Balmoral Surgery - Ratings and reviews
Reviews
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Review titled Inaccurate posted opening times
Rated 4 stars out of 5
by Bernard McEwen - Posted on 19 July 2023
NHS Website and notice on surgery door says the practice is open on Wednesdays: 0830 to 1830. Not so today - several people in the car park finding it closed
Visited July 2023
Review titled Balmoral Surgery
Replied on 20 July 2023
Good morning, We are sorry that you visited the practice on an afternoon that we are closed. We close once a month for protected learning time. There is a sign on our door which explains this and has a list of all of the upcoming dates that we will be closed. We also put this information on our website, in our newsletter and on our TV presentation in the waiting room. However, we appreciate that still despite our best efforts, not everyone will have seen this information. We do not chose the dates that we are closed, and they vary between a Wednesday and a Thursday afternoon. Once we are aware of the dates, we do try out best to publicise these dates as best we can. Once again, we are sorry that you were not able to visit the practice yesterday, and we hope that you have now been able to access the practice.
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Review titled Very unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 12 June 2023
I have found a lump under my arm! I emailed the balmoral surgery to see if I could get an appointment, I got an automated reply saying to ring the surgery. When I rang I was told no appointments were available, to ring 111 or go to laocal hospital. This is my registered GP and it it’s not the first time this has happened. I’m worried.
Visited June 2023
Review titled Balmoral Surgery
Replied on 13 June 2023
Dear Patient We are so sorry to read that your experience of booking an appointment during this worrying time for you wasn’t satisfactory. As you have submitted this review anonymously we cannot respond to you directly. Please can we ask that you contact the Practice and ask to speak to one of the management team. We will then call you back so that we can better understand what happened, to learn and improve things where possible and how we can help you to get the appointment you need. In general, as noted on our website, we are experiencing an unprecedented level of vacancies in our clinical team as a result of the national crisis in recruitment of healthcare professionals. We have recently successfully recruited a new salaried GP who will start with us in August so this is a positive step in trying to ensure we can provide more appointments for our patients. We look forward to hearing from you directly in due course. Balmoral Surgery
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Review titled Very caring service
Rated 5 stars out of 5
by Joan - Posted on 21 April 2023
Having recently been discharged from hospital I cannot fault the service I have received from all the staff at Balmoral - from my GP to the receptionists. I have found them all to be thorough, caring and patient. I realise that there can be a problem sometimes getting through on the phone but we are still living in difficult times .
Visited April 2023
Review titled Balmoral Surgery
Replied on 21 April 2023
Dear Joan Thank you very much for taking the time to share this positive feedback. I have passed on your review and the whole team are pleased to know that our service is appreciated. We are constantly working to improve our telephone system to cope with the high volume of calls we are receiving currently and do have other options available eg eConsult where appropriate but we value your understanding. Kind regards, Practice Manager
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Review titled Brilliant practice
Rated 5 stars out of 5
by Tracy s barrow - Posted on 07 April 2023
My daughter went on the e consult regarding her problem and same day got a call from a female doctor. The doctor was amazing and helped her with her problem. The tablets have worked and with suffering for months she now has found medication that has really helped and is working for her
Visited April 2023
Review titled Balmoral Surgery
Replied on 12 April 2023
Dear Ms Barrow We are so pleased to hear that your daughter's experience of our eConsult system was positive and that the GP was able to help her feel better. Thank you very much for sharing this feedback. The whole team do our best to provide a responsive service despite difficult circumstances at present and it is good to know when this works well. Practice Manager
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Review titled New Receptionist
Rated 5 stars out of 5
by Elisabeth Sharp - Posted on 09 March 2023
As a profoundly deaf patient I have to visit the surgery to make appointments, etc as I can't hear on the phone. When I called in this afternoon to book my annual health check, the new receptionist was on the desk alone but was so helpful, even though she hadn't yet learned that particular system. She kept calm and sought advice from the main office before persevering with communication by lip reading and offering to write it down for me. All the receptionists are always helpful but I just wanted to give positive feedback for the newbie!
Visited March 2023
Review titled Balmoral Surgery
Replied on 10 March 2023
Dear Ms Sharp Thank you very much for your positive feedback. It is very much appreciated. All of our team always do their best to support patients and it is really nice to hear that their work has been well received. Kind regards, Lesley, Practice Manager
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Review titled eConsult
Rated 5 stars out of 5
by Anonymous - Posted on 25 November 2022
Used eConsult today to query an SMS text request to book a blood test. Was told reply would be received by close of play in 5 days time, which was fine as query was non urgent. Phone call reply was recieved 25 minutes after my eConsult! Notwithstanding the difficulties of obtaining appointments and long telephone waits that unavoidably dog every practice in the land, Balmoral Surgery continues to provide my family and myself with an excellent service. Thank you.
Visited November 2022
Review titled Balmoral Surgery
Replied on 28 November 2022
Dear Patient We are so pleased to hear that your experience with our econsult service was good. We do always try to respond to econsult submissions as quickly as we are able to.It is very pleasing to receive positive feedback so thank you very much for taking the time to post this review. Balmoral Surgery Team
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Review titled eConsult
Rated 4 stars out of 5
by Lesley - Posted on 22 November 2022
I am really disappointed to see that eConsults can now only be made between 8am and 12pm. As I work full time I found this service extremely useful as it quite often meant I didn’t have to come into the surgery saving everyone time. Unfortunately, my mornings are my busiest time so restricting the time to midday will result in more work for everyone. Why was this changed?
Visited November 2022
Review titled Balmoral Surgery
Replied on 25 November 2022
Dear Lesley I am very sorry to hear that you are disappointed that the eConsult availability has now changed. General Practice is commissioned to provide services to our patients between 0800 - 1830 hours. We offer the number of appointments that can be safely provided by the number of clinicians we have working on any given day. Unfortunately eConsult takes no account of safe levels of working or how many clinicians are available and an unlimited number of contacts can be made by patients and received by us. In order to ensure the number of eConsults being received is manageable we have had to decrease the times of availability. I am sorry that 0800 - 1200 isn't convenient for you but you can contact us via reception in person or on the telephone between 0800 - 1830. There is an out of hours service via 111 which is commissioned to provide a service to patients outside of General Practice contracted hours. We are currently being affected by the national shortage of GPs and are carrying a vacancy. If and when we are able to recruit a new clinician to our team, we will review the hours of availability of eConsult. Yours sincerely Balmoral Surgery team
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Review titled Excellent Service
Rated 5 stars out of 5
by Anonymous - Posted on 12 July 2022
I contacted the surgery as I needed an appointment for my five year old who was unwell. I got through straight away on the phone and was offered a face to face appointment with a GP in the first instance that morning. The Doctor was great with my son who was initially scared about seeing a doctor; putting him at ease, making converation with him, and making the consultation fun! Excellent service all round!
Visited July 2022
Review titled Balmoral Surgery
Replied on 13 July 2022
Dear Patient We are very pleased to hear that you experienced good service from our Practice, got the appointment your son needed and that he was put at ease. Thank you very much for sharing this. Kind regards, Practice Manager.