St. Paul's Way Medical Ctr - Ratings and reviews
Reviews
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Review titled Really disappointed.
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
Slow service even for repeat prescription. I need to ask the staff several times for my medication (including repeat prescriptions) and come and go to the practice to confirm with them they are taking into consideration my request. I feel I am let down by the service. I prefer not to have my medication rather than dealing with the practice.
Visited February 2024
Review titled St. Paul's Way Medical Ctr
Replied on 26 February 2024
Dear Patient, We would like to thank you for writing a review and we are sorry to hear about the issues that you have faced. Could you kindly email the surgery with the details of the complaint/concerns along with your name and contact number and we will investigate this further and get back to you. Email: stpaulswaymedicalcentre@nhs.net Warm Regards St Pauls Way Medical Centre, Practice Manager
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Review titled Great practice in challenging times
Rated 5 stars out of 5
by Anonymous - Posted on 21 December 2023
Overall a very good practice. Their major plus points are generally friendly and helpful reception staff, as well as kind doctors. The reception manager has gone out of his way to be helpful when I’ve been in need of extra medication before. They respond to their emails. Their medical staff are knowledgeable and are happy to collaborate with you to come up with a management plan. I have had good experiences with all of their regular doctors. Locums and PA once gave a rubbish plan that was incorrect, so I would recommend asking to speak to one of their regular doctors though this is not always possible due to high demand. Couple of times my econsults have been “lost” and not answered but really on the whole, a great practice. I feel cared for and not worried about getting sick and needing medical help as I know St Paul’s way will come through in the end.
Visited December 2023
Review titled St. Paul's Way Medical Ctr
Replied on 26 February 2024
Dear Patient, We would like to thank you for writing a review and we are pleased to hear that you have had a positive experience. We will be passing your message onto the team. I note you have kindly raised a few issues too and i will look into these areas and ensure these matters are not repeated. You are most welcome to email me with any more details you may have regarding the points you have raised. Email: stpaulswaymedicalcentre@nhs.net Warm Regards St Pauls Way Medical Centre, Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Thomas Conneely - Posted on 29 October 2023
I have had a great experience with the surgery as of late. I had an issue that I spoke with the practice manager about and he went out of his way to ensure that I received what I needed within the timeframe I needed it as it was quite important. Also when i went to the surgery the nurse I saw was extremely professional, kind and caring. Wonderful service, thank you St Paul’s Way Medical Centre.
Visited October 2023
Review titled St. Paul's Way Medical Ctr
Replied on 12 November 2023
Thank you for your kind words means a lot please do email me in future if I can support with any queries Anwar Hussain Practice Manager
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Review titled unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2023
This is the third time occurs to my with on the phone appointments. I receive a text message, a consultant will call you between 3:30 and 5:30 (as I required). Nobody call me. I checked on my phone a miss call and I discover one call at 2:42 and another at 7:52 pm. Moreover , I received a message stating " We could not get through to you" This is to my eyes is unprofessional.
Visited October 2023
Review titled St. Paul's Way Medical Ctr
Replied on 26 February 2024
Dear Patient, We would like to thank you for writing a review and we are sorry to hear about the issues that you have faced. Could you kindly email the surgery with the any additional details of the complaint/concerns along with your name and contact number and we will investigate this further. Email: stpaulswaymedicalcentre@nhs.net Warm Regards St Pauls Way Medical Centre, Practice Manager
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Review titled Online booking time window shortening
Rated 4 stars out of 5
by Helen - Posted on 28 August 2023
I've been with this surgery for 6 years now. There's been a few dismissive doctors over the years and some really great ones that sadly don't stay long. Since moving online for appointments, I've found it a lot quicker trying to get an appointment, and phone appointments have been fine too. Reception staff have been helpful over the years. Unfortunately now the online service is turned off earlier and earlier, and on a Friday is particularly early. Saturday surgery has now been taken over by another, and won't provide an admin service.
Visited August 2023
Review titled St. Paul's Way Medical Ctr
Replied on 12 November 2023
Thank you for your feedback and I’m happy to hear the online services working well for you our online consults are now open - Monday to Friday 7-4pm and closed for lunch between (1-2) pm. Saturday service has been replaced by a different provider and therefore we are limited to what support we can offer you can also email the practice with any admin or non urgent queries on stpaulswaymedicalcentre@nhs.net
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Review titled Poor service in reception
Rated 3 stars out of 5
by M Rahman - Posted on 14 June 2023
After 3 days days of calling and waiting for half hour or 45 minutes waiting for your turn, the phone line gets cut off. I decided to visit the St. Paul’s way surgery in person at around 1pm 8th June 2023. At around 1:15pm and I am still 3rd in the queue and we are joined by 4 other patients and lady on reception is still going desk to desk looking for something for a patient. There were 4 other people working in the reception who were unaware of patients waiting to be seen they now had 7 to 8 people on the queue and it was coming up to 1:30pm and I was getting late for work, so I coughed to see if I get a reaction from her and then she realised that alot of people waiting to be seen. One of the guy’s from back section of the office comes out and she tell’s him serve people who have got appointments. After waiting 20 minutes I decided to approach the receptionist guy. I started explaining I have been waiting and why,I am here as I was given wrong dosage of medication. Then the main lady in reception interrupted our conversation saying that I haven’t been waiting for that long. I replied back to her and told her if you’re colleague is dealing with me why are you interrupting. Instead of serving her patients she decided to start a argument with me while all these people are waiting to be seen. I told her I don’t went to speak to her since her colleague is dealing with me. Fit of rage she started saying I am not gonna have any one speak to me like that as I was ignoring her. So at that point the office manager came out , as I have dealt with him before and explained my situation to him and he said sorry and his going to sort out my medication and call me back at 3pm which he did. But I missed the call as I was working. Tried calling him again but I was put on queue and after 35 minutes line got cut off. It’s the 15th June and I am still waiting. People in the reception need to be more empathetic to their patients as you don’t know who’s got what kind of issues. She was unprofessional, lacked any customer service skills and didn’t know her job description. I have been coming to this surgery for over 25 years now. And only when I need to and this is the second time I had to deal with a situation in that surgery. If this person is not fit for the job or has got personal issues why is she working behind a desk that deals with people who are clearly in need of medical care and some empathy from the care giver. Very unhappy patient.
Visited June 2023
Review titled St. Paul's Way Medical Ctr
Replied on 12 November 2023
Thank you for for taking time to leave a comment and I’m sorry for any upset caused during your visit. Id be happy to meet to discuss this further and will be sharing this with our reception team to ensure such errors do not occur again You can contact me via email on stpaulswaymedicalcentre@nhs.net
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Review titled Time wasters
Rated 1 star out of 5
by John Euan Guy Jewers - Posted on 17 May 2023
Waited over half an hour for an appointment and I had to leave to meet my next engagement on time. What am I supposed to do? I can't call them back, the line is too busy. I'm in chronic pain and all they do is waste my time. They don't even tell me which doctor I supposed to see in the text reminder. I've had about half a dozen surgeries in my life and this is by far the most inept.
Visited May 2023
Review titled St. Paul's Way Medical Ctr
Replied on 12 November 2023
Thank you for taking time to leave us a comment and we are sorry you had to wait longer than usual to see a clinician during your visit to the practice , happy to meet to discuss this future if you wish you can reach me via email on stpaulswaymedicalcentre@nhs.net you can also consult our GPs online by submitting a online consultation visit https://stpaulswaymedicalcentre.nhs.uk/
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Review titled Difficult to book an appointments
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
Helped a man who got an on going health condition, but it is so difficult to book an appointment to see a Doctor via telephone. Tried to call the line, waited for 1hrs, then heard the sound of someone hung up the phone. Called again and have to go back to the queued again. Finally manage to speak to a female receptionist and he told to book via app, or go to A&E as this GP does not accept booking face2face at the GP or booking via telephone. The man does not have a smart phone to download the app, can not write or read English, so wont be able to book. They said they have someone to help at the Gp to fill online appointment forms but they only help if this person bring along an interpreter Why this GP makes it is so difficult to have an appointment to see a GP. This has caused so much frustration, feels being ignored and it seem this practice does not care for their patient Would not recommend this GP to anyone , especially who their English language is not 1st language and is isolated and has no computer skill ( to book appointment online) This is a bad practice I need NHS Patient Advice and Liaison Service, to see this and hopefully there is some improvement to help the patient can reach to a doctor when they have a health problem.
Visited March 2023
Review titled St. Paul's Way Medical Ctr
Replied on 27 March 2023
Thank you for your feedback. We have worked hard to create an online consulting system that improves access for patients, avoids waiting on phones and is simple to use. We provide over 1000 appointments per week and a significant number (over 700) are requested through the online route. This enables rapid assessments and prioritisation of demand. All online consults are tracked and reviewed daily. We recognise that a significant number of our patients will find it harder to use this system and we have invested time in training patients and staff to improve uptake or support the continued use of telephone and face to face booking. Through the new systems more patients are able to be seen and the waiting time for an appointment has reduced to same day or a few days for routine queries. We are sorry for your experience and would be happy for you to contact us to understand in more detail where improvements could be made. Please contact us at stapaulswaymedicalcentre@nhs.net. Best wishes, Joe Dr Joe Hall
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Review titled Blood test/ appointment
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2023
After given my blood test in 20th November 2022 after waited 4 week didn’t hear anything from the surgery call the surgery waited over a hour for some to answer after my call got answered I ask what happened to my blood test I been told if everything ok they don’t call patient then I ask I need to see the doctor for the same problem I had the blood test for I have been told DR will call me after 13 day what I don’t understand if they are so busy they should employ more people and stop taking new patients. It’s Dr responsibility to call me with my blood test results and to see if i still have the same symptoms it’s very bad service. With this surgery you never get an appointment when you need it. Every time no appointment available with in 2 week’s by the time you get an appointment either your symptoms get worse. This surgery need to be investigated ASAP
Visited January 2023
Review titled St. Paul's Way Medical Ctr
Replied on 27 March 2023
Dear Patient, We would like to thank you for writing a review and we are sorry to hear about the issues that you have faced. Could you kindly email the surgery with the details of the complaint/concerns along with your name and contact number and we will investigate. Warm Regards Anwar Hussain Practice Manager stpaulswaymedicalcentre@nhs.net
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Review titled Fantastic practice
Rated 5 stars out of 5
by Anonymous - Posted on 20 August 2022
The surgery has been wonderful to us. All staff have been so helpful, professional and kind. The way the surgery quickly adapted in the pandemic was fantastic. The ease of getting hold of the surgery and arranging appointments has always been a stand out feature. Highly recommend!
Visited August 2022
Review titled St. Paul's Way Medical Ctr
Replied on 27 March 2023
Thank you for your lovely words this means a lot to the team, if we can help with anything in the future please do email us or use our Online services Anwar Hussain Practice Manager