ELLERGREEN MEDICAL CENTRE - Ratings and reviews
Reviews
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Review titled Fantastic Doctor
Rated 5 stars out of 5
by Deborah Gwanzura - Posted on 24 March 2024
Thank you so much Dr for being a fantastic Doctor. You are such a kind, professional and empathetic person. Always very helpful and you go the extra mile. Thanks for listening to all my concerns and actioning them. Makes all the difference.
Visited March 2024
ELLERGREEN MEDICAL CENTRE has not yet replied.
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Review titled Rude receptionist
Rated 1 star out of 5
by Carla Bowers - Posted on 16 February 2024
Called today to get prescription as the hospital consultant advised me to when I received his letter! Called the Gp surgery to be answered by a very rude woman who told me to “call back Monday as she can’t see if any letters have been delivered as she is busy with 13k patients” I replied I am a patient I was told to call up to get my prescription as I’m in a lot of pain , again she said she was to busy to check! So I replied I don’t really care about other patients to be fair I just want pain killers” her reply… I dont care I’m too busy to check!! .appalling behaviour from a receptionist don’t know who these people think they are! I would not reccomend this surgery!!
Visited February 2024
ELLERGREEN MEDICAL CENTRE has not yet replied.
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Review titled Extremely disappointed
Rated 1 star out of 5
by Kristine balmer - Posted on 13 February 2024
I’m starting to feel a burden in this practice , I feel I have to many condition for this practice to manage . Ringing for appointment to be told go walk in , being treated for chest infection steroid control from the walk in , I would like to know what is the emergency patient list , palliative every day only extremely emergency only , when you can’t get your problem out because coughing and breathing to go walk in , why have a gp , it’s not about being treating with dignity respect etc , it’s about being seen by a gp or nursing practitioners when you need to be seen , I feel I’ve got too much going on now for Ellergreen to manage me , must say I was seen in walk in and prescribed medication and advised if change A/E .pointless ringing ellergreen
Visited February 2024
ELLERGREEN MEDICAL CENTRE has not yet replied.
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Review titled Worst patient care service ever
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2023
I have called for 3 days to be told no appointment’s call back at 8 which I have went online same issue can not get any help and receptionist have no empathy patient care or even emotions no staff to look after patients they have but are taking in more patients doesn’t make sense.
Visited December 2023
ELLERGREEN MEDICAL CENTRE has not yet replied.
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Review titled Not working people friendly
Rated 1 star out of 5
by Karen - Posted on 21 September 2023
I work in a school for a living and cannot access my phone @ 8am for calls or e consult requests (if available) so what do I do? Receptionist's are programmed to deny anyone who is not lucky enough to be granted an appointment with "try again tomorrow" As I said a call back is not allowed in work so please give me a solution and stop penalising those who work with a not fit for purpose system.
Visited September 2023
ELLERGREEN MEDICAL CENTRE has not yet replied.
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Review titled No service
Rated 1 star out of 5
by Anonymous - Posted on 23 August 2023
Appalling service dos anyone check patients letters which have been sent to doctors surgery from hospitals ex ex 4 weeks iv been waiting for someone to contact me to give me medication and bloods had to call over today to ask when someone will be in touch with me over this only to be told someone is looking at it now 4 weeks ridiculous might not be important to them but is to me and im still waiting to see how much longer it will take for someone to get in touch with me for my recommended medication and bloods
Visited August 2023
ELLERGREEN MEDICAL CENTRE has not yet replied.
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Review titled Excellent practice
Rated 5 stars out of 5
by E frank - Posted on 20 July 2023
Do not have a bad word to say about this survey they have been amazing for me I always manage to get an appointment the new system is a mega improvement but even before this I never had a issue. The rapport I have with the doctors is outstanding. This surgery does not get enough credit for the job it's doing.
Visited July 2023
ELLERGREEN MEDICAL CENTRE has not yet replied.
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Review titled GPs are great, admin staff appalling
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2023
After being number 1 in the que for 20 minutes I drove to the centre to get my query answered. When I entered the phones were ringing in the background whilst everyone was sitting around talking about they watched on TV last night and what medication they were on themselves. Whenever you do get through, most staff members demand you tell them what the issue is event though its not mandatory before they decide if its urgent- even though not medically trained. There is an e-consult service which is never switched on whether you go online at 8am or 8:15- this has been a requirement since October but never implemented. once you actually get to speak to a dr they are always helpful and take relevant action. Unless you need a follow up appointment which is when the fun starts all over again!
Visited March 2023
Review titled ELLERGREEN MEDICAL CENTRE
Replied on 06 June 2023
I'm sorry to hear about your experience at the surgery. Our GP surgery operates a triage system for all calls. This requires receptionists to ask a few details about your request so it can be dealt with by the correct member of our team (GP, nurse, physio, pharmacist etc). They follow a strict protocol for this that has been set out by the practice partners to support the safe running of the practice. In terms of our e-consults, these have remained on as per our contractual arrangements, and operate daily. They are capped by time of day and total number submitted. We have recently updated our access arrangements and full details of how to access appointments at the surgery can be viewed at http://www.ellergreenmc.nhs.uk/patient-information-resources/
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Review titled Gone to the dogs
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
It’s with a heavy heart that after 53 years at this once good surgery I am turning my back walking away. I have been trying for over a week to get an appointment. I phone at 7.58 to be told surgery is now closed so phone again 20 times at 8am and surprise surprise all lines are busy, I go online to to do an e-consult only to be told that you can only access the site between 8am and 9am Monday to Friday even though it was 8.30am on a Monday morning. I don’t know what has happened to this place over the recent years but it has gone down hill badly I know that the NHS is on it’s arse but my wife has no problem getting an appointment with her doctor at a different surgery. Very disappointed to say the least.
Visited March 2023
Review titled ELLERGREEN MEDICAL CENTRE
Replied on 06 June 2023
I'm sorry to hear about your experiences trying to book an appointment. In relation to the issues with the telephone lines, we had a new telephone system installed in August 2022 which should have eliminated any engaged/busy tones and placed you in a queue with call back options. If this had not occurred, please contact the surgery as we will need to review our phone records and correct the issue. The e-consult service is only available for a limited time period and the total number each day is capped to help manage demand. This may explain the reasons why you struggled to access the system. Whilst these system issues may explain why you struggled to directly access the services, we also fully accept that there are days where the total number of appointment requests far exceed the total number we can safely offer. The practice is working hard to address this, and we have recently implemented a new access plan which is visible via our practice website. We are sorry to hear that you intend to leave the practice, but should you still be a patient, we would encourage you to engage with our Patient Participation Group where you can help guide future development of the practice.
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Review titled Shame on the practice
Rated 3 stars out of 5
by Kristine balmer - Posted on 09 January 2023
After waiting full hour on phone , econsult closed from 8.20 am even though it says 8am/9am mon/fri , to speak to receptionist , to say there nothing , asking my problem my name , try tomorrow , joke am sure it’s the same procedure tomorrow no wonder hospital are full
Visited January 2023
Review titled ELLERGREEN MEDICAL CENTRE
Replied on 06 June 2023
I'm sorry to hear about your experiences at the surgery when trying to book an appointment. In reference to the e-consults, they are only available for a set time and there is a maximum capacity each day. This is to ensure that we do not exceed safe volumes of requests. In terms of the phone lines, currently our phone system is able to keep you on hold, or you can use the call back system which holds your place in the queue meaning you don't have to wait on the line. We have in the past few weeks implemented our new access protocols to support our reception team in ensuring that patients are informed of all possible services that may be able to assist them. Whilst this requires them to ask a few details about a condition (details which are kept confidential), if does mean that patients can now access our nurses, physiotherapists and mental health practitioners directly, meaning we are freeing up the GPs to deal with more patients.