Clover Group Practice - Ratings and reviews
Reviews
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Review titled Brilliant new appointment system
Rated 5 stars out of 5
by Familyman - Posted on 11 February 2024
The new appointment system you have put in is great. Being able to go online and click a few buttons at any point of the day, rather than waiting on the phone is great. My Mum still likes to call but she can still do this
Visited January 2024
Review titled Clover Group Practice
Replied on 20 February 2024
Thank you for you positive feedback I'm glad to hear that you're enjoying the new appointment system! It's designed to make things more convenient for everyone, whether you prefer to book online or over the phone. It's great that your mum still has the option to call if that's her preferred method. This is still a relatively new system and very much work in progress, we will continue to look at improvements throughout our journey Thanks again ! Lucie Moore Operations Manager - Primary Care Sheffield
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Review titled Very poor
Rated 1 star out of 5
by Anonymous - Posted on 16 February 2024
i book appointments for my son but Doactror always emails back tried to ask question something wrong with my phone it’s not letting me open anything to read been in office explain what i have issue reception? Always said book appointments on phone but never get appointments
Visited January 2024
Review titled Clover Group Practice
Replied on 20 March 2024
Dear Anonymous I'm sorry you are having trouble booking an appointment for your Son. We have introduced a new triage system called Anima, which is to help patients submit there health concerns direct to our clinical team. The Clinical team review all the requests which come in to the hub and make a plan based on the information you have submitted. If you are having trouble with your phone and are not able to get the information we send back to you, Please go in to the surgery where one of our team will be able to help you. You are still more than welcome to call the surgery within their opening times to submit your request over the phone with one of our trained receptionists. Thank you Lucie Moore Operations Manager
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Review titled Shocking
Rated 2 stars out of 5
by Julie Bond - Posted on 05 May 2023
After ringing at 8 am this morning and finally getting an answer half an hour later to be told there was no telephone or face to face consultations because of the coronation which is on Saturday not today ,got a hub appointment miles away on middlewood road where I saw a practice nurse who was appalled at the reason for not seeing a doctor ,she assessed me and said she would write to my GP asking to refer me for an X-ray ,she was really nice but the system is an absolute shambles and then when going in the pharmacy to pick up a prescription ordered on Tuesday was told it now takes a week for them to process it and the surgery is still telling patients it’s 2/3 days and won’t alter it ,lots of annoyed people in the pharmacy waiting for prescriptions that hadn’t been completed ,it’s a joke
Visited May 2023
Review titled Clover Group Practice
Replied on 01 June 2023
Thank you for your comment, Julie. I understand the Support Manager for Darnall has contacted you to discuss your concerns further and all the issues are now resolved. I'm very sorry that you could not get an appointment at the surgery when you contacted us, but due to it being a double bank holiday, demand at the practice was extremely high. We do try our best to make sure people can be seen, and this is why an appointment was offered with an advanced nurse practitioner at one of our hubs. The hub appointments are for primary care to utilise when our clinical staff have reached capacity. I’m very pleased to find out that the advanced nurse practitioner dealt with your problem swiftly and that you have had a follow up appointment booked with one of our GPs at the practice. With regards to the prescription query you have, we tell our patients that a repeat prescription can take two to three days to reach the pharmacy. I am unable to comment on the amount of time it would take the pharmacy to have the prescription ready for dispensing. As a practice we still work to a two to three day turn around, so you may want to discuss this issue with your pharmacy going forward. Thank you Lucie Moore Operations Manager PCS Practices
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2023
I ring once and get told that my problem isn’t serious enough to get an appointment and that I can go to the a&e… but how do the receptionist know if my problem is serious or not?? I told them I felt a lump in my throat and wanted to get this checked out as it was worrying me… should I ring the doctors when it’s really serious and there’s nothing that can be done?. Today I rang and I advised I was having some problems with my breathing/chest for a few days, and was just told to go to the a&e or walk In centre.. why do you advise us to ring you if we have a concern if we will just get fobbed off? I asked for out of hours but apparently that was also booked.. I know they don’t always tell you the truth as previously I was told the same thing but when I kept insisting, I was given an appointment. So appointments are available they just decide who to give it to and who not depending on the seriousness. How do receptionists know if it’s serious? What if it’s something that has a possibility of becoming serious in the future? Do they take responsibility for this? Very very disappointed. What is the point of being registered with a surgery close by to home if you can’t get an appointment and have to travel further to get checked…? Something really needs to be looked into because I don’t know how receptionists can know by speaking on the phone if the problem is serious or not. I was having difficulty with breathing and it’ wasn’t something that the doctors couldn’t look into… Also being first in queue but having to have 5+ minutes for someone to decide to pick up the phone? How does this work. I have disconnected my call so many times because of this reason.
Visited March 2023
Review titled Clover Group Practice
Replied on 06 April 2023
Thank you for contacting the practice to raise your concerns and give feedback about your experience. As you have left this as an anonymous comment, we are unable to contact you to discuss these issues any further. If you would like to contact the practice by telephone or email and leave your contact details, I would be more than happy to call you back so we can discuss each issue in more detail. Thank you Lucie Moore | Operation Manager Primary Care Sheffield
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Review titled Leave your job if you want an appointment.
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2022
When ever you ring at 8am the phone is either engaged forever or all appointments are booked for today, how is this possible, I went through this for 8 years every 3-6 months I had to ring and I only got an appointment this way once, I would have to call the surgery and explain and they (after a stressful conversation) would make me an appointment with a nurse. I now start work at 6am every day and am not able to call at 8am I have just rang to explain this and make an appointment but I’m told I can’t I have to ring at 8am, this is not possible so how do I see a doctor, I’m told to get someone else to ring for me and try to get an appointment that way but even if I could I can’t just leave work at such short notice. I just give in its now impossible for me to get an appointment.
Visited December 2022
Review titled Clover Group Practice
Replied on 19 December 2022
Dear Patient If you would like to contact the practice and give a little information the reason why you are requesting an appointment, we will be able to book the most appropriate person. Sometimes this may be one of our extended practice team, such as a Nurse Practitioner or Pharmacist. We also have appointments in the hubs which are after 6pm and on Saturdays which maybe more suitable for your work schedule. If you would like to get in touch, we will do our best to try and help find a solution for you. Best regards Kiz Haigh Head of Primary Care | Primary Care Sheffield
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Review titled Worse GP and staffing
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2022
I am extremely unhappy about the appointment. I had to take time off work to make this call and waited for 30 minutes to get a call back,after all that wait the receptionist said there isn’t any appointments left, I tried to explain my situation and she said I can say whatever I want but they will not give me an appointment. My son is extremely in pain but unfortunately couldn’t see a doctor. Why doctors are asking for a pay rise when they could not see all the patients. I am a tax payer and we deserve to bw able to get an appointment at this rubbish GP. I work hard to pay my bills and when I take time off work this affects me. Can the GP manager do something about it? Or I will only receive a message stating oh! I’m sorry that you have experience this, as I read from the other reviews and response
Visited November 2022
Review titled Clover Group Practice
Replied on 28 November 2022
Thank you for the feedback relating to your recent contact with the practice. Please accept our apologies if you feel you were not listened to when you spoke to one of the reception team. Our phone lines are all reordered and monitored, so if you would like to contact the practice with your details, I will be able to check on the waiting times and listen to the conversation between yourself and the staff member, to discuss this appropriately. We now offer evening and weekend appointments through enhanced access hubs, which run 7 days a week and have a range of clinical staff available. Please contact the practice if your issue has not been resolved and we will try our best to provide you with an alternative option, as our clinical team reach full capacity very quickly. Kind regards Lucie Moore Operations Manager | Primary Care Sheffield
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Review titled Call back
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2022
What’s the point having a call back system!! When someone call me back and say oh, there is no more appointment all the appointments been taken. My concern is. The GP is open from 8:30 or 9am up to 6pm and probably there are doctors and nurses hopefully more than two!! But probably more. What do the doctors and nurses do when they can only see 10-20 patients a day, what do they do with the rest of their time?? And why the receptionist have control over the booking’s. I’m certainly sure that the receptionist have family members and friends and they get to take all the appointments, where we have to struggle to get one appointment. My second concern is, why this GP don’t accommodate for people who work from 8am to 4pm. Time is tough for everyone and as you know it is difficult to take time off work. Can you let me know. Hopefully, I can get a reasonable response.
Visited November 2022
Review titled Clover Group Practice
Replied on 30 November 2022
Dear Patient Thank you for your comment on our practice website, we do like to hear from our patients and try and respond to any of their queries and answer them when possible. Our practice phone lines open from 8am every morning. We have a very advanced telephony service at the practice which allows us to run reports on every call that comes in, this also allows us to see how many patients are wating and how many calls we have answered each day. I have run the report today and I can tell you that by 8:59 this morning we had spoken to 107 patients, who had all been given an appointment either on site with our own clinical staff or at the new enhanced access hub. Our reception team are trained to very high standards and this enables them to make sure that patients' needs are met and they are booked in with the correct member of the clinical team. I can assure you they are not giving these appointments away to their friends and family. The majority of our GPs work from 8am to 6pm and when they are not seeing patients, they are working through test results, paperwork, prescriptions, reviewing records of palliative care and nursing home patients and dealing with the 100's of requests that come in from patients on a daily basis, the list is endless. With regards to your query about accommodating people that work, the new enhanced access hubs, allow for evening and weekend appointments with a range of clinical staff and you can find out more information by using the following link: Enhanced Access - Primary Care Sheffield. This is a service that is open to anyone registered at a GP practice in Sheffield, giving them access to appointment between 6:30pm and 9pm weekdays and 9am to 6pm on Saturdays. I hope you have found this information useful Thank you Lucie Moore Operations Manager | Primary Care Sheffield
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Review titled Extremely Rude Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 11 September 2022
There is an extremely rude receptionist at this GP surgery. She makes me feel uncomfortable and anxious and for this reason I don’t feel I can call the GP for help. I feel that I need to leave the GP and move to a different one so that I do not have to speak with this particular receptionist, but the GPs I have tried to register for are unable to accept me as I’m not in the catchment area. I know that there are lots of other people in the community who also feel the same about this particular receptionist but they are not confident enough/do not know how to make a complaint. I can understand being a receptionist must be a stressful job, but I do not think it is fair for her to take this out on myself and others affecting patient care. I would also suggest that you look at this GP’s reviews online as there is one thing in common with all the reviews - rude receptionists.
Visited September 2022
Review titled Clover Group Practice
Replied on 29 September 2022
I am sorry to hear you are unhappy with the service provided by the practice. If you would like to contact me directly, I would be happy to try and help resolve any outstanding issues. Kind regards Kiz Haigh Head of Primary Care | Primary Care Sheffield
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Review titled Rung for sick child and was just cut off
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2022
Rung at 1 second past 8 and could not get through. Finally joined a queue minutes later after retrying several times. Finally joined queue as sometimes they don’t ring you back or claim they have when they haven’t. Waited 30 mins in queue got to number 1 and then I was cut off! Not first time this has happened! Rung back and requested a ring back this time. Management know about phone issues but fail to remedy. In the meantime my child remains sick without medical attention. Will write another review if anyone bothers to get back to me. Staff try their best under difficult conditions but managenevt are nowhere to be seen. This surgery is woefully over subscribed and under resourced. If I could register my family eisewhere I could but it’s not possible, everywhere is full. You can’t even make a formal complaint to anyone at the surgery because they always say no manager is available and if you ask to speak to one no one rings you back. Hopefully someone at NHS picks up on these messages and takes positive action because people are not being heard. Amen
Visited July 2022
Review titled Clover Group Practice
Replied on 12 July 2022
Thank you for your comments, I’m sorry you are not happy with the service. If you are able to contact the surgery and provide some details we can look into your concerns. We are able to extract all data from the phone system so can confirm all calls made. I have run initial checks this morning and all appears to be working as expected. We try to resolve any issues before it escalates to a complaint but if you would like to make a complaint please see https://darnallprimarycarecentre.co.uk/ for details. As your comment is anonymous I am not able to investigate any further but if you would like to contact the manager, who is available every day, we will try to resolve any outstanding concerns you may have. Kind regards Kiz Haigh Head of Primary Care | Primary Care Sheffield
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Review titled Letters from GP
Rated 3 stars out of 5
by Mazher Nazir - Posted on 09 May 2022
My 4 year old daughter recently had blood tests done. I recieved a letter saying the GP would like to discuss the results and for me to contact the surgery (Tinsley Highgate). I called after 10am this morning expecting the lines to be less busy. Initially I was no.17 in the queue so I decided to call back later. Called again at around 1040 and I was no.7 in the queue. After almost 30 mins I was finally able to talk to the receptionist who informed me the earliest date to discuss the results would be an appointment on the 30th of May, alternatively call back in thr morning at 8am and go through the whole lottery if I will win the jackpot and get an appointment on the day to talk to the GP!!!! Well my frustration at this has forced me to write this review at how absurd the whole system you have actually is. If it is urgent that the GP wishes to discuss any issue then an appointment time should be made available in a reasonable manner. I don't see any point in waiting 3 weeks for that. If the issues are not urgent the GP could have written his/her views in the very letter sent asking me to call, thus saving the planet a sheet of paper and your business a stamp..more importantly it would save the GP's valuable time and mine too. I'm also a professional with a busy schedule. In future you may wish to inform your GP's to put in a letter any non urgent issues then if the patient/parent wishes to discuss further they can call to arrange an appointment. Let's put your antiquated system in a museum and take a different approach to avoid raising one's blood pressure, further contributing to the woes of the NHS. Best Regards Mazher Nazir
Visited May 2022
Review titled Clover Group Practice
Replied on 10 May 2022
Thank you for your comment. I am pleased we have been able to resolve your query by telephone this morning. Kind regards Kiz Haigh Head of Primary Care Primary Care Sheffield