The Tickhill & Colliery Medical Practice - Ratings and reviews
Reviews
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Review titled Shortage of staff
Rated 3 stars out of 5
by Mr Paul Bates - Posted on 10 July 2023
The only way of contacting the surgery is by phone, after 4 attempts to call the surgery and having to ring off because the queue was so long, I recieved a further letter requesting I made an appointment for Heart disease monitoring, so I called to find I was number 4 in queue, it was then 25 min before the phone was answered by the only receptionist on duty. I am then told I have to see the only practice nurse who works only 3 days per week so I am given an appointment 8th August. Question's does the practice think that one person to answer the surgery phone is sufficient ? Is one part time practice nurse sufficient for a customer base as large as Tickhill / Harworth ? Why is the only methods of communication available to customers, Phone and letter, wouldn't email communication save time, money, and patience and bring Tickhill surgery into the modern world ?
Visited July 2023
Review titled The Tickhill & Colliery Medical Practice
Replied on 22 January 2024
Dear Mr Bates, Firstly, I would like to thank you for taking the time to leave the practice some feedback and I would like to apologise for this delayed response. Secondly, I would like to apologise that you were displeased with your experience with the practice. I hope I can answer some of the points raised. Telephone or letter are not the only ways in which the practice can be contacted. We do also have an online text messaging service which is responded to within 3 working days, the link for this can be found on our website or Facebook page, in addition to the practice email address, which can also be used to contact us. I again apologise for any staffing issues the practice may have had and for how this may have effected your experience. I would like to assure you that when staffing issues are apparent, the practice does use locum/ bank staff and the team work very hard to try to ensure this has minimal impact on our patients. With regards to the Nursing team specifically, in recent months, we have been joined by our newest Practice Nurse and have also expanded the team with an additional Treatment Room Nurse, ensuring more availability of Nurse appointments. If you would like any additional information or to discuss this further, please contact the practice and request to speak with myself or another member of the Management Team. Kind Regards, Alice Hirst Assistant Practice Manager
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 31 July 2023
Can someone tell me how to book an appointment with this practice and, further, how you can be number 1 in a telephone queue for 33 (thirty-three!) minutes? The last time I visited this practice I was asked why I hadn't been for a while ... I wonder why? Strange that 'they' can constantly contact me regarding various tests, vaccinations, et al ad nauseam and yet you have to 'fight' to make a simple appointment. I understand staffing, etc., but this is beyond ridiculous. Until I can find a new practice I will live with a herniated disc or, perhaps, bed block in A & E. Unsatisfied would be a bit of an understatement!
Visited July 2023
Review titled The Tickhill & Colliery Medical Practice
Replied on 22 January 2024
Dear patient, Thank you for taking the time to leave feedback for the practice and I would like to apologise for your poor experience and the delay in this response. When you are number 1 in the queue for the telephones, it can mean that, although your call is next to be answered, the call handler on that specific line may still be on the phone at present and so this is why it may have taken 33 minutes before being answered, I can only apologise for this. The practice is awaiting installation of a new telephone system and we are hoping that this will improve things. Additionally, to reduce the queueing on the telephone lines, we have alternate methods for contacting the practice, which can be found on our website and Facebook page. This includes a practice email address and our online text messaging system, 'patient triage', which is responded to within 3 working days. If you are still in need, please do contact the practice again. Similarly, if you would like any additional information or to discuss this further, please contact the practice to speak to myself or another member of the management team. Kind Regards, Alice Hirst Assistant Practice Manager.
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Review titled Just lost for words so upsetting
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2023
Tried for ages to get through to surgery because in pain. Told by rather flippant receptionist no appointments left so ring back each morning at 8am (can’t get through) or go and queue outside at 8am for an appointment later that day & return. I asked for prebookable appt next one is in 5 weeks. I told them I was in agony but no point. No direction or help at all just told to try again every morning until I got an appt. I work & said I need to try & go in the context of not having unnecessary sick time (plus driving to work, having to sit in an office ringing the surgery for ages & that’s if I get through at all, then get back in the car to drive the 16 miles back to the surgery if I’m lucky plus in pain). That was met with “well someone else can ring for you” I said I lived alone but clearly, they were not bothered one bit and just dismissive. No care, respect nor dignity at all. No wonder accident & emergency departments are reporting that they are full.
Visited January 2023
Review titled The Tickhill & Colliery Medical Practice
Replied on 22 January 2024
Dear patient, Thank you for taking the time to submit your feedback and I apologise for your poor experience with the practice and for this delayed response. It is difficult for me to comment on the situation 1 year ago, however, I would like to assure you that we are constantly reviewing, assessing and trialling ways of improving our appointment availability and accessibility and I would also like to inform you on what the practice currently offers with regards to appointments. As a practice, we offer appointments that are prebookable within 2 weeks and 'book on the day' appointments. These appointments can be via telephone, face to face or as a home visit when required. As part of the Doncaster South Primary Care Network, collectively with a group of local practices, the practice also offers weekend and evening appointments which again can be via the telephone or face to face. As well as the 'walk on' service, the Health Bus, details of this are also shared weekly on our Facebook page. This year our Reception Team have been trained as Care Navigators and so are able to signpost patients to the correct service and inform patients of all of the options, meaning the answer is never simply 'no'. I again apologise, on behalf of the practice, for your experience prior to writing this review and ask that if you would like to discuss this further or would like any additional information, that you contact the practice and ask for myself or a member of the Management team. Kind Regards, Alice Hirst Assistant Practice Manager