Larwood Surgery - Ratings and reviews
Reviews
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Review titled same patient deflecting service as always
Rated 1 star out of 5
by David Thompson - Posted on 21 April 2024
I recently tried to get a gp appointment and was amazed to find oat actually allowed to do me do so. filled in the relevant boxes asking to be contacted by mobile phone. received a text message saying I had been booked into a "Sit and Wait" clinic at Manton Street and advised it would be for up to one hour. I don't go around with my mobile glued to my wrist, even when ill most people still have things to do. I didn't notice the text until about 20 minutes before the end of the "sit and wait" hour. When I checked it had been sent 10 minutes earlier than the "appointment". Manton Steet is not exactly close by and even with a car would have taken 20 minutes to get there. I phoned and expressed my displeasure but the person I spoke to seemed more annoyed that I hadn't turned up for the "sit and wait". I was told a GP would have to phone, I asked for it to be after 15:00 as I'm at an age when I need to have a sleep in the afternoon and I turn the mobile off. I'm still waiting for the call but my wife (who was also asleep) said she thought she heard the land line ring at about 14:30. What is the point of asking for a persons preferences if no one takes any notice! I'm sure you will give the usual glib we are all very busy working 24 hours a day etc. My one question to that is doing what exactly! Avoiding patients seems to be the name of the game. So because someone either can't or won't look at my stated preferences, a "sit and wait" slot and a doctor's phone call have been wasted. But it's OK it was all my fault for not turning up and being asleep. Why stop at "sit and wait"? Just go back to the old system of an open surgery where you turn up and wait and wait while sharing each others germs, virus's and any other transmittable ailments. Make better use of all those empty waiting rooms. The other sometimes quoted option of changing GPs isn't really an option because greedy old Larwood has gobbled up all the alternatives. From what I've heard Newgate Street is no better. So that leaves most people in Worksop and surrounding areas very little choice. This is not the 1st review I've left and from my viewpoint very little has changed, Covid is now a distant memory but not the pre covid service. I won't be taking my Covid booster this year so you can improve your service with all the time saved! Another weak excuse used to explain away poor service.
Visited April 2024
Larwood Surgery has not yet replied.
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Review titled Excellent service
Rated 3 stars out of 5
by paula smith - Posted on 20 March 2024
I would like to thanka menber of staff on reception at Larwood Surgery for her attention to detail, whilst sorting my ongoing issues, she was very helpful, and reassured me that this issue would be sorted by the next day, and it was. Thank you.
Visited March 2024
Review titled Larwood Surgery
Replied on 21 March 2024
Dear Paula Smith, Many thanks for taking the time to leave positive feedback. Your comments have been shared with the staff member and amongst the whole team. It has brightened everyone's day and we would like to thank you again for providing the review. Larwood Health Partnership
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Review titled Great communication
Rated 4 stars out of 5
by Allison Young - Posted on 21 February 2024
I had a medication review telephone call,with a clinical pharmacist ,based at Larwood Surgery. From the beginning she made me feel comfortable and relaxed and it really felt she was engaged in what we talked about. I just wanted to say I thought she seemed a really lovely person and a credit to the NHS team.
Visited February 2024
Review titled Larwood Surgery
Replied on 22 February 2024
Dear Allison Young, Many thanks for your positive feedback. This has been shared with the staff member and the whole team. We really appreciate the time you have taken to share your views and it has uplifted us all.
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Review titled Great and very helpful and listened
Rated 5 stars out of 5
by Anonymous - Posted on 01 March 2024
Nurse practitioner took swab which proved so important for my diagnosis.Follow up visit to GP for treatment.
Visited February 2024
Review titled Larwood Surgery
Replied on 15 March 2024
Dear Patient, thank you for taking the time to leave your feedback, we are pleased you are happy with the care being provided, your comments have been passed on for the clinicians to see Thank you again, Carrie-Team Leader
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Review titled Sorry, please try again tomorrow!
Rated 1 star out of 5
by Anonymous - Posted on 29 February 2024
Over the past 2 years my husband and I have had to contact the surgery for menopause issues (migraines), hip issues (significant arthritis), ongoing cough shortness of breath (asthma) and unexplained internal pain (?). When we finally get hold of clinicians our issues have been dealt with appropriately and we are extremely grateful for this. However, we both work full time and have been left frustrated, tearful, anxious and angry as we have been repeatedly fobbed off - either by the system which we have to race at 8am to try and get our issues listed before it becomes 'full', by admin who advise that our query is not urgent and that we must try to race the system again tomorrow at 8am and retype and resubmit, by admin who advise that we were too late in submitting our request (although it went through at 8.10am), by Doctors who call back and offer us an appointment but if we can't immediately down tools and race back same day advise us to race the system again and resubmit the request tomorrow, by admin who advise that we chose the wrong route via which to submit our request so we must race the system again and resubmit via a different route. In two years I am not exaggerating when I write that between us we must have been fobbed off with the above excuses at least 30-40 times - when we only really ever needed 4 appointments in total. I am currently suffering from migraines due to the menopause but the stress of simply trying to reach someone to chat about this causes yet more headache. My husband has an unexplained pain and has been passed from pillar to post so much so that he is now extremely concerned and depressed. We are good hardworking people. We have rarely used the Doctors over the years but now we need them we just can't reach them. We feel like we ought to go private but can't afford it. In our opinion this surgery should be placed in special measures until it can serve it's community appropriately and not try to entice us all into a gazumping race every time we want to chat to a GP.
Visited February 2024
Review titled Larwood Surgery
Replied on 15 March 2024
Dear Patient We are extremely sorry to hear of the difficulties and frustrations you have faced when trying to obtain an appointment. General practice nationally is under immense strain due to a chronic shortage of GPs, which has proved a great challenge for general practice, with many of our staff sharing those very same frustrations of not having enough appointments for our patients. We are, however, constantly striving to overcome those challenges to help improve access for our patients. Some recent examples of changes we have made are: We now have Musculo-Skeletal Practitioners working at the Practice, who see patients with Musculo-skeletal problems without the need to see a GP. In the next few months one of the members of this team will also be able to prescribe pain medication, further releasing GP appointments We have increased our Clinical Practitioner Team so that they can deal with more on the day demand, allowing the GPs to focus on continuity of care for our patients, which has always been at the heart of general practice We have employed an Admiral Nurse (specialist dementia nurse) to support families with the many complex challenges that the condition brings In February we had 2 more GPs join our Practice Team Our Reception and Administration Teams have had Care Navigation Training to try to ensure they direct the patient to the right person or service first time We introduced something called ‘Patient Partner’ which allows patients to book some appointments via telephone without the need to speak to a receptionist, which means many more patients are getting through to the Surgery without such a long wait on the phone We have an inhouse team of Clinical Pharmacists who work hard to improve efficient and safe prescribing. This team are responsible for conducting annual medication reviews for patients and, again, help free up appointments for GPs. The Practice has embraced the Government’s new initiative of “Pharmacy First” which allows our reception team to offer consultations for a range of problems at local community pharmacies in and around Bassetlaw We are starting to feel the benefits of these and hope this is enhanced when we welcome a further GP to our team next month. In addition we will also increase the amount of pre-bookable appointments, that can be booked either once the surgery opens at 08:00am or can be booked on-line (via SystmOnLine or the NHS App) from midnight. As a Practice we will continue to embrace changes in this difficult time that general practice is facing in our pursuit to deliver the high class service we strive for, and which our patients, staff and community deserve. Please feel free to contact me for any further feedback/help or advice. Thank you, Carrie-Team Leader
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Review titled Gets Worse
Rated 2 stars out of 5
by Jennifer lewis - Posted on 21 February 2024
I have just phoned the surgery bang on 8am to be told the lines are now full you will have to try later that is disgusting
Visited February 2024
Review titled Larwood Surgery
Replied on 01 March 2024
Dear Jennifer Lewis. I am sorry to hear you have had issues contacting the practice by telephone. 8am is one of our busiest time, we do try our best to place as many staff on the telephone lines at this time to help with the influx of calls. Unfortunately due to the size of our patient list we do have to have measures in place where there is a maximum amount of calls which can come in, otherwise our wait times on the phones would increase to an unacceptable level. Please do continue to try to call from 8am in a morning, alternatively you can pop in to any of our 4 practice's from 8am, or use on Online Access Tool which also opens at 8am (there is never a queue online) Thank you, Carrie-Team Leader
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Review titled New Prescription ordering service is rubbish
Rated 1 star out of 5
by David Neville - Posted on 19 November 2023
Why on earth change something that was not broken?.This push that push this button on your phone is ridiculous and when i did eventually get it sorted out after being with the Village Surgery for nearly 17 years i get a message "Your details cannot be confirmed" Get a life down there and sort this out as i need urgent repeat medication for my wife and noway i can do it.Looking at previous statements others have had this problem and i can assure you neither myself or my wife have had any communications from your surgery regarding this changeover so what you have answered to previous people is a lie
Visited November 2023
Review titled Larwood Surgery
Replied on 23 November 2023
Dear Mr Neville, Thank you for your feedback. We would like to offer you our most sincere apologies for the challenges you have faced following the launch of our new prescription service. We are aware that our Digital Lead has made contact with you via email to investigate your concerns further and ensure that all medication requested is received quickly and safely. Our Digital Lead will be able to explain the new system to you in more detail and they will then be able to use the information gathered from you to improve the service provided. We would like to reassure you that we have endeavoured to contact as many people as possible regarding the new prescription service either via text message to those with a mobile telephone or via our social media pages. We currently have staff members liaising with patients without a mobile phone who are due medication and this process will be continuing whilst the new service is being rolled out. For further information regarding the new prescription process please follow the link below: https://www.larwoodhealthpartnership.co.uk/practice-updates/new-prescription-phone-service/ We would like to thank you again for your feedback and for the opportunity this gives us to review and improve our service, Larwood Health Partnership
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Review titled A farce when ordering a repeat prescription
Rated 5 stars out of 5
by Alan Micheal Heslop - Posted on 14 November 2023
tried to order a repeat prescription and given and given five different numbers to press and no information about which button was for repeat prescriptions. Then i was asked for a pin number and had no idea of what they were talking about as i do not have a pin. I had to walk down to my local surgery to order my prescription. If this is progress leave it like it used to be or get someone that knows what they are doing when changing the software
Visited November 2023
Review titled Larwood Surgery
Replied on 14 November 2023
Dear Mr Heslop We are terribly sorry for the inconvenience caused to you following the launch of our new prescription service. We have been advertising the new service and how it works on our website and social media pages. Patients with a mobile number have been sent SMS messages on how to use the service. For those without a mobile number, we have a team of staff contacting patients who have medication due for ordering, to talk them through the process. We also have a query mailbox set up specifically for patients struggling to use the new service. In response to feedback we will also be hosting a drop in session to demonstrate how the new system works and how patients can access their PIN numbers. Please get in touch with us so that we can rectify any issues you are facing and we would be more than happy to help. Kind Regards Diane - Team Leader
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Review titled Long call wait
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2023
Please resource your phone lines adequately. I have phoned at various times throughout the day, over a number of years, and always end up in a lengthy queue holding for around 20 minutes at times and at times more. Today I got to number 5 in the queue, only to get cut off. Not a great service for the elderly or those who struggle financially. Not everyone has access to the internet or text facilities.
Visited November 2023
Review titled Larwood Surgery
Replied on 07 December 2023
Dear Patient, Thank you for your feedback. We are sorry you are not happy with the service we are providing, we understand it can be frustrating waiting in a phone queue. Our phone queue and wait times are monitored throughout the day, there are always peak times, however as a practice we do our upmost to try to answer as many calls as possible, as quickly and safely as we can. With regards to being cut off, we can absolutely investigate this for you but would need your details to do this, if you are happy to contact one of the Team Leaders or Supervisors and provide details of when this happened we will ask our phone provider to look in to this, we can also offer help or support with other ways in which to contact us. Thank you, Carrie-Team Leader
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Review titled Thank you!
Rated 5 stars out of 5
by Caroline Radford - Posted on 04 December 2023
I had an appointment with a GP from Larwood sergery at the GP hub at Bassetlaw Hospital on 12 October 2023. I was recovering from surgery to repair a an abdominal hernia and I had felt dreadful for several days. I had no discharge from my wound and therefore made the appointment assuming I had a viral illness. The GP checked my ears and throat before confirming that my symptoms were consistent with a virus. However, he asked to look at my wound before I left the surgery. The GP immediately recognised that I had a serious wound infection and he informed me that I needed to be admitted to hospital for treatment. I was extremely reluctant to be admitted to hospital and questioned why I could not be prescribed antibiotics to take at home. The GP was kind but firm in explaining how important it was that I was treated in hospital. The GP immediately referred me to a surgeon. He brought my husband into the consulting room with my consent to explain my condition. I had a CT scan which identified that I had a large abscess underneath my wound. I had also developed sepsis. I had emergency surgery to remove the abscess and had intravenous antibiotics to fight the infection during the 5 days I was in hospital. I am still quite poorly. I have an open wound in my abdomen and this requires ongoing treatment. However, I am alive and I believe that this is because of the diligence of the GP I saw that evening. He was thorough in examining me and was quick to spot that I was very poorly. He made sure that I had access to the treatment I needed immediately. I am sure that I was not the easiest patient to treat that evening but the GP was very professional in his approach. He also took time to reassure both me and my husband. I am very grateful to the GP and would recommend Larwood surgery to anyone.
Visited October 2023
Larwood Surgery has not yet replied.