Southwell Medical Centre
The Ropewalk, Southwell, Nottinghamshire, NG25 0ALContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Brilliant practice
Rated 5 stars out of 5
by Anonymous - Posted on 07 June 2023
I have had to use the surgery twice this month for my two sons, having rarely used the GPs before. I was very impressed with the Care Navigators on both occasions. They took the time to get a brief idea of my concerns to arrange appropriate and timely appointments and sent me links so I could send photos ahead of the appointments. The GPs on both occasions were amazing taking the time to listen and arranging what was needed. The dispensing team were friendly and efficient as ever. Thanks so much for your care during a time of extreme NHS pressures.
Visited June 2023
Review titled Southwell Medical Centre
Replied on 11 July 2023
Thank you very much for taking the time to leave some feedback for the team. I will be sure to pass on your comments at the next staff meeting. We always do our best to provide a good level of service and will continue to aim for this level of service. Kind regards Danielle Croucher Practice Manager
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Review titled Hello. Is anybody there?
Rated 5 stars out of 5
by Anonymous - Posted on 12 June 2023
I have, today, spent over an hour trying…in vain…to reach someone. Anyone. 1) Tried results: I had tests three weeks ago and have heard nothing. (The nurse made me (previously) assure her that, in the incidence of clear results, I would ensure I had an appointment to see either her or a doctor. I would like to comply. I have tried to comply. 2) I phoned: appointments (third in line for nearly 20 minutes. No movement; 3) I phoned general enquiries (similar to above but second in line). At least I moved from second to first!! And there I remained. All the while, a voice kept telling me how very busy they were. Unfortunately, so are most of us. I will have to go into the practice-where one receptionist will be dealing with calls/enquiries/appointments- and the whole surgery knows your date of birth and problem. Not good enough and not unusual.
Visited June 2023
Review titled Southwell Medical Centre
Replied on 11 July 2023
Thank you for taking the time to leave some feedback for the surgery. I am sorry to hear on this occasion that you have been unhappy with the service you have received. We do aim to answer calls as quickly as we can and I can absolutely understand that it can be frustrating waiting to get through. I would recommend if you are in the queue, it may be of benefit to you to use the queue buster which will hold your place so you don't have to wait on the phone. When you reach first in the queue, you will receive a call back. We have had really good feedback about this system from others who have used it. With regards to the specific issues you mention about your blood tests, unfortunately, I am not able to provide comment as there is not enough information to enable me to investigate this for you. In trying to obtain results, there is the option of signing up for online services so that you are able to see information we hold about you as well as viewing results once they are received and filed into your record. When visiting the surgery, we do have a private room that is available for patients who do not wish to disclose information at the front desk and if this is the case, please just let one of our Care Navigators in reception know and they will be more than happy to see you in this room, away from the other patients. As with all feedback, I will of course discuss your comments with the team during the next staff meeting as we are always keen to improve on the services we provide where things go wrong. Kind regards Danielle Croucher Practice Manager
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Review titled Exemplary
Rated 5 stars out of 5
by Peter - Posted on 02 June 2023
I attended for a cortisone injection. I have been in a great deal of pain. Nothing was too much trouble. I felt at ease; everything was explained. Dr S and her colleague who was in attendance were highly professional, engaging and genuinely interested in me as an individual. I was advised clearly about self-care. When I mentioned associated symptoms they were addressed and further appointments offered and confirmed. Wonderful!
Visited June 2023
Review titled Southwell Medical Centre
Replied on 11 July 2023
Thank you for taking the time to leave us some feedback. We appreciate your comments and I will be sure to feed them back to the team at the next staff meeting. Kind regards Danielle Croucher Practice Manager
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Review titled Exemplary service
Rated 5 stars out of 5
by Eve Griffiths - Posted on 15 May 2023
I have received wonderful care and attention from Southwell Medical Centre in recent weeks. This has been at every level from Reception staff to Clinicians and doctors. This is not something I have experienced elsewhere. You are all to be highly commended!
Visited May 2023
Review titled Southwell Medical Centre
Replied on 01 June 2023
Thank you for taking the time to leave feedback for the surgery. I am really pleased to hear that you have been happy with the service you have received. I will be sure to pass on your comments to our team during our next staff meeting. Kind regards Danielle Croucher Practice Manager
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Review titled When will Southwell cast off the cloak of covid?
Rated 2 stars out of 5
by Anonymous - Posted on 30 May 2023
Unfortunately, the surgery is still requesting masks to be worn. The pandemic is over according to world health organisation and the national health service (review wouldn't let me use capitals) and even Newark hospital has stopped wearing masks. Really is time to move on and get back to some normality!
Visited May 2023
Review titled Southwell Medical Centre
Replied on 01 June 2023
Thank you for taking the time to leave feedback about the surgery. I appreciate and completely understand your feedback regarding the wearing of masks, however the government guidance for NHS staff with Covid-19 is that they should try to stay at home until they no longer have a temperature or no longer feel unwell. This means if our staff members become unwell with Covid-19 they should not come into work. We are not a large employer so all absences can have an impact on the day to day running of the surgery. This can include cancelling pre-booked appointments, reduced ability for booking of routine appointments, longer queues at reception and on the phones, increased waits for prescriptions and more. We are therefore keen to ensure that any impact is as limited as it can be, particularly where the impact results in loss of appointments. Having reviewed local risk assessments, we have found that some departments in the practice are able to share their workload and where someone is off, the impact isn’t as significant. However, when it comes to clinicians, they often have full clinics which have been pre-booked (sometimes weeks in advance) and due to other clinicians also being booked up, there is no capacity to absorb a fully booked clinic somewhere else. The only option at this time is for all of the non-urgent patients to be cancelled and to ask them to re-book and then to re-distribute more urgent matters into the remaining available slots. This means that there are less appointments available to be offered to other patients. With Covid-19 absences being unplanned, it is often too short notice to secure locum staff. We currently only require patients and staff to wear face masks in clinical rooms or in situations where distancing is not possible (e.g during examinations). Outside of these situations, we do not ask patients to wear masks. We continue to review and update our risk assessments and where requirements change for mask wearing, we will of course keep our patients informed. I think we can all agree we would like to resume normality as the pandemic has indeed been hard on everyone, but we are prepared to forego normality a little longer if this allows for us to provide a better level of service to our patients. As with all feedback, I will discuss your comments with the team at our next staff meeting. Kind regards Danielle Croucher Practice Manager
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Review titled Excellent care
Rated 5 stars out of 5
by Jane W - Posted on 05 June 2023
Excellent medical care and treatment at Southwell Medical Centre. I had an appointment with an independent clinic recently and they too praised the standard of care I was receiving.
Visited May 2023
Review titled Southwell Medical Centre
Replied on 11 July 2023
Thank you for taking the time to leave us some feedback. It is good to hear that your experience with us has been positive as this is the level of service we aim to offer for all. I will be sure to pass on the comments to the team at the next staff meeting. Kind regards Danielle Croucher Practice Manager
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Review titled Brilliant practice
Rated 5 stars out of 5
by Liz Lupton - Posted on 23 May 2023
The experience I received was fantastic. The whole team were kind, caring and showed great professionalism at a time when I was particularly anxious. Thank you all so very much.
Visited May 2023
Review titled Southwell Medical Centre
Replied on 01 June 2023
Thank you for taking the time to leave feedback for the surgery. I am delighted to hear that your experience with the surgery has been a good one. We will continue to aim for these standards of care for all. I will be sure to pass on your feedback to the team. Kind regards Danielle Croucher Practice Manager
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Review titled Excellent care
Rated 4 stars out of 5
by Anonymous - Posted on 11 March 2023
Saw GP who promptly delt with referral and follow up care in a kind and sensitive way . The care received on referral was also excellent.
Visited March 2023
Review titled Southwell Medical Centre
Replied on 26 March 2023
Thank you for taking the time to leave your feedback about our service. We continue to work hard to deliver a good standard of care, that suits the needs of our patients. I am pleased to hear your experience with us has been good. Kind regards Danielle Croucher Practice Manager
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Review titled Awful Service
Rated 2 stars out of 5
by Anonymous - Posted on 31 March 2023
Had third lot of blood tests on Monday. At no point in between these tests has a Dr actually bothered to explain why my results show a problem. Phoned results line after 5 days to be told I could discuss it with Dr at the appointment. I wasn't aware I had an appointment. Very uncaring attitude and poor service
Visited March 2023
Review titled Southwell Medical Centre
Replied on 05 April 2023
Thank you for taking the time to feed back to us about the service you have received. I am sorry to hear that on this occasion you have not been happy with the service you have received. I am unable to comment on this any further due to not having enough information, however we do have a Practice Complaints procedure that we would recommend you follow if you wish to receive feedback about specific problems you have encountered. We work hard to meet the needs and expectations of our patients but occasionally things do go wrong. Where we identify this, we will always aim to improve. Kind regards Danielle Croucher Practice Manager
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Review titled Exceptional
Rated 5 stars out of 5
by Anonymous - Posted on 20 March 2023
When you continually hear whinges about poor service and long waiting times it is refreshing to deal with this practice. My first experience on asking for a non-urgent appointment was to be offered a face-to-face appointment with a choice of GP in less than 7 days. When first seeking a same day appointment I had a face-to- face within 40 minutes of calling - it could have been quicker but I'm not sure I could have been there in time! The next time, the GP had called back in less than 30 minutes. It goes without saying that the care and follow up I received maintained that level of service. Remarkable - thank you.
Visited March 2023
Review titled Southwell Medical Centre
Replied on 26 March 2023
Thank you very much for taking the time to leave us some feedback. We have been working hard to improve our services. Particularly the appointment system. We are mid way through our second appointment system trial so we are happy to hear about your experience. Kind regards Danielle Croucher Practice Manager