Park Farm Medical Centre - Ratings and reviews
Reviews
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Review titled Terrible experience
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2024
I have contacted the surgery after missing 1 telephone call for my telephone appointment. I was greeted by a very rude and abrupt receptionist who told me I wouldn't be able to speak with the doctor as I missed the phone call. I was met with comments like "well I don't know how many times the doctor has called you" which has made me feel undermined and came across as though I was being untruthful. I then asked to speak to the practice manager and was told that this was not possible. Absolutely disgusting attitude from the receptionist. Would benefit from some training on how to speak to people with respect and compassion.
Visited May 2024
Park Farm Medical Centre has not yet replied.
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Review titled Wasting resources
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2023
My twins were both issued with a medical letter upon their discharge from the NICU. They were both mainly on breast milk so the doctor only prescribed the formula to one twin and said to call the reception if I needed it increasing/second twin prescribing. They have both been having formula at night time so I called up and the receptionist refused to pass any message across and said I had to come in, my pram doesn’t even fit through their door (inaccessible) and I have no one to watch one of my babies so that isn’t an option. Instead I have had to waste the NHS resources and have a phone appointment for two days time for something that will be resolved in seconds! I know they have processes but the letter has already been given to the doctors for both twins so a little common sense would help in some cases!
Visited November 2023
Review titled Park Farm Medical Centre
Replied on 29 December 2023
Thank you for highlighting your recent experience with the practice. We listen to all feedback and take on board what patients say about the practice. The practice has many processes in place to ensure the care that we provide our patients is safe and effective. This is especially evident when it comes to prescription requests. It appears that in this specific situation there may have been options available to prescribe the formula without the need for an appointment with a GP. If this was the case, then I am extremely sorry for the unnecessary inconvenience that this may have caused. This would certainly not have been the intention. Unfortunately, I cannot comment on the specifics of this feedback without further information. I would encourage you to contact the practice on ddicb.parkfarmmedical@nhs.net if you would like to discuss this incident in more detail. Many thanks, Simon Jones Practice Manager
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Review titled Rude and unhelpful staff member let's this practice down.
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2023
I have unfortunately encountered a rude and abrupt receptionist a number of times that is unfriendly in her manner with an unwillingness to help or even be sympathetic. It let's the practice down as all the other staff are fabulous, kind and caring but I no longer want to contact the practice as the way you are spoken to by this staff member is actually upsetting. This has led me to not go for screening or other check up apointments and I will only use this drs when I have no other choice. If you manage to get one of the other staff then they are wonderful and helpful.
Visited April 2023
Review titled Park Farm Medical Centre
Replied on 29 December 2023
Thank you for your review. We take all feedback seriously and will always look to learn and improve as a result of the feedback we receive. I am very sorry that you have been made to feel upset by a member of the reception team on more than one occasion. The receptionists do a fantastic job, even though they are under more pressure than ever before, primarily due to an increase in demand across the entire NHS. Front line NHS workers, including reception staff, are also experiencing more negativity, disrespect, and abuse than ever before. However, this does not excuse any of the practice staff being rude, abrupt, and generally unfriendly. Regardless of the issues mentioned above, it is important that the staff show compassion and understanding at all times, and I sincerely apologise if this was not the case. Please contact the practice on ddicb.parkfarmmedical@nhs.net if you would like to discuss this specific issue with me in more detail. Many thanks, Simon Jones Practice Manager
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Review titled Terrible Telephone Service
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2023
I have been on call for 45 mins, in a queue i started at position 25. when i reached number 5, the system suddenly moved my back to position 25. Why? this is shocking. Was happy to wait and queue like normal but to be suddenly booted out and start again is just terrible and frustrating
Visited March 2023
Review titled Park Farm Medical Centre
Replied on 29 December 2023
Thank you for your feedback. I am sorry to hear that you had an extremely frustrating and unacceptable experience with the telephone system. However, I am unsure how this has happened. For approximately 3 years, Park Farm Medical Centre & Vernon Street Surgery had a telephone system that only allowed a maximum of 5 callers on the line at any one time. Earlier this year we then increased this to 15 callers (although if you were number 6 or above in the telephone queue the message simply advised that there are more than 5 people in front of you in the queue). In the last 2 months our phone system supplier has been able to modify this further by advising each caller what number they are in the queue between 1 and 15. It has never been possible for as many as 25 people to be in the call queue at any one time when calling Park Farm Medical Centre & Vernon Street Surgery, and only recently have the individual positions been provided whilst on hold in the queue. Having said all of this, we realise that our current telephone system isn't perfect. We are able to monitor live call waiting times, in addition to average waiting times each day. We can see how many people are waiting in the telephone queue at any one time, and we're able to listen to all calls if required for training and quality management. However, there are improvements that can be made with the telephone system, and we are currently looking at different options for this coming March/April. Ultimately, the key component to any telephone system is the real-life person who answers at the other end. We have had a few changes to our fantastic reception team this year. Recruitment and training take time, and we apologise for any delays caused by the reduced number of reception staff working on certain days. Please feel free to contact me on ddicb.parkfarmmedical@nhs.net if you would like to discuss this situation further. Many thanks, Simon Jones Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 21 November 2022
Great service. Easy and quick to book an appointment. Helpful and polite receptionists. Very nice and professional gp.
Visited October 2022
Review titled Park Farm Medical Centre
Replied on 29 December 2023
Thank you for making time to provide this review. We really appreciate the positive feedback, which has been shared with the whole team. Many thanks, Simon Jones Practice Manager