Craneswater Group Practice - Ratings and reviews
Reviews
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Review titled Unable to get appointment
Rated 2 stars out of 5
by Phil Spear - Posted on 18 April 2024
Spoke to a doctor on telephone 17/4/24 said I needed a face to face appointment with a doctor he couldn’t get one, he would get reception to call me and book one they and I called them in the afternoon of the 18th they have no appointments ?? When you find a small lump in a sensitive area would have thought it’s needed to be seen asap ??? They have said they will contact me but I have no confidence that will happen
Visited April 2024
Craneswater Group Practice has not yet replied.
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Review titled Huge concerns regarding decision making left in the hands of unqualified reception staff
by Anonymous - Posted on 27 March 2024
My partner suffers from atrial fibrillation which sadly resulted in a serious stroke on 07/01/24. A large clot on the brain was mostly removed by thrombilectomy. The discharge letter from the hospital on 11/01 and, susbsequent review by the hospital on 18/01, advised that he should be “reviewed by the GP”. On attending the surgery the receptionist looked at the discharge form and told him that a face to face appointment wasn’t specified. She said that it wasn’t an emergency, all GP appointments had been allocated and that the nurse could monitor his BP . He was given an appointment with the nurse on 31/01. He was told he could ring on 01/02 when a new round of GP appointments would be available. I duly did, was informed by the answering service that I was 4th in the queue, only to be told when I was connected, that there were no GP appointments available as they had all been allocated. I explained to the senior receptionist that the cause of J’s stroke was likely the result of untreated AF that the surgery knew about 2 years prior. Her reply “I don’t know why you’re telling this, that’s history” left me staggered. I needed to explain to her the link between AF and stroke and that left untreated he was at risk of a further one. Under pressure he eventually arranged a telephone review on 06/02. At this review the doctor asked my partner to attend a face to face appointment later the same afternoon. After examining him the doctor rang for an ambulance and he was blue lighted to hospital. He was suffering from accelerated AF and was at serious risk of heart failure. He remains as an outpatient under the care of the cardiology department awaiting further procedures. I’m not medically trained so I’m unqualified to judge if the above situation could have been avoided, but to leave serious decision making in the hands of medically untrained staff is in my view, at best irresponsible, at worst downright dangerous
Visited February 2024
Craneswater Group Practice has not yet replied.
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Review titled Excellent nurse practitioner
Rated 4 stars out of 5
by Anonymous - Posted on 25 October 2023
I was seen for an ear infection by the nurse practitioner. Time was taken to assess me and the nurse explained what was happening. Treatment plan devised. Excellent communication and compassion.
Visited October 2023
Craneswater Group Practice has not yet replied.
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Review titled Hopeless!
Rated 1 star out of 5
by B. Mcauley - Posted on 13 December 2022
I had an ultrasound exam and when I called the practice a week later I was told my results were abnormal and I should be referred to gynae. I asked for a doctor or anyone who is able to interpret my results, to call me so I can understand why I need to be referred on. It’s been another week and still heard nothing! I’ve tried to call both Salisbury Rd and Waverley Rd but have been unable to speak to receptionist let alone a doctor! So frustrating as I am now concerned especially as ovarian cancer runs in my family but am expected to just sit and stew here until someone decides they are ready to let me know what is going on with my results. I’d happily go privately but need to know exactly why I am being referred in the first place! Everything seems particularly sluggish at this practice. Exceptionally long wait on the phone to get connected (if you’re not cut off whilst waiting), long waiting times for appointments and all in all rather shoddy patient care.
Visited December 2022
Craneswater Group Practice has not yet replied.
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Review titled Weak consumer service skills
Rated 2 stars out of 5
by Anonymous - Posted on 16 August 2022
Obviously if this was a private practice then the expectation regarding customer service standards (because in that context we are customers) would be so much higher. In the public service tax-payer funded context consumer service levels are far lower - that is to be expected. However, even n that regard this practice falls regrettably short. There appears to be little awareness (or a wanton lack of awareness) by the reception staff of sympathetic patient handling - and perhaps the practice havingtwo locations compounds this. I was at one location (having arrived 10 minutes in advance of my appointment) when I literally had to wander around until I found anyone (in this case a practice nurse) to confirm I had indeed come to the correct location as there was no-one in evidence at the reception, leaving myself and a bewildered fellow patient having to figure things out for ourselves. A receptionist eventually appeared (at precisely the point at which our appointments were due to be held) and asked us to sit in the waiting room. After 5 minutes I was then informed that my appointment had been changed to the other location at the last minute. I then proceeded to the other location where I had to wait in line while the receptionist there seemed incapable of taking the details from the patient in front of me with any degree of competence. (They needed to ask the patient several times for their d.o.b. name and address, which I heard clearly the first time round all the while I was waiting to be booked in for my rearranged appointment at this new location.) Suffice to say my original appointment was lost and I ended up having to sit in the waiting room for an unacceptably extensive time (over 45 minutes) when I had allowed for a one-hour time slot for this hard-won appointment between pressing work related matters. I appreciate GPS are under massive pressure but it doesn’t help their predicament when reception staff don’t appear to have the awareness or competence to manage the front end of the booking-in operation either efficiently or effectively.
Visited August 2022
Craneswater Group Practice has not yet replied.
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Review titled Some receptionists not very understanding
Rated 2 stars out of 5
by Anonymous - Posted on 07 June 2022
I was given a prescription for laxative drinks as I have anal cancer and tried 3 different pharmacies which didn’t have any in stock. I called up the surgery to inform them that I was unable to get the medication only to be told to try Asda and if I didn’t have any luck to call them back. Low & behold Asda didn’t have the medication in stock. I then called Salisbury rd surgery and the receptionist was more helpful.
Visited May 2022
Craneswater Group Practice has not yet replied.