Carn To Coast Health Centres - Homecroft Surgery - Ratings and reviews
Reviews
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Review titled Disappointing service
Rated 3 stars out of 5
by Steve - Posted on 10 February 2024
I contacted the practice on Thursday regarding a chest infection that was not clearing up, I fillled in the online form and was within an hour messaged to say go to the primary care unit at the local hospital which as advertised is actually the minor injuries unit. On entrance it estimated at least 4 hours wait but I stayed went through triage quickly then sat and waited. It soon become apparent that my condition was not high up to be seen and with every person coming into the unit were going to be a higher priority given it’s a minor injury unit. Anyway carried on waiting after about 3 hours I needed to use the toilet made worse by my irritable bowel condition but couldn’t go in case I got called as I had seen others get called once and not again if not there when first called. After 4 and half hours I finally got called in when there was only a couple of other people in the unit because it was closing soon the doctor checked my breathing and gave me a prescription out in 5 minutes!! The doctor said he better off not comment on me being sent to the unit obviously he thought I should not have been put through that length of time for something dealt with in 5 minutes! On the odd occasions I have needed to use the surgery in the last 10 years I have always found it to be really good but on this occasion I was just fobbed off and sent elsewhere is this the standard of care we can expect now we have to put everything online rather than talk to anyone??
Visited February 2024
Review titled Carn To Coast Health Centres - Homecroft Surgery
Replied on 05 March 2024
Dear Steve, Thank you for raising this as it gives us the opportunity to resolve misconceptions. In recognition that GP surgeries in a deprived area like Camborne-Redruth have difficulty in meeting the demand for those wishing to see a GP urgently, the NHS commissioned a ‘Primary Care Centre’ (‘PCC’) as an additional resource for all the local (Kerrier) practices, and serves as a ‘walk-in’ centre (a service which has never been included in the core services provided by GP practices). A ‘walk in’ of this kind is designed precisely to deal with those ‘acute’ matters which can be dealt with in 5 minutes, rather than complex issues, though we cannot always be aware of the waiting times on any given day. Although co-housed with the Minor Injuries Unit at Camborne Redruth Community Hospital, the PCC is run by Cornwall Partnership NHS Foundation Trust. It is not a hospital service but is staffed by GP’s. We try to work closely with the PCC and integrate what we do so as to provide a seamless service for patients. We are conscious that arrangements such as those described above may lead to misunderstandings, especially as our PCC is housed at the community hospital and may be barely distinguishable from the Minor Injuries Unit itself. Because GP surgeries throughout Cornwall are coming up against pressures comparable to those we have experienced locally, the NHS is also increasing the use of ‘overflow hubs’ to prevent GP’s becoming more completely overwhelmed in the face of shortages of staff and other resources. On the same principle we tend to refer patients to the walk-in when our own capacity for the day is exhausted. We do give the option of calling the surgery to give the kind of details you put in the ‘form’ but the fact that most people do use our triage system on-line does make it possible for us to respond with appropriate advice far more quickly than would otherwise be the case. The advice being given to other practices by the Department of Health and NHS England is to adopt these same strategies to cope with increasing demand and an ageing demographic together with a shortage of doctors and other resources. I am sorry if this implies an approach you find unacceptable but, for those of us working at ‘the front line’, it is difficult to envisage a realistic alternative strategy yielding a significant improvement without significant and sustained long-term investment over a period of years. We must ask patients to understand that the current state of the National Health Service is not of our making. If you wish to discuss the issues further, please contact our patient advice and liaison service via c2c.pals@nhs.net or by telephoning the surgery. Yours ever, Stephen Holby Managing Partner Carn to Coast Health Centres
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Review titled New patient
Rated 1 star out of 5
by Gail-lynne Milne - Posted on 27 July 2023
My husband and I registered here in May 2 appointments so far and both very unsatisfactory 1st one nurse did not know I was there for a blood test.. cross that she did not have enough time 2nd one the surgery had not ordered my injection despite my checking twice in advance so wasted journey Nurse said they were part of a big conglomerate.. not sure this means re quality of care
Visited July 2023
Review titled Carn To Coast Health Centres - Homecroft Surgery
Replied on 25 September 2023
Dear Mrs Milne, We apologise for any ‘teething problems’ regarding which meds are kept in stock and are sorry that your initial contacts have left a poor impression. Our patient advice and liaison service ( c2c.pals@nhs.net ) is available to listen to any queries or concerns from patients and to investigate any complaints. We would urge any patients experiencing difficulties to contact us in the first instance so that we may do our best to resolve them. Yours sincerely, PALS Team Carn to Coast Health Centres