St. Peter's Medical Centre - Ratings and reviews
Reviews
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Review titled Computer says no
Rated 1 star out of 5
by David William Maskrey - Posted on 19 March 2024
A hospital doctor advised me that I was showing symptoms of an enlarged prostate, which should be seen to swiftly via my gp surgery. Three days later I am still trying to make an appointment. Originally I phoned and was told all appointments were gone, try calling at 8.30 am next day. I called at 8:30. I made exactly 20 calls on redial until reaching the queuing system. This then presented me with another 26 minute wait until reaching a receptionist who told me no bookable slots were available so I should call again the next day and repeat the experience. A future booking was not possible as “that’s how the system works.” To expedite getting assistance and make it easier for the surgery I registered online. This required me to physically visit the surgery with id, the day before my second phone attempt, where the staff struggled to find my application which was eventually set up 24 hours later. The limited options on booking an appointment found the next appointment in 29 days time. All through holding and queuing on the phone a recorded message regarding online services was repeated. Thus about 40 times I was advised to help myself by using a system that could offer me service in a month, but only after having to visited the surgery and wait over 24 hours. Online registration? No. It’s not online. It takes day and you have to visit the clinic. From tv advertisements you would have thought getting reluctant and often embarrassed men to get tested was a nhs priority. Apparently not here.
Visited March 2024
Review titled St. Peter's Medical Centre
Replied on 28 March 2024
Dear Mr Maskrey, Thank you for bringing your experience to my attention. I apologise for the frustration and inconvenience you've faced in trying to schedule an appointment regarding your health concern. I understand the urgency of your situation and the importance of prompt medical attention. We are actively working to address the issues you've raised, including streamlining our appointment booking process and enhancing online registration services to better serve our patients. Rest assured, we take your concerns seriously and are committed to making necessary changes to ensure a smoother and more efficient experience for all. In the meantime, if you require immediate assistance or have any further concerns, please do not hesitate to reach out to me directly Julie.manthorpe@nhs.net Kind regards, Julie Manthorpe Practice Manager
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Review titled Great medicine & frontline staff but dangerous signage
Rated 3 stars out of 5
by Clare B Dimyon MBE HumanRights - Posted on 24 June 2023
Arrived to full reception, too ill to jostle for place in queue. Automated check in not working & poor receptionist doing a valiant job of i) dealing with pt in front of her, ii) breaking off every time a new pt came thru door so they wdnt get bashed to encourage them to come right in iii) back to pt in front of her iv) when finished she then had to patiently explain the magical mystery tour to the btm of lift/stairs. I watched this time & motion insanity, let at least 6 pts in front of me but it was scrambling my autism & making me feel even more ill so i wrote a note to receptionist, slipped it under screen & told her i'd wait round the corner so she cd come & find me when there was a gap. As well as easing the brain frying scene in the absence of a *simple* sign over the door, i hoped it wd i) ease pressure on brilliant receptionist & ii) speed other pts thru who do have time pressures. Sooner/later lovely receptionist came thru & we did whatever. I told her all it needed was a simple sign over the door to save her & colls all that extra work& that I'd like2 speak2someone 2sort that when they had a moment. I reassured her it was not a complaint against her but *for* her & ease this obvious log jam (also a serious h&s egress exit problem). I have worked as a professional in h&s & signage placement on 1st & 2nd floor is positively dangerous in the event of a fire. I had plenty of time it didnt matter where i felt so poorly & safer& nicer for receptionist & pts if receptionists are not having2 continuously explain blocked reception area. Sooner or later someone came along whose grammatically medically evident sex ..she did not invite me to explain my observation she just assumed i was a selfish patient who was complaining for myself, the very *last* thing i was doing, even though i had waited at least 30mins for receptionist to get to me & *chosen* to do that *for* her & *for* other pts. In fact i wanted to suggest a *solution* that would save receptionists work & stress & ease patient throughput (systems engineering was my actual profession) This dear lady launched in to "It's temporary"in fact new building has been live since 19 Feb ie 4 months "You've got to understand only one receptionist". In fact i understood that salient fact very well which was why i was going *out* of my way to *help* everybody *else*. Its almost like this lady thinks all pts are nasty, selfish people but in fact some of us want to give reception staff basic arrangements that some ppl might think were the responsibility of the surgery management. After an autistic meltdown due to this bizarre response (which may be breach of Equality Act 2010: Autism as Id'd by excellent GP at St Ps) a Dr was kind & said come back at 5pm. I came back at 5pm with the relevant sign & some more with the lovely new logo (at my own expense). Lovely receptionist was really happy& agreed (as did others) they no longer had to waste time explaining how to get to the bottom of the stairs/lift.
Visited June 2023
Review titled St. Peter's Medical Centre
Replied on 28 March 2024
Dear Clare, Thank you for your commendation and for taking the initiative to address the issues you observed. We appreciate your understanding and proactive approach to improving our facilities for both staff and patients. Your efforts are invaluable in ensuring a smoother experience for everyone. Kind regards, Julie Manthorpe Practice Manager
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Review titled Great service but would like to add a suggestion
Rated 5 stars out of 5
by Anonymous - Posted on 17 April 2023
My overall experience with the surgery is great! I attended Albion street for the first time and would like to suggest that some sort of radio be played in the waiting room of the surgery as sitting in the waiting room I could hear what was going on in the consultation rooms which isn’t very appropriate for other patients to hear.
Visited April 2023
Review titled St. Peter's Medical Centre
Replied on 02 May 2023
Dear patient, Thank you such positive feedback regarding the surgery and for your recommendation to have a radio playing to help protect patient confidentiality. We do usually have a radio on at Albion Street so am unsure why we didn't on this particular day. We also intend to have radio playing in the new building once it has been completed. Thank you again, for your valued feedback. Kind regards, Julie Manthorpe Practice Manager
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Review titled An excellent example of a GP Practice
Rated 5 stars out of 5
by Janet Coan - Posted on 13 April 2023
I have had consistent, professional and caring support from clinicians and frontline staff alike, for more than six years since moving to Brighton. I nearly always get the support I need over the phone from easily booked online appointments. I think it helps that I take responsibility for my own health and view my relationship with my GP practice as a partnership. I also know that things have had to change and that face-to-face appointments with the same health care worker every time is not possible. This has not affected the consistency or quality of care at all. It has been first class all round and this is no mean achievement in the current climate. Thank you all.
Visited April 2023
Review titled St. Peter's Medical Centre
Replied on 17 April 2023
Dear Ms Coan, Thank you so much for taking the time to leave this wonderful feedback about our staff. Thank you also for the understanding shown around changes in healthcare due to the current pressures within the NHS. We are all hugely appreciative when we receive such a lovely commendation from one of our patients. Kind regards, Julie Manthorpe Practice Manager
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Review titled Excellent use of 'in house' allied professional (Physio)
Rated 5 stars out of 5
by Anonymous - Posted on 26 January 2023
Described painful knee to GP on phone, who agreed being seen by their Physio was better than the GP 'having a look'. GP arranged this face to face assessment within 2 weeks. Really impressed & relieved by his efficient, skillful assessment. Followed by explanations, diagnosis, advice & management plan. I thought I would have to be referred out of practice, which my past experience has been, an unhelpful wait & further loss of function before being seen by a physio. The physio was good at his job, gave me plenty chance to clarify & check I knew what to do, what to expect & what to do if it didnt improve within a given time scale. Its heartening to witness such joined up, efficient services. Thankyou all involved. Including the reception staff were also very attentive & helped me find where to send positive feedback (not that easy to find on website)
Visited January 2023
Review titled St. Peter's Medical Centre
Replied on 30 January 2023
Dear Patient, Thank you so much for taking the time to leave this 5 star review. I will share this wonderful feedback with the team. Our in-house physiotherapists have proved to be very welcomed by our patients and I am delighted to hear that you have been so happy with our overall service. Kind regards, Julie Manthorpe Practice Manager
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Review titled Bad reception
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2023
I try to make appointment many times it’s has been told to call 8:30 morning never been picked up and it’s always on hold I’m in pain and I have to work and it’s not okay to not respect the patient too. We have to be patient with them but they are ignoring us The worst gp experience in my life
Visited January 2023
Review titled St. Peter's Medical Centre
Replied on 12 January 2023
Dear Patient, I am very sorry to learn of your experiences and apologise that the service that you have received has fallen below the standard that you would have expected. Unfortunately we did experience a huge volumes of calls on 3rd January, this being the first day open after a 3 day bank holiday weekend. We have 6 call handlers answering the phones from 8.30am but being our busiest time of day it will can take a while to get to the front of the queue. May I suggest using eConsult via our website Consult Online from Home - St Peter's Medical Centre (webgp.com). This is proving to be a very popular alternative to telephoning the practice. EConsult can be used at your own convenience and you can provide as much detail to give to the clinician who can then make sure you receive the right care. Once submitted, eConsults are responded to within 2 days with information provided when you will be contacted by a clinician. This is either on the same day or within 5 days for non-urgent issues. If you would like to discuss anything in more detail then please do contact me on 01273 606006 or email me Julie.manthorpe@nhs.net Kind regards, Julie Manthorpe Practice Manager
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Review titled No health here.
Rated 1 star out of 5
by Anonymous - Posted on 11 January 2023
You can't book a consultation on NHS app because there aren't available appointments within the next 16 weeks!!! You than try to book early in the morning by phone but they do not answer the phone. I need an urgent medication review as they prescribed me a medication that is not available anywhere and I can't speak to a doctor. I have no medication.
Visited January 2023
Review titled St. Peter's Medical Centre
Replied on 12 January 2023
Dear Patient, I am very sorry to hear you have been unable to get through on the telephone. Unfortunately we are experiencing a high level of demand on the service and this is having a knock on effect on our telephone lines and appointments. If you would like to discuss anything in more detail then please do contact me on 01273 606006 or email me Julie.manthorpe@nhs.net Kind regards, Julie Manthorpe Practice Manager
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Review titled Horrible practice
Rated 1 star out of 5
by Anonymous - Posted on 16 September 2022
I have always had a bad experience with this practice. My main issue is they never approve my regular medication on time so I always end up failing days of medication because they haven’t process on time. I was waiting 12 days after saying I don’t have any left, and I need to take it everyday at the same time
Visited September 2022
Review titled St. Peter's Medical Centre
Replied on 12 January 2023
Dear Patient, I am very sorry to hear you have been having issues with your repeat medications. This should be a straight forward process, therefore I will need to investigate why this has not been the case for you. Please can you contact me on 01273 606006 or email me at julie.manthorpe@nhs.net so I and can look into this for you. Kind regards, Julie Manthorpe Practice Manager
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Review titled Apalling service
Rated 1 star out of 5
by Anonymous - Posted on 04 June 2022
Have been trying to see a doctor for over a month now as I am having breathing problems resulting from a flu attack. I have made several phone calls but the line just cuts off when I choose an option & when I walked into town & visited the Albion Street surgery in person (I live out of the town centre) I was told that I'd have to come back early the next day as they couldn't book me in for an 'appointment in advance' today & I'd have to take my chances tomorrow. All in all, it feels like the practise is putting up barriers to access rather than being a useful service.
Visited June 2022
Review titled St. Peter's Medical Centre
Replied on 07 June 2022
Dear patient, I am very sorry to hear that you have been unable to get through on the telephone and that you were unable to book an appointment. Please can you email me at julie.manthorpe@nhs.net so I can help you directly? Kind regards, Julie Manthorpe Practice Manager
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Review titled Exemplary service, surgery & staff.
Rated 5 stars out of 5
by Dylan, Brighton - Posted on 29 June 2022
I just want to commend SPMC, the practice, staff & my doctor, who have dealt with some very sensitive issues in an exemplary manner, doing everything necessary to support me & get to the root of some real problems at a difficult time. Their patience & persistence was greatly appreciated. They looked at problems which have not been addressed in the past; perhaps because of the urgency of the situation. Thanks so much for your excellent treatment, patience, & service, I really think you went above & beyond in this particular matter! As a reluctant patient, this means my experience so far since our surgery merged is exemplary! Thanks. Dylan, Brighton.
Visited June 2022
Review titled St. Peter's Medical Centre
Replied on 30 June 2022
Dear Dylan, Thank you so much for taking the time to leave this wonderful commendation. It has been a challenging time for the NHS and when we receive such positive feedback, it truly does raise staff morale. I am delighted you have been happy with our service. Kind regards, Julie Manthorpe Practice Manager