Crocus Medical Practice - Ratings and reviews
Reviews
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Review titled shocked and very disappointed
Rated 1 star out of 5
by Elizabeth MacDonald - Posted on 03 April 2023
After a very painful fall, a friend drove me to the surgery. It was totally empty at 5.15pm. I asked if I could see a doctor, nurse or paramedic to ascertain whether I had likely broken my arm or merely dislocated it. Was it possible to be xrayed at the adjacent hospital. At the very least, I needed some painkillers in order to make the journey to A and E if that was recommended .The receptionists showed zero empathy. Nothing was possible. The GPS had exceeded their emergency appointments and no pain relief was available and no one could advise. Go to an and e. The receptionists said they wanted to go home. Clearly I couldn’t drive and later discovered that the ambulance waiting time was 16 hours. 111 finally sent a taxi at 11pm. I was in agony.The following Monday I phoned Saffron Walden Crocus Surgery and asked for an email copy of the notes from Addenbrooks which I needed to prove to ba that I could not fly the next day. Addenbrooks had said it was easy for the surgery to do. Surgery said it was not possible. I would need to collect, take a screenshot and then forward to ba. Was told to drive down. Impossible of course. Told to send a friend. Friend goes, waits 20 mins to be told the notes are in Great Chesterford. Nobody had thought it necessary to tell me this. All I can do is change Practice. I have been with this surgery for over 50 years but it is not fit for purpose. The last time, before these incidents, when I needed to see a doctor I was told to take a photo of my back and email it. This was after 2 one hour attempts to get through to reception. Since covid the surgery has retreated to an online, photo only consultation hub. A few years ago, my doctor knew my name, made home visits and the receptionists showed empathy. Now the latter are gatekeepers ensuring that the doctors never see a patient.
Visited April 2023
Crocus Medical Practice has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by j harris - Posted on 12 May 2023
After lots of changes they seem to have turned it around friendly helpful staff when ever I have attended the surgery.
Visited April 2023
Review titled Crocus Medical Practice
Replied on 27 September 2023
We are please you have received a high quality-quality service from our practice. Thank you for your feedback, this will be shared with the practice team.
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Review titled PS my request to have A and E discharge notes emailed to me
Rated 1 star out of 5
by Elizabeth MacDonald - Posted on 03 April 2023
I asked the Crocus Practice to email my Addenbrook’s discharge notes to me but was told they didn’t have the technology. That they were often sent by post. Was asked to collect and screenshot them but reminded receptionist that I had a broken arm and could neither drive nor screenshot them. Told to get a friend to collect and do it for me. Friend drove to surgery, waited 20 mins to be told they were at Great Chesterford. No one had bothered to divulge this key piece of information. Papers driven to me. They had been emailed by Addenbrook’s A and E. What technology does the Practice not have that precludes a simple forwarding email? Words fail me
Visited April 2023
Crocus Medical Practice has not yet replied.
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Review titled Very poor culture and management.
Rated 1 star out of 5
by Carey Dickinson - Posted on 04 April 2023
Very sad after many years of fantastic service to say that this practice has deteriorated to unacceptable standards, led by shoddy practice management . I was prescribed the wrong medication for an issue which could potentially have been very serious and was told only take it if strictly necessary because it was a waste of NHS resources. In fact, I should have been told to take a totally different medication prophylactically immediately to prevent potential sepsis. When I (admittedly very cross) complained to the practice manager(who strolled in late carrying coffee and sandwiches), I was not listened to and received no apology. I have noticed a culture recently of a failure to listen and of a grudgingness to release appointments at all, even when necessary. No-one seemed to be aware of my history which has justifiably made me anxious. I believe all this is unsafe practice and I have been deeply shocked by my experience. It is also totally unacceptable to be ten days late with repeat prescriptions. There are still some good practitioners here, but there are being inadequately managed.
Visited April 2023
Crocus Medical Practice has not yet replied.
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Review titled Appalling service standards
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
i've been a patient at this prescribe for fifteen years and seen the deterioration in service, professionalism and care. I have a simple request, periodic repeat prescriptions. they had an online system which worked that was changed and the new system is no longer accessible ( airmid) and is utterly useless. i recently spent four hours waiting to get through on. the phone to be told by the receptionist I should complain because the it is rubbish and that as a " special favour" she'd process my repeat over the phone. I've also needed an x Ray and had that cancelled multiple times till I just gave up. I've had care advice from a " specialist " which directly contradicts previous " specialist " advice. My online repeat prescription still isn't sorted so I have to go thru the whole phone nonsense again, all to have to deal with really unpleasant pharmacy staff This practice is awful, they have no standards and no ability to do anything other than constantly firefight... in a really difficult health landscape right now, they are making things far, far worse.
Visited March 2023
Crocus Medical Practice has not yet replied.
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Review titled Horrendous phone service
Rated 2 stars out of 5
by Anonymous - Posted on 07 March 2023
Spent 2 hours on hold waiting to speak to the dispensing team as had an urgent problem with medication for a parent - started at number 3 in the queue. No updates, and in the end had to ring off as had meetings to go. 2nd time, was only able to hold for 1 hour before having to ring off again. Absolutely no feedback in all that time on whether you had moved up the queue or if they even knew you were waiting, just the horrible on hold music. This really is not acceptable. Admin in general leaves a lot to be desired.
Visited March 2023
Crocus Medical Practice has not yet replied.
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Review titled Not enough joined up thinking
Rated 1 star out of 5
by Mr Jason Stinton - Posted on 07 March 2023
Everyone realises that Drs are under extreme pressure, but a lack of joined up thinking really seems to be affecting this Surgery. A triage system was installed, then removed. Changes to prescriptions, leaving people short of medication, do not get resolved until the patient tries to collect. This means weeks without medication as alternatives are hard to come by. Surely the Dr should talk to the pharmasist, or vice versa, when a shortage is known? The surgery management is really poor, whilst the Drs and Nurses try their best.
Visited March 2023
Crocus Medical Practice has not yet replied.
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Review titled Excellent care always
Rated 5 stars out of 5
by Eleanor Humphries - Posted on 09 March 2023
I requested an appointment online for my husband. Within hours, i has given an appointment for two days later - this morning. We were seen immediately on arrival, treated very efficiently and kindly. We have come home reassured and very satisfied, as we always are . Phone consultations are also very efficient and pleasant.
Visited March 2023
Crocus Medical Practice has not yet replied.
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Review titled Excellent ability to book an appointment
Rated 5 stars out of 5
by Kerry Hill - Posted on 02 March 2023
I called this morning to book an appointment, and was prepared to be turned away due to the sheer volume of patients needing to see a doctor. Instead, I was blown away at how quickly the phone was answered. The lady I spoke to was incredibly kind and compassionate towards me, which really put me at ease. She booked me an appointment straight away for the same day. I wanted to congratulate all the staff at the surgery, you are all wonderful and we are lucky to have you in Saffron Walden. Keep doing what your doing. There are so many appreciative people within our community. Kerry Hill
Visited March 2023
Crocus Medical Practice has not yet replied.
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Review titled Crazy System
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2023
Turned up for my appointment (non urgent) at 9:40 was seen at 10:35. Reception staff were great and told me that the appointment was with a duty doctor who prioritises patients in order of urgency. Had not been told this previously and would not have made appointment on this basis had I known since I had explained my condition and it was clearly not urgent. The current system is that you phone at 8am, hold on for 10+ minutes (I was no 25 in the queue) and then accept gratefully any appointment given, knowing how overworked and understaffed the practice is. If the appointment is with the duty doctor and you are unlikely to be seen at your allotted time, patients must be told in advance to be prepared for a wait. They can then accept or turn down the appointment depending on their circumstances. There should also be a system whereby patients can be seen for non-urgent appointments at a later date without having to call back every day to see what is available. I recognise the strain medical practices are under but the current system is well and truly broken.
Visited March 2023
Crocus Medical Practice has not yet replied.