Blackburn Rd.Medical Ctr. - Ratings and reviews
Reviews
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Review titled Very helpful
Rated 4 stars out of 5
by Linda Lupton - Posted on 14 November 2022
After messing the reception staff about last week regarding a hearing booking they were absolutely brilliant. The staff were very patient and listened. They passed my details straight to the secretaries who responded with a booking the next working day. Thanks.
Visited November 2022
Review titled Blackburn Rd.Medical Ctr.
Replied on 14 November 2022
Dear Linda Thank you for your feedback. I am very happy to read your positive comments about the team. I will be sure to pass these on to the admin team. Kind Regards Claire Banks Operations Manager
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Review titled Unhelpful reception staff
Rated 2 stars out of 5
by Gillian Armitage - Posted on 17 October 2022
On calling, reception staff gave misleading information, suspected UTI. Was told to take urine sample asked if it had to be in a specimen bottle or could I use a container from home. She said if I had a container thats fine. Got there had to do again. Reception woman looked at me with a foul look on her face and said "well thats no good you need to do it again" sample was like water because thats all I was drinking, Couldn't help feeling she didn't believe me. She said you will get a appointment or medication if they test positive for infection. The way she said that was like she was in control not whats best for the patient. Need to get a customer service coarse for their reception staff.!!!
Visited October 2022
Review titled Blackburn Rd.Medical Ctr.
Replied on 18 October 2022
Dear Mrs Armitage Thank you for your feedback. Please accept my sincere apologies for this. I am glad that we spoke today to discuss this matter and I assure you that this is not the level or patient care you should expect from the surgery. Ongoing training is provided and this feedback will be presented at the session today as we discussed. Please contact me should you need to discuss anything further. Yours Sincerely Claire Banks Operations Manager
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Review titled Just poor levels of care and understanding
Rated 1 star out of 5
by Derrick - Posted on 16 June 2022
I was scheduled to have a telephone appointment at 15:00, the nurse called me slightly earlier at 14:50 but unfortunately I was at work and on the phone talking to a customer. By the time I got to answer the call it rang off but I immediately called back (we're talking seconds). After waiting in the queue for 4 minutes it suddenly disconnected at which point a Voicemail had been left in which the nurse asked me to call her back. I immediately called back and waited over 16 minutes for somebody to answer. When I finally got through I was told they would let the nurse know I'd returned her call. Finally the phone rang around 16:40/16:45 to be told i'd missed my appointment and I would need to book another. I didn't miss it, they called early and I was on hold at 15:00 waiting to speak to her. I was told they would call me back on Thursday, I asked "What Time?" which to me seems like an obvious question. "The afternoon" doesn't seem like an obvious answer. I pushed her for a time to be told, "the Nurse doesn't have slots and calls when she's ready". Excuse me?!?!? I work and part of my job is talking to clients on the phone, I can't tell my boss "sorry i can't use the phone all afternoon as I might miss my appointment again." I then asked who to complain to, to which I was told the only way is to come to the surgery and get a complaint form, you can't even download it or fill out a web form. Is this some wonderful method of trying to reduce complaints? I've been using this and previously the sister one in Birkenshaw for over 30 years and it's just getting worse and worse. Most of my interactions are bad, things like I'm forever having to chase them. i.e. I come in for a test because I have an issue, the test is negative and then nothing happens. I then have to chase them as I feel like they think negative test = patient better. Well, that's not the case, patient still ill, you just haven't found the cause yet. I don't know if they're understaffed or simply don't care anymore but this downward trend is continuing.
Visited June 2022
Review titled Blackburn Rd.Medical Ctr.
Replied on 19 August 2022
Dear Derrick Thank you for your feedback. I am sorry for the poor experience you have had with the practice. Unfortunately, I have tried previously to reply to you, and both times they have not shown on the system, so I apologise for the delay. We experienced issues with the phone system cutting patients off and I am sorry this happened to you. I am sorry if you were given a time for your appointment and that it did not meet your expectations. when a telephone appointment is booked, these are not time specific and could be anytime in that day. You can complain by asking for a call from a manager, via email or on a complaints form. Regarding negative tests, we do not contact every patient with a negative test. If a plan has been put into place with a GP a follow up will be arrange. If your test was negative and no follow up but you are still experiencing issues, you would need to book an appointment to speak with a GP. We take patient care seriously and I hope that moving forward, you experience this. Please do not hesitate to contact one of the management team should you need to in the future. Yours Sincerely Claire Banks Operations Manager
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Review titled Fantastic Service
Rated 5 stars out of 5
by Anonymous - Posted on 03 May 2022
Me and my family have been patients at Blackburn Rd since we moved to the area over 10 years ago. In that time we have had 2 children who have been looked after by the practice midwives, my wife has also been supported by the midwifes pre and post birth. I suffer from asthma so visit the practice quite frequently too for my reviews. I can say that we have never had a bad experience, the staff from the receptionist to the doctors and nurses have always made us feel really comfortable and provided the care and support we need. I am so pleased that we have such a great service on our doorstep.
Visited May 2022
Review titled Blackburn Rd.Medical Ctr.
Replied on 04 May 2022
Thank you very much for taking the time to leave this positive review. The staff work extremely hard to provide the best possible service under challenging circumstances. I am pleased that you are happy with your care. I will ensure that it is passed on to the staff. Regards Nick Gwatkin Manager