The results of this week’s Patient Satisfaction Survey are in

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
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It’s the weekend, which means time to do the things we don’t get a chance for during the week. Other than the housework, that includes the results of the Patient Satisfaction Survey. So, let’s have a look at the comments we received this week.

All went well and I was very happy with the service I received


Takes too long before you speak to someone on the telephone

Good news! We had a visit from BT Openreach on Wednesday in Grimethorpe and are expecting them coming Monday in Cudworth. This is the next phase for our new phone system. We may have the new system in place within weeks and hope it will be a vast improvement on the current system. This is the first telephone system the practice has had a say in. The current system is commissioned by the ICB and was chosen by the CCG as it was a few years ago. We are looking forward to the new system and hope it will bring the improvements we are after for our patients and the practice alike.


Excellent as usual !


The nurse was really nice and friendly and explained what needed to be done but getting the appointment was really difficult i had an appointment booked for the 13th of may that was cancelled by the practice when phoned the 20th june was earliest i could get seen then i phoned to make appointment for my b12 injection and was told would be middly of july if nurse couldnt do it when i went on the 20th june

We have had some significant problems with appointments for our nursing team over the last few months. Unfortunately, one of the members of the team is on sick leave, while other members have needed to take time off sick, too. This has led to reduced availability and a need to cancel and reschedule appointments. We have recruited an additional member temporarily and another team member does occasional extra sessions to try and make up for the absences. We hope all members of the team will soon rejoin us fit and well.

I found grimethorpe surgery really poor, I needed medical advice and to be seen there and then due to suffering all my life with infected tonsils. I was told to ring 111 and heart for them to not do anything to then tell me to ring my gp up. I eventually got an appointment, I then waited 35 minutes for my appointment and kept getting told I was next one in after asking twice and waiting 35 minutes I got seen. I wasn’t satisfied with the experience at all.

We are sorry to hear this patient was dissatisfied with our service. However, we can only give what we have. If there is no availability, we need to signpost to other services. Unfortunately, appointments do occasionally overrun. The problem the patient presents with may be too complex to deal with within the normal appointment time and this may only become clear during the appointment. Or a patient may be in mental distress and need more time than envisaged. Sometimes an emergency crops up that causes a delay to the appointments. This is not something the clinicians have any control over. They would also prefer to run to time, but this isn’t always possible. We aim to keep our patients updated if the clinician they are booked with is running behind.


My request to see the GP was prioritised

All GP appointments at the surgery go through an Assessment of Need system. A clinician (GP, Advanced Nurse Practitioner or Physician Associate) assesses each request and advises the best course of action. Whether this is an appointment with a GP today, tomorrow, or next week, an appointment with a nurse, an appointment with a physiotherapist, signposting to another service like Pharmacy First, the Community Pharmacy Consultation Scheme, an optician, an urgent care centre. A&E, NHS 111, or any other service. They seek the best solution for that patient within the options we have available. If we have no availability for appointments, they will signpost to other services. Sometimes another service is also the better and quicker solution for the patient. You can help to receive the best solution by sharing the information with the receptionist during your phone call. We don’t allow patients to request appointments at the front desk as anyone in the waiting area can overhear what is said and confidentiality is not maintained. This is why we only accept this over the phone.


All in all happy with appointment and information we received from the nurse.


Doctor didn’t seem to check my concern as much as I would have liked and I felt brushed off and made to feel like I’d wasted their time. Since the appointment multiple people have told me to get the concern checked again as it very much does look like the thing I am concerned about

We’re sorry to hear this. An appointment is only a moment in time. When you see the GP, the symptoms may not be as serious as they later become, or they may appear to point in a different direction. Most of the things a GP sees are simple and often innocent conditions that will resolve on its own accord. However, there may be more serious conditions that mimic an innocent condition. This is why GPs will usually tell you ‘if your symptoms don’t improve, or if your symptoms worsens, please seek medical attention again.’ Please do so if that happens to you. Things can change, sometimes within hours. If your condition worsens, or if you remain concerned after initially having been reassured, please seek medical attention again. During my training, I listened to a child’s chest in the morning: absolutely clear. I listened again in the afternoon and it was full of infection. Same child, same doctor, a few hours difference. Please don’t ignore your spidey sense that something isn’t right. Have it checked again. It may be nothing and then you’ll be reassured. Or the condition may have changed and you have prevented it from getting much worse.

That completes the comments left on our Patient Satisfaction Survey this week. Now it’s time to look at the results from the Friends and Family Test:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Extremely likely
Can you tell us why you gave that response?I have always been satisfied with you yes
Do you think the practice has improved in the last 12 months?Yes
What are we doing particularly well?Going the extra mile
What do you feel we can improve on and how?No while things pick up

Thank you to all the patients who took the time to fill our Surveys in again. It is much appreciated. We have learned that most patients are happy with our service but there are improvements possible.
The telephone system needs improving and we are getting closer to a new system being installed.
There is disruption with our nursing team appointments through sickness absences and we are trying to keep the impact on our patients as little as possible. We hope our team members will soon return to us fit and healthy after making a full recovery.

Enjoy the rest of your weekend!

Closed for Staff Training today 19 June from 12 pm

The surgery will be closed today Wed 19 June from 12 pm for Staff Training.

For medical help during this time:

Life-threatening? 999

Urgent? Contact NHS111

Non-urgent? Contact us from 8 am on Thursday, or online via https://florey.accurx.com/p/C85018

Closed for Staff Training tomorrow 19 June from 12 pm

The surgery will be closed tomorrow Wed 19 June from 12 pm for Staff Training.

For medical help during this time:

Life-threatening? 999

Urgent? Contact NHS111

Non-urgent? Contact us from 8 am on Thursday, or online via https://florey.accurx.com/p/C85018

Here are this week’s results of the Patient Satisfaction Survey

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

A bit late today as I’m still catching up after returning from annual leave last week. It’s always amazing how much work accumulates when you take a week off.

So, let’s have a look at what comments our patients have left for us this week.

Being referred to life coach has been the best thing for my health very important to me many thanks to Lucy & Louise

From this comment, it appears our nurse Lucy referred this patient to our Health and Wellbeing Coach Louise. We’re pleased to hear they found the experience helpful.


It took 7 weeks to get a blood test and results much too long

We’re sorry to hear this patient had a bad experience. Unfortunately, we don’t have the capacity to do blood tests at the surgery. (we currently only do those that form part of a wider annual review or for INR testing) We have also been struggling with sickness within the nursing team recently.


As always very happy with service.


I always find the people at the surgery to be helpful and kind. Thank you.

 have found the surgery very helpful & efficient in my recent dealing’s


After 2 cancelled appointments my visit was straight forward and quickly dealt with

My first appointment was cancelled by the surgery. I attended for a second time as instructed , the nurse was on leave and I wasn’t informed. My next available appointment is over a month away! So over 2 months just to have a medication review! I’m hoping 3rd time lucky! There seems to be lots of staff but only 1person dealing with patients, perhaps open 2 desks to be more efficient? I think privacy is a problem when queues form to discuss patients needs / care.

We apologise for the delay and the failed cancellation of the appointment. We have recently been coping with significant sick leave in the nursing team and this has increased the workload for the reception team. Everyone has worked very hard to inform patients of the cancellation, but there may have been occasions where there was a failed contact (undelivered text message, no answer when phoning). We apologise to this patient we didn’t manage to get in touch with them.

Regarding the privacy at the front desk, we agree with this patient’s concerns. The reception area does not allow privacy for our patients. This is also why we don’t allow patients to book or request appointments at reception. We want to keep the patient information confidential. For the same reason, we have also moved the phones to a different area so they can’t be overheard by people in the waiting area. We often have 2 desks in use at the same time, however, this second desk is for a receptionist to work undisturbedly on administrative duties (referrals, scanning, etc).

I saw the practice nurse and she was very caring, compassionate and offered me advice, thank you


DR TJ WAS VERY GOOD
VERY CARING

We’re pleased to hear this patient had a good experience with our Physician Associate, Miss Tariro Jera. We would like to make it clear that, although she is very good at her job, she is not a doctor. She is a physician associate who works under the supervision of the GPs.

That concludes the comments left on our Patient Satisfaction Survey. So, let’s see what responses we have received to our Friends and Family Test:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Extremely likely
Can you tell us why you gave that response?Good service
Do you think the practice has improved in the last 12 months?Yes
What are we doing particularly well?Appointment when needed

We are very grateful to our patients for sharing their views of our practice. It is great to hear what our patients think and to hear their suggestions on how to improve further. We really couldn’t do this without you. Receiving the positive feedback also helps to lift our spirits, especially after receiving a complaint, or after receiving abuse from other patients. The feedback on our Patient Satisfaction Survey provides a balance and ensures that we know that most patients are happy with our service. It motivates us to continue to give it our best. Thank you all.

A day early – The results from the Patient Satisfaction Survey

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I am still on annual leave, so adding this post a day early instead. What comments have our patients left on our Patient Satisfaction Survey this week?

Doctor Sam was abd always has been very thorough with my issues and has helped me get through a difficult time.


Had a good meeting with the practice nurse. Friendly and welcoming.


I was disappointed at having to contact the surgery a week after my blood test for results l wonder how long l would have waited if l had not done this, is this standard practice now.

Unless we receive an abnormal or borderline blood test result, we do not contact patients about these. However, this relies on the practice receiving the results. Occasionally, results will be sent to the incorrect practice in error, which can cause delays. We, therefore, advise patients to contact the surgery to enquire about their results instead. This can be via online consultations (bypassing the busy phone lines), via the telephone, and often you can also see the results in the NHS App.


Fantastic service was informed on arrival that the GP was running behind and by how long. Gp was attentive listened to my concerns and was thorough with his assessment.

Ellie presents in a caring and professional manner.


No improvement needed,it’s always nice to have a pleasant and attentive response when I have an appointment.


Disappointed with my recent consultation, I felt the Doctor didn’t understand the background to my ‘headache ‘ and was judging me on my request for a med 3 . I attempted to discuss how I felt but realised it was falling on deaf ears .

We’re sorry to hear this and are certain this wasn’t the GP’s intention.


Doctor was really nice but receptionist was very rude I asked before speaking to her if it was best to make an appointment on line but told me I could do it at the window then because she was taking to long they was a cue and then told me I wasn’t supposed to make appointments at window I should have done it on the app

I suspect there was some miscommunication here. We do not accept appointment requests at the reception desk because of confidentiality issues. Anything said at reception can be overheard in the queue or waiting area. Requests should be made via the telephone (or if non-urgent you can request medical advice via online consultations). We do not allow online booking of appointments, other than through the self-book links we sent out at the request of the doctors or for annual reviews.

And now it’s time for the results from the Friends and Family Test this week:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Extremely likely
Can you tell us why you gave that response?Very good and friendly experience. Felt supported throughout and didn’t have to wait long for an appointment.
Do you think the practice has improved in the last 12 months?Yes
What are we doing particularly well?Providing a safe space with friendly experience.
What do you feel we can improve on and how?More frequent GP appointments.

We’re not entirely sure what they meant with more frequent GP appointments, but suspect they meant an increase in available GP appointments. Unfortunately, this is not something we are able to provide because of a lack of space to house extra GPs. The funds needed to recruit additional staff has also been moved from GP practices into the Primary Care Networks (PCNs) and is ringfenced by NHS England for additional roles (this excludes GPs currently).

This concludes the results from our Patient Satisfaction Survey this week. I leave you with a picture taken on a walk this week and hope it will bring you some relaxation too.

A day late, but here are the results of our Patient Satisfaction Survey for this week.

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

Even during annual leave we can’t neglect the results from our Patient Satisfaction Survey. So, here they are:


I saw Jackie today ,& she solved a lot of my problems I’ve been worried about this last year..she met my needs perfectly & arranged further tests …very pleased .

More doctors slots

We assume this patient meant more doctors’ slots are needed at the surgery to cope with the appointment demand. Unfortunately, we are limited by the staff and space we have available. Although we theoretically could employ more doctors, we don’t have the space to put them. Nor do we have the funding to allow us to do so. Funding for clinical staff has been moved from practices into the new primary care networks. NHS England has reserved this funding for additional roles to support primary care, however, these roles do not include doctors and nurses. The budget the PCN (primary care network) receives is also limited. We would love to have more bodies and space at hand and reduce the heavy workload our clinicians deal with daily, but our hands are tied.

My first appointment was cancelled by the surgery. I attended for a second time as instructed , the nurse was on leave and I wasn’t informed. My next available appointment is over a month away! So over 2 months just to have a medication review! I’m hoping 3rd time lucky! There seems to be lots of staff but only 1person dealing with patients, perhaps open 2 desks to be more efficient? I think privacy is a problem when queues form to discuss patients needs / care.

We apologise for the problems this patient encountered. Unfortunately, we have been coping with sickness amongst our nursing team lately. Often, we only learned about this earlier on the same day with our practice manager receiving a call between 5 and 7 am to inform her. Although we made every attempt to inform our patients of the fact by sending them a text to cancel or rearrange the appointment, some may not have received this text on time or had access to their mobile. We also tried to contact all those with only a landline via the landline.

Although it may appear we have lots of staff, our receptionists are all part-time and opening a second desk is not an option currently.

We agree with this patient’s statement about privacy and confidentiality. This is why we don’t allow patients to request an appointment at the reception. Anyone in the waiting area could overhear the conversation and we are keen to avoid this. This is also why we answer our phones away from reception.

After my appointment I had fit note waiting for me I had only enquired prior to my appointment fantastic service


The problem is getting to see a GP when needed, having to ring on the only to be told no appointments are available

GP appointments are given out by the clinicians following an assessment of need only. Where this is needed and possible, they will assign patients with appointments. Sometimes a different service is more appropriate or they will need to signpost to another service because of a lack of capacity. iHeart is one of those services, which provides the much-needed extra capacity in primary care. Where patients should receive same-day medical care and no capacity remains at the surgery, we will signpost to other services like NHS 111, walk-in centres or urgent care centres. The demand for appointments outweighs the availability, something which is common throughout the country.

Very quick text reply and seen a couple of hours later – very impressed with the service provided and the outcome


Telephone system not the best, frequently get engaged signal before able to join the queue, usually a 15-20 min wait, today was very good less than 5 mins. Once connected very efficient service received

We agree our telephone system is pulling us down. This is why we are working on getting a better telephone system installed. The current system is commissioned by the ICB (formerly CCG). The Integrated Care Board (ICB) is the local health authority. We have had little to no say in the system currently in place, but the new system is one we have chosen and will need to pay for. Preparations are being made and we hope to have it in place soon although we haven’t been given a date as yet.


Dr Ali is an asset to the surgery. Friendly, professional and thorough.

We agree. Dr Ali has become part of the furniture, even if he is employed as a locum GP.


The doctor was so helpful and listened to me to what my problem was thank you


Jackie the nurse practitioner is always Amazing very thorough and makes you feel at ease. She always makes sure your happy with what will happen next and she is a massive credit to your surgery.

We agree with this too. Jackie is indeed a very valuable part of our team.

And now it’s time to have a look at the results from our Friends and Family Test:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Unlikely
Can you tell us why you gave that response?I feel I have been failed in many cases
Do you think the practice has improved in the last 12 months?Not really
What are we doing particularly well?Your receptionist have improved with their attitude towards patients
What do you feel we can improve on and how?When I need to see a Doctor I don’t expect to be past to a nurse who have not got the qualifications to diagnose

This patient is unhappy with our services and feels she has been passed to a nurse with no diagnostic skills or qualifications. Any request for a GP appointment is assessed by a clinician (GP, advanced nurse practitioner, or physician associate). These clinicians all have the skills and qualifications to diagnose and treat our patients. Our advanced nurse practitioner is a very experienced and highly skilled professional who is very thorough and trained to diagnose and treat people. If she has any concerns or needs any advice, she will liaise with a GP. People are not passed off to our ANP, they are given an appointment with this highly skilled professional instead. Someone who has received the training and qualifications to diagnose and treat patients.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Neither likely nor unlikely
Can you tell us why you gave that response?The gp I seen was useless
Do you think the practice has improved in the last 12 months?Yes
What are we doing particularly well?Na
What do you feel we can improve on and how?Na
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Extremely likely
Can you tell us why you gave that response?Never had a problem with our family GP
Do you think the practice has improved in the last 12 months?Yes when phoning!
What are we doing particularly well?Been very helpful since my dad got diagnose with vascular dementia, arranging appointments around my work timetable. also now with mums diagnosis, been very supportive and helpful!
What do you feel we can improve on and how?Nothing

And that concludes the responses we have received this week. As always we are thankful to our patients for taking the time to answer our survey. We are pleased to see our patients are mostly happy with the service we provide. It motivates us to continue to give it our best and to continue to improve further where we can.

But now, I’m off to continue enjoying my annual leave. Next week’s post is likely to be late too.

Publication of the infected blood inquiry final report

On 20 May, the Inquiry report was published into the infected blood scandal. You can find more here: NHS England » Publication of the infected blood inquiry final report

Information about Support for people who may have been affected by infected blood is available here: Support for people who may have been affected by infected blood – NHS (www.nhs.uk)

Here is a brief summary of the important information:

  • If you had a blood transfusion or blood products before 1996, there’s a chance you may have been given infected blood. This could mean you were infected with hepatitis Bhepatitis C or HIV.
  • Today, all blood donated in the UK is screened using very rigorous safety standards and testing to protect both donors and patients.
  • Since screening was introduced, the risk of getting an infection from a blood transfusion or blood products is very low.
  • NHS Blood and Transplant have more information about the infected blood inquiry
  • If you had a blood transfusion or blood products before 1996 and you’ve not been tested for infection, contact your GP surgery or sexual health clinic to discuss any tests you may need.
  • You can also get a free home test for hepatitis C.

If you think you may be at an increased risk of Hepatitis C or HIV, you can go to any sexual health clinic (an appointment is usually needed) to discuss this further and receive any tests needed.

You can also arrange for a free home testing kit for Hepatitis C here: https://hepctest.nhs.uk/

If eligible, you can also arrange for a free home testing kit for HIV here: https://freetesting.hiv/

It’s Saturday! Bank holiday Weekend.

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

It’s the weekend and we all know what that means. It’s time to have another look at the comments our patients have left on our Patient Satisfaction Survey. And what a week it has been. Once more we struggles with issues with the phone. Where we had problems with non-existing phone numbers at the end of last week and the first few days of this week, at the end of the week there was an outage at Pulsant causing havoc once more. We can’t wait for our new system to be introduced but don’t have a date for this yet. Let’s hope there won’t be an issue again after this. (or at least not as often)

Here are the comments left on our Patient Satisfaction Survey this week:


I very rarely see a Doctor all my appointments are with the Nurse. I have only praise for the young Nurse that I see(Ellie) She is so caring, polite, helpful, nothing is too much Trouble.She makes you feel at ease and has always a smile.


I like the Patient Access. it is very good for ordering prescriptions and checking records test results and documents. and the practice keeps these up to date.


Dr Ali was fantastic, he met all my needs and gave me the time to talk about everything considering they have no notes on what I have had done previously.

Q1 Q2 Q7 unable to answer. After I booked a wrong appointment via the text message service and where I was unable to correct it, the following day I rang the surgery to amend it and I was on hold 20mins, so I drove to Cudworth surgery to speak to the receptionist to change the date. This date was then changed by the surgery twice due to staffing issues, this was out of my control. On the day of my appointment all the appointments were running a little behind, the nurse I was seeing apologies. All staff were helpful. My appointment was 20/5/24 1:50pm


Ellie was very professional but very approachable and thorough. Very good personality, felt listened to.
A very good addition to the practice.


My appointment was dealt with ok.


Follow up call and face to face was met

Now it’s time to look at the results from the Friends and Family Test:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Likely
Can you tell us why you gave that response?Because its nearest doctors to us.
Do you think the practice has improved in the last 12 months?Yes and no
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Neither likely nor unlikely
Can you tell us why you gave that response?It’s really hard to get through on the phone most days.
Do you think the practice has improved in the last 12 months?The practice is fine it’s the appointments trying to get through on the phone, needing information or advice your stuck in a queue on the the phone, there’s no options for appointment, advice ect .
What do you feel we can improve on and how?The phone lines, give options rather than sit in a queue for she’s to afk a question or get advice.

We agree with this patient our phone lines are the main problem within the practice. This is also why we are keen to have a new and better system in place. We are currently waiting to hear when we will change over to our new provider with an improved service and more options for our patients. If you wish to have a say in what you think of our current system and what you would like to see in a new system, please fill in our telephone surveys here: https://www.grimethorpesurgery.nhs.uk/information/patient-information-and-support/we-welcome-patients-feedback-on-their-experiences-with-the-practice/telephone-system-telephone-access-survey/

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Extremely likely
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Extremely likely
Can you tell us why you gave that response?Can not get better than the se rvice I received y
Do you think the practice has improved in the last 12 months?Yes
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?Likely
Can you tell us why you gave that response?I’ve had great treatment over the years.
Do you think the practice has improved in the last 12 months?Not really
What do you feel we can improve on and how?The length of message needs to be reduced on your answering system and calls need to be answered quicker.

We aren’t planning on changing the message currently as we are waiting for a new system to be installed. This will hopefully take place soon. Once the new system is installed, the messages will change and the options will be wider. We also aim to change the waiting music when this happens.

And that completes the feedback we have received this week. We are pleased to see most patients are happy with the service provide and we seem to be doing a good job. Everyone at the practice works hard to help and support our patients within the constraints we live in. We will continue to give our best to our patients. This doesn’t necessarily mean we will do everything our patients want or demand. What people want and what is in their best interest aren’t always the same things. Nor is it always possible for the surgery to provide this. Thank you to everyone who answers our Patient Satisfaction Surveys. We really appreciate the time you spend doing so and we use all the feedback we receive to improve our services further where we can.

Do you live in South Yorkshire, are over 16 years of age, and have Type 2Diabetes? Share your experience on the best way to promote information relating toType 2 Diabetes and be in with a chance of winning £100.

Do you live in South Yorkshire, are over 16 years of age, and have Type 2 Diabetes?

Share your experience on the best way to promote information relating to Type 2 Diabetes and be in with a chance of winning £100.

NHS South Yorkshire Integrated Care Board (ICB) launched a survey to understand the experiences of those with Type 2 Diabetes with using diabetes support services in South Yorkshire.
Your input is very valuable and will help us guide our efforts in improving the way support for people living with Type 2 Diabetes is promoted and delivered. The survey will only around 10 to
15 minutes of your time, and your responses will remain confidential.

Everyone that completes the survey will have the opportunity to enter a prize draw for a chance to win £100 worth of shopping vouchers.

To participate in this survey, click on the following link.
Link: https://www.smartsurvey.co.uk/s/T2D-SYICB/

If you have any questions on this survey, please reach out to the Social Change Behavioural Insights team via research@social-change.co.uk.
Thank you for your support with this important project.

Phone problems yet again

Image of an old-fashioned telephone with the words 'Problems with our telephone!'

One phone problem is solved, and another one pops up again.

We are experiencing problems with our phone lines in both Cudworth and Grimethorpe and understand there are other practices affected by this too.

Our phone supplier informs us this is because of an outage at Pulsant.

We hope the issue is resolved soon.

What have we noticed?
Your phone call may come through and we can speak with you for a moment. Then the line suddenly goes quiet on the other end and the call cuts out. The problem appears to be intermittent.

We hope this will be resolved soon because we have frankly had enough of this and are certain our patients have too. Hopefully our new provider will not have any problems with this once we have moved to them. (Unfortunately no date yet).

We apologise for the inconvenience caused. Remember: if you can’t get hold of us, please contact NHS111, or if your problem is non-urgent, you can also contact us via our online consultations: https://florey.accurx.com/p/C85018

Update: now resolved