Library House Surgery - Ratings and reviews
Reviews
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Review titled Fast service.
Rated 5 stars out of 5
by Cllr. John McAndrew - Posted on 11 March 2024
I phoned the surgery to ask for an appointment due to pain in an ear and loss of hearing. I didn't think it was an emergency but when I spoke to someone in Reception, after seeking advice from a medical colleague, I was given a same-day appointment with an Advanced Nurse Practitioner. Excellent service. The 'phone back', facility is a great improvement.
Visited March 2024
Library House Surgery has not yet replied.
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Review titled Formally excellent
Rated 3 stars out of 5
by Anonymous - Posted on 10 October 2023
All staff encountered have been unfailingly pleasant and helpful and until yesterday, the overall service has been mainly smooth and quick. Suddenly, the site is inaccessible and my login details unrecognised. The courtesy of a simple email to patients, explaining the new procedure and how to uodate details, as well as someone to answer the 'phone, would be appreciated. At 2.30 p.m. on Tuesday, there is the dismissive announcement that the line is closed and an instruction to ring 111 which, in many cases would be highly inappropriate. It's bad enough not being able to make appointments or speak to a doctor, without being blocked from the site all together.
Visited October 2023
Library House Surgery has not yet replied.
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Review titled Service deteriorated. No Dr. appointments in surgery
Rated 1 star out of 5
by GAB - Posted on 05 January 2023
I requested a face to face appointment with a dr and an ecg due to having increased palpitations and swollen fingers. Heart disease is in the family, and I also have kidney disorder and high von willebrand/factor viii. I was advised to ring back at 8am for next day appointment (this has happened before but you can't get through for a long time, and all appointments taken when you do get through). I asked for a future appointment, same response, released at 8am so ring back then. I was told that if I didn't want to wait to see if I was successful in getting an appointment, that I should go to hospital emergency. Hospitals are struggling to cope, so why is this surgery encouraging patients to attend hospital rather than improving their appointment system? No face to face appointments available on the day or even in the future. All patients told to ring surgery at 8am for on the day or newly released future face to face appointments. Its obvious the phone lines will be jammed at 8am on a daily basis with a lot of frustrated patients. Shocking organisation and lack of care.
Visited January 2023
Review titled Library House Surgery
Replied on 25 January 2023
Hi Gab, Thank you for your feedback. I'm sorry to hear you weren't happy with the service we offered. Like many surgeries, we have a range of appointments, pre-bookable and on the day appointments. And like most surgeries those on the day appointments are released in the morning and like most NHS Services we have seen an increase in demand since Covid restrictions have lifted. We endeavour to provide a good service and reach all appointment related targets but I understand it can be frustrating if you feel you can't get an on the day appointment when you need one. Staff would advise patients that if they don't feel they are able to wait for the next appointment that they should contact NHS111 or make use of other suitable services. We do apologise for our current phone system, there are problems with it, which we have been completely open and honest about it. We recognise this is a source of frustration and we have a plan in place to change provider, but it does take a little time. I've recently written an open letter to patients about these changes, which is available via our website, social media or you can collect a copy from our Reception. Kind regards Craig Lee Business Manager
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Review titled Terrible advice
Rated 1 star out of 5
by Laura - Posted on 29 November 2022
My 3 year old has croup and instead of giving us the medicine he needs I was told to get him out of bed each time he coughs and go sit outside in the cold for 10 minutes. Ended up being treated in urgent care. This is now the second time Library House has refused to treat him and he has ended up in hospital the same night
Visited November 2022
Review titled Library House Surgery
Replied on 30 November 2022
Hi Laura, Thank you for taking the time to leave feedback. Clearly having read it I am concerned by it's contents. It's a little unclear if you were refused treatment or if you were seen/spoken to and given poor advice. As a practice we try to ensure that we provide a good level of access and particularly for young and vulnerable patients. If you could contact the surgery so we can discuss it further, or alternatively if you complete a complaints form, which can be downloaded from our website, we could investigate the matter further, including listening to any recorded telephone conversations. Kind regards Craig Lee Business Manager
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Review titled Poor Service
Rated 1 star out of 5
by Peter Wilding - Posted on 27 August 2022
I have been attempting to contact the practice manager but without success. It is virtually impossible to get through to this practice by telephone so I actually visited in person. The receptionist was helpful and tried to get a manager to contact me but again without success. I have a simple issue to resolve for which I need a bit of support but the only way to get a call from a manager is to submit the request in writing and wait!?! Weird, and, yea I’m still waiting. This used to be the primary GP service in Chorley - not now it isn’t.
Visited August 2022
Review titled Library House Surgery
Replied on 30 November 2022
Hi Peter, I'm sorry to hear you are unhappy with the service. I'm relatively new in to the role here at Library House and I'm just catching up on responses via the NHS Choices website. We are of course a very large surgery with over 17,200 patients registered with us. It's not always possible to speak to myself, but I have a very good team of managers and supervisors who may be able to help and sometimes there are people better placed to resolved your query. Reception are right to advise if you have a complaint or issue, that needs my personal attention or that of the partners, the quickest and most efficient way is to follow our official complaints procedures, you can access this via our website or collect a printed copy from main reception. Kind regards Craig Lee Business Manager
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Review titled Terrible - cannot get appointment
Rated 1 star out of 5
by Anonymous - Posted on 28 July 2022
I have recently moved from a previous GP with existing medical issues and investigations needed. My old GP said as I was so close to moving they would ask my new GP to refer me for the investigations. However, I cannot get an appointment at this GP surgery to progress my investigations, they said to call back in a week to see if they have any availability once the diary is extended. That is simply no good since I have had my issues for months. They offered an emergency appointment but I could not do the time they gave due to a work commitment and could not offer me anything else unless I called back later as they had to give the appointments in time order (despite me needing one just 45 minutes later than the one offered)
Visited July 2022
Library House Surgery has not yet replied.
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Review titled Wonderful service
Rated 5 stars out of 5
by Margaret English - Posted on 30 June 2022
I would like to express my thanks and gratitude to all staff at the surgery. The staff are always helpful, respectful, efficient, professional and empathetic. There are no problems with follow up appointments or referrals and repeat prescriptions are attended to within 24hours. I find GPs and nurses show genuine interest in my problem and I never feel an inconvenience to them. Thank you for your wonderful care, I feel privileged to be a client at this surgery.
Visited June 2022
Review titled Library House Surgery
Replied on 25 January 2023
Hi Margaret, I've recently taken over as the new Business Manager and would like to thank you for your positive review. Kind regards Craig Lee Business Manager