St Austell Health Group - Ratings and reviews
Reviews
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Review titled Overloaded Robots resulting in mistakes
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2024
The new model of St Austell Healthcare doesn't work, the system is completely overloaded and has resulted in a robotic service where everyone is just filling in online forms, nearly everything results in a 10 day callback but during that time the case is often closed without the patent being informed which results in another 10 day callback. Sputum samples are destroyed for patients with infections (no call to check before destroying), when the information comes back from the lab with an infection it just gets marked as routine you really need to keep an eye on the Airmid app and keep putting tickets in highlighting the results to protect your health. Backwards and forwards with camhs because doctor won't prescribe items requested by camhs Speaking to other healthcare professionals they ask what's your surgery, St Austell Healthcare, the usual grown from both the patient and the profession ensues. I realise the doctors are completely overloaded but someone needs to realise that this robot model doesn't work as too many mistakes are being made.
Visited March 2024
Review titled St Austell Health Group
Replied on 02 April 2024
Dear Anonymous, Thank you for your feedback. We have not changed our model of patient care. We are however working under extreme levels of demand. Therefore we have to prioritise our most sick and vulnerable patients, and provide urgent appointment only to those patients who need to be seen on that day. There may be a delay for routine appointments and enquiries. We do not close cases without contact with the patient. If there is an occasion when this happens, please contact the management team in order to review this. We do encourage patients to take ownership of their health, check their results online, and contact us with any queries. In regards to the CAMHS point made, we would like to point out that when a doctor signs a prescription they take clinical responsibility for that particular medication. In general practice there is sometimes not enough information communicated to the GP to enable that GP to determine whether it is safe to prescribe. Further clarification is then needed from the specialist. This is to ensure safe prescribing. Specialists also do not have the full patient record to look at when recommendations are made, and this necessitates further checks by our GPs in terms of suitability for the medicine, whether it is licensed in a specific age group, any drug interactions with existing medication, and whether there are any monitoring requirements particularly when drugs are initiated. From a prescribing perspective, we do prescribe a lot of medicines under shared care arrangements with specialists and any individual concerns are managed appropriately. We work closely with external organisations and specialist teams in order to minimise risk to patients. We are happy to look at individual concerns, and would encourage you to contact us via our online services. Kind regards, St Austell Healthcare
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Review titled Mental health
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
I called reception to ask to get some medication due to feeling low and struggling to sleep, I had previously been on medication however I stopped whilst pregnant/breast feeding and was told to put my request through online, which I did, 4 weeks ago. I had a follow up messaged saying to expect a call within 10 days, but I was referred to the mental health team during that period and have yet to receive a call. Luckily I am actually in well health, mentally, but if I had needed help, considering I was at a low point in my life for personal reasons, this turn around time is awful. My situation has thankfully improved however I would still like to speak to someone to remain on this path. But 4 weeks and I'm still waiting to speak to someone as per the message I received at the time saying I need to, when I wasn't 100%! It's honestly really quite appalling. People bring themselves to ask for help, regardless of having to swollow their pride, and they get left for over a month, that's this far who knows when or if a call will be made to assist.
Visited January 2024
Review titled St Austell Health Group
Replied on 28 February 2024
Dear Anonymous, Thank you for your feedback. I am sorry to hear that you have been waiting for a call. Please do contact the surgery again if you have been waiting longer than expected for a call, or if your condition worsens during a waiting period. Please also note that the GP surgery does not provide a mental health crisis service. This is provided by the 24/7 NHS crisis line for Cornwall: 0800 038 5300. For more information on what to expect from our mental health service, please visit www.staustellhealthcare.co.uk/mental-health.html I am pleased to hear that things have improved for you, and hope that they continue to do so. Kind regards, St Austell Healthcare
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Review titled Unsatisfactory
Rated 3 stars out of 5
by Anonymous - Posted on 12 December 2023
Results of bone density scan communicated to me by my GP only by text message (no reply system) giving me no opportunity to ask any questions. Also discovered I had never been given results of a previous scan 5 years ago, to which this was a follow up. I am therefore unable to see what changes have occurred, if any. I should have been offered the chance to speak to a GP. I should also be offered the results of my original scan. I'm unable to find these on the practice online system. I'm reduced to asking chat gpt to explain the jargon and stats in my recent results. It is very difficult to contact my real GP as the phone system is generally completely clogged and I get cut off. This has caused me significant anxiety.
Visited December 2023
Review titled St Austell Health Group
Replied on 19 December 2023
Dear Anonymous, I am sorry to hear of the anxiety caused. Please do request a call from your GP if you have questions following a test like this. Our telephone lines can be busy, and the quickest way to contact us is via the online form on our website at www.staustellhealthcare.co.uk. Although you can now see a lot of your medical information on the NHS App, this won't include historical results. You can request a copy of your previous scan results. Please email our medical secretaries at secretaries.sahc@nhs.net for help with this. I hope that this helps. Please do contact the surgery. Kind regards, Anita St Austell Healthcare
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Review titled cant book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2023
Well I have just spent a lovely 30 mins of my time trying to book an appointment online, apparently with what i put on the online forms i have to be booked into see the phyiotheropists service , this is without a consultation from a dr, its not an ongoing ailment, its new.I am getting sick and tired of not being able to walk in or call for an appointment, i cannot remember when the last time I was offered a face to face appointment. St Austell has to be one of the worst practices here in cornwall.
Visited September 2023
Review titled St Austell Health Group
Replied on 03 October 2023
Dear Anonymous, Thank you for your feedback. We have qualified physiotherapists offering a first contact service to patients with musculoskeletal problems. The physiotherapist will diagnose your problem, and refer you for further tests or ongoing physiotherapy if needed. If a face to face appointment is required, you will be offered one. I understand that it is frustrating not to get the appointment that you would like. There is a national shortage of doctors and other clinicians, and appointments are booked based on clinical need. Please note that we are encouraging patients to contact us online, but that the options to call or visit reception in person remain open. I hope that you are happy with our physiotherapy service, following your consultation. Best wishes, Anita St Austell Healthcare
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Review titled Takes too long to approve repeat prescriptions!
Rated 2 stars out of 5
by Anonymous - Posted on 11 April 2023
For some reason the gp has been taking longer and longer to approve my essential monthly repeat prescriptions. You can only put in a request after 21 days, you only get 28 days supply and the gp takes up to 9 days! to approve the same meds needed every month. by the time the chemists who seem to be just as slow get the meds i have been over a week without anything! terrible
Visited April 2023
Review titled St Austell Health Group
Replied on 12 April 2023
Dear Anonymous, Thank you for your feedback. I would recommend contacting our prescribing team directly with any problems. They can be contacted via email at prescribing.sahc@nhs.net. Please use the word "urgent" in the subject header if you are running out of medication, and your email will be prioritised. Some medications need additional monitoring and your request may be sent to your doctor for approval, which can cause delays. Whilst we try to deliver an efficient service, safe prescribing remains the priority. You may wish to talk to your pharmacy about eRepeats or their text message service, as these may improve your experience each month. Please accept our apologies for the delays. Anita St Austell Healthcare
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Review titled Fantastic service
Rated 5 stars out of 5
by Sally P Carter - Posted on 02 December 2022
Within five days, starting 28 Nov 2022 I had three telephone conversations with the reception team, one call back from my GP, an appointment with another doctor, and some tests run by a nurse. In every case I was treated with respect, kindness, efficiency and patience. I wish to compliment every single person I dealt with, especially in these very difficult times. Thank you all for the great work you are doing.
Visited November 2022
Review titled St Austell Health Group
Replied on 20 December 2022
Dear Ms Carter, Thank you for your positive feedback. I will share this with the team. Kind regards, Anita St Austell Healthcare
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Review titled Risking people’s health
Rated 1 star out of 5
by Anonymous - Posted on 21 October 2022
I wish I could change to another Drs surgery but sadly the only way to do this is moving house! Engaged tone all day & then 46 mins to be told no appointments available. The new online contact service does not give relevant options. How can it be so difficult to get medical care?
Visited October 2022
Review titled St Austell Health Group
Replied on 25 October 2022
Dear Anonymous, I am sorry to hear that you are unhappy with the service. It may help if you provide us with feedback as to what options you are looking for on the online contact service? We do triage all requests to ensure that urgent care is provided on the day to those that need it. There may be a wait for a consultation if your issue is not clinically urgent. Kind regards, St Austell Healthcare
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Review titled Extremely disappointing and unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2022
I fully appreciate how stretched and understaffed the NHS are at the moment. However, this post comes after a myriad of issues, telephone calls, online forms and emails. I have been trying to get help with my skin for years, I have found the online system not fit for my purpose, as I'm sure it may help some people but no someone like me who works all week. I am unable to have my phone on loud whilst at work. As the call can come at any time over a period five days, rarely do I manage to pick up the call. Unfortunately, on several occasions of requesting a call via the online system, no call came over the five day period. The difficulty is when you have any degree of complexity, having to reiterate the situation, symptoms (which can change) can amounting to different diagnosis or treatments. I today was spoken so crassly and unprofessionally by a GP I was initially taken back. Then decided it was something I could ignore. I usually place abruptness or sharpness as someone having a bad day. This was not just a bad, this GP had a dispicable attitude, which unfortunately means I've had to raise a complaint. They were rude, insulting towards my profession and even when I burst into tears they did not seen interested.
Visited September 2022
Review titled St Austell Health Group
Replied on 07 October 2022
Dear Anonymous, Thank you for your review. I am sorry to hear that you have been unhappy with our service. All of our GPs have the patient’s best interests at heart, and we apologise for any upset caused. Unfortunately, due to patient confidentiality, I cannot respond to your points in full on a public forum. Generally speaking, if there is a problem in a consultation it can be useful for both parties to reflect upon whether their communications were appropriate. Please note that our online system allows you to list your availability, to ensure that we contact you at a convenient time. Kind regards, St Austell Healthcare
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Review titled Exceptional care provided by nurses.
Rated 5 stars out of 5
by Gloria Brooks - Posted on 11 July 2022
I have my leg wound cleaned and dressed twice weekly. The nurses are very helpful in explaining what they are doing and although the pain is quite bad at times they all do their best to cause as little pain as possible. All the nurses offer exceptional care whilst carrying out their duties.
Visited July 2022
Review titled St Austell Health Group
Replied on 20 July 2022
Dear Gloria, Thank you for your kind words. It is very much appreciated. I will make sure to pass this on to all our wonderful nurses as they will be glad to hear this. Kind regards, Stefan St Austell Healthcare
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Review titled I just want to see a GP!
Rated 1 star out of 5
by Anonymous - Posted on 29 June 2022
Their website says I can make an appointment online, twice I’ve done this and twice I don’t get called? What happened to routine care where you make a GP appointment and you see a GP? I work full time so I can’t wait by my phone for 4-5 days for a telephone call.
Visited June 2022
Review titled St Austell Health Group
Replied on 01 July 2022
Dear anonymous, I am sorry to hear that you are unhappy with our system. All requests are triaged to ensure that the most unwell patients are given priority. Please let us know when you are / are not available and we will try to accommodate this. We will always try to contact you again if you miss a call. We have a new online access system launching on 6th July (on our website www.staustellhealthcare.co.uk), which should make access easier. Kind regards, Anita St Austell Healthcare