Fellview Healthcare - Ratings and reviews
Reviews
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Review titled Helpful receptionist
Rated 4 stars out of 5
by Kevin Powe - Posted on 18 April 2024
I tried to get an appointment today for a medication review, as my medication wasn't working that well, although I didn't get an appointment, the staff was very helpful and steered me in the right direction.
Visited April 2024
Review titled Fellview Healthcare
Replied on 26 April 2024
Dear Kevin, Thank you for taking your time to upload a comment via this website. I am sorry that making an appointment was difficult but we really appreciate your kind words about how the team were able to help you. I will ensure your feedback reaches the full team. Even the smallest of compliments is a great boost to the team, we appreciate that you have taken the time to mention them. Kind regards Alison Patient Experience
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Review titled Poor management and patient service
Rated 1 star out of 5
by R Parker - Posted on 10 April 2024
I am having treatment for cancer have routine blood tests made every month to eight weeks. I tried to make an appointment for these routine bloods yesterday (9/4/24). I was unable to even get on the phone queue to speak to a receptionist until after 4pm in the afternoon. After I finally got on the list at no. 10 position, it took over 20 minutes to speak to the receptionist. When I explained that I needed an appointment for routine bloods and an appointment for my second Shingles injection I was subjected to a list of questions about who authorised the tests, what the last dates were and it became obvious that the receptionist was under training and unsure of what was required. After 20 more minutes I was no further forward in making the appointments and I felt that I was continuing to be interrogated about my previous test schedule and I was not believed that the tests needed doing. The requirement for these routine bloods should have been clear on my records. When we moved on to the Shingles injection the interrogation continued. As a patient I was made to feel that I was calling under false pretences and should have waited for a health professional to contact me to tell me I needed the bloods and shingles injection. I understand that staff need training and none of this was the receptionists fault, but the way appointments are being managed is unhelpful and time wasting. To be on the phone for over an hour just to make a couple of routine follow up appointments cannot be the best way to manage appointments especially if there are more patients waiting to get through. I discovered a lump whilst on holiday and as I need to be aware of the potential for secondary cancers, I needed to make a further appointment to see a doctor. I attempted to make an appointment the next day. Once again I was unable to get in the appointment queue until after 10am. I was then told I there were no more appointments and I needed to call again the next day. I will therefore need to call 111 to find out an alternative way to see a doctor. I am really unhappy with Fellview Healthcare’s management of patient’s appointments and communication standards. I had occasion to complain about the poor communication standards before and was reassured by Professor Howarth that the management issues were being dealt with and set to improve. This has clearly not happened and appointments have got worse. Whilst I understand the need to ensure that appointments are valid and not a waste of resources, but I cannot believe that there are that many people who call in to make a bogus routine blood appointments and warrant this kind of patient treatment. I do not have any faith that Fellview Healthcare will improve anytime soon and my wife and I are actively considering changing to another practice.
Visited April 2024
Review titled Fellview Healthcare
Replied on 15 April 2024
I was sorry to read your review about the practice. It is difficult for us to respond to your comments on this public website as you have shared personal details about your individual health concerns. I trust that you understand that we are respecting your privacy. The practice will be in touch with you as a response to the individual email that you have sent to the complaints team. With our very best regards, Alison Patient Engagement
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Review titled Appalling receptionist
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2024
Monday: After an injury, I call for appointment. Don’t get through. Fill in online form for sick note. Message says turn around is 3 working days. (Fair enough) Call reception on Monday afternoon to make sure this has been received. Told the turn around is usually 48 hours, so should be ready by Wednesday. (Fine) Call reception on Wednesday afternoon to be told it wasn’t ready but should be by tomorrow. (No worries) Call reception on Thursday and speak to someone who sounds very helpful, telling me I’m fifth in the queue, she expects it to be dealt with by end of her shift and she takes my email to forward it to me. (Great! At last we’re getting somewhere.) Call reception Friday morning to be told it was unlikely the sick note would be with me today and the previous person had got it wrong (not ideal) Call reception Friday afternoon to be told a doctor would be calling me on Tuesday. This person was thereafter offended and annoyed by me daring to question why it would take six working days to arrange for a sick note to be signed off. She thought it appropriate to talk over me, interrupt me, patronise me and show not a scintilla of care or patience. (Absolutely ridiculous) So it’s not completely because of the long wait. Everyone is aware how stretched things are, but customer service (which is essentially a receptionist’s job) should be at least 7/10, maybe 6/10 on a bad day. If the final receptionist I spoke to worked for a company, I wouldn’t use that company again. She was literally a 3/10 at best. Getting defensive like that over what was a fair question, was disgraceful, unprofessional and puts the surgery in a bad light.
Visited April 2024
Review titled Fellview Healthcare
Replied on 15 April 2024
I am very sorry that you have cause for concern. We appreciate all patient feedback and it is good to know what our patients are thinking. With your review being anonymous, I am unable to look into this at the moment. Please contact the practice complaints team on nencicb-cu.fellviewhc.complaints@nhs.net and provide us with your name, DOB and the telephone number used to contact the practice as this will enable us to address your concerns and listen to the recorded calls available to us. Kind regards Patient Experience Team
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Review titled Awful
Rated 1 star out of 5
by Shocked - Posted on 11 April 2024
After been seriously ill for months also suffering from anxiety depression andPTSD after finally getting an appointment the nurse was brilliant did everything she could and said would be sensible to make appointment at reception to discuss results in a week or so . Receptionist point blanked refused. Told me none available that month . Feeling desperate said the next month would be fine .. then proceeded to talk down to me and tell me there was none the following month either . I offered to wait so when there was time they could check with the nurse if I needed the appointment. Said no . Woujdnt give the name to make a complaint and walked away from the desk slamming the door behind reception behind her . Not only was it a struggle to ask for help but to be spoken down to rudely in a room with others in is disgusting and is absolutely no excuse for it . It’s definitely made it harder again to seek help when you receive this kind of behaviour. Very upset and dissapointed
Visited April 2024
Review titled Fellview Healthcare
Replied on 15 April 2024
I am very sorry that you are experiencing ongoing health issues and had a difficult experience whilst trying to book a follow up appointment at reception. We understand this was an upsetting experience for you as a patient, and for the staff present. We respect the privacy of all involved but it is disappointing that have taken the time to post your review on public website where the readers of this review are unable to have a complete picture of what took place. As you have also contacted the practice directly with your complaint we will process this through our formal complaints process and we will provide you with a written response. Kind regards Patient Experience
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Review titled Unsatisfactory service
Rated 1 star out of 5
by A Rowell - Posted on 03 February 2024
Having had heart surgery at Freeman Newcastle a follow up appointment resulted in a change of medication which Freeman sent a complete list of to beech house Egremont I also received a copy dated 25th of January 2024, enquires to the pharmacy I use proved negative. I decided to take my letter direct to beech house as proof and they denied ever receiving such despite Freeman hospital confirming it was sent, a lady from prescription line took a copy and assured it would be processed and all my needs sent to the pharmacy as soon as possible. The items of medication numbered 12, I also pointed out it had been for many years usual for me to travel abroad for a lengthy period of time and 2 month’s prescription was always issued without problems. Only yesterday I visited my pharmacy to receive 2 items for a period of 28 days. My position is one of frustration and amazement at the sheer incompetence of those responsible at beech house Egremont which leaves me 48 hours of working days for them to sort out my needs otherwise my holiday will result in cancellation. The issue of the letter of instruction from Freeman hospital gave them more than enough time and even if you consider from the time they were shown my copy of the letter it still remains to be seen if 4 working days is enough for them to inform the pharmacy of my needs. During the past 6 months I have undergone open heart surgery, a further two procedures resulting in spending over 7 weeks in 3 hospitals, the stress these people inflict on their patients is unacceptable and needs addressing
Visited February 2024
Review titled Fellview Healthcare
Replied on 15 April 2024
Thank you for taking time to upload a comment to the NHS website regarding Fellview Healthcare, and for your direct contact in the practice with your concerns. I am sorry that you have suffered ill-health over the last few months and I appreciate how frustrating it is for patients to navigate the different services between their GP and secondary care. At Fellview we actively encourage patients to come to us with their concerns and we will not respond to an individuals concerns on a public website. I hope that the responses already sent to you were helpful. with our best regards Alison Patient Engagement
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Review titled negative attitude.
Rated 1 star out of 5
by MONALEAGH ADAMS - Posted on 05 October 2023
went to Fell view surgery this morning to ask if they had the result of the X--ray taken on the 18th of September. I was told by the receptionist I could not see a doctor or receive a phone call from a doctor for the whole of October. I was very upset as I have arthritis in my hips and in chronic pain. I telephoned 'choc' as I needed help and was not getting any from fell view . The ''choc'' doctor was able to tell from looking at the X-ray (he managed to fine in seconds) My hips needed surgery as it was bone on bone. I was to go back to Fell view and get a letter of referral for an Orthopaedic consultant as soon as possible. On return to Fell view to asked for help on this matter , I was greeted with the same negative response! You will get a phone call!!But when I do not know. I am 74 and would really like to carry on walking my dog, but to do that I will need a hip replacement and the way I was treated at Fell view I most likely have to wait until I am housebound before I get any help from this Health centre .
Visited October 2023
Review titled Fellview Healthcare
Replied on 20 December 2023
I was sorry to read your review about the practice. Many patients choose to contact the practice in the first instance and ask us to look into their concerns, or to submit their complaint... It is difficult for us to do anything to help when you have posted your health concerns on a public website. I am unable to respond to individual concerns due to confidentiality and data protection laws. If you would like me to look into any concerns you have I can be contacted by emailing nencicb-cu.fellviewhc.complaints@nhs.net Kind regards, Alison Patient Engagement
Provided by Care opinion
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Review titled Poor service
Rated 1 star out of 5
by Robert Allen - Posted on 21 September 2023
I've tried multiple times to get an appointment by rigging the Cleator Moor surgery; it has been a complete waste of time, you just get cut off. I'm thinking of changing my practice, but locally they all seem to have the same problem. Asking survey questions on Dignity and respect, Involvement in Decisions, Providing accurate information are pointless when you never get to see or speak to anyone!!! Is this surgery the best of a poor bunch, I can't honestly say, but it feels like it.
Visited September 2023
Review titled Fellview Healthcare
Replied on 25 September 2023
Mr Allen, I am sorry to read of your problems when you try to call the practice. We report any fault issues to the external company who manage our phone lines when we are made aware of a problem. It is helpful to us if you can report when this happens so that we are able to contact our telephone supplier to report a fault. Without the detail of this happening we are unable to try and get it fixed. Please do drop us an email at nencicb-cu.fellviewhc.complaints@nhs.net if you experience any further issues and we will report the fault. If you are unhappy with the practice, or your care and treatment you do have the right to complain. Please contact nencicb-cu.fellviewhc.complaints@nhs.net and provide your full contact details and a note of your concerns if you wish to raise a formal complaint. You have also mentioned that you are considering changing your practice. Taking care of your health is a joint venture between you, your doctor and the practice. It is one that relies on a relationship of trust. Trust is an essential part of healthcare. If you have lost trust or faith in Fellview Healthcare to manage your health you do have the right to choose another GP practice within the area without having to provide them a reason. Kind regards, Alison Patient Engagement
Provided by Care opinion
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Review titled Awful system
Rated 1 star out of 5
by Anonymous - Posted on 07 June 2023
Rang up all this week to talk about anxiety and mental health. “Sorry nothing left today try again tomorrow” No wonder people don’t speak up. This surgery doesn’t class this as an ‘emergency’ so you have to suffer on your own. Wont even offer help from other services. Wont be ringing again.
Visited May 2023
Fellview Healthcare has not yet replied.
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Review titled Terrible phone service!
Rated 2 stars out of 5
by Charlotte McCombe - Posted on 20 September 2022
Tried multiple times to contact the the prescription line, was engaged everytime, I think I've called about 12 times, engaged tone and them automatically it hung up. I called whitehaven fellview to ask why I couldn't get through, to be told the prescription line is a hub based at beech House egremont. We'll as soon as I heard that it all made sense as beech house is well renowned fore being absolutely terrible with regards to receptionists being rude and no one answering phones. I called beech house reception to ask to the same thing, so to be told I should have been calling a different number, I said I've been calling the practice and selecting option 4 (which is the instructions for the prescription line). I called the number she gave me and it sent me straight through to where the other number had sent me! Engaged and then hung up. I ended up leaving a message which I didn't want to do as I needed to explain something about my prescription, but yet again, nothing shocks me with beech house I don't know how it's still going with the amount of complaints it gets.
Visited September 2022
Review titled Fellview Healthcare
Replied on 27 September 2022
I am sorry that you are experiencing difficulty in trying to request your prescription. The prescription line does have an answer machine where you can leave a message and this is checked frequently throughout the day. There are also alternative ways to request your prescription other than calling and this information can be found on the practice website https://www.fellviewhealthcare.nhs.uk/services/repeat-prescriptions/ If you would like to discuss this further I can be contacted by email on nencicb-cu.fellviewhc.complaints@nhs.net Kind regards Alison Patient Experience
Provided by Care opinion
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Review titled poor service
Rated 1 star out of 5
by Anonymous - Posted on 28 July 2022
Nobody to answer phones despite calling at different times of day over several weeks, not even an answer phone. No appointments when turn up in person & no call backs (this was for my ill 3y old). No use if your ill but not an emergency.
Visited July 2022
Review titled Fellview Healthcare
Replied on 01 August 2022
It is disappointing to read your review and I am concerned that you were unable to get an answer from the practice over several weeks? Fellview Healthcare is made up of four practices, each with a different phone number and patients can call any of the practice numbers to access our services. I can assure you that we do have staff in each practice answering the phones and children will always be a priority. I am happy to investigate this further for you if you can provide me with further details of when you attempted to call any of the practices. My email contact is nencicb-cu.fellviewhc.complaints@nhs.net Kind regards, Alison Patient Experience
Provided by Care opinion