Concept House Surgery - Ratings and reviews
Reviews
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Review titled Appalled
Rated 3 stars out of 5
by Anonymous - Posted on 03 March 2023
I can not believe my experience whilst waiting in reception for my appointment. The receptionist take calls and talk among themselves surly knowing people can hear them? Someone took a call regarding an end of life patient then proceeded to crack a joke regarding end of life to another member of staff! Extremely unprofessional, I’m lost for words.
Visited March 2023
Review titled Concept House Surgery
Replied on 06 March 2023
Dear Patient, Thank you for your comment left on NHS choices. We are sorry that you have had a negative experience. Please can you contact the surgery on 01514767962 and ask to speak to myself, Jenny Young, Practice Manager for information about this incident as I would like to investigate this further.
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Review titled Terrible ignorant service
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
After meeting doctor had blood test completed. Called after two weeks to discuss. After trying to explain I just wanted to discuss the results I was told I couldn't unless I was prepared to make an appointment. That is, for after a chat with the doctor. I tried explaining I don't need an appointment. But they refused to pass me through unless I would. I was then told it could not be at amy local surgery but one much further away. I have mobility issue so had to say no at which they said call back in the future. So now I don't bother with calling them but will wait till they call me. So I may never see a doctor again.
Visited March 2023
Review titled Concept House Surgery
Replied on 23 May 2023
Dear patient, Thank you for your comment left on NHS choices. Please contact the surgery on 01514767692 and ask to speak to myself to discuss your concerns in more detail. It is unclear from your comment if, when you called to get your blood results, the doctor had asked for an appointment to discuss your results, in which case, reception would need to book you an appointment and therefore would be unable to discuss your results. Jennifer Young, Practice Manager
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Review titled Awful appointment system
Rated 2 stars out of 5
by Anonymous - Posted on 13 February 2023
They have recently updated their appointment system so that you can't actually make an appointment. You have to call at 8am and hope that someone is available. I need to speak to my GP about ongoing mental health concerns and go over my prescription and I've been told that I need to wait until the 27th Feb and if I call that morning then I might be able to speak to him but that they cannot guarntee it.
Visited February 2023
Review titled Concept House Surgery
Replied on 21 February 2023
Thank you for your comment left on NHS choices. Your remarks will be shared with the practice team and discussed at our March whole team meeting on 15th March 2023. As we no longer offer pre bookable appointments, all of the availability for our clinicians is on the day, therefore there will always be appointments available to give out to patients when they call at 8.00am. On the days where we are fully staffed, there are up to 41 triage appointments available to give out to patients in the morning. Following your triage, if the clinician feels it is necessary to see you, they will offer you an appointment on the same day. If they need to see you again following your same day appointment, they will offer you a pre bookable appointment that only they have access to. Changing the appointment system was necessary to deal with increased demand. Whilst we appreciate that it is a big change to our previous system, we feel that this is the best way for the practice going forward to provide a safe working environment for our staff and offer the best service to patients. The majority of GP practices in the local area have moved to a similar appointment system due to pressures on the NHS. Jenny Young, Practice Manager
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Review titled Awful appointment system
Rated 2 stars out of 5
by Anonymous - Posted on 24 February 2023
Called up to make an appointment for my daughter who is 8, to be told we would have to ring at 8 the next morning as they are not giving out appointments. While this might work for some people, as a working parent who can't just take time off on the day it doesn't work for me. Also I was under the impression that children had to be given an appointment within 36 hours. We were told to go to Alder Hey or the walk in if we thought it was urgent! No, I'd just like an appointment with my doctor who has seen my daughter before.
Visited February 2023
Review titled Concept House Surgery
Replied on 06 March 2023
Thank you for your comment on NHS choices. It is difficult to find an appointment system suitable for all and we consulted with a range of patients from our Patient Participation Group to ensure that our appointments would be accessible to different patient groups. Due to patient demand, it was necessary to move to an ‘on the day’ appointment system and remove the option of pre-booking an appointment. We consulted with other local practices and in recent times, they too have found themselves in a similar situation of only allowing ‘on the day’ appointments. As well as calling the surgery at 8.00am, patients are also invited to submit an e-consult (online consultation) from 7.00am to receive a response from a clinician by the next working day. Patients are also able to log into the NHS App or Patient Access App at 8.00am to make an appointment for same day triage. If you experience any further problems, or would like to join our patient participation group, please contact the surgery and ask to speak to myself. Jenny Young, Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 06 March 2023
I have been a patient of this practice for many years, always feel I get the best service available. The NHS is not in the best place at the moment but being registered at this practice you would not know the staff are always approachable and friendly and always go above and beyond to help. I always feel the GP’s listen and give advice and are very good at following up. I am completely happy with the service me and my family receive at this surgery. Thank you for all your continued hard work.
Visited February 2023
Review titled Concept House Surgery
Replied on 23 May 2023
Dear Patient, Thank you for your comment left on NHS Choices. We are pleased your experience at the surgery has been pleasant. We will discuss your comment at our next whole team meeting in June 2023. Jennifer Young, Practice Manager
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Review titled Kafkaesque appointment system
Rated 1 star out of 5
by Anonymous - Posted on 13 January 2023
The appointment system is so senseless to me . I was in the surgery and asked for an appointment to see doctor only to be told by the receptionist they can’t make appointments and i have to phone from home at 8 am in the mornings . This is absolute madness to me , hundreds of people all phoning at the same time at 8am to try to get an appointment for a doctor . So it’s total luck if you get through and manage to get an appointment ? I understand it’s not the receptionists fault but the system is broken and totally illogical and definitely not conducive to Dr ,surgery staff and patient relations .
Visited January 2023
Review titled Concept House Surgery
Replied on 17 January 2023
Thank you for your comment left on NHS choices. Your comments will be shared with the practice team and discussed at our January whole team meeting on 18th January 2023. The new appointment system was implemented after much consideration in November 2022 when the practice was experiencing high demand. When the old appointment system was in place, the waiting time for a pre-bookable appointment had reached 4-5 weeks, which was not acceptable. The GPs were dealing with around 15 emergencies per day, on top of their 18 prebooked appointments and the workload was becoming overwhelming and clinically unsafe to continue as we were*. We consulted with other surgeries in the local area and found that the majority had moved to an ‘on the day’ appointment system as it was the only way they could deal with demand. Whilst we appreciate this system does not suit all, it is the only way that the practice could deal with the increased demand, retain clinical staff and offer the best service to patients. *The European Union of General Practitioners and British Medical Association have recommended a safe level of patient contacts per day in order for a GP to deliver safe care at no more than 25 contacts per day. Jenny Young, Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 01 September 2022
I’ve been a patient at this practice since I was a child, I’ve now gone one to have my own children and I wouldn’t want my children’s care anywhere else. Concept House is extremely warm and welcoming, from the receptionist who go above and beyond, to the Doctors who genuinely listen to your concerns and also go above and beyond to give you the care and attention you need. From hearing others peoples experiences with GP’s I can whole heartedly say Concept House is the best there is! I haven’t ever in all my years left feeling I didn’t receive the care I needed, such a positive experience throughout.
Visited September 2022
Review titled Concept House Surgery
Replied on 02 September 2022
Thank you for leaving a comment on NHS Choices. Our staff work extremely hard and its nice to see it does not go unnoticed. We're so pleased to hear that your experience at the surgery has been a pleasant one. Your feedback will be discussed at our next team meeting in September.
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Review titled Great service
Rated 5 stars out of 5
by Janet Creevy - Posted on 14 September 2022
My mother is a patient here and as an older person, does not like to be a bother. I often call the surgery on her behalf or attend with her. Every member of staff we have encountered is professional, polite and caring. It is reassuring to know that she is being well looked after by all members of the team. The clerical staff are approachable and particularly helpful. Great service from all involved, thank you.
Visited August 2022
Review titled Concept House Surgery
Replied on 17 January 2023
Thank you for leaving a comment on NHS Choices. Our staff work extremely hard and its nice to see it does not go unnoticed. We're so pleased to hear that your experience at the surgery has been a pleasant one. Your feedback will be discussed at our next team meeting in September.
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Review titled Excellent Practise
Rated 5 stars out of 5
by Eileen Mcnally - Posted on 29 July 2022
My experience at Concept House on 27th July 2022 was the same as every other time. Absolutely great. Doctors, Nurses and all Staff are excellent. I have been with this Practise for 29 yrs and I have alwàys felt looked after, even during the Pandemic. I can't thank them enough.
Visited July 2022
Review titled Concept House Surgery
Replied on 02 September 2022
Thank you for leaving a comment on NHS Choices. We're glad to hear that your experience at the surgery has been positive. Your kind comments will be discussed at our next team meeting in July.
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Review titled resolved issue
Rated 4 stars out of 5
by Michael - Posted on 08 June 2022
I attended the surgery for an appointment with a locum nurse and had some concerns following my visit. I spoke with the practice manager who was very understanding and resolved my issue quickly. I am very happy with the way i was followed up and greatful that i felt listened to.
Visited May 2022
Review titled Concept House Surgery
Replied on 02 September 2022
Thank you for taking the time to leave a comment on NHS Choices. We are pleased that you felt your issue was resolved quickly and your experience with the surgery has been a pleasant one. Your feedback will be discussed with staff at our next whole team meeting in July.