Springhead Health - Ratings and reviews
Reviews
-
Review titled Rude receptionist
Rated 3 stars out of 5
by Mark - Posted on 05 April 2024
I came to the practice to pick up a urine sample kit the receptionist gave me the kit and read out loud my symptoms so everyone could hear.I told her I could read as I had received a txt confirming the reason why I needed to do another sample she said she would not bother again.I think medical information is private and not for all the surgery to hear.This is my first bad experience with the surgery but was not happy with her attitude.
Visited April 2024
Review titled Springhead Health
Replied on 11 April 2024
Dear Mark, Thank you for your comment. I am sorry to hear of your experience. I would expect a high level of service for patient contact from our staff. It would be really useful to have further details on this incident so I can investigate fully. Please kindly email me directly on feedback.springhead@nhs.net. Thank you. Kate, Operations Manager.
-
Review titled Impressed with the service.
Rated 4 stars out of 5
by Sandra - Posted on 02 March 2024
I have to take up to 10 tablets etc each day and it was suggested a couple of years ago I signed up for Batch Repeats. Which means I get them automatically sent to my nominated pharmacy approx every 8 weeks for 3 batches then I have to ask for them to be re-authorised before the next set of 3 can be issued. To start with there were times when I wished I hadn't bothered, as things got missed out or I hadn't been advised at the start that I needed to request the re-authorisation of the batches. It was a trial and error way of getting the meds in line with each other.But with every set back the Patient Lead member of staff got it sorted for me. Brilliant I thought. This week I sent in my request for re-authorisation and asked if it was possible for them to give me the dates when they would be available to pick up for my Pharmacy. I also asked what I needed to do if I needed to pick up my Batch early due to a holiday away from home. To be honest I thought I was asking a lot of the team as I know they are very busy with Scripts each day. However, after sending my email mid morning I had a reply from the team later that day to say they were processing my request and that once signed off by a Doctor/Clinician the batches would be available on the 3 dates they gave me. They then advised the best way to get a batch early if needed. Finally they advised that I had a Medication Review due and gave me the date and time. I have to say I was very impressed by this and also the time in which they took to reply. This was a major improvement from when I first started this way of getting my meds. So congratulations to the Prescription Team. Personally I feel that the service has improved greatly over the years. I hope it continues in this way in the future.
Visited March 2024
Review titled Springhead Health
Replied on 06 March 2024
Dear Sandra, Thank you for taking the time to leave your feedback. I am glad you have received great service from our prescription team. Its lovely to hear that you have noticed an improvement in the service we provide. I will share your feedback with the prescription team as well as the wider team. Thank you. Kate, Patient Engagement Lead.
-
Review titled Terrible practice service
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
I had an appointment booked. Thinking I got there 5 minutes early apparently I was 10minutes late whether I got the wrong time or not I was pre warned there may be a wait what happened to the 15miutes rule? Its hard enough getting an appointment at this place let alone getting a highly paid professional refuse to see me when I'm already suffering with Anxiety and Depression. They really don't seem to care about their patients reading the other reviews the lady at reception.who seemed polite enough told me to do the e consult Monday but I explained I will be working during those hours. It seems impossible to get an appointment unless you're not working full time like I am! It really isn't a fair service. I also had my repeat prescription I need for my allergies rejected which is ridiculous as I've had long term Rhinitis since childhood adding to the stress and impossible task of getting the treatment I need! I wish I could join a different surgery as this place is honestly terrible and judging by others reviews and people I've spoke to everybody has said the same about the surgery!
Visited February 2024
Review titled Springhead Health
Replied on 19 February 2024
Dear Patient, Thank you for your feedback. I am sorry to hear of your experience. When a patient arrives late for an appointment, it is at the discretion of the clinician as to whether they still see the patient or not. If the patient is late by 10 minutes or more, their entire appointment time has passed and in most cases, the patient will not be seen. It can prove difficult to see patients who arrive late as this impacts other patient's appointments. I would like the opportunity to look into this for you, as well as the prescription issues, please kindly email me on feedback.springhead@nhs.net. Thank you, Kate, Patient Engagement Lead
-
Review titled Unfortunately not a great start
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
As a healthcare professional myself I feel saddened that I feel compelled to write a review. I rarely access my General Practice being a relatively fit young female, and on this occasion I’m just seeking consultation regarding a skin concern. Of course I sat on hold for 30 mins gone lunch, as to be expected, as did not want to bother them first thing as it’s not an emergency appointment, a future appointment would suffice. The receptionist I spoke with was quite abrupt, dismissive and to be honest not interested - we have no same day appointments, call back 8am Monday or submit an econsult. I explained it’s not an emergency requiring a same day app, just a routine skin check, which given the drive to assess skin ca and timely diagnosis I would like to think general practitioners would be hot on this. I get the pressures and sheer amount of numbers, and econsults help to triage and allocate the right healthcare professional, however a little compassion and empathy would go a long way. I know this General Practice is not alone in facing its battles, but it is unfortunately a stark reflection of our current health service. Nonetheless, I will try again on Monday!
Visited February 2024
Review titled Springhead Health
Replied on 26 February 2024
Dear Patient, Thank you for leaving your feedback. I am sorry your experience was less than satisfactory. We have recently reviewed the appointments and this led to us increasing the availability for pre-bookable appointments. Of course, all appointments are subject to availability. I would like the opportunity to look into your experience directly. All feedback is an opportunity to improve the service we provide. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead.
-
Review titled Disgusting service
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
I was booked in for a mental health review, and which could occur between any time from 7am -6:30pm. This call did not happen. I called the surgery where I was told that I was called at 7am and 8am, this is simply Not True. My phone has been on all day and No call and No mental health review. The receptionist was ghastly unhelpful And I am shocked. In this day and age, this surgery asking the receptionist to take notes of the problem before a GP will even see you! The receptionists are not clinically trained and it’s not fair on them either! I will Be taking matters further as this is unacceptable and frankly out of order!
Visited February 2024
Review titled Springhead Health
Replied on 29 February 2024
Dear Patient, Thank you for leaving your feedback. I am sorry to hear you did not receive your call as scheduled. I would like to resolve this directly and ensure you are receiving the care you require. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead
-
Review titled Excellent service & patient care
Rated 5 stars out of 5
by Sanvir Dhillon - Posted on 05 March 2024
I find the surgery easily accessible, and always with ample on-site parking - something I cannot say about other local surgeries ! I was thoroughly impressed with the level of professionalism of all staff, from the reception team, to the Doctor who saw me - and especially the HCA. Hats off to the Springhead Health team !
Visited February 2024
Review titled Springhead Health
Replied on 06 March 2024
Dear Sanvir, Thank you for taking the time to share your experience with us. I am pleased to hear you received excellent service from our team. I will share this positive feedback with the wider team. Thank you. Kate, Patient Engagement Lead.
-
Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
I’m taking my daughter to them since last year,l was told 3,4 time by doctors that she is referred for ENT since last May.l was tired of waiting so l called the named hospital and l was told that my daughter is never even referred there.when l called gp they said we have sent you the letter so you can choose your hospital but you didn’t choose any so we referred her to the one of our choice which has a 2 year waiting time but the problem is that,that l haven’t received any letter and the hospital is still telling me that thay don’t have my daughter’s reffral.she is only 9 years old and her nose is blocked for months,she is not breathing properly and her hearing is less then 50% and getting worse and they are telling me to wait for more 2 years.really bad! It used to be a good gp with good doctors but it is keep getting worse. You complain about a health issue they will do a blood test and if blood test is fine they will not even contact you,if the blood results is fine it doesn’t mean that my problem is not there.they don’t bother to investigate further.and you have to go through a long process again by econsult or long call queues to get to they doctor again.l am thinking about changing my gp,really not happy with them after this experience.
Visited February 2024
Review titled Springhead Health
Replied on 19 February 2024
Dear Patient, Thank you for your comment. I am sorry to hear of your experience. Unfortunately, most hospitals and each specialist areas have extensive waiting times. The surgery does not have any influence or control over the appointments once a referral has been made. I would like the opportunity to investigate and resolve this for you. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead.
-
Review titled Terrible Surgery - should be shut down
Rated 1 star out of 5
by Ian Greig - Posted on 13 February 2024
Cannot see them face to face, even after requesting this. Rude Staff, and doctors that do not care. My appointment ended up being a video call despite all notes saying it needed to be in person. Doctor was genially concerned and said he will get me a letter for emergency blood tests - so after scary me and my partner, 3 weeks passed, nothing and my wife had to chase. finally get a letter to collect, i work far away so someone went to collect for me (as they have previously) and they refused. told me to call to give permission, after 45 minutes in a queue get told i cannot give permission on a call and have to email in, just to be told that the letter isn't even for a blood test, they have done the wrong thing. I wouldn't have a job if i approached my work like this, the entire surgery is a joke and should have been closed years ago.
Visited February 2024
Review titled Springhead Health
Replied on 19 February 2024
Dear Mr. Grieg, Thank you for your comment. I am sorry to hear of your experience. GP's do have various ways of consulting patients and will always do so in the most appropriate way. I will look into all of the points you have raised and contact you directly. Thank you, Kate, Patient Engagement Lead.
-
Review titled Great concern
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2023
Really concerned for my brother yesterday who is housebound after collapsing at home on 1st December and nearly dying due to a bleed; he ended up on a ventilator in ITU. His feet remain extremely oedematous. He needs more medication and cannot get it. Was told by a Receptionist he cannot have any help and has to have an appointment to get a fit note. Why??? There are other ways of getting these. I know as I work as an ANP in a GP surgery. In addition, with regard to medication and given we have all the bank holidays coming up, the medication could be brought to the surgery by one of us for a GP to see as they have issued new medication at the hospital and changed the doses of others. It's not his fault they had a bed crisis and discharged him too soon and very quickly due to this and did not give him his discharge letter a few days ago; nor have they yet sent it. If he is left without the medication I will put in a forma complaint. I think the Receptionist could be more helpful rather than just says he can't have any help. I also tried to call; I was number 13 in the queue for 45 minutes. I hope you will take note of this. Where I work we do not just tell people they cannot have any help so do the Receptionists need some further training? That is not good. He told me the Receptionist just said 'We can't help you; you have to get the discharge letter from the hospital and you have an appointment to get a fit note.' He is very unwell still so this is not acceptable and yes, I am very concerned about this. It's not good on top of the Christmas bank holidays. He cannot get to you at the moment either as he is just about able to mobilise in the house and had to have physiotherapy to do this. I would like to know why your Receptionists are not a little more helpful and understanding.
Visited December 2023
Review titled Springhead Health
Replied on 20 December 2023
Dear Patient, I am sorry to hear of your experience. Please allow me to look into this fully. Please email me direct on feedback.springhead@nhs.net - Thank you, Kate, Patient Engagement Lead.
-
Review titled Telephone no response
Rated 3 stars out of 5
by Des Everett - Posted on 13 December 2023
They tell you to ring at 8am to make a appointment for 25minutes all I got was a engaged tone finally I got a ringtone and the automated person said I was number 21 in the queue after 30minutes I had got to number 3 then the phone started to ring and ring and finally nothing one hole hour wasted.and still no appointment.i rate this as very poor.
Visited November 2023
Review titled Springhead Health
Replied on 15 December 2023
Dear Des, Thank you for taking the time to leave your feedback. I am sorry to hear you have encountered issues with our phone lines. The phone lines can be very busy, especially at present with winter pressures. Our call queue will hold 25 callers. Before joining the queue, you will have an engaged tone. We do offer other forms of access. You may use e-consult https://springheadhealth.webgp.com/ or attend in person. We do encourage patients to contact us directly with any concerns or feedback by emailing feedback.springhead@nhs.net. Please do email me directly using this email if your issues are not resolved. Thank you. Kate, Patient Engagement Lead.