Thurmaston Health Centre - Ratings and reviews
Reviews
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Review titled Mrs
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2024
The say call at 8 am the never answer the call for 45 minutes after the answer the call the say no appointments
Visited January 2024
Review titled Thurmaston Health Centre
Replied on 23 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experience with us at Thurmaston Health Centre. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with us is not positive specifically in relation to accessing the practice via telephone, i.e., long delays in calls being answered and the lack of appointments. If you would like to contact us directly regarding your experiences then we can investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this is happening, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you are clearly having. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Thurmaston Health Centre. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Needs a serious shake up and review
Rated 1 star out of 5
by Anonymous - Posted on 13 November 2023
Communications and arrangements with this surgery are fraught with problems and difficulties, which ultimately create increased risk for the service user. I myself have experienced this where appointments made and agreed upon by the surgery, are cancelled without any notice, or notification. The patient is left waiting for a call that doesnt come. The practice needs an external assessment, by a qualified body
Visited November 2023
Thurmaston Health Centre has not yet replied.
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Review titled Serious concerns.
Rated 1 star out of 5
by Anonymous - Posted on 04 September 2023
Phone lines ring out. When I get through I am cut off, forcing me to go through the whole process of calling again. Average time to get through is 30 minutes. Arrogant receptionists who are poor communicators. They are an embarrassment to the NHS because they clearly don't care that they are talking to people with genuine health concerns. It all seems like too much trouble for them. Hardly any appointments available. Dr's don't seem to care, they just want to rush you through. The entire practise needs an intervention because what they do there isn't okay. They are treating patients with contempt.
Visited September 2023
Review titled Thurmaston Health Centre
Replied on 23 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Thurmaston Health Centre and we apologize for the long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that you have serious concerns in relation to your experiences with the practice that are not positive specifically in relation to the lack of appointments, staff attitude and accessing the practice via telephone, i.e., both technical issues and long waiting time to answer. I fully appreciate that a long period of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this is happening, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Thurmaston Health Centre Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Awful Practice Lack of Patient Care
Rated 1 star out of 5
by Anonymous - Posted on 27 January 2023
1) no appointments call back tomorrow. 3.5 hours in total hold time over the day trying to get through to get blood results to be told again call back tomorrow. 2) told the wrong blood results then called back 10 mins later so be told there were further investigations needed. 3) doctors rude, unhelpful, don't even read notes before speaking to you, told to book an appointment with doctor and then Dr says what do you want us to call you for. So unprofessional and a complete lack of confidence and patient care. 4) sat in doctors watching people come in and get appointments whilst receptionist ignores phones. The booking process DOES NOT WORK.
Visited January 2023
Review titled Thurmaston Health Centre
Replied on 23 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Thurmaston Health Centre and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to the lack of appointments, access to test results, staff attitude and accessing the practice via telephone, i.e., long wait to answer/being on hold and that the booking process does not work. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this is happening, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Thurmaston Health Centre. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)