Compass House Medical Centres - Ratings and reviews
Reviews
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Review titled Poor receptionist customer care
Rated 2 stars out of 5
by Mrs jones - Posted on 19 April 2024
After G.P. appt was told would need to have a blood test monitor for use over following week. Receptionist found one - was told £30 deposit. Gave visa card - not able to take cards - I had only £25.00 in cash the receptionist said had to be £30.00. Ironically my appointment was for inability to walk due to pain. So Im supposed to get to a cash machine, find parking, get back to doctors, find parking (within painful walking distance) to get the other £5.00 needed before they wouldalliw me to use their blood pressure monitor. What about a bit of compassion? Surely a £25.00 deposit could have been accepted. I will not be returning for the monitor (although blood pressure has probably shot up due to receptionists unhelpfulness)
Visited April 2024
Review titled Compass House Medical Centres
Replied on 26 April 2024
Dear Mrs Jones Thank you for your review. I'm sorry you were unsatisfied following your recent appointment. With regards to our blood pressure machines, we’re lucky to have a few machines to loan to our patients, as many practices are unable to offer this service. Unfortunately, in the past a lot of our machines were not returned to us, despite several reminders to patients. Therefore, we had to implement a deposit being paid, therefore if the BP machine is not returned to us, we have the funds to source a new machine to be able to continue to offer this service. I have spoken to the staff member, and her recollection was that you had £20 and she advised you our policy was £30 to loan the machine. S he would like to pass on her apologies that you felt she was unhelpful, that was not her intention. I hope this explanation has explained the reason why we have to ask for a deposit in order to loan the machine, but if you would like to discuss this further please do not hesitate to contact me at the surgery. Kind regards Emma Patient Liaison Manager
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Review titled inaccessable
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2023
In attempting to make a routine appointment for an annual checkup, there was no wy of doing this online, which would be the most efficent way instead of waiting for hours on the phone and not being able to make the appointment, as the message says "No appointments are available today" This is not useful. I noticed from their website that they have changed the way appointments are being made, to me it appears that they can not cope with the volume of calls, so not providing the patients with the service they have paid for through their NI contributions. Maybe someone in NHS England needs to look at theway the surgery is being run
Visited May 2023
Review titled Compass House Medical Centres
Replied on 19 April 2024
We value patient feedback, so thank you for taking the time to leave this review. We have now increased the amount of online appointments we offer to our patients. When patients are due annual reviews such as health checks, blood tests, cervical screening, diabetic reviews , if they have a mobile and online access, we are now able to text them with an online booking link. Thank you again for your comments. Kind regards Emma Patient Liaison Manager
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Review titled Can get a doctors appointment
Rated 2 stars out of 5
by Susan ware - Posted on 09 May 2023
I rang this morning at 8:30 presses option one to speak to a doctor and had an automated message saying they are too busy and to call back later. This was as 8:30. I tried another 3 times and got the same message. My issue is not life threatening but it is affecting my life and very important I get to speak to a doctor. How do I get to do this?
Visited May 2023
Review titled Compass House Medical Centres
Replied on 10 May 2023
Dear Ms Ware, We’re sorry that you have experienced difficulties getting through to the Surgery today. We understand how frustrating this can be and we apologise for the inconvenience has caused. We are experiencing a higher than normal volume of calls currently, and unfortunately sometimes we receive more phone calls than our phone system can take, hence the message you received today stating we were busy and asking you to call back. We are actively working to improve our phone system to ensure that our Patients can access the Surgery as easily and quickly as possible. If you would like to discuss this further, please contact the Surgery. Many thanks, Compass House Medical Centres
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Review titled Very poor NHS services for those with neurodivergent disorders
by Jon Christopher - Posted on 19 April 2024
I long suspected that i displayed characteristics of Autism and ADHD. I never once considered visiting my NHS GP at compass house to discuss this. I am aware the NHS are stretched, and currently struggle to support people with critical illnesses, such as cancer. I experienced this first hand in 2002 when my father had cancer and was not treated by the NHS. I simply didn’t want anyone to suffer a long and slow death in the same manner, so decided not to burden my NHS GP. Fortunately, I was able to explore mental health options through my employers private medical insurance and entered a course of therapy. The therapist indicated that I was showing characteristics of Autism and screened me for autism using RAADs. I was then referred to a neurodevelopmental clinician who assessed me, and gave me a diagnosis for autism. During this assessment, the clinician indicated that I should be assessed for ADHD, which again led to a positive diagnosis. A medication option was suggested to me by the private clinician. It was made clear to me that during the medication titration that I would have to pay for private prescriptions, and the titration could take 3-4 months. After medication titration was completed, I was informed that their is a process available called “shared care” which is a formal local agreement that NHS GPs can accept responsibility for the safe prescribing and monitoring of specialised medications. The private clinician contacted my NHS GP at Compass House to request shared care for ADHD medication (methylphenidate). This included all details of assessments and medication titration completed. Compass house refused shared care with the private clinician because “they do not agree with shared care private providers”. This is very difficult to comprehend given that my private clinician is regulated by the GMC and the CQC, and adhere to a code of conduct drawn from the requirements of professional psychotherapy bodies and the National Institute for health and Care guidelines. We all know that the NHS falls short and doesn’t deliver the service the tax payer deserves, and we all know support for neurodivergent disorders falls even shorter within the NHS. My point is, even when the groundwork has been done for the NHS, thousands of pounds of private money spent on neurodivergent assessments, prescriber sessions, medication titration and private prescriptions. NHS GPs still do not want to support neurodivergent disorders. Compass house seem more concerned with sending notifications through the NHS app offering “smoking monitoring invitations” and “Covid Booster jabs”.
Visited April 2023
Review titled Compass House Medical Centres
Replied on 26 April 2024
Dear Mr Christopher Thank you for taking the time to share your feedback. We are aware that our patients are experiencing very long waits to be seen via the NHS ADHD/Autism pathway, and as a consequence are seeking advice from private clinics to try and get help. I want to assure you that Torbay GPs are actively involved in discussions to try and improve the NHS services that exist. Regarding shared care arrangements, if a private consultant suggests the need for an ongoing specialist medication that requires monitoring, then this responsibility lies with that private clinic and care cannot be shared with NHS GP services. The care would need to continue entirely with the private clinic until an NHS consultant has accepted to take over the shared care, and only then can an NHS GP become involved under their support and guidance. All Torbay GPs currently have this issue due to the local NHS ADHD/Autism pathways and are keen to work towards a solution for this and are in talks with the local ICB/Trust who commission these pathways in Torbay. Unfortunately, until these local pathways are in place, we cannot enter into a any shared care agreement. For now, all we can do is ensure that patients are aware of this before they embark on a referral for a private opinion so that they can make an informed decision. We completely understand your frustration and we continue to feedback to health commissioners that our patients need better access to specialist care for some of the worst effected services. For more information you can visit the following website: onedevon.org.uk/our-work/services-and-support/medicines-and-treatments/mixed-funding-private-and-nhs-shared-care-requests Kind regards Emma Patient Liaison Manager
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Review titled Great receptionist
Rated 4 stars out of 5
by Anonymous - Posted on 31 March 2023
I went to request putting some meds on repeat prescription. The receptionist knew exactly what to do and was quick and efficient. What a relief! It was just so nice to leave with the confidence that my request was being seen to. It’s a shame we can’t put names here or I definitely would do. This young lady is an asset to Compass House medical centre.
Visited March 2023
Review titled Compass House Medical Centres
Replied on 11 April 2023
Dear Patient, Thank you so much for taking the time to leave feedback on your recent interaction with the Surgery. It is greatly appreciated. I will forward your comments onto our Reception Team. Many thanks, Kaye Patient Services Manager
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Review titled Appointment difficulties
Rated 3 stars out of 5
by Cheryl - Posted on 01 February 2023
Surgery left me message to phone n book annual review. Ist phone call I had to hear staff members jobs, then ringing, then music, then ringing. When finally answered told no copd appts and ring again next week. Proceedure went through again today 1st Feb to be told to ring again as still no appts available. Giving up. Been with compass house for 10 years and have to say since covid the service has deteriorated greatly for getting appointments.. (I have no complaint about the gp's)
Visited February 2023
Review titled Compass House Medical Centres
Replied on 02 February 2023
Dear Cheryl Thank you for providing this feedback. I’m sorry to hear that there were no appointments for the COPD review when you called. We have two trained members of the nursing team who deal with COPD/asthma reviews, and patients can typically book routine appointments up to four weeks in advance. Unfortunately over the last couple of weeks we have had some sickness absence within the team, meaning that our trained COPD nurses have had to help cover other clinics and our appointments were booked up sooner than usual. We have very recently been fortunate to have employed two new Practice Nurses to the Compass Team, which will help with increased demand. If you haven’t already booked, we now have available appointments from 13th February. If you would like to discuss this further please do not hesitate to contact me at the surgery. Kind regards Emma Practice Liaison Manager
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Review titled Extremely satisfied with my doctors practice
Rated 5 stars out of 5
by Angela chan - Posted on 08 March 2023
I have had quite a few dealing just lately with my surgery and apart from not being able To get through that 8am I am very happy with the phone staff who are friendly and helpful with good telephone manners. The particular doctor who called me back was so empathetic, helpful and reassuring. I felt he listened to everything I was saying and acted on It Swiftly. I got a blood test same day, lucky for me I got a cancellation, the nurse I saw was friendly and was very good at extracting blood from me. No big black bruises afterwards. The receptionists helped me with my medication problem i needed it to be sent to another chemist 200 Miles away as I was going on holiday , which she sorted for me. I got a follow up call like I was promised from another issue I had a few days earlier from the very efficient call centre staff with the exact answer I needed. I am very happy with my doctors surgery and I have been coming here for nearly 5 years. In this day and age so many people are too quick to moan about everything that’s why I want to praise this practice to uplift their spirits and say thank you.
Visited February 2023
Review titled Compass House Medical Centres
Replied on 09 March 2023
Dear Angela Thank you so much for taking the time to leave your feedback. Like other GP Surgeries across the country, we can sometimes struggle to meet the current level of demand, so to hear your positive review will give the team a well-deserved boost. Many thanks & Best wishes Emma Patient Liaison Manager
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Review titled Excellent nursing team
Rated 5 stars out of 5
by Ruth S - Posted on 22 December 2022
Thanks to the 2 Nurses I have spoken to this week about my ongoing medical issue. They have been professional and thorough and understanding of my concerns and have sought advice from the lead nurse, as appropriate. They are an excellent caring team which never make me feel like I'm a bother. It's either famine or feast with me, not see anyone for years and then these last two years have been, it feels, non stop having to visit or call the surgery, always treated with respect, good humour and care. Truly represent the values of the NHS Thank you.
Visited December 2022
Review titled Compass House Medical Centres
Replied on 28 December 2022
Hi Ruth I've passed your comments to our Nursing Team who would like to thank you for taking the time to provide your feedback, it really is appreciated. Kind regards Emma Patient Liaison Manager
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Review titled Excellent Care from Compass House Medical Centre, Brixham
Rated 5 stars out of 5
by Ruth S. - Posted on 09 December 2022
Thank you to the ANP who called me back this afternoon to allay my concerns following major surgery last week. Her clear, calm tone, knowledge of information helped reassure me before the weekend was upon us. I came away having felt listened to and felt she understood the reason for my concerns. Thanks also to the admin member who had to listen to be attempt to describe my symtoms/concerns and dealt with the call patiently and efficiently. Always receive "Great Service" from the Compass House medical/non-medical team. Hope you all get a well-deserved break over the Christmas period and come back refreshed in the New Year.
Visited December 2022
Review titled Compass House Medical Centres
Replied on 28 December 2022
Hi Ruth Thank you for your feedback, which I'll share with the team. We hope you had a lovely Christmas. Best wishes Emma Patient Liaison Manager
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Review titled Excellent professional advice given
Rated 5 stars out of 5
by Ruth S - Posted on 22 December 2022
Thank you to the GP who phoned me late last night to discuss ongoing concerns after major surgery. His detailed and methodical approach clearly identified the possible problem, gave a medical and non medical approach to deal with issues and went the extra mile in organising blood tests and samples to reassure me and him of any possible infection. At this busy time of year, his patience, knowledge and no nonsense approach was very much appreciated. Hope you all get a chance to unwind over the Christmas period. Great service!!
Visited December 2022
Review titled Compass House Medical Centres
Replied on 28 December 2022
Thank you for taking the time to leave this review, it's great to hear such positive feedback. Many thanks & best wishes The Compass House Team