Cross Street Surgery - Ratings and reviews
Reviews
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 29 April 2024
Unlikely to get an appointment and picking up a prescription is a disgrace. You have to stand outside at a window for the duration; shout your name and any other information through a crackly intercom (with no consideration of data protection) and then retrieve your prescription through a hole in the wall. I have witnessed an elderly lady being unable to use the intercom left outside confused whilst the staff in the pharmacy refuse to do anything except shout instructions at her through the window. I was disgusted.
Visited April 2024
Cross Street Surgery has not yet replied.
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Review titled Unable to get appointments
Rated 2 stars out of 5
by Anonymous - Posted on 11 April 2024
It is impossible to get an appointment at the surgery, I call up at 8am and it instantly says I’m in a que, I do the ring back service and eventually get a call back around 1-1.5h later. To then be told that all of the appointments have gone and to try again tomorrow. After repeating this over the next few days, I eventually call 111 who then emails the surgery to request that I get seen within 6 hours or alternatively have to go to the walk in centre. It’s just not good enough. This is not a one off occasion either, it happens time and time again. You either need more doctors or stop taking on new patients and deal with the ones you already have. I also popped down to the surgery yesterday at 5:25pm to pick up a form but the doors were locked and no one was answering even though it stated that you were open until 6:30pm.
Visited April 2024
Review titled Cross Street Surgery
Replied on 17 April 2024
Dear Anonymous, Thank you for sharing your experience with us. We sincerely apologise for the inconvenience you faced in trying to secure an appointment at our surgery. We understand the frustration caused by the long waiting times and the inability to access timely care. This falls short of the standard of service we aim to provide to our patients. The demand for our services is at an all time high and unfortunately due to this our appointments do get booked very quickly. We acknowledge that there is an unmet patient need. Please be assured that we are actively engaged in enhancing our appointment system to ensure that all our patients receive the attention and care they deserve. In response to the feedback we have received, we have recently conducted a comprehensive review of our appointment booking system. As a result, we are implementing changes to make face-to-face appointments available for online booking every day, starting at 6:30 am. This adjustment is designed to reduce queuing times on the phones at 8 am and enhance accessibility for our patients. Furthermore, we are currently in the process of updating our GP (General Practitioner) and PA (Physician Associate) appointments to ensure that advance appointments are available at all our locations. We have successfully piloted this updated system at two of our surgeries, and our aim is to roll it out across all our sites. Patients will receive a text message notification when this new system becomes available at their surgery. We would like to extend our apologies for the locked doors and the unresponsive service during your visit. This is certainly not reflective of our usual operations, and we are investigating this matter to prevent similar occurrences in the future. We appreciate your patience and understanding as we work to enhance our services. If there is anything else you would like to discuss or if you require further assistance, please do not hesitate to reach out to us directly. Sincerely, Sarah, Patient Engagement Officer Willows Health
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Review titled Poor duty of care.
Rated 1 star out of 5
by Deb - Posted on 18 March 2024
My mum is a patient at this doctors and has been struggling to get an appointment even when the doctor has requested to see her. My poor is having re-occurring falls and needs to see a doctor to check her knee and swelling and discolouration on her skin. I visited the dishley grange practice today to try and get an appointment. No appointments available for the rest of March and the rota isn’t out for April yet, so need to ring everyday to try and get an appointment. Absolutely ridiculous.
Visited March 2024
Review titled Cross Street Surgery
Replied on 21 March 2024
Dear Deb, Thank you for sharing your feedback regarding your recent experience at the Dishley Grange practice. We are truly sorry to hear about the challenges your mother has faced in trying to secure an appointment. At Dishley Grange practice, we strive to provide timely and comprehensive care to all our patients. However, like many healthcare facilities, we often encounter challenges in balancing the high demand for appointments with our available capacity. This can sometimes result in limited appointment availability, as was the case during your recent visit. We usually have schedules available for GPs up to two weeks in advance, and for Healthcare Assistants, Phlebotomists, and nurses up to three months in advance. We do not pre-book GP appointments for more than two weeks to accommodate changes in schedules due to clinics, GP availability, and sickness, making it easier to manage and preventing patient disappointment. We understand the frustration and inconvenience caused by the unavailability of appointments, especially when urgent medical attention is required. We are continuously working to optimise our appointment scheduling processes and maximise our capacity to accommodate the needs of all our patients. Your feedback serves as a valuable insight into the areas where we can improve our services. We are committed to addressing these challenges and exploring ways in which we can try and ensure that every patient receives the care they need in a timely manner. We appreciate your understanding and cooperation as we strive to enhance our appointment booking system and better manage the demand for appointments. Rest assured that we will try our best to offer the best service we can with the resources at our disposal. If you have any further concerns or require assistance in booking an appointment for your mother, please do not hesitate to reach out to us directly, where a member of our team will be able to assist you and direct you to the appropriate clinician or service. Your well-being and satisfaction are our top priorities, and we are here to support you in any way we can. Thank you once again for sharing your feedback with us. We hope that your next interaction with us is much more positive. Warm regards, Sarah, Patient Engagement Officer Willows Health
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Review titled Waste of space on Planet Earth.
Rated 1 star out of 5
by Rammah Taan - Posted on 07 July 2023
I had an appointment at 09:20 for my asthma review. I made arrived to the front desk at 09:36. They booked me in, and asked me to wait. At 10:04, I checked again with front desk manager to make sure I am being registered. At 10:06 she tells me that the doctor wants me to rebook because I was late and she cannot fit me in. We are lucky that creatures such as this doctor/nurse didn't come in direct contact with me. Anyway, I will not reschedule, and let's see how this matter will end. I'm intrigued. Rammah
Visited July 2023
Review titled Cross Street Surgery
Replied on 11 July 2023
Dear Mr Taan, Thank you for taking the time to leave feedback. Your comments are greatly appreciated and will help us improve our services. I’m sorry to hear about your experience. It can be frustrating when appointments don't go as planned. An asthma review appointment usually requires a 20-minute slot. Your appointment was booked for 09:20 and your arrival into practice according to our records was 09:36. It is important to arrive on time for your NHS appointment as the healthcare provider may have a tight schedule with other patients to attend to. Arriving late could cause delays and inconvenience for other patients who are scheduled after you. Additionally, arriving late may mean that you have less time with your healthcare provider, which could affect the quality of care you receive. It's always a good idea to arrive a few minutes early for your appointment to ensure that you have enough time to ‘check in’ and to avoid any delays. I am sorry that there was a delay in informing you that the Nurse had advised you to rebook your appointment. If you would like, I would be happy to help you find another suitable appointment for your asthma review. If you have any other questions or concerns, please feel free to share them with me. Again, we appreciate your feedback and are grateful for your support. Thank you for sharing your thoughts with us. Best wishes, Kara Patient Services Officer.
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Review titled Appalling services
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
It really is impossible to get through to the surgery. I had 3 days of trying to get through at 8.30am and each time there were no appointments available when it finally got answered. I had a chest infection, had tried 111 online who confirmed I needed to be seen that day but was told by the surgery that I just had to try again the next day at 8.30am. I finally got through to speak to someone on 111 and they arranged an appointment at A&E because I needed to be seen urgently.
Visited December 2022
Review titled Cross Street Surgery
Replied on 02 March 2023
Dear Patient, Thank you for taking the time to provide feedback on Dishley Grange Medical Centre - Cross Street surgery. I am so sorry to hear about your negative experience with practice. Appointment access is a national issue and we acknowledge that there is an unmet patient demand. Please be assured that your feedback will be passed onto the team and that we will continue to audit and review the number of appointments offered against the NHS recommended guidelines. Again, I am sorry to learn of your experience. This is not the service standards that we strive to offer. We will continue to try and offer the best service we can with the resources we have at our disposal. Thank you again for your feedback. Kindest Regards, Patient engagement team.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2022
Trying to get through on the phone is a nightmare, any time of day. I’ve never waited less than 45 minutes. My Son was 1st in the queue to be answered for over an hour one time. That shows they just don’t answer the phones at times. Another time, my Son had been in the queue for over almost an hour then I decided to try, he was 13th in the queue, but when I rang I jumped in front of him to number 7. So you can be in the queue for a very long time whilst others can phone up & jump the queue because their system clearly doesn’t work properly. This was reported. They also say that they can’t do anything about appointments until you’ve told them you’ve tried for about 4 days in a row. I assumed every surgery should have emergency appointments but clearly they don’t. But, if you insist in reception, they end up doing something, which just shows they can, but choose not to. Plus, when you email them, they almost never respond. Also, if you’re a diabetic, this is not the surgery to be at. But, there are a few very good Drs if you manage to get an appoint. And there are 1-2 very nice receptionists if you manage to speak to them who will do as much as they can to help. It’s the rest that lets them all down. The app is pointless for appointments also. They can all pre-book, but reception try their hardest not to. It does get extremely frustrating when they always end up saying, ring 111. Turns out, they have spare appointments reserved for patients that call 111 & they can book an appointment for you at your surgery for the same day. Unfortunately not everyone has the means to travel further than their local surgery & they tell you to get a cab like everyone can afford it no problem which I find out of order. If I could get to other places easily, I would 100% change surgery but I’m stuck. This practice is not ran well at all.
Visited October 2022
Review titled Cross Street Surgery
Replied on 03 January 2024
Dear Patient, We are deeply sorry to hear about your recent experience and the frustration you encountered while trying to reach us. We sincerely apologise for the inconvenience and disappointment caused by the extended wait times and the issues you faced with our appointment system. Your feedback is invaluable to us, and we want to assure you that we take it very seriously. We are committed to addressing the concerns you've raised and improving our services to ensure a more positive experience for all our patients. We would like to investigate this matter further, and we encourage you to reach out to us directly to discuss your concerns in more detail. Our team is dedicated to resolving any issues and ensuring that your future interactions with us are met with the level of care and professionalism that you deserve. Please feel free to contact us directly, and we will do our utmost to address your concerns promptly. Once again, we apologise for the inconvenience you've experienced, and we appreciate your understanding and patience as we work to improve our services. Sincerely, Sarah. Patient Engagement Officer, Willows Health.
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Review titled Appointment impossible
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2022
Not possible to book appointments online through the Nhs App. Willows Healthcare website lacks information - only basic info available including phone, address and opening times - maybe if more information was online, this would alleviate some of the incoming phone calls??? Impossible to get to an appointment - only same-day appointments available, you have to call at 08:30 on the dot and all appointments are still gone! surely if people are able to pre-book an appointment this would relieve a lot of stress for a- your patients and b- your reception staff. Your reception staff must absolutely dread going into work, knowing that they will have the same "sorry no appointments available today, please call back tomorrow morning" conversation potentially hundreds of times. Your current appointment system is not functional.
Visited June 2022
Review titled Cross Street Surgery
Replied on 28 July 2022
Dear Patient, We are very sorry to hear that your recent experience with Cross Street Surgery did not reflect the standards in which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. Our phone lines tend to be at its busiest between the hours of 8.30 -9.30 am and the practice can receive up to 300 calls just in this first hour. We ask patients that require a routine appointment to call in after this time to help relieve pressures off the appointment system. Alternatively, the practice has also introduced the ‘Queue Buster’ option. This option allows you to disconnect your call but will hold your position in the queue. Once a member of our team becomes available the automated system will call you back on your dialled line to connect you with a member of our team. It is our hope that this system, when utilised effectively will help minimise the pressures off our phone lines and help patients with our queueing system. Due to demand in service, our appointments can get booked very quickly. This is due to changes at a national level, unfortunately currently there is little we can do to increase the number of appointments that we offer as this is sadly beyond our control. Nevertheless, we will continue to review our appointment system to see if we can improve the way in which our service is offered. We have recently updated our Willows Health Website, and hope that the new information provided will assist our patients with queries and advice on 'what to do' when the practice is booked to capacity. We would be grateful if you have any further feedback on this to help improve access for our patients. Again, we are very sorry for your experience, and we would like to thank you for your valuable feedback and allowing us the opportunity to reflect on the service that we offer. Yours Sincerely, Cross Street Surgery Patient Service and Quality Team.
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Review titled I just want to see a doctor
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2022
After 17 minutes on hold waiting to ask for an appointment I was told that all the appointments had gone for the day and would need to visit the walk in centre. Luckily I just wanted a review face to face about medication so I can wait but what about people that need to see a doctor? More houses are being built in the village as I type and then what....3 minutes on hold before all appointments are gone? Something needs to change, we are coming out of the pandemic now so how long can we use this as an excuse? My mum who is a cancer patient moved into the village just before Christmas and I daren't let her join your practice because what if she needs to see someone?? Something needs to change
Visited May 2022
Review titled Cross Street Surgery
Replied on 28 July 2022
Dear Patient, We are very sorry to hear that your recent experience with Cross Street Surgery did not reflect the standards in which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. Our phone lines tend to be at its busiest between the hours of 8-9am and the practice can receive up to 300 calls just in this first hour. We ask patients that require a routine appointment to call in after this time to help relieve pressures off the appointment system. Alternatively, the practice has also introduced the ‘Queue Buster’ option. This option allows you to disconnect your call but will hold your position in the queue. Once a member of our team becomes available the automated system will call you back on your dialled line to connect you with a member of our team. It is our hope that this system, when utilised effectively will help minimise the pressures off our phone lines and help patients with our queueing system. Due to demand in service, our appointments can get booked very quickly. This is due to changes at a national level, unfortunately currently there is little we can do to increase the number of appointments that we offer as this is sadly beyond our control. Nevertheless, we will continue to review our appointment system to see if we can improve the way in which our service is offered. Again, we are very sorry for your experience, and we would like to thank you for your valuable feedback and allowing us the opportunity to reflect on the service that we offer. Yours Sincerely, Cross Street Surgery Patient Service and Quality Team.