Holderness Health - Hedon Group Practice - Ratings and reviews
Reviews
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Review titled Awful
Rated 1 star out of 5
by J Smith - Posted on 10 April 2024
We have a surgery in our village which is a nice surgery but the nurse will only work on a Thursday morning which makes it extremely difficult to get to see the nurse I can't afford to travel to the other surgeries so I have to go without treatment
Visited April 2024
Review titled Holderness Health - Hedon Group Practice
Replied on 10 April 2024
Dear patient, thank you for taking the time to provide us with your feedback. We aim to provide both GP and Nursing/Healthcare Assistant appointments at all of our sites but due to staffing levels we aren't able to provide this every day. We generally do have a Nurse and a Healthcare Assistant appointments in Roos all day every Thursday. We will however consider your request to offer alternative days should there be sufficient demand for them. Many thanks Sarah Powell Head of Patient Services
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Review titled When are things going to improve.
Rated 1 star out of 5
by V Coupland - Posted on 15 January 2024
It is been over 5 years since Church View joined Holderness Health and things are only getting worse. When trying to phone the practice you have to listen to the same message over and over again. If after 1hr and 40 minutes, I have not chosen to use www. ----- continuing to repeat it will not change my mind. By the time the ring-back service calls you back, there are no appointments left. If it is the dispensary then to be told what you need is still out of stock is no help. Are we supposed to manage without? I feel sorry for the staff because they do not make the decisions. Are things only going to get worse? The patients don't have any say in how many other patients are taken on. We don't have any say in what the staff levels are. When we were with Church View we had no problems. The NHS is in a mess with more and more using it and fewer contributions being made. What are we as patients supposed to do? With health, we cannot just put up and shut up.
Visited January 2024
Review titled Holderness Health - Hedon Group Practice
Replied on 17 January 2024
Dear V Coupland, thank you for taking the time to write a review about your recent experiences. We are sorry to hear that you aren't happy and would welcome the opportunity to discuss these issues with you in more detail. We are aware of the pressures on our telephone system and we're working hard to address these with the recruitment of additional staff. We hope you will see improvements in our call handling times in the near future. In relation to medication being out of stock, this is a national manufacturing problem beyond our control. If alternatives are requested by the patient that are available we action these within 24 - 48 hours. Since the merger of Church View Surgery in 2018 we have seen significant pressures on the NHS due to international medication supply issues and COVID and despite this we have worked hard to provide a great service to our patients. We accept that sometimes this isn't at the level we would wish so we constantly review our processes and procedures to make improvements where we can. If you would like to discuss any of this further we would welcome an opportunity to meet with you. If you would like to accept this offer please email: hnyicb-ery.feedback.holdernesshealth.nhs.net or telephone the surgery to request a meeting. Many thanks Sarah Powell, Head of Patient Services
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Review titled Very efficient visit nice nurse
Rated 5 stars out of 5
by Harry Duncan - Posted on 03 November 2023
Went for yearly check up got an appointment online for next day seen by a very nice nurse very efficient now waiting for my blood test results to come back
Visited November 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 08 November 2023
Thank you for taking the time to tell us about your recent experience, we are delighted to hear that your appointment ran smoothly. We will ensure that this is passed onto our Nursing Team. Thank you and very best wishes.
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2023
I've been registered at this practise since 1994. Having moved from Thongumbald to Hedon Road, Hull - I was told this was not an issue. At no time, up until today, have I been officially told I need to change GP. Today the receptionist asked if I lived in Hedon, clearly not if you have my details in front of you - and went on to advise I had been served 30 days notice to find an alternative GP. I understand about catchment areas etc but why not write to me advising me rather than wait til I phone in for an appointment? I suffered a PE earlier this week and to be told I need to find an alternative GP does not help my condition. Why invite me for flu jabs, Covid boosters if I shouldn't be "on the books"?? This could easily be managed without creating additional stress for patients at their most vulnerable times. Appalling customer service and overall management. What a joke.
Visited November 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 17 November 2023
Thank you for taking the time to leave us a review about your recent experience. We apologise if this has caused any distress. As your post is anonymous we are unable to investigate your concerns further however you could email us at our Feedback email address and we will look into the matters you have raised. You can email us at: hnyicb-ery.feedback.holdernesshealth@nhs.net Thank you
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Review titled receptionist was very unhelpful
Rated 3 stars out of 5
by susan jackson - Posted on 06 September 2023
today 6/9/2023 i got a triage call asking me to hand a urine sample into the surgery,i work a split shift and find it hard to get to another place in between shifts.I asked if i can hand it in at Patrington and told yes,i went to st Patricks green surgery to be met by a receptionist who said i cannot hand it in there,she proceeded to take my name and dob so she can tell the triage nurse off for giving me the wrong information,i explained i find it difficult to get elsewhere only to be told " As i told you you cannot hand it in here",i said when is a nurse next in as the nurses are lovely and would have helped ,she refused to tell me and repeated what she said about take it to Hedon or Withernsea what a very unhelpful receptionist
Visited September 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 11 September 2023
Thank you for taking the time to write a review about your recent experience, we are sorry to hear that you didn't feel our receptionist was helpful. Unfortunately we do not accept samples at our smaller branch sites as we cannot guarantee that there will be nursing staff on site to test them and we do not have a collection service should it need to be sent off for further testing. It would appear that the information you were given about being able to drop it off was incorrect and we will address this with our team. We would like to thank you for providing this feedback as it provides us with a learning opportunity to improve services in the future. If you would like any further information or would like to discuss this further please contact us on 0333 332 4242 or you can email hnyicb-ery.feedback.holdernesshealth@nhs.net Thank you.
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Review titled Phone lines no better
Rated 2 stars out of 5
by Brenda Reed - Posted on 16 August 2023
Taking equivalent of chemotherapy In medicine for Crohn’s disease. I was phoned by clinic dealing with me to say I need urgent blood test before Fridays injection. I got straight on the phone to try and ask for one. Two hours I sat wasting time. I was cut off at exactly 2 hours. It’s just impossible to reach you. For years you’ve been saying this is a good thing for the Practice as a whole. But things get worse and worse. You say there are staff shortages and staff on annual leave, but surely these factors would be built in as you organised the staffing levels. You can’t run anything on bare minimum staffing. Now I don’t know what to do. The clinic originally asked that I have 3 tests as doubling the dose. The nurse at CH last Friday said I don’t need the 3rd blood test so I cancelled what I should have had today. She told me wrongly. So how do I get hold of you for a blood test before Friday? I just don’t know what to do now, I needed to get on with things this morning at home, but had to waste two hours on the phone. And please, please, change that music. Truly dire.
Visited August 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 16 October 2023
Dear Mrs Reed, thank you so much for taking the time to write your review. We are really sorry to hear of the difficulties you experienced in trying to book your appointment but we are pleased to hear that you did manage to get your test booked that week. As discussed on the telephone today, please do press option 1 for a call back rather than wait on the line and we will call you back at our earliest opportunity. You won't lose your place in the queue and it will allow you to get on with your day whilst you're waiting. Many thanks
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Review titled Rubbish service
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2023
Rung at 8.00am for an appointment, still on hold at 8.30am, losing the will to live. How can it be so busy at 8.00am when just opened.
Visited July 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 24 July 2023
Thank you for taking the time to write your review. We're sorry to hear that you are unhappy with your recent telephone waiting time. 8am is the busiest time of the day although we do encourage patients to ring later in the day when our telephones are a little quieter. We are currently dealing with high levels of demand which, when combined with staffing shortages means that answering our telephones within 10 minutes is extremely challenging. Please use our online services via our Website or the NHS App to book appointments or submit any queries you have or when using the telephone, please 1 for a call back. Thank you
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Review titled prescription reorder
Rated 2 stars out of 5
by michael - Posted on 09 July 2023
went to pick my repeat diabetic medication order up at Hedon i was one medication missing asked and was told there is a uk shortage we cannot obtain it was told to contact my doctor. I rang up pressed 1 for call back nearly fainted they rang back hour later asked to make appointment i got one 31st july is this acceptable 3 weeks no diabetic medication
Visited July 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 10 July 2023
Dear Michael Thank you for taking the time to provide your feedback on your recent experience. We are sorry to hear that you are not happy with your most recent telephone encounter with the Practice. We would like to look into this matter further and would encourage you to email our Feedback email address with your full details so that we can investigate further. hynicb-ery.feedback.holdernesshealth@nhs.net Thank you
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Review titled Not a great experience
Rated 3 stars out of 5
by Wendy Wright - Posted on 05 May 2023
Having rung at 8.00am for an appointment, and requested a call back, I was still waiting at 10.00am. I decided to ring again and someone answered almost immediately. When I asked about my call back, she said we are very busy!! Having virtually lost my voice it was quite difficult to communicate, after explaining my symptoms I was told it was not necessary for me to see a doctor. I don't really appreciate being diagnosed over the phone by a receptionist and would have at least liked to speak to a doctor over the phone. However I was feeling so ill, I just gave in. I realise there has to be some sort of screening of appointments, but I just worry how many serious illnesses are missed by receptionist's making a diagnosis.
Visited May 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 09 May 2023
Thank you for taking the time to write this review about your recent experience. We are sorry to hear that you are unhappy with the outcome of your call today. Our Patient Services Team use a Care Navigation Tool which has been designed by our Doctors. Based on the symptoms you have given, the Receptionist would have explained the advice from the Tool. Our Reception staff do not provide patients with a diagnosis under any circumstances. If you wish to discuss this further then please feel free to contact us on our Feedback Email address which is:- hnyicb-ery.feedback.holdernesshealth@nhs.net Thank you
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Review titled Lacking
Rated 1 star out of 5
by Tony - Posted on 25 May 2023
when church view surgery never had a problem then forced to merge into Holderness health and since then nothing but problems just as i predicted. when ill and worry the last thing you want is a text saying follow link to see how to manage issue.how do you do that when you don't have a smart phone with a data plan. ran to much like a money making venture than a doctors surgery now.repeat prescriptions missing items told don't make an item any more but no substitute given even though i have asked several times iv'e given up now
Visited May 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 30 May 2023
Dear Tony, thank you for taking the time to provide your feedback about your recent experiences, we are sorry to hear that you are not satisfied with out outcomes you have received. Church View Surgery merged almost 5 years ago by mutual agreement of the Partners. We would welcome the opportunity to look into the issues you have raised in relation to your prescriptions however your comments are anonymous and therefore we are unable to action further. If you would like to email us on our Feedback email address we will investigate further. You can email us on:- hnyicb-ery.feedback.holderness.health@nhs.net Thank you.