and no longer accepting e consults. When it has been open the once, it stated you could only use the service to get fit notes, despite this not being what it states on the website, meaning the only way to contact is via telephone. So, I phoned the surgery, I waited 45 minutes for someone to answer the phone, which is by no means the longest I have waited in the past. I needed medication relating to a recent hospital stay which had been approved on discharge. However, it was decided I needed a telephone medication review, with the earliest this could happen in 2 weeks, leaving me with the prospect of being without the medication as prescribed by the hospital for this time. I have been unable to gain an appointment with this surgery on multiple occasions. I have tried to call at 8.30 and by the time I get through I am told all appointments have been taken and that there is no option to book appointments other than on the day, and to try again tomorrow, where the same thing happened on repeat. Again, this is different to what it states on the website, which says you can book appointments up to two weeks in advance. I have also been told multiple times to use the econsult service, again only to find it closed. This is just some of my recent experiences with this surgery.
Visited May 2025
Review titled Lister House Surgery
Replied on 13 May 2025
Thank you for taking the time to share your experience with our surgery. We are sorry to hear of the difficulties you have encountered and we appreciate the opportunity to respond to your concerns. -We acknowledge the key issues you have raised, including: - Repeated unavailability of the eConsult service. - Long telephone wait times when trying to contact the surgery. - Delays in accessing medication following a hospital discharge due to the need for a medication review. - Ongoing challenges with securing appointments, including limited same-day availability and advanced booking We understand how frustrating and distressing this must be, particularly when trying to access necessary care or medication. With regard to the eConsult service, we would like to clarify that this platform is subject to daily capacity limits. Once the number of submissions reaches our safe limit for the day, the service is temporarily closed to ensure that our clinical team can respond appropriately to existing requests. This is essential for patient safety but we acknowledge it can be inconvenient. We did update the wording of the website in October 2024 to reflect the changing nature of the way the practice is using eConsult. We recognise that timely access to care is important. The levels of demand we experience is simply far greater than what our resources will allow us to provide. This means both on-the-day and in-advance appointments are taken up quickly. With regards to your medication review, our clinicians have a duty to ensure safe and responsible prescribing, and therefore must carry out their own consultation with patients to ensure drugs remain suitable, safe and effective. The lack of appointment availability to carry out a medication review is a clear challenge we face and apologise for the worry this caused you after your hospital discharge.