The Central Surgery Barton - Ratings and reviews
Reviews
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Review titled Rude receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 06 April 2024
Called to talk about an appointment I had booked but needed to reschedule. Receptionist who I didn’t get the name was was huffing and puffing down the phone and was very rude. I asked if I could have an appointment after 5:30 and before I finished explaining why she cut me off and said no. I then said that i will just have to cancel my appointment and rebook on Monday and again before finishing my sentence she said “well tell me your name and date of birth then”. So I gave her these, she told me that it had been given to urgent care and that I had been sent a text. I told her I didn’t realise I had received the text as I’m not allowed on my phone at work but still very rudely said well maybe you should have checked before calling us. I said I do apologise and didn’t realise about the text and before I had chance to say thank you she put the phone down on me. I found the phone call very distressing and when feeling unwell I didn’t need speaking to like rubbish. I have worked in pubs, as a support worker and I’m now a compliants manager and have never been spoken to the way she spoke to me. I understand that we all have bad days but when you work somewhere that people go to ger help that’s the last thing I need. I would appreciate an apology and if this happens again I will be going else where for my medical treatment in the future and I’ve been at the surgery since I was young. I don’t normally complain about stuff not even when I have an issue with my food but I believe this needed addressing
Visited April 2024
Review titled The Central Surgery Barton
Replied on 17 April 2024
Dear Patient, Thank you for taking the time to leave feedback. I am sorry for any distress caused by this recent experience and would be happy to further review the circumstances. Should you wish to email me directly at hnyicb-nl.centralsurgery.complaints@nhs.net providing further details, I will be able to respond to you directly. Regards Lisa Allenby Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Robert Gargett - Posted on 10 August 2023
I used the new appointment service and got no reply at all. I rang the surgery the next day and the receptionist informed me that the doctor had prescribed me some medication. Which I was not able to collect until the following day. The receptionist did apologise but it shows just how important the patient is to the medical staff when they cannot be bothered to contact the patient.
Visited August 2023
The Central Surgery Barton has not yet replied.
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Review titled the new on-line appointment system works very well
Rated 4 stars out of 5
by Anonymous - Posted on 28 July 2023
Used the new on-line appointment system twice over the past week. On both occasions the practice phoned back with an appointment (that day) within 20 minutes. The practice's previous system was the subject of lots of complaint - this is a huge improvement and an excellent service.
Visited July 2023
Review titled The Central Surgery Barton
Replied on 28 July 2023
Thank you for taking the time to give us feedback. It is fair to say in the current environment of the NHS we only hear from patients when they wish to complain. A lot of thought and effort has gone into the changes we have made to our appointment system. We anticipate a few more teething problems over the next few months but we are glad to hear that you found it an improvement on our previous system. Thank you again for your kind words Practice Manager
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Review titled Awful appointment booking system
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
After 191 attempts at getting through on the phone I was ‘fortunate’ to be placed in a queue. I was then in said queue for 43 minutes. By the time I could speak to the receptionist all of the appointments had been taken and I was asked to call back at 8am tomorrow. I have work to consider, how can I lose another 2 hours tomorrow trying to get through and is tomorrow even going to be my lucky day? It is like a lottery. There is no pre-booking available due to coronavirus still which I don’t understand. It’s been used for far too long as an excuse. Why no online bookings still either? They worked very well a few years ago and no doubt unclogged the phones a bit for less tech savvy patients. This surgery is going backwards and harming patients in the process. Poorly people really must be suffering because of this process implemented at this surgery. In other areas it is not run in this manner and people are generally happy with their service. The hospital are getting utterly fed up with patients from this surgery turning up there in A&E when something that should have been addressed promptly wasn’t and has developed into something more serious. The nurse practitioners are wonderful, the receptionists and secretaries deserve a medal. Some of the doctors are disengaged and very cold towards patients, as though they would rather you weren’t there. The care aspect has almost gone from this surgery, it is sad and very scary to see. I don’t feel at all safe and I know I’m not alone in this feeling.
Visited December 2022
Review titled The Central Surgery Barton
Replied on 28 December 2022
We are sorry that you felt you did not receive the kind of service you would expect from us. Contrary to popular belief COVID19 is still an issue and we still have restrictions in place to prevent its spread. We also have alternative ways you could contact us that are more convenient including our online consultation service if you would like to consider using that. We are sorry that you are unhappy and if you could contact us via email : nlccg.centralsurgery.complaints@nhs.net we will try to resolve this matter for you Practice Manager
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Review titled I am not not happy with my experience visiting my gp
Rated 2 stars out of 5
by Anonymous - Posted on 25 November 2022
I am not happy with my Experience of my visit to the GP I am over 60 maybe and visited this doctor 3 times in the last 6 years that I have been with them. I am not a complainer but I feel I felt I really needed to get a referral for a hearing test. I am looking after a 4 month old baby for my daughter and I struggle to hear her cry I also can’t hear the 6v or the my phone or door bell . I knew my hearing was getting worst and I needed to sort it out ASAP. I have always had a problem with wax build up and alway constantly use hear drops and syringe my own hears. I also was told by my previous go that my right ear would get worse and told I may need a hearing aid when I was over 60. After going to the surgery for my appointment I was told by the nurse to go go home put ear drops in cotton wool twice a day and continue with my wax clearing procedure which I have now been doing for quite a number of years .When I told the nurse I had been doing this for a number of years and I knew my ears were getting worse I was also getting water in my ears when washing my hair that would stay in and I could hear nothing for a week or more. The nurse told me to make a appointment at the desk for my ears to be syringed. At the reception I felt very unwelcome and ignored by the receptionist. When she spoke to me and I asked for my appointment the lady finally came back to me and said no appointments available . I really felt like I was being sent packing I must admit after going here I really felt my sympathy for anyone going to this surgery who may have been seriously ill. Not a good experience Lori
Visited November 2022
Review titled The Central Surgery Barton
Replied on 28 November 2022
We are sorry that you felt you did not receive the kind of service you would expect from us. Due to the COVID19 lock down we have a long waiting list of people wanting their ears syringing. We are working our way through the list but it will take some time due to the extra infection control procedures required to prevent transmission of COIVD19 by a procedure that generates water droplets. This should have been explained to you at the time and we apologise if that was not the case. You should not have simply been told that there was "no appointment". If you could contact us via email : nlccg.centralsurgery.complaints@nhs.net we will look into this matter further for you Practice Manager
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Review titled Inefficient, uncaring and cold
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
This surgery is a disgrace. It’s impossible to contact without call queueing for over 30 minutes usually. Very few on the day appointments are available and these get snapped up. Ill people have to queue outside at 8am to stand any chance of getting an appointment and even then only for on the day as it’s impossible to book in advance for anything whatsoever. Completely not patient-focused and a call waiting system with someone who likes the sound of his own voice too much and adds even more to the delay in getting though to one of the frosty receptionists. The practice manager at this surgery should be ashamed of their inadequate, time-consuming and unpleasant way of dealing with ill people, most of whom have contributed through a lifetime to the NHS via taxation and treated in this uncaring and inhumane way by people who are funded by taxpayers. An awful practice that should be investigated
Visited October 2022
Review titled The Central Surgery Barton
Replied on 14 October 2022
Dear Patient We are sorry to hear that you find our appointment system unhelpful. However as we have previously said it is not strictly true that you cannot pre-book. We ask that all patients ring us so that they can be care navigated, allowing us to prioritise patient need and direct to the most appropriate clinician. As a result of that Care Navigation you may be booked into a pre bookable appointment with a GP or other clinician to be seen face to face or over the telephone if you wish. We also have our Urgent Care Service that can provide advice and support over the phone. Neither is it necessary for patients to queue outside the surgery. You can submit your request to be seen via our Online Consultation service to save you the trouble of ringing us if that is more convenient. We have had very good feedback that patients have found this a good way of contacting us and that we respond quickly to them. We have tried to publicise details of the ways you can contact us more conveniently on our website and on Facebook. If you would like to contact us via our complaints email address nlccg.centralsurgery.complaints@nhs.net we will happily see if we can resolve your issues for you
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Review titled Appointment system beyond belief
Rated 1 star out of 5
by Anonymous - Posted on 07 September 2022
This surgery will not allow you to pre-book an appointment with a doctor. The only way to get an appointment is to ring up on the day you want an appointment. This of course means that the phone lines are constantly busy and often it is impossible to get through. This morning I was on hold for over 30 minutes. Organising a medication review is no better. I was given a 'morning slot' i.e. I can expect a call anytime between 9am and 12am. I am sure that most people would agree that this is quite ridiculous. With my previous surgery, I was able to book appointments ahead at a time that was suitable for me. The reason why this surgery is unwilling to prebook appointments, I am told, is due to the number of no-shows. Most surgeries would accept that there would be a certain number of people not appearing for their appointments and look at pro-active ways of reducing no-shows such as sending text reminders. It is no wonder that there are so many frustrated patients at the Central Surgery!
Visited September 2022
Review titled The Central Surgery Barton
Replied on 07 September 2022
We are sorry to hear that you find our appointment system unhelpful. However it is not strictly true that you cannot pre-book. We ask that all patients ring us so that they can be care navigated, allowing us to prioritise patient need and direct to the most appropriate clinician. As a result of that Care Navigation you may be booked into a pre bookable appointment with a GP or other clinician to be seen face to face or over the telephone if you wish. We also have our Urgent Care Service that can provide advice and support over the phone. You can also submit your request to be seen via our Online Consultation service to save you the trouble of ringing us if that is more convenient. We have tried to publicise details of the ways you can contact us more conveniently on our website and on Facebook. We do also proactively try to manage DNA issues with SMS reminders and even phone calls for certain clinics to ensure patients attend. If you would like to contact us via our complaints email address nlccg.centralsurgery.complaints@nhs.net we will happily see if we can resolve your issues for you Practice Manager