Rise Park Surgery - Ratings and reviews
Reviews
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Review titled Amazing new service
Rated 5 stars out of 5
by Anonymous - Posted on 30 January 2023
Used the practice new online service this morning. Onto the page at just after 8am filled out the easy questionnaire and attached photos with ease, I had to do this twice over for both my children but was so simple and easy to do. Got immediate text message acknowledgement of my forms. Doctor had reviewed my queries and I had text message confirmation at 08:32 that both the prescription’s would be sent to my nominated pharmacy! Much better service. No waiting in the phone queue, didn’t have to wait for a call back and an efficient response for a Monday morning and for children under 2. Good choice of system practice team!
Visited January 2023
Review titled Rise Park Surgery
Replied on 30 October 2023
Dear Patient, Thank you for taking the time to send us your review and I’m so glad that you had a positive experience with the online triage system and that your children’s healthcare concerns were dealt with so quickly. The system was designed with the ‘call queues’ in mind and we were very mindful that we wanted to improve access for everyone. We know that not all patients are able to use the online system but for those that can this then reduces the waiting times on the telephones. Once again, I’m pleased to hear of your positive experience and I will share your feedback with the rest of the team. Kind regards, Jo Hynes Patient Services Manager
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Review titled Not satisfied
Rated 3 stars out of 5
by Anonymous - Posted on 02 December 2022
Seeing a gp as I want a diagnosis regarding pain..not satisfied with being told it could be this! Refusing to do blood tests & refusing to refere me for x Ray/scan. Being told to go and sit in a&e for hours where they will give me blood tests. Forgive me if I'm wrong but they don't want you going a&e unless it is virtually life threatening. All I want is a genuine diagnosis as to what is causing my pain. Also having your obs taken- blood pressure/temp etc. To be written down on a piece of paper on the desk. Then having to take another look at that paper to see wether they had actually done it. Earlier I had a telephone call with this gp. Only to be asked what I think could be wrong!!!! Well this is why I'm calling you! Not satisfied at all I sincerely have no faith in this gp. This is the first time I've had contact with this gp, it will also be the last
Visited December 2022
Review titled Rise Park Surgery
Replied on 19 December 2022
Dear Patient, Thank you for taking the time to leave a review and I'm sorry to hear that you have been left disappointed by your experience. If possible I would like to discuss this situation further with you so please feel free to contact me by emailing me at nnicb-nn.c84129@nhs.net. Thank you and kind regards, Jo Hynes Patient Services Manager
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Review titled Requires improvement
Rated 2 stars out of 5
by David Hallam - Posted on 30 December 2022
It’s is so easy to criticise NHS service’s but we may need to look for reasons why the service is not working as well as it should. My Wife and I were transferred to the Rise Park surgery about 3 years ago when the surgery that we had been patients at was closed. We had been there for over 30 years and had always enjoyed excellent service. I believe we were transferred to a surgery that couldn’t cope with the increased numbers, we don’t even know the names of the doctors or what services are offered. It may have been advisable to produce a brochure explaining all the services the Rise Park surgery offer. Looking at the various complaints it is always about the availability of being able to talk to a doctor. I think the receptionist have a terrible job of trying to deal with awkward patients but also believe that this could be improved by consultation with a patient body. I do believed if patients were kept up to date with any problems the surgery has the lives of patients and staff may become easier. A idea may be to have a patient’s forum were problems could be discussed and remedy’s found. I am sure in the area there are retired professional people who would be willing to share their years of expertise to hopefully run the surgery in a more professional way. Looking at your ratings you must agree that improvements are needed, and doctors do not have the time to look into the various problems that hit any business from time to time. You may look at this review and say he doesn’t know what he is talking about but there must be ways to improve your service to the community that you serve.
Visited December 2022
Rise Park Surgery has not yet replied.
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Review titled awful reception call service
Rated 2 stars out of 5
by Anonymous - Posted on 09 December 2022
I have been on the phone over an hour and started from que position 5 so didn’t expect to be waiting long. I’m now in que position 3 after waiting so long .. I’ve walked to the clinic and reception are not on their phones they’re chatting away to eachother. This is not professional what so ever .
Visited December 2022
Rise Park Surgery has not yet replied.
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Review titled Terrible practise
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
Been suffering pain for over 2 wks. Rang again today to get telephone consultation (again) had 2 already over the last 2 wks! To be told they have nothing & to ring bk tomorrow morning as they can't book in advance. Its absolutely disgusting the way they are running this practice at present. I'm now looking in to moving to another surgery. I understand most surgery's are in a similar situation. But rise park ( in my eyes) is on another level with not talking or seeing patients. As for ringing dot on 8am. I would love for someone to explain how you can be in a queue of 15 people!
Visited December 2022
Review titled Rise Park Surgery
Replied on 12 October 2023
Thank you for your review and I’m sorry to hear of your experiences in trying to reach the surgery and in trying to obtain an appointment. As you may be aware in December 2022 the surgery was undergoing a redevelopment program and unfortunately due to the building works we didn’t always have enough rooms for our clinicians to see patients ‘face to face’. Therefore, appointments were initially carried out by telephone. I can assure you that if a clinician felt that they needed to see a patient ‘face to face’ the patient was always invited into the surgery for a review. This was the only way for us to continue operating and though we accept it wasn’t ideal it was the best we could do in the circumstances. We acknowledge though it was very difficult to give patients choice as to how they were cared for and that is regrettable. Fortunately that situation is now resolved and we have a fantastic, purpose built surgery that allows all the clinical team have a bright, airy and fully equipped room to use. As regards booking in advance all Doctor appointment requests are triaged by a clinician and appointments are given to patients based upon clinical need rather than by patient request. We have a fantastic primary care team based here at the surgery who may be able assist with many conditions; for example the pharmacy team may be able to help with medications that aren’t suiting you, a ‘First Contact Physio’ may be able to help with a newly acquired shoulder injury etc. Doctors appointments are a finite resource and in order to ensure that our patients are cared for and our clinicians work within predefined safe levels of working we have to limit the number of appointments we offer. We already work in excess of the safe levels on many days and this is not something we can do for patient or clinician safety long term. As regards your point about the telephone queue; the queue is set to a maximum of 15 people and this was a decision that was made in conjunction with our PPG a few years ago. The rationale behind this was that caller number 16 onwards would receive an engaged tone. The reason the queue is so long is that such is the demand within the community for our services. We understand it is difficult for patients to reach us by telephone and so that was one of the reasons for introducing the ‘online’ appointment and admin request facility. This has been extremely successful and many of our patients are telling us how convenient this is. We know it isn’t perfect (it’s great for requesting urgent/on the day but not so good for routine appointments) and we are working closely with our IT partners to get this resolved. I hope my reply has answered some of your questions and concerns. Please don’t hesitate to contact me at the surgery if you require any further information. Once again thank you for taking the time to leave a review and apologies for the delay in replying to you. Kind regards, Jo Hynes Patient Services Manager
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Review titled Not helpfull
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2022
Been suffering a back pain. Had 1 phone consultation with gp only to be asked wether I've been on pain relief. Yes paracetamol ibuprofen paracetamol with codeine & pain relief from a pharmacy. Told by gp to take 2 paracetamol! Signed of sick for 7 days. Put in another sick note on the 21st didn't receive that till the 28th after ringing the surgery on 4 separate occasions. Back to work 4 hrs in and ive been sent home regarding back pain. No appointments available( shock) Told by reception to go walk in centre. Was in the surgery with someone and both receptionists were chatting amongst theirselfs. I rang and was in queue position 4!! Clearly not as busy as their making out. Just not interested your pushed from one place to another..
Visited December 2022
Review titled Rise Park Surgery
Replied on 30 October 2023
Dear Patient, Thank you for your review and apologies for the late reply. I'm sorry to hear of your poor experience at Rise Park Surgery and that you were still in pain following your consultation. If this type of thing ever happens again, please reach out to us and ask for a 2nd opinion. As regards to your comments around appointment availability unfortunately demand for appointments always exceeds what we are able to offer, and we must balance patient safety and patient care with the safe clinical practice and welfare of the team here at Rise Park Surgery. Therefore, we have a finite number of appointments that we can offer per day. We aim to offer at least 50 urgent/on the day appointments every day plus prebooked routine GP appointments plus Nurse, Healthcare Assistant appointments plus physio appointments and appointments with our pharmacist for things such as medication reviews. Very often we offer more than 50 on the day appointments but that is our aspiration at the lower end. Once we have reached capacity the receptionists will signpost to other services in the area; very often that will be to a pharmacy for example or possibly the Urgent Care Centre in the city. As regards to the reception team chatting amongst themselves; I can assure you that any of the team but especially the reception team get very little ‘down time’ and their job is relentless. Of course, it is possible that they were ‘just chatting’ but it is more likely that they were discussing work; possibly seeking advice from a more experienced colleague for example. I sincerely hope that any further interactions and appointments since this time have been better for you. Please feel free to contact me via reception or email nnicb-nn.c84129@nhs.net. Also, if you would be interested in joining our patient feedback group then please also email to let us know. Kind regards, Jo Hynes Patient Services Manager
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Review titled Waste of time
Rated 2 stars out of 5
by Anonymous - Posted on 12 December 2022
Have been waiting three months for feedback re an email sent by a receptionist to a doctor. After twice chasing up, have been told today that I would need to see a doctor but there are no appointments and to keep ringing at 8am to see if any there are any available that day. Querying if I could book a telephone consultation, I was told this was for a telephone consultation. My problem is probably considered routine so why would I ring at 8am and take up an emergency appointment. I have been with this practice for over 40 years and I have never known anything like this. It takes ages to get through on the phone to be either cut off or told to ring back next day. Thought it was bad before Covid but it is even worse now and their mission statement doesn't relate to what one experiences.
Visited December 2022
Review titled Rise Park Surgery
Replied on 30 October 2023
Dear Patient, Thank you for taking the time to offer some feedback on our service. My name is Adam Harris and I am the Deputy Practice Manager at Rise Park Surgery. I am very sorry hear about your frustrating experience and I will look in to why this was the case. Unfortunately, without knowing more detail, I cannot comment as to why this has happened as this is not usual practice. We are currently looking at more options to benefit our service users including a channel for routine appointments to be booked in to the near future. We hope this will help our users and will create a better patient experience overall. If you would like to speak to me directly, please call the surgery and ask for Adam. Thank you again for taking the time bringing this to my attention. Adam Harris Deputy Practice Manager
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Review titled Thank you
Rated 4 stars out of 5
by Anonymous - Posted on 15 December 2022
On a couple of occasions I was able to get a telephone consultation and was seen face to face the same day. The doctor took my symptoms seriously and after several investigations found the cause. In consultations I was not rushed
Visited August 2022
Review titled Rise Park Surgery
Replied on 19 December 2022
Dear Patient, Thank you for taking the time to tell us about your experience and I'm glad we were able to help you in a timely manner. Kind regards, Jo Hynes Patient Services Manager