Darwin Medical Centre - Ratings and reviews
Reviews
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Review titled Impossible to get past reception
Rated 1 star out of 5
by A Patient - Posted on 05 April 2024
After e mailing my medical issues I was contacted due to a nurse believing it was urgent I have a meeting with a doctor! However on trying to actually make an appointment it is not possible until May 15th 2024? By which time I imagine I will have been admitted to hospital! I pay for this service via taxation yet cannot access it?
Visited April 2024
Review titled Darwin Medical Centre
Replied on 09 April 2024
Good morning, thank you for taking the time to write a review about the service you have received. I would welcome the opportunity to discuss your particular situation to understand specifically what has happened and can be contacted via the main telephone number or alternatively if you would prefer to email the practice at darwinmedical.practice@nhs.net with details of your experience I will carryout an investigation so we can take learnings for the benefit of all our patients. Karen Cooper-Sollom Patient Liaison Officer
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Review titled Felt humiliated
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2024
In menopause and went for help and left feeling humiliated. The doctor didn’t listen at all and when I asked for a hormone test I was asked to test for what? Possibly the most patronizing GP I’ve ever spoken to. I have had issues previously with an autoimmune problem and was told that was tested 12 months prior and was fine! The doctor didn’t listen talked over me and was extremely dismissive. The blood test he did agree to do (for ongoing autoimmune problems) I didn’t stay to book Very very rude doctor who couldn’t have been more obvious that he didn’t care and was superior I left tearful and embarrassed
Visited February 2024
Review titled Darwin Medical Centre
Replied on 06 February 2024
Dear Patient, Thank you for taking the time to write a review about your recent experience here at the practice, and I am sorry to hear that the service provided by a member of our clinical team did not meet your expectation. I understand and respect you wish to register your dissatisfaction anonymously but it would be extremely helpful if you would contact me at the surgery to discuss in confidence your specific experience, so I can investigate this further and take learnings. Our contact details can be found on our website. Karen Cooper-Sollom Patient Liaison Officer
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Review titled Excellent patient service
Rated 5 stars out of 5
by DAVID - Posted on 13 January 2024
I have seen many negative reviews but I personally can say I have received excellent service from this practice. I recently had to call for an appointment either face to face or by telephone. I was in the queue as many have expressed and it may take a few minutes to go up to being next, but that can only be expected with a very busy practice. It didn't take long to have my call answered. I telephoned at about 9.15am. I spoke to the receptionist to request an appointment on the same day and I was offered a telephone appointment sometime around 10am. I received that appointment call at about 10 past 10am. My problem was dealt with and the medication I needed was sent round to my pharmacy. In this and recent other recent experiences with this practice I cannot agree with the negative reviews that I have seen on here. The service I personally have received has been 'excellent' and I can only praise the staff for the hard work they put in deally with a higher demand for our services. The staff were polite and tried and successfully resolved my problems usually within a day or the need for a routine face to face appointment. I understand that sometimes I have to wait for a routine face to face appointment for not so urgent issues, but for urgent issues I have received urgent same day appointments. So I can only give this practice a 'highly positive' review.
Visited January 2024
Review titled Darwin Medical Centre
Replied on 16 January 2024
Hi David thank you for taking the time to write a positive review about the service you have received from the team here at Darwin Medical Practice. I am pleased to hear that we met your expectation and that we were able to offer you a suitable appointment. Karen Cooper-Sollom Patient Liaison Officer
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Review titled Telephone Reception
Rated 2 stars out of 5
by Michael McNally - Posted on 08 December 2023
I have tried over the last few days to get through to telephone reception. I either get a busy tone or I am 14th in the queue which means at least over half an hour before I can speak to someone. When I have gotten through in the past the reception team have been very pleasant but the response times are ridiculous not to mention the the time it takes to speak to or see a clinician.
Visited December 2023
Review titled Darwin Medical Centre
Replied on 12 December 2023
Good morning, Michael thank you for your review regarding the wait time to get through to the practice. We are aware of the delay on occasion to get through the practice and have been analysing the number of calls received and we are flexing our resources to accommodate demand, however we have also experienced some higher than expected levels of absence amongst our reception team that impacts our ability to meet demand on every occasion, and for this we apologise. We are looking at other ways our patients can contact us including reducing the wait time of calls by allowing calls to route to the most appropriate person here at the practice who can help. I will share your feedback with our Business Operations Manager who is responsible for the reception team. Karen Cooper-Sollom Patient Liaison Officer
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Review titled useless
Rated 1 star out of 5
by Anonymous - Posted on 27 May 2023
takes 30 to 40 minuets to answer the phone appointments are always 4 to 5 weeks away,as for sick notes do not bother using online form they either loose it or don't get back to you,as for complaining don't bother all you get is excuses witch is never there fault,
Visited May 2023
Review titled Darwin Medical Centre
Replied on 13 June 2023
Dear patient, thank you for taking the time to provide your feedback. I am sorry that you feel the service you have received from the team here at the practice has not met your expectations. In some instances patient's will be asked to make an appointment when they are requesting a fit note, this is so a clinician can assess the medical needs of the patient and ensure appropriate treatment and support is being given. We are working with our reception team to address the wait times on the phones and have recruited a number of new receptionists recently, who will need time to train and get up to speed with protocols etc before they become fully proficient in their role. With regards to complaints, I would welcome the opportunity to discuss your particular concerns directly and can be contacted on 01543 682654 - Karen Cooper-Sollom Patient Liaison Officer
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Review titled very confusing
Rated 1 star out of 5
by tony h - Posted on 31 May 2023
after spraining my knee i filled in a online fit note after waiting over a week i contacted Darwin to find out whats going on and why they haven't got back me regarding the matter.I was then informed with no reason given that they will never ever give me a online fit note and i had to either walk down (no regards to my knee and discomfort)or phone so after a long wait on the phone got a appointment for 4 weeks away.
Visited May 2023
Review titled Darwin Medical Centre
Replied on 13 June 2023
Hi Tony thank you for taking the time to write your review and bringing your experience of using the online service to our attention. My name is Karen Cooper-Sollom and I'm the Patient Liaison Officer here at Darwin Medical Practice, in my role I deal with feedback from patients and welcome the opportunity to discuss individual situations so I can understand them in more detail and look for ways to learn and improve the service we provide. I am sorry that we did not meet your expectation when you requested a fit note via the website, but would like to explain why in some situations we may take a different route to supporting patients. If a patient requests a fit note and they either haven't been seen in surgery by a clinician with their health problem or there is no supporting paperwork from a third party health provider ie A&E then the clinician may ask to see the patient to assess their medical needs and ensure they are receiving the appropriate medical care and support, this may include issuing a fit note and the clinician may discuss and put additional supportive measures in place to help with the patient's recovery. As mentioned earlier I am more than happy to discuss your particular situation directly so please feel free to either call me on 01543 682654 or email patientliaison.darwinmedicalpractice@nhs.net detailing your specific experience. Karen
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Review titled Ridiculous on the day appointment system
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2023
The on the day urgent appointment system is ridiculous. I was offered an appointment time and explained I have to do the school run to be told by the receptionist that “the doctors expect you to be up, dressed and ready to attend the first available appointment” - how can you be ready when you don’t know when your appointment will be! What about those patients that have to walk or rely on public transport? How are they supposed to accept the first available appointment if you are only giving 30/40mins notice? The surgery doesn’t offer appointments on the day to fit in with working hours or school runs you have to take the first available or that is it! I’ve been told in the past if I’m well enough to go to work then it isn’t classed as urgent for that day! People can still attend work even if they are unwell! For example if I had a UTI and needed medication I see that as an urgent need because I have an infection but it doesn’t make me unwell enough to warrant a day off sick! I am aware of the community pharmacy consultation service for minor ailments but they can only prescribe basic medication for something like a UTI and as I’m allergic to the basic medication I have no choice to go through the surgery. Because of their ridiculous policy of first appointment or nothing I have had to on occasions request telephone appointments instead. I have been told they don’t offer telephone appointments for things like suspected infections anymore due to guidelines but when I pointed out that I am aware of other surgeries which still offer telephone consultations if patients aren’t able to attend because of work etc suddenly I can have a telephone appointment! Reception staff are rude, the telephone system is great at 8am but any other time of the day if you are ringing with a query you normally have to wait 20-30 mins to get through. Certain doctors are awful, they don’t listen to what you go in for, their consultation records are appalling - they document incorrect information e.g left side instead of right side despite having done an examination. Certainly wouldn’t recommend to anyone and I will be looking at moving myself and my family elsewhere.
Visited January 2023
Review titled Darwin Medical Centre
Replied on 13 June 2023
Dear patient, firstly apologies for the delay in responding to your review, I've unfortunately been away from the office for an extended period of time. Thank you for taking the time to review the service you received and I would welcome the opportunity if you feel it's appropriate to discuss this with you? We are aware that sometimes although patients need to see a clinician on the day that other commitments ie child care, carers responsibilities don't allow patients to attend clinic in a short space of time, something our management team are considering how we flex our service to accommodate these type of situations, whilst balancing our urgent on the day appointment availability for patients who can attend and require immediate medical treatment. I can be contacted on 01543 682654 if you wish to discuss this further. Karen Cooper-Sollom Patient Liaison Officer
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Review titled They don't care about you
Rated 1 star out of 5
by philip hawkley - Posted on 10 December 2022
I phoned for an appointment as i'm unwell. Was told i would have to wait over 4 weeks was asked personal questions by receptionist and phone was put down on me abruptly. I can't see how this kind of behaviour is tolerated by the NHS
Visited December 2022
Review titled Darwin Medical Centre
Replied on 13 December 2022
Hi Philip I am sorry to hear that the service you received from the team did not meet your expectation and I would welcome the opportunity to discuss this in more detail so I can thoroughly understand your experience. I can be contacted via the main practice number or via email patientliaison.darwinmedicalpractice@nhs.net. Karen Cooper-Sollom
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Review titled Good service
Rated 4 stars out of 5
by Anonymous - Posted on 03 August 2022
I understand booking a routine appointment can be a challenge at times, but i recently came out of hospital after being very poorly. I started to have a reoccurrence of my symptoms and contacted the practice for a telephone appointment at 8am and was fourth in the queue. The call didn't happen until late afternoon, but on describing my symptoms an appointment with a doctor was made within two hours of the call. Tests were arranged very quickly and a follow up appointment was arranged within two days of the doctors appointment. I have at times had to wait in the 'queue' to have my call answered but I can honestly say the service I have received from all involved has been good. I have been with this practice for many years and I have noticed changes in the length of time for appointments but these are changing times where the demand for medical services has increased. I experienced that waiting for 999 services. Overall I haven't really had any bad experiences so from a personal note can only say the practice and its doctors under the increasing demands they have, have dealt very well with me, and I am thankful for the good service I have received.
Visited August 2022
Review titled Darwin Medical Centre
Replied on 04 August 2022
Thank you for taking the time to write your review of the service you have experienced from the team here at Darwin. We apologise for the phone queues being experienced by our patients and to let you know we are aware of the impact this has and are working on a solution but unfortunately we currently have 3 vacancies in our reception team that we are currently recruiting for. We have recently held 3 rounds of recruitment but have not been able to recruit suitable candidates to fulfil these vacancies. We are committed to improving response times and are continuing to work on it. We also have to follow NHS guidance for Covid, our staff are required to test regularly and any staff testing Covid positive have to isolate for 10 days (protecting both patients attending the practice and ensure the rest of the team remain well enough to continue providing the service) but this obviously has an impact on our staff levels. I'd like to acknowledge your appreciation and understanding regarding the increased pressures on the NHS services, including primary care. We are monitoring our appointment provision regularly and adapt our systems as demand changes to use our available resources as effectively as possible. Thank you again for your positive feedback and to let you know I will be sharing it with the wider team here at the practice. Karen Cooper-Sollom Patient Liaison Officer.