Health Care First Partnership - Ratings and reviews
Reviews
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Review titled Fab Nurse!
Rated 5 stars out of 5
by Justin lord - Posted on 11 April 2024
I saw a lovely nurse at Ferrybridge surgery for my NHS MOT wow what an amazing lady she went above and beyond! The advice and help she has given me has changed my out look on life! So much appreciated carnt thankyou enough!
Visited April 2024
Review titled Health Care First Partnership
Replied on 11 April 2024
Dear Mr Lord, thank you so much for your positive feedback we will be sure to pass this along to the nurse involved. Health Care First welcomes all feedback both positive and negative so that we can continually improve our services to our patients where necessary. Best wishes, Feedback Team, Health Care First
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Review titled Disgusting Service
Rated 1 star out of 5
by Jessica - Posted on 30 April 2024
Absolutely disgusting service. Contacted Healthcare First via Patches online re. an issue and requesting to see a GP as it's lasted 5+ weeks and getting progressively worse. Informed them several times in the information that I was currently seeing a private Physio but there was no improvement and increased pain and the response I received was to self-refer to a physio and the request was closed? How is this at all helpful when I stressed to them I was already seeing a physiotherapist? Did anyone even bother reading the information I provided? It's extremely alarming and not all comforting to receive such a response from what is undoubtedly an admin service pulling generic answers from a script and directing patients without any real clinical input.
Visited April 2024
Review titled Health Care First Partnership
Replied on 30 April 2024
Dear Jessica, We are sincerely sorry you have had the need to complain about getting access to services at Health Care First. We understand that timely access to healthcare services is crucial, and we regret that you have experienced difficulties in this regard. Please be assured that we take your feedback seriously and are committed to addressing the issues you have raised. In order for us to investigate fully please would you send more detail to wyicb-wak.feedback.hcf@nhs.net We will then be able to come back to you with our findings and feedback any learning or changes we can implement to make things easier for our patients. Many thanks Health Care First
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Review titled Very poor
Rated 1 star out of 5
by KirstenMcCourt - Posted on 03 April 2024
How hard is it to get a simple face to face routine appointment with a GP? Impossible it would seem. A physical visit into the surgery- a patches referral- a second patches referral- a link to book an appointment- not a single appointment within 1 month- unable to see beyond that- a phone call with an unsympathetic call handler- I consider myself of good intelligence and proportionate demeanour - I found todays experience beyond ridiculous . At least 2 hours engaged in the simple task of getting an appointment to no avail- who do I make an official complaint to?-how can we make a difference?
Visited April 2024
Review titled Health Care First Partnership
Replied on 16 April 2024
Dear Kirsten, we are sincerely sorry you have experienced such difficulty trying to access services at Health Care First. If you would like to send all the detail to wyicb-wak.feedback.hcf@nhs.net we will be able to investigate this and come back you to with a more detailed response. We are committed to making your experience as easy as possible with the constraints of the platforms given to use by NHSE. Your feedback is valuable to us so that we can improve where necessary. We look forward to hearing directly from you on the above email address. Best wishes, Feedback Team, Health Care First
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Review titled Cancellations......
Rated 1 star out of 5
by Margaret - Posted on 27 March 2024
On the 9th of February I had an appointment with a GP where he suggested that I should have an ECG and he expected that it would take place within 7 - 10 days. As things are I am still waiting. So far you have cancelled and tried to rearrange 3 times, I have just called you and made an appointment which I expect to be kept on 19th April. All in all it will have taken over 2 months for something which was expected to happen in less than 2 weeks. I consider that to be poor service. Actually making that appointment seemed easier by phone since I was willing to go to any surgery to make it possible to rearrange as soon as possible. It took your operator over 25 minutes to answer the phone. She was polite but I think an apology is the least anyone should expect having held on for so long. She is clearly used to patients having to wait so long and thinks nothing of it. I have emailed you as well as leaving this review since I received no response last time I emailed you.
Visited March 2024
Review titled Health Care First Partnership
Replied on 27 March 2024
Dear Margaret, we are sincerely sorry your appointments have been cancelled on several occasions and you have encountered difficulties in rebooking this appointment. We value all feedback both positive and negative in order that we can improve our processes for our patients. Once again we can only apologise that we had to cancel your appointments which will have been due to sickness absence within the organisation. We will respond to your e-mail where we can reply in more detail. Many thanks Health Care First
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Review titled Fantastic
Rated 5 stars out of 5
by Bec - Posted on 14 March 2024
I used the PATCHs system this morning to inform the GP’s that I was experiencing a problem and wished to be seen. It was open for requests from 07:45, very easy to use, easier than calling for an appointment and waiting 45+ minutes on hold. I was called back at 08:25 and informed that I needed to see a GP. Unfortunately no appointments were available at Normanton so I travelled to Methley. I received a text message with appointment confirmation. All of the staff at Pinfold were lovely and the female ANP I saw was very thorough and fantastic! She put me at ease, consultation was quick but in depth and overall I had a very positive experience.
Visited March 2024
Review titled Health Care First Partnership
Replied on 14 March 2024
Dear Bec, thank you so much for your very positive feedback. We are so pleased that the new NHSE Modern General Practice model is working well and we will pass this along to our teams. We welcome all feedback both positive and negative so we can improve the process for our patients moving forward. Once again thank you for this comment. Best wishes Feedback Team Health Care First
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Review titled Not patient centred
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2024
A less user friendly medical practice is hard to imagine. My 92 year old mother, under the care of the Gold Standard Palliative Care Team was made to attend the surgery, instead of having a home visit, where she didn’t see a doctor, but a Nurse Practitioner, when she was extremely sick with a chest infection. Within 24hours she was rushed to hospital with pneumonia. Upon discharge I attempted to order her new medication, which had been prescribed by the hospital. After 3 weeks this still wasn’t on her repeat prescription, despite a discharge letter being sent from the hospital. I left a voicemail message on the pharmacy line. I only left a voicemail as I was on hold for over half an hour on 2 separate occasions. They never responded. The next day I attended with my 97 year old father for an appointment which had been rescheduled due to his recent hospital admission, and was told that the appointment wasn’t until 2nd April, 2 weeks from the day I attended, on the day that they had given us!! I took the opportunity to ask the receptionist about my mothers new prescription, she told me that the medication was out for delivery. By Friday it never arrived, I was obviously lied to, another case of outright incompetence. My sister attended the pharmacy the next day to try and obtain the medication that was fast running out, only to be told that it wasn’t on the repeat order and that she would have to call 111 and ask for it to be prescribed. How incompetent and outrageously inefficient. So it seems that this practice only accept online repeat prescription orders and requests. What arrangements have they made for elderly patients who are unable to use the internet and whose carers have travelled from all over the country to care for their elderly parents and have no access to their online medical care forms??? This surgery seems to operate purely for the medical partners’ convenience and pays no heed to their patients’ needs. They have made no arrangements for those disadvantaged and unable to access the care they need.
Visited March 2024
Review titled Health Care First Partnership
Replied on 19 March 2024
Dear Anonymous we are sincerely sorry that you feel your mother and father care has fallen short on several occasions when trying to obtain appointments and medication. We do have different options for patients who are no able to use a digital route for access. In order for us to look into this and respond in more detail please send your parents details to wyicb-wak.feedback.hcf@nhs.net Best wishes Health Care First Feedback Team
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Review titled Truly appalling lack of service and care
Rated 1 star out of 5
by Neil Ayers - Posted on 03 April 2024
Wait on Hold for hours to get through to a call handler. To get an appointment they say you'll have to be reviewed by the Clinical Assessment Team. When 3 days later you ring (hours on the phone) to complain that you’ve heard nothing you're given what is at best flawed advice at worst is a blatant attempt to fob you off. When you ring back (waiting hours on the phone again) to tell them how the Agency they referred you to has laughed regarding the quality of their advice, they again refer you the Clinical Assessment team who take all day to decide, and notify you by email, that you do need to see a doctor but as its so late in the day you’ll have to take your 10 year old to a walk in centre. Absolutely disgusting service, no consideration the Patient. Don't bother filling in a complaint form, you don't get a response.
Visited March 2024
Health Care First Partnership has not yet replied.
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Review titled Terrible servicec
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
Tried using patches what a joke it was reviewed by clinical team and told to see the pharmacist, he rang me and said he wasn’t qualified to deal with my situation and to go back to GP , put all this on another request only to be told to see pharmacist.. surely the clinical team should know what the pharmacist can and can’t do .. absolutely shocking .. I’m still waiting to be seen .. I really think we have a right to see a GP .. bring back the old appointment service .. reading other reviews this practice needs sorting .. I’m fuming !!
Visited February 2024
Review titled Health Care First Partnership
Replied on 19 February 2024
Dear Anonymous, We are sincerely sorry you have not had a good experience using the new community pharmacist service. There are very specific criteria and conditions that the pharmacists are now able to treat, as you may have seen in the media recently. All practices have been sent this criteria and our care navigators will use this to assess whether your problem is appropriate to be transferred to a member of the pharmacy team. If, after asking you pertinent questions, they are no able to help you they do contact the surgery to advise us your problem is not resolved and we should then be back in touch with you help resolve the issue. This seems to have fallen down in your case for which we can only apologise. If you would like us to investigate this in more detail please do contact us on wyicb-wak.feedback.hcf@nhs.net Best wishes Health Care First
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Review titled Right to choose
Rated 2 stars out of 5
by Lauren - Posted on 05 February 2024
Went to the doctors and asked about right to choose doctor had no idea what I was talking about and was adamant I had to go through school. Was rude and abrupt.
Visited February 2024
Review titled Health Care First Partnership
Replied on 14 February 2024
Dear Lauren, We are sincerely sorry you have had a poor experience trying to access services at the surgery and will feedback to the teams that you felt they were rude and abrupt. If you are not able to resolve your issue via the school then please do contact the feedback team on 01977 664502 and we will try and assist. Many thanks Health Care First
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Review titled Not very friendly
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
Recently had an appointment and was at reception, one of the Drs walked past was quite clearly scowling at receptionist when trying to help me and was very rude to other members of staff. Think it was somethingright a female.
Visited February 2024
Review titled Health Care First Partnership
Replied on 28 February 2024
Dear Anonymous, We are sincerely sorry that you feel one of our Doctors was not friendly or you perceived that they were scowling at a receptionist who was trying to help a patient. I would be able to investigate a little further with more detail if you would like to contact us on wyicb-wak.feedback.hcf@nhs.net and then be able to address with the people involved and will send a more comprehensive reply to your review. Many thanks Health Care First