Holmcroft - Ratings and reviews
Reviews
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Review titled Administrative shambles
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2024
When I've got to see a medical professional, I have always had positive experiences... however the administrative side of this practice has fallen into chaos. My address was changed on the system for reasons they cannot explain. I was threatened with being removed from the list of patients because I was 'out of the catchment area' despite living within site of the front door. I have had email queries not responded to. I have been rudely treated by the front-of-house staff on more than once occasion, and have found them very dismissive when I have raised concerns. Save yourself the hassle and go somewhere else!
Visited March 2024
Review titled Holmcroft
Replied on 07 April 2024
Good Afternoon and thank you for taking the time to review the service you have recently received from Holmcroft Surgery. I am sorry to hear that your experience hasn't been a positive one and I am keen to get more details of the concerns you have raised so that a thorough investigation can be carried out to look into what went wrong. If you could kindly email details of your concerns to holmcroft.surgery@nhs.net and mark it for my attention I will look into these issues and get back to you with a response. Thank you again for bringing these concerns to our attention and I hope to hear from you in the near future. With Kind regards, Diane Salmons, Operations Manager at Holmcroft Surgery
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Review titled Let down
Rated 1 star out of 5
by Patient - Posted on 07 March 2024
Arrived 7 min late for appointment due to accident on the road, was told they can not see me…the manager of the practice was no help at all, in fake did nothing to put it right
Visited March 2024
Review titled Holmcroft
Replied on 07 March 2024
Good Afternoon, Thank you for taking the time to comment on your recent experience when visiting the Surgery, which I am sorry to hear was not a positive one. As you have also written directly to us outlining your concerns we will thoroughly investigate these concerns and respond to you in writing once we have discussed your comments with the staff members involved. With kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled Appointment?
Rated 1 star out of 5
by Kate - Posted on 11 March 2024
Have been trying to get an appointment for a week now. Despite jumping on the phone at 08:00 or attempting Patches I cannot get an appointment as apparently the capacity is full. Come on GPs get back to work fully. Covid isn’t an excuse anymore
Visited March 2024
Review titled Holmcroft
Replied on 07 April 2024
Good Afternoon Kate and thank you for taking the time to review your recent experience when trying to obtain an appointment. I am very sorry to hear that this was difficult for you. We offer pre-bookable and same day appointments with a variety of clinicians each day, ranging from General Practitioners to Urgent Care Practitioners and Physiotherapists and we are constantly looking at ways to improve our services and capacity by signposting patients to the correct service for their individual requirements such as the Pharmacy First scheme for patients with minor ailments, Extended Access clinics for patients who require an appointment outside of the usual surgery opening hours, to our in-house Physiotherapists for musculoskeletal problems, to our in-house mental health practitioner or the Winter Pressures Hub. These are all schemes that have been implemented by the ICB or Government to help with GP capacity as they are aware this is a problem across the whole of the NHS. I would like to thank you again for highlighting your concerns and reassure you that we are always grateful for feedback to help us improve our services. Kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled Stressful trying to get in touch by phone
Rated 2 stars out of 5
by Tracy Ward - Posted on 15 February 2024
Needed information about elderly Fathers repeat meds for heart problem. My father didn’t realise that he didn’t have meds for heart problem, I put a repeat online early morning 15/02/24 and requested urgent.Called chemist to see if prescription had been sent, they didn’t answer. Checked doctors website to see what time they closed, it said closed at 6:30, started call at 6, I was number 3 in the queue, went down to 2 in the queue, at 6:27 still number 2 in the call queue. 6:30, still number 2 in the queue, decided to try calling from the landline to be told phones had switched to 111. If I had not checked, I could have been left calling on the Mobil for hours, still being number 2 in the queue, all the time being told my call was very important, hard to believe. I know this happened to my brother and cost him a lot of money for the call. I fail to see why my call wasn’t answered when at 6 o’clock there was only 3 calls in the queue. All I wanted was to ask if they could please check if urgent prescription had been put through for elderly Fathers heart meds. I found it stressful and frustrating! Holmcroft used to be a wonderful caring, easy to get through to surgery, not any more. Doesn’t seem to be any care there for patients.
Visited February 2024
Review titled Holmcroft
Replied on 07 March 2024
Good Afternoon, Firstly I would like to thank you for taking the time to review your recent experience when trying to contact Holmcroft Surgery and I am sorry to hear that this was not a positive experience. Our reception team work extremely hard to try to provide a good service for our 11,000 patients, often dealing with very difficult situations and be under extreme pressure which can be very stressful. I am sorry you feel that on that particular occasion we let you down. After 4pm our Reception team reduces down to 2 members of staff and although this is usually sufficient cover to meet patient demand, there are occasions, such as emergencies, where the GP/clinician needs assistance which can mean that a member of the team may be called away from Reception to assist the clinician. This doesn't often happen which means it can not be anticipated unfortunately and at times like this, it leaves 1 Receptionist to deal with all of the usual Reception duties such as booking in patients, dealing with face to face patient queries and answering the telephone. I apologise that you were left feeling stressed and frustrated. In future you may find it easier to either use our online service PATCHS or email in your father's medication request to holmcroft.queries@nhs.net as this email address is constantly monitored throughout the day and actioned accordingly. I would like to thank you again for highlighting your experience and if you would like to discuss this further, please do not hesitate to contact me directly and I will do my very best to answer any further queries you have. Kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled nightmare Practice
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2023
Today 05/12/2023. I had an appointment, I arrived 12 minutes before the appointment to find 5 people awaiting to be served/ book in, the booking in screen, was not working again! After serving 2 people the receptionist just walked off. She went in the back, decided to chat to one of her mates. She spent 5 minutes chatting, then decided to call back. The lady behind me walked out huffing, by now my appointment had over run and I had still not booked in. I eventually got served 5 minutes after my time slot. Is it a case of employing people who just don't care about customer service, because no one with a decent attitude wants to work in a run down Surgery? Reception staff need to be trained to be respectful and willing to help, rather than get paid for not doing their job properly. They have a sign up stating they are short staffed, its been there for 3 years? If you are considering joining this surgery, read all the reviews first, then you can make an informed decision. I dont think it will change Ever!!
Visited December 2023
Review titled Holmcroft
Replied on 07 March 2024
Good Afternoon, Firstly I would like to thank you for taking the time to review the service you received during a recent visit to the Surgery, which I am sorry you felt was not a positive experience. Our booking in screen requires patients to add in their full date of birth when checking in, as follows 01/01/2000, and this can be confusing as without the dashes the check in screen locks. This isn't ideal and we have identified that this is a problem, therefore we have reported this to the company who provide us with the system to ask for this to be replaced. Our reception team work extremely hard to try to provide a good service for our 11,000 patients, often dealing with very difficult situations and be under extreme pressure which can be very stressful. I am sorry you feel that on that particular occasion we let you down. There are occasions when a Receptionist will need to discuss something with a colleague to ask for their advice or assistance which may have been the case in this instance. I will discuss your concerns with the team at our next team meeting to look at ways we can improve our service. I would like to thank you again for highlighting your experience and if you would like to discuss this further, please do not hesitate to contact me directly and I will do my very best to answer any further queries you have. Kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled Appointments
Rated 1 star out of 5
by Mrs Joyce E Wright - Posted on 14 December 2023
It is with regret that I have to leave a bad review as before Covid the practice was brilliant. I have tried for 3 weeks to get an appointment through patchs but at 8am no appointments available. I have tried calling the surgery but as previously stated waited 45 mins then the phone cuts out. This is not easy when I do the school run as well. I've even tried emailing but again to no avail. I have spoken to many people in the area who are having the same problem. I would pay to see a consultant but it has to be referred by the GP! Please tell me how to do this please.
Visited December 2023
Review titled Holmcroft
Replied on 27 December 2023
Dear Mrs Wright, Firstly, I sincerely apologise for any inconvenience and frustration this situation may have caused. We understand the importance of timely access to healthcare, and your experience falls short of the service standards we aim to uphold in relation to our phone system. We would like to assure you that we are currently working closely with the phone system regarding the phones cutting out and looking at a resolution to this. We offer a number of appointments daily and when we have reached full capacity for the day, we close Patchs for safety reasons. On very rare occasions, Patchs will only be closed at 08:00 for unforeseen circumstances such as sickness and we must use Red Alert appointments only for that day. Therefore, I would always advise to try a few times to log in to Patchs in case of any technical problems when Patchs open at 8am. Further to this, I would like to inform you that I have added a patch request on our system in relation to a GP appointment. You should hear back from the practice with an appointment as soon as possible. Thank you for your feedback. Kind regards, Kate Challinor, Operations Manager at Holmcroft Surgery
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Review titled worst practice in Stafford
Rated 1 star out of 5
by Anonymous - Posted on 01 December 2023
They force you to use a system called Patches to make an appointment, when you fill out the form, you never hear anything back, you ring up, only to be told they did not get a request. You tell them that you got an e mail to say that the surgery received, You then have to explain to them what you typed in on this rubbish system. so you waisted a day. Today at 08:00 it was saying all the appointment have gone, yet the appointments are released then? I am now on hold on the phone to try and get an appointment? I will be on hold for about 1 hr, they will say its because the system is down.
Visited December 2023
Review titled Holmcroft
Replied on 27 December 2023
Firstly, I sincerely apologise for any inconvenience and frustration this situation may have caused when our online system doesn’t work like we need it do. We understand the importance of timely access to healthcare, and your experience falls short of the service standards we aim to uphold. Patchs is used as an alternative to calling the practice. Your patch request then goes to our care co-ordinators to ensure you are booked in with the most appropriate clinician. We are hoping this process will eventually reduce the waiting time on the phone for patients who are unable to use our online service. We offer a number of appointments daily and when we have reached full capacity for the day, we close Patchs for safety reasons. On very rare occasions, Patchs will only be closed at 08:00 for unforeseen circumstances such as sickness and we must use Red Alert appointments only for that day. On the other hand, our surgery is open from 08:00 – 18:30, you can access our service via our phone lines or coming into the surgery. Again, I would like you apologise for any disruption caused. Your feedback is important, and we appreciate the opportunity to address and rectify this matter. Kind regards, Kate Challinor - Operations Manager at Holmcroft Surgery
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Review titled Unbelievably Frustrating
Rated 1 star out of 5
by Jim - Posted on 14 December 2023
Have been with this surgery for fifty years and have never known service like it. Ever since they teamed up with Stoke they have nose dived concerning customer service and Satisfaction. Today I have tried to ring them because my disabled wife is feeling very unwell and I have been customer number four for half an hour which is absolutely ridiculous.
Visited December 2023
Review titled Holmcroft
Replied on 27 December 2023
I hope this message finds you well. I am writing to acknowledge and address the concerns you raised regarding the challenges you are facing while attempting to schedule an appointment at the surgery. Firstly, I would like to apologise regarding your waiting time on the phones. We recognise the importance of timely access to healthcare, and your experience falls short of the service standards we aim to uphold. We currently have several new members of staff who have started in reception, and we are in the process of training regarding the importance of taking calls efficiently within a timely matter. We have different pathways you can take to book an appointment at Holmcroft. You can call the surgery or you can come into the surgery and our receptionist can help to refer you via our online system called Patchs. Patchs is used as an alternative to calling the practice. Your patch request then goes to our care co-ordinators to ensure you are booked in with the most appropriate clinician. We are hoping this process will eventually reduce the waiting time on the phone for patients who are unable to use our online service. This is currently still a working process. If you can access our internet, please use the link before for future appointment bookings. https://www.holmcroftsurgery.nhs.uk/online-consult Thank you for bringing this to our attention, and we appreciate the opportunity to address this matter. Kind regards, Kate Challinor, Operations Manager at Holmcroft Surgery
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Review titled worst practice in Stafford
Rated 1 star out of 5
by Anonymous - Posted on 24 November 2023
Many years ago, this was a great practice, since being taken over by the NHS, it has become the worst practice in Stafford, Before there was around 11 doctors, 5 practice nurses, it was a busy practice, you would get to see a Dr you have been seeing for years who knew about your complications. The patches system does not work, you get an e mail to state the surgery has received your message, you ring up to find out why no one has contacted you, they claim its not received? Happens every time. You now have a choice of 1 Dr, and I have lost confidence in him. No staff at reception, with a note saying they are short staffed, been on the window before the pandemic, Don't bother complaining, as no one responds. phone them and your in a queue for 30/50 minutes Reception staff leave every two months. No Management to run the place, always on the sick. I am leaving this run down surgery. Everyone that was there 3 years ago, apart from 3 Drs and 1 nurse has left, two of the Drs only work 1 day and the other works 2 days. The Nurse is leaving in December. It wont be long before it shuts down?
Visited November 2023
Review titled Holmcroft
Replied on 27 December 2023
Firstly, I sincerely apologise for any inconvenience and frustration this situation may have caused when our online system doesn’t work like we need it do. We understand the importance of timely access to healthcare, and your experience falls short of the service standards we aim to uphold. Patchs is used as an alternative to calling the practice. Your patch request then goes to our care co-ordinators to ensure you are booked in with the most appropriate clinician. We are hoping this process will eventually reduce the waiting time on the phone for patients who are unable to use our online service. We offer a number of appointments daily and when we have reached full capacity for the day, we close Patchs for safety reasons. On very rare occasions, Patchs will only be closed at 08:00 for unforeseen circumstances such as sickness and we must use Red Alert appointments only for that day. On the other hand, our surgery is open from 08:00 – 18:30, you can access our service via our phone lines or coming into the surgery. Again, I would like you apologise for any disruption caused. Your feedback is important, and we appreciate the opportunity to address and rectify this matter. With kind regards, Kate Challinor, Operations Manager at Holmcroft Surgery
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Review titled Havin a laugh
Rated 1 star out of 5
by Anonymous - Posted on 03 December 2023
They are meant to be doing a survey on how the patients view the practice, they have a table, box, pens, but no forms? Its been like that for weeks, I asked for a form at reception, she told me she had to print one off? , I was given a complaints form instead? I wonder if they don't want anyone to fill out these forms to show what a dismal service they give? Such a shame that this surgery has gone from the no1 to the worst in Stafford!
Visited November 2023
Review titled Holmcroft
Replied on 12 December 2023
Thank you for bringing your concerns to my attention. We have had a number of new staff at the surgery recently and rightly so, you have pointed out that we had ran out of our Family and Friend Forms in the reception area. I can assure you this is now being monitored and added to our receptionists daily task list. I am sorry you feel disappointed by our service currently. Please would you be able to contact the surgery and speak to one of Operations Managers to discuss this matter further. Kind regards, Kate Challinor, Operations Manager at Holmcroft Surgery