Charlotte Keel Medical Practice - Ratings and reviews
Reviews
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Review titled Very difficult to speak to someone, long waits
Rated 2 stars out of 5
by Daniel Grassian - Posted on 26 April 2023
I know the NHS is really struggling and it is very apparent at this GP surgery. In person, you have to wait a minimum of 30 minutes to speak to the front desk. On the phone, it's similar. My wife and I are patients and both have had many issues. On one occasion, she had an appointment but when she came they said it had been incorrectly scheduled for the following day. Another time she was told to schedule a test, came for said test, and then was told they couldn't actually give her the test. I have been trying to get my medical records from the surgery for over a week and keep calling, filling in e-consults, everyone just tells me to do something I've already done (sending me links to forms I've already filled out), but no one will get me my records. It feels like a full-time job just trying to speak with someone at this surgery, absolutely exhausting.
Visited April 2023
Review titled Charlotte Keel Medical Practice
Replied on 26 April 2023
Dear Daniel Grassian I am sorry that you are having problems with our surgery and the long waits. However we do have a website that you can use to access medical and admin help. Normal time scales for getting your personal data is between 30/40 working days. On the front page there is a button 'contact us on line' that will mean you don't need to queue for non urgent help. I am sorry that you have had problems with tests and appointments. To allow me to investigate these problems could you give me more details via the email below. Thank you, Jane Isaac Practice manager. charlottekeelmedicalpractice@nhs.net
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Review titled Booked a telephone appointment by 111- They did not call
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2023
I was booked an telephone consultation with them via 111. They did not call. Seems nhs system is not reliable in the uk. Came to the uk a month ago (after paying heavy nhs surcharges), registered with a local GP, cannot book an appointment for 1 month now. Even 111 appointments are ignored by this practice!
Visited March 2023
Review titled Charlotte Keel Medical Practice
Replied on 30 March 2023
Dear Patient Thank you for your feedback. I am sorry that you have had this experience. To allow me to investigate the issue could you email me via our charlottekeelmedicalpractice@nhs.net and address this to Jane Isaac Practice Manager. We do have slots for 111 that they book in directly so I need more detail to see what went wrong.
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Review titled Very rude staff, not understanding situation of patient
Rated 1 star out of 5
by Anonymous - Posted on 24 March 2023
Staff is very rude , don’t understand importance of sickness , We know all GP going busy due to flue but i may seen doing nothing but they don’t give any appointment to patient What to do for that ?? Where to go for appointment ?? We are also human as they are
Visited March 2023
Review titled Charlotte Keel Medical Practice
Replied on 30 March 2023
Dear Patient Thank you for your feedback. I am sorry that you feel our service isn't up to standard. Could I ask that you email me Jane Isaac Practice Manager via charlottekeelmedicalpractice@nhs.net and give me more information of date and time to allow me to investigate. You are correct the service is very stretched however our health navigators are trained to ask some questions to direct patients onto other parts of the NHS to ensure we keep our limited GP appointments for our critically ill patients. I look forward to hearing from you which will allow me to investigate your feedback. Thank you Jane Isaac
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Review titled Impossible to see a doctor
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
I re-registered at the practice recently, as I used to be very happy with them but it seems like things have changed. Judging by the other negative reviews, I'm not alone with my experience. First I tried to get an appointment for a worsening strep throat. I've been told that I'll be referred to a pharmacy and to expect a call from them. I never received a call from the pharmacy and had to contact them myself - it turned out, the referral wasn't made. Next I tried to get an appointment for a long ongoing medical and very debilitating problem via the e-service. After completing a 30min long form, I got a next week telephone appointment on a working day in working hours. Do people expect working people to take off an entire day off to just explain over the phone again what I have already written in the form? I very clearly explained that I need to be tested, which can't be done over the phone. Now, when I tried to cancel the telephone appointment, I've been 8th in the queue, waited for 40min and than, when I got to number 1 in the queue, my call was ended on the other side. I suspect, this was deliberate. I'm now looking to register at another practice asap, as I don't think I will get any appropriate help here.
Visited January 2023
Review titled Charlotte Keel Medical Practice
Replied on 24 January 2023
Dear Patient Thank you for your feedback. To allow me to investigate properly would you mind contacting me directly Jane Isaac Practice Manager. I need to check why you were cut off and review the e-consult process to see where it can be improved or to review any staff training that is needed. We have had over a thousand more patients join the surgery in the last year and so are trying to recruit more staff to help with this increase in work. I am really sorry that you have had this experience. I am really sorry for the poor service, please feel free to contact me : janeisaac@nhs.net Jane Isaac Practice Manager
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Review titled Just don't try and get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 07 January 2023
It seems that this practice goes out of it's way to ensure no one ever sees a doctor. Can't get through by phone. On-line consult results in a 12hr phone call window 2wks later for a call you've advised you can't take. Feels like you have to persuade someone to see you despite meeting criteria for being seen. Basic review requirements not met, prescriptions not issued correctly and a patient survey link that doesn't work. Couple this with the constant messaging asking you not to contact them and the whole system feels futile. Just answer the phone and see patients, please, instead of constantly buffering people worried with health concerns. There's obviously great stress in the system and I only tried to request an appointment as I needed one and a meds review as requested but it seems to take 3 appointments to get 1 appointment. I, personally, have found the inefficiency and lack of understanding at this practice mind blowing.
Visited December 2022
Review titled Charlotte Keel Medical Practice
Replied on 10 January 2023
Dear Patient I am really sorry that your contact with us has not been good but thank you for spending the time to write this review to let us know. You are correct our phone lines are very busy. E-Consult should reduce the pressure on our phones and anything clinically urgent will be flagged the same day. Please contact me Jane Isaac the practice manager so that your issues can be addressed to give us the opportunity to review and improve as I need to have a little more information regarding the prescription and survey link. We do have a pharmacy team who are able to do a medication review and so I need to know why that wasn't offered. I am sorry that you found our systems inefficient. I look forward to hearing from you. It would be good to know when you contacted us so I can review your concerns. Jane Isaac Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Grald Owens - Posted on 17 November 2022
The staff on the desk were brilliant, very helpful and informative all delivered with a pleasant smile and friendly chat, I was sincerely impressed. the doctor I saw was once again attentive and friendly and informative. I have no qualms about recommending this practice to anyone.
Visited November 2022
Charlotte Keel Medical Practice has not yet replied.
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Review titled Great Service
Rated 5 stars out of 5
by Hannah O'Sullivan - Posted on 24 July 2022
Really great service from all staff. I was really unwell and didn't know if I should call. My concerns were taken seriously and I was able to speak to a doctor. Happy with the service provided and would recommend to friends and family.
Visited July 2022
Charlotte Keel Medical Practice has not yet replied.