Berrycroft Community Health Centre - Ratings and reviews
Reviews
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Review titled Worst practice ever
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2022
I tried to get an appointment for my 7 years old boy who is really poorly 2 days in a row. Called at 08:30 been on a line for 40 mins and been told that there is no appointments left didn't even ask the reason why I am calling, didn't give any advice. Both days just been told to call next day. They should change something at this practice because its getting ridiculous now with appointments. Even when I am trying to get it for my self I never get it. Really disappointed and fed up now with that I dont see any other way just go to A&E all the time and see this surgery really useless.
Visited December 2022
Review titled Berrycroft Community Health Centre
Replied on 15 December 2022
Dear Anonymous Thank you for your feedback. I am sorry to hear that your experience fell short of your expectations. I cannot comment on your individual treatment without further information and investigation. If you still have ongoing issues, please contact the Medical Centre to discuss them privately so that we can help to resolve them. We aim to achieve the best solution for you and understand better the difficulties you have experienced. As I’m sure you are aware, we are under great pressure, however we do have a system for urgent on the day medical problems followed by advice to access the 111-triage system when we have reached capacity. We have appointments set aside for 111 to book patients into when we are at this stage, so that our patients are safe. We did reach capacity at 9.06 on 14th December so the system would have been explained to you by the receptionist and this is the only advice they can give you. Receptionists are not able to give medical advice as they are not qualified to do so. You would have been advised to call 111 so that your 7 year old could be triaged and if 111 decided that he needed to be seen on the day, they would have been able to book him with us the same day. The receptionists are only able to book into available appointments, they would very much like to be able to give our patients an appointment every time they have a request, however this is not possible. I understand that trying to get through on our present telephone system is very frustrating and time consuming and even more so when you finally get through and there are no appointments left. We have now had confirmation that a new telephone system will be put in place in January with options to direct patients which should help with call waiting times. Yours sincerely Christina Moran, Patient Services Manager
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Review titled Worst service
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2022
I contacted GP surgery today to book a telephone appointment for my 6 year old son who was really unwell with Tonsillitis ( he couldn’t even close his mouth or swallow anything including his saliva. It was that bad situation) and an appointment was booked after 30 minutes of call waiting. I called 111 initially and they did the assessment and advised me to contact GP surgery which I did. The receptionist told me that GP surgery was open until 6.30 pm and one of the GPs would ring me. I waited for a call until now ( 7.15 pm). As I haven’t received any calls until now, I am trying to contact 111 again and it’s a long call wait. I don’t think anyone would contact a GP surgery for a time pass. My son has been crying ever since I picked him up from the school because of the pain. I can’t go to A&E and wait there for hours and hours as I have a baby to bring with us . I really wish the merging did not happen. It has been a horrible service since then.
Visited November 2022
Review titled Berrycroft Community Health Centre
Replied on 17 November 2022
Dear Anonymous Thank you for taking the time to provide feedback. We are sorry to hear that your experience has fallen short of your expectations. Unfortunately, without details for your son I cannot investigate what happened. If you wish to contact Berrycroft and give further details, we can investigate this. 111 is a separate service from Berrycroft so I am unable to comment on their waiting times. I am sorry for any pain or distress caused to you and your son and I hope that he has now received the treatment he needed. If you would like to discuss this further, please contact us directly at Berryfields. Yours sincerely Christina Moran, Patient Services Manager 17.11.22
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Review titled Best experience I've ever had...
Rated 5 stars out of 5
by Jago Bolduc - Posted on 31 October 2022
Beginning of August, I got Covid. This turned into Long Covid (now 3 months in). It's the first time in my life I've been struck down by something that didn't go away after a couple days/weeks. Luckily, I spoke to an amazing doctor here. The reason it was amazing, and a standout experience was because they showed true compassion and empathy. They listened, and provided the sort of guidance, reassurance and support I needed. They exemplified everything that a doctor should be. I may never get to speak to them again - and subsequent experiences might not be as good. But at least I know there are great doctors out there who genuinely care about their patients and their profession.
Visited October 2022
Review titled Berrycroft Community Health Centre
Replied on 17 November 2022
Dear Mr Bolduc Thank you very much for your positive and complimentary post! It is much appreciated, especially at this time given the very challenging situation GP Practices find themselves working in. We always attempt to do our absolute best for our patients in every way possible and your comments are very encouraging. I will ensure that the GP and whole team receive your comments. Once again thank you for your support and kind words. Christina Moran, Patient Services Manager
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Review titled Awful!!!!!! Even worse since the surgery merged
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2022
Since the merge - it has really gone downhill!! can't get through on the phone - when you actually get into the Q for over 40 mins you either get cut off or you get to 1st in the Q and it constantly rings and noone picks up!!! website says you get to see a doctor within 48hrs i have been trying to speak to someone 4 days !!! The recorded message needs to be renewed as old information
Visited October 2022
Review titled Berrycroft Community Health Centre
Replied on 17 November 2022
Berrycroft responded 18.10.22 Dear Anonymous Thank you for your feedback. Please accept our apologies for your experience. We have had a huge increase in patient demand on our services and our telephone system is overwhelmed on occasion. Depending on your reason for calling the surgery there are better times to get through than others. If you are calling for test results or with a query, later in the day is a better time to call as the morning is when most callers are calling for an appointment. We advise patients to use our online services as much as possible, as this means you don’t need to come in or call the surgery, however we do understand that some patients may not have easy access to, or are unable to use, the online system or will need to speak to, or see, a clinician. We are currently investigating a new telephony system to try to improve our telephone service to our patients. Our website states that our appointment system aims to offer a consultation with a GP within 48 hours, or a nurse within 24 hours. This consultation is initially by telephone as you may not need to physically see a clinician face to face. Our telephone message is reviewed regularly and is up to date. Yours sincerely Christina Moran, Patient Services Manager
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Review titled Very Happy
Rated 5 stars out of 5
by Anonymous - Posted on 19 October 2022
Phone wait time is always long however i have never struggled for a call back and have always managed to get an appointment. have had no issues getting the info i need. visited the practise twice in the last 2 months, was referred to the hospital without asking and have had two blood tests. very happy.
Visited October 2022
Review titled Berrycroft Community Health Centre
Replied on 25 October 2022
Dear Anonymous Thank you very much for your positive post, which is much appreciated, especially currently when we are very busy dealing with very high demand. We are sorry for the frustration caused by the delays on our telephone system and are looking for a system which can better manage our call volumes. We always attempt to do our very best for our patients in every way possible and your comments are very encouraging. Once again, thank you for your support and kind words. Yours Sincerely Christina Moran, Patient Services Manager
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Review titled Rude and incompetent Staff
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2022
Receptionists have an incredibly short and impatient tone. Spoke very rudely and will not co-operate with my occupational health verifications.
Visited October 2022
Review titled Berrycroft Community Health Centre
Replied on 07 October 2022
Dear Anonymous Thank you for your feedback. I am sorry to hear that your experience fell short of your expectations. I cannot comment on your individual treatment without further information and investigation. If you still have ongoing issues, please contact the Medical Centre to discuss them privately, so that we can help to resolve them. We aim to achieve the best solution for you and understand better the difficulties you have experienced. Yours sincerely C.L.Moran, Patient Services Manager
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Review titled Terrible surgery
Rated 1 star out of 5
by Ettiene - Posted on 21 October 2022
This is now the 4th day we are trying to speak to someone. It is now 08h45 and we cannot even join a queue to speak to someone. You hear the over minute long explanation about thanks for patience etc just to be cut off at the end of it The practice was bad before the merger, but its now even worse Is the practice not interested in helping patients I see some of the previous responses that you should contact the surgery to discuss experiences. Please explain how this is possible if calls are being cut off? How is this practice even still open. The NHS should be ashamed of this and shut the service until they can sort the issues
Visited October 2022
Review titled Berrycroft Community Health Centre
Replied on 25 October 2022
Dear Ettiene Please accept our apologies for your experience and frustration. During and since the pandemic there has been a huge increase in patient demand on our services, a fact I’m sure you are aware of. This has meant an increased volume of telephone calls into the surgery resulting in our telephone system being overwhelmed on occasion, particularly at peak times. Depending on your reason for calling the surgery there are better times to get through than others. If you are calling for test results or with a query, later in the day is a better time to call as the morning is when most callers are calling for an appointment. We are very interested in helping our patients which is one reason we advise patients to use our online services as much as possible, as this means you don’t need to come in or call the surgery, however we do understand that some patients may not have easy access to or be able to use the online system or will need to speak to or see a clinician. We are investigating a new telephony system to try to improve our telephone service to our patients and have recruited new staff who are in training. We always do our very best to provide a helpful, pleasant, and professional service despite these difficulties and we will continue to do so. Yours sincerely Christina Moran, Patient Services Manager
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Review titled Disgusting behaviour
Rated 1 star out of 5
by Pete Dixon - Posted on 29 September 2022
I had to contact the Dr because my daughter couldn't keep her medication down. The receptionist honestly think they are dr and a above the general public when they are only there to answer the telephone. I keep reading don't blame the receptionist but they are solely to blame for every bad review that the practice receives. If the practice wants not to receive negative reviews then I suggest they train there staff with some decency and inform the that they are no better or above any one else. Because the way they treat people is disgusting
Visited September 2022
Review titled Berrycroft Community Health Centre
Replied on 30 September 2022
Dear Mr Dixon Thank you for your feedback. I am sorry that you are not happy with the service that you have received. We are always looking to improve our service; however I can assure you that our reception staff are properly trained and do not “just answer the telephone”. The reception staff perform a very difficult role under stressful conditions and sometimes face a great deal of abuse. I cannot comment on your individual treatment without further investigation. We would welcome you contacting the Practice to discuss this matter. Regards Christina Moran, Patient Services Manager
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Review titled Great practice
Rated 4 stars out of 5
by Anonymous - Posted on 30 August 2022
The doctor I used has been very helpful for me and actually helping me with my problems, takes his time to listen to me whereas the doctors I used to be with wasn't do good couldn't wait to get off the phone whereas the Dr took his time with me. Amazing doctor.
Visited August 2022
Review titled Berrycroft Community Health Centre
Replied on 01 September 2022
Dear Anonymous Thank you very much for your positive feedback which is very welcome in this challenging time for us all in the NHS. We are very happy that you have had such a good experience with our Health Centre. Your comments will be shared with the whole team. Regards Christina Moran, Patient Services Manager
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Review titled Difficulty booking an appointment
Rated 3 stars out of 5
by Andrew Goddard - Posted on 03 August 2022
I received a text (28th July) from the Dr to book a follow up telephone appointment after a recent blood test. I left it till 3rd to give staff time to move in to the new building. I was surprised to see a fairly chaotic scene as the building doesn't appear to be ready. I found the reception and waited for someone to come so I could request my appointment. The lady was quick to tell me "There are no appointments left for today" I explained that It didn't need to be today but that I would like a Mon,Tue or Wed. "We can't make appointments for other dates" I asked when this had changed as I had recently done just that, without an issue. She then told me she could in fact make me a telephone appointment for that day. I asked what time approximately. "I can't give you a time" not even morning or afternoon! I agreed to this but said I couldn't guarantee that I would be able to take the call. I also asked if they could phone my home number as I get poor reception in Berryfields. The Dr phoned around 11am but due to no reception it went straight to voicemail and they didn't phone my house phone as requested. So I went back to make another appointment as asked to on voicemail. A different lady told me there were no further appointments left and that I would have to come back in the morning (not an option I start work at 6 tomorrow morning) I explained that I wanted to make a future appointment which she told me they don't do. I asked when that had become so, as I have made appointments previously with no problem. She said it had always been like that. By now I was starting to get pretty frustrated by both the situation and the condescending way I was being spoken to. I asked how that could be considered as satisfactory as my Dr had asked me to make the appointment. The lady refused to comment or show any empathy or understanding and in fact asked me to leave as I think my voice volume had raised due to my utter frustration at the lack of help and the general "couldn't care less" attitude. I left after saying "How can this situation be OK?" I went home and within 5 minutes received a text about a phone appointment on 8th August am. This was all I was asking for in the first place. Please send your receptionists on a customer service awareness course so they understand how to speak to people properly and show some empathy. I very rarely go to the Dr and I have been paying National Insurance for a very long time. I am entitled to book an appointment and should not have been asked to leave as I was not rude or abusive, just frustrated with the lack of any help or advice whatsoever. Just another patient (customer) wanting (requiring) an appointment! Sorry that's what we do...
Visited August 2022
Review titled Berrycroft Community Health Centre
Replied on 08 September 2022
Replied on 1.9.22 Dear Mr Goddard I’m sorry you had a frustrating experience. This period of time was the week between Berryfields moving into the new building and Meadowcroft also moving in. Unfortunately we had to carry on as normal a service as possible during the move which was very difficult; as you can imagine if you have ever moved house and had to carry on working at the same time. The confusion over the appointment booking could have been because, due to the move, we had to work a different system to our normal one so we were unable to easily book in advance for that week. This was also why the receptionist was unable to give an approximation of morning or afternoon for calls. The receptionist did put a note on your booking for the GP to call your landline as you requested, however it must have been overlooked by the GP. I’m sorry that when you came into the Centre you were spoken to condescendingly. I’m unable to comment on why you were asked to leave as I wasn’t there, however if you were shouting at the receptionist, we do have a zero tolerance for rudeness or abuse and the receptionist may have felt intimidated by your volume, even if it was unintentional. Our receptionists are trained in customer service and should always show empathy and I apologise if this did not happen on this occasion. We are, however, not perfect and are constantly learning and adapting. We always aim to do the best for our patients, and we are sorry if on this occasion we did not achieve this. We are still settling into our new building, with new systems while combining two surgeries with two different ways of working, so please bear with us while we adjust to all working together. Regards Christina Moran, Patient Services Manager