A FLINTSHIRE medical practice has hit back at claims by some patients that its service is "diabolical".

The issues revolve around The Stables Medical Practice, in Hawarden - where there have been numerous claims from patients that they have to wait over two hours to get through to the surgery on the phone to book appointments.

People have been taking to a local community group on social media to voice their anger at the service on offer.

One person claimed to have been placed on hold for nearly two and a half hours, describing it as an "absolute disgrace."

Another added that they were on hold for an hour and a half one day, over an hour the next - before giving up.

The practice has a commonly used system whereby people are placed in a queue while on hold on the phone.

However, people's place in the queue doesn't necessarily dictate the time it takes them to get through to the practice.

"I was number one in the queue for 40 minutes," one patient said.

Another person said it took them "64 times" to eventually get through to the surgery, while others say even when they finally get to position one in the queue the line cuts off.

"We spent four days trying to get through about seeing the nurse for an appointment," a patient said.

"Every time started at queue position 15, sat on hold for over an hour to get to position one for it then to cut off.

"Ended up putting a letter through the door and then received a text for a telephone appointment with the nurse for four weeks time."

The practice says it has seen an "unprecedented increase" in patient demand in the last 12 months which has put "significant strain" on it.

The BBC reported on Thursday that rising numbers of patients needing care and a shortage of GPs is threatening to overwhelm the system, according to GP leaders.

However, some patients claim the issues at The Stables practice have been going on for a number of years.

One patient said: "The Stables is diabolical and needs a dammed good shake up as I know I'm one of many who is extremely disappointed with their lack of service."

Sue Carey, practice manager at The Stables, said: "As stated by the BMA [British Medical Association] recently the NHS is currently experiencing some of the most severe pressures in its 70-year history.

"We have seen an unprecedented increase in patient demand in recent months which has put significant strain on the practice.

"This together with the extra pressures of delivering the Covid vaccination programme (over 4,500 vaccinations done so far) on top of our normal day-to-day working has put a huge strain on our already busy phone system."

She continued: "All our staff are working extremely hard both at weekends and evenings to cope with this demand on our services. The practice feels that the slander and abuse we are currently receiving on Facebook is not acceptable nor helpful.

"We receive regular praise and compliments from many of our patients who are extremely thankful for the work we are doing."

The practice says it has also added to its usual care routine the Covid-19 vaccination program which will require a huge number of appointments which all use the phone system.

In March last year the practice invested in a new contract for a new phone system with Check Medical at a cost of over £30,000.

Mrs Carey added: "We have not reduced any appointments numbers but on the contrary we have increased those.

"Our clinicians are working late on most days and patients have received consultation as late as 9pm."