Jockey Road Medical Centre - Ratings and reviews
Reviews
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Review titled Can't get through
Rated 2 stars out of 5
by Steve nicholls - Posted on 08 January 2024
I've been trying to speak to someone since 8am it's now 8,34am phone is constantly busy I have been phoning continuously no luck
Visited January 2024
Review titled Jockey Road Medical Centre
Replied on 08 January 2024
Dear Mr Nicholls Thank you for your feedback. I am sorry you have had difficulty getting through to Jockey Road surgery this morning, the telephones were extremely busy and were being answered as quickly as possible by our reception team, however if you would like to discuss the matter further please email the surgery at jockeyroad@nhs.net and ask for the Senior Regional Officer to contact you. Kind regards
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Review titled Not folling guidlines
Rated 1 star out of 5
by Julie Wilson - Posted on 27 July 2023
Was actually called up by surgery manager today ask me if I would like to see a doctor What a joke After reseptioint over riding my Prescription for a anougher 3 months She told me this on Monday Why I sent the doctor doing is job
Visited July 2023
Review titled Jockey Road Medical Centre
Replied on 28 July 2023
Dear Julie Wilson Thank you for your feedback. I am sorry you haven't had a good experience when dealing with the surgery. If you would like to discuss the matter further please email the surgery, jockeyroad@nhs.net and put it for the attention of the Senior Regional Officer Kind Regards
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Review titled Not a great practice
Rated 1 star out of 5
by Julie Wilson - Posted on 27 July 2023
I was tracefered to this kne but haven't seen a doctor And the reseptioint keeps reviewing my medication
Visited July 2023
Review titled Jockey Road Medical Centre
Replied on 27 July 2023
Dear Julie Wilson I am sorry you had had difficulty in seeing a GP, unfortunately the demand for appointments is currently very high but we do offer pre-bookable appointments and on line appointments which the reception team can help you with. I can confirm that all patients medication is reviewed by a GP and not by a receptionist, however If you would like to discuss the matter further please do not hesitate to contact me via the jockey road email (jockeyroad@nhs.net) and put it for the attention of the Senior Regional Officer Kind Regards
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Review titled Appalling practice
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
At my request I was prescribed HRT. No health checks were done, and minimal, generic questions asked. As I was experiencing severe side effects, I tried exhaustively to get through to speak to a Dr, without success. I emailed the practice to explain what I was experiencing, and merely got a text message saying a different HRT had been prescribed, still no health checks. I recently tried once again to speak to a Dr to no avail, for a repeat prescription, and to be advised about different side effects, so ended up emailing the practice again, and received an email response saying the repeat prescription had been issued, and if I wanted to speak to someone about my side effects , to call at 8am for an appointment. I replied saying this was never successful, and as I also work it isn't possible to hang on the phone for over an hour, but got no response. As a post menopausal woman, I have other health concerns, but no chance of speaking to anyone about these. I've also tried to change surgery, but have been told we are not in the catchment area.
Visited April 2023
Review titled Jockey Road Medical Centre
Replied on 28 April 2023
Dear Patient I am sorry you have experienced issues when contacting the surgery with regards to your HRT medication. Unfortunately as your review is anonymous I am unable to investigate the circumstances, however as you can appreciate the demand for appointments is currently very high and we do try our best to offer appointments as much as possible. The reception team would have spoken to the Duty Dr on that day with regards to your medication and arranged for it to be changed in view of the side effects you were experiencing. If you would like to discuss the matter further please email the surgery and ask for the Senior Regional Officer to contact you. Kind regards
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Review titled Appalling reception team member
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
I had the unfortunate experience of talking to one of the receptionists this morning who was rude, dismissive and unhelpful. She interrupted me on a number of occasions, tried to end the call with me before answering my questions and had the worst telephone manner I've ever come across. The reception team are a front line customer service often dealing with vulnerable people so talking to someone with obviously no customer or people skills was painful. It makes the NHS look really poor and unprofessional when team members represent them in this manner.
Visited March 2023
Review titled Jockey Road Medical Centre
Replied on 13 March 2023
Dear Patient I am sorry that you feel that a member of the reception team was rude and unpleasant to you when you contacted the surgery regarding your prescription. We do take complaints & feedback very seriously and we do not tolerate any of our staff being rude to anyone, so in view of this I will be arranging for customer service refresher training to take place for all of the team. unfortunately as your feedback is anonymous I am unable to speak to the staff member concerned, however if you would like to discuss the matter further please email the surgery jockeyroad@nhs.net for the attention of the Senior Regional Officer. Kind Regards
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Review titled Awful practice who diagnose you without seeing you
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2023
Awful practice Never answer the phone . Refer you to no hope hospital even when you’re assured you will not be . Don’t care diagnose you with conditions without even seeing you and you are not told you have been diagnosed with it until you get a annual asthma review ( what asthma ) Blame everything on covid . Urgent gynocology referral made to no hope hospital in Jan 2022 . No amount of chasing will help as no one picks up the phone and if you ring this surgery for help with it there is none Hearing damage ent appointment referral sent to no hope hospital in April 2022 nothing . Please also note that the hearing damage was due to covid according to the doctor who again never bothered to see me Medical secretary’s tell you to ring hospital . You never get above number 60 in the queue
Visited February 2023
Review titled Jockey Road Medical Centre
Replied on 28 February 2023
Dear Patient I am sorry you have had difficulty when trying to get through to the surgery but as you can appreciate the demand for appointments is currently very high and I can assure you that the reception team are working very hard to answer the calls. When a patient is referred into secondary care we do ask that the patient contacts the hospital direct to chase their appointments when they haven't received one after a certain amount of time as the medical secretaries would not have the time to chase appointments for all of the patients that are referred and do not receive an appointment. Unfortunately due to the comments you have made being anonymous I am unable to look into all of your concerns, however if you would like to discuss the matter further please email jockeyroad@nhs.net and as for the Senior Regional Officer to contact you. Kind regards
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Review titled Frustrating as hell
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
Absolutely fed up of trying to get through on the phone. Tried several days, sometimes holding on for an hour then getting through and of course no appointments. I have even driven down whilst my wife stayed at home holding the phone, walking into reception to find the staff sitting there, not appearing to answer the phones. I think they must have their breaks letting the phones ring out! At one time I was caller no, 3 for thirty minutes!! What’s going on there? This service, or lack of it has to stop. There are so many complaints on here, surely something needs to be done.
Visited February 2023
Review titled Jockey Road Medical Centre
Replied on 08 March 2023
Dear Patient I am sorry you have had difficulty getting through on the telephone to book an appointment. As you can appreciate the demand for appointments is currently extremely high and I can assure you that the reception team work hard trying to answer as many calls as possible while also dealing with patients at the reception. I can also assure you that the phones are not left to ring while they are having their break as their breaks are taken away from the reception area. They do all wear headphones while taking calls so it may have appeared that they were not picking the calls up at the time but in view of your comments I will of course feed it back to the staff. With regards to you being no.3 in the queue for thirty minutes I will pass your concern to the department that deals with the telephony service. Unfortunately as your complaint is anonymous I am unable to contact you to discuss further, however if you would like to contact me please email the Jockey Road email address and ask for a call back from the Senior Regional Officer. Kind Regards
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Review titled Awful customer service
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2022
I rang for an appointment with my doctor on 15th November 2022 in order to have my blood pressure checked as the surgery had stopped reissuing my HRT until this was done. Explained to the receptionist the reason for my appt and was given an appt with a doctor that day. When the doctor rang I was advised that she would get reception to arrange the appt with a nurse and notify me of the appt time. On 17th November I received a text message from the doctors surgery asking me to ring at 8am the following morning to arrange an appt. If this was the case why didn’t the doctor advise me to do this during the appt I had on the 15th. I am now 2 days without my HRT and have to go through the inconvenience of sitting in the queue for a second time in order to get yet another appointment. This practise really does need to invest in customer care training. No wonder people get frustrated with the staff and they Have a 1.8 star rating. What is being done to address the obvious lack of patient care and who is held responsible for such a poor service? If this was any other industry they would be shut down or taken to task for their incompetence. Why is nothing being done to address this?
Visited November 2022
Review titled Jockey Road Medical Centre
Replied on 17 November 2022
Dear Patient I am sorry that the GP you spoke to during your consultation didn't advise you to contact the surgery to arrange a BP check and unfortunately as I do not have your details I am not able to investigate the circumstances. I can assure you that we do take all feedback from patients very seriously and I will discuss your feed back to the clinical team at our next meeting but in the meantime if you would like to discuss the matter any further please email jockeyroad@nhs.net for the attention of the Senior Regional officer. Kind Regards
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Review titled Continuous Poor patient service at the practice
Rated 1 star out of 5
by Anonymous - Posted on 01 December 2022
Was told my a receptionist on a Monday to come into the practice on a Thursday to be able to pre book advance appointments for the following week. Turned up and was told by the receptionist no service exists. Another situation same week. Doctor requesting me to book a routine prescription review via text. Told to ring at 8am along with all other patients trying to get an appt for their ailment - any wonder there’s a bottle neck. Tried to do this anyway , finally got to the front of the call queue to be told no more appts. I’ve given up trying to get a gp appt. Shocking to see they are accepting new patients, I will be leaving as they clearly can’t cope with numbers.
Visited November 2022
Review titled Jockey Road Medical Centre
Replied on 08 December 2022
Dear patient, I am sorry you have been experiencing issues when trying to book an appointment. You shouldn't have been told by one of the staff to come into the surgery to book an appointment as this is incorrect information for which I can only apologise. We do offer online appointments if you are currently not registered for online services the reception team can assist in registering you for it. I am also sorry that you feel you need to leave the practice but if you would like to discuss the matter further please email the surgery for the attention of the Senior Regional Officer Kind Regards
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Review titled shocking practice
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
I have spent mornings trying to get through for an appointment , having work I cannot just sit on the phone for an hour every morning. Visiting Tesco's I decided to try and speak to receptionist directly to book an appointment on a Thursday afternoon , I was told that all appointments were gone and to ring at 8am following morning. When I explained that I had tried several times with no success the receptionist replied that I would just need to try again. The reception staff at this surgery have no compassion whatsoever and are no better than Robots, as I write this I have spent the last 25 minutes trying to get through but cannot even get in the queue. The system is seriously flawed.
Visited November 2022
Review titled Jockey Road Medical Centre
Replied on 17 November 2022
Dear patient I am sorry you have had a bad experience when trying to book an appointment at the surgery, unfortunately there is currently a high demand for appointments and although we do try and accommodate all of our patients that require an appointment it isn't always possible, however I do appreciate that it is very frustrating when you are sitting on the phone waiting and also when coming into the surgery. I can only apologise if you thought the receptionist had no compassion when you explained the difficulty you were having which I will feed back to all of the team at our next meeting. We are always looking into ways of providing more appointments and also liaising with the telephony team to make improvements. I would be happy to discuss the matter further if you would like to email jockeyroad@nhs.net and address it for the Senior Regional Manager. Kind regards