Peel House Medical Practice - Ratings and reviews
Reviews
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Review titled No appointments available
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2024
I tried to make an appt today using the app but within 5 minutes they had all gone. Last week after a similar experience I rang in dead on 8am but was 29th in the queue so was unable to get to see a GP I wanted. Today, instead of ringing in, I went down to the surgery at 7.30am and was at the front of the queue. There were no female GP appointments! What do I have to do to get an appt with a GP I know? There is no continuity of care. I am so upset about this, it is so stressful and making me feel worse than I already do. The service here has deteriorated rapidly over the past few months and infinitely worse than when I joined over 20 years ago.
Visited March 2024
Peel House Medical Practice has not yet replied.
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 22 December 2022
I never ring the doctors unless i have to. After following advice from a pharmacist and NHS guidance online I was told that if symptoms had not improved after a week to call doctors. They haven’t, if anything have got worse. To be told by a receptionist it’s actually ten days and to go see a pharmacist (when i already have) is appalling. Been back to pharmacy and they are shocked.
Visited December 2022
Peel House Medical Practice has not yet replied.
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Review titled Horrendous Phone Lines
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
For a Practice with 15k+ patients, their management of telephones is nothing short of diabolical. I left this Practice a few years ago and moved somewhere smaller and had no problems since moving. I rang on behalf of a family member. To phone at 10am and be 17th in the queue is one thing, but for it to take 55 minutes to then speak to someone demonstrates to me that they must have just one staff member on the phone which is unacceptable for a practice of this size. Common sense would dictate that all Reception staff would automatically be on the phones (especially on a Monday morning and especially when call volumes or queueing times were high). This is nothing new, their phone lines were much the same before the new system and have continued to be the same. You could likely ring them at home and drive to the surgery whilst on hold and be seen by the staff member on the desk before they picked the phone up. Receptionist was perfectly fine, polite and made an appointment as requested. It is worth noting however, that again, with a practice population size as big as theirs, you would expect the practice to be quite busy, however, when I attended the surgery with my family member a few weeks ago in the middle of the afternoon, there were less than half a dozen other patients across the entire floor. I dread having to phone this practice and have strongly steered people away from it since leaving for a better experience.
Visited October 2022
Peel House Medical Practice has not yet replied.
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Review titled Good recent experience
Rated 3 stars out of 5
by Pamela Kerans - Posted on 13 October 2022
A recent request for an appointment resulted in the obtaining of an out of hours appointment, which was great, as this avoided the need to try and ring every morning for an appointment and was at another local practice. This is also a great idea for people who work and struggle to ring every day and attend during working hours. The appointment was the same evening.
Visited October 2022
Peel House Medical Practice has not yet replied.
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Review titled Telephones lines
Rated 1 star out of 5
by Anonymous - Posted on 01 August 2022
Terrible telephone service. There are 7 options of which to choose from including results and any other inquiries not listed.. non of these telephone lines are staffed and therefore you will be stuck wasting your life in the phones automated system. Please Peel House if you can't get the staff then please update your telephone line to notify people that nobody will ever answer your call.
Visited August 2022
Review titled Peel House Medical Practice
Replied on 02 August 2022
Thank you for taking time to leave a review. I can confirm that all our telephone lines are indeed manned during working hours (8am - 6:30pm, Mon-Fri.) However as a large surgery we can have in excess of 1,000 telephone calls a day, whilst we try to staff our telephone lines to match demand, sometimes queues and waits are unavoidable. We continually monitor performance data and where possible look to redeploy staff or increase numbers. But with any NHS service, resource is limited and we have to balance this against other factors which may directly impact patient care. Where possible we encourage patients to use online services, such as Patient Access to avoid a wait. If the phone lines are busy, callers are given the option to join a virtual queue, where their place is held in the queue but they can hang up and continue with their own business. The phone system will ring them back when they are at the front of the queue. This has proved popular with patients since going live last September. Unfortunately you haven't provided any details so I'm unable to look in to any specific concerns in more detail, but if you wish to make contact with the practice, I'd be more than happy to investigate these further. Kind regards Craig Lee Practice Operations Director