Collingwood Health Group - Ratings and reviews
Reviews
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Review titled Poor service
Rated 2 stars out of 5
by Livvy - Posted on 28 April 2024
I suffer from cystitis 3 or 4 times each year and usually take a sample into the practice. Unfortunately, now, I need to speak to a doctor before taking a sample in. As it’s almost impossible to get through on the phone this means I need to go into the surgery to ask for an appointment to speak to a doctor then I need to go into the practice with a sample. I live by myself so can’t ask someone to go in for me. Believe me, I know it’s cystitis. I need to wear incontinence pants to go into the surgery. I find this very embarrassing. If someone is a regular sufferer can nothing be done to make this process easier?
Visited February 2024
Collingwood Health Group has not yet replied.
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Review titled It was once a good practice
Rated 1 star out of 5
by Frederick Philip Daw - Posted on 16 December 2023
A phone appointment system that does not work, waiting 3 weeks for an appointment. All just before christmas and now waiting for hospital follow ups. We must remember it is part of a group of surgery's and does not stand alone. They are all located within less than a mile of each other apart from new york even that is not unreachable. Why can't the phone calls be handled as a group also the opportunity to visit one of the other practices if the patient deems it that much of an urgent case they don't mind which doctor they see? My family doctor retired and he is a big miss.
Visited November 2023
Review titled Collingwood Health Group
Replied on 20 December 2023
Dear Mr Daw Many thanks for taking the time to leave a review. I am sorry to hear that your recent experience has been less than satisfactory. We understand your frustration in relation to our telephone system. Unfortunately, it does not have the capabilities to be managed as one system across all three sites. However, we have been in discussions lately with new telephone providers and are confident that the telephone system will be replaced early 2024. We do encourage patients to try and see the same GP for the purposes of continuity, however, it is not a problem if a patient would rather be seen at one of our branch surgeries. Our practice is currently offering the maximum number of appointments that we can safely provide our patients. There will always be a limit to the number of appointments that any practice is able to provide for their patients in accordance with available resources of time, rooms and personnel and often demand for our services simply exceeds the available capacity and resources that we have. As I hope you will understand, General Practices across the UK are facing an unprecedented level of demand for their services. This is in part due to an inevitable backlog of routine matters which were deferred during our lockdown periods but is also caused by additional factors such as population growth and changing needs of patients without corresponding growth in central funding or support. If you would like us to investigate any individual concerns, please could you be kind enough to contact us directly. Once again, many thanks for taking the time to leave a review. Regards Sandra Dowling Practice Manager
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Review titled Refused a doctor's appointment
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2023
This morning I was refused a Doctor's appointment. I took a letter from my hospital consultant with me to show reception staff. The consultant requested various issues to be addressed by a GP. The receptionist refused to give me a doctor's appointment. She gave me an appointment for next week to have my blood pressure taken by a nurse. I asked again to get a doctor's appointment and was told that "we'll see after you have your blood pressure taken". It would seem the reception staff think they are better qualified than a consultant.
Visited October 2023
Review titled Collingwood Health Group
Replied on 17 October 2023
Dear Anonymous Many thanks for taking time to leave a review. I am sorry to hear that your experience of our service has been less than satisfactory. Unfortunately anonymous reviews do not provide us with sufficient information to be able to investigate your concerns and we would therefore be grateful if you could be kind enough to contact us so we can investigate the matter further. Once again, many thanks for taking the time to leave a review. regards Sandra Dowling Practice Manager
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Review titled Superb support
Rated 3 stars out of 5
by John Liddle - Posted on 17 October 2023
A big shout out for your receptionist. It has taken us four weeks to try to find out how to get a non-Pfizer vaccine for my wife. We have talked to our own practice, the RVI, the 119 service, 18 pharmacies and the Tyne House centre. I’ve even tried contacting Moderna. We have been sent round and round in circles, and given incorrect information at every turn. I rang your surgery as part of a list of 8 given to me by119. When there was no answer, my expectations were low. But - a couple of hours later, I got a call back. Your receptionist was cheerful and thought she knew the answer, but went the extra mile, made the call to check and called me back promptly, having arranged for someone at the hub to call me. Brilliant!!! Great service, really efficient - and I hate to think how much all the previous contacts cost, getting it wrong. You wouldn’t publish their name, I think, but I’ll happily provide it privately if you don’t already know. Thank you
Visited October 2023
Review titled Collingwood Health Group
Replied on 18 October 2023
Dear Mr Liddle Thank you so much for taking the time to leave a review. I am delighted to hear that the service you received from reception staff was great. I can confirm I have shared your review with the team. Thank you once again for taking the time to leave a review. Regards Sandra Dowling Practice Manager
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Review titled Awful. Disgusting service
Rated 1 star out of 5
by Anonymous - Posted on 22 August 2023
Called 3 times today waiting an hour each time. Ridiculous when working full time and just leaving the desk to make "a quick call". Still unable to reach anyone to ask if a prescription I requested a week ago has been issued. If there was another surgery in the area I would leave this practice.
Visited August 2023
Review titled Collingwood Health Group
Replied on 29 August 2023
Dear Anonymous Many thanks for taking time to leave a review. I am sorry you encountered difficulties contacting us by telephone. Unfortunately anonymous feedback does not provide us with sufficient information to investigate your concerns fully. I am happy to raise a request with our telephone provider to investigate the matter further but would require dates, times and telephone numbers you were ringing from in order to do so. If you would like us to investigate further please let us know. Once again, thank you for taking time to leave a review. regards Sandra Dowling Practice Manager
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Review titled Terrible
Rated 1 star out of 5
by Danielle - Posted on 29 August 2023
Terrible practice, can never get through on the phone lines always reached maximum capacity tried to ring from 8.30 today as have an appointment and can’t remember the time. It is now 12.04 and phone lines still not open. This is an ongoing problem and in the past I have had to drive down to the practice in order to speak to a receptionist unfortunately I am at work today and can’t do that. Promises to improve the call waiting system and a year on still the same if not worse. I can’t check my nhs app as I have been kicked off that again for the 4th time.
Visited August 2023
Review titled Collingwood Health Group
Replied on 31 August 2023
Dear Danielle Many thanks for taking the time to leave a review. I am sorry to hear you encountered difficulties in accessing the practice. We are aware of the limitations of our telephone system and work is on-going in relation to sourcing a new telephone system. I am also sorry to hear you have had difficulties with the NHS app, if you feel our IT lead could assist you with this please let us know - She works everyday except a Thursday. Once again, many thanks for taking the time to leave a review. Regards Sandra Dowling Practice Manager
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Review titled Telephone
Rated 2 stars out of 5
by Mr Neil Middlemiss - Posted on 25 August 2023
Tried to phone most of Thursday 24/08/23 kept getting the ring back was not available started to phone today (Friday 25/08/23) still not available to get thru until 12.30 I selected to have a call back time of this review 18.30 and still no call back just cannot understand how it takes more than 6hrs to return a phone call
Visited August 2023
Review titled Collingwood Health Group
Replied on 31 August 2023
Dear Mr Middlemiss Many thanks for taking the time to leave a review. I am sorry you encountered difficulties accessing the practice last week. I have investigated your concerns further and during the time period you mention the practice encountered some significant staffing issues which resulted in the delays you experienced. Please accept our sincere apologies on this which was due to unforeseen circumstances. We have been working incredibly hard to rectify the situation. Once again thank you for taking the time to leave a review. regards Sandra Dowling Practice Manager
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Review titled Repeat prescriptions
Rated 3 stars out of 5
by Stanley Thackstone - Posted on 28 August 2023
The ending of the phone service fo ordering repeat prescriptions is ridiculous nk thought for elderly,infirm or people with no internet access. I downloaded the NHS app and took 3 attempts for it to confirm my identity. I opened the app and find Collingwood group isnt linked with it,and i need a letter of registration to get the link. Why the fixation of everything on-line?
Visited August 2023
Review titled Collingwood Health Group
Replied on 29 August 2023
Dear Mr Thackstone Many thanks for taking the time to leave a review. I am sorry you are unhappy at our change in service for the ordering of repeat medication. We do have plans in place to assist those patients who are vulnerable or don't have access to any internet etc and have requested for those patients to contact us directly so that we can identify the most appropriate method for them on an individual basis. I am also sorry to hear that you have had difficulties with the NHS app and have requested that a member of our IT contact you to see if they can help with this. Thank you once again for taking the time to leave a review. Regards, Sandra Dowling Practice Manager
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Review titled A year later and still can't get through on phone
Rated 1 star out of 5
by Anonymous - Posted on 04 August 2023
The phone system at this surgery has not improved despite promises that investment last year was taking place. My mother phoned yesterday at 4.45pm, told she was the 46th person in the queue. She waited until 6.05pm at which point the call was cut off as the surgery was now closed. What a way to treat someone??? It is appalling to cut someone off who has waited over an hour in your phone queue with an obvious genuine need to speak with a medical professional. Your surgery is actually making patients call up the 111 / 999 lines because they have no other choice. We are out of covid restrictions. We should be allowed to easily book in with a GP. Using your online econsult service is equally as rubbish. Being allocated a phone consultation 2 weeks after reporting the problem online is unacceptable. What exactly do we have to do to see someone at the surgery? How you have received a good rating from CQC is beyond me as you are causing safeguarding concerns for all of your poor patients who only want to receive a simple service.
Visited August 2023
Review titled Collingwood Health Group
Replied on 07 August 2023
Dear Anonymous Thank you for taking the time to leave a review. I am sorry to hear that your mother obtained some difficulties contacting us by telephone. Unfortunately anonymous reviews do not provide us with sufficient information in order to offer a specific response tailored to the exact call in question. However, we are aware that our telephone system is outdated and unable to meet the current demands of our patient population. There is on-going work in the background in relation to the sourcing of a new telephone system. I am equally sorry to hear that your mother has found the econsult service rubbish. Many compliments have been received from patients who have used the E-consult service. If you would like us to investigate your specific concerns please contact us and we would be happy to do to. Thank you once again for taking the time to leave a review. Regards Sandra Dowling Practice Manager
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Review titled Unhelpful reception
Rated 2 stars out of 5
by Anonymous - Posted on 12 July 2023
Was in queue and a patient prompted to go to another receptionist. This one however wS on phone so stayed still the receptionist said then y can go over there aswell abruptly, I said again "she is on the phone to a patient". Was I really going to interrupt a confidential phone call , nope . When at front I asked for a female doctor .Was told this one is leaving. So I asked Was there another female gpshe could suggest only to be told don't know I'm not at this surgery. Very compassionate, not !. Anyway managed to get appointment. Then I asked for my sons excema cream .Expired can't prescribe. But you can buy it in a pharmacy. So abrupt. Asked for telephone appointment just for repeat prescription. No can't do that either . So now waiting 2 weeks no cream left . Collingwood surgery your rapidly going downhill .
Visited July 2023
Review titled Collingwood Health Group
Replied on 17 July 2023
Dear Anonymous Many thanks for taking the time to leave a review. I am sorry to hear you have had a less than satisfactory experience. Unfortunately anonymous reviews don't provide us with sufficient information to investigate the matter fully and take the appropriate action if any is required. We would therefore be most grateful if you could be kind enough to contact us direct whereby we will initiate a full investigation into your comments. We look forward to hearing from you. Many thank once again for taking the time to leave a review Regards Sandra Dowling Practice Manager