McKenzie House Surgery - Ratings and reviews
Reviews
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Review titled Large levels of Incompetence Among Nurses and Receptionists.
Rated 1 star out of 5
by Mrs Exasperated - Posted on 23 April 2024
I don't even know where to start. I have experienced large numbers of issues at this practice, including the below through just 2 recent visits or attempts to get an appointment: 1. Nurses documenting something completely different to what was discussed during the appointment (checked on the NHS app). Including that I'd stated I didn't need any further help with my asthma. I was never asked this. Or a note beside a blood test explaining the results had been discussed with me over the phone. This never happened. In fact one note on the app advised to see a doctor about one of them (and the others a nurse). I was only told to see a nurse. 2. Nurses documenting answers to questions they never actually asked you (e.g. patient has good inhaler technique). No one checked my technique or asked me anyhthing about it. Also the note"Red flags discussed" on the app. I've seen this numerous times, yet no one has actually told me what they are ! 3. Finally getting through to someone on the phone, only for the phone to be put down as soon as it's answered after waiting on hold for 20 minutes. 4. Submitting an online form request for an appointment to discuss blood test results, only to receive a text back advising that blood results can't be discussed via the online form. I didn't want to discuss them via the online form. I wanted an appointment That's what I asked for. This was followed by me sitting on hold then being cut off. Twice. Don't make patients fill in an online form then send them a text telling them to call for an appointment (by which time they've all gone anyway !).
Visited April 2024
McKenzie House Surgery has not yet replied.
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Review titled Receptionist Telephone manner & Nurse who took my bloods
Rated 5 stars out of 5
by Anonymous - Posted on 05 September 2023
I visited the Surgery today and was listening to one of the Receptionists on telephone she took several calls whilst I was there, she was polite, well spoken, understanding and cared about the person on the end of the telephone. Her telephone technique was second to none, what a lovely lady. Also I must comment the Nurse my bloods were taken today and I did not even realise, the Nurse was lovely, polite, happy, interested in me. What a lovely morning experience I had today in the surgery just want to say thank you and well done
Visited September 2023
McKenzie House Surgery has not yet replied.
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Review titled Poor Standard of Care
Rated 1 star out of 5
by Michael Botterill - Posted on 27 July 2023
Right I understand that the diabetic drug I am on is facing shortages, that’s a whole other topic But now that it’s unavailable, I requested a diabetic review, I was told I would get it in the week to discuss new treatment options to cover the period of unavailability By th time I have ran out, no call, I phone them to ask for an update only to be told that it will be as and when they can get round it as they said they had prescribed me the drug not for diabetes but for weight loss, which was untrue, they had not prescribed me it to me at all, my previous practice had I had to visit the practice in person to demand an appointment to discuss my diabtetes treatment, only after 45 minutes of arguing with the receptionist was unable to get an appointment via the intervention of a reluctant practice manager I would not recommend this surgery if you have diabetes, I feel they were willing to put my health at risk rather than listen to me and my genuine concerns
Visited July 2023
McKenzie House Surgery has not yet replied.
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Review titled Totally inadequate action by the sraff
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2023
Having eventually managed to contact the surgery, after many attempts, to request an early repeat prescription due to going on holiday, the staff member assured me that the prescription would be at the pharmacy in time for me to collect it in 3 days time. It wasn't!!! I rang the surgery from the pharmacy and was informed that the prescription was not ready but would be at the pharmacy the following day. Too late !! This is just another example of the total lack of professionalism at this practice.
Visited April 2023
McKenzie House Surgery has not yet replied.
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Review titled Unable to understand the word “Urgent”
Rated 1 star out of 5
by Michael Botterill - Posted on 06 December 2022
My repeat prescriptions was supposed to be ready for collection on Friday, they were not, I phoned Monday and they claimed they could not issue them without a doctors appointment, when I pushed this, they had a nurse practitioner speak to me who promised to issue them urgently, this did not happen It’s now two days since I had my medication, I am unwell, in pain, can barely keep my eyes open and my blood sugars are a disaster Still no idea when they will actually issue the perscription
Visited December 2022
McKenzie House Surgery has not yet replied.
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Review titled Still Totally Inadequate
Rated 1 star out of 5
by Anonymous - Posted on 27 August 2022
Called over 3 days unable to get thro to make appointment for meds review as instructed on prescription. Eventually went into reception at Wynyard Road. Place was empty except for 2 receptionists. Despite me saying I couldn't get thro on phone was told to call again at 8.30am in morning...which was a) a Saturday and b) a Bank Holiday weekend. I queried online and was told econsult only works between 7am to 11am !!! Have the doctors in charge of this practice ever phoned their own number(s) at precisely 8.30am every morning!!? Why tell 100s of patients all to ring at the same time...knowing it fully overwhelms the system. Totally inadequate. Needs NHS intervention to seriously get this practice sorted as it is currently not Fit for Purpose.
Visited August 2022
McKenzie House Surgery has not yet replied.
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Review titled Totally Inadequate
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2022
It is literally impossible to obtain any kind of contact let alone care from this practice - From any of the multiple sites that they have. I have merely being trying to obtain a medication review in order to get a repeat prescription but it is simply impossible unless you are in the rare position of not working and therefore can sit & make multiple phone calls first thing in the morning - I have just counted that I have called 486 times in the last week (no that is not an exaggeration it is fact) & I am yet to be even connected & all this for a medication review that has been due for Months now & while I have no medication left - I managed to get through last Tuesday to be told to call back in the morning as they had noting left for that day . Something drastic needs to be looked as I know I am not alone - we no longer have Covid as an excuse to hide our inadequacies & whilst I appreciate it isn't the admin staffs responsibility I am certain that the practice managers are able to have some input into rectifying the shambles that this surgery is fast becoming ! I need not only a medication review but an appointment too but that is again impossible as when you ring there is nothing within 3 weeks unless it is an emergency & they cant make appointments in advance of 3 weeks! What exactly are they doing ? If you cant manage your patient numbers then don't take on more patients or alternatively employ more staff . understandably the admin staff are feeling the pressure & are often unnecessarily rude & abrupt . I feel it is high time that someone with some clinical authority takes measures here before a patient loses a life for lack of the correct medication & care.
Visited May 2022
McKenzie House Surgery has not yet replied.