Inspire Health - Avenue House Surgery
109 Saltergate, Chesterfield, Derbyshire, S40 1LEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great receptionists and doctors
Rated 5 stars out of 5
by Ashleigh - Posted on 17 July 2024
The online appointment booking system is extremely helpful. The receptionist who confirmed my appointment was very professional and polite. Could not rate this GP surgery high enough.
Visited July 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 30 October 2024
Dear Ashleigh, Thank you for taking the time to leave your review and lovely comments. We are super pleased to hear of your recent experience and will be sure to share this across the team. Thank you again! :) Warm regards, Inspire Health Management Team - Jamie
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Review titled Discriminatory appointments system
Rated 1 star out of 5
by Andy - Posted on 11 July 2024
The online appointments system opens at 8am for more urgent medical requests, yet it is always shut off minutes later. Today it was shut off at 8.03am. This means that for patients who cannot type at the speed of light, ie the elderly, people with impairments, people not too comfortable with technology, they are often shut out from submitting their medical request due to the system reaching capacity so soon. This also means that for me, it is not possible for me to explain my symptoms or describe the situation for the GP to understand as there simply is not time. I just have to fill out all the mandatory fields as fast as a I can with minimal information provided just so I can ensure that the request is submitted before the system shuts off after 2-3 minutes. This is unacceptable and discriminatory. For impaired patients who cannot or struggle to use the phone, the online system is the only viable way that they have to access a medical appointment and as their impairments mean that they cannot possibly fill out and submit the form within 2-3 minutes, they are excluded from accessing medical appointments. The appointments system in operation by Inspire Health therefore is discriminatory and a barrier to accessing medical care for many patients.
Visited July 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 22 August 2024
Dear Andy, Thank you for taking the time to leave you review. We are sorry to hear of your dissatisfaction and your claims that the online system is discriminatory. The introduction of the online request system created an additional choice to the existing access pathways for patients, enabling a wider range of communication choices within the practice. Any patient who was able to contact the surgery prior to the online access becoming available still has those same options available to them. We are sorry that on the occasion you describe, the system closed after 3 minutes. This must have been an exceptional day. As we are sure you are aware, the NHS as a whole, is experiencing immense challenged with regards to demand in recent years. Please be assured the practice is working extremely hard in meeting these demands however, the practice cannot simply offer an unlimited number of appointment, as much as it would like to. This is simply unrealistic to try and achieve and there must be a safe-working limit. I would like to highlight that more recently, the service has remained open for extended lengths due to capacity being not being reached. As a practice, it is impossible to predict how each working day is going to present with regards to patient demands. I would like to take the opportunity to highlight that using the online approach is your choice as a patient and if you find this is not suitable for you, simply use one of the other long-standing existing methods. I am sorry you feel the service is discriminatory. The practice has always viewed the online system to be an additional means of access for patients and not a replacement. You advise that the forms 'cannot possibly' be filled out and submitted within 2-3 minutes, yet this is no different to telephone access where patients wait for their call to be answered. The same applies to patients presenting in a queue at the reception desks awaiting their turn to speak with the receptionist. It could be argued that all means of communication could be deemed discriminatory to some degree, dependent on the specific user's needs. It is Inspire Health's opinion that the online requesting system is not significantly any better nor worse than the alternate means of requesting appointment available to patients. Therefore we do not feel the system needs withdrawing due to your individual feelings that the online system is discriminatory and it is felt your comments regarding this are unfair. Nonetheless, they are your opinion, which you are most certainly entitled too. I hope that by providing the above, some much-needed clarity has been useful to you. We are mindful that members of the public, patients or not, can see these reviews and responses and therefore we felt it is entirely appropriate to challenge your views of how you describe the system and set out that Inspire Health fundamentally disagrees with you. Thanks again for leaving you review. Jamie Inspire Health Management Team
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Review titled Thank you
Rated 5 stars out of 5
by Jan - Posted on 04 June 2024
I spoke to a lady at the practice who helped me sort out two appointments for my husband and me and she was so helpful. We are both in our 70’s and we were very grateful for her support, patience and kindness. Unfortunately I did not get her name to thank her personally. Pleased to say we both now have appointments arranged.
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear Jan, Thank you for taking the time to leave your lovely comments and review. We are very pleased to hear of your experience and that you are satisfied with the service provided to you both! Although we are unsure of the specific member of staff involved, we will be sure to share your feedback across the entire practice team. We find positivity helps go a long way for staff in knowing what an amazing job they do each day! Thank you again for leaving your lovely comments! Warm regards, Jamie Inspire Health Management Team
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Review titled Impossible to get appointments
Rated 2 stars out of 5
by Anonymous - Posted on 11 June 2024
I have tried for several weeks to get an appointment using the website. Within 1 minute of it opening it says full to capacity. I struggle to use the phone so this is my best option. Most days the routine appointment slot from 5-6pm doesn't even open.
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear Patient, Thank you for taking the time to leave your comments and review. We are truly sorry to hear of your dissatisfaction towards the appointment system and access to the online service. As we are sure you are aware, the NHS in general but also more specifically Primary Care have been under immense pressures in recent years and the demands on primary care services has been higher than ever with an ageing population with more complex health. Sadly, these pressures are felt across primary care. We would however like to assure you that the system has been working fully and as it should be and has opened every working day as expected. The practice has provided a large number of appointments each working day following submissions form patients using the system. However, due to the demands and pressures, on some days, the service does close off soon after opening due to capacity limits being reached. There are however some days over the last couple of weeks where capacity has not been reached as quickly and the service has remained open for an extended period of time. We are however sorry for any inconvenience you may have experienced. It is appreciated that obtaining an appointment is not as easy as it once was some 20 years ago but please be assured the practice is working very hard in meeting the needs of as many patients as it can. Please be patient and keep trying as promptly as possible to the service opening. If we have misunderstood any of this or you would like the practice to look into your matter more specifically, please do contact the practice and raise a complaint/feedback. Warm regards, Jamie Inspire Health Management Team
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Review titled Excellent Treatment
Rated 4 stars out of 5
by David Ayres - Posted on 13 June 2024
I had a sympathetic interview over the phone with the Doctor. Two days later I went for blood tests and was given the results of the tests by the same Doctor at 8:30am on the following day. Very quick and efficient.
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear David, Thank you for taking the time to leave your review and comments. We are so pleased to hear you are satisfied with the care provided to you by the GP. We will ensure your review and comments are shared amongst the team which will include the GP involved. Warm regards, Jamie Inspire Health Management Team
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Review titled Dangerously inadequate communications / autism.
Rated 1 star out of 5
by Andy - Posted on 30 June 2024
I was recently sent an email by the practice containing a document which contained some alarming medical content regarding some medication I am currently taking and potential significant adverse affects, especially relating to the kidneys. The document was sent as a stand alone document and contained no accompanying letter or information to explain why I had been sent it, what it was for, if I was at risk of harm, if I was ill, if I required a medication change, should I take any actions etc. Just a seemingly random document which, without any explanation as to what it was for or why it was sent caused me significant distress as I am autistic and have anxiety disorder. I attempted to find out why I was sent this and without any explanation to accompany this by sending several online messages and was told the practice would be in touch within 48 hours. They weren't. I had no other option but to personally visit the practice following this and not one person in the entire organisation could provide the clarity and information I had been repeatedly asking for. I was then told that the nurses etc were not at work that day and I had to wait all over the weekend, still without any idea about this document and the stress this caused was unacceptable. I still do not have any answers from the practice. Once again, the communication and information support needs have not been met and this is despite reasonable adjustments already being in place and the practice being fully aware of my specific requirements. Sending a patient who is autistic a random letter containing distressing medical information relating to them without any explanation is not only incompetent. It is both dangerous and unprofessional. I have been put in a position, through no fault of my own by ineptitude and a lack of attention to detail and common sense from the practice, that has caused untold avoidable psychological distress. If you want relentless barriers and unexpected random issues needlessly created for you by your amateurish G P practice as an autistic patient, then sign up to be a patient at Inspire Health.
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear Andy, Thank you for taking the time to leave your review. We are very sorry to hear of your dissatisfaction. We would like to take the opportunity to highlight that should a patient make a general enquiry, the surgery aims to provide a general response within 48 working hours. If alternatively, a patient chooses to raise a formal complaint or escalate a matter to a formal complaint, there are set responses and timelines that the surgery needs to follow, particularly if the questions raised require input from multiple clinical teams for the management team to be able to answer fully and appropriately. The document you received sounds like a routine medication factsheet and following your contact with the surgery you will have very quickly been given both verbal and written reassurance that the document is not anything urgent. You will also undoubtedly have received clinical reassurance from a GP regarding your concerns. It is unfortunate that our clinical team leads and management staff are not always available to liaise with each other at short notice, however this is indicative of Primary Care as a whole. Given the reassurance you will have received, described above, you will have been politely requested to allow the surgery sufficient time to fully investigate your specific questions and to be able respond in a detailed manner to suit the communication needs you describe in this review. We are again very sorry to hear of your comments that you feel the GP Practice is 'amateurish'. These are certainly not comments we like to hear from a patient and we are disappointed a patient feels this is the case. I do however hope the above has provided some helpful insight as to why it is felt that not to be the case. Warm regards, Inspire Health Management Team
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Review titled Very fast and efficient
Rated 5 stars out of 5
by Richard - Posted on 11 June 2024
From requesting an appointment online shortly after 8am I had a phone call back confirming an appointment the same day
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear Richard, Thank you for taking the time to leave your lovely positive review. We are pleased to hear the appointment system has provided you with an appointment swiftly. We will ensure your review is shared across the team! Warm regards, Jamie Inspire Health Management Team
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Review titled Very Goid Practice
Rated 5 stars out of 5
by Anonymous - Posted on 14 May 2024
I used the online appointment service, completed at 8:10am, telephone call with 9:55am appointment. I saw the nurse practitioner who was very kind and understanding, took time to examine me and explain my symptoms. I didn’t feel rushed and I felt that I had been listened to.
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 20 May 2024
Dear patient, Thank you for taking the time to leave your positive review and comments. We are pleased to hear your experience throughout was good. I will ensure your comments are passed to the Inspire Team. Warm regards, Jamie - Patient Liaison Lead
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 May 2024
I got a call back from the gp within 20 minutes of phoning and managed to get an appointment that same morning. Very impressed as I expected to not get seen today.
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 20 May 2024
Dear Patient, Thank you for taking the time to leave your review and comments. We are so very pleased to hear you are satisfied with your recent experience. This is the service we strive to deliver and it is lovely to hear when patients feel we have done a good job in delivering! I will ensure your comments are fed back to the practice team! Warm regards, Jamie - Inspire Health Management Team and Partnership
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Review titled Friendly staff who listen
Rated 5 stars out of 5
by Bethan - Posted on 29 May 2024
I submitted a request for an appointment for an ongoing health problem and received a phone call offering me a doctor's appointment the same morning.
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 04 June 2024
Dear Bethan, Thank you for taking the time to leave your positive review and comments. We are so very pleased to hear that you are satisfied with the care provided. I will ensure your comments are passed back to the team. Warm regards, Jamie - Inspire Health Management Team