Cleckheaton Group Practice - Ratings and reviews
Reviews
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Review titled A shadow of what it was .
Rated 1 star out of 5
by Karl Hunt - Posted on 03 February 2024
It all started with a sore throat but ended with a bad taste. I was trying to get an appointment for a sore throat that had became excruciating overnight . Firstly they had a pharmacist call me who through no fault of their own didnt have a clue what they were on about , asking me what I thought it could be . Then I went to see the on duty paramedic , a lovely gentleman who gave me some antibiotics . Unfortunately as I was struggling to eat at the time all these did were make me sick . A day later , unable to breathe properly I called 111 who advised me to call at the hospital but as this was in the evening I decided to leave it and see how I felt in the morning . Unfortunately for me I felt extremely ill , by this time I was starting to become severely dehydrated. Everytime I tried to take medication food or drinks I was vomiting causing excruciating pain to my already painful throat. After calling 111 again they sent an ambulance to take me to a local hospital. Upon inspection the paramedic diagnosed the infection and the hospital have started to treat it , hopefully ill be out in a couple of days . I wouldn't usually complain about something like this, as we all know the pressure the NHS is under but its not the first time I've been failed by this surgery. I can honestly say it will be the last time !! As I lay here in my hospital bed writing this review I'm reminded of all the times they've got things right , all the times I've used this surgery (since it has opened) Its not the same as it was and my family will no longer be using this practice . As soon as I'm out of hospital i shall be requesting a new Surgery. Its unfortunate that its cone to this but health is more important than loyalty I hope one day they correct thier failings but it only seems to be getting worse not better .
Visited February 2024
Review titled Cleckheaton Group Practice
Replied on 12 February 2024
Dear Mr Hunt Thank you for taking the time to post this review of our practice. I have looked into this matter and can see that when you first rang us, you were made an appointment for a consultation with one of our clinicians. This was indeed a pharmacist, as you reported that you had a sore throat and this is the first clinician that we book appointments in with who have sore throats. (We have recently introduced a new service called Pharmacy First, where patients can have private consultations with a highly qualified clinician, who can also prescribe medication if required. This is for 7 different conditions, a sore throat being one of them.) However, when the pharmacist asked you to go for a face to face appointment, you refused and said you couldn't go. The pharmacist then sent a message back to the surgery to inform us of this and asked us to contact you to make another appointment. You rang again in between times, and were verbally abusive to the receptionist about being given an appointment with a pharmacist and slated the service. You were then given another appointment with one of our paramedics whom you came to see at the surgery and you were given some medication. Later that same day, you rang again to say you had vomited after taking the medication, and the advice from one of our GPs was to carry on taking the medication and to go to hospital if you started to experience swelling of the tongue or throat. You rang an ambulance the next day and refused to go to 3 of the hospitals offered and would only go to one of your choosing. So, in conclusion, I'm very sorry that you felt it necessary to post this review of our practice, but as you can see we did everything we could to provide you with the service that you required, according to the symptoms that were reported to us. I hope you will be happier with the service that you get at your new practice. Please cancel the forthcoming appointment you have with us, so that another patient can benefit. Thank you E Mitchell Practice Manager
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Review titled will not rectify there mistakes
Rated 1 star out of 5
by J milner - Posted on 15 April 2023
after waiting three weeks for a face to face appointment l went to the surgery for ten past eight which was my appointment time and checked in on the computer.after waiting twenty minutes the receptionist came over and said there had been a mistake and the doctor was working from home and that the next available appointment was in eleven days time and l said l was not happy waiting so long due to no fault of my own and asked for her to get the practice manager to cal me.that afternoon i got a call from the receptionist saying the practice manager was not in that day and that she could not offer another earlier appointment than the one she gave me l said l was not happy with this and asked if she could get the practice manager to call me the following day which she agreed.the following day l had not received a call by one thirty so l called again saying l was waiting for a call from the practice manager she said the manager was not at there desk so would send a message so l asked what time was the manager there till and told me six o clock.l waited till five forty and still had no phone call and receptionist said she had gone home but could see that a massage had been sent to the manager by the previous receptionist and said she was sorry but could not help me any more.the practice manager is to sort out these problem and come to a amicable decision but how can this happen when patients can not get in contact with the manager and the managers colleagues get hold of the manager.awaiting a reply but who knows when
Visited April 2023
Review titled Cleckheaton Group Practice
Replied on 18 April 2023
Thank you for taking the time to post your review. I asked my manager colleague to give you a call in my absence and discuss this with you. She apologised and explained that we have some new trainees and initially it looked like an error had been made. In fact she spoke to you twice that day. After I looked into the matter further and after listening to some call recordings, I could see that you asked to see a GP, after you were told that the nurse wasn't available to see you until the 28th April, so you decided to ask to see a GP instead, despite being given an explanation that GPs don't normally see patients for what you wanted. However, the receptionist did book the GP appointment for you, at your insistence. It was also noted that you had a nurse appointment 20 minutes after the GP appointment for that same day. The nurse carried out the appointment, and then informed the GP who you were meant to see face to face. That GP then telephoned you. You have also been booked in for a further appointment later this month. Due to workload pressure, it is not always possible for a manager to ring when a patient asks for a call. Hence the reason why it is far better to send in any complaint by email to: cleckheaton.grouppractice@nhs.net That way, the manager has time to look into the matter fully, and then send a full response. I am sorry that you felt frustrated about not seeing the GP that day, but you did have to be at the surgery anyway to see the practice nurse. Please do feel free to contact me by email if I can be of any further help. E Mitchell Practice Manager
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Review titled Very helpful
Rated 4 stars out of 5
by Gill - Posted on 04 March 2023
Following an unexplained fainting incident resulting in wrist fracture I received a text message from the surgery to notify me of a phone consultation with the gp on 7.3.23. As I was going to be on holiday on that date I rang the surgery to let them know. Phone was answered promptly and receptionist was friendly and helpful. The gp rang me about an hour later and was also very helpful and reassuring. Follow up blood tests etc now booked for after my holiday. Excellent service from all staff. Thank you very much.
Visited March 2023
Review titled Cleckheaton Group Practice
Replied on 06 March 2023
Dear Gill Thank you for taking the time to leave us this positive review. It is much appreciated and I know that the staff will be very thankful also. Kind Regards Elaine Practice Manager
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Review titled Could be better communication
Rated 3 stars out of 5
by Anonymous - Posted on 01 April 2023
I don’t know what is happening lately but getting my prescription seems like a mountainous task. I ordered my regular repeats online like normal, and went to my chemist a couple days later like I always do, to be told there wasn’t anything there for me. I rang the prescription line and was automatically shut down by the lady who answered, and was left feeling like I was being told off! She said they were due review so needed to be booked with a pharmacist that’s why it’s taking longer. I asked why nobody informed me of this as it would have saved me a wasted trip to the chemist. I also questioned about my wife’s prescription that I ordered at the same time, and the same thing happened, needed to be booked for a review. As a suggestion please could you inform patients if their medications need reviewing or if there is going to be a delay in getting their meds?
Visited March 2023
Review titled Cleckheaton Group Practice
Replied on 05 April 2023
Dear Patient Thank you for your review. I am sorry that you have had problems in getting your medication. I am happy to look into this for you, however I am unable to do so as you have remained anonymous. If you have any problems, please do send an email to cleckkheaton.grouppractice@nhs.net for the attention of the practice manager and I will be happy to look into this for you. Kind Regards E Mitchell Practice Manager
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Review titled Prescription delays
Rated 2 stars out of 5
by Anonymous - Posted on 03 February 2023
Whenever I try to get a prescription it feels more difficult than it should be. Say if I’m due a review I’m never told, I always find out when I call up because my prescription isn’t at the chemist and all I ever get is “oh yes you’re due a review”. It would be nice if I was contacted so I was aware and could arrange said review. I don’t really find the prescription department helpful. There’s been multiple times I’ve been left without medication even though I request it in advance. I understand everyone is busy but I shouldn’t have to provide suggestions on how they can help me
Visited February 2023
Review titled Cleckheaton Group Practice
Replied on 05 February 2023
Dear Anonymous if you had contacted me about this, I would have been more than happy to look into this for you and try to find out how we can help you get your prescription on time. However, as you've remained anonymous, this makes it more difficult for me to investigate this further. if you change your mind and want to reveal your details to me, please feel free to send an email to cleckheaton.grouppractice@nhs.net and I will try my best to help. Kind Regards E Mitchell Practice Manager
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Review titled Rubbish service
Rated 2 stars out of 5
by Anonymous - Posted on 10 January 2023
Ordered a repeat prescription, went to collect but told it had been lost and the medication wasn’t on record despite being prescribed by the nurse. Had a call back to be told need a nurse appointment, rung back after checking my diary to be asked why I need an appointment, explained the situation to be told the prescription had been done and sent to the pharmacy!!!!! I also have to point out it took 5 phone calls to the surgery to actually speak to someone when I called back. This has wasted so much time for something that could have been dealt with at the beginning had we been given the right information!!
Visited January 2023
Review titled Cleckheaton Group Practice
Replied on 11 January 2023
I am sorry to hear that you did not get a satisfactory service when you ordered your prescription. If I had your name, I would be able to look into this and see what went wrong. However as you have chosen to remain anonymous, I won't be able to do so. I am happy to look into this, if you would like to send an email with your details on it. Kind Regards E Mitchell Practice Manager
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Review titled Excellent
Rated 5 stars out of 5
by Anonymous - Posted on 02 December 2022
Rang to speak to someone regarding my medication query. Very quick to answer the phone and sorted out my problem in a few minutes. the lady i spoke to was so lovely mannered. Thankyou for your help
Visited December 2022
Review titled Cleckheaton Group Practice
Replied on 02 December 2022
Dear Anonymous Thank you so much for taking the time to post your review. Your feedback is very much appreciated. The staff will be delighted. Kind regards E Mitchell Practice Manager
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Review titled Much improved
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2022
There seems to be a much more happier and positive atmosphere when visiting the surgery now. The ladies on reception are always welcoming and greeted with smile. I had to bring my mum in for her annual review and the nurse was very thorough and was brilliant with mum. It seems Cleckheaton group practice is improving. It’s not perfect but atleast they’ve made the effort to make changes and improvements
Visited November 2022
Review titled Cleckheaton Group Practice
Replied on 01 December 2022
Dear Anonymous Thank you for taking the time to post this positive review, it really is appreciated. The staff are delighted to learn that you found your recent experience a positive one. As you say, we are not perfect, but we are working hard to continue to make improvements as much as possible. Thank you again. E Mitchell Practice Manager
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Review titled Holiday Prescription Update
Rated 4 stars out of 5
by John B - Posted on 25 November 2022
After requesting a full 3-month prescription. It's taken awhile and I feel some communication could be improved within the practice and practice to patient, which could have reduced the workload and our stress. Please note we requested our prescriptions on the 11th not the 16th as quoted in your previous response. Thanks to the extra effort by Reception staff, Prescription staff, Doctor and Nurse our issue has now been resolved. Apologies for being a pain but we tried to give the practice plenty of notice and explanation. We even put an explanation note in with the repeat prescription request. As I explained it’s a once in a lifetime type of request and has created a lot of extra and possibly unnecessary work for your staff. Just a suggestion perhaps a special request form could be created when patients need extra meds, reviewed by a doctor for approval to give a little flexibility. Spoke to a Dr they were of a similar opinion, it could help save time and stop the frustrations for both patients and staff. Thanks again for resolving this issue, the Practice is a much pleasanter place recently and the new receptionist staff are helpful and picking this up quickly.
Visited November 2022
Review titled Cleckheaton Group Practice
Replied on 28 November 2022
Good Morning Mr B Thanks for your further comments. I am glad you got the problem solved eventually. As previously explained, the maximum issue is usually 3 months, but as long as we have enough notice, we can always look at each request individually and the clinician can make a decision. I am glad that you find the practice a much more pleasant place to come. As always, if you have any other problems, please do email us directly at cleckheaton.grouppractice@nhs.net and we will do our best to resolve them as soon as possible. E Mitchell Practice Manager
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Review titled Holiday Prescription Request
Rated 3 stars out of 5
by John B - Posted on 17 November 2022
Going on an extended once in a lifetime holiday, repeatedly informed reception and Pharmacy and Dr that we would need a 3 month prescription to cover the holiday period. Put in request for my wife and I with covering letter to explain. Went to pick up prescription and only 2 months with items missing from both of our prescriptions. Spoke to Drs Pharmacy staff and told the NHS only issue 2 months script. Yet asked in two chemists who regularly dispense 3 months, looked online and NHS states 3 months. Trying to sort multiple issues now with missing drugs, drugs withheld as they want tests before issue and still being told only 2 months of meds. But the GP may make an exception. The GP who charged us £60 for two letters detailing our meds for travel? At least that terrible cloud that hung over Reception has gone, staff seem much happier, wonder why. Hoping the Pharmacist staff, Dr and Chemist can resolve this quickly. Seems unnecessary stress for an extra 4 weeks of meds, help I’m not a celebrity get us 3 months meds :-)
Visited November 2022
Review titled Cleckheaton Group Practice
Replied on 18 November 2022
Dear Mr Bastow We received your request on 16th Nov. As explained to you, we can only issue a maximum of 3 months medication. The prescription clerk issued your medication so that you had 3 months. We also asked the clinicians to look at your request, which they are currently doing. If certain drugs are missing from prescription requests, this is because the patient needs a review before issuing those drugs. We did make an appointment for your wife, despite the fact that there wasn't a long enough appointment. As your request was only made two days ago, I would have hoped that you would have given us a chance to resolve this matter, before posting a negative review. I am glad that you have found our new receptionists to be a happier bunch! We are dealing with your request and someone will be in touch as soon as possible. E Mitchell Practice Manager