Inspire Health - Ratings and reviews
Reviews
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Review titled Appalling service
Rated 1 star out of 5
by Janine - Posted on 01 May 2024
Daughter tried to request appointment on line at 8.02 but it was full to capacity for the day! I then phoned and was answered 30 mins later,asked for date of birth which I gave and then the phone was put down (not the first time this has happened to me). I phoned back and explained what had happened and was blanked on the matter. The receptionist was curt, unfriendly and asked irrelevant questions. Getting an appointment for sick children(or anyone) is like wading through treacle with many obstacles put in the way as a deterent
Visited May 2024
Review titled Inspire Health
Replied on 02 May 2024
Dear Janine, Thank you for taking the time to leave your comments and review. We are certainly very sad to hear of your experience. Unfortunately, the practice (alongside others) have been experiencing telephony issues with the network on multiple occasions and this very much sounds like what you have described. That being said, we feel that if patient identifiers had been provided, it would have been reasonable to attempt to call you back following the call disconnecting. This is the normal procedure that is expected of the admin team and we therefore wonder if the administrator was unable to return the call due to the telephone network issues. We are sorry for any inconvenience this may have caused. If you would like us to investigate this matter more specifically, please do get in touch with the practice. Warm regards, Inspire Health Management Team
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Review titled Understanding receptionist
Rated 4 stars out of 5
by Anonymous - Posted on 30 April 2024
Received a phone call from a the receptionist to arrange an appointment she listened to me and was understanding of my circumstances and she made me feel I wasn't being an inconvenience when arranging a suitable appointment time. Thank you, very caring and professional
Visited April 2024
Inspire Health has not yet replied.
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Review titled Appalling service.
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2024
I called this morning to try and get an appointment with a GP and was told to call again this afternoon. On the phone from 17.15 having tried earlier and got the we are really busy spiel. It took until 18.10 for my call to be answered, to be told that appointments had been fully booked since 17.30. Given that this is an appointments line and that they knew that they were full for 45 minutes before they answered my call, why waste my time. Do they make money from keeping patients on hold? If you can't book an appointment on line then you get 2nd class treatment by the practice in relation to getting an appointment. They will only take bookings each day in the appointed hours and you can't book even a routine appointment in advance. I have been at the surgery since being a child, but it has really gone downhill since Inspire Health took over. It's like a bad joke, say Carry On again Doctor, but not as funny. I'm left with no help, and facing the phone call lottery again tomorrow if I can stand the stress and feeling that they don't really care one way or the other. Appalling customer service.
Visited April 2024
Review titled Inspire Health
Replied on 02 May 2024
Dear Patient, Thank you for taking the time to leave your review and comments. We are saddened and sorry to hear of your frustrations and experience. Unfortunately, the pressures on the NHS mean that obtaining an appointment is not as straight forwards as it once was 20 years ago for example. We would like to assure you that GP practices are not paid money to simply keep a patient on hold on the phone. Our administration team work very hard working through these calls on a daily basis however the demand often outweighs the resources available. A patient is welcome to request an appointment by either calling the practice and having an administrator submit the medical request on your behalf, or a patient is welcome to submit this request online themselves by going to the Inspire Health webpage. Urgent Appointment requests opens at 08:00am and for routine requests, it's open at 5pm. These services close at 10am and 6pm or unless capacity has been reached beforehand. Sadly, 99% of the time, capacity is reached quickly and this is the same for all practices nationally given the demand and capacity. We are not sure on your specific circumstances as to whether you can complete the online form yourself(although the assumption is this would be possible given you were able to access the internet to leave this review), but if you are able, this may be the easier option rather than calling the practice and being on hold. If you would like the practice to investigate this matter more specifically, please contact the practice. Warm regards, Inspire Health Management Team
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Review titled Amazing staff
Rated 5 stars out of 5
by Louise - Posted on 08 April 2024
Great staff amazing doctors and nurses was poorly for 2 weeks with my chest before ringing I kept saying it’s just a cold. After I went and they given me medication and even sent me a text on the Saturday telling me if I was better by Monday I had to go back. Rang on the Monday at 8 am and by 8.15 I had a call back with my appointment time
Visited April 2024
Inspire Health has not yet replied.
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Review titled Feedback For Cholesterol Consultation
Rated 4 stars out of 5
by Susan Hancox - Posted on 20 March 2024
I felt that I was dealt with politely & professionally. All my questions were addressed both verbally & with visual aid, in an unhurried manner.
Visited March 2024
Inspire Health has not yet replied.
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Review titled Better than I first thought
Rated 3 stars out of 5
by Anonymous - Posted on 24 February 2024
Having tried to make an appointment 1st at the surgery 2nd by phone and then finally by asking my wife to help as the hours available to submit don't fit in with work she made the appointment for me, I was dismayed at how difficult it all is. The people who have come up with the process must just lead different lives to most people I know as the hours that you can actually make an appointment are at each end of the day when people are just busy. Why you can't just make an appointment at any given time as you can with a car, a chiropractor, a chiropodist, dentist etc is beyond me. That bit is poor. However once you have got through the process everyone I have come in to contact with has been great. If the barriers to communication with the practice were removed or changed I would recommend it without hesitation. A small change hear and there would make this practice good. Hopefully there is a will and desire to do this.
Visited February 2024
Review titled Inspire Health
Replied on 29 February 2024
Dear Patient, Thank you for taking the time to leave you comments. I am of course sorry to hear of these but feel somewhat reassured that the clinical care itself was to your satisfaction. We fully understand and share patients frustrations that in recent years it has become increasingly challenging to access an appointment. Inspire Health moved to a 'Total Triage' based system in February 2023 as supported by NHS England and the Governement. Since this service has been implemented, a much larger number of patients are now being provided with the appropriate level of care as they are being sign-posted appropriately. Unfortunately, as with any system, a practice cannot offer an unlimited number of appointments and there must be a limit. I am however sorry for the inconvenience you experienced. If you would like this matter to be investigated more specifically, you are of course welcome to contact the practice by using our online complaints form. This can be found on the Inspire Health website. Thank you again for taking the time to leave your comments. Warm regards, Inspire Health Management Team
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Review titled Charging for an appointment
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
I tried to make an appointment and was told that I would be charged, despite all of the NI and taxes that I already pay. Since when did this become a private clinic and if it is, why isn't the service better to I will be looking for a new GP
Visited February 2024
Review titled Inspire Health
Replied on 29 February 2024
Dear Patient, Thank you for taking the time to leave your review. I am naturally sorry to hear of your frustrations. I am somewhat unsure as to the specific circumstances surrounding this and I would of course welcome you to come forwards so we could investigate this matter more specifically. Under normal circumstances, accessing a GP appointment is free and covered under the NHS contract. There are however a few circumstances, where cover is not provided under the NHS and therefore would be considered private medical work. These could include things such as private medical examinations or incidents following an RTC. As a result, these may incur a fee. I wonder if possibly this specific review is in relation to the latter. Please see the BMA (British Medical Association) guidance surrounding charges following an RTC. https://www.bma.org.uk/pay-and-contracts/fees/fees-for-doctors-services/fees-for-emergency-treatment-in-a-road-traffic-accident As mentioned, we would be happy to investigate this matter more thoroughly should you wish. If you would like this, please do contact the surgery. You are able to submit a complaint over the telephone, in writing or by accessing the online complaints form which can be found on the Inspire Health website. Warm regards, Inspire Health Management Team
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Review titled Brilliant service
Rated 5 stars out of 5
by Susan Downs - Posted on 23 February 2024
Got an appointment straight away, spoke to an health care assistant or doctor, not sure which, but very helpful, got an appointment the same day, within walking distance of my home, v pleased with the service.
Visited February 2024
Review titled Inspire Health
Replied on 29 February 2024
Dear Susan, Thank you for taking the time to leave your feedback and lovely comments. We are very pleased to hear of these. I will ensure these comments are fed back to the team! Warm regards, Inspire Health Management Team
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Review titled Poor Service & No Appointments
Rated 2 stars out of 5
by Anonymous - Posted on 12 February 2024
Every time I call bang on 8am I am around 10th place in the queue and by the time they get to me at 8:15-20 they are fully booked. I had a chest infection and I have asthma and they made me call 3 days in a row. Each day they said they had no slots left, and to go to A&E, who actually were so busy they posted a video online saying please stop coming. The 3rd day when they told me they had no slots left I had to beg as I couldn’t breathe, and had to stop every 3 words to catch my breath. They had to then find a doctor and ask if it was okay for me to be seen. I’ve now been struggling with a back issue. I called bang on 8am. I was 11th in the queue. I got through at 8:20 and they told me they were at capacity and to call back at 5pm. I tried the online form on their website but it said fully booked too. At 5pm I couldn’t get my call to go through, I would click through the options (both 1 and 2) and it would say they are experiencing too many calls and to keep trying. Then it would hang up. It did this several times and I kept trying. By 5:10 it connected, and said I was 19th in the queue. I got through by 5:45/50 and the woman said as it was 10 to 6 there were no more slots and that I should’ve called at 5. I said I tried to but I kept hanging up and eventually it took me to 19th in queue which I waited 40 minutes. She said that phone lines were steady but not over busy and that it was strange… as if this didn’t happen?! I then said how I’d tried on the NHS app at 5:10 too and it was closed already. And how I’d called at 8am and after 10 people in front of me they were fully booked?! Disgusting service. Not enough appointments. Serious neglect of people’s health and wellbeing. Always been the same but has gotten so much worse within this past year or two. Have to literally beg to be seen. And yet when I had an appointment with a suspicious mole on my neck, I waited 30 minutes over my appointment time, sat down in the room, was then given the all clear and was in there less than 10 seconds. So why the wait and why not more appointments?
Visited February 2024
Review titled Inspire Health
Replied on 22 February 2024
Dear patient, Thank you for submitting your review for the practice. I cannot investigate this as reviews do not hold patient identifiable data. Should you wish for us to look into this for you, please visit our website to do so. In regards to your review, there are a few points I would like to speak about. BMA guidance suggest a safe number of appointments that GP's and other clinicians should see patients in each day. Most days, our GP's and other clinicians are seeing above the BMA guidance due to demand, on top of all other background processes and work. When we are at full capacity, this means that the GP's and other clinicians have no other space to book any appointments in and doing so could be clinically unsafe. Whilst a member of our team may have said that the lines were steady, they cannot see how many patients are queueing and if there has been a patient with a complex call that has taken some time. Our call centre and triage team work hard and efficiently to try and deal with queries in the quickest and safest manner to enable patients to navigate our system better, but unfortunately we cannot control how many patients are calling the surgery. The issues that you have mentioned are that of a wider NHS. Ultimately, many practices are struggling to meet the demand for patients which is why other options outside of the practice are becoming more regularly available. We apologise for any inconvenienced caused for you on this instance and if you would like to contact us, please do so. Sincerely, Reece Operations Manager
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Review titled Professional and Kind
Rated 5 stars out of 5
by Anonymous - Posted on 11 January 2024
The nurse appointment I attended at Avenue House was conducted by a very professional compassionate and understanding lady. Some tests can cause much anxiety, but I was treated with kindness and put at ease.
Visited January 2024
Review titled Inspire Health
Replied on 31 January 2024
Dear Patient, Thank you for taking the time to leave your positive review and lovely comments. I will ensure your comments are fed back to the team! Warm regards, Inspire Health Management Team