City Walls Medical Centre - Ratings and reviews
Reviews
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Review titled Fustration
Rated 2 stars out of 5
by Anonymous - Posted on 05 January 2024
When I finally get to talk to reception generally very good,but not all as helpful.Today I've spent 2 hours trying to log in a simple !! System patches. I get to the end then it freezes up welcome to patches city walls comes up then nothing.Ive called city walls twice with waiting call is 14 or 12 no thanks. I've discovered I'm not the only one having trouble as many have called city walls who talked them through it if only ,easy things made so difficult .
Visited January 2024
Review titled City Walls Medical Centre
Replied on 06 January 2024
Thank you for taking the time to provide us with your feedback. I'm sorry to hear that you've had a poor experience with Patchs. I can understand how frustrating it can be when things don't work as expected. Please know that we take your feedback very seriously and will be investigating this issue to see if I can discover what may have led to it freezing up. All patients that are unable to use Patchs may continue to contact the Practice by dropping in to reception or giving us a call. You can find more information about our appointment system here: https://www.citywallsmedicalcentre.co.uk/appointment-system-explained/ I also wanted to let you know that we have a callback feature on the phone that can keep your place in the queue and call you back when you reach the front of the queue. This will help save you from waiting on the phone until one of our reception staff are available to take your call. Thank you again for your feedback, and please don't hesitate to reach out if you have any further concerns or questions. Kind regards, Pete Williams Practice Manager
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Review titled Brilliant GP Practice
Rated 5 stars out of 5
by Glenys Murphy - Posted on 02 November 2023
Whenever I ring the surgery I am immediately greeted by a receptionist with a lovely genuine greeting - both practices are great but the Saughall centre is especially good. All GP’s are brilliant working under extreme pressures- when I am booked for an appointment whether it is face 2 face or telephone, it is usually on time give or take 10 minutes. I have never felt rushed or made to feel as though I have wasted anyone’s time and feel lucky that we have such a valuable asset in our village. Excellent patient care from everyone
Visited November 2023
Review titled City Walls Medical Centre
Replied on 06 November 2023
Thank you for taking the time to share your feedback. We are delighted to hear that you have had a positive experience with our GP Practice. We appreciate your kind words regarding our receptionists and doctors who are working under extreme pressure to provide excellent patient care. It is always great to receive positive feedback, and we are grateful that you have taken the time to share it with us. If you have any further feedback or suggestions, please do not hesitate to get in touch. Thank you once again for your kind words.
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Review titled Such a relief.
Rated 4 stars out of 5
by Anonymous - Posted on 01 August 2023
In my appointment today, I was seen by an excellent doctor. She was kind, patient and listened to me, resulting in sorting out treatment for what had been worrying me. Thank you.
Visited August 2023
Review titled City Walls Medical Centre
Replied on 06 November 2023
Thank you for taking the time to share your positive experience with us. We appreciate your feedback and are glad to hear that you had a beneficial appointment with one of our doctors who provided you with the care and attention you needed. We are always here to help you with any health concerns you may have. Thanks again.
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Review titled Fast and efficient
Rated 5 stars out of 5
by Paul - Posted on 22 August 2023
Contacted City Walls medical practice via NHS “Patches” app at 08:39, appointment same day at 11:05 and exploratory tests scheduled - great service.
Visited August 2023
Review titled City Walls Medical Centre
Replied on 06 November 2023
Thank you for taking the time to share your feedback with us. We appreciate your kind words and are glad to hear that you had a great experience with City Walls Medical Centre.
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Review titled Downhill.
Rated 3 stars out of 5
by Anonymous - Posted on 22 July 2023
Used to be a great doctors but since covid has really gone downhill. This new system they have implemented makes a lot of assumptions about people, they are tech savvy, can use a computer, have a smartphone, do not have any conditions which may interfere with any of the above, eg may be older, poor eyesight, arthritis, no-one to help them etc, etc. Ever thought people don't want to do everything online or apps????? Oh and something else comes to mind, you have to answer 8 questions on route to getting an appointment.... who reads these answers, not sure I want personal problems out in front of anyone. What's happened to Doctor-Patient confidentiality? This new system is a bad idea, it will stop me bothering with the doctors, which is what they want. This stinks of trying to put you off going to the doctors. Awful
Visited July 2023
Review titled City Walls Medical Centre
Replied on 24 July 2023
Thank you for taking the time to leave a review. All feedback, both positive and negative is taken on board to help us improve our services. We appreciate your concerns regarding the new system but can assure you that these were all taken into consideration before making the change. All patients without internet access, that struggle to use it, or who are unfamiliar with the process can continue to call the surgery as before. One of the benefits of the new system is that most initial patient requests are now via an online form freeing up the telephone lines for urgent calls and for those patients previously mentioned. In regard to the questions, it's important to note that any information you share with us is recorded in your medical records and is used to assist the triaging GP to signpost your request to the appropriate clinician or service. It is also used to assist your clinician during your appointment. Rest assured that our team is bound to confidentiality rules. We take any breach of confidentiality very seriously and will ensure that all necessary actions are taken. You can find more information about our new system on our website: https://www.citywallsmedicalcentre.co.uk/appointment-system-explained/ https://www.citywallsmedicalcentre.co.uk/appointments/
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Review titled staff attitudes need improvement
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
Excellent gps and nurses but lack of empathy and interpersonal skills coupled with intransigence is demonstrated by some senior staff who have no patient focus and which taints the reputation of the surgery. Needs improving.
Visited June 2023
Review titled City Walls Medical Centre
Replied on 06 November 2023
Dear patient, Thank you for taking the time to share your feedback with us. We appreciate your honesty and candour, as it helps us improve our services to better meet the needs of our patients. We are sorry to hear about your poor experience at our surgery and we empathize with your frustration. We take all comments seriously and will be discussing your feedback with our team to ensure that we address the issues you have raised. Please be assured that we are committed to improving our service and providing a better experience for our patients moving forward. Thank you again for your feedback. Best regards, Pete Williams Practice Manager
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Review titled Excellent care
Rated 5 stars out of 5
by Richard Nelson - Posted on 21 March 2023
Seen for an assessment. Was listened to and received a very comprehensive plan for continuing care. Bent over backwards to be helpful to someone not especially used to being on the receiving end of healthcare.
Visited March 2023
Review titled City Walls Medical Centre
Replied on 06 November 2023
Dear Richard, Thank you so much for taking the time to share your experience with us. We are glad to hear that you received excellent care and that our team was able to provide a comprehensive plan for your continuing care. We appreciate your feedback. Please don't hesitate to reach out if you need any further assistance. Kind regards, Pete Williams Practice Manager
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Review titled Absolute joke of a GP practice
Rated 1 star out of 5
by Connor Wright - Posted on 11 January 2023
I have in the past 2 days waited for over 3 hours to speak to someone. In the past hold times have varied from 45mins to 1.5 hours. When I have gotten through to someone they seem uninterested and reluctant to help as well as a few times being out right rude. I{ have been a patient here for over 5 years and have always tried to not bother calling for an appointment or attempting to get one through patient access as there is never an appointment unless you are in the first 5% of people on the phone or app. Surgery is overstretched and extremely understaffed for the volume of patients they have. As of writing this review I have been on hold for 2 hours. As soon as I have sorted my prescription out I will be moving to another practice.
Visited January 2023
Review titled City Walls Medical Centre
Replied on 06 November 2023
Dear Connor, Thank you for taking the time to share your feedback with us. We appreciate your honesty and we're sorry to hear that you had a poor experience with our GP practice. We understand how frustrating it can be to wait for a long time on hold, and we're sorry for any inconvenience caused. Please know that we take your feedback seriously and will be discussing this with our team to see how we can improve our service moving forward. We want to assure you that we're committed to providing the best possible care to our patients and we'll work hard to make sure that future experiences with us are more positive for all. In response to the issues you mentioned, we have introduced a new appointment triage system making use of online software called PATCHS, which should help to improve access to our services. We're sorry that you felt the need to leave our practice, and we wish you all the best with your new healthcare provider. Kind regards, Pete Williams Practice Manager
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Review titled Great practise and accomodating staff
Rated 5 stars out of 5
by Lucie Meekings - Posted on 23 September 2022
i have had to temporarily register twice with the practice following surgery whilst i was staying in the area and the surgery are very accommodating with regards to appointments and all the staff i've seen are very helpful. Will definitely be registering with them when i move to the area
Visited September 2022
Review titled City Walls Medical Centre
Replied on 06 November 2023
Dear Lucie, Thank you for taking the time to share your positive experience with us. We appreciate your feedback and are glad to hear that you found our practice and staff helpful. We look forward to providing you with excellent healthcare services both now and in the future. Kind regards, Pete Williams Practice Manager
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Review titled Disappointed
Rated 2 stars out of 5
by Kay - Posted on 05 September 2022
Review of bloods result in no further action needed and repeat prescription not prescribed even though I explained that everytime I stop taking it the level drops again! For the first time I felt as though no concern was shown for my well being.
Visited September 2022
Review titled City Walls Medical Centre
Replied on 06 November 2023
Dear Kay, Thank you for taking the time to provide us with your feedback. We appreciate it when our patients share their experiences with us. I am sorry to hear that you were disappointed with your recent visit and that you felt as though your concerns were not taken seriously. I can understand how frustrating this must have been for you. Please know that we take your feedback seriously and will be discussing this with our team to ensure that we provide a better experience for our patients in the future. We appreciate your patience and understanding, and we will work hard to improve our service moving forward. Kind regards, Pete Williams Practice Manager