Spring Hall Group Practice - Ratings and reviews
Reviews
-
Review titled Frustrating dealing with this !
Rated 1 star out of 5
by Rosie in disbelief - Posted on 05 April 2024
Denied a call back to discuss blood results taken 2 weeks ago. Was told I’d be called with the results by the phlebotomist in 1 week. When asking for appointment told by receptionist that my results were ‘satisfactory’. Satisfactory for whom? I could not make a informed decision or make life style choices for my health with a ‘satisfactory’ I enquired further and was told to come to the practice to fill out a form (only time they want to see you in person it seems. Do that I could access another (!) part of their system to get blood results. I’m already on patch’s but that’s no good for getting results (what is it good for? ) So I attend and bring my passport (just in case wasn’t told to do so by the receptionist this morning) and sure enough I needed my passport. Let me remind you I’m wanting my blood results and I’m not attending in person with a valid ID. It turns out I’m already on the systemonline but just need a valid email address which I pass on to the receptionist along with my passport. I’m still just wanting my blood test results. So I’m sent a link to verify my phone number which I do. I’m told they can’t give me most blood test results but I ask for my pre diabetic one which is in the pre diabetic range! What is the point of doing a test if you refuse to advise patients based on the results. In my view this is unsafe practice. What were they waiting for? When we’re they going to tell me? Should I have to go through this amount of stress to get to my information on multiple systems. I’ve applied for the nhs app but that could take a few weeks to set up I’m told. All found very poor practice. The results today were very ‘unsatisfactory’
Visited April 2024
Review titled Spring Hall Group Practice
Replied on 10 April 2024
I am sorry that you were unhappy with your recent experience at the practice. I would just like to try to respond to a few of your points raised. The phlebotomist should have advised that your result should be back in one week and if there are any issue you will be called, we do not routinely call all normal or satisfactory blood results. The reception staff are trained to relay messages added to the system by the clinician who has received and reviewed your blood results, you were invited to complete the online access form which will them enable you to review all your bloods test previous and future. All of our appointments are now open for the patient to choose if they would like to be seen face to face or have a telephone appointment. Request for full online access do require photo ID for your security and I will remind reception that they should always advise a patient of this requirement. the surgery them have 28 days to review your request and action it. As I have responded to your other review please contact the secretaries so I can review your access request
-
Review titled Dr feedback
Rated 3 stars out of 5
by Victoria - Posted on 02 April 2024
I would like to say Dr loh is a very nice doctor he is kind and listens to you and keeps you updated on your test results I appreciate everything he is doing to help me with my health.
Visited April 2024
Spring Hall Group Practice has not yet replied.
-
Review titled Still no access code sent
Rated 1 star out of 5
by Rosie in frustration - Posted on 06 April 2024
So me going into the practice to sign up for system online was a total waste of time. I haven’t been sent any details in how to access my account despite giving the reception my email address as requested and the completed form and my passport! What on earth is happening to patient care. It appears non existent. Why don’t the practice train people who are able to discuss results and stop treating patients like fools! We do our own research. Stop putting your receptionists In positions where they have more rights than the actual patient to their own medical information. Train them up.
Visited April 2024
Review titled Spring Hall Group Practice
Replied on 10 April 2024
I am sorry that you have had this experience, unfortunately I am unable to review this further as I only have your first name please contact admin on wyicb-cal.secretariesspringhallsurgery@nhs.net with your details and request I will contact you to review this further and sort any issues directly.
-
Review titled Efficient and professional receptionists
Rated 5 stars out of 5
by Mary McFadzean - Posted on 07 March 2024
This practice have had to make considerable changes to the way they operate on account of limited resources, including medical / nursing staff . It is to their credit that they are turning themselves around and trying very hard to provide an excellent service which is all the more important at the first port of call .. reception . Since the merger these girls have worked tirelessly to consider patient needs, provide support and guidance and have made a genuine effort to lift the standards of the practice against some very difficult obstacles. The job of reception is stressful and often over- looked when praise is due . It takes a degree of courage, following Covid, to manage patient expectations, on a day to day basis and to work towards the best outcome, each and every time there is an interaction, with us, as patients . But they do just that. We would all do well to remember this . Today reception helped me secure a face to face appointment after I did but get the advice I required from the telephone consultation . They could not have been more apologetic and understanding . Excellent service .
Visited March 2024
Review titled Spring Hall Group Practice
Replied on 07 March 2024
We really appreciate you taking the time to post this review. All comments are discussed across all of the teams. It means a great deal to the practice to hear that our efforts are being appreciated
-
Review titled Thank you forever for saving my life
Rated 5 stars out of 5
by Nettie Noo - Posted on 24 March 2024
Springhall Surgery, together with my wonderful husband who force me to make and appointment, when I just wanted to stay in bed, saved my life on 11 March ‘24. I was diagnosed in less that a second, in the eyes of the 2 paramedics working out of Springhall Surgey (the new sepsis recognition process followed and confirmed they were correct). I will never forget the look of horror when they first saw me heavily supported by my husband, as I walked towards them, that look immediately turned to compassion and diagnose - it was incredible, because at that moment I didn’t care - I just wanted to go home and my husband wouldn’t let me (I wouldn’t have even be able to stand without him). I’m normally fit and well, and I think even the patients realised something was very wrong - the kind lady sitting next to my husband urged him to let reception know that I needed to be seen urgently. Thankfully, I was then called (it turned I was there for my annual blood) test a not my GPs appointment (my fault - I was slightly confused when I took the 2nd telephone call). Since that consultation I was transferred by ambulance to A&E, the HDU, Acute Ward & Respiratory ward, before being discharged to the new Respiratory Virtual Ward (at home) and from there discharged 1 week later with my breathing back under control. I then needed further reassurance from Spring Hall on a couple occasions - and they gave me that reassurance I didn’t. I will be forever grateful to them for saving my life and providing the ongoing support I need. Thank you.
Visited March 2024
Review titled Spring Hall Group Practice
Replied on 10 April 2024
We really appreciate you taking the time to post this review. All comments are discussed across all of the teams. It means a great deal to the practice to hear that our efforts are appreciated and patients are experiencing positive outcomes
-
Review titled Shocking
Rated 1 star out of 5
by Alistair pugh - Posted on 31 January 2024
My wife has been trying to get an appointment for some time, and all they say is no appointments available, they told us to call 111 so we did and 111 said we needed to call back our surgery, so we did and they said we had to do it online, so we did then the receptionist said that because of her symptoms she would have a pharmacist give her a call, and he did and said that she most likely has a fungal chest infection that would not clear up without antibiotics and to call her GP to speak to a doctor, we said that we had tried that several times, so they advised us to call 111. Before Rosegarth joined this terribly run spring hall group, they were an ok surgery, but now we feel that in order to keep our family safe we need to leave and join another practice. I said to the receptionist “does my wife have to die before she can see a doctor” her response was “yes or does seem that way” Join this practice at your own risk
Visited January 2024
Review titled Spring Hall Group Practice
Replied on 05 February 2024
I am very sorry that you had difficulties getting an appointment with the surgery. As I explained to you today, we are a bookable service and once all of our appointments are booked then the surgery will signpost to 111 if urgent or 999 if an emergency. We are unfortunately not an infinite service. Because we have limited appointments, we do insist that our reception staff care navigate every call to the most appropriate service and I am sorry this was not done in this instance. I have discussed the complaint with the reception team manager and this will be picked up on the next training afternoon. I also reviewed the call in question. The receptionist did offer several alternative ways to get an appointment but was unable to offer one that day as they had all been taken. She also checked to see if there were any available in the respiratory hub unfortunately they had also all had been booked for that day. I am sorry that she responded in the manner she did when asked " does my wife need to die to get an appointment". I can understand your frustrations however reception staff can only book the appointment which are available to them. If you would like to discuss this further please feel free to contact me at the surgery
-
Review titled Spring Hall practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 February 2024
Thank you for your excellent service, the only issue we couldn’t resolve a request for summary sheet was unavailable this would have a clearer picture for the benefit agency.
Visited January 2024
Review titled Spring Hall Group Practice
Replied on 28 February 2024
Thank you for taking the time to port this review. I am sorry they were unable to give you a summary sheet when you requested it however if you register for online access you would be able to review this whenever you want. Please ask at reception to organise your access.
-
Review titled Absolute shambles
Rated 1 star out of 5
by Michael Lovelady - Posted on 24 January 2024
No one knows what everyone else is doing at this surgery now, it used to be quite a good surgery but since they have become a 'group' it has steadily gone downhill. I received a text message on the Patch's system informing me I will receive a telephone appointment from a doctor in a week's time to discuss my blood tests, bearing in mind I have been extremely poorly for a good few months. On the day of said phone appointment nothing happened so I rang the surgery asking why, they didn't have a record down of any phone call taking place for myself and the doctor in question was not even in the practice that day, when asked if I could have another doctor contact me I was informed that they hadn't any more telephone appointments available for the rest of the week, so they were full up solid for two and a half days. This is totally unacceptable and a very very poor service.
Visited January 2024
Review titled Spring Hall Group Practice
Replied on 06 February 2024
I am sorry you have had this experience. A clinician will contact you today to discuss your blood results and the issues you have raised.
-
Review titled Poor telephony service
Rated 1 star out of 5
by Janet - Posted on 13 December 2023
Your phone system is a shamble. At 8am today I called First call - 41 minutes and 30 seconds the call was picked up I heard them say hello, when I spoke back they did not hear me and terminated the call (Number 38) Second - call was 51.24 and the same happened again (number 46 Third call – I cut it off as I was number 30 with the intention of just leaving another review Fourth call, thought I was ringing the reception number, no Im in the queue 26 I have already been asked to manually fill in your complaint form, which I thinks is extremely poor service, why could the email and my stinging review be enough. I have not doubt that by the time I get through to person, all appointments will have been taken for the day, so again will have to wait a week to go through this fiasco. However, I am hoping my request to move to a more competent surgery is accepted
Visited December 2023
Review titled Spring Hall Group Practice
Replied on 18 February 2024
I am sorry that you have had this experience and can assure you we are doing all we can to improve this service. We are in the process of commissioning a new telephone system across the surgeries and this will enable the called to request a call back if you are a high number in the queue without losing your place. This should be in place by April 2024. I am sorry you had such long wait times on the phones, we have employed more staff to try to cope with the vast amount of calls we receive however we did experience a large amount of sick leave over the winter months, as I am sure other services have too. I hope that in future the services we provide will continue to improve and you will find the service more user friendly. As stated in previous responses we are not a finite service although we do our utmost to ensure the appointments we have are utilised for problems which cannot be dealt with by other services. To do this our reception staff are trained to use software which enables them to correctly signpost patients to the most suitable service for their problem, this is not always the GP. If you would like to discuss this further of here about other changes and improvements we have made over the last few months, please come along to one of our Patient Participation groups being held over the next month and advertised on our website.
-
Review titled used to be a great practice
Rated 1 star out of 5
by Daphne Clegg - Posted on 06 November 2023
Too many practices why take on more when you cant cope with the one you have, I went into hospital on the 18th October came out on the 21st was told to book an appointment with the doctor for my staples removal on the 1st of November which I did I got an infection managed to get through after umpteen times trying to get through sent district nurse that was the first and last time I had any help from this practice visit, what happened to aftercare rang up on the 3rd and was told by reception I would have to go to A&E disgusting as they shouldnt be having to do GPs job they have enough to do. I dont go to doctors unless really essential, I am thinking of trying to find a doctor who thinks of their patients, not money
Visited October 2023
Review titled Spring Hall Group Practice
Replied on 09 November 2023
I am sorry that you are unhappy with the services provided by spring Hall Group Practice. I have reviewed your records and note that you were spoken to by a GP on the 25th of October and seen by the surgeries Acute visiting service on the same day, and a prescription was arranged. On the 30th you were seen by the DN team to review your wound. An appointment was arranged for the staples removing on the 1st of November at the surgery however, it is noted that you did not attend this appointment, and had not cancelled it. During the month of September, we had a total of 747 appointments not attended and not cancelled. This has a huge impact on the appointments system and is why we ask all patients to cancel any appointment you are unable to attend. I am sorry you were advised to attend A&E for your staples removing however we have a limited number of appointments available on each day. If you would like to discuss this further, please contact via the secretaries’ email address wyicb-cal.secretariesspringhallsurgery@nhs.net