Jockey Road Medical Centre - Ratings and reviews
Reviews
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Review titled unprofessional service
Rated 1 star out of 5
by R L - Posted on 14 October 2022
Same old story staff do not answer the phone after waiting for 1 hour 10 minutes I decided to drive down to the surgery my phone was still ring when I went in a member of staff sitting at the desk and ignoring the phone. The excuse there are only two of them in fact there was three so beware they just ignore the phone. My prescription was not fulfilled because the staff said it had to be reviewed however they didn't inform me or get my prescription reviewed hence ran out of tablets. These issues are repeatedly raised but never addressed just a bland answer 'thanks for raising this with us' Also received a text to contact the surgery with no reason given when I did I was told that aomeone would get back to me I then received a further text 5 mins later saying to phone for an appointment which I couldn't get as no one answered the phone after an hour. I had to go to the surgery to ask why the appointment couldn't be booked when I first phoned to be told its an electronic service a ridiculous excuse as it takes a person to enter it on the computer. Totally disgraceful and unprofessional
Visited October 2022
Review titled Jockey Road Medical Centre
Replied on 17 October 2022
Dear Patient I am sorry you have had a bad experience when trying to get through to the surgery and obtaining your prescription. As you can appreciate the demand for appointments is currently very high and the reception team work very hard in trying to answer as many calls as possible as well as dealing with the patients at reception, the clinical team and the other day to day duties involved. Medication reviews are dealt with by our pharmacy team and not the responsibility of the receptionists and the text messages are often sent out by other departments so when you spoke to the receptionist as to why you had received your text they would have had to check to confirm. I apologise if you feel you have had an unprofessional and poor experience but if you would like to discuss the matter further, please email jockeyroad@nhs.net and put it for the attention of the Senior Regional Manager
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Review titled Cut off
Rated 1 star out of 5
by Anonymous - Posted on 16 September 2022
It's very rare I need to see/speak to a GP but today I rang in the hope of a appointment either face to face or telephone. Currently on annual leave from work so rang bang on 8am, constantly engaged, at the 35 attempt I get in the queue, no 13, 13 mins later I am number 1 and wait, the phone is picked up their end only to be put straight back down. Call again, no 12 in the queue. I give up, I don't have time to queue as need to go care for my mum today. I will have to try again but extremely hard due to being at work at 8am 4 days a week. What has happened to booking online? I fully understand the pressure on GP services but this isn't the first time this has happened and my experience of speaking to reception staff both in person and over the phone on previous occasions has been unpleasant too. No manners, very rude and refuse to listen. I don't like to complain and as I said it's rare I need to call but this service is shocking and unexceptable.
Visited September 2022
Review titled Jockey Road Medical Centre
Replied on 29 September 2022
Dear Patient I am sorry you have had difficulty getting through to the surgery to book an appointment, unfortunately the demand for appointments is extremely high at the moment and the reception team are working very hard to try to answer as many calls as they can. I would not expect any of our reception team to put the phone down on anyone so I can only assume that the call was cut off. We still do offer on-line appointments but again they do get booked up very quickly. I would also not tolerate any of our staff being rude to any of our patients or visitors to the surgery but of course we take our feedback very seriously which I will pass onto the team. If you would like to discuss the matter further please contact the surgery and ask to speak to the Senior Regional Officer.
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 31 August 2022
I rang for an appointment and was directed to badger health services instead. I went miles away to attend only to be told that I shouldn't have been directed to them as it wasn't an emergency and they couldn't help. The doctor there rang the surgery and they hung up on her. She gave me a letter saying i needed to see them urgently. I took it in. The receptionists were rude and I was passed to a "senior receptionist" who just hid behind a screen for 20 minutes while I was waiting in an empty waiting room. She then lectured me that I wasn't prepared to see the doctor with details of my blood pressure readings for the last 7 days. I then gave them to her and she just disappeared saying that I might be rung if it was serious enough. I am still waiting. While I understand there is a GP crisis, misdirecting patients, ignoring them, brushing them off when they show up , hanging up on other doctors and simply being rude, unhelpful and using every ruse to stop giving someone help makes me think that that these people are dangerous.
Visited August 2022
Review titled Jockey Road Medical Centre
Replied on 02 September 2022
Dear Patient I am sorry to have had a bad experience when trying to book an appointment at the surgery. With regards to the receptionist being rude to you we do not tolerate any of our staff being rude to anyone and we would not expect any of our staff to lecture or brush any of our patients off. Unfortunately as I do not have any of your details I am unable to investigate the issues you have raised ,however we do take feedback from our patients very seriously and I will make sure that all of the team are aware of the concerns you have highlighted in your review to ensure it doesn't happen to anyone else.
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Review titled Removed repeat prescriptions with no consultation
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2022
The surgery removed the repeat prescriptions from my wife which she relies on to manage her skin condition and asthma with no consultation or contact - we found out from our pharmacy. She has now run out of essential medications. She tried several times to contact the surgery via telephone and spent hours in queues to no avail. In the end after spending 45 minutes stuck at number 2 in a queue I drove her up to the surgery where the receptionist informed us that there were two people answering phones - she pointed to two empty seats behind her which was quite comical. No one picked up a phone in the 15 minutes we were there, so the phones - during the time they advertise us to call in, after 10am - had been left unmanned for over an hour. There may be a lack of gp's, but there is not a lack of receptionists in the uk - It not hard, you are obviously making excessive profit running a service at its bare bones - employ more. As regards the prescription, we were told the items needed to be re authorised, which will take 5 days. I do not have confidence this will be done, but we will see.
Visited August 2022
Review titled Jockey Road Medical Centre
Replied on 05 September 2022
I am sorry you have had a bad experience with regards to your wife's prescription, unfortunately as I do not have your wife's details I am unable to investigate the issue that you have raised. We do take feedback from our patients very seriously and in view of the concerns you have highlighted in your review I will pass this onto all of the team in our next staff meeting. If you would like to discuss the matter further please call the surgery and ask to speak to the Senior Regional Officer. Kind Regards
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Review titled Poor Communication
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2022
I went to the surgery last Wednesday with a query regarding the online repeat prescription, my query was answered and I was told that the tablets I needed would be ready at the pharmacy in 3 working days. I called at the pharmacy today 5 working days later to collect them only to be told they were not there and nothing had come through from the surgery, I went back to the surgery only to be told the prescription had not been signed by the relevant people. I am now completely out of the tablets so hope that after 4pm they will be there for me to collect. Why is everything to difficult doing stuff online was suppose to make things more streamlined and with less hassle for me that has not been the case. I realise that Doctors are busy but why advertise for more patients if you cannot cope with the ones already registered. I fall into the older age group of patients but have not been offered a shingles or pneumococcal injection it is ages since my blood pressure was checked I thought it was all about preventitive medicine these days.
Visited July 2022
Review titled Jockey Road Medical Centre
Replied on 22 July 2022
Der Patient I am sorry you have had difficulty obtaining your prescription. We always do our best to keep to the deadline for the prescriptions to be authorised and collected. With regards to the vaccinations and a BP check if you contact the surgery they will be able to help you. If you would like to discuss any of your concerns further please call the surgery and ask to speak to the Senior Regional Officer. Kind Regards
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Review titled Horrendous prescription line
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2022
Prescription line continually busy. Tried over 2 weeks for the total of over 3 hours and 40 mins. Today I rang in the morning and was waiting for 34 mins before I had to give up. Then rang in the afternoon, over 1 hour and 5 mins. Ended the call when I went into the surgery itself. Woman at the desk said the phone is answered by 'another company.' More privatisation and for what?! An impossjble to reach service! Preciously boots collected my repeat prescription for me but the surgery put an end to that and look what's happened! I'm leaving the surgery asap
Visited July 2022
Review titled Jockey Road Medical Centre
Replied on 19 July 2022
Dear patient I am sorry you have had difficulty getting through to the surgery to order your prescription. I would like to clarify that our calls do not go through to another company but we do have an in-house contact centre that picks up the calls at certain times during the day. We are moving away from patients ordering prescriptions over the phone and we are advising our patients to register for online prescription ordering which can be arranged through the surgery. If you would like to discuss the matter further please do not hesitate to contact the surgery and ask to speak to the Senior Regional Officer.
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Review titled Arrogant GPs
Rated 1 star out of 5
by Anonymous - Posted on 29 June 2022
I am under consultant care for a long-standing condition. When seeking my regular prescription, I have to get "authorisation" to obtain my consultant-specified medicines because the (relatively) inexpert GPs are deciding they know better than the specialists. Awful. If not for better patient experience, just to better respect their colleagues, their arrogant behaviour really must stop. I feel very sorry for the reception staff and patients who have to deal with the consequences of these doctors idiotic policies.
Visited June 2022
Review titled Jockey Road Medical Centre
Replied on 01 July 2022
Dear Patient Thank you for your feedback I am sorry you have had a bad experience with regard to your prescription, We do take feedback from our patients very seriously and I will of course pass your feedback to the GP's but if you would like to discuss the matter further please contact the surgery and ask to speak to the Senior Regional Officer. Kind Regards
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Review titled Repeat prescription practices should be unrepeatable
Rated 1 star out of 5
by Anonymous - Posted on 26 May 2022
This practice has decided to cease letting pharmacies manage repeat prescriptions. WITHOUT proactively telling all (any?) of their patients who use a repeat prescription service at a pharmacy. They have the facility to send a text message to everyone potentially impacted by this change. And chose not to use it. I found out because I happened to visit the surgery NOT because they told people like me who are reliant on that service. Fortunately for me, I was not on holiday and relying on returning to a repeat prescription being ready for me. Fortunately. (There may be fans of "cold turkey" but I'm not one of them.) Whatever the motivation, the execution of this change is completely incompetent and uncaring. I also think that for patients (including myself) whose conditions can impact on their concentration, to force them to remember to re-order their prescriptions instead of having it managed by those without cognitive function difficulties is very inconsiderate and, considering the number of days it takes to print out and sign a (unchanged) piece of paper, borders on being cruel. I would like to think that the ridiculous length of time needed to get a repeat prescription will now reduce to compensate and prevent those whose conditions may make them forgetful from going "cold turkey". But I'm not completely naive.
Visited May 2022
Review titled Jockey Road Medical Centre
Replied on 27 May 2022
Dear patient Thank you for your feedback and I am sorry you were not aware about the pharmacies no longer managing repeat prescriptions, I will of course pass your comments on to the relevant department but if you would like to discuss the matter further please contact the surgery and ask to speak to the Senior Regional officer. Kind regards