Barnby Gate Surgery - Ratings and reviews
Reviews
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Review titled Invalid email address
Rated 3 stars out of 5
by Denise - Posted on 25 July 2023
I recently wrote a review stating the unacceptable way I had been treated by the receptionists at the surgery regarding a booked appointment. I was sent an email apologising for this and an email address which I was to use to provide further information so the surgery could investigate what went wrong. This email link was invalid, and my email was returned to me! I feel that I've been kicked twice.
Visited July 2023
Review titled Barnby Gate Surgery
Replied on 26 July 2023
Hi Denise I am so sorry for the typo in the original response, please email us on: nshccg.c84009@nhs.net
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Review titled Reception
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2023
Mum went to surgery to get Hol vacination,only to be told By a rude receptionist, that she can’t be vaccinated until 6 weeks,mum did explain she leaves in august and it would be enough time,receptionist did not listen,,mum panicked and went to boots,paid for vacination with money that she had to borrow,,,
Visited July 2023
Review titled Barnby Gate Surgery
Replied on 20 July 2023
I am sorry you have had this experience and that your Mum felt our receptionist was rude. We do need 6 weeks notice to do vaccinations as we need to check the medical record to understand current vaccination status, check what is recommended by the NHS for the travel destination and ensure we have the vaccines in stock and a nurse appointment available. Our website does say to make sure you book well in advance but we will update this to state 6 weeks.
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Review titled Highly disappointed
Rated 2 stars out of 5
by Chris - Posted on 05 July 2023
This is not re a general practitioner, It relates to my experience in trying to speak to a GP or medic or the surgery pharmacist. I was prescribed Naproxin approx 3 weeks ago for arthritis symptoms, taking 500mg twice daily. This certainly helped. However, for the past 2 or 3 nights I have suffered confusion, extreme tiredness prone to falls and unable to sleep. Being very concerned,I phoned the surgery this morning at 9am, when I got through the receptionist could not hear me and promptly cut me off. I then phoned again only to be cut off after waiting for 1 hour! Amazing system. I decided to visit the surgery later around 2.15pm and spoke to a Care Navigator, explained my situation and she was sympathetic and said there was no one available to speak to today. But I could phone in the morning again or get there for 8.30am tomorrow to book a tel call, I explained the mornings were a very difficult time for me due to pain from arthritis. I stressed that both myself and my husband were very worried about the effects of Naproxin is having after taking 2nd daily dose at 9pm and felt that this was urgent. The only other appt, I believe a telephone appt, was on 18th July. I am loath to stop this medication suddenly prior to medical advice and of course I really need pain relief. I understand times are very difficult, but they are for your patients too, who really need your medical support, advice, understanding and just some time.......please. Thank you.
Visited June 2023
Review titled Barnby Gate Surgery
Replied on 07 July 2023
Dear Chris I am very sorry you have had a difficult time getting the care your husband needed and thank you for raising it. I am not sure when the situation arose, but we changed our appointment system on 26th of June and now no longer ask patients to call back the next day. We have a lot more pre-bookable appointments available which patients can book online, by phone or in the surgery. As a result of the changes we are finding a lot of patients are now choosing to book online which means we have seen a significant reduction in phone calls which is making it easier for patients who don't have online access to contact us by phone. We have also aligned the number of appointments we have for patients who need to be seen the same day to the expected demand so it easier for you to see a clinician that day if your need is urgent. I hope you have managed to get the help you need and that next time you contact the practice you have a better experience as a result of these changes.
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Review titled Good/ Practice Move
Rated 4 stars out of 5
by S McCarthy - Posted on 31 May 2023
Generally, we are fortunate to have experienced doctors and staff who try hard to meet demands whilst having increasing workloads and expectations. The move to better premises (along with the Fountain practice) can only be beneficial to all. My one suggestion is that this is an opportunity to update and change the telephone recorded message system. The electronic 'voices' need to be listened to in order to know why this would be a good thing to change. Best wishes
Visited May 2023
Review titled Barnby Gate Surgery
Replied on 05 June 2023
Thank you for your positive comments, we are also looking forward to moving where we will have more space which will enable us to provide more services for patients. We will soon be changing our appointment system to having more pre-bookable appointments and as part of this we will be reviewing all our telephone messages, so they will change before the end of June.
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Review titled Unacceptable treatment
Rated 3 stars out of 5
by Denise - Posted on 17 July 2023
I phoned up for an appointment and was offered one with the practice nurse who can also prescribe. I declined this and was then given a face to face appointment with a doctor. After waiting for quite some time at the surgery, I enquired re the delay at reception. I was then informed that I no longer had my pre-booked appointment with the doctor, and would have to see the nurse instead. When I complained, the receptionist said 'the nurse can do everything that a doctor can do'! However, the nurse wasn't trained to do the examination needed, so I had to book another appointment. I am so angry at the way that I was treated!
Visited April 2023
Review titled Barnby Gate Surgery
Replied on 20 July 2023
Dear Denise I am sorry that you had this experience, I would like to look at it in more detail so if you would like to contact us with your full name and date of appointment I can find out what went wrong. Please email us on nhsccg.c84009@nhs.net
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Review titled Excellent treatment but hard to get a meeting
Rated 5 stars out of 5
by Anonymous - Posted on 29 April 2023
I have been a patient here for 40 years, and have found this a superb practice, with caring and helpful doctors. But over the past half a dozen years the ability to get an appointment has descended to zero. I now call in personally, smile at the receptionist and get a time to see a doctor. On the phone? Forget it.
Visited March 2023
Review titled Barnby Gate Surgery
Replied on 15 May 2023
Dear patient Thank you for your comments, we are really pleased that overall you are happy with the care we give. We recognise that the way we manage our appointments at the moment is not helpful for patients so we are planning some changes which we hope to implement in June 2023. We will keep patients informed of these changes on our website so do please keep an eye on it over the coming weeks. Kate Hunter Business Manager
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Review titled Apalling reception.
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2023
Enterering reception to hand in requested items I was pleased to see no queue and was able to walk straight up to a receptionist. Excellent so far. However, did I receive a kind, understanding and helpful reception? No. The attitude of the receptionist can only be described as rude, officious and confrontational. The receptionist seemed irritated by my presence from the start and was was unable to listen carefully to my requests and understand my reasons. I was also requested, by letter, to book an appointment . However, when asked, the receptionist said this could not be done and that the pharmacist would contact me. [Despite the letter asking me to contct the pharmacist]. At this point I gave up, said thank you, and left. Please do not try to excuse this to being overworked etc. This was approx 09.15 in the morning. A virtually empty reception area and no queues. The practice says "we should be kind and understanding to each other" . What this means needs to be explained to at least one of the reception staff
Visited February 2023
Review titled Barnby Gate Surgery
Replied on 28 March 2023
Please accept my apology for the delay in replying, I have recently started at the Practice and am reviewing previous comments. I am sorry you felt the receptionist was rude and unhelpful, this is not what we would expect. All our reception team do regular customer care updates and we expect them to be polite and helpful to all our patients. we will also look at our letters to ensure they are clear about whether we expect the patient to contact us, or to wait for us to contact them. While comments on here help us with our overall understanding of what the practice is doing well and not so well, we always welcome offline feedback, either in person or by letter where we are more able to understand the circumstances and speak to the staff members involved.
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Review titled Poor Communication
Rated 2 stars out of 5
by Anonymous - Posted on 31 January 2023
To cut corners, they'll send unexpected random text messages asking you to collect a prescription you weren't expecting with no explanation about why you suddenly need some tablets. This can be very anxiety inducing - is it serious or minor, what am I suffering from to warrant new medication? Another text received today asking me to take my blood pressure am and pm for a week (I don't have a blood pressure monitor) - why? To see if I'm eligible for a certain medication? Were my previous levels high and you want to monitor? I have no idea because they didn't provide any context whatsoever. This doesn't save them time, as it results in us patients having to call them to get more context anyway. If the communications were clearer, they would be providing better patient care and reducing patient anxiety. They shouldn't be so casual about peoples health. Texts are convenient, only when they contain all the relevant information.
Visited January 2023
Review titled Barnby Gate Surgery
Replied on 28 March 2023
Please accept my apology for the delay in replying, I have recently started at the Practice and am reviewing previous comments. I am sorry you received text messages which you didn't understand. This is an area where we can improve, we will review all standard texts sent to patients to ensure that: 1. it is appropriate information to communicate by text 2. the text contains enough information for the patient to understand what we are telling them and asking them to do. We will also look at whether we might be able to add a dedicated number or email address for the patient to contact us if they are uncertain what the text means. Thank you for your helpful feedback.
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Review titled I am failed again!!!
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
I called the surgery exactly 0830 in the morning. As usual waiting on the line for hours and answer was if it is urgent go to urgent care. I do not understand this GP (family doctor) concept. This Surgery is still accepting new patients how can they do this with out serving the the currently registered patients? I am clue less and very un happy.
Visited December 2022
Review titled Barnby Gate Surgery
Replied on 20 December 2022
Dear patient - you may be aware of the huge pressure we are currently under - not only do we have the usual increase in demand due to 'Winter Pressure' but the surge in poorly children has had a huge impact over the last week. All teams are working as hard as they can to manage this - dealing with this pressure is not easy. Once we are full, the knock-on effect is difficult for everyone; having to tell patients we have no appointments, as well as the worry for patients that they can't be seen that day. We need to limit the number of patients that will be seen and be honest with them so they know they may need to go elsewhere for advice or treatment and although this isn't always as convenient as attending the surgery or speaking with one of our clinicians on the phone, we need to prioritise clinical care over convenience. We will absolutely always aim to contact anyone that calls with a medical emergency and this is why we ask you to let the receptionist know the reason you would like a call. Patient safety is always our priority and our clinicians are working longer hours and seeing more patients in a day than they now deem safe or are comfortable with. Making decisions about someone's health and treatment takes a great deal of consideration and is exhausting. The demand for our appointments is higher than it has ever been. We are constantly reviewing systems and processes to maximise our efficiency. Please can we ask that we are all kind to each other and understand that we are all doing everything we can to see as many patients as possible. Good decisions can not be made by exhausted team members. We thank you for being understanding during this unprecedented demand. Many thanks for your feedback. Should you require a more personal response please contact our Patient Experience Lead by letter or telephone.
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Review titled Nightmare to book appointments
Rated 1 star out of 5
by Anonymous - Posted on 01 November 2022
Getting minor illnesses in the family is our nightmare at the moment. Getting a regular appointment in this surgery is like winning a lottery. I called surgery on Monday for a regular appointment and told that my GP is not working that day ask me to call on Tuesday. Called on Tuesday morning and told me that fully booked ask me to call on Wednesday morning 830and so On. I only need a telephone appointment. How could I recommend this surgery to others? They’ve have tendency to push patients to hospital or boots etc. They even told my wife to go to boots to do a urine test
Visited October 2022
Review titled Barnby Gate Surgery
Replied on 02 November 2022
Dear patient, thank you for your feedback. I am very sorry you have been unable to get an appointment. You can see any GP or ANP at the surgery, you do not have to stick to one person, we realise that you may prefer to do so. The GPs work very long hours and after a certain amount of patient contacts it becomes unsafe to consult with any more. Telephone consultations take just as much time and medical knowledge as a face to face appointment. When we are full we do signpost patients to urgent care and certainly local pharmacists as they can often help with minor ailments and medication. We are aware that we are not meeting demand and that we are unable to at the current time. We are trying to recruit more Clinical staff (GPs, paramedics and Pharmacists) but it is national policy to signpost appropriate patients to the Pharmacy or other services where possible. We do appreciate you taking the time to comment and will share with the team for any learning points.