Clarendon Surgery - Ratings and reviews
Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by Onaiba Riaz - Posted on 18 December 2023
I have been registered at the Clarendon surgery from 2015, In my opinion, they are the best practice. Never had any issue, whenever rang, they always booked me or asked me to ring next day. I would recommend them, 100 percent. Thank you all for your remarkable service. Kind regards.
Visited December 2023
Clarendon Surgery has not yet replied.
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Review titled 30 minutes for nothing
Rated 1 star out of 5
by Anonymous - Posted on 30 October 2023
30 minutes on hold in excruciating pain for a receptionist to answer and tell me to call 111. I'm rarely ill but when I am I may as well not even have a gp.
Visited October 2023
Review titled Clarendon Surgery
Replied on 13 November 2023
Dear Anonymous, Thank you for your feedback, we are sorry to hear that you have experienced difficulty obtaining an appointment with us. We would like to understand more about what happened in this instance. Our telephony records indicate that the average call wait time during the month of October was 6 minutes and 1 second. If you would like to raise this directly with us via our complaints process: gmicb-sal.clarendoncomplaints@nhs.net, we will be able to retrieve your call recording and ascertain why NHS111 was considered the most appropriate route for you at the time you contacted us. We look forward to hearing from you Kind regards The Management Team Drs Rafferty & Coysh
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Review titled Great service
Rated 5 stars out of 5
by PhilipG - Posted on 13 November 2023
Since registering here 4 yearsd ago, I have received nothing but first class service from both the front of house team and the doxtors & nurses I have seen. I generally get through pretty quickly and am usually offered a slot on the same day (didnt get this anywhere else). They also have extra hours in the evening with some of the other local surgeries which is great if you re working. I havent had any problems at all with them and would recommend to anyone.
Visited October 2023
Review titled Clarendon Surgery
Replied on 16 November 2023
Hi Philip, Thank you so much for your lovely feedback, which we will cascade to the team. Like others NHS services, we face a number of challenges in General Practice so it is always appreciated when patients take the time out to comment when we get things right not just when things dont always go so well. Best wishes Drs Rafferty, Coysh & Team
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Review titled Shocking practice
Rated 1 star out of 5
by Anonymous - Posted on 31 March 2023
This surgery closes for 2 hours on weekdays for parties, yes, someone left their job and they had the leaving do in the middle of the weekday and closed the surgery- staff were all still there and we could see them eating cake etc
Visited March 2023
Review titled Clarendon Surgery
Replied on 12 April 2023
Dear Anonymous Thank you for your feedback. We are sorry to hear that you believe us to be a “Shocking Practice” since we chose to formally say farewell to one of our much-respected GP colleagues during a lunch break. We apologise that this has upset you but please be assured that this was not in breach of our NHS core contract requirement. Additional locum GP cover was provided throughout the day for extra support to ensure that no Patient Facing services were disrupted. Emergency telephone cover continued as normal during the break and as all staff were on site, all remained immediately available in the event of a medical emergency. Notices were displayed in the waiting room ahead of this, no objections were raised and yours is the only complaint we received with regard to this. Usually, our “lunchbreak” period is taken up with home visit requests & administrative work such as signing prescriptions, completing medical reports, referrals, results and in-coming hospital correspondence etc.… Having extra cover that day, ensured that we were able to still keep on top of this and allow staff to take a well-earned lunch and say goodbye to a GP Partner who will be sorely missed
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Review titled poor practice
Rated 2 stars out of 5
by Anonymous - Posted on 02 February 2023
trying to get the doctor to see you or ring you back is like trying to find a £250k lottery ticket win suffering with a shoulder injury since september trying to get in because still in excruciating pain with it and no chance to get any help with that bit of a joke
Visited January 2023
Review titled Clarendon Surgery
Replied on 05 February 2023
Dear Anonymous, We are sincerely sorry to hear that you are unhappy with our service share your frustration at getting through to us for an appointment. We are aware that it is significantly more difficult to secure a GP appointment at present and we are working extremely hard to increase access to a GP. This is unfortunately a national issue due to an unprecedented demand on GP surgeries and a nationwide shortage of doctors. This has undoubtedly had an impact on GP recruitment and sourcing adequate locum GP cover in the event of our own GPs annual leave and/or sickness, which ultimately limits the number of GP appointments we are physically able to provide. Clarendon Surgery has struggled with GP recruitment following retirement/relocations in our team. Recruitment has been challenging for all practices for the past couple of years, although I am pleased to say that we have recently successfully a new GP. However, due to the unprecedented demand on the practice and an ever-increasing list size, recruitment is still underway for a further GP and supporting healthcare professional, such as an Advanced Nurse Practitioner, to join our expanding team. On average the reception team receive over 900 incoming telephone calls and our GPs have as many as 200 patient contacts between them each day in addition to the appointments provided by our Nursing, Pharmacy, Physio and Mental Health team. They must also undertake home visits, attend meetings with other healthcare professional, review and action the hundreds of incoming test results, hospital correspondence, discharge summaries and a number of other administrative requests. Whilst we would love to provide the very best service to all our patients, there has to be “safe” limit to what our GPs are able to do in a day. From a clinical safety perspective it is simply not safe to provide anymore appointments without more resources to do so. We are sorry for difficulties you may have experienced in trying to secure a GP appointment in recent months but would like to assure you of the seriousness in which we are taking this issue. I would stress that the surgery will always endeavour to prioritise children or any urgent health issue that simply cannot wait. We work closely with our Patient Group to look at how we can improve our services and if you would like to get involved to help us, we would welcome your support. Just ask any of our reception team and they will give you all the information to join. Kind regards Drs: Rafferty, Jewkes & Coysh
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Review titled Call out
Rated 3 stars out of 5
by Anonymous - Posted on 05 December 2022
After I rang the surgery regards my partner who as very bad arthoristis and has not been able to get out of bed for 2 days due to bad chest and unable to breathe properly, also not even being able get to the toilet aswell I asked for doctor to call me back due to my partner being ill with no food or drink for 2 days . You didn't reply to me but rang my partner explaining she was able bodied and was not coming out , if feel that bad to go to the hospital .if I could have got her down stairs I would have gone direct to hospital unfortunately due to fair up in joints I could not move her . With being on treatment for both forms of arthritis and suffering with bad chest I find this disgusting. You have a duty of care towards your patients which I feel you have let her down badly
Visited December 2022
Review titled Clarendon Surgery
Replied on 05 February 2023
Dear Anonymous, we are sorry to hear that you were unhappy with our service and understand your frustration that we were unable to provide a home visit for your partner. We would have been very happy to investigate this matter with your partner had a complaint been raised directly with the practice at the time. Unfortunately, due to increased levels of patient demand and limited resources, home visits are restricted to patients who are medically classified as housebound and requests made before 10.30am where possible. This allows a Doctor to triage the request early so that provision around booked surgery sessions. With regard to the doctor calling your partner directly, this is because GDPR laws prevent us from liaising with anyone other than the patient, unless we have express consent to do so recorded on the medical record, or the patient has been assessed as lacking capacity. We know that this can appear obstructive at times, but please be assured this soley to ensure our patient records remain safe and confidential. If you would like to discuss this further, you can contact our Practice Manager on 0161 983 0190 ans she will be happy to investigate this for you. Kind regards Drs: Rafferty, Jewkes & Coysh