Sherburn Group Practice - Ratings and reviews
Reviews
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Review titled Excellent reception staff
Rated 5 stars out of 5
by Kim bynoe - Posted on 06 September 2023
I have had to ring twice in 2 days. The staff have been kind, friendly and efficient. I couldn’t have asked for better service. Thank you in these challenging times.
Visited August 2023
Sherburn Group Practice has not yet replied.
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Review titled such a shame
Rated 2 stars out of 5
by Anonymous - Posted on 08 August 2023
The new system means you wait even longer in a queue to speak to someone who has to take time to complete a questionnaire. This then is passed to a doctor to triage. I was given a next day appointment as it was deemed that I needed to be seen. I couldn't attend the automatic time that was sent to me via text. I spent another hour waiting to get back through to reception to explain i couldn't attend that time. I was advised that we need to ring on the day i could attend instead. Which was that day. The receptionist messaged the doctor whilst on phone to explain but didn't get a reply. The receptionist rang me back as soon as she did get a reply with the response that they will cancel the next day appointment given, and as its not deemed urgent i am advised to attend the urgent care at Selby and Leeds that same day instead, or else ring the doctor on the same day i was requesting to be seen - which is exactly what i was doing. There was no option of alternative times to support working people, or an option of a telephone call (presumingly because they still felt i needed to be seen), but worse of all, absolutely no logic to the reasoning. This is especially when I know from previous experience that if it is not deemed urgent/priority, there will be no appointments for at least 2-3 weeks, certainly not the next day. In similar contradictory terms, my husbands appointment which was apparently deemed urgent also took 4 weeks to be appointed. To add to this, the experience from the minor injuries hospital is that we wait for several hours only to be sent to the hospital or be advised to see a doctor, as it is a nurse led service with limitations. The whole service and pathways unfortunately seem like a waste of time for everyone, with inconsistencies and the danger of people waiting longer than they should for treatment. It's a shame that the General Practitioner service is getting so far removed from people using them at all and is just going to put a bigger burden on Accident and Emergency services. I must say, the actual care of all the doctors have been brilliant for our family, but the process of seeing one is really letting the whole service down and I feel sorry for the receptionists that have to deal with the difficulties and contradictory information they have to give.
Visited August 2023
Review titled Sherburn Group Practice
Replied on 11 August 2023
Dear Patient, thank you for your feedback. We are sorry that you are unhappy with our service. It might help for me to explain the new triage process to you. With two weeks' notice, the Government told GPs to introduce a triage service from 15th May. This was to ensure that patients with the greatest need are seen first and others who may have symptoms that can be dealt with elsewhere are signposted to alternative services. Since implementing the triage process the GPs have been dealing with hundreds of patients each day and if you come into the surgery, there are statistics in the waiting room outlining how many patients are being dealt with. We have the most senior GPs triaging patient requests and therefore they decide the patients with the most urgent clinical need will be seen first. If the matter is deemed to be more routine, the patient will be added to our routine waiting list. If the problem can be dealt with by other services such as the pharmacy, patients will be signposted to them. Given that there needs to be a safe limit for the number of patients that GPs can deal with in a day (the Government accept this), then once we reach this point, patients may be signposted to the nearest urgent treatment centre. The UTC can deal with minor illness, has prescribing staff and is the most appropriate place for some patients to be seen. The practice has recently changed it's triage process to speed up call handling. The call handlers have to ask questions as per the triage process in order that GPs can make the best judgement as to who has the most urgent clinical need. Therefore patients need to give as much information as possible when contacting the surgery. It is quick and easy to do this online if you have the option as it saves you waiting to speak to a receptionist. If you would like to discuss this further with me then please contact me on the usual surgery number. Julie Lund, Practice Manager
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Review titled Used to be good, signs of not coping appearing.
Rated 2 stars out of 5
by Anonymous - Posted on 25 April 2023
As Sherburn in Elmet has grown and the pandemic happened. The GP service has declined. Care by staff is great but getting an appointment, getting a phone call answered and even trying to use online services is getting difficult. I can only book a blood test online as GP Appointment booking was removed when Covid started and the facility has not returned. The recent change to System One has been awful. Repeat prescription requests have not succeeded two month on the trot as the Airmid Phone Apps seems unable to pass the request to a clinician to review. I’ve ended up having to take additional time out of work to visit and resolve. I’m looking at alternative GP services and seeing if Tadcaster Medical Centre are taking patients.
Visited April 2023
Review titled Sherburn Group Practice
Replied on 25 April 2023
Dear patient, thank you for your feedback. I am sorry that your recent experience of services is not up to the standard you expect. The NHS is under extreme pressure at the moment and this includes primary care. There is a national shortage of GPs currently estimated at around 5,000. The Government is increasing GP training places but as training for a GP takes up to 8 years then this isn't going to provide an overnight solution to the shortage. Our recent move to SystmOne did cause some problems with requests for medication as it required all medication to be reauthorised by a GP on the first issue. This was a huge increase in workload for the practice which did cause a backlog of prescriptions. Your experience regarding ordering medication seems to be something to do with the Airmid app. The NHS app is working well for requests and for the most part people seem to be able to get their requests through in a timely manner. If you would like to contact us regarding your problem we can look into this further. Unfortunately I cannot contact you as you have posted anonymously. Julie Lund, Practice Manager, Sherburn Group Practice