Beccles Medical Centre - Ratings and reviews
Reviews
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Review titled Very pleased
Rated 5 stars out of 5
by Anonymous - Posted on 31 May 2023
After two consultations with GPs and a Pharmacist, and following their expert medical and lifestyle advice, I've been able to stop taking all my medicines except for precautionary statins. The nurses have been excellent taking blood samples, the results have been made available quickly and the follow-up advice has been excellent. Thank you to everyone at Beccles Medical Centre.
Visited May 2023
Review titled Beccles Medical Centre
Replied on 23 August 2023
Dear Patient, Thank you for sharing your positive experience with Beccles Medical Centre. We will be sure to share this with our team. Kind regards Maddison Deputy Operations Manager
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Review titled New online system
Rated 1 star out of 5
by Sean - Posted on 05 April 2023
The new online system is useless. I went to make a request to speak to a doctor with regards to an ongoing health issue and it wouldn't let me, so tried looking for a contact bit for reception and there isn't a contact bit for it.
Visited April 2023
Review titled Beccles Medical Centre
Replied on 23 August 2023
Dear Sean, I am really sorry to hear you have had difficulties with our online system. We are always looking for ways we can improve our systems and patient experience. Our IT team have face to face appointments on Wednesday mornings for any patients who are struggling with PATCHS. If you would like to book in for one of these sessions where we can go through the system with you in person please call us. Kind regards Maddison Deputy Operations Manager
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Review titled Difficult to get an appointment, but great when I did
Rated 4 stars out of 5
by John Clements - Posted on 17 April 2023
The Practice has been great at organising/notifying routine Covid/flu etc. vaccinations; annual blood tests and review for a condition. Recently, though, I tried for the first time (at this Practice) to get a one-off appointment for something 'new' (actually a serious worsening of something that's been going on since before I moved to the Practice a couple of years ago), and it was very challenging. The new to me Patchs system was a pain at the best of times, there were no appointments available day after day after day, and then it seemed to seize up entirely, send me round and round in circles without me being able to see whether there were any appointment or request one. So I called into the surgery, anticipating further frustration, but the reception staff were very helpful (I think one person was being trained or guided by another) and pleasant. Soon afterwards I received a questionnaire via Patchs, which was all a bit alienating, and seemed to be based on a misunderstanding of what I had reported because it is not immediately apparent that there are further questions and, more particularly, questions on other topics to follow. By the end of it I could see it might have some relevance, if a bit tangential, but my previous answers might have been different if I had had an overview of the context at the outset. These types of automated systems are presumably introduced to save money, but are no substitute for two-away communication with a live person. Very shortly afterwards I received a notification that an appointment would be arranged (which is just another routine step in the automated system, but a fundamental and positive change from the perspective of the patient, who doesn't know what the system is or what is going on), and then a specific appointment - to my amazement it was on just the next working day. The doctor I saw was really pleasant, knowledgeable and helpful, and to my great surprise an unusually generous amount of time (compared to my experience in a previous GP practice) had been scheduled to explore my complex problem (though we over-ran even that, I'm afraid). I felt listened to and taken seriously (which has not always been my experience elsewhere), and was told I'd be given a further appointment and a referral for treatment/help to address my problem. So, well done and a big thank you to the receptionists and to the doctor. The online systems, though, are an infuriating and frustrating mess, but even if the problems with them are fixed they are an inappropriate approach to the basic task, in my view (though I understand the financial and other pressures that push GP practices down such a route).
Visited April 2023
Review titled Beccles Medical Centre
Replied on 23 August 2023
Dear Mr Clements, Thank you for your thorough and honest review. We are always looking at how we can improve our systems and patient experience. We are aware that not everyone has access to the internet or are able to complete a form online. For these patients our staff are available both over the phone and in person and will submit a form on your behalf if appropriate. The questions within PATCHS are designed to gain as much information as possible so that our team of clinicians triaging the forms can signpost you to the right person first time. If you ever have an issue with our online system, please do not hesitate to contact us. We have a dedicated IT team who are able to meet and support you with any issues you may be having. I am please to hear you had a positive experience at your appointment and will be sure to share this with the team. Kind regards Maddison Deputy Operations Manager
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Review titled Wrong number
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2024
They send my adult daughter's information and appointments to my phone number. We've both asked them not to.
Visited March 2023
Review titled Beccles Medical Centre
Replied on 27 March 2024
Thank you for your message, if you can email yours and your daughters details and phone numbers to our secure email nwicb.becclesmedical@nhs.net I can get the details checked for you. Regards Sam Care Coordination Manager
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Review titled Fantastic!
Rated 5 stars out of 5
by Louise Briggs - Posted on 09 February 2023
Had to call surgery about an urgent matter. The receptionist was amazing and went above and beyond for me and got things resolved quickly. Thankyou bmc
Visited February 2023
Review titled Beccles Medical Centre
Replied on 14 February 2023
Thank you for submitting this kind feedback, this will be shared with the team directly. Kind regards BMC
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Review titled Please sort Patch's, lovely doctors
Rated 3 stars out of 5
by Anonymous - Posted on 20 February 2023
The booking system doesn't work. It breaks my heart, every hour another system full message and the slots have just been opened. I called only to be told by a kind receptionist that they were full. If you are one of the golden ticket people who get an appointment the staff are lovely and very helpful. I was not! Ended up at Paget after 4 days of trying ( please note 2 of these days were the weekend)
Visited February 2023
Review titled Beccles Medical Centre
Replied on 28 February 2023
Thank you for your feedback and I sincerely hope you are feeling better. We are currently working on Patchs and the times when forms are released. The number of forms available is based on clinical capacity so changes daily. Keep an eye on our social media for updates. Many thanks
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Review titled Disgusting
Rated 1 star out of 5
by mrs gemma foster - Posted on 01 February 2023
I don't like to complain but there is something wrong with your system that needs to change and feel I have been treated really badly. After finding a lump and my first trip to the surgery on 5th January 2023. I then had 3 trips to the pharmacy and having to return to the surgery as they hadn't sent my perception. I was also sent for a blood tests on 10th Jan. After a week and not hearing anything I checked my nhs website but nothing was recorded so I left a message on patches requesting my results. A day later i received a text message saying my results were abnormal and a doctor would call me the next day. Obviously very worried and not sleeping I waited by the phone all day but then was at work for the evening so after 5pm and not hearing anything I had to leave my phone and see to clients. Unfortunately missing the call at 7:10pm to which the message said I would have to rearrange my appointment using Patches. Again I requested a call back using Patches and waited. 2 days past and still no response or call back. I decided to call the surgery again myself to be told that my Ca125 levels were high and needed to come in for an appointment that they couldn't get me into till the Monday 30th. After another 4 days of worry and no sleep thinking the worse. I arrived at my appointment to be told that the information was incorrect and that my Ca125 levels were fine!?? Obviously feeling a mix of shock, relief, anger and I was obviously upset. The doctor I saw was amazing and in shock herself, so gave me her time and attention to make sure nothing was missed and is now doing further investigations into my on going condition in hope to finally get my symptoms resolved. I could have hugged her as was so understanding and helpful. With great staff like her this system is letting the doctors down and not helping them in providing care to their patients. In my circumstances the test results were incorrect which is disgusting in its own way but what if it was cancer and a 3 week delay before being contacted with these results. Something needs to be done as this is not acceptable. With thanks
Visited January 2023
Review titled Beccles Medical Centre
Replied on 20 February 2024
Dear Gemma, Thank you for taking time to write your review, I am sorry you had a worrying time whilst waiting for your results. If you would like a meeting to discuss any of your care or treatment please do not hesitate to contact me at the surgery. Samantha - Care Coordination Manager
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Review titled Seen quickly.
Rated 4 stars out of 5
by Anonymous - Posted on 24 January 2023
I completed a patch form yesterday afternoon for my little boy knowing full well that is it wouldn’t be seen until the next day. However my sons condition deteriorated and I needed to call 111, they advise to speak to my doctor’s surgery. Even though the surgery had reached full capacity they still saw my son. We were seen straight away and were given medication. Thank you for seeing my little boy so quickly.
Visited January 2023
Review titled Beccles Medical Centre
Replied on 14 February 2023
Thank you for submitting this feedback, we appreciate your kind words and will share these with the Beccles medical centre team. Kind regards BMC
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Review titled How are they getting this so wrong
Rated 1 star out of 5
by Anonymous - Posted on 11 February 2023
Despite chasing this using the new patches form I am still waiting for the gp to action anything they’ve been asked to on a very important letter from secondary care for my child. The patches form has been ignored. The secondary care letter was sent to them and me December 2022, we are now at the 11th of February. This is unacceptable. However, this is a continuing theme that I have seen the last 12 months. There is no excuse , they employ 110 people. This is seriously unacceptable. There is never anywhere to park. No wonder! This follows complaints that have been ignored about multiple forgotten referrals or issues with referrals they haven’t been sent over to secondary care as instructed by a gp. I’ve had to chase multiple times on many referrals to various different areas of secondary care for me and all members of my family. Long wait for nurse appointments (6 months to get a Smear appointment due to how they only hold clinics or release a few days of appointments at a time) No good when you have to be at a certain place on your cycle let alone that your family have history of cancer and female death before 40. You cannot contact Beccles Medical Centre at all unless you can use patches or be prepared to wait an hour to get through on the phone. They are only releasing patches forms at 7am. 8am. 9am. 1pm. These forms are closed by one minute past the hour. Up to November 2022 they were receiving 500 contact forms a day. It’s now only allowing capacity 140-200. They have reduced the amount of forms they will deal with one day by over 50%. Guidelines stipulate gps have to have capacity per week of 70 appointments per 1000 patients. This is not given as capacity in triage for all manner of appointments let alone following in that many gp appointments! Lack of gps is always being blamed but the fact is there are too many patients on the books and that needs to be reduced. Staff need to manage their time better. Epidemics like in December with strep throat/Scarlet fever need to have fast moving clinics. They say children are prioritised but what about the ohh th we vulnerable members of the community ,with mental health, disabilities and the elderly? They’re not being prioritised at all, our family is a prime example of that not happening. This is not a review of the medical personnel this is about how it’s run, processes and inadequacies. How can it be more efficient if half the patients are being triaged now? How can this modern way of running a survey more be efficient. In the past you ring and get an appointment. Dr had 5 minutes - 10 minutes to assess and treat including writing a prescription. Sorting a referral. I have worked out the most cases that we have submitted as a family since November must have use over 30 minutes of a gp time each and every time so far. Not to mention anyone else in between such as admin staff As a planner whose career is spent making changes to reduce costs & time I’m dumbstruck
Visited January 2023
Review titled Beccles Medical Centre
Replied on 14 February 2023
Thank you for your feedback, I am sorry you are having problems in relations to your referrals. If you would like to contact a Care Coordination Manager at the surgery they would be happy to meet with you to talk through your concerns. Unfortunately the car park is not owned by the Medical Centre and is owned by the hospital so patients who attend the hospital also park there. Our current wait time for smear tests is 2 weeks, we also have added in extra clinics on Saturdays to give more flexibility. The information around the number of forms is not accurate - the old system would not cap forms, whereas this system does, providing a safer triage system for patients. Depending on the day you submit a request, on occasion the forms do fill up quickly, however this morning for example. at 9.30am we still had forms available and our phone queue was a 10 minute wait. We prioritise based on clinical urgency and children and vulnerable patients will always considered. PATCHs is designed in order to put you in direct contact with a clinician who can triage, make appointments or even respond with a prescription with no appointment based on the information you provide. If you would like to discuss any of these issues then please contact us at the surgery.
To report this as unsuitable, please contact the service desk
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Review titled Useless patches website
Rated 1 star out of 5
by Anonymous - Posted on 10 January 2023
I've been trying for 2 weeks to get a appt via patches .forget that. I went on at 7.01am and was fully booked .it opened at 7am .so went up dugery they told me book via patches .I told them not got Internet at home so they filled in a review for me .48 hrs later still no reply from surgery. I give up .
Visited January 2023
Review titled Beccles Medical Centre
Replied on 14 February 2023
Thank you for submitting this feedback. We are sorry to hear you are having difficulties with accessing PATCHS forms, we are always reviewing our systems and how we can adapt to improve our service. We are currently reviewing how we can manage capacity to enable us to release more forms and will be updating patients in the near future of coming changes. Our staff are there to help those patients who genuinely cannot access the internet or are unable to complete a form themselves. All forms are triaged by a clinician, if your request is triaged as non-urgent replies can take up to 3 working days. If you would like to discuss your concerns further, please contact the surgery and ask to speak or meet with one of our Care Coordination Managers. Kind regards BMC