Carn to Coast Health Centres - Trevithick Surgery - Ratings and reviews
Reviews
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Review titled Terrible practice avoid carn to coast
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
Everything has to be done online via the klinic forms. Half the time the web page is down and you can never get through by phone, just says it's reached its maximum que limit and cuts you off. After waiting a few days for the web page to be working, it was a couple more days after that I got a phone consultation booked for over 5 weeks time. During this time new health issues surfaced and I had to go to hospital. The hospital wrote a letter to the GP outlining the urgent actions to be taken. I did another klinic form as requested ontop of this and have been told I still need to wait for the phone consultation which is now in few weeks time. I have again been in hospital who have written again to the GP and said it is unacceptable to have a telephone consultation In a few weeks. Shockingly bad GP. Myself and immediate and extended family are all now registering with a different GP.
Visited May 2023
Review titled Carn to Coast Health Centres - Trevithick Surgery
Replied on 25 September 2023
Dear patient, We were sorry to hear of your dissatisfaction with our service. Our patient advice and liaison service ( c2c.pals@nhs.net ) is available to listen to any queries or concerns from patients and 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
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Review titled Staff are good, when you finally get to see or speak to them
Rated 3 stars out of 5
by Lost the will to live - Posted on 19 October 2022
Like many this GP surgery’s approach is don’t talk to us, go on line, email etc and we might be able to do something. I’d quite happily book online but there aren’t appointments available. The klinik system the nhs has dragged from the dark ages is poor, you get an appointment in a months time if you’re lucky, but if you can’t make it tough, you can cancel it but you can’t rearrange it. GP services are woefully inadequate across Cornwall. When you do see someone they are very good, but the system needs to change.
Visited October 2022
Review titled Carn to Coast Health Centres - Trevithick Surgery
Replied on 17 November 2022
Dear ‘Lost the will to live’, Thank you for your feedback. We are sorry that you are not happy with our Klinik system. Because surgeries are under such pressure of demand and are so limited in terms of available doctors and nurses whom they can recruit to meet that demand, we need to ensure that we have ways for our GP’s to triage (i.e. review the clinical urgency of) appointment requests rather than simply offering all slots on a first come first served basis in which those in most urgent need may be last in the queue. Klinik (see https://klinikhealthcaresolutions.com/ ) is in fact a very modern system designed to support GP’s in conducting this triage process and it is for that reason that it has been adopted by most surgeries in our area. We acknowledge that this means that those whose needs are not quite so urgent may blame the ‘system’ for the fact that they are given lower priority in terms of when they can be booked for an appointment but, while pressures remain as they are, our emphasis has to be on safety. It is not our intention to discourage patients from talking to us if they need to or if they have problems accessing I.T. . We answer hundreds of patient telephone calls on every working day. However, we can only physically accommodate so many staff to answer calls and therefore we offer internet access both as a convenient means of access for patients with I.T. access and as a way to reduce pressure on lines for those who do not. I hope you find these explanations helpful. Stephen Holby Managing Partner Carn to Coast Health Centres
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Review titled Overcrowded Practice
Rated 1 star out of 5
by Anonymous - Posted on 26 December 2022
This is poor practice as it has become too big to manage all the patients they have taken. It is all about filling in questionnaires online with minimal human contact. If you do not have access to computers you have had it! Massive waits to be seen, if you are lucky enough to actually be seen! I did one of those electronic applications and was told I would get a phone call about six weeks later! That is just not good enough. This was an extreme event but recurred again. Many long waits to be seen. Their Klinik system is clumsy. I never saw my so called case doctor. After ongoing problems my wife and I left! To much use is being made of auxiliary staff to asses and handle cases and I think errors are happening. This is alright for certain things but seems to happen too often. You end up waiting and suffer! Rather join another practice if you can.
Visited April 2022
Review titled Carn to Coast Health Centres - Trevithick Surgery
Replied on 28 December 2022
Dear patient, Thank you for your review, which gives us the opportunity to correct some misconceptions and draw attention to issues of broader public concern as recognized by the House of Commons Committee which outlined them effectively in its recent report: https://publications.parliament.uk/pa/cm5803/cmselect/cmhealth/113/summary.html . You will see that this reflects many of your own comments. In view of the shortages of staff at all levels throughout the NHS, many GP surgeries will appear ‘overcrowded’ and are finding it necessary to suspend new registrations; clearly that is not a sustainable response to issues of capacity. The only solution to this in the longer terms is to train more doctors, nurses etc. and create an environment in which general practice is considered a rewarding place to work rather than stressed and under-staffed. In the meantime, GP practices have needed to adopt tools to help them manage the demand with which they are faced as safely as possible. That is why all the surgeries in our area use systems like our own ‘Klinik’. The purpose of such systems is to gather information while using up as little scarce clinical resource as possible in doing so. Every Klinik submission is reviewed by a GP (not auxiliary staff) with a view to identifying the most appropriate response and to give priority to those with the most clinical need. This means that some patients are seen very quickly but, since we have a limited number of doctors and nurses, some other patients will at times be subject to long waits. We would dearly like to reduce those waits and continually seek to recruit but general practice is under such pressure that it is now difficulty to attract doctors and nurses to work in GP surgeries. Of course no system is perfect. Some patients may prefer a more traditional approach, whereby lines open at 8 a.m. and appointments are booked on a first-come-first-served basis, although such systems may run the risk of disadvantaging the sickest in favour of the quickest. Naturally we encourage patients with computers to complete ‘a Klinik’ on-line but those without access frequently phone in; about 25% of our Klinik submissions are completed on behalf of patients by our staff. Naturally we are sorry that you were dissatisfied with our service and hope that you and your wife will be more content with your new practice. Yours sincerely, Stephen Holby Managing Partner