King Cross Practice - Ratings and reviews
Reviews
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Review titled Incredible care, sensitive and kind
Rated 5 stars out of 5
by Rachel - Posted on 18 April 2024
The staff within this practice are incredible.. on two occasions this month I have had exceptional service from health care professionals, especially surrounding my teenage daughter. Thank you to the staff member who took the time to ensure my daughter was heard , you were so kind and sensitive. Very much appreciated.
Visited April 2024
King Cross Practice has not yet replied.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 07 April 2024
Came for cervical screening - I was nervous but the nurse was lovely, so friendly and professional, extremely knowledgeable and kind. Really put me at ease for the procedure and thoroughly explained the next steps
Visited January 2024
King Cross Practice has not yet replied.
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Review titled Dissatisfied
Rated 3 stars out of 5
by Anonymous - Posted on 14 August 2023
Today I tried to contact the practice regarding my husband who had been unwell for 4 days the attempt I was informed the queue was full I then rang again to try and arrange a home visit I haven’t done this for 30 years so it’s not something we do often. This call rang and rang then cut off. I then tried the appointment again after all the guff at the beginning I was cut off again did not have any option at all. I then took my husband to A&E where he was looked after and put on a drip. To say I am disappointed is an understatement this surgery used to be really good now I wouldn’t recommend it to anyone it’s time things changed my daughter is a nurse at a doctors practice they speak to everyone and are now offering face to face for all appointments.I would have been happy to speak to someone but unfortunately that is to much to expect now.
Visited August 2023
King Cross Practice has not yet replied.
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Review titled Excellent, Holistic Care
Rated 5 stars out of 5
by Chris - Posted on 30 August 2023
Nothing less than an excellent standard of care here in my experience. Admin + Clinicians are very kind and supportive. Accessing any GP is increasingly difficult. Blame your government, not those who are struggling to help lots of people with very little resource.
Visited August 2023
King Cross Practice has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Dale - Posted on 19 May 2023
I am a new patient , I find both staff and doctors to be extremely helpful and very supportive. Emergency appointments are made in very good time. I highly recommend this practice.
Visited May 2023
King Cross Practice has not yet replied.
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Review titled New Phone system is appalling
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2023
Please change your phone system, the current new system is appalling and simply does not work. Ring repeatedly and after a 1 and a half minute intro it just cuts you off, as the call system is full. This is when ringing at exactly 8am (and then at 1.30 pm). After a hour of pressing redial, you eventually get through to the system to be told you’ll be rung back (which is good in theory), but by this time they ring back it’s another hour and all the appointments have gone. Told to ring back at 1.30 and the merry go round begins again. Previous to this, we may have a long wait in a queue but at least you had a slot and eventually get through. The system causes a lot of frustration and annoyance and whilst I’d never ever be rude to reception staff, I can see why the current service is causing emotions to run high with people. Additionally, the loss of the full engage consult system is such a huge mistake. Why lose such an effective tool? Many queries could be swiftly dealt with via a messaging and photo system. I had to be sent a phone link via reception and the gp didn’t have access to it as it hadn’t been uploaded by the time I spoke to the gp. My husband had to go into the surgery at the end of the day to get a blood test appointment as again couldn’t get through on the phone after gp wanted out daughter to get booked in for a blood test. I’ve always thought highly of the booking system at King Cross, exactly because you could always speak to someone on the day. Really disappointed in this change and I really hope it will be reviewed by the practice manager. I have nothing but respect for the Doctors and staff here, but please consider a review of the new systems as it caused a great deal of stress, time and frustration simply trying to get through yesterday. This is bound to send people to A&E unnecessarily.
Visited April 2023
Review titled King Cross Practice
Replied on 19 April 2023
Thank you for your feedback. The Practice had an update to the phone system in July 2022 to a cloud based system as directed by our commissioners plans for General Practice and due to feedback that patients were unhappy with extensive wait times in the queue. This has had mixed feedback with many patients feeling the call back system was effective and accessibility to appointments was good. However, as with many Practices across Calderdale, we have been facing increasing demand for urgent appointments, which has been through calls and visits to the reception desk. This has led to increased wait time on the phones and this is further compounded by the Practice still being affected by COVID-19 illness restrictions and staffing shortages. General Practice is working exceptionally hard to meet unprecedented demand, with a significant number of additional appointments offered than in previous years, and at King Cross Surgery we are currently reviewing Capacity and Demand workload to provide patients with appropriate care at first contact, within safe working guidance. Further information will be published on our website in the coming weeks regarding service changes. Our commissioners, West Yorkshire Integrated Care Board, have licensed a new online consultation service, called PATCHS, replacing the Engage Consult method. This is not a Practice decision but a move across Calderdale for all GP Practices. While we are managing this change, and identifying issues faced which are inevitable when installing a new system, we have slightly reduced capacity with PATCHS. This capacity will be increased once we can guarantee the system is working effectively.
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Review titled Excellent service
Rated 4 stars out of 5
by Anonymous - Posted on 11 February 2023
Right from my first phone call to the surgery I was helped by a receptionist who understood my request for a gp visit. A prompt telephone call from a go within 30 minutes, and a extremely quick visit from the advance visiting service team to my mum all within the hour. And to complete this excellent service an ambulance was attending to my mum within the hour it was requested. I would like to give my thanks to the go surgery and all the staff for there support and profession help they gave myself and my mum at this very worrying time.
Visited February 2023
King Cross Practice has not yet replied.
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Review titled Excellent encounter today
Rated 5 stars out of 5
by Chris A - Posted on 21 July 2022
Today I missed a couple of calls through my own fault but apologised towards the end of the day when the GP tried my number again. They gave me a lot of their time and attention (I didn’t feel rushed at all) and they provided compassionate, empathetic and efficient care. In the single appointment they were able to facilitate the resolution of several issues and were very clear about the plan and follow up.
Visited July 2022
King Cross Practice has not yet replied.
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Review titled Good Practice
Rated 4 stars out of 5
by Anonymous - Posted on 28 June 2022
Although difficult to get through, the reception staff are pleasant and understanding. Sent for tests at hospital quickly after being seen by the doctor and gives you confidence in the service
Visited June 2022
Review titled King Cross Practice
Replied on 04 July 2022
Dear patient, Thank you for your feedback. We acknowledge that our phone systems are very busy at the moment, with some long wait times, but we have an upgrade booked for week commencing 18 July 2022. This should hopefully decrease phone wait times, reduce line faults and will be a more intuitive system for our patients to navigate. We are also actively advising patients via our website of the best ways/times to contact us to allow us to manage our call flow. We are also accessible via online appointment booking, Engage consult messaging via our website and our doors are open to visit reception. Thank you for your feedback regarding the team, we will ensure this is shared with them. Kind regards, King Cross Surgery.
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Review titled New patient - fantastic experience
Rated 5 stars out of 5
by Chris - Posted on 24 June 2022
I’ve just moved to this surgery after relocating. They arranged my repeat prescription promptly and without issue. They quickly granted me online access. Primary care is under immense pressure as most know, however in comparison to my previous surgery, this practice isn’t too bad to get in touch with. They also engage with you via the NHS app and text message. I was seen for a new patient check with a friendly and skilled HCA who ensured my records were correct. I also had a telephone consultation with a GP. I missed their first call by accident but they soon called back. They were very professional, knowledgeable and caring, and reached a sensible plan with shared decision making. A specialty referral and scan request was made on the same day. The administrators are also kind and efficient.
Visited June 2022
Review titled King Cross Practice
Replied on 04 July 2022
Dear Chris, Thank you for taking the time to leave us a review. We are very happy to hear that you have had a positive experience joining King Cross Surgery. The Practice is actively working on ways to improve our accessibility, including a full upgrade of our phone lines in July 2022, reintroduction of online appointment booking and clearer advertising to patients regarding the ways they can contact us. We have during the pandemic utilised virtual/telephone consultations, utilised the NHS App and SMS discussions with patients. These services have proven to be an effective way of increasing accessibility to our services and will continue as we move into the new normal. I shall share your feedback with the team and thank you again for your feedback. Kind regards, King Cross Surgery.