Upwell Health Centre - Ratings and reviews
Reviews
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Review titled Disappointing experience
Rated 2 stars out of 5
by Anonymous - Posted on 15 July 2023
Unfortunately I have had a series of disappointing interactions with this GP surgery. The lack of e-consult or access to my medical records online is frustrating. Several times I've been told there are no appointments for weeks, so it feels almost impossible to get any information quickly. At previous GPs you could do an e-consult and get a text or email back, but here it feels like getting help or information is very difficult. I've also spoken with some very unhelpful people including being told I had no medical conditions, which is definitely not true. It already feels very difficult to get help with my condions, and the lack of ease of accsess really adds to this. There have also been a number of errors made in the short time I've been a patient and I feel like it's easy to be - or at least felt to be - pushed aside. Some of the staff at the reception have been very nice, but the way the surgery operates seems very behind the times and not conjusive to many patients needs - especially post pandemic. I've seen that this surgery has said their patients prefer to talk to them directly so they will not be operating e-consult, but I think this is a major mistake as having both seems like the best thing to do to give all patients the choice. On top of this, this GP needs to offer something like other GPs with guaranteed appointment within a certain time, like 48 hours which I've experienced in the past and works great. I wholly agree with the other negative review on here that many conditions do not lend themselves to calling at 8am for a same day appointment. I am looking into changing GP surgery.
Visited July 2023
Review titled Upwell Health Centre
Replied on 28 July 2023
Hello there. I'm sorry that you feel you’ve had a bad experience with our surgery. Let me try and address some of the issues you raise. With respect to access to your medical records online this is possible (and has been for many years) but you will need to formally request this with the practice. The request will go through our safety and data protection process (as we are required to do) and then you will be able to access you records using SystmOne online or the NHS app. Before the end of October you will have automatic access to all new additions to your medical record made by the practice. With respect to no appointments for weeks this is not strictly true. If you have an urgent or immediate need you will be seen on the day or very soon after. We do triage most requests to ensure that the patient is seen by the most appropriate person etc. I acknowledge that our book in advance appointments are about 3 to 4 weeks out and we are taking steps to try and maximise and improve this availability. It helps our team as much as the patients to have future booking capacity. In regards that e-consults we do have a system that is available on our website – it is called PATCHS. This is a new system (replaced the previous online system called Footfall) which allows you to communicate with the practice for both general, administrative, and clinical enquiries. You are quite correct however that the clinical aspect of this is not currently available. PATCHS has this functionality, and this will be enabled soon – please see more details about the GP Improvement Programme below. With respect to the errors, we would like to look into these. Whilst errors do of course happen it should not be frequent. I am also surprised and concerned that you felt that you were pushed aside. We work very hard to always look after our patients in a professional manner. Again I would like more information about this if possible. The surgery has just begun working on something called the GP Improvement Programme. This is an offer from NHS England to provide GP Practices with 6 months of support to review internal and patient facing systems with the aim of providing improved access. This will certainly involve the online e-consults you mention, seeing where we can improve book in advance appointments and indeed the 8AM rush. The programme is supported by an experienced external coaching and system change professional. It is a voluntary programme and requires a lot of work by the team internally so I hope that this give you some confidence that we are continuously trying to improve. Our overall goal at the practice is to maximise clinician time with patients, maintain safety, ensure the right patients get the right care when they need it and enable our team to do all this with as little stress as possible. I’d be lying if I said this wasn’t a challenge - but I assure you the team here are committed to provide the best service we can. Stephen Reeves (Manager)
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Review titled Excellent customer service
Rated 5 stars out of 5
by Karen Walker - Posted on 06 July 2023
During a difficult time worrying about my father's health following a recent hospital stay, the Health Centre have been very supportive and extremely helpful in enabling him to get his medication urgently whilst staying with us in a different County. Thank you so very much.
Visited June 2023
Upwell Health Centre has not yet replied.
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Review titled Best Practice in the area.
Rated 5 stars out of 5
by Anonymous - Posted on 11 April 2023
I have the care of an ageing housebound parent and a disabled child. The service we have received from Upwell health centre has been second to none. Home visits for parent with encouraging and comforting advice. Annual check-ups for child with staff who actually show interest and listen. We appreciate the text reminders for appointments too. I can honestly say we couldn't have better care.
Visited April 2023
Upwell Health Centre has not yet replied.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2022
Need to speak to a GP after recommendations from NHS 111 about ongoing sleep and weight gain problems. Due to sleep being erratic and impossible to judge what time I will sleep I am unable to call the practise at 8:30am to book an appointment. Only option given by the receptionist was in 3 weeks time. Receptionist asked if this was an emergency then proceeded to judge my symptoms as not an emergency even though she is not medically trained. Rude and unhelpful.
Visited October 2022
Upwell Health Centre has not yet replied.
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Review titled kind,caring staff
Rated 5 stars out of 5
by J Cardoso - Posted on 16 September 2022
I visit the surgery for blood test regularly, the receptionists and nurses are always kind and welcoming. They do the very best they can for you nothing is too much trouble. The best i have ever dealt with. Although it has been a long time since i needed to see a doctor my memory of this also extremely good. I love the fact that i can ring the receptionist and they can put me onto a nurse or send a message through to a doctor for me. So much better than having to go in and see a doctor especially when you just want some quick advice about a health issue. The nurses i see are all very experienced and friendly.
Visited August 2022
Upwell Health Centre has not yet replied.
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Review titled Fantastic work from Physicians Associate
Rated 5 stars out of 5
by Beth Prior - Posted on 06 August 2022
I presented with mild stomach pain and having examined me, sent me off to Surgical Assessment Unit, even though I had no other symptoms. 24 hours later I've had my appendix out in a rare case of appendicitis with no fever or other signs of infection! Thank you so much.
Visited August 2022
Upwell Health Centre has not yet replied.
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Review titled Fantastic Care
Rated 5 stars out of 5
by Danielle - Posted on 05 August 2022
The team at Upwell Health Centre have been nothing short of amazing! I rang them in the afternoon with concerns that a burn was infected. The receptionist was lovely and she had me booked in with a nurse for that afternoon. The nurse was caring, kept me informed about what she was doing and why, and answered all questions I had. My wound was treated and she booked me in for 2 follow ups then and there. I have just had my 1st follow up, and again she was amazing, apologised for a 15 minute wait which as a NHS worker at a different practice, I understand their struggle! Wound was treated again, and she explained why it was looking like that, and explained what next step she would take if it didn’t start healing. Another follow up was booked for later on in the week so I have 2 follow ups to go, but the care has been outstanding and I feel very well looked after and informed of the care I am receiving. You’re all doing a fantastic job and I really appreciate the work you are doing for your patients.
Visited August 2022
Upwell Health Centre has not yet replied.