Acklam Medical Centre - Ratings and reviews
Reviews
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Review titled Waiting times
Rated 3 stars out of 5
by Kenneth robson - Posted on 11 September 2023
Hi I after doing a econsult to get some advice about feeli g very tired all the time and when resting I find it hard to stay awake I a drive a forklift truck for my job I thought I would get some advice after my econsult I get a message saying I would not get a callback appointment for about three weeks this is absolutely ridiculous what's the point in econsult if you still have to wait nearly three weeks for a callback phoned the surgery to be told that it's not that urgent that's why I had to wait for nearly three weeks I have been with this surgery all my life I feel that this surgery does not care
Visited September 2023
Review titled Acklam Medical Centre
Replied on 12 September 2023
Dear Mr Robson I am extremely sorry that we have not been able to deal with your issue as quickly as you would have liked but unfortunately we have to prioritize patients who are acutely unwell and need immediate medical treatment. The eConsult system does not enable the patient to have priority access as these are assessed on receipt and as yours was an ongoing issue you were given the next available routine appointment. I am very sorry that you think we do not care and I would like to assure that this is definitely not the case. Should your symptoms escalate please call the surgery to discuss this. Again I am very sorry that we have no sooner routine appointments. Kind regards Acklam Medical Centre
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Review titled Reception staff are simply the best
Rated 5 stars out of 5
by Paul Richards - Posted on 19 July 2023
I know a lot of comments give this Practice a low rating but I strongly disagree We all know it is harder to get appointments at any Surgery in the country at the moment but Acklam medical centre are doing a fantastic job. The Reception staff are consistently brilliant. Very helpful, patient , polite and understanding. They work so hard and in every interaction I have had , they have gone above and beyond to help me. You are all amazing. Thank you
Visited July 2023
Review titled Acklam Medical Centre
Replied on 20 July 2023
Dear Mr Richards We are so grateful for your positive comments they really do mean a lot to our staff. I will certainly pass on your feedback to our reception team who unfortunately seem to take the brunt of the negative feedback we receive. We are continually looking at ways in which we can improve our access and we value all our patients and want to continue to provide the best service possible, which can prove challenging with the increasing demand. Thank you again and I am extremely happy that you think we are amazing. Kind regards Acklam Medical Centre
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Review titled ok for me
Rated 4 stars out of 5
by David H - Posted on 26 June 2023
I agree with other reviewers that making contact is often difficult and frustrating. However, I recently used call back rather than wait on the phone and received a call later the same day and attended a face to face the following day. Staff were polite and very helpful and I can't find any fault.
Visited June 2023
Review titled Acklam Medical Centre
Replied on 27 June 2023
Dear David I would sincerely like to thank you on behalf of all the staff at Acklam Medical Centre for you kind review of your experience with us. Our staff work tirelessly to maintain a high quality service sometimes in very difficult circumstances. Your positive comments really do mean a lot to us Thank you very much and we hope to continue to do our best for our patients. Acklam Medical Centre
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Review titled Very Poor Service
Rated 1 star out of 5
by Julie Robinson - Posted on 18 May 2023
Really poor duty of care and the worst GP surgery I have ever encountered. I don't doubt that the clinicians care but the processes and policies are a shocking disgrace, left waiting over 3 weeks for test results despite ringing continually, promised call backs do not materialise, inconsistencies in response to reasons why it took so long. No follow up from discharge from hospital - can it get any worse. The onus is on the patient to remind the surgery what needs to happen and do the follow up and chasing. I changed to this surgery for convenience to my home, not actually seen a doctor in the 3 years or so I have been on the books and really wished I hadn't changed. It is clear that everybody at the surgery is overwhelmed with the workload , they need a visit from the CQC to shake up the management and get resources in place - only then will real care and responsibility come.
Visited May 2023
Review titled Acklam Medical Centre
Replied on 23 May 2023
Dear Mrs Robinson I am extremely sorry that you have been experiencing difficulties obtaining your results. My colleague has tried to contact you a number of times to discuss this issue but unfortunately has been unsuccessful. We will try again this week but if you would like to call us and ask for a member of the management team will be happy to help you. Again please let me apologise for any stress or upset caused by the delay in you obtaining your results. Kind Regards Management Team
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Review titled Avoid at all costs
Rated 1 star out of 5
by David - Posted on 19 May 2023
Virtually impossible to get to see a Dr, ring up at 8am to make appointments as they don't pre book them and seemingly no matter where you are in the queue (i was 5th today) no appointments left. They have a call back system so if the receptionist deems you valuable enough, you might get a call back from the district nurse? who then advises you if you might need to see a Dr and arranges for them to call you back later in the week. The last time I actually got to see a Dr, they didnt even look at the issue i was having and just fobbed me off as quickly as possible without even looking up from their computer screen. This was 2 months ago and im still clearly having the same issue. You ask to see another Dr for a 2nd opinion and apparently only 1 Dr works there. They have zero choice for people who work nights, working 6-6 for me to have a chance at the absolute lottery I need to wait up till 8am to potentially wait in a queue for over an hour sometimes to be told by all powerful receptionist that i need to call back next day at 8am. Even after explaining that I work nights and having to wait up till 9am to be told no appointments left is utterly pathetic. To be honest its no wonder that there's constantly 30+ people in the phone queue (every day at 0801) as the Dr's don't seem to actually help people and are more interested in getting them out as quickly as possible with a prescription that isnt required.
Visited May 2023
Review titled Acklam Medical Centre
Replied on 27 June 2023
Dear David I am extremely sorry that you have not had a positive experience with us and I hope that you will allow us the chance to rectify this somewhat. We have four GPs working at Acklam but it may have been that on that occasion only one of the GPs was working that day? Our call back system on the telephones seems to work extremely well for most of our patients as it enables them to carry on with their day while waiting to connect with the surgery. I understand how frustrating it can be trying to get a convenient appointment for those patients that do work unsociable hours and in that instance we offer to book them into our extended access service on an evening or a weekend appointment if that is more suitable. We do offer pre-bookable appointments for routine issues so I am not entirely sure why this was not offered to you? We also offer same day face to face appointments of appropriate for that day. We have also opened more capacity for patients to complete eConsults which can be found on the home page of our website. The constant queue is purely the demand and unfortunately most GP surgeries are the same at the moment but are trying to maintain a robust system to allow the patients that do need appointments get one. We are doing our best to try and give a vary of options to our patients and I am sorry that you feel you have you have not been dealt with appropriately. Thank you for your feedback and if you wish to discuss anything please contact the surgery and ask to speak with a member of the management team. Kind regards Acklam Medical Centre
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Review titled Can only discuss one ailment
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
My wife works on average 50hrs a week and rarely troubles the Dr. At a visit with the Gp today she was told he could only discuss one ailment per appt. My wife had several things to discuss and was told to make further appts for each issue. So more time off work when she already there sat in front of him. Ridiculous!!
Visited April 2023
Review titled Acklam Medical Centre
Replied on 13 April 2023
Dear Patient I am extremely sorry that your wife coud not discuss all of her healthcare issues in one appointment. I am assumming this was not mentioned at the time of booking the appointment as we would try and extended the appointment should we have the capacity to do so. This is the same for most GP surgeries and I am sure you can appreciate if every patient who had an appointment were to discuss 3 or 4 problems this would mean that the clinician would run extremely late. I do understand the difficulties in gaining an appointment especially at the moment but with prior notice we would always try and accommodate our patients requirements, unfortunately this is not always possible. Thank you for your comments. If you wish to discuss this matter in person please contact the surgery and ask for a member of the management team who will be happy to help you. Acklam Medical Centre
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Review titled Unsatisfactory
Rated 3 stars out of 5
by Anonymous - Posted on 18 April 2023
After been given sone medication to try to see if it helped with my problem I was told to try them for two weeks and yet still waiting to be contacted four weeks later I have tried many times to get intouch with the surgery sometimes on the phone for over 45min as I work i am not aloud to have my phone on as I drive a flt so it is a distraction so a call back is no good when ever you do finally get an answer and ask to see a doctor you end up with a nurse not what I asked for you are made to feel as if you are a pest for trying to see a doctor and made to feel like you are waisting there time I suffer from mental health problems so just trying to see a Dr makes me more stressed and feel worthless I've not put name on this I feel ascthis is just a waist of time you can't even use the econsult as it's been turned off pointless
Visited March 2023
Review titled Acklam Medical Centre
Replied on 20 July 2023
Dear Anonymous I am very sorry that you have been having difficulty accessing our services. Unfortunately we operate a telephone triage system and this would that you would need a telephone call from a clinician at any point throughout our working day (8-6) We do offer pre-bookable appointments, a few of these are in a face to face capacity and we have our eConsult system but sadly in most cases you would need a call back. We can offer you an appointment in the extended access service and these are on an evening or a weekend helping people who work. Thank you for your comments and again we are sorry that you feel we cannot accommodate your needs
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Review titled Outstanding service
Rated 5 stars out of 5
by Natalie - Posted on 10 March 2023
We have had a fantastic service from every member of staff that we have encountered since joining the surgery. The ability to hold you position in the queue and be called back is great, also being told your position in the queue when phoning at less busy times is really helpful! The receptionist have always been efficient in dealing with my phone call and also very caring and helpful when I have had to call back to change any prescription. We have had to visit the surgery quite a few times since our son started nursery and he has always recieved the highest standard of care. Our concerns have always been listened to and during the height of the Strep A outbreak the drs were so diligent in checking everything and also explaining everything they were checking and what to look out for when our son had a viral bug at the time. A recent appointment for booster vaccinations even passed without an issue due to the nurse's calming and friendly nature. We would not hesitate to recommend the surgery. Thank you from a very happy family of patients!
Visited March 2023
Review titled Acklam Medical Centre
Replied on 15 March 2023
Hello Natalie I would like to thank you on behalf of everyone from Acklam Medcal Centre. Your lovely positive comments mean a great deal to all our staff who work tirelessly to try an meet the ever increasing demands with the NHS. We very rarely hear the nicer comments/reviews regarding the treatment of our patients of which I am sure there are many. So when patients do take the time to tell us how satisfied they are with the service they have had at Acklam it really goes along way and gives all the staff a much needed moral boost. Thank you again
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Review titled Waiting time on phone
Rated 2 stars out of 5
by Ken robson - Posted on 01 March 2023
Disgusted at the length of time I was waiting on the phone this morning to try and get an appointment for my husband 2hrs 3 mins then when I got to position 1 I got cut off after being told there was no one available to take my call can't believe how long it takes to try and get a doctors app will they ever get back to normal
Visited March 2023
Review titled Acklam Medical Centre
Replied on 02 March 2023
Thank you for your comments, I am extremely sorry that you have had difficulty in contacting the surgery. We do offer a 'call back' service on the new telephone system. This enables the patient to keep their place in the queue while not actually waiting on the telephone. When the patients reaches the front of the queue you get an automatic call back, making this much less frustrating for the patient. We have recently employed additional clinicans therefore increasing our capacity of appointments. Thank you again for your comments Ackalm Medical Centre
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Review titled Consult
Rated 3 stars out of 5
by Kenneth robson - Posted on 21 January 2023
Have been trying to get intouch with a doctor but cannot get a callback so tried the econsult which i have been trying all week but it does not seem to be working
Visited January 2023
Review titled Acklam Medical Centre
Replied on 02 March 2023
Dear Mr Robson I am extremely sorry that you have had difficulty getting in touch via our eConsult. These have to be limited to reflect the number of clinicians we have working on that day. These will be increasing however in March as we have additional clinicians starting with us. Thank you for your comments as we are doing our best to try and accommodate our patients in extremely challenging times. Kind regards Acklam Medical Centre