Acklam Medical Centre - Ratings and reviews
Reviews
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Review titled Very unreliable
Rated 1 star out of 5
by Nicola Drummond - Posted on 04 April 2024
Having discussed my overdue medication due to a review and a mix up with my cholesterol results on the receptionists part, I was reassured by the practice nurse that my medication would be at the pharmacy on that day. I contacted the pharmacy several times to confirm my medication was there to collect as the practice nurse was informed it was needed urgently on that day. Having given it reasonable time for the medication to be prescribed, I contacted the surgery to be informed by an obnoxious receptionist that it still hadn’t been processed a week later. I reasonably asked why this was the case, to be informed that it wasn’t her issue and it would be done today. I felt I needed an explanation after being let down and being caused stress for over a week. I asked the receptionist to find out why this has happened and she advised me that the clinician that my prescription had been forwarded to was on holiday due to his daughter’s wedding, as if this was a valid reason for my medication not to be prescribed. I feel for any vulnerable or elderly person who is dealing with these problems on their own. Disgraceful.
Visited April 2024
Review titled Acklam Medical Centre
Replied on 04 April 2024
Good Morning Mrs Drummond I have read you're review and have looked into this for you. I am sorry if you have had misleading information given to you but this not seem to be the case upon reading your record. I would like to apologize with regards to the delay in your medication arriving at the pharmacy. The time demand for prescriptions is 72hrs and unfortunately as we had a Easter weekend in between which meant a longer wait time for you. I am extremely sorry as your request should not have been sent to the clinician who was on annual and this will be picked up by the management team. If this was an immediately necessary prescription, we have a different procedure that would need to be followed to safeguard the patients so they would receive the medication they needed. The reasoning behind the medication not being prescribed was sadly due to Good Friday and Easter Monday, also that the clinician this request was sent to was indeed at her daughters wedding. That said we do have other clinicians working and this should have been passed to someone else that was working Tuesday and Wednesday. Thank you for your comments and we will take them onboard. Kind regards Management Team Acklam Medical Centre
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Review titled Lovely staff
Rated 5 stars out of 5
by Anonymous - Posted on 16 February 2024
E consult nightmare to use if you have anyone under 18 as error keeps saying you have to call the surgery but I filled in a form and got a appointment same day Thankyou to the lovely staff
Visited February 2024
Review titled Acklam Medical Centre
Replied on 21 February 2024
Thank you for leaving a review and for the positive comments about our staff at Acklam Medical Centre, I will be sure to pass this onto them. We have noted that the eConsult system seems very sensitive when it comes to under 18 submissions and we have emailed them to ask why this would be the case? Please do not hesitate to contact this surgery should you continue to encounter this issue and our staff will be happy to help you. Thank you again
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Review titled Not impressed
Rated 2 stars out of 5
by A Higgins - Posted on 16 February 2024
Phoned for an appointment because of a medical problem,was referred to the new e-consult system. After completing the questionnaire I was given an appointment for 5 days time at a medical centre in North Ormsby not at the Acklam surgery. Not impressed, there appears to be no concern for the inconvenience to the patient and the surgery is more like an administration centre
Visited February 2024
Review titled Acklam Medical Centre
Replied on 21 February 2024
Dear A Higgins I am sorry to hear that you are unsatisfied with the new system. Once you have submitted your eConsult this is sent directly to a clinician to triage the patients problem and depending on the severity of the issue they will issue an appointment if appropriate. The new eConsult system works very well especially for the patients that are acutely unwell on the day as they will be dealt with swiftly. We would love to be able to deal with all patient problems/issues/queries on the day but sadly this just isn't possible and sometimes not necessary. All surgeries now use the Extended Access and Out Of Hours appointments as this is an extension of our opening hours and patients that work usually appreciate appointments after 6pm or on weekends. Thank you for your feedback Acklam Medical Centre
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Review titled E-consult
Rated 5 stars out of 5
by David Charlesworth - Posted on 16 February 2024
Used the e-consult on the first morning of service. Existing and comfortable user of NHS App. Form very easy to use, slight repetition in questioning but useful to reinforce. Response from practice by 09:15 advising appointment made for MSK the same day.
Visited February 2024
Review titled Acklam Medical Centre
Replied on 21 February 2024
Dear Mr Charlesworth Thank you very much for your positive feedback. The NHS App is definitely the easiest way as it saves all the patients demographics meaning that you do not need to input them everytime you use the eConsult system. I will pass your feedback onto to our clinicians and thank you again. We understand that we are not going to please everyone but for the majority of our patients this system seems to be working. Have a good day Acklam Medical Centre
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Review titled E consult not working
Rated 3 stars out of 5
by Simon Olley - Posted on 16 February 2024
I used the e-consult for the first time and answered every question accurately. The final verdict was phone the surgery. I duly phoned the surgery to be told the e-consult was "too sensitive" and we had to do it again over the phone changing some of the answer's. We did this and receptionist finished by asking "what do you think you need". I asked for someone to check my chest for a possible infection. I was offered a call back. The call back came within 15 minutes but only to offering "out of hours" appointment 4 days later. Very poor show Acklam Medical Centre.
Visited February 2024
Review titled Acklam Medical Centre
Replied on 21 February 2024
Dear Mr Olley I am sorry to hear that you have had difficulties using the new eConsult system. Depending on the answers a patient inputs the system will deem the patients issue as urgent and in that situation it will direct you to call the surgery. If you feel that your issue was not dealt with appropriately please call and we will be happy to help you. Once all your answers have been sent to the clinician they will decide on the appropriate timeline for an appointment for the patient etc. Thank you again for your feedback Acklam Medical Centre
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Review titled Fabulous new fast service
Rated 5 stars out of 5
by Neil Hamilton - Posted on 30 January 2024
Like others I have often been frustrated by the 8am rush to try and get an appointment to see a doctor but understand tge surgery has over 11,000 patients and once this hurdle has been navigated I have always found the doctors and staff to be excellent. I have had to use the new econsult system twice now and must say how incredibly impressed I have been with this new service. After submitting the form online each time I got a call from a doctor within 15 minutes and then an appointment to see them well within an hour of submitting the form!!! Excellent service and superfast service, fabulous well done.
Visited January 2024
Review titled Acklam Medical Centre
Replied on 01 February 2024
Dear Mr Hamilton I would like to thank you on behalf of everyone at Acklam Medical Centre for such a positive review. When we change anything for patients we never make the decision lightly but felt that this was best way forward for our staff and patients in ever evolving times. To hear how this works for you is very much appreciated as we hope to be able to deliver a much more convenient service and system to our patients moving forward. I will be sure to pass your comments onto the staff here as we work extremely hard and this sort of feedback goes along way, so thank you. Kind regards Acklam Medical Centre
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Review titled Needs NHS intervention - terrible, terrible, terrible
Rated 1 star out of 5
by Anonymous - Posted on 02 January 2024
In all the time I've been registered with this practice it's been literally impossible to get through by phone. Econsult is ok but when the response is 'phone up and make an appointment', it's futile. I'm now on my 8th attempt to get through (not a trivial matter either) and have been on 'ring back' for well over 2 hours. Doesn't the Nhs monitor basic performance? I'm fully aware there are problems throughout the Nhs but friends and family at other practices can at least contact theirs. No wonder people are queing out the door at James Cook A & E.
Visited January 2024
Review titled Acklam Medical Centre
Replied on 02 January 2024
Dear Anonymous I am sorry to hear that you have had difficulty in contacting the surgery and that our phonelines have been extremely busy. We have been experiencing very high volumes of calls over the Christmas and New Near period, that coupled with staff sickness and annual leave has proved challenging. As you have chosen to remain anonymous I am afraid we have no way of contacting you directly. Our eConsult system is the most convenient method of contact for our patients if you are still struggling to get through on the telephone. Kind regards Acklam Medical Centre
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Review titled Not acceptable steer clear
Rated 1 star out of 5
by Matthew Atkinson - Posted on 20 December 2023
Unable to get an appointment, cut off yesterday joined the queue at 8am in position 10 already…. Waited 50 minutes to then be cut off and not receive a call back. I did attempt to rejoin however was over 30 in the queue so was not able to wait for the likely hours of wait to attempt to get through again. Disgusting service this is not a one off occurrence phone lines are terrible and appointments are usually unavailable if you do get through.
Visited December 2023
Review titled Acklam Medical Centre
Replied on 02 January 2024
Dear Mr Atkinson I am very sorry you have had a frustrating time and I can see that you have since been dealt with. Should you need any further assistance please do not hesitate to contact us. The best way is via our eConsult system which can be located on the homepage of our website. Kind regards Acklam Medical Centre
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Review titled Poor patient care
Rated 1 star out of 5
by mark taylor - Posted on 11 December 2023
I have been with this surgery for the best part of nearly 60 years, I know a lot has changed in this time, such as moving surgeries etc, but this is the worst I have ever known it. I haven't been able to get an appointment with a GP in over 3 years (since August 2020) and in that time I have suffered a stroke and recently had Hernia Surgery. Whenever I phone the surgery for an appointment or advice, I am always over 25 in the queue, whenever I receive a call back all the appointments are gone and this is usually by 10am. So it is back the next day to do it all over again, I know it is not the receptionists fault but they probably get the brunt of it which is unfair. Where is the duty of care to the patients. I know people say that all surgeries are the same but when I mention this to my friends they can't believe and state that they never have issues like this in their surgery, so something is not working in this Surgery. It is becoming so frustrating that you are expected to ring up every day to be told the same thing. The Surgery ask you to do an E-consult but they have now removed all online services.
Visited December 2023
Review titled Acklam Medical Centre
Replied on 21 February 2024
Dear Mr Taylor I am very sorry you are having issues with the service we have been provding. We have recently changed to a full eConsult system and there is no cap so will not be removed or closed unless we are closed. This system seems to be working extremely well and most patients are happy with what is offered to them. The telephone lines are better meaning patients with urgent queries or ones that are unable to submit eConsults are helped swiftly. I hope going forward we can restore your faith in Acklam Medical Centre. Thank you again for your feedback Acklam Medical Centre
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Review titled Great practice
Rated 5 stars out of 5
by Amy - Posted on 13 September 2023
This practice is brilliant at getting you what you need quickly and amazing at patient care. I am so lucky to be part of this practice. When working away I have struggled to get any help from 111 or any local centres and they still managed to support me when I wasn’t local. Outstanding service thank you so much.
Visited September 2023
Review titled Acklam Medical Centre
Replied on 14 September 2023
Dear Amy I would like to say a huge thank you on behalf of all the staff here at Acklam Medical Centre. Your feedback will go along way in boosting the moral of all staff as we all work extremely hard and patient care is at the very forefront of what we do here. It is very difficult trying to balance patient demand and staff shortages etc but we continue to strive to give our patients the outstanding service they deserve. Thank you again Acklam Medical Centre