Priory Medical Centre - Ratings and reviews
Reviews
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Review titled Supportive , helpful and caring
Rated 5 stars out of 5
by Mrs J.Yates - Posted on 12 April 2024
My experience of this surgery has been excellent I write this in relation to the standard of care that my adult daughter has received in the last 7 years but in particular the last 3 years After a long battle to get the correct diagnoses and plan in place we are now into a second month of the plan and it is starting to work There are two Drs in particular that have been instrumental in delivering her the best care package possible and have kept in regular touch The Drs have been a life line for her and for me through very difficult times. This week the Dr has once again been brilliant in helping my daughter with her care Nothing is ever any trouble for them they have gone above and beyond in their expertise as GPs These last months the Dr has been able to deliver quality care and supervision that has helped my daughter on her medical process The Communication via me , between my daughter and the Dr is excellent and I cannot express my gratitude enough The reception staff are also very good in delivering messages to enable smooth communication between me and my daughter to the correct Dr and service required Thank you so much for helping my daughter in the way you have and being respectful to carers Much appreciated Mrs J Y
Visited April 2024
Review titled Priory Medical Centre
Replied on 17 April 2024
Dear Mrs Yates, Many thanks for taking the time to review your experience of Priory Medical Centre, particularly relating to the care that your daughter has received, it is greatly appreciated and I thank you for taking the time to complete this. I will be sure to pass this onto our staff so they can hear the positive feedback also. Many thanks again for providing the feedback, please do let me know on managers.priorymed@nhs.net should you have any further comments. Regards, Robert Massey-Ellis Executive Director
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Review titled Not helpful
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2024
I had a phone call from priory medical centre but I had to call 111 to get a phone consultation. I was seen by a doctor regarding my problem but nothing further was done or taking seriously enough all I wanted was a prescription of medicine for my problem that wasn’t even done. My blood pressure wasn’t checked and was a wasted appointment I feel. I sent a complaint and they said it was a thorough appointment which it definitely wasn’t. I came home with this ongoing problem and don’t feel like I was helped at all and having to call 111 to get somewhere of an appointment as they always say they are fully booked
Visited March 2024
Review titled Priory Medical Centre
Replied on 28 March 2024
Dear Anonymous, My name is Robert Massey-Ellis and I am the Executive Director at Priory Medical Centre and will review this comment. Many thanks for your feedback regarding your care about Priory Medical Centre, however given this is anonymous, I am unable to respond to this fully as I cannot look into your case further. Should you wish for me to look into this further, please do not hesitate to send me an email on managers.priorymed@nhs.net with your personal details and I will review your feedback accordingly. Please note, if you have already submitted a complaint & this has been reviewed & responded too, should you wish to escalate this further, please do so by following the instructions in the response from the Complaints Lead. Kindest regards, Robert Massey-Ellis Executive Director
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Review titled Amazing service every time
Rated 5 stars out of 5
by tracy heath - Posted on 28 February 2024
Sought medical advice today for a molecular. After completing an online consultation form , was asked to send a photo of the mole. The doctor reviewed the photo of the mole, asked to see me in person and a referral to a specialist has been sent out today. Outstanding service today and always has been since registering with this practice 20 years ago. From blood tests, asthma reviews, breast screening, perimenopause symptoms, migraines .... the team do an Outstanding job every time. There is a queue on the phone every day for an appointment but you can also complete a form online where a gp will call you back. Go to the home page of the website and you can complete an online referral form with your symptoms / query and you will be contacted by a gp/ medical team member usually on the same day. Any medical condition that has needed a follow up call from the surgery has always been completed. Highly recommended surgery and team.
Visited February 2024
Review titled Priory Medical Centre
Replied on 06 March 2024
Dear Tracy, My name is Robert Massey-Ellis & I am the Executive Director here at the surgery. Many thanks for taking the time to complete a review of your recent encounter with Priory Medical Centre. It is always pleasing to read positive reviews of how we have helped patients with their needs. Your description of how patients can obtain an appointment is very good and I encourage all patients to complete an Online Consultation (if able too) via the route you have described. This allows our team to triage all requests and signpost / book an appointment if appropriate. This really is the quickest way to receive an appointment, and as you have described today, it is often on the same day. If patients are unable to complete an Online Consultation though, they can still ring our reception team who will complete this on the patients' behalf. Thank you once again for your positive review, I will be sure to share this with the team members involved in your treatment so they are aware this positive feedback has been received. Kindest regards, Robert Massey-Ellis Executive Director
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Review titled terrible
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
I had a cough and cold for over a week and then developed an ear ache in my right ear. On contacting the surgery i was told that i had to either use my nhs app or fill in an online consultation form. my nhs app only gave me access to blood forms and vacinations and the online consultation form is not for emergencys. I had to go through the route of 111 to get the GP at the practice to ring me to prescribe antibiotics and a nasal spray. Very unsatisfied with this system.
Visited December 2023
Review titled Priory Medical Centre
Replied on 11 December 2023
Dear patient, My name is Robert Massey-Ellis and I am the Executive Director at Priory Medical Centre. Many thanks for taking time to review Priory Medical Centre; my apologies though that this recent experience & review was not a positive one. Unfortunately, as this review is anonymous I cannot look into your review any further, however if you would like to contact me on managers.priorymed@nhs.net with further information, I can then review telephone call recordings & look into this further for you. Once I have reviewed the additional information further, I will then be able to reply back to you fully. Kindest regards, Robert Massey-Ellis
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Review titled Very pleasant practice
Rated 5 stars out of 5
by Anonymous - Posted on 20 December 2023
I have had occasion to ring in a couple of times recently, and this morning, I went into reception. On each occasion, I have been dealt with efficiently, courteously and with empathy. Great credit to the staff and to the training they have received. I, for one, appreciate all they do.
Visited December 2023
Priory Medical Centre has not yet replied.
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Review titled Awfull, change to another doctors if you can.
Rated 1 star out of 5
by Duncan Maclachlan - Posted on 15 December 2023
I have left ringing up my doctors for now 3 months due to the reviews of family and friends, my condition has extremely down hill I'm not gunna go into to much detail. This morning I woke up and couldn't take it any more so I rang up and was instructed to use the online consultation so that is what I did. I thought surely going into the detail I did about my symptoms and telling the how much pain I'm in someone would contact me either today or tomorrow. Neither has happened instead in have received a message from priory medical centre saying I will be contacted in 4 days by a doctor when i am working and not aloud to have my phone on me , my only free day is Friday so that's why I ring on a Friday, im sorry but this is a joke. I was with cape surgery all my life and never experienced treatment like this and the worse bit about it is they have took all human contact out of the situation, how the hell is my doctor supposed to his job through a phone. The nhs is going to shambles and I am so disappointed by this as I have used them all my life and they have helped me so much, this review has nothing to do with staff this purely aimed at the people in charge.
Visited December 2023
Priory Medical Centre has not yet replied.
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Review titled New online only access is impenetrable
Rated 2 stars out of 5
by Anonymous - Posted on 23 November 2023
I'm not critical of the staff/GPs, I understand demand management is a huge issue for them. But the only way to get an appointment since 13th November is via an online form. So, accessibility for certain groups is poor. Last two times I've tried to submit an online request, they've closed the system by 11.30am so you have to wait until following day. I've waited in the phone queue only to be cut off. It's forced me to drive to the surgery in person twice just to get answers to really simple questions like "have you re-issued my prescription as requested by the pharmacist". I've started ignoring all the recorded advice on their phoneline and just finding any route through to speak to an actual person - because they are always helpful when you do. Staff are lovely, GPs are usually very good, but this impenetrable access is forcing me to consider moving to another practice.
Visited November 2023
Review titled Priory Medical Centre
Replied on 24 November 2023
Dear patient, My name is Robert Massey-Ellis & I am the Executive Director at Priory Medical Centre. Many thanks for your feedback regarding your experience of booking an appointment at Priory Medical Centre. I apologise on behalf of the practice if your recent experience was not up to your expectations. I hope the below will help explain the new system further for you. As of 13/11/2023, we have been trialling a new appointment booking system called Total Triage. The reason for trialling this system is to allow us to better manage patient demand, and also allow us to clinically triage requests for appointments so that the patient can be signposted to the most appropriate person at the most appropriate time. This should allow us to see those patients requiring urgent clinical assistance quicker & hopefully on the day. The Total Triage system does ask patients to submit a simple Online Form, which is accessible from our website or the NHS App. Upon submitting this form, it will be sent to a Doctor to clinically triage. The Doctor then advises the receptionist when to book an appointment and with whom (it may not necessarily be the Doctor/GP dependant on the request). This has resulted in patients being seen quicker, and also obtaining an appointment in a timely manner. I understand that not all patients will be au fait with technology, or able to submit the Online Form. In these cases, patients are asked to still ring the practice, at which point, one of our reception team can take down the necessary details and submit this form on your behalf. As mentioned, this request will still goto a doctor to clinically triage and an appointment booked at the appropriate time. Throughout the trial, we are limiting the number of Online Forms that can be submitted to allow us to manage demand accordingly. This is why you may not be able to submit a form passed 1130am as unfortuantely our limit has been met. If you are unable to submit a form to do our capacity being met, then please do ring the practice to request an appointment. I understand that you are ignoring the recorded messages. I really do request you to listen to these messages as they contain important information about changes at the practice, and more importantly, our appointment system. We change these messages regularly to advise if we have appointments available to help manage patients expectations. We also advise on there to ring after 1030am if your enquiry is not appointment related. This will then free up the phone lines for those wanting an appointment. I hope the above helps explain the new process, however should you wish to discuss further, I am more than happy for you to email on managers.priorymed@nhs.net with further info so I can look into this for you. Further communications regarding this Total Triage trial will be posted to our social media pages & website in the near future. Kindest regards, Robert Massey-Ellis Executive Director Priory Medical Centre
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Review titled First class practice - exceptionally attentive
Rated 5 stars out of 5
by Sue - Posted on 27 December 2023
We have been with Priory Medical Centre for many years now. The staff are always thorough, considerate and treatment comprehensive. We were dubious as to whether the new online consultation system would work effectively, but it's a huge improvement on the previous system re. phoning on the day, and access to a clinician has been 100% effective to date. Would highly recommend.
Visited September 2023
Review titled Priory Medical Centre
Replied on 28 December 2023
Dear Sue, Many thanks for taking the time to provide this feedback about your recent experience at Priory Medical Centre. We recently changed the appointment booking system based on patient feedback so thank you for providing further feedback and advising it has worked for you recently. We hope this new system will prevent patients having to ring at 0830 hours on the day for an appointment. We also hope that this new system will mean we can clinically triage all appointments, thus allowing more on the day availability for those who clinically need to be seen urgently. I will pass this feedback onto the relevant people, however if you have any further feedback about either the new system or the surgery in general, please do not hesitate to let us know. Many thanks once again for submitting your feedback. Regards, Robert Massey-Ellis Executive Director Priory Medical Centre
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Review titled No Problem
Rated 4 stars out of 5
by Anonymous - Posted on 18 December 2023
I have Never had a problem with this surgery, staff have always been accommodating and friendly. Treat people how you would like to be treated
Visited July 2023
Review titled Priory Medical Centre
Replied on 28 December 2023
Dear Anonymous, Many thanks for taking the time to write a review about your recent experience at Priory Medical Centre, it is greatly appreciated. I will be sure to pass this feedback onto the staff so they are aware of your comments. Should you have any further feedback, please do not hesitate to let us know. Kindest regards, Robert Massey-Ellis Executive Director Priory Medical Centre
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Review titled Appointment system unacceptable
Rated 2 stars out of 5
by Vanya - Posted on 12 June 2023
In general once you see a doctor or nurse, they are good for basic needs. There have been a few occasions when I have not been happy - once when a GP was very brusque and unsupportive and recently a referral to a NHS service has been cancelled because not enough information provided by GP.. The competency of reception and admin staff is variable. It really depends on who you get. Some are friendly and helpful, some are not. The main reason for not recommending this practice is because getting access to see a GP is a nightmare. Below is one experience, which is quite typical: Called at 8.30 (opening time) then waited for an hour in phone queue to talk to receptionist. I have had my symptoms for over two weeks - did all the responsible things to treat at home but symptoms not getting better. Receptionist very condescending, asking what have I done to relieve my symptoms, then said she was referring me to a pharmacist!! (After waiting on phone for an hour) I had looked on the NHS website and it had said with my symptoms I should see a GP if they have not got better in a week. It had been two weeks so I thought my appointment request was reasonable. In the end I had to be quite firm and pressed that I wanted to see a GP. She said a GP would do a telephone consultation and to expect a call any time between now and 6pm. I do feel sorry for reception staff as they have to deal with frustrated patients - that does not mean patients frustrations are not valid. The practice needs to change it’s appointment system, because at the moment it is a joke and people are suffering unnecessary. Please understand I know how busy the practice is and am a responsible patient. If I am calling for an appointment it is because I genuinely feel I need to see a GP, and do not need to be made to feel I am nuisance, which is what the present system does. I wonder how many people avoid making appointments for what might end up being a serious medical condition because of such a system. I have to take day off work just to make an appointment because I can’t have my phone on me at work - even then an appointment is not guaranteed. Very stressful process, even more so when you are ill.
Visited June 2023
Review titled Priory Medical Centre
Replied on 24 November 2023
Dear Vanya, My name is Robert Massey-Ellis & I am the Executive Director at Priory Medical Centre. Many thanks for your feedback regarding your experience of booking an appointment at Priory Medical Centre. I apologise on behalf of the practice if your recent experience was not up to your expectations. I hope the below will help explain the new system further for you. As of 13/11/2023, we have been trialling a new appointment booking system called Total Triage. The reason for trialling this system is to allow us to better manage patient demand, and also allow us to clinically triage requests for appointments so that the patient can be signposted to the most appropriate person at the most appropriate time. This should allow us to see those patients requiring urgent clinical assistance quicker & hopefully on the day. The Total Triage system does ask patients to submit a simple Online Form, which is accessible from our website or the NHS App. Upon submitting this form, it will be sent to a Doctor to clinically triage. The Doctor then advises the receptionist when to book an appointment and with whom (it may not necessarily be the Doctor/GP dependant on the request). This has resulted in patients being seen quicker, and also obtaining an appointment in a timely manner. I understand that not all patients will be au fait with technology, or able to submit the Online Form. In these cases, patients are asked to still ring the practice, at which point, one of our reception team can take down the necessary details and submit this form on your behalf. As mentioned, this request will still goto a doctor to clinically triage and an appointment booked at the appropriate time. Throughout the trial, we are limiting the number of Online Forms that can be submitted to allow us to manage demand accordingly. If you are unable to submit a form to do our capacity being met, then please do ring the practice to request an appointment. I request you to listen to the messages at the beginning of the call as they contain important information about changes at the practice, and more importantly, our appointment system. We change these messages regularly to advise if we have appointments available to help manage patients expectations. We also advise on there to ring after 1030am if your enquiry is not appointment related. This will then free up the phone lines for those wanting an appointment. I hope the above helps explain the new process, which has also been created based on patient feedback, however should you wish to discuss further, I am more than happy for you to email on managers.priorymed@nhs.net Further communications regarding this Total Triage trial will be posted to our social media pages & website in the near future. Kindest regards, Robert Massey-Ellis Executive Director Priory Medical Centre