Chelmer Medical Partnership - Ratings and reviews
Reviews
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Review titled Needs improvement
Rated 2 stars out of 5
by Anonymous - Posted on 12 March 2024
I have found interacting with reception staff quite frustrating, particularly in Melborune house. I feel as though often, there will be simple solutions to a problem such as you may need a form printed and signed by your GP and they would not let me email in the form. Another issue I ran into, which was actually an issue with the practice manager and not the reception staff, was when I wanted to partake in a clinical trial and they would not sign a form to confirm that would confirm my medical conditions (or lack thereof) so that I could participate and the trial. They outright refused and it meant that I missed out on the opportunity. I feel as though they robbed me of my autonomy to participate. I also feel that things can take forever and I feel as though there needs to be communication between the surgeries as I get conflicting messages. Lastly, I think the online accrux system where you can submit admin requests should be available 24/7 or at least for a longer period. Admin staff can deal with overnight requests in the morning. I think this would make the service more accessible for individuals that work. I am not sure whether it is an issue with outdated policies and procedures that need reviewing or with the mindsets of the staff, either way, something needs to change.
Visited March 2024
Review titled Chelmer Medical Partnership
Replied on 01 April 2024
Dear Patient, Thank you for your feedback. I am sorry to hear you were dissatisfied with the service at Chelmer Medical Partnership. Our team will review the areas you have highlighted and take the appropriate steps to rectify this. If you would like to discuss this further, please contact the practice directly. Thank you. Chelmer Medical Partnership.
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Review titled Disgusted with reception staff
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2024
I’m with Tennyson House Surgery for a very long time and this used to be good place before it merged and became Chelmer Medical Partnership. I was in the hospital recently with very high blood pressure and stroke like symptoms. Booked an appointment with gp as per request in the hospital. My gp was nice. He gave my blood pressure diary to check my bp over the next 7 days and come back to him. He said regardless of what the readings will be like he wants to put me on blood pressure medication. I have history of high blood pressure and preeclampsia. I came to surgery today, 1/03/2024 at around 11 am and handed my blood pressure readings to very miserable looking receptionist who didn’t even say Hi nor responded to my “hi”. I asked her do I wait for doctor to call me back or do I book an appointment? She opened my readings in front of other people behind me and started analysing my readings saying “nobody is going to call you because your readings aren’t high”. Not only this is confidential but is the receptionist allowed to diagnose people over her desk? Is that’s how it’s going to be from now on that people without medical education will be diagnosing patients? Please train your staff to behave appropriately towards the patients and most importantly stop diagnosing people because receptionist’s job is not to analyse readings and give unwanted opinion. I’m absolutely shocked at this service. Take your low reviews into considerations. Something has to be changed very drastically.
Visited March 2024
Review titled Chelmer Medical Partnership
Replied on 13 March 2024
Dear Patient, Thank you for your feedback. I am sorry to hear you were dissatisfied with the service at Chelmer Medical Partnership. Our team will review the areas you have highlighted and take the appropriate steps to rectify this. If you would like to discuss this further, please contact the practice directly. Thank you. Chelmer Medical Partnership.
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Review titled Great care & service! Be patient
Rated 5 stars out of 5
by Anonymous - Posted on 24 January 2024
I sent through an Accurx consultation, but I could not book an appointment the same day or the next day at my local practice (Melbourne House) at a time that worked for me. There were appointments available further away if needed. The communication between the administrative staff & me was great. They explained the process clearly via the Accurx messages and remembered sending me a booking link this morning with appointments at my local surgery. Once you get into the practice, it's easy & straightforward. You input your DOB into the terminal - They know you're there, and then the tannoy system calls your name when the Doctor is ready for you. The care from the Doctor was fantastic, and I booked in for follow-up tests at the surgery in the next couple of weeks. I'd urge people to be patient and look at the statistics for how much pressure General Practice is under. CMP is clearly working incredibly hard to get people through the door & see them - I'd seen lots of people go in/out of practice in the short time I was there. Let's show a bit of appreciation for a service that is overworked & underfunded.
Visited January 2024
Review titled Chelmer Medical Partnership
Replied on 25 January 2024
Dear Patient, Thank you for taking the time to write this review. I am pleased to hear you are happy with our new Accurx system. I will pass your positive feedback onto the team. Thank you. Chelmer Medical Partnership.
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Review titled New Accurx triage system
Rated 5 stars out of 5
by Anonymous - Posted on 18 January 2024
I am very impressed with the new system of triage. I have used it 5 times so far with the response times very timely. Much more relaxing than trying to ring and hanging on the phone. Filling in the form is easier if you have an NHS login as well. I used it recently for monitoring my blood pressure over 7 days and was able to submit my readings every day using an online form.
Visited December 2023
Review titled Chelmer Medical Partnership
Replied on 24 January 2024
Dear Patient, Thank you for taking the time to write this review. I am pleased to hear you are happy with our new Accurx system. I will pass your positive feedback onto the team. Thank you. Chelmer Medical Partnership.
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Review titled Next to impossible to get a treatment
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2023
They have introduced an amazing process to get an appointment. Fill out the form, someone will check, they will ask further information, submit that information. Finally a url is shared to book an appointment and once you go through booking, no appointments available. Tried 4-5 time in a week and finally link expired. My question is: 1) Why you share the link if not enough appointments are not available to book? 2) Why there is not an automated way to share new link? Honestly I respect nhs and their staff but on the same time I do respect my time. This is not the only job i have to book an appointments I keep on trying the url. There should be a better way to access Dr when its required otherwise I feel like its just waste of everyone's time and nhs resources.
Visited December 2023
Review titled Chelmer Medical Partnership
Replied on 14 December 2023
Dear Patient, Thank you for your feedback. I am sorry you have had difficulties with our new system. Most comments have been very positive so far but we appreciate that there may be occasions that issues occur. The system does not allow the practice to send booking links if appointments are not available, therefore please can you contact the practice directly in order for us to investigate this further. Thank you. Chelmer Medical Partnership
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Review titled Disappointed
Rated 1 star out of 5
by Marilyn Roberts - Posted on 30 October 2023
In the month of breast awareness I'm so disappointed I can't have an appointment until the 9th of November, I've given my symptoms a number of times to no avail. What else can I do to get an earlier appointment? Very disappointed with the practice. M Roberts.
Visited October 2023
Review titled Chelmer Medical Partnership
Replied on 02 November 2023
Dear Marilyn Roberts, Thank you for your feedback. Our new system has been designed that the patient completes a quick and simple form which is processed by our clinical team. The clinical team triage the request and provide the patient with an appropriate outcome within an appropriate timeframe. This may be booking an appointment on the day, booking an appointment at a later time, providing the patient with some advice or referring the patient to a more appropriate service. The system does advise patients that should they become more unwell or need help more urgently to please recontact the practice. Thank you. Chelmer Medical Partnership.
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Review titled Great GP, Great Appointment System but archaic processes
Rated 4 stars out of 5
by Amaka - Posted on 20 October 2023
There is a particular GP who deserves a medal in this practice. She is attentive, knowledgeable and personable. Not all the GPs are like this here but overall the staff are good and that particular GP is great. I would say her name if I could and I hope she gets the accolades she deserves. The new appointment system has been a blessing most of the time. Apart from the fact that you have to submit individual requests for each complaint and the user interface could be more aesthetic, I have been triaged within hours, sometimes minutes, and I am often seen on the same day. When it can wait, I will be sent an appointment for a couple of weeks time and when it is a complaint that can be dealt with via messages, the Dr has been able to send me a message and I have been able to respond meaning the process of being attended to is a lot quicker. I no longer put up with medical concerns because I don’t have the energy to tussle at 8am in the morning and stay on the phone for an hour just to be told to try again the next day. I feel like my time is finally being respected. It reminds me of private healthcare and I feel privileged to be able to use this system. Lastly, there seem to be some archaic process that need to be looked into by management. I requested proof of a referral and I was asked to pay for a letter. As a student, I am on a tight budget and did not want to pay for something that could simply be printed off from my file. I understand that Dr’s and practices are tight on money but there is no need to exploit people’s situation. Overall, I’m happy with the service and would recommend people join.
Visited October 2023
Review titled Chelmer Medical Partnership
Replied on 24 October 2023
Dear Amaka, Thank you for taking the time to write this review. I am so glad you were happy with our new appointment system. I will pass your feedback regarding the aesthetics of the software onto the provider, AccuRx. The government contract covers medical services to NHS patients. However, in recent years GPs are being asked to complete non-NHS work. This work is not funded by the government, so practices have to charge a fee to cover the GPs time and other expenses. Please can you contact the practice directly so we can review your request and whether you could print it off your record yourself. Thank you. Chelmer Medical Partnership.
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Review titled Better booking system
Rated 4 stars out of 5
by Anonymous - Posted on 23 October 2023
The new online triage system is much better. You can add thorough comments that get onto your doctors notes so it gives the doctor some time to prepare before you arrive. My only complaint is I’m not sure there is a suitable workflow process as I’ve had triage conversations with the practice that end with no further response, so I wait a few days before having to start a new triage when the last action was for the surgery to review and respond to the last comments I added. Hopefully this will be ironed out and the triage system made clearer for staff and patients. It could also be more mobile phone friendly as I imagine the majority of people use their phones to type responses and the page view from mobiles isn’t the best. Otherwise a great improvement and finally moving out of the dark ages of sitting on a phone waiting to speak to the team.
Visited October 2023
Review titled Chelmer Medical Partnership
Replied on 24 October 2023
Dear Patient, Thank you for taking the time to write this review. I am so glad you were happy with our new appointment system. Please can you contact the practice directly so we can review your requests. Thank you. Chelmer Medical Partnership.
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Review titled Poor relationship with residents
Rated 1 star out of 5
by Patricia Marchand - Posted on 12 September 2023
I registered with Melbourne surgery years ago. Found suddenly being passed onto Tennyson. Asking why to the lady on the phone was told I dont have to use Tennyson, meaning obviously I don't have to have my vaccins nor see a gp! At 75 years old it is difficult to comprehend. When I asked again why, the lady told me I was rude! Really, dear? I do not swear ever, but yes I was very unhappy been repeatedly that I dont have to have my vaccins, see or speak (rarity) to a GP Obvious lack of care.
Visited September 2023
Chelmer Medical Partnership has not yet replied.
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Review titled Perfect system… for them
Rated 1 star out of 5
by Anonymous - Posted on 22 August 2023
Their new booking system seems to be designed so they don’t actually have to interact with anybody directly ever again. I filled in the online triage form (run by a private company and demanding to know your symptoms…(anybody else think this has got data theft written all over it?) and I received a response to go to my pharmacy. I did. The pharmacist told me to go to the Doctor! Who is actually reviewing the online forms and deciding if they’ll grant you an audience with a doctor? You get no other way of talking to anybody at this surgery. My pharmacist even tried to make me an appointment on my behalf and was told I would have to go through triage again. Glad to see they think I don’t have a full time job so have nothing better to do. It feels like they are doing everything they can to prevent you from seeing a doctor. Only a matter of time before A&E is flooded with more people who can’t get an appointment at this surgery, but not their problem I guess.
Visited August 2023
Review titled Chelmer Medical Partnership
Replied on 24 August 2023
Dear Patient, Thank you for your feedback. I am sorry you have had difficulties with our new system. Most comments have been very positive so far but we do understand it is a huge change for some patients. The system has been designed that the patient completes a quick and simple form which is processed by our clinical team who triage the request and provide the patient with an outcome, this may be booking an appointment on the day, booking an appointment at a later time, providing the patient with some advice or referring the patient to a more appropriate service. NHS England implemented the Community Pharmacist Consultation Service (CPCS) to provide care to patients. I apologise that this was not successful for you on this occasion. Please can you contact the practice directly in order for us to investigate this further. Our telephone lines and reception desk remain open for anyone with accessibility needs or with other queries. Please visit the Accurx website to view their privacy policy to alleviate your concerns regarding data protection. Thank you. Chelmer Medical Partnership