Elm House Surgery - Ratings and reviews
Reviews
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Review titled Anima not for housebound vulnerable patients
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2024
I cannot praise the professionisn of staff and helpfulness of staff at reception I'm housebound in my 60s and I can't cope with this nrw system. I am incapable of talking or doing much before 1pm and everytime I need to arrange a telephone consultation their capacity is full. I really struggle with the form and just end up giving up I'm someone who should have more contact but this system is putting me off having any contact I do get UTI and become confused. Before Anima I would ring reception and I would talk to duty who would sort out a prescription for antibiotics plus urine test. If I have to negiotate 111, I couldn't do it...and would become more confused. Worried I was told by receptionist to ring reception and see what can be done. This doesn't fill me with confidence. I do miss their econsult system and find the NHS app for repeat prescriptions work well But what's the point of ringing 111 or go to a&e or to be told to come in..if I am trapped on the first floor I worry about other vulnerable housebound and disabled patients including people with mental health issues There are always jokes about GP receptionists but this surgery staff are great. They hold an important link between patients and medical staff I used to trust this practice but do think I need to look elsewhere....I don't feel safe
Visited April 2024
Review titled Elm House Surgery
Replied on 17 April 2024
Dear Patient, we were really concerned to learn from your feedback that you are having such a difficult time using Anima. Please can you ring reception on Tel 020 8650 0173 and ask to speak to me, Geoff Cook (Patient Liaison Officer) so that I can help you with your requirements. If I am unavailable, please ask to speak with the Reception Manager who will be happy to help you. Please be assured that we really do want to help meet your needs and very much look forward to your call so we can assist you. Thank you for taking the time to leave your feedback, it will help us to help you. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Annual asthma review
Rated 5 stars out of 5
by Anonymous - Posted on 03 April 2024
Very good and constructive. The Practice nurse was very helpful in developing a plan to reduce my medication.
Visited April 2024
Review titled Elm House Surgery
Replied on 04 April 2024
Dear Patient, thank you for letting us know that your appointment with the practice nurse went so well. We're really glad you found it helpful and that you have a plan to manage your medication. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Asthma Review
Rated 3 stars out of 5
by Sharon Cook - Posted on 27 April 2024
The asthma review nurse (who I would like to call out by name but apparently this is not allowed) went above and beyond to provide excellent patient care. I had originally gone for an asthma review (the only service that appears to still be bookable by phone) but received great advice on my allergies. The nurse also recommended certain vaccinations ahead of my holidays. It’s great to get this time in front of such an experienced health professional.
Visited April 2024
Elm House Surgery has not yet replied.
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Review titled Impossible to get an appointment with a GP
Rated 3 stars out of 5
by patricia garcia - Posted on 14 April 2024
For the second time I tried to see a GP to deal with a problem I had for month. I was given an appointment to see a PA who suggested I have a urine test (which I had previously). After I had the test I read in the NHS portal: normal, no further action required. Unfortunately, the urine can be clear by my problem subsists. This is the second time I have tried to get to the bottom of the pain in my left fossa. The first was even more Kafkaesque. I think that the anima system is dire.
Visited March 2024
Review titled Elm House Surgery
Replied on 17 April 2024
Dear Mrs Garcia, I am sorry you have not had a good experience from the surgery regarding your health issue. I have discussed this matter with your nominated GP Partner and I hope that the course of action you and I discussed and agreed on the telephone this morning goes some way to restore your confidence in the services we provide. With kind regards, Geoff Cook (Patient Liaison Officer), Elm House Surgery.
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Review titled Treated my asthma
Rated 5 stars out of 5
by Oliver M - Posted on 25 March 2024
Hadn't seen anyone about my asthma symptoms since childhood and it had gotten far worse the last couple of years after just relying a blue inhaler for temporary relief. Made an appointment with the asthma nurse and she took time to ask me about the problems I'd been having with my asthma and how I'd been currently dealing with it. She was able to do tests to determine the severity of my condition which was actually far worse than I had expected. Despite this she provided a plan of treatment and after following this plan for two months it has completely reversed my asthma and has changed the quality of my life immensely. I have managed to double my peak flow and now can go running again without needing to stop to use an inhaler. As I like to play sport and run this has been a massive improvement. The asthma nurse was very knowledgeable and a lovely person to interact with and made me feel completely at ease throughout the appointments helping me to understand things about how to get the medication I needed. Overall an excellent experience and glad I did it.
Visited March 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Oliver M, thank you for leaving your feedback comments about the excellent service you received from our asthma nurse. I'm so pleased that the asthma was able to help you and that her knowledge, manner and experience contributed significantly to improving your health. It's so pleasing to learn that you had such a caring and considered plan of care which has had such a positive affect in your life and that you are able to exercise again. I have forwarded your comments to the clinician in question so she is aware that her help has made a significant difference to you. With kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Great practice
Rated 5 stars out of 5
by Beck - Posted on 13 March 2024
Problems with prescriptions sorted quickly and efficiently. Lovely and caring prescription proffesionals.
Visited March 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Beck, thanks very much for the feedback comments you've made. We're glad to know that you got your prescription problems sorted out and that we were able to help you. With kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Lovely nurse
Rated 5 stars out of 5
by Frances Sproule - Posted on 04 March 2024
The nurse was so kind & helpful. They explained everything to me and talked to me the whole time I was there, and had a genuine concern for my health and wellbeing.
Visited March 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Mrs Sproule, it was ever so nice to receive your comments! Thank you for taking the time to let us know that the nurse you saw was so kind and helpful and that she provided you with the high standards we strive to achieve. I've passed your comments on to her so that she is aware you feel she made a positive contribution to your health and wellbeing. With many thanks & kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Cannot get urgent appointment
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2024
Dear Elm House, I have been trying all possible avenues, to get a repeat prescription of my HRT, for the last 3 days, and it will continue tomorrow. I am going to run out of medication within the next few days, but the Anima service is neither open at a convenient time for me to use, nor offering a reasonable date for appointment when I do get offered one (much later in February). This Anima service is not fit for purpose. How am I to get a reasonably urgent appointment for a repeat prescription? A GP has today offered me a short term supply, unseen, but I am then to take the later appointment to get the rest. However, my prescription is a double charge, as it comes in two parts, and I will have to pay this twice if I accept this offer of a short supply, meaning just under £40 in total! I cannot pay this. It is incredibly frustrating. There must be a way to see a doctor urgently!
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear patient, I'm sorry that you've had a difficult time trying to arrange a repeat prescription for HRT. As your post is anonymous I am unable to access your medical records to investigate what happened. Unless your medication was due for a review, you can request a repeat prescription using the NHS app online or on a smartphone without needing an appointment to see a GP. You may also qualify for an HRT prescription prepayment certificate (HRT PPC) from the NHS if you’ve been prescribed an eligible hormone replacement therapy (HRT) medicine. The HRT PPC costs £19.30 for 12 months. It will cover all your eligible HRT prescriptions for that period, no matter how many different medicines you need. There’s no limit on the number of HRT prescription items you can get with it while it’s valid. You’ll save money if you’re going to buy more than 2 prescription items in 12 months. If you have other prescriptions that are not for eligible HRT medicines, you may save more with a 3 or 12 month standard PPC. A standard PPC will save you more than an HRT PPC if you get: 4 or more items in a 3 month period and at least 2 are not for eligible HRT medication 12 or more items in 12 month period and at least 10 are not for eligible HRT medication You can buy HRT PPCs online by ringing 0300 330 2089 or applying online at: https://www.nhsbsa.nhs.uk/help-nhs-prescription-costs/nhs-hormone-replacement-therapy-prescription-prepayment-certificate-hrt-ppc If you do need an appointment at the surgery (E.g. you need to have an HRT appointment with a GP) but are unable to use Anima at a time convenient for you, please ring reception and explain your circumstances to one of our receptionists who will book an appointment for you. I hope this information is helpful but, if you have any unanswered queries, please ring me at the surgery and I will look into this further for you. Kind regards, Geoff Cook (Patient Liaison Officer).
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Review titled Super service
Rated 5 stars out of 5
by Anonymous - Posted on 07 February 2024
Great new system- it works for me as I was not able to wait on the phone at 8am for an appointment. Much easier to navigate than I expected.
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear patient, thank you for your kind comment about our new Anima system. It is re-assuring to know that the process worked well for you and your healthcare needs were met. Thank you for taking the time to leave your feedback which we are grateful to receive. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Helpful advice
Rated 5 stars out of 5
by Nick Keppe - Posted on 28 February 2024
Had a great visit because the nurse listened to all my issues, showed genuine interest and addressed every question. First time for some time that I came away feeling I wasn’t being rushed in and out. Thank you for the advice and patience listening.
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Mr Keppe, thank you very much for taking the time to leave your feedback comment which we were delighted to receive! It was great to learn that you had such a positive experience here at the surgery and that you are happy with the high level of service we try to achieve. With kind regards, Geoff Cook (Patient Liaison Officer)