Atten Ms J Smees, About 3 months ago I was having a sinusitis issue of note and requested an appt to resolve. No face to face for months hence so as suggested I phoned back at 2.30pm. Managed to speak to someone who prescribed doxycycline plus paracetamol and go to bed as I had a temp. Then again 1mnth ago same excruciating headache and sinusitis symptoms and I got the same routine having been denied a face to face for many weeks in the future I choose the 2.30pm triage phone back. It must be noted that I’ve been diagnosed with COPD and chronic sinusitis, which always exacerbates into a major chest infection, sometimes resulting in pneumonia.. 3 weeks ago I again tried to contact the surgery as apart from sinus symptoms I was developing a cough, a drop in peak-flo 2.5 from a normal 4.5 plus a pain in my chest like muscular and extreme difficulty in breathing. Again no face to face but offered a phone back triage. The person that phone basically told what was wrong with me and when I objected wanting to opt for co amixyclav plus prednisone was told that she’s doing the prescription and I will have doxycycline and no prednisone. So what chance have I got. She did suggest that I call back next week Wednesday if I’m not better. One gets the impression that some calls are an irritant rather than a patient looking for help. Some responses can be rather vague or bordering on rude. Debbie has gone out of her way to be helpful as I describe below. So it’s only the few. Well on the 21st dec I was no better at all so I tried phoning back as instructed. Having waited online for 28mins the call was dropped or switch off. Now it’s after 2.45pm so tried again and again after being told I’m no1 in the queue I was switched off again. Then tried phoning on my wife’s phone and bing go through chop chop only to be told the triage slots have closed. Dear Debbie offered to see if she could help and as she advised she got back to me saying no prednisone but she has sent script to pharmacy. Well last night the proverbial fan was turning and I was delirious with a high fever and this morning @ 6am my wife took me to A+E. I was seen immediately and within half an hour had had bloods taken X-rays and a Doctor listening to my chest and checking ecg plus looking at images to confirm that I have PNEUMONIA. What was needed immediately was a back to back nebuliser of ipatropium and salbutamol plus saline(dr hirmiz has marked my records that I have a nebuliser at home) also throw out doxycycline and amoxicillin instead given Coamoxiclav plus 5 day course of prednisone. Ironically this is all on my records that should be on file with your surgery. The Doctor at A+E did voice his surprise that he found my medical records at the surgery were blocked from his view. NHS to NHS wow that’s a first or is it , perhaps the prescribing person I spoke in triage mode also could not access my records. I’m extremely dissatisfied and disappointed in a service which is supposed to help me and my family as we age given the medical issues I’ve obviously inherited and not asked for. This could’ve been my demise had it continued for more months. I certainly hope that this complaint or critical assessment of my latest experiences with Horndean surgery will not preclude me and my from receiving ongoing services as it has been a good service until this last happening, and hope that there is learning out of this criticism be it just a snapshot of our total experiences with Horndean surgery. Kind regards Leslie Cronk 7 Sandpiper Close. Waterlooville

Whenever I have managed to get an appointment with a nurse or GP recently they have been excellent, however the practice is let down by one or two rather unpleasant, condescending receptionists who feel it is their duty to humiliate