Concept House Surgery - Ratings and reviews
Reviews
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Review titled Fantastic and so helpful reception staff
Rated 5 stars out of 5
by Karen Farrell - Posted on 25 March 2024
Thank you to G.i.l.l.today for sorting an urgent prescription for my sons inhaler. G.i.l.l was as good as her word, even on a busy Monday morning and called me back by 2pm, to advise the script was all sorted. The reception and admin staff work very hard and often the first to have to deal with frustrated patients and relatives, but they are the backbone of the practice and always do it with a smile and a laugh. Their kindness doesn't go unoticed. Thank-you
Visited March 2024
Review titled Concept House Surgery
Replied on 27 March 2024
Dear Karen, Thank you for taking the time to leave a comment on NHS choices. Your feedback will be shared with the team at our next whole team meeting in April. We are pleased that you have had such a good experience. Jenny Young, Practice Manager
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Review titled Appointment System not fit for purpose
Rated 2 stars out of 5
by Anonymous - Posted on 29 January 2024
The government announced last year they were asking GPs to stop the 8am call for appointment. Yet this practice still does this how is this suitable for children who need to be in school and people who work? Not all appointments are emergencies so surely the same day appointments should be reserved for that purpose. But general appointments for the likes of acne should be able to be pre booked. Children especially high school age can't just rock up when the Dr decided to call back and give an appointment. Plus you have to fight sometimes to get a appointment at sefton Rd as they always try to get you to go to concept house even though I have been a patient at Sefton Road before dr goldberg took over and that is because its local to me not concept house. Please review your appointment system and consider people who work and children and can't just turn up for appointment at drop of a hat especially on general non urgent appointments. Also they seem to pick and choose as I walked into Sefton Rd and booked my son his first appointment about his skin it took a few weeks to get a appointment early in the morning before school but it was non urgent so happy to wait. Give your patients a choice and use common sense as surely people who need appointments for same day need to call at 8am. This system is stopping people to contact yourselves as its too difficult.
Visited January 2024
Review titled Concept House Surgery
Replied on 01 February 2024
Dear Patient, Thank you for your comment left on NHS choices. We appreciate your feedback and take on board your comments. We will discuss them at our next whole team meeting in February. Most of our appointments are book on the day, however we do also offer a limited amount of appointments that can be pre booked and these are accessible online. We understand that not everyone can access their phones during school and work, which is why we have taken on board patient feedback and put this in place. We often review our appointment system and it is a rolling agenda item at our monthly management meeting. Unfortunately, this system is the only way that the practice can survive to meet demand at the moment and a lot of the other local surgeries follow the same system. General Practice is in crisis and many practices are struggling significantly with the rising staffing costs, excessive workload and pushback from secondary care, limited government support and negative press. We reached out to Peter Dowd, local MP recently to express our concerns as many practices are concerned that they will no longer be financially viable after 1st April 2024. We try our very best with the patients in mind always. I’d like to offer you to join our Patient Participation Group so you can see the work that goes on in the background when reviewing processes, such as the appointment system. If you wish to discuss this further, please do not hesitate to contact me. Jenny Young, Practice Manager
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Review titled Outstanding Practice
Rated 5 stars out of 5
by Arlene Powell - Posted on 22 August 2023
I have been with Concept House Surgery since 2001 when it was then on Stanley Road, over 20 years and have only ever had the best service from both the doctors and all the staff. This practice has helped me over many different illnesses. With the awful funding for our NHS I can only thank this practice for the dedication and pure care over these years. The nurses at this practice also go above and beyond in their care, the amount of advice I have received is so overwhelming they are never patronising or rude no matter what the question. Reception is amazing and I know they always try to help me whatever I am asking for. Definitely friendly and accommodating. Doctors like these should be treasured and respected for their knowledge and expertise. Thank you all for so many years of wonderful service
Visited August 2023
Review titled Concept House Surgery
Replied on 23 August 2023
Dear Ms Powell, Thank you for taking the time to leave a comment on NHS Choices. Your review will be discussed at our next whole team meeting in September. Our staff work extremely hard and its nice to see it does not go unnoticed. We're so pleased to hear that your experience at the surgery has been a pleasant one. We are actively recruiting patients to join our Patient Participation Group (PPG), please contact the surgery and ask to speak to myself or Louise, Deputy PM if you would be interested in joining or for any further information. Jenny Young, Practice Manager
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Review titled Poor changes
Rated 1 star out of 5
by Ian Gallagher - Posted on 03 August 2023
On calling the doctors surgery, I was told they don't take pre booked appointments anymore. Instead you have to call at 8.00 am and hope you get connected ( Because its really busy the receptionist told me) for a telephone consultation, that will be assessed to see if you need an actual appointment to see the GP. Utterly ridiculously poor system. I Will take measures to leave this joke of a surgery as soon as I can
Visited August 2023
Review titled Concept House Surgery
Replied on 23 August 2023
Dear Mr Gallagher, Thank you for taking the time to leave a comment on NHS Choices. Your comments will be shared with our whole team at the next meeting in September. Our appointment system was reviewed and subsequently changed in November 2022. This was communicated to patients at the time and also explained in more detail in our May newsletter. The new system was implemented after much consideration when the practice was experiencing increasing demand. When the old appointment system was in place, the waiting time for a pre-bookable appointment had reached 4-5 weeks, which was not acceptable. The GPs were dealing with around 15 emergencies per day, on top of their 18 prebooked appointments and the workload was becoming overwhelming and clinically unsafe to continue as we were*. *The European Union of General Practitioners and British Medical Association have recommended a safe level of patient contact per day in order for a GP to deliver safe care at no more than 25 contacts per day. We consulted with other surgeries in the local area and found that the majority had moved to an ‘on the day’ appointment system as it was the only way we could deal with demand. We do appreciate that this system is not suitable for all but feel that it is the only way that the practice could deal with the increased demand, retain clinical staff and offer the best service to patients. If you wish to discuss my response in further detail, please do not hesitate to contact the surgery. Jenny Young, Practice Manager
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Review titled Fantastic care and support
Rated 5 stars out of 5
by Graeme Henshall - Posted on 08 August 2023
I write, once again, to extend my thanks to Concept House and their excellent care and compassion. I contacted the surgery this morning and was able to secure an appointment the same morning in less than 2 hours of them opening. I cannot thank the surgery enough for all their support since I rejoined in November 2022. Thank you to all the admin team and GPs; you're all amazing. Regards, Graeme
Visited August 2023
Review titled Concept House Surgery
Replied on 23 August 2023
Dear Mr Henshall, Thank you for taking the time to leave a comment on NHS Choices. Your comments will be discussed at our next whole team meeting in September. We are pleased that your experience at the surgery has been positive. The surgery has experienced increased demand over the last year and our staff are working hard to meet the needs of patients, it is nice to hear that this does not go unnoticed. We are currently recruiting patients to join our Patient Participation Group, please contact the surgery and ask to speak to myself or Louise, Deputy PM if you would be interested in joining or require any further information. Jenny Young, Practice Manager
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Review titled Fantastic support
Rated 5 stars out of 5
by Graeme Henshall - Posted on 12 June 2023
I am once again very grateful for the help and support from Concept House. They have been amazing during these difficult times. One receptionist in particular has been fantastic.
Visited June 2023
Review titled Concept House Surgery
Replied on 14 June 2023
Dear Graeme, Thank you for your feedback. I am so pleased you have felt supported by our reception team. We will discuss your comment at our next team meeting this afternoon. Jenny Young, Practice Manager
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Review titled Great staff
Rated 5 stars out of 5
by Margi - Posted on 13 July 2023
Just to say thanks to the staff that answer the phone and gp. Had to make contact a few times this week due to feeling poorly. Appointments made and felt looked after.
Visited June 2023
Review titled Concept House Surgery
Replied on 23 August 2023
Dear Margi, Thank you for taking the time to leave a comment on NHS Choices. We will discuss your comment at our next whole team meeting in September. We are pleased your experience with the surgery has been a positive one. We are currently recruiting patients to join our Patient Participation Group, please contact the surgery and ask to speak to myself or Louise, Deputy PM for further information. Jenny Young, Practice Manager
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Review titled The extra mile - front of house staff
Rated 5 stars out of 5
by Anonymous - Posted on 25 May 2023
Front of house staff in GP practices often have a bad rep…. But I couldn’t speak any higher of all the front of house staff here. Up until having my little boy, I didn’t really have much contact beyond booking appointments but that’s changed a lot over the last 3 years. The front of house staff are incredibly compassionate, supportive, pay attention and remember you, and importantly, they are efficient. I am very appreciative of how they have treated me over recent years.
Visited May 2023
Review titled Concept House Surgery
Replied on 30 May 2023
Thank you for taking the time to leave a comment on NHS choices. We are so pleased that your experience with the surgery has been pleasant. Our staff work extremely hard and its lovely to hear that this does not go unnoticed. Your comments will be shared at the next reception meeting on 14th June 2023. Jenny Young, Practice Manager
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Review titled Some wonderful GPs
Rated 5 stars out of 5
by Anonymous - Posted on 25 May 2023
I have had mixed experiences with GPs in this practice, all the GPs are of course knowledgeable, but there are a couple of GPs here who are wonderfully containing, supportive, and really do offer person-centred care. Navigating systems in the NHS can be stressful and worrying, and when you have a good experience with a medical professional, it makes a huge difference. One specific GP has gone above and beyond for my little boy, they offered a supportive space where I could be heard. They provided balance and containment, and allowed me to make decisions jointly. I saw another GP today who made me feel safe and contained (after some difficult experiences). They saw me speedily, made a point to fit around my work and really went the extra mile. There is another GP who unfortunately does not work there always now - but they are incredible - I directly told them that if more medical professionals had just 10% of their mannerisms and warmth, combined with their knowledge, then the NHS would be a much better place.
Visited May 2023
Review titled Concept House Surgery
Replied on 14 June 2023
Dear patient, Thank you for taking the time to leave a comment on NHS choices. We are so pleased that you have had such a good experience with the practice and in particular the GP's. I will pass on your feedback and discuss it at our next whole team meeting in July. Jenny Young, Practice Manager
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Review titled Never had a problem
Rated 5 stars out of 5
by Anonymous - Posted on 23 May 2023
I have had to contact the surgery a few times recently about ongoing health issues. I have needed numerous appointments with the doctor and never found it difficult to arrange one. I did not agree when the surgery got rid of prebookable appointments and was worried that I would not be able to get through at 8oclock but I have been pleasantly surprised. The reception staff are always friendly and supportive.
Visited May 2023
Review titled Concept House Surgery
Replied on 23 May 2023
Dear Patient, Thank you for taking the time to leave a comment on NHS choices. We are pleased that your experience with the surgery has been a pleasant one. We will discuss your feedback at the next whole team meeting in June 2023. Jennifer Young, Practice Manager