Royal Primary Care Clay Cross - Ratings and reviews
Reviews
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Review titled Update on last review unfair system
Rated 5 stars out of 5
by Anonymous - Posted on 13 December 2023
I posted a review on the 12th of December on here that I was seven minutes late and I had to remake an appointment to be fair on the surgery. The very next morning. They rang me up at 9 o’clock to offer me appointment for that afternoon as my case was an urgent referral, I thought this was very nice of them to ring me up to offer me a sooner appointment. I just like to let everybody know thank you very much for ringing me to offer me appointment the very next day. Much appreciated.
Visited December 2023
Review titled Royal Primary Care Clay Cross
Replied on 14 December 2023
Dear Patient Thank you for updating us - we are really pleased that your appointment has been brought forward and we have managed to rectify the issue for you. Kind Regards, Royal Primary Care
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Review titled unfair system
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2023
Today I arrived seven minutes late which I understand is my fault, but two weeks later I had an appointment and I was waiting 3/4 of an hour over my appointment time. I was not the only one that was not happy about this people sat in the surgery was all complaining, I think they could’ve made me see a doctor only seven minutes late, but if they’re late seeing you that is totally fine in their eyes, not a fair system
Visited December 2023
Review titled Royal Primary Care Clay Cross
Replied on 13 December 2023
Dear Patient We are really sorry that this was your experience with the surgery. If you would be happy to share your details with us and some further information, we would be more than happy to look into this formally for you. You can do this using the following link: https://www.rpcclaycross.co.uk/compliments-comments--concerns-form or by picking up one of our feedback forms from any of our reception desks Kind Regards, Royal Primary Care
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Review titled The "Enigma" code
Rated 3 stars out of 5
by Harry - Posted on 08 October 2023
I have just had the most exasperating time trying to decipher the link you sent me by text so I could fill in a questionnaire for an appointment on my computer. What's even more annoying is the fact that I received the text 20 minutes after leaving the surgery where I had just been to get my Covid shot!!! Not being overly tech savvy {and not owning an overpriced all bells and whistles phone} it took me at least nine attempts to correctly decipher and type the link onto my computer before I could log in, to me that link was as clear as mud, is all that really necessary? Just a simple text saying something like "Your ready for your annual review, please ring or call in to your surgery and book an appointment", or better still ring me! what could be simpler? Just remember sometimes the simplest methods are the best so please spare a thought.
Visited October 2023
Review titled Royal Primary Care Clay Cross
Replied on 29 November 2023
Dear Harry Thank you for taking the time to share your feedback with us. We are really sorry that you have had difficulties trying to access the link that we sent via SMS. We do send an SMS to patients with a mobile number as their preferred contact number as a first contact, but if you would prefer not to receive SMS we can update your records to so, you would just need to get in touch with us so that we can make this change for your. We have taken your comments onboard and will look to make changes to our process to make this easier for other patients who may be in a similar situation to yourself. Kind Regards Royal Primary Care
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Review titled Can never see anyone
Rated 3 stars out of 5
by Anonymous - Posted on 14 July 2023
Having been told to make an appointment by a clinician, it’s now been nearly two weeks , after hours on the phone and coming into the surgery I still cannot make one.. I’ve been told to make an appointment on line but there are never any appointments.. this is so frustrating when you cannot book in advance yet the pre recording message says you can… the staff don’t get me wrong are lovely and very helpful but the appointment system is an absolute disgrace .
Visited July 2023
Review titled Royal Primary Care Clay Cross
Replied on 19 July 2023
Dear Patient Thank you for taking the time to share your feedback with us. We are really sorry that you've been unsuccessful in booking an appointment with one of our clinical team. We do have new appointments being released every day for the following 7, 14 and 28 days. We have taken onboard comments from patients who have been struggling to make appointments and we are looking into this and putting together a new way of working to try and remedy this situation which we hope will help prevent the issues you've had with the surgery recently. If you feel we have not addressed your concern or would like us to contact you directly about this issue, please feel free to fill in the following form with your details and comments and we can arrange this for you: https://www.rpcclaycross.co.uk/compliments-comments--concerns-form Kind Regards, Royal Primary Care
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Review titled Worst practice ever
Rated 1 star out of 5
by Anonymous - Posted on 09 May 2023
Been told have high blood pressure and need to make an appointment at bluedykes surgery, this would be a miracle if you could even get through on the phone you ring and have to wait twenty min to get to someone picking up the phone then your cut off. Four times I tried and cut off everytime,that was 80 min on the phone to get nowhere. Its a complete disgrace and something needs to be done about it. they need reporting to someone higher,They probably be concerned if I have a serious effect from it .Theyve got a cheek putting a excepting new patients poster outside when they can't see the ones they've got
Visited May 2023
Review titled Royal Primary Care Clay Cross
Replied on 11 May 2023
Dear Patient Thank you for your feedback. We are really sorry that this has been your experience with the surgery. We know that at peak times, patients can be left waiting longer than usual for their call to be answered whilst our call handlers are dealing with a large volume of incoming calls. This is especially the case on a Monday morning after the weekend or following a Bank Holiday which we have had a couple of over the last month. We have recently taken on 4 new members of staff who will be working with our call handling team to help relieve the telephone call pressure and ensure our calls are being answered as quickly as we are able to, these staff are currently in training but we hope once they are fully trained we will see a positive reduction in our call wait times to help us get to patients like yourself sooner. If you would be happy to provide us with your details using the following form we can raise the issue of the disconnected calls with our telephone provider for them to investigate why this has happened: https://www.rpcclaycross.co.uk/compliments-comments--concerns-form Once again, we are really sorry that this has been your experience with the practice and we very much hope that any further encounters with the surgery will rectify the issues you've had to date. Kind Regards, Royal Primary Care
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Review titled Appointments difficult
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
I have had three appointments cancelled within the last eight days. The Doctors here are great, when you actually get to see one. On these three occasions I’ve had a text to cancel my appointments on the morning they are Durand it’s a long drawn out process to phone in for another one. My issue is that if they can’t fit all the patients on their books in for appointments why are they advertising for new patients
Visited February 2023
Review titled Royal Primary Care Clay Cross
Replied on 08 March 2023
Dear Patient We are so sorry to hear that you've had 3 appointments cancelled all within such a short time-scale. Without further information it is hard for us to discern why this has happened and we can only apologise for the experience that you've had. We fully understand how frustrating it is for patients to have their appointment cancelled. Especially if they have been waiting a while. Cancelling a clinic is our last resort, we will always endeavour to first find cover for the clinic first however this isn't always possible, especially in the current climate whereby agency workers are in such high demand. Wherever possible we do try to follow up the cancellation text message with a call to try to re-book any patients affected by a clinic cancellation, and we are really sorry that this didn't happen for you. If you would like us to address your concern formally, please consider filling in the following form to allow us to do so: https://www.rpcclaycross.co.uk/compliments-comments--concerns-form Kind Regards, Royal Primary Care