Reach Healthcare - Ratings and reviews
Reviews
-
Review titled Wonderful experience after so long
Rated 5 stars out of 5
by Anonymous - Posted on 19 April 2023
I felt the need to leave a review here as for the first time in a very long while, I’ve felt my voice was heard by a health professional and something was done. I had previously spoken with a couple of temporary/locum gps and couldn’t get them to even listen to me and was told on one occasion to be quick as only 5minutes were left !! This time, I luckily got an appointment with a new GP who I think will be a regular gp at reach health and not a locum). She listened to me, She was so kind and explained everything in very nice way and I felt that I didn’t have to struggle. I felt so relieved after talking to her. We need more doctors like her!
Visited April 2023
Review titled Reach Healthcare
Replied on 20 April 2023
Dear Patient Thank you for your feedback. It is great to have your positive feedback and would love to share this with the GP. If you could kindly write into the practice with more details and your name then we can make sure this is shared with the correct GP. Practice Manager
-
Review titled How on earth do I get an appointment!!!
Rated 2 stars out of 5
by Derie Anderson - Posted on 05 April 2023
I have a sixteen year old who’s extremely effected by hay fever and I’ve tried for two consecutive days to get an appointment but are met with a recorded message each time I ring to tell me to book online. When I try I get a ‘sorry this practice doesn’t support this’ message. How on earth do I get to speak to someone!!!!
Visited April 2023
Review titled Reach Healthcare
Replied on 11 April 2023
Dear patient Thank you for your feedback. I am sorry that you are having difficulty in trying to book an appointment. Please go to our webpage for Reach Healthcare and complete an e-consult form which will come through to the practice and we will contact you within 48 hours to arrange a suitable consultation. Practice Manager
-
Review titled Terrible referral
Rated 1 star out of 5
by Kaye Arnold - Posted on 07 May 2023
I was told by the Dr in March that a referral would be made for ENT depart. I chased 7 weeks later as hadn't heard. I was told it was with the secretary to send out. I then got a letter from secretary to ask me to make my own referral. This has taken over 7 weeks for a secretary to send out a letter......so now I'm seven weeks already delayed......shocking service
Visited March 2023
Review titled Reach Healthcare
Replied on 09 May 2023
Dear Mrs Arnold, Thank you for your feedback. We apologise for the delay in processing your referral. Unfortunately this is unavoidable due to the secretaries immense workload. We are looking into our workforce to improve referral turnaround times. Practice Manager
-
Review titled Very poor patient care
Rated 1 star out of 5
by James William Brewood - Posted on 28 February 2023
I have lost count of the number of times we have had to contact reception to wait on the phone for ages to chase referrals for medical care. We are told the staff are very busy with a back log of work to do, typing up the forms etc. Unless your medical treatment is a life or death situation this is considered not an emergency. Well it may not be to the doctor but it certainly is to the patient and their family.
Visited February 2023
Review titled Reach Healthcare
Replied on 01 March 2023
Dear Mr Brewood, Thank you for your feedback, and I am sorry that you have not had the service that we would like. Other patients have raised issues about access to the surgery and we are keen to improve this. We are in the process of changing telephone and digital access to improve these matters, and this should help in your case as for instance patients should have direct access to the referral team to keep updated. We are just awaiting a technical upgrade to our system and this feature should be live within the next month. We have a new telephone system and are recruiting more staff so that phone answering times should also improve. It will take a little time to induct and train the new staff but again this should improve very soon. Adrian Young Business Manager
-
Review titled Great Doctor
Rated 5 stars out of 5
by Anonymous - Posted on 14 January 2023
Today was my first experience with this doctor and I can honestly say she was amazing. Listened and explained with a very caring persona. Made me feel that my ongoing condition will be monitored where as previously I have felt that I have this condition but I just have to get on with it. Thank you
Visited January 2023
Review titled Reach Healthcare
Replied on 23 January 2023
Dear Anonymous Thank you for your positive feedback which will be fed back to the staff. Practice Manager
-
Review titled Neglectful service
Rated 1 star out of 5
by Anonymous - Posted on 06 February 2023
Econsult 30/1 for headache in excess of 3 weeks and additional symptoms. Doctor called that morning. Asked me to have blood pressure done at lordswood then they would call back (i presumed that day) called 530 to be told by the receptionist "if that's what he said he will do then that's what he'll do" no check of my details at all. No call back. I called again Tuesday receptionist said she will put task on for doctor to call me Wednesday or at least give her an instruction of what to do for me next. No call Wednesday. Thursday paid for private gp consult told that i need to see gp face to face and have bloods. Their report would take 24hrs to reach gp. Called Monday 6/2 no notes from private gp nothing updated from task given to doctor last Wednesday. Receptionist asked why i want an urgent appointment?? I don't i just want the call back at least i was expecting and also the care another doctor believes i should be given. Appointment offered 16/2 i said this is neglect. After going back and forth over the fact this is all they can offer and how everyone's in the same boat(they're not, they haven't been waiting for the appointment for already a week) i begrudgingly booked this appointment and will look into my other options. One of which is to call back tomorrow at 830 and i am sure everyone will know the result of that call after missing the first hour or so of my work day to make it.
Visited January 2023
Review titled Reach Healthcare
Replied on 07 February 2023
Dear Anonymous Thank you for your feedback. We apologise and empathise for your poor experience. Please contact reception and we will try and assist you in getting an earlier appointment. Practice Manager
-
Review titled Phones not working
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
Tried calling after receiving text saying my nan needed her dementia review and physical health check booking. Online shows practice as open but when you call it says we are now closed. Tried slightly later in morning thinking they were just at late getting in and phones still say we are now closed with no indication of when they are opening. Online still says it is currently open
Visited December 2022
Review titled Reach Healthcare
Replied on 23 January 2023
Dear Anonymous Thank you for your feedback. We apologise that you have had problems contacting the practice by telephone. The phone lines open at 08.00am until 12.30pm and then from 14.30 until 18.30pm. Due to high volume of incoming calls you can send an e-consult to the practice between 07.00am and 11.00am Monday to Friday and our staff will contact you to arrange any appointment requirements you may have. Practice Manager
-
Review titled Impossible to get an answer
Rated 5 stars out of 5
by Anonymous - Posted on 17 October 2022
My son was ill over the weekend, ambulance out and report sent to Reach as he needs tests and a referral. He went in person first thing today and was told that an on call GP would call him. Typically my son missed the call, and caller withheld number. We have tried to call the surgery and even though they are meant to be open, the message says to say on the line and when all the messaging finishes "sorry you cannot be connected" and you are disconnected from the call. E-consult only available for a few hours in the morning and no other way to contact the surgery. Text message received from GP now, with no contact details and an insulting message about contact the surgery if you are still concerned. How can this be a good service? Its not, its awful and its no wonder that A&E are overun with people needing help - Reach healthcare have just got worse and worse since becoming reach. Shocking service and really not happy with this latest communication with them.
Visited October 2022
Review titled Reach Healthcare
Replied on 17 October 2022
Dear anonymous Thank you for your feedback. We apologise that you were unable to contact us and that your son missed our call. Please can you come into reception and we will be able to assist you. Practice manager
-
Review titled Unable to book smear
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2022
Submitted an econsult to book my smear test, only to receive a reply saying there were no smear clinics available and to try again at the end of the month. I am on a one year recall due to previous abnormal result. It is awful that you can't book a smear test especially since the NHS try so hard to encourage woman to have the confidence to go for them and when you try you are refused an appointment. This will discourage woman and this is awful because smears are life saving. If you have no clinics then you should have a waiting list and contact patients when clinics are available or advise an alternative provider to contact. It is not acceptable to just turn women away and say to 'try again at the end of the month' and 'hopefully they'll be more by then'.
Visited September 2022
Review titled Reach Healthcare
Replied on 26 September 2022
Dear Anonymous Thank you for your feedback. I am sorry that you were unable to book a smear appointment with the surgery and you should not have been turned away and asked to try again at the end of the month. The only reason why there are no appointments available at the moment is due to the fact we are running Covid and flu vaccination clinics daily which is taking our nursing staff away from their normal clinics. Now we know in advance when the vaccination clinics are running we will be able to make nursing appointments available for smears and more routine nursing procedures. As I do not know your name I am unable to contact you and book an appointment for your smear. Please can you come into reception and we will be happy to either book a smear appointment or add you to our waiting list. Practice Manager
-
Review titled Poor Service
Rated 1 star out of 5
by Lorraine Grey - Posted on 23 August 2022
E-consult is complicated and unless you tick a box you cannot proceed . I sent an e-consult yesterday to Be given a phone appointment in 10 days time. If this is the care we are getting it is not good enough. The reason given when I called is they are busy and it’s holiday times so short staffed … I will look into going elsewhere.
Visited August 2022
Review titled Reach Healthcare
Replied on 13 September 2022
Dear Mrs Grey Thank you for your feedback on your use of E-consult service. We apologise that you felt the service we offered gave you a poor experience. I would like to reassure you that all E-consults are triaged by a doctor when received at the practice and they will determine the urgency of the appointment that is needed and then it is booked appropriately. We are reviewing the whole process of E-consult to improve patient access and waiting times for consultations. Practice Manager