Anyone experiencing even greater issues securing a GP appointment with Tessa Jowell GP practice?

[Forest Hill Climber]

On 17/07/2024 at 13:58, Sue said:

You don't have to put up with it!

There are other local GP surgeries!

It's very easy to change, just register with another one!

 

 

Is there one you could recommend?

[Sue]

5 hours ago, Forest Hill Climber said:

Is there one you could recommend?

It depends if you are in their catchment area, but I and others have often recommended The Gardens on here.

[trinidad]

I received a response from the ICB, they dont seem to have any teeth at all. The health ombudsman is next, but maybe the mp might be better. Does anyone know who is the MP for Peckham and camberwell? 

[OutOfFocus]

No one 

1 hour ago, trinidad said:

Does anyone know who is the MP for Peckham and camberwell

The names have changed !

Go to

https://members.parliament.uk/members/commons. and type your postcode .

 

Edited October 8, 2024 by OutOfFocus
Correct url (hopefully)

[Azalea]

I’ve had three separate experiences in less than 24 hours with Tessa Jowell GP Surgery, on the phone. Three different people. Only one was halfway decent. I then received a notification of a satisfaction survey from them via the NHS App.   I’m going to give it a swerve.  

[KalamityKel]

2 minutes ago, Azalea said:

I’ve had three separate experiences in less than 24 hours with Tessa Jowell GP Surgery, on the phone. Three different people. Only one was halfway decent. I then received a notification of a satisfaction survey from them via the NHS App.   I’m going to give it a swerve.  

What kind of experiences?  Was this you calling them or they calling you?

[Azalea]

1 hour ago, KalamityKel said:

What kind of experiences?  Was this you calling them or they calling you?

Both.   I also had reason to call them last week after I received a text from them which required action.  Nothing happened. So had to call again earlier in the week to prod them.   Then,  in the last 24 hours, 3 more telephone calls.  It’s bizarre that they are asking for customer feedback as they won’t do anything about it. The request for feedback came from Omnes Healthcare.

1 hour ago, KalamityKel said:

What kind of experiences?  Was this you calling them or they calling you?

 

Edited October 11, 2024 by Azalea
Addition

[trinidad]

I think my next step is my MP or the Health Ombudsman. 

[trinidad]

Thought I would share, a member of staff shared with me, there MyGP platform, which you are redirected, each time you call, is now open until 4pm daily. 

No mention of this information on their website, and the surgery says it closes from 12:30pm - 4pm on the third Thursday of each month, for their monthly staff training. It means the phone lines and surgery itself it closed. No mention of online services.

Has anyone ever attended the Patient Participation Group? I have looked online, there are minutes for the 2022, and none for last year or this year? is the PPG runing?

CQC rated their service as "requires improvement" 

Tessa Jowell GP Surgery - Care Quality Commission

Tessa Jowell GP Surgery

A few people have suggested The Garden Surgery, The Gardens, London, SE22 9QU

The Garden Surgery last report from the CQC is rated as good in all areas 

 The Gardens Surgery - Care Quality Commission

The Gardens Surgery

Sadly I am just out of The Gardens Surgery Catchment area 😞

interesting read though!!

 

[trinidad]

I completed a askmygp on 21st October and 23rd October. Despite two further telephone calls to chase these requests up, I have not received a response until 30th October. I did say on both occasions, I was available anytime when asked, but despite this, staff from the GP practice still called me and offered me an appointment. The earliest appointment offered is a further week of 5th November 2024. It has taken 15 days (this includes the weekends) to have an appointment with a GP. I see they are continuing to offer great service.  

[Azalea]

I was recently told by this surgery that you must allow up to 10 days to be given a telephone appointment.  10 days!  It used to be 3 days, then it went to 5 days.  Now they’ve increased it.

[Sue]

3 hours ago, Azalea said:

I was recently told by this surgery that you must allow up to 10 days to be given a telephone appointment.  10 days!  It used to be 3 days, then it went to 5 days.  Now they’ve increased it.

Do they not triage in some way at the outset to assess the potential seriousness?

I'm with The Gardens, and if ever there was something clearly needing immediate  assessment I would get a phone appointment that day and then a face to face appointment if the GP thought it was urgent and  necessary.

I might be wrong, but it's my understanding that they keep some slots free for this each day, though I don't know what happens if they aren't used, or if they are "extra" slots.

If it's not anything serious, I don't have a problem with waiting for a phone appointment, or for a face to face appointment if it's obviously something which needs to be physically looked at by the GP.

And there's always 111 (?911?) if you can't wait, and googling or a pharmacist can't  help, or A&E/999 if necessary.

I know it's frustrating, but sadly the days when you just turned up at a surgery and would be seen that day, albeit  after a long wait in a crowded waiting room,  are long gone.

ETA: That doesn't mean that I don't agree that there seems to be something very wrong at TJ.

Edited January 17 by Sue

[Castleton]

On 20/05/2024 at 12:42, Froglander said:

Did you eventually get an appt?  I phoned this morning and got the message about not being able to book by phone. I pressed the button re prescriptions and was told that if you can’t use the app someone will help you with a booking.  Was given a tel appt with a pharmacist but am not confident.   I do not think they can refuse to help you by phone, no matter what the message says.

Recently I completed a pre-diabetes awareness course. Run by an outside agency at huge cost I expect, but I digress.

After the course we are all expected to arrange our own blood tests.  When I requested from TJ I was initially treated with suspicion, i.e where did you get the pre-d course from! I explained it was from TJ and they refused to book on the phone, told me to use ASK MY GP link. 

I explained this wasn't working for me, but no appointment was arranged.

Eventually got ASK MY GP working, and requested bloods. About 8 days later I received a text link to book one. It took me every day of checking for 5 days before any appointments were available and then the earliest was a month away. Fine. Late Feb booked

Got a phone call from the surgery yesterday, responding to the ASK MY GP request! Sorry? I'm confused, it's booked! (effectively after saying they won't book over the phone, this was literally what was happening)

I then get a missed call from them, return the call and they say they have no idea why I was called. 

Literally 5 minutes later someone calls again, my original booking can't ne honoured because it's too late in the day. Bear in mind this was FROM THEIR DROP DOWN MENU.

I'm then expected to go online and book again! Beggars belief

 

[Sue]

On 05/02/2025 at 21:32, Castleton said:

Recently I completed a pre-diabetes awareness course. Run by an outside agency at huge cost I expect, but I digress.

After the course we are all expected to arrange our own blood tests.  When I requested from TJ I was initially treated with suspicion, i.e where did you get the pre-d course from! I explained it was from TJ and they refused to book on the phone, told me to use ASK MY GP link. 

I explained this wasn't working for me, but no appointment was arranged.

Eventually got ASK MY GP working, and requested bloods. About 8 days later I received a text link to book one. It took me every day of checking for 5 days before any appointments were available and then the earliest was a month away. Fine. Late Feb booked

Got a phone call from the surgery yesterday, responding to the ASK MY GP request! Sorry? I'm confused, it's booked! (effectively after saying they won't book over the phone, this was literally what was happening)

I then get a missed call from them, return the call and they say they have no idea why I was called. 

Literally 5 minutes later someone calls again, my original booking can't ne honoured because it's too late in the day. Bear in mind this was FROM THEIR DROP DOWN MENU.

I'm then expected to go online and book again! Beggars belief

 

But it beggars belief also why you don't just  go somewhere else!

Why are you putting up with it? TJ isn't the only surgery in East Dulwich!

You don't have to tell TJ you are leaving!

You just register with another GP in the appropriate catchment area, and they do everything else!

Edited February 6 by Sue

[KalamityKel]

9 hours ago, Sue said:

But it beggars belief also why you don't just  go somewhere else!

Why are you putting up with it? TJ isn't the only surgery in East Dulwich!

You don't have to tell TJ you are leaving!

You just register with another GP in the appropriate catchment area, and they do everything else!

An incredibly naive response which continues to completely miss the point.  WHY should you have to go anywhere else?  TJ should be up to standards just like everywhere else.

Sure, leave somewhere that does offer good services, once you can get in, to join yet another shoddy surgery to be sent back to TJ for an appointment.

Good thinking!

[Jenijenjen]

52 minutes ago, KalamityKel said:

Sure, leave somewhere that does offer good services, once you can get in, to join yet another shoddy surgery to be sent back to TJ for an appointment.

Just to say my practice has sent me to TJ for a few appointments, including Saturday and Sunday at short notice, with both nurse and doctor. The service is completely separate to the GP practice based at TJ and is run by the Extended Primary Care Service, I believe on behalf of several GP practices in the area. 

"The Enhanced Access Service provides patients in south Southwark with additional GP and nurse appointments. This means that there is primary care available seven days a week. On any given day, these appointments help a GP practice to manage their capacity and provide care for their patients even if their own appointments are fully booked. We offer enhanced access arrangements within south Southwark."

https://www.ihlsouthwark.co.uk/enhanced-access-service

 

[Castleton]

12 hours ago, Sue said:

But it beggars belief also why you don't just  go somewhere else!

Why are you putting up with it? TJ isn't the only surgery in East Dulwich!

You don't have to tell TJ you are leaving!

You just register with another GP in the appropriate catchment area, and they do everything else!

But I've already left a poor GP surgery for this one! How much shopping around do you think I have time for! A newly built facility should not be performing this badly, and I don't see why the emphasis should be on the patient to find the 'magic bullet' of an efficient practice quite honestly

[Sue]

41 minutes ago, Castleton said:

But I've already left a poor GP surgery for this one! How much shopping around do you think I have time for! A newly built facility should not be performing this badly, and I don't see why the emphasis should be on the patient to find the 'magic bullet' of an efficient practice quite honestly

I've moved GPs twice because I wasn't happy.

It took about half an hour max each time.

I'm very happy with where I am now (The Gardens).

Depends whether you'd rather have the slight inconvenience of identifying another suitable GP  (eg by looking at reviews, ratings  etc) and then going there to register, or prefer the stress of staying where you aren't happy, in a surgery which doesn't seem to be improving, and prefer to complain on here!

Yes things should be different. Yes you can try to get them changed.

If they don't change, maybe it's time to put your physical (and possibly mental) health first?

[trinidad]

completed a online form requesting a GP appointment on 28th January 2025. I received my first telephone call from the surgery today 10th February 2025. I am offered an appointment for 14th February 2025. That is almost three weeks away since I first contacted the surgery. Is this where we are at the moment? I thought routine appointments are meant to be five days according to their website?

[first mate]

The broader point is how TJ GP Practice continues to get away with it. They were given an amazing site, you really could not ask for better, but the outfit (GP super practice) that runs it has an extremely poor history, going back many, many years. Which begs the question, how this shower were ever given such a wonderful, prime site in the first place? It is truly appalling and a huge loss to the community.

[trinidad]

Dear Tessa Jowell GP Surgery,

I write as once again I have experienced poor levels of patient service with the GP practice.

On the Monday 3rd March I completed two online forms on your online platform. One was regarding pain following a ankle operation and the second request, was for a sick note:
My pain was addressed by a telephone call at the end of the week by a GP.
 

I received a call from a clinical member of staff today regarding my sickness certificate. In the call, I was asked what can the surgery help me with? I informed the clinical staff member, I had no idea why the GP surgery was contacting me. The clinical staff member informed me, she was contacting me because of a sick note I requested for my employer on 3rd March 2025. I informed the staff member, today was 10th March, and I requested the sick note on 3rd March. I asked why I was being provided with a telephone appointment now? The member of staff informed me, this was due to clinical need. Its appalling, I have had to wait until the following week, for a clinical staff member to contact me, about a sick note for my employer. My employers policy, is similar to most, I am expected to present a sickness certificate to my employer to cover all absentness for sickness (except for the first 7 days of which I can self certificate). The delay in someone contacting me as led to me breaking my employers sick policy. This is totally unacceptable. This is not the first time I have been placed in this position, as it took several days for the previous sick note to be administered by a GP, which again my employer was not happy about. Infect, my employer reminded me, this was not the first or second occassion I had delayed submitting a sick certificate. I did ask the clinical staff member, why there was a delay in sending me the sick certificate, and I was advised, I needed to infrom my employer to refer me to their Occupational Health Service.


I am not happy of the continued delayed services being provided by the surgery. You will see below, I have complained on a number of occasions, and you will see the surgery has a unwritten policy of not replying to complaints by email. The first entry in the email below dates February 2024, which mainly includes appointment slots, and non clinical issues.

Despite assurances, things will improve in 2024, There is still issues with this surgery. In my last complaint on 3rd December 2024 there was no response from the surgery.

Can you please explain why I have had to wait for someone to contact me today, despite a responsibility for employees to provide a sick certificate to their employer, straight after the previous sick certificate expires?

There does not seem to be sufficient clinical staff to cater for the amount of patients registered at the surgery. This appeared to happen throughout 2024, and now in 2025.

I must of been expecting a delay in administering a new sickness certificate as I completed one of your online forms as below, I was advised by a different Doctor, I could not request a new certificate, while a current certificate was in place.

Based on my experiences, how can I ensure, if I need a medical certificate because i am unable to work, what should I should do differently? also, what is the surgery going to do to ensure I am not in a position like this again? Last week, my sickness could of been viewed as unauthorized as I had not complied with the sick staff policy once again.


I have been nursing a painful ankle, following a operation. I should not endure additional stresses from the GP practice, on top of feeling very unwell.

I was told during the call, a certificate would be provided until the end of the month, however, I have no idea how to access that certificate, and if the certificate would cover from todays date, or from the date requested.

Despite assurances, of a better service from 2024, there still seems to be problems at the surgery, and I don't really see non clinical issues not being resolved.

I am also still waiting for information regarding the next Patient participation Group meeting no information has been provided as yet, despite three online forms being completed, and assurances in summer 2024, this information would be presented to me.

I have now asked for the Parliamentary & Health Ombudsman to make contact with me, as I have seen very little progress and have included the Care quality Commission into this email for the first time.

I am very much exacerbated with the service being delivered by Tessa Jowell, and would welcome massive positive changes for the surgery.

I know you usually do not respond to complaints, however, I would be grateful if you can replay to this email.


Regards

[jazzer]

Oh my oh my, you really do seem dissatisfied with the "service" you've received. Good luck with the Ombudsman, personally I found them to be an utter and total shambles staffed by unqualified clowns who neither listened or were willing to do any background reading, when I had to involve them regarding a local dental surgery.

My experience with the Tessa Jowell Surgery as a new patient is poles apart from the one you describe. They have been pleasant, kind, informative, helpful and genuinely caring. I have followed their online protocols and everything has been fine. 

Perhaps posting your complaint on a public forum wasn't the best way to try and get it addressed and maybe if I may suggest an alternative approach could be for you to arrange a meeting with the Practice Manager and raise your concerns with them and have any evidence available, or just find another practice that meets your needs.