Bewicke Medical Centre - Ratings and reviews
Reviews
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Review titled Reception
Rated 1 star out of 5
by Claire Mcfarlane - Posted on 10 July 2023
I was wondering if there was anybody at the reception desk. I’ve pressed no5 just after 2.37pm no answer n was still waiting after 10minutes 4 seconds.Rang again pressed no2 n they appreciate my patience at this busy time currently waiting on hold 8 minutes 47 seconds.Btw change that dreadful music please
Visited July 2023
Bewicke Medical Centre has not yet replied.
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Review titled Dreadful manners off receptionist
Rated 1 star out of 5
by Claire Mcfarlane - Posted on 13 June 2023
After being on hold since 3.19pm my call was eventually answered at 4.43pm. I explained the situation only to be told that I didn’t ring yesterday and request a script for zopiclone. I stated I had only to be told I hadn’t and that the request was put in this morning coz mandy saw it. After asking who gave mandy the request the receptionist knew that it had been me the day before. Very rude after explaining I’d been on hold since 3.19pm for her to say to me well I’ve only got you down for 5 mins! I had been ringing since 3.19pm and tried every single line 1,2,3,4 & 5 continuously since that time.After feeling so depressed n low before trying to get an app also,I now felt even lower.I found receptionist very condescending n patronising
Visited June 2023
Review titled Bewicke Medical Centre
Replied on 15 June 2023
Dear Claire McFarlane I am sorry to hear that your recent experience at the practice was not good. I have investigated the concerns raised and as our calls are recorded, I have had the opportunity to listen into the call. Firstly, again I sorry that you waited such a long time to get through the practice. I have checked through our call system and have identified that the receptionists answered over 393 calls on the 13.06.2023. This is around one call answered and dealt with every 1 minute and it showed an average waiting time of 5 minutes, so we clearly had a very busy day on Tuesday. The demand for appointments continues to rise and with our current staffing issues we are only able to have two receptionists answering the phones each day. I have been unable to identify why you were on hold for such a long period from our call monitoring system. However, I have listened into the call and feel that the receptionist did not come across condescending. Although I would agree that they could have explained more clearly the process so understand why you feel they came across condescending. The prescription request was sent through to Dr Richardson on the 13.06.2023 and she did sign this at 19.46pm. Normally prescription requests take up to 48hrs to process so as you had requested in on the 12.06.2023 it would be ready for Wednesday 14.06.2023 after 2pm. As this was an urgent and as it is a controlled drug a note sent through to Dr Richardson to process as soon as possible. Once again, I am sorry that you feel your experience was not good. I have spoken to the receptionist, and they also wish to apologise if you feel that they came across in a condescending way this was certainly not their intentions. If you wish to discuss this further, please contact the surgery and the Operations Manager Tracey will be able to assist you.
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Review titled Booking appointments
Rated 4 stars out of 5
by Anonymous - Posted on 03 January 2023
Rang to book an appointment, tried to pre book appointment as my problem was not urgent and did not want to take an appointment on the day that someone urgently needed. Was told that the surgery did not make pre bookable appointments after 2pm and I would have to ring on the day or she could offer me an appointment before 2pm. I explained I worked until 4pm so this would be no good. I explained that I have previously rang on the day for an appointment and unable to get through or when I did I there was no appointments left and told to ring back. I was not offered any alternative. Looks like I will have to put a holiday request in at work so I can get a doctors appointment. Not sure why they cannot give you an appointment after 2pm when the surgery is open? I find Bewicke very hit and miss when dealing with them. I have in the last year had a cancer diagnosis and treatment and can not thank them enough for there fast action on arranging hospital referrals etc. Things could have been very different if they did not act as quick as they did. A big thank you for that.
Visited January 2023
Review titled Bewicke Medical Centre
Replied on 16 January 2023
Thank you for taking the time to give us feedback. I am sorry to hear that your recent experience at the practice was not good. The practice offers pre-bookable appointments throughout the day however I can only assume that those after 4pm had already been booked. We currently have quite a few new staff members in our reception team and your feedback has clearly identified a training issue that needs to be addressed. I can assure you that this will be discussed with the team to ensure that the communication between patients and staff is clearer without any misunderstandings. Once again I am sorry that you had a bad experience if you wish to contact the surgery again and speak to the Operations Manager she can see if we can accommodate your request.