Island City Practice - Ratings and reviews
Reviews
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Review titled Waste of public money
Rated 1 star out of 5
by Anonymous - Posted on 09 April 2024
Impossible to speak to a medical professional. They employ people to answer a phone to inform you that they no longer provide services over the phone. The new anima app only serves to fob people off by txt message
Visited April 2024
Review titled Island City Practice
Replied on 19 April 2024
We are sorry to read your comments and note you have done so anonymously. We have introduced Anima to improve the services we offer to our patients and enable us to run more effectively and efficiently. Anima is an online communication platform which enables patients to submit a request wherever they are, without waiting on hold on the ‘phone to speak with someone. Anima enables your GP to get to your consultation or request much faster than traditional methods. By using Anima, patients are helping their GP save time by providing all information for their request in one place. All requests are reviewed by a clinician and triaged to help us determine which patients can safely wait for their appointment and which patients need to be seen urgently so we can treat patients according to clinical need. We continue to offer both telephone and face-to-face consultations with our clinical team. We appreciate that there are some patients who are not able to use Anima, for any number of reasons. Under these circumstances, our trained care navigators are available to help patients by completing the request on their behalf. Additionally, we have invested in providing iPads in surgery reception to assist those who do not have the resources to complete requests at home. We are sorry that you are concerned about this change, which we see as an improvement to the services we provide. In fact, we have already been able to help more patients than ever with this new system compared to the old system where we could only take a limited number of requests and often had to ask patients to phone back or direct them to alternative services such as 111 or the walk-in treatment centres. Our reception team do their best to meet the needs of patients' enquiries. We have over 37,000 patients and can only work within our available resources and the number of appointments available each day. We do acknowledge that embedding a new system like this takes a little while to get any teething issues ironed out for both staff and patients and we are making adjustments and improvements to the new service on a daily basis. I hope you find this information helpful but if you are having specific problems please contact us directly, either by telephone or email J82085.sms@nhs.net. Thank you for your review.
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Review titled Really poor service
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2024
My grandson really needs some help . Everything thing on phone never at the time or day they promise . Referral for medication sent by mental health team ? 2 notes now on doctors system . No reply . Phone call apparently on 30th April. 10 days time if they bother
Visited April 2024
Review titled Island City Practice
Replied on 19 April 2024
We are sorry to read of the difficulties you have been experiencing. Unfortunately, it is very difficult to respond to the specific issues you raise as you have done so anonymously. We would be happy to investigate and see what has happened if you would like to email us directly on J82085.sms@nhs.net.
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Review titled Great response time to request
Rated 4 stars out of 5
by Rob - Posted on 03 April 2024
Raised a request for a vaccination booster. In less than an hour the surgery called to book it in within the week. Very quick service. Thank you!
Visited April 2024
Island City Practice has not yet replied.
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Review titled Need to work a lot more to achieve Great Practice
Rated 3 stars out of 5
by Cezar Beiu - Posted on 03 April 2024
1. The receptionist should only refer and book for a doctor don t have their own opinion ( they are no doctors ) 2. They are good doctors ofering medical services for this centre . The problem is the way how the patient information data is collected and conveyed to the doctors 3. I had a very bad experience in 2020. I was with the COVID and felt very sick that day .Called the GP. I was told is nothing the GP can do .I called 111 and the doctor asked me why they did not carried tests in the GP ( example : breathing capacity by walking a certain distance and taking the pulse and so on ). The 111 doctor called the GP and arranged my consultation in the GP practice .Why they did not carried all these tests and said is nothing we can do ? They sworn a oath toward the patients in need of assistance and medical care . At the time i wanted to forget about this thing and burry it .It seems i made the wrong choice because it seems this GP centre has no skills in assessing patients symptoms correctly . 4. After COVID 19 i had in 2020 i started to have chest infection ( every season change ).After the COVID ( i was administrated all 3 vaccins ) i became more sensitive in contracting this chest infection and the time of healing is much longer than it was in the past. In 2023 i had a chest infection , i called the GP and in the end i got no appointment booked ( they were saying is viral ) . I attended St Mary's Hospital Portsmouth -Practice Plus Group Treatment Centre and i had a prescription of antibiotics. It looks like it was no viral after all. 5. In 2023 i had a consultation with the GP regarding work stress . I explained that i can't sleep in the night and all the important symptoms .When i received the certificate it was only stress mentioned in the certificate . I specifically asked the doctor to mention a few details on the sick certificate as the company i work for has a health policy which can trigger actions . In the end i got myself only a stress on the certificate like i got the stress home .The GP needs to improve this superficiality in running to solve the patients fast . The important thing is the quality of the service not how many patients are solved in a day . Previously i was registered with Guildhall Walk Centre GP in Portsmouth ( now closed ) .It was a very good centre. Is a shame is closed . 6. My last experinece with the centre was yesterday 02-04-2024. My symptoms were showing signs of chest infection . I was told is viral .How can diagnose if i had no appoointment with a doctor ? A doctor called at 10:45 .My phone was on do not disturb by mistake .I called back the GP around 17:30 .I was appologizing for no answer when the doctor called and asked for a new call .The receptionist started to tell me that my symptoms are viraland is nothing they can do . I am preparing this morning to go back to St Mary's Hospital Treatment Centre Thank you.Kind Regards
Visited April 2024
Island City Practice has not yet replied.
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Review titled Incompetence
Rated 1 star out of 5
by Dorota - Posted on 18 April 2024
I had to go back and forth few times as my test sample was lost, then they informed me wrong. I still didn't have any further help after 2-3 months with my health condition.
Visited April 2024
Review titled Island City Practice
Replied on 19 April 2024
Dear Dorota We are sorry to read your comments. It is difficult to address the issues you have raised with the information you have given. We would be happy to fully investigate your concerns if you provide us with some more details. Please email us on j82085.sms@nhs.net so that we can help you further. Thank you
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Review titled Anima is ruining this doctors surgery!
Rated 1 star out of 5
by Grace Smith - Posted on 11 April 2024
I’ve had to do 5 anima requests in the past week as each time the requests are closed - I’ve been given an appointment in two weeks! I’ve ended up calling twice in tears as need to see someone asap. The receptionists give the indication they just don’t care. It’s impossible to speak to an actual doctor. I’ve been told a note has been passed to my GP - yet I’ve heard nothing. I have explained I am not sleeping but they want me to wait for an appointment! Yet I’ve been in the surgery before where people have kicked off and been seen the same day - is this what it’s come to?
Visited April 2024
Review titled Island City Practice
Replied on 11 April 2024
Thank you for your feedback. I am sorry you are dissatisfied with our new Anima service. All Anima requests are reviewed by a clinician and triaged to help us determine which patients can safely wait for an appointment and which patients need to be seen urgently so we can treat patients according to clinical need. We have checked your records and note that 4 of your Anima requests related to the same issue and a routine appointment with a GP was determined appropriate. The 5th request was also triaged as requiring a routine appointment. We recognise that our ability to offer routine patient appointments is often in a longer timeframe than we would like. Unfortunately, general practice is facing unprecedented demand, which is outweighing capacity, and we can only work with the resources at our disposal. We note you have two GP telephone appointments scheduled for 16 April and 22 April. We are sorry that you are concerned about this change which we see as an improvement to the services we provide. Anima has enabled the surgery to field 30% more patient requests than we were able to do before the system was introduced.
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Review titled Utterly negligent. Avoid if you value your health
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2024
I tried to make an appointment because I was told by staff at the St Marys Urgent care centre that it was urgent and crucial. They made me spend an hour registering for online appointments and then took 24hrs to respond at which time this was only to book a telephone call with a pharmacist with the earliest slot in 5 days. Totally unacceptable.
Visited March 2024
Review titled Island City Practice
Replied on 13 March 2024
Dear Patient. I am sorry to receive your feedback as we do strive to offer the best care we can. I note you have posted anonymously but would be happy to investigate fully if you would contact me directly. Our email address is j82085.sms@nhs.net. We have introduced Anima to improve the services we offer to our patients and enable us to run more effectively and efficiently. I'm sorry this was not your experience. Ann Turner Practice Manager
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Review titled Communication
Rated 2 stars out of 5
by Lee Mills - Posted on 07 March 2024
I am waiting for a telephone call back from a gp, which having spoken to a care navigator and the prescriptions dept I am still not sure is coming or when. I have a current condition which affects my heartate (i take AF mediction already), my blood pressure (I take medication already) and my breathing. I am on a trial tablet which works but runs out Sunday. I was told to take the course, then stop and see if symptoms returned which they did a day and a half later. Fortunately I held some back - expecting this delay. I do not know the next step and what I am supposed to do when I take my last tablet.
Visited March 2024
Island City Practice has not yet replied.
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Review titled New to Practice
Rated 5 stars out of 5
by John McDermaid - Posted on 01 March 2024
I have only just joined this practise on recommendation of my son and family, I requested a prescription, and received it the same day,apart from 2 items that the pharmacy didn't have, excellent service for a complete stranger.
Visited February 2024
Review titled Island City Practice
Replied on 01 March 2024
Dear Mr McDermaid. Thank you so much for your positive feedback. Our staff work hard to provide a positive experience for our patients which is not always recognised. Receiving positive comments such as yours is much appreciated. Thank you once again. Ann Turner, Practice Manager
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Review titled Useless receptionist
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
All I wanted today was to talk with my doctor, I had to call 4/5 times and still told me to use the anima online system, I have no laptop and my phone is half death, manage to do it with someone else phone still is not working, the anima website says that is still possible to call or visit but the receptionist refused to help me, she directly said I'm not able to talk with my doctor, now me and my brother have a very bad fever and left completely helpless by the practice only because the receptionist refused to do her job. Was able to use anima but did not give me access to the appointment and says emergency only so I called the practice a 4th time and again the receptionist did not want to let me talk with my doctor. Lake road has become a joke.
Visited February 2024
Review titled Island City Practice
Replied on 19 February 2024
Dear Patient. I am sorry to receive your feedback as we do strive to offer the best care we can. I note you have posted anonymously but would be happy to investigate fully if you would contact me directly. Our email address is j82085.sms@nhs.net. We have introduced Anima to improve the services we offer to our patients and enable us to run more effectively and efficiently. I'm sorry this was not your experience. Ann Turner Practice Manager