Eleanor Cross Healthcare - Ratings and reviews
Reviews
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Review titled Shocking Experience
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
My son 6 year old son had been unwell all night with dizziness, sore throat and just not himself. School said there was an illness going round school and I should get him checked out. Called the surgery at 9am after taking my eldest to school. Receptionist straight away said you need to call back tomorrow at 8am all our apportionments are gone for today and we close at 12.30 for training. I said that ridiculous as there are hours left and it's really quite important. She said ring 111. I said all 111 will do is ask them to give me an appointment. Her tone became quite defensive and she said I was being rude. I was calm,just concerned for my child. She then said there are emergency appointments, I said can we have one she said no there is a process, call 111. I called 111 who were amazing and even spoke to my 6 year old on loud speaker. After the initial call a children's nurse called from 111, she was great asked questions and spoke to my son again on loud speaker, she asked me to hold and came back and said I have called your GP and they will give you an appointment today we suspect Scarlet Fever. Unbelievable this could have been resolved nearly 2 hours prior. Reception the called me and said "we would like to offer you an apportionment". When I was siting in the waiting room at Whitefields surgery a receptionist was taking extremely loud about "a rude one" she had come to the surgery this morning, a mother with her 18 year old daughter with a fungal nail. She then proceeded to moan about the mum and relay her experience that she had to pay private to get her own child's fungal nail treated so why should this woman's child have an appointment on the NHS for it. I was absolutely shocked. The receptionist then said "I had an appointment free but I wasn't giving it to her". I was appalled. How does a receptionist get to decide who appointments are allocated to and she should be completely impartial. My son was seen by a lovely nurse and she was quite sure she had scarlet fever and treated him accordingly. I can for sure see why Delapre / Whitefield are rated inadequate with the services provided from the receptionists and their attitude towards patients.
Visited February 2024
Eleanor Cross Healthcare has not yet replied.
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Review titled Absolutely horrible practice
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2023
Zero respect for the patient. Zero interest to improve things. Superior attitude all the time from the reception team. Every appointment needs to be done through Anima which is only working for a few minutes every day, the staff refuses to make phone appoinments, so unless you are free at 8 sharp in the morning, but also sick, and quick on your phone and laptop (it's a rat race) you won't get help easily from your surgery. You'll be told to call 111, and surprise-surprise, 111 will ask you to call the surgery back. And the surgery might simply tell you you'll get a call back. At some point... I wouldn't recommend this surgery to anyone.
Visited December 2023
Eleanor Cross Healthcare has not yet replied.
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Review titled Gets bad press
Rated 4 stars out of 5
by Anonymous - Posted on 09 June 2023
this practice has had some bad reviews but i can honestly say that i have always had a pleasant experience. Previously it was hard to get through in the phone and the online process is ok but recently i have been called back quickly & a plan made. Definite improvements - good that there is always the option of Whitefield's if needed.
Visited June 2023
Eleanor Cross Healthcare has not yet replied.
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Review titled I dont recommend this surgery.
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
I have a lot of bad experience at this surgery, but I will write one. To make kids appointment need to use anima, without anima you can not make appointments. On anima you can send message from 8:00 am to 8:03 am after 3 minutes they are fully booked. How is this possible?this happend every single day
Visited May 2023
Eleanor Cross Healthcare has not yet replied.
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Review titled Got worse since covid
Rated 2 stars out of 5
by Anonymous - Posted on 05 September 2022
Trying to get through to the surgery is a waste of time left on hold for a ridiculous amount of time something needs to be sorted at the practice more reception staff needed
Visited August 2022
Review titled Eleanor Cross Healthcare
Replied on 26 September 2022
Thank you for your comments regarding the telephone waiting times. We apologise that the service you experienced was not up to the standards you or we would expect. Recruitment of staff at all levels is more difficult than ever before and there is still the ongoing added pressure of staff sickness associated as Covid is still circulating; so, I’m very sorry if waiting times are longer than expected. We recruited several new staff this month alone to help address this issue.
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Review titled Impossible to get through
Rated 2 stars out of 5
by Anonymous - Posted on 11 August 2022
I don't even have a clue who my GP is but when trying to make an appointment it has taken 4 calls between me, GP to Me, Me to Reception, GP to me again, to even get an appointment. I have an urgent prescription query and cannot get through on the phone. You cannot be expected to sit on the phone waiting to get through for 30-40 mins at a time every single time. They clearly need more staff. The service went down when they merged two practices. What happened to the early morning walk in service they used to offer? I recently had an appointment, first one in about 3 years, they were late by 25 mins and then I was rushed through my appointment and didn't feel listened to or that I had even had a chance to discuss my symptoms in full.
Visited July 2022
Review titled Eleanor Cross Healthcare
Replied on 26 September 2022
Thank you for your feedback and observations. You are registered with the Practice, not an individual GP, although we do recommend that you see the same GP for any ongoing issues for continuity. We internally allocate patients to GP's to help with the distribution of the workload - this is your Usual GP. As highlighted in the UK Press over several months; since we started to come out of pandemic conditions GP Practices have been busier than ever before and recent figures show that the number of appointments is running at approx. 25% above what they were pre-pandemic. This increased demand has put an enormous amount of strain on all practices, including ours. Recruitment of staff at all levels is more difficult than ever before and there is still the ongoing added pressure of staff sickness associated as Covid is still circulating; so, I’m very sorry if waiting times are longer than expected. We recruited several new staff this month alone to address this issue. I apologise if you felt you were rushed during your last appointment and that you had to wait longer than we would like. Finally, the two practices merged over 10 years ago. If they hadn’t there was a strong possibility Whitefields Surgery would have closed. The Walk-In clinic you refer to ended shortly afterwards because it was not possibly to manage the demand. GP Practices are not Walk-In Centres and work more efficiently when using an appointment-based system.