The Hive Health Centre - Ratings and reviews
Reviews
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Review titled Extremely poor gp surgery and service
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2024
I have been pushed around for three days in a roll trying to get an appointment to a gp. I was told no appointments were available on all occasions after ringing the surgery from 8am as advised and staying on the line for nearly an hour to speak to a receptionist. I finally manage to get an appointment through with 111 service (bearing in mind the surgery told me there were no appointments left at all whatsoever) and was told someone will ring me to speak to me before the go closes. I waiting all day for a call but to no avail. I even called the gp closer to their closing time and was reassured someone will ring me before the surgery closes because I’m on the list. I have been left with no phone call, text or even a voicemail. Such a disappointing and stressful experience to have gone through especially being pregnant.
Visited January 2024
Review titled The Hive Health Centre
Replied on 14 February 2024
I apologise to hear you have had an unfortunate time with the surgery. We accept all kinds of feedback whether if this is positive or negative as we always want to improve our services. On reading your review I would like to clarify a few things and hopefully be able to resolve your issues. Telephone lines - As your can imagine we are extremely busy especially in the mornings due to the 08:00 rush and we do try and answer every phone call within a suitable time frame however, due to the demand on Primary Care services this is isn't always possible. We have developed our telephone lines to include call waiting queing system, also the use of a call back function, we have a call board to monitor the numbers and ensure staffing levels are in place. If you could email me directly luke.bollington@nhs.net with your name, date of birth and telephone number then I will look into the call history to see why you were waiting for almost an hour for a member of the support team to answer the phone as this is very unusual as our call statics show that our average waiting time in the queue this month was 3 minutes and 48 seconds. Appointments- The 111 slot you are referring to is a blocked slot we are unable to book into at practice level, these appointments can only be accessed through 111 agents, which is in our NHS contract to provide these however, this does restrict our ability to book patients in directly and therefore is behold our control at practice level. I hope I have managed to explain some of the issues but if you would like me to discuss in more detail then please do not hesitate to contact me by emailing me thehive@nhs.net and mark the attention for Luke and then I will be more than happy to dive into these issues further.