Lupset Health Centre - Ratings and reviews
Reviews
-
Review titled Don't bother
Rated 1 star out of 5
by Anonymous - Posted on 29 April 2024
For 18 months I have been trying to get a Doctor to help me with a problem I still can't get a diagnosis for. I've been told the wrong information multiple times on the phone, delaying my getting appointments and potential treatment. Never get the same doctor so constantly having to re-educate them on my history, which means they don't take it in and actually help you. I feel absolutely lost right now, and terrified for my health, but do they care? Not a jot.
Visited April 2024
Lupset Health Centre has not yet replied.
-
Review titled New phone system appalling.
Rated 2 stars out of 5
by Anonymous - Posted on 25 January 2024
I rang today after being told needed a blood test, was 12 in que when I connected, after holding for 15 minutes I got to 10 & hung up, absolutely appalling, it was afternoon when I rang so not even in appointment rush time. Yes I know I can request a call back but I do not want to be listening out for my phone for god knows how long it will take you to call back. Use the available staff to answer incoming calls instead of calling back at your convenience.
Visited January 2024
Review titled Lupset Health Centre
Replied on 26 January 2024
Dear Patient Thank you for your feedback concerning the new telephone system. We introduced the new callback service so that patients are in the telephone line in order of contact with the practice and so the patient did not need to stay on the telephone line. I appreciate that you do not wish to use this new system or wait for the surgery to call you back. I can assure you that all available staff are answering the telephone as quickly as possible and the Managers throughout the day are reviewing the telephone waiting times using the new software to try and avoid patient waiting excessive times. Currently we are reviewing the busy times of the day so that we can put additional staff on the telephones to help with the demand when we have staff availability. However, this can change daily as I am sure you will appreciate due to patient demand. You mentioned that your appointment was for a blood test. We are currently sending out SMS links for patients to book these appointments directly. If you have not consented to SMS messaging and would like to have this service then please email lupset.secretaries@nhs.net with your details and we will be happy to arrange this option for you in the future. I will certainly feedback to the Managers to continue to review patient telephone waiting times and make changes to the number of staff available during the busy periods. If you would like to discuss this in more details then, please email the secretaries and I will contact you directly. Once again I would like to thank you for your feedback. It is very much appreciated so that we can listen to patients experiences to improve the service we provide to patients. Kind Regards Lisa Roberts General Manager
-
Review titled Not good
Rated 2 stars out of 5
by Anonymous - Posted on 03 November 2023
Been trying to get an appointment for my daughter no appointments left all week. Then a doctor was going to phone me back on a waiting list. Got no call back & my daughter is ill
Visited October 2023
Review titled Lupset Health Centre
Replied on 19 December 2023
Dear Patient Thank you so much for your feedback concerning your difficulty in obtaining an appointment for your daughter. We are reviewing the issue concerning the no availability of appointments and are continuously reviewing the appointment system, making changes to improve the service for all our patients. I would appreciate it if you could contact the surgery so that I can investigate as to why you did not receive a call back from the doctor when you was placed on the call back list. Please contact me on 01924 668977 or email lupset.secretaries@nhs.net, I look forward to hearing from you. Kind Regards Lisa Roberts General Manager
-
Review titled They'll navigate your care but won't let you see a doctor
Rated 2 stars out of 5
by Anonymous - Posted on 01 August 2023
Too many patients not enough doctors and an ahem... care navigator! Rang at 8am this morning. Number 50 in queue. Spoke to receptionist, who is also known as patient care navigator at 8:52am, no appointments until Saturday afternoon when I'll have to travel to Ossett to see a GP. I live 10 minutes walk from the surgery and don't drive. Something is very badly wrong here and I really feel the surgery shouldn't be accepting new patients until they get it sorted. They need to be able to manage their existing patients more effectively before accepting new ones. It all feels pretty shambolic to me and what in the world are the qualifications of their patient care navigators? Or, are they really just receptionists with another name or work experience students trying to learn about the NHS on minimum wage. I don't want a teenager to navigate their way down a care pathway for me. I could just ring 111 if I wanted that sort of experience. I realise they are an almost extinct species but I really would like to see a doctor before the start of the next century if it's at all possible to do so.
Visited August 2023
Review titled Lupset Health Centre
Replied on 19 December 2023
Dear Patient Thank you for your feedback concerning accessing the practice for an appointment with a doctor. Due to the demand at present, it is extremely busy on the telephones and the telephone lines only hold 50 patients in the queue. We have recently upgraded the telephone system which now offers a ring back service for patients so that they no longer need to wait in the telephone queue. The new telephone model is more efficient, and we can monitor the demand more appropriately. General Practice is changing due to the increase demand for services. Due to the increased demand all practices have adapted to a new way of working to ensure that all patients are navigated to the relevant clinician. It may appear to patient that the lack of appointment availability is due to the increase patient list at the practice. I acknowledge your opinion on accepting new patients when managing the existing patients is difficult due to lack of availability. We do monitor the patient list size on a regular basis and the practice patient list as not changed for several years, due to patient leaving the area so deregistering with the practice. Thank you on your feedback on your view on the care navigators. I would like to reassure you that all the care navigators have had intense training within the NHS to ensure that they navigate patients in a safe and efficient manner to the appropriate clinician. We acknowledge that most patient wish to see a GP, however due to the changes within General practice, patients are now navigated to the appropriate clinician, and this will not always be a GP. For example, if you have an acute knee pain, you will be navigated to a physio who can assess you and arrange any follow up care that is required. We appreciate it is difficult for patients to travel but unfortunately to enable the practice to offer additional appointment capacity it will mean that patients may be requested to travel to another practice for their appointment, we appreciate this is not ideal for many patients and we are continually reviewing the process. If you wish to discuss the issues you have raised further please do not hesitate in contacting me on 01924 668977 or email lupset.secretaries@nhs.net. Kind Regards Lisa Roberts General Manager
-
Review titled New hone system terrible
Rated 2 stars out of 5
by Anonymous - Posted on 19 June 2023
You ring through & get a long winded narrative about no appointments left, mid afternoon I would be very surprised if there was any left, being a patient for several years. This part of the service cannot be cut short or avoided, you have to wait for a full minute for him to finish explaining the obvious, then phone line seems to go dead for a few seconds before being put through to the surgery. The old system was bad but easier to navigate and less lengthy due to being able to skip what you didn't need.
Visited June 2023
Review titled Lupset Health Centre
Replied on 25 July 2023
Dear Patient Thank you for your feedback concerning your experience in contacting the practice. I have reviewed the telephone message and I have currently suspended the new message service whilst we look at additional options so that patients have a service which is easier to access. I agree that the service cannot be cut short or avoided so we will continue to work with the telephone company to make changes that give patients a better service when contacting the practice by telephone. If you wish to discuss this in more detail then please do not hesitate in contacting the practice and requesting to speak to the Practice Manager. Kind Regards Lisa Roberts General Manager
-
Review titled Brilliant care for a very nervous patient!
Rated 5 stars out of 5
by Margaret Oliver - Posted on 28 March 2023
Had a text to attend my diabetes review and the worry started there! I booked my appointment and attended...moved very slowly along the corridor to waylay the inevitable, but, I need not have worried at all. I was made to feel comfortable, not a bother about my issues with needles and more importantly I feel, was listened to regarding my fears and found the nurse found the best place to complete the job as quickly as possible, checking that I was o.k every few seconds! The results are in, and a nurse practitioner has just called to let me know that my numbers are down, so it was well worth attending my review!
Visited March 2023
Review titled Lupset Health Centre
Replied on 28 March 2023
Dear Margaret Thank you so much for this positive review. It is lovely to hear that the nursing team listened and cared for you. We look forward to seeing you at your next review where we hope you will not worry beforehand. Kind Regards Lisa Roberts General Manager
-
Review titled Catastrophic
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2023
Every morning while ringing my own GP atleast 30 times to get through. When clicking option 2 all other appointments, it does not work, I get cut straight off the phone line, when managing to get through to the phone line a second time I clicked option 1 home visits and emergency which myself at a GP unless ringing 999 I have tried getting through for 2 week this to me is intact now a GP emergency I need to see a doctor! When clicked on emergency to then be put through to a reception staff finally for then a rude women answering the phone not allowing me to explain my situation for her to assess if it’s an emergency just spoke over me and said we need to keep this line clear for emergencies, when I could eventually get a word in to reply to this lady, I tried to explain I need an appointment and the phone lines on option 2 keep cutting me off and unable to get through for a while now… I rudely got told to just keep trying, not one slight bit on interest of why I am calling the emergency line, and very blunt and rude! I work for the NHS myself and would not dream of treating a patient this way!
Visited January 2023
Review titled Lupset Health Centre
Replied on 23 January 2023
Dear Patient Thank you for your comments concerning your experience in contacting the practice and the fact that you have been cut off on numerous occasions. I have contacted the telephone company to run a diagnostic test on the telephone system to identify any faults as it should not be cutting off patients when accessing the appointments line. I can appreciate that this would have been very frustrating for you, and I would like to apologies that you felt the Administrator did not listen to the difficulties you were experiencing or assessed if it was a medical emergency. It is important that patient can access the Practice and speak to a member of the team without them feeling the member of the team is rude towards them or not listening. I would appreciate it if you could contact the surgery and speak to me the Practice Manager with more details of your experience this morning with the administrator, then I can investigate the incident to ensure that the appropriate feedback is given. Kind Regards Lisa Roberts General Manager
-
Review titled Great service
Rated 5 stars out of 5
by Andrew Oliver - Posted on 13 December 2022
After an error by both my wife and I in reading the date on the printed appointment date and time, unfortunately I went in a week early for a (time sensitive) blood test, albeit at the right time! The receptionist was absolutely brilliant, saying there was an appointment cancellation for later in the day if I could attend, then had me wait a few minutes, and then asked me to go through as I would be seen immediately. The nurse was also professional and helpful even though they were busy and the surgery full. Thank you all for your help today, as I see the complaints, but feel the good service also needs to be recognised.
Visited December 2022
Review titled Lupset Health Centre
Replied on 14 December 2022
Dear Andrew Thank you so much for your review, it is so much appreciated. Kind Regards Lisa Roberts General Manager
-
Review titled Dreadful service
Rated 1 star out of 5
by Anonymous - Posted on 18 November 2022
The doctors in this practice should be examining the terms of their registration with the General Medical Council because they are definitely not adhering to it. The service here is unprofessional, lazy, frightening and ineffectual. The surgery is letting patients down everyday. I think just reading through other people’s reviews says it all. I’m not sure why blood tests are ordered then not examined properly, mistakes are being made regularly. There is a complete lack of interest by any doctor.
Visited November 2022
Review titled Lupset Health Centre
Replied on 14 December 2022
Dear Patient Thank you for your comments. I am genuinely sorry that you feel the service we provide is unprofessional and we are letting patients down on a daily basis. The reviews that you have read we are reviewing, and I will be looking at how we can improve the service in the future. I would like to investigate the concerns you have raised on how you are being treated by the Doctors and especially concerning your blood test that you feel have not been examined properly. So, it would be appreciated it if you could contact me either by telephone on 01924 668977 or email lupset.secretaries@nhs.net to discuss your concerns so that I can investigate your complaint more thoroughly. Kind Regards Lisa Roberts General Manager
-
Review titled Phone system totally unfit for purpose.
Rated 1 star out of 5
by Anonymous - Posted on 24 November 2022
I rang this morning, second time this week. When I finally got through I pressed for appointments it rang engaged then cut me off, this happened about 5 times before I got the recorded message telling me I was 50 in que. I held on a while but the que was going down so slow I gave up after 48 minutes & still 11th in que. This surgery really does need bringing up to standard. We have been patients with this practice for over 30 years and watched it deteriorate over the years, such a shame as most of the staff are good, some not so. Judging by the fact the surgery has not responded to any comments on here since March they know they are failing patients.
Visited November 2022
Review titled Lupset Health Centre
Replied on 14 December 2022
Dear Patient Thank you for your comments concerning your experience in contacting the practice. We are extremely sorry that you have felt very frustrated with the service that you have received from the practice, and I will endeavour to investigate your concerns so that we can make positive changes into the service we provide. In response to your issue with the telephones of 50 in the queue. We appreciate that it is extremely high volume of persons waiting on the telephones is not ideal, but we have now recruited additional staff so that we have more staff answering the telephone throughout the day. We have introduced some pre-bookable telephone triage and face to face appointments for patient to book in advance so that they do not have to ring at 8.00am. We now have the additional availability of offering pre-bookable appointment through GP Care Wakefield for 2 weeks in advance for GP, nurse etc appointments which is facilitated at Ossett Village. We have introduced a message so that we can inform patients when we do not have any GP appointments available on the day, this will hopefully keep patient informed so they are not queuing only to be informed we have no appointments to offer. Thank you for your loyalty as a patient for over 30 years and it is a shame that over this time you have seen the service we provide deteriorate over the years. However, we are continually reviewing the service we provide on a regular basis so that we can implement improvements, this is a difficult task due to the high demands in General Practice at this present time. We do no wish to fail any patient at the practice, we welcome any feedback from the patients, and we will endeavour to respond as soon as humanly possible. So, I take on board your feedback on responding to patients reviews and moving forward I will work towards a more efficient response time. If you wish to discuss any of the issues you raised, please do not hesitate in contacting me on lupset.secretaries@nhs.net. Kind Regards Lisa Roberts General Manager