The Hathersage Centre - Ratings and reviews
Reviews
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2022
The receptionist wasn't helpful or understanding, tried to explain I've been trying to book appointments online but had no success, she was focused at looking at my login history to prove me wrong and still wasn't helpful. Ended up calling another provider who booked me an appointment there and then, was professional and didn't try to embarrass me. I wouldn't recommend to anybody.
Visited December 2022
Review titled The Hathersage Centre
Replied on 20 December 2022
I apologise for the difficulty you have encountered in trying to access our services. Patients have access to booking an appointment online twice daily, Monday to Friday, at 08:30 and 12:00. The service is aware that unfortunately it may take a number of attempts before an appointment is obtained due to very high demand for their services. Alternatively, people who do not have online access can ring for an appointment, I apologise that this was not offered to you when you called.
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Review titled Amazing Experience
Rated 5 stars out of 5
by Anonymous - Posted on 28 November 2022
I found booking an appointment very easy, and I arrived a bit early and so I was seen early, I have been lucky since my appointment was early in the morning. The doctor was amazing and very sympathetic, asking me whether I was comfortable with a medical student being present before hand and making it clear there was no pressure to allow the medical student to be there. I was very nervous but the doctor was very kind and reassured me that if I was too uncomfortable that I could say and she would stop immediately, making it very clear my comfort was the priority. Her kindness made a stressful and frightening experience manageable.
Visited November 2022
Review titled The Hathersage Centre
Replied on 21 December 2022
Thank you for your positive comments posted on the NHS website regarding the care you received at The Hathersage Centre. It was very kind of you to take the time to write and compliment the staff as it is always good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to read that you felt reassured and was made to feel comfortable throughout your appointment. I can assure you that we have passed on your thoughts to the Head of Nursing who will share your comments with the staff involved. The Patient Experience Team
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Review titled Health staff very good terrible admin
Rated 3 stars out of 5
by Anonymous - Posted on 14 November 2022
The booking system and response to home tests is absolutely awful. I sent a sample in that wasn't tested, no reponse as to why this happened. Then comes the difficult task of speaking to someone. They will not answer the phone for ages and when they donthey absolutely unhelpful. They also shut down at lunch and phones stop working even if their working hours on the site say they are open. When you try to explain the difficulties in booking online they tell you to try 7 to 8 times!!! I have been using this service for years and years and this is the absolute worse it got. This is not covid's fault and I am certain the patient numbers haven't increased this much! It's really the complete lack of concern for the patients that is alarming. Very bad indeed.
Visited November 2022
Review titled The Hathersage Centre
Replied on 01 December 2022
Dear patient We apologise for the difficulties you have experienced when trying to use our booking system and home testing kits. We release slots online Monday to Friday at 8:30am and 12:00pm. We do appreciate however that demand for our services is sometimes greater than our capacity and it can more than one attempt to secure an appointment. For patients who have no online access we advise them to contact their local clinic directly to arrange an appointment. With regard to your home testing kit, if you could contact us via thenorthernISH.enquiries@mft.nhs.uk with your personal details (name, DOB and telephone number) we will be able to investigate what has happened. We have had administration staffing issues over the last few months which has impacted on our ability to answer our phones in an acceptable timeframe. These issues are being addressed and we are hopeful there will be a significant improvement very soon. As a service we are always looking to improve and will use your feedback to support this. Kind regards
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Review titled Decent nurses and staff but hard to get through
Rated 2 stars out of 5
by Anonymous - Posted on 08 July 2022
Honestly, it's the first time I've seen a practice where it's impossible to get through the phone most times or book an appointment. The nurses/staff in person is overall quite friendly and professional but it's the rest of the process (booking, lack of appointment slot availability, and extra long wait (2+ weeks) for getting test results...) that make the experience horrible and one's better off going privately when panicking over an STI scare.
Visited June 2022
Review titled The Hathersage Centre
Replied on 15 July 2022
Thank you for your comments which we welcome as an opportunity to learn, reflect and evaluate our services. I am sorry to hear about your experience when accessing our service. We do acknowledge that often the demand on our services can often outweigh our capacity and are looking at ways that we can provide more appointments going forward. We are pleased that your experience with our nursing staff was so positive.
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Review titled Great Practice.
Rated 5 stars out of 5
by Leah Moss - Posted on 19 May 2022
The online booking system was awful but that’s independent from the practice itself. As soon as I got the telephone consultation I felt respected and listened to. The lady I spoke to was really nice, warm and helpful. Coming in to the practice today to have my implant removed was as safe as positive as the experience could’ve been. I was greeted by friendly receptionists and the lady who did my procedure was experienced, calm, informative and reassuring. She didn’t even just do it and send me on my way, she cared for my well being and had a joke with me afterward. This was my first time here, and I couldn’t have asked for more. Thank you
Visited May 2022
Review titled The Hathersage Centre
Replied on 24 May 2022
Thank you for your comments which we welcome as an opportunity to learn, reflect and evaluate our services. We are very pleased to hear of your largely positive experience following your appointment, which affirms the hard work and commitment of our staff. I am however sorry to hear about your experience using our online booking system. We are aware of issues associated with demand and system overload and are continually looking at ways to improve our access. if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0019.