Blackburn Rd.Medical Ctr. - Ratings and reviews
Reviews
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Review titled Outstanding care
Rated 5 stars out of 5
by Susan Greenwood - Posted on 27 April 2024
I had to have the gp out to my Aunt who was then put on end of life care, the practice and the gp were outstanding so caring and considerate, it is my practice also, apart from getting through on the phone I cannot fault them
Visited April 2024
Review titled Blackburn Rd.Medical Ctr.
Replied on 29 April 2024
Dear Mrs Greenwood Thank you for your feedback, it is always nice to be given a positive review for the care we provide at the surgery. We are working hard to answer calls as quickly as possible and we appreciate that sometimes it is busy and takes longer. We have the keep my place in the queue where you can request a call back and not stay on the telephone on hold. I will be sure to pass on your comments to the team Many Thanks Claire Banks Practice Manager
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Review titled Poor Practice
Rated 1 star out of 5
by Mark - Posted on 09 February 2024
Tried on numerous times to get an appointment appointments either cancelled or further appointments made then cancelled This following major surgery
Visited February 2024
Review titled Blackburn Rd.Medical Ctr.
Replied on 19 February 2024
Dear Mark Thank you for your Feedback. I am sorry that you have had appointments cancelled. Unfortunately, the surgery has struggled with a high sickness level over the last few months which resulted in pre-booked appointments having to be rearranged. If you are still needing an appointment or would like to discuss further, please contact me at blackburnroad.medical@nhs.net with your details. Yours Sincerely Claire Banks Operations Manager
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 08 January 2024
Rang the surgery to confirm an appointment. I was on hold for 30 minutes. I rang off and tried once more. Again, on hold for nearly 30 minutes before I rang off. Surely someone should be answering the phone within 5 minutes? Have they not got enough staff there? The service at Blackburn road Medical centre is dire. Been a patient there since childhood (71 years old now) but thinking of trying elsewhere.
Visited January 2024
Review titled Blackburn Rd.Medical Ctr.
Replied on 09 January 2024
Dear Patient Thank you for your feedback. I am sorry that you found it difficult to get through to the surgery. If you would like to provide me with your details and the date and time of your calls, I can look into this further for you and understand better the reason you were waiting so long. We do have an option called keep my place in the queue, where you can request a call back so you are not waiting on the phone. Yours Sincerely Claire Banks Operations Manager Blackburnroad.medical@nhs.net
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Review titled brilliant nurse
Rated 4 stars out of 5
by Anonymous - Posted on 12 July 2023
want to leave a review of a agency nurse that I met recently, never known a nurse like it, fast efficient and didnt miss a thing, she corrected the wrong that another nurse treated me for last year and was able to treat my chest infection after I struggled to get a doctors appointment, highly recommended thank you,
Visited June 2023
Review titled Blackburn Rd.Medical Ctr.
Replied on 13 July 2023
Thank you for your feedback. It is always a pleasure to read positive responses to the clinical team including the locums. I will pass this on to the Nurse. Kind Regards Claire Banks Operations Manager
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Review titled Phone unanswered
Rated 1 star out of 5
by Patricia burgess - Posted on 12 April 2023
Tried getting an appointment but after calling at 8 i was still on the phone until 10am with no one answering the phone . I have been with this practice over 20 years and they have always been fantastic.This kind of service is unacceptable and seriously needs sorting out
Visited April 2023
Review titled Blackburn Rd.Medical Ctr.
Replied on 17 April 2023
Dear Mrs Burgess Thank you for your feedback. I am sorry that you have struggled to contact the surgery and was on your phone for 2 hours trying to get through. I have looked at the average wait time on 11th April and, if this was the day you were trying the reach the surgery, the longest wait time between 8am and 10am was 14 minutes. I will contact the phone provider to ensure no calls are getting stuck anywhere in the system, making your wait time longer. I assure you that we have as many staff as possible answering the telephones and we are working with the phone provider to improve the service where we can. We have PATCHES where you can register online and submit an enquiry which is dealt with usually within 24 hours. Once again, I am sorry for the inconvenience caused. Please contact me should you wish to discuss this further. Yours Sincerely Claire Banks Operations Manager
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Review titled Receptionists decide who to give appointments to
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2023
I had a pain in my right side (pelvic). I had to explain why I was calling. I explained I had a throbbing in my side from the previous night, and had been diagnosed with a cyst recently. I was refused an appointment and sent to A&E some 7 hours later and a referral to a second A&E at Pinderfields to find out from the surgeon I had a torn ligament in my groin. Something that had it been examined by a GP could have been diagnosed especially when the pain happened at a particular time and the area the pain occurred. I ended up with a very annoyed surgeon who said your shouldn’t be here. I was being assessed to see if I needed admitting for surgery. How much did the refusal of a GP appointment cost two hospitals and in the middle of a junior doctors strike. Appointments are not working at this surgery and it’s about time we went back to the system of queuing and late openings like we did years ago that has to be better than the 8 1/2 hour wait I had in A&E with a fractured foot because people uses A&E for the wrong reasons.
Visited April 2023
Review titled Blackburn Rd.Medical Ctr.
Replied on 17 April 2023
Thank you for your feedback. I am sorry for the experience you have encountered with the reception team. In order to look into this further and deal with the matter appropriately, could you please provide your name and contact number to blackburnroad.medical@nhs.net and I will ensure the matter is looked into. Yours Sincerely Claire Banks Operations Manager
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Review titled Expecting a telephone review today no call
Rated 1 star out of 5
by Anonymous - Posted on 17 April 2023
Expecting a telephone review today no call. This surgery is convenient for me or I would move surgery. Poor service.
Visited April 2023
Review titled Blackburn Rd.Medical Ctr.
Replied on 18 April 2023
Thank you for your feedback. I am sorry that you did not receive a call as expected today. If you could please provide me with more information, I can look into this for you. Please email blackburnroad.medical@nhs.net with your contact details. Yours Sincerely Claire Banks Operations Manager
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Review titled Conveyer Belt Service and Bad Practice
Rated 2 stars out of 5
by MRS LUCINDA J TEAL - Posted on 06 February 2023
This morning, I queued at 7:55 for a GP appointment. There were at least 8 people before me who had to speak with a receptionist through a window and describe all of their personal health issues with no dignity or privacy. 2 receptionist were present and 1 window advertising social distancing in practice. However, 2 strangers are forced to stand together in that small window area discussing inappropriately what is wrong with them. No social distancing promoted. It came to my turn and I was at the window with another person that I happen to know from work. I did not wish to discuss my condition in front of anyone, more so not someone who knows me. I gave the receptionist vague information and was told that a doctor would call me either this morning or into the afternoon. I suffer with anxiety and am dealing with several issues at present including work related stress. The last thing I want to do in stand with a crowd of people telling a receptionist detailed information about what is wrong with me. Is that not a doctors job to determine details and then make a clinical decision. A GP contacted me around lunch time. I was asked how they could help and within minutes I was reminded that they only had a 10 min slot and that although they are frustrated by this, it is very busy. I explained very briefly my conditions, discussed medication and was then told that they would only normally deal with one thing at a time and that they had now been on the phone 13 minutes. I was rushed and made to feel unimportant which has just added to my anxiety/stress. It is disgusting that a GP is reminding a patient that they do not have time for them to discuss what they are calling for. We are all aware of the pressures in the NHS and Social Care, I myself work in the NHS. However, it is not acceptable to be treated in such an unprofessional manner. The service is just like a conveyer belt. What has happened to Blackburn Road Medical Centre - you can never get consistency from speaking with the same doctors, you are very lucky to get an appointment unless you are physically in a que at 8am and then this is always a phone appointment. The system is failing people.
Visited February 2023
Review titled Blackburn Rd.Medical Ctr.
Replied on 07 February 2023
Dear Mrs Teal Thank you for your feedback. Please accept my sincere apologies. This is not the level of service you should expect from the Surgery. I have noted your comments about privacy and the social distancing sign. I have taken steps to remove the sign and the screens to help prevent this from happening again. There are also signs up on the reception desk which state that you can ask for somewhere more private should you wish to. The reception staff are all trained in care navigation. This is to ensure that you are guided to the correct service which is not always a GP. Should you not wish to provide the information, the team will respect your wishes. I am sorry if this did not happen. We have an online service called engage consult. This is via the website. You receive a response within 48 hours but in most cases have an appointment the next day after completing the online form. I believe that your appointment should have been booked as a double slot to give the GP time to discuss your concerns. I am sorry that you felt you were rushed by the GP even after 13 minutes. I will feed this back to him and discuss the importance of not making a patient feel rushed in the consultation. Once again, I am sorry for the experience you have encountered yesterday. Yours Sincerely Claire Banks Operations Manager
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Review titled Poor Service
Rated 1 star out of 5
by D Clough - Posted on 15 February 2023
I have been a patient at this surgery for over 30 years and I cannot believe how badly it has gone down. Receive a text for an annual review telling me to contact the surgery. Wow I had left it until after 11am to get the emergency appointments and test results out of the way but after a hour I hung up. I tried again after 2 and again another hour and still nobody answered. The old doctors of this GP would be shocked at the level of service now given. Still havent got through so looks like I am going to have to travel to the surgery to get an appointment but as a disabled person this isn't really acceptable. I have online but everytime you try to get an appointment on there it is at least 3 weeks away and usually only a telephone consultation. I know that the NHS is stretched but you are not taking nowhere near the amount of appointments in surgery as you used to before covid. You really need to be looking at sorting this service out. Appalling!!
Visited February 2023
Review titled Blackburn Rd.Medical Ctr.
Replied on 20 February 2023
Dear D Clough Thank you for your feedback. I am sorry for the service you have encountered. Unfortunately, over the last few weeks we have had issues with staff sickness which has resulted in longer wait times for our patients. We do have alternative methods of contact which may make it easier for you. Email is an option to blackburnroad.medical@nhs.net or via the website we have Engage consult. The surgery is providing face to face appointments should you wish to be seen face to face. There are only a certain number of online appointments available, and they are filled very quickly and therefore anything available will be in a few weeks. If you feel it is more urgent, you can use the engage consult system should you not wish to hold on the telephone. This is usually actioned the next day but can be up to 48 hours. Once again, I am sorry that you have experienced this level of service. I assure you that we make every effort to answer the phones as quickly as possible and I hope that in the future you will encounter a better service from the practice. You can contact me via the surgery email blackburnroad.medical@nhs.net Yours Sincerely Claire Banks Operations Manager
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Review titled Extremely unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 10 January 2023
First phone call to the surgery on Monday. They were too busy and was instructed to ring 111 and the phone was hung up. 111 advised to attend A&E - fantastic service at A&E, diagnosis and medication recieved. Was instructed to ring doctors ASAP the next day due to a lump being discovered. Rang the doctors back on Tuesday, I explained everything along with my condition. Was told to attend the surgery within 10 to 15 minutes. I explained that I have no transport and that it takes 20 minutes for me to walk to the surgery on a good day. Asked to make an appointment for the following week and it was a simple no. I'm absolutely shocked at how I have been discriminated due to not owning a car.
Visited January 2023
Review titled Blackburn Rd.Medical Ctr.
Replied on 16 January 2023
Dear Patient Thank you for your feedback. I am sorry for the upset this has caused you. If you could provide me with some further details, I can look into this for you. I have spoken with the reception team, however, with further information, I would be able to address this matter directly to the staff member involved. Please email your details to blackburnroad.medical@nhs.net Yours Sincerely Claire Banks Operations Manager