Crown Heights Medical Centre - Ratings and reviews
Reviews
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Review titled Speedy Response to EConsult Request
Rated 5 stars out of 5
by Sue Camm - Posted on 11 August 2023
Having completed an EConsult form just after 8am yesterday morning, I got a call back in less than an hour. I spoke to a friendly practise assistant who asked if I could come in for an appointment later that day. My appointment was bang on time and the GP I saw was really nice. Made me feel comfortable and relaxed and quickly diagnosed my health concern. I was given some advice and a prescription. I was very impressed with the speed of response and with everyone I dealt with.
Visited August 2023
Review titled Crown Heights Medical Centre
Replied on 15 August 2023
Dear Mrs Camm Thank you for taking the time to provide us with your positive feedback, which I know will be appreciated by the team. Kind regards Paul Butterworth Practice Manager
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Review titled Cancellation of appointment
Rated 4 stars out of 5
by N Hamilton - Posted on 30 June 2023
I attended the surgery on 28th June. I arrived 10 or 15 minutes early for my appointment. Having waited for 45 minutes without being called, I spoke to the reception staff who informed me that the GP for whom I was waiting, had not arrived. I find it almost impossible to believe that, by 0930, no one in the surgery was aware that a member of staff had not arrived. I returned home, stressed and angry.
Visited June 2023
Review titled Crown Heights Medical Centre
Replied on 07 July 2023
Dear Mr Hamilton Thank you for your feedback, and I'm sorry you were inconvenienced by the non-attendance of a locum. We do have an arrival checking method in place, which unfortunately wasn't followed by the person deputising for the usual member of staff with that responsibility, due to a separate staffing issue. Thank you for making us aware and we are looking at how we make our locum arrival check more robust. Kind regards Paul Butterworth Practice Manager
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Review titled Not happy
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
I am so fed up of never having a chance to make an appointment. The e-consult is rarely available. When you do get through to someone, they now choose when you see a Dr, and you have to make it whatever plans you have. All I want is a little bit of control over when I make an appointment again. Latest appointment is a telephone appointment booked at any time during a day when I work from 8am to 6.30pm and is something I do need to discuss with a Dr, but not something I can take a day off work for.
Visited April 2023
Review titled Crown Heights Medical Centre
Replied on 20 April 2023
Dear Patient Thank you for your feedback. We do understand that our patients would like to chose their appointment time, but unfortunately to make use of our appointments fully we need to allocate times, very much in the way the hospital does - which seems to be acceptable to the vast majority of patients. We will contact you to advise an appointment has been booked, and we would suggest you either at the time of raising the eConsult or by replying to the text we send you let us know the best time to call you. We can't guarantee we will be able to meet that time but we will advise the clinician who is due to contact you. Thanks again for your feedback. Kind regards Paul Butterworth Practice Manager
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Review titled Poor Management/ Service
Rated 1 star out of 5
by Priscilla - Posted on 27 April 2024
My child has a problem with the vision which requires an ophthalmology to assess him. I made an online request for referral and after five working days I didn't have any feedback so I followed up with phone calls and I was informed a doctor will contact me and yet nothing. Also, my child school requested for a doctors report regarding the child's allergy record and instruction from a doctor on how to administer his medication in an event of emergency. I flagged on the report that the school urgently needs the details because without an instruction the school will be unable to assist as required. I called the GP several times chasing up for the report and every time I call, they give me excuses. Communication with the practice is extremely disappointing. It's shocking how they've never been able to assist my family and I and I have to bypass to the main hospital or use Google for assistance.
Visited April 2023
Review titled Crown Heights Medical Centre
Replied on 29 April 2024
Dear Priscilla I'm sorry that you have found it necessary to complain about the service from the surgery. Unfortunately, as you haven't left your surname, I can't identify who you are and look into the concerns you've raised. If you would please email hiowicb-hsi.crownheightspatients@nhs.net with your details and we will look into and respond. Kind regards Paul Butterworth Practice Manager
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Review titled Disappointing appointment with Nurse
Rated 3 stars out of 5
by John Young - Posted on 25 March 2023
I recently attended my practice provisionally for a diabetes review, I have had a couple of these before with a person who, regrettably is no longer with the practice. Unfortunately, I found her replacement not to be anything like as helpful as she was. Her manner being very abrupt and over efficient and not a friendly easy experience for myself. She did not face me when asking questions but rather had her eyes on the screen in front of her. I feel she needs to practice her personal skills and interact with patients more .
Visited March 2023
Review titled Crown Heights Medical Centre
Replied on 29 March 2023
Dear Mr Young Thank you for your feedback, and I am sorry that you were disappointed with your recent consultation. We will discuss the points you've raised with the Nursing team. There is so much information the team need to capture that it can be all too easy to focus on the questions that need answering on the screen, which can of course leave a lack of engagement with you, the patient. Our Lead Nurse recognises this and will discuss with the team how they can interact more with the patient whilst capturing the information needed. Thanks again for your feedback. Kind regards Paul Butterworth Practice Manager
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Review titled Appointment System Practice Lead
Rated 3 stars out of 5
by Nadia Harvey - Posted on 22 March 2023
I am full time carer for partner with Alzheimer's - unable to book a e consultation until tomorrow morning and it has to be 8am!! This system is not patient lead ....all of Britain has to ring or fill e consultation for triage at 8am ...the reality of caring for someone with no language and very advanced Alzheimer's is that one may not be able to undertake suck tasks at 8am !?! So we may miss another day of appointment as clearly surgery is overstretched - I have to add when seeing gp they all have been outstanding...but can some thought given to Carers and very vulnerable adults
Visited March 2023
Review titled Crown Heights Medical Centre
Replied on 29 March 2023
Dear Nadia Thank you for your feedback, and I'm sorry that you've had difficulty in obtaining an appointment. I've checked with our Frailty Team who would co-ordinate care with you and your partner, and I'm afraid they don't recognise your name, and you don't appear to be registered here as a patient. If you could please contact me via our web site with your partner's name I will ask the team to contact you to establish how we can help. Kind regards Paul Butterworth Practice Manager
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Review titled Always Responsive
Rated 5 stars out of 5
by Paul Wilson - Posted on 29 March 2023
I had an appointment at Crown Heights with a practice nurse to review my condition. The appointment was bang on time. The nurse was very professional but friendly and the outcome was great. I came away very satisfied and mentally lifted. I’ve never had an issue with Crown Heights. Last week I used the Patient Access app to order my prescription around 10am. At 2pmI received a text from my pharmacy to say it was ready to pick up. Outstanding.
Visited March 2023
Review titled Crown Heights Medical Centre
Replied on 29 March 2023
Dear Mr Wilson Thank you for taking the time to let us have your positive feedback. It is very much appreciated, and I'll make sure the whole team is advised. Kind regards Paul Butterworth Practice Manager
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Review titled Supportive GP practice
Rated 5 stars out of 5
by Anonymous - Posted on 17 January 2023
The team of GP and support staff are providing a very supportive service during a particular period of ill health. They respond promptly to e-consults and have given me the face to face time when I've needed it. I would recommend Crown Height Medical practice to others.
Visited January 2023
Review titled Crown Heights Medical Centre
Replied on 19 January 2023
Dear Patient Thank you for taking the time to send us your positive feedback, which I know the team will appreciate. I will ensure they are all made aware. Thank you again. Kind regards Paul Butterworth Practice Manager
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Review titled Failing NHS System
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2022
This practice has been going downhill over the last 3 years and is now at an all-time low. I am now unable to telephone the surgery to even request a doctor call-back let alone have a face-to-face appointment! I now have to call 111 in order to wait all day for a doctor call back for an urgent condition. This situation is truly unbelievable, its like going back in time 100 years!
Visited December 2022
Review titled Crown Heights Medical Centre
Replied on 03 January 2023
Dear Patient Thank you for your feedback and I am sorry that you have had difficulty getting an appointment. Since the 17th October 2022, we have changed the way we manage our appointment system, and you may have missed the detail on our web site. In addition to using eConsult in the way we historically did, we have introduced eConsult for all telephone calls received requiring clinical input. Our Patient Access Administrators collect summary information from you, which is passed to a Clinical Triage Team. They triage all patient requests, whether online or telephone, and they offer the most appropriate appointment or service for your needs, taking into consideration any preferences you may have. We aim to triage all requests the same day if received before 4pm. This means that the need to call at 8am to secure an appointment is removed, as all requests for clinical contact will be triaged throughout the day. Our objectives were: 1. To re-instate the on the day/pre-bookable service the surgery previously employed, which many of our patients say they valued whilst maintaining the triage process that our GPs consider essential to enabling them to manage their workload. This means that patients with less urgent clinical concerns may have to wait for a couple of weeks. 2. To optimise the use of GP time. Not all clinical work needs to be directed at GPs. Contacts that can be directed to other clinical professionals or where information can be supplied by GP administrative support ensures the skills of our GPs are most appropriately used. What can happen on any given day is that we receive more eConsults than we have appointments available, and we therefore have to close access to the system. This then means you are asked to call us and if you believe the matter is urgent we ask you to call 111 who can assess you, which our Patient Access Administrators can't. If they then feedback you need an appointment urgently we utilise a protected 111 appointment for you. To ensure you don't experience the need to call we recommend you complete an eConsult online from 8am. I hope this clarifies matters for you and thank you for bringing your concerns to our attention. Kind regards Paul Butterworth Practice Manager
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Review titled Worst service ever "do not use"
Rated 1 star out of 5
by Anonymous - Posted on 23 December 2022
I put a request in over 2 weeks ago to speak to a Dr regarding an Rx and/or being referred to private care. This is regarding incredibly high diagnosed blood pressure. After over a week of not hearing back I called and was told the request was sat with one of the medical secretaries and I had to call them back another day. I then called them the following day and was told yes they had it but there was nothing they could do I had to do an e consult. So I the next day tried an e consult which could handle my concern as it is so limited in options. So I called the surgery again. This time they told me that of course econsult wouldn't work and I had to go online again and put in an administration request. On asking if they could help on the phone I was told that isn't what they do. I have to do it online. So I put in an admin request stating quite clearly it is about medication for blood pressure or asking for a private referral . Nothing for 4 days so I call. They say that a call has been booked for the 13th of January. If I'm not happy with that then I have to wait until next Wednesday and do another econsult but it won't make any difference. This standard of service is beyond unacceptable and any excuse of still using covd as an excuse is ridiculous for such poor service or not seeing people in a timely fashion if at all. Other areas of the NHS are working fine now and caught up etc. I will said (and will) I will be reporting them to the cqc and gmc or nhse. I urge people not to join this surgery.
Visited December 2022
Review titled Crown Heights Medical Centre
Replied on 10 January 2023
Dear Patient Thank you for advising us of your concerns. I’m sorry it was necessary for you to complain about the service from us. Albeit you posted your comments anonymously we have been able to identify the circumstances relating to your concerns. I’m afraid that we don’t have record of your initial communication regarding a request to speak to a GP regarding a repeat or request to be referred privately. We can see that one of our Medical Secretaries advised you to raise an eConsult following a call you made to us or if you were unable to do so to call us. In fact, she could have put this request through herself to the Triage Team but was unaware that was an option to her. We have ensured our Medical Secretaries are now aware of this. I apologise for any delay this caused. When you then called you advised our Patient Access Administrator (PAA) you had been advised to call us, she checked your records and advised an eConsult was recommended but we had reached capacity for the day so eConsult was not available and asked you use eConsult the next day and explained we do ask people who can access the system to do so themselves. I can’t from the call identify where she confirmed she had any detail about your referral request nor that she said there was nothing she could do. You called back the following day as you found eConsult didn’t give you the options you wanted. I can’t identify from the call where our PAA told you that of course it wouldn’t work but she did advise you to use the administrative option if you couldn’t match with the options presented by the system. I am sorry that our PAA didn’t contact you on 20th December to advise that an appointment had been booked for you with Dr Sijbers on 13th January, resulting in you calling in on 23rd December to have this confirmed. We have reminded the team of the importance of closing every eConsult fully. I have asked our triage team if they recollect your eConsult, which they don’t but they both on reading it again confirmed they would have treated your request as routine and would have asked for it to be booked with Dr Sijbers as requested by you. As you maybe aware at that time we, and all other surgeries, were advising patients that anything of a routine nature was being deferred to post the New Year because of the prevalence of Steph A. So when our PAA came to book you an appointment she knew it would be the New Year and then because of Dr Sijbers’ leave the earliest available date was 13th January. I note that our PAA during the call on 23rd December when you expressed your concern that your appointment was on 13th January did advise that if you felt your concern needed upgrading from routine to urgent, you should resubmit an eConsult on Wednesday 28th December, the next day we would be open, and that would be re-triaged by the team. I trust the foregoing answers the concerns you raised, and thank you for bringing them to my attention Kind regards Paul Butterworth Practice Manager