The New Croft Surgery - Ratings and reviews
Reviews
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Review titled Tremendous help
Rated 5 stars out of 5
by Christopher moore - Posted on 24 October 2023
I have had a leg ulcer and vascular leg problems since January to now. The care provided by the nursing team to deal with these has been exemplary in every way. They have persevered and my ulcer is now in the final stages of healing. Thank you to them. The administrative staff in the background have been excellent in their handling of multile appointments and always done this in with great efficiency. I cannot speak highly enough of this practice. Superb in every way.
Visited January 2023
The New Croft Surgery has not yet replied.
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Review titled Unacceptable
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2022
Told to call regarding test results now as they don’t call you. Tried calling today and started off in position 3 , 20 minutes went by and in position 2 , 45 minutes later and it says there is no operator in the queue at this time and just cut off . It’s just completely unacceptable , I’ve not experienced a doctors surgery like this when it comes to answering phones . It must get muted and answered inbetween admin but for it to just be cut off with no regard for anyone that’s calling . Wonder if they would like it if it happened to them .
Visited September 2022
Review titled The New Croft Surgery
Replied on 07 November 2022
Thank you for taking the time to leave this review. I am sorry that you have experienced difficulties contacting the practice by telephone. We are extremely busy and the telephone lines are very busy particularly in the mornings. I can assure you that telephone calls are never muted and that the phone rings from the minute the lines open until they close at 6pm. Unfortunately due to staff sickness we have not had the expected number of staff available to answer the phone as we would under normal circumstances which is adding to waiting times. We have reported phone issues to our supplier who have looked into any problems for us and are working to resolve any potential technical difficulties which are completely outside of the practice's control. I would like to reassure you that our team work extremely hard and would never cut patients off on the phone. I'd also like to state that our team cares deeply about our patients, and I am sorry that you do not feel this way about our dedicated staff. As we are aware that the phone lines are under a lot of pressure, we do have other methods patients can use to get in touch including use of online services or accessing the online consultation function on our website which allows you to contact the practice without having to pick up the phone. If you would like to use this function, please visit our website and navigate to online consultations via the homepage. As you have left this review anonymously I am unable to contact you and clarify the details of this call. If you would like to contact me (via the practice website) and provide this information I would be more than happy to pass this onto the telephone provider to investigate. I do hope that in future you will find our service more satisfactory. If you remain unhappy with the service you are of course free to register with another practice in the area. Kind Regards Mrs Freya Keith Deputy Practice Manager Ireland Wood and Horsforth Medical Practice
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Review titled Caring practice
Rated 5 stars out of 5
by Anonymous - Posted on 01 September 2022
I have been with New Croft Surgery for many years and due to a recent house move have now had to change doctors. During my time with New Croft I have been impressed with how caring and supportive everyone has been. I have had a number of appointments this year and all the doctors have been very understanding and efficient with referrals to hospital for scans. No question was a silly question and I felt valued. Receptionists also friendly and caring in what is a very busy time for them. I will miss being a part of this surgery. Thanks
Visited August 2022
Review titled The New Croft Surgery
Replied on 07 November 2022
Thank you very much for taking the time to leave this review of our surgery. Our team work extremely hard to provide an excellent and caring service to our patients. I am so glad that this has been your experience. The practice has faced enormous pressures over the last couple of years but our team remain dedicated to providing the best service we can. I am so pleased to read your wonderful feedback and will ensure that this is shared with the entire team at New Croft Surgery. Many thanks Mrs Freya Keith Deputy Practice Manager Ireland Wood and Horsforth Medical Practice
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Review titled Teamwork in action
Rated 5 stars out of 5
by BHD - Posted on 26 July 2022
After reading in bed early Sunday, I breakfasted after which I found I was unable to read the nexf chapter. My left eye displayed a purple coloured crescent shaped block,on the right hand side view, whilst showing a normal left hand view. We contacted the surgery on Monday at 8 am and obtained a 15:15 face to face appointment. The Doctor quickly diagnosed a serious problem and made contact with the eye clinic at St James's. They requested a prompt attendance out of hours which led to a recovery operation being completed a noon the following day. I witnessed a most impresive performance of teamwork from the NHS, for which I am most grateful. Thankyou all Diagnosed and dealt with a most greatly appreciated performance by an outstanding team work.
Visited July 2022
Review titled The New Croft Surgery
Replied on 02 August 2022
Thank you very much for leaving this wonderful review of our Practice. I hope that you are now recovered from your operation and that your vision has now returned to normal. I am very pleased to read that your experience was so efficient and you were able to access the care you needed via our surgery. It is always appreciated when a patient takes the time to leave a review, and I will ensure that this is passed onto the whole team at New Croft Many Thanks Mrs Freya Keith Deputy Practice Manager Ireland Wood and Horsforth Medical Practice
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Review titled Waiting over one hour on telephone to surgery.
Rated 1 star out of 5
by Angela Clarke - Posted on 11 July 2022
Having had my May telephone appointment cancelled by reception staff as was set up at Ireland Wood surgery for patient access, leaving me unable to access any appointments at the New Croft surgery, when phoning the New Croft surgery to make another telephone appointment, I was, as is usual for the Croft, left hanging on the phone for over an hour at caller ‘number two’ all that time. I had to put the phone down after an hour and three minutes with no success. This was my second phone call on this day, as previously, I had been caller number 6, and when eventually someone answered, the person cut me off immediately as obviously, they do not know how to handle the call. This has happened a few times here. My telephone appointment should have been transferred to the Croft surgery instead of being cancelled. Not at all satisfactory for patients.
Visited July 2022
Review titled The New Croft Surgery
Replied on 02 August 2022
Thank you for bringing this to the attention of the practice team. I have spoken with you since this review was left. To confirm, although our practice has two surgery sites, we are one business with one unique practice code. This means that we are only given a single account with online access and as such patients from either site see all available appointments when they log in online. As our New Croft appointments tend to be booked up straight away, this often leaves patients with only Ireland Wood appointments visible, which sometimes leads to patients booking in at the site they're not registered at. We have asked the provider of the website if there is anything we can do about this but unfortunately we have been offered no solution. I am sorry that you were not transferred to the Croft phone lines and that an alternative appointment was not offered to you. As I explained on the phone this is not the service we want to provide to our patients. In terms of the problems with the phone lines, we are aware and are working with the provider to tackle the bugs in the system. Thank you for taking the time to speak to me about this last month, all feedback is very much appreciated. Kind Regards Mrs Freya Keith Deputy Practice Manager Ireland Wood and Horsforth Medical Practice
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Review titled Under rated receptionists
Rated 5 stars out of 5
by Kathryn - Posted on 29 July 2022
It was so lovely to speak to the receptionist today, she was kind caring thorough reassuring and just great - Thank you
Visited July 2022
Review titled The New Croft Surgery
Replied on 02 August 2022
Thank you so much for leaving this lovely review of our practice. One of the GPs spotted your review before I saw it and has passed it on to the reception team who are very grateful. They do a very difficult job and rarely get the credit they deserve so thank you for taking the time to pass this on. Kind Regards Mrs Freya Keith Deputy Practice Manager Ireland Wood and Horsforth Medical Practice
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Review titled Incredible personal service.
Rated 5 stars out of 5
by Richard - Posted on 06 June 2022
Having struggled with a hacking cough for more than a week I decided I may need help. After a short wait to the surgery telephone line a delightful receptionist told me a doctor would ring within an hour. Thirty minutes later I spoke to a doctor who organised a face to face within another hour. I was thoroughly checked over and prescribed medication which was collected within the hour. I couldn’t have paid for a quicker or more personalised medical treatment. Thank you.
Visited June 2022
Review titled The New Croft Surgery
Replied on 17 June 2022
Dear Richard, Thank you for leaving this positive review of our service. Your review perfectly describes how our triage system works - you call in the morning, speak to a GP for a short telephone call, the GP then decides whether or not you need to come in etc. I am very pleased to hear that the triage system has worked so well for you, and I do hope that you are now recovered from your cough. Thank you again for taking the time to leave this review, the team really do appreciate it. Kind Regards Mrs Freya Keith Deputy Practice Manager Ireland Wood and Horsforth Medical Practice
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Review titled Risking patients health
Rated 2 stars out of 5
by Anonymous - Posted on 21 June 2022
The practice refuses to enforce mask-wearing by visitors to the building, prong patients and staff at risk
Visited June 2022
Review titled The New Croft Surgery
Replied on 23 June 2022
Dear Anonymous, Patients who enter GP practices in England are no longer required to wear a face mask unless they have respiratory symptoms. Mask wearing in General Practice is not a legal requirement and as such the practice cannot force patients entering our buildings to wear masks. Even when mask wearing was compulsory, our staff members faced substantial verbal abuse simply for asking patients to adhere to government guidance. If you are unhappy with the current guidance, I would suggest contacting your MP as this is not something that is within the practice's control. Regards Ireland Wood and Horsforth Medical Practice
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Review titled Great Practice
Rated 5 stars out of 5
by Mark Roques - Posted on 24 June 2022
I really appreciate the very prompt and excellent service today. I had a worrying cough and I saw a doctor within two hours of ringing. The doctor did a great job and put my mind at rest. Thank you so much!
Visited June 2022
Review titled The New Croft Surgery
Replied on 02 August 2022
Thank you very much for taking the time to leave this positive review of our practice. I am so pleased to read of your experience and I will ensure that this is passed onto the team. Many thanks and Kind Regards Mrs Freya Keith Deputy Practice Manager Ireland Wood and Horsforth Medical Practice