STONEYCROFT MEDICAL CENTRE - Ratings and reviews
Reviews
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Review titled Terrible practice
Rated 1 star out of 5
by Mr Paul Harrison - Posted on 24 February 2023
These so called healthcare professionals couldn't care any less about the health and we'll being of their patients.Waited over an hour for an appointment after originally waiting 2 weeks to get the appointment.I work in a surgery and I know how bad the NHS is but this is certainly the worst gp practice in liverpool
Visited February 2023
STONEYCROFT MEDICAL CENTRE has not yet replied.
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
No longer able to ring at anytime to arrange a follow up appointment. Phoned at 5 pm to find appointments have been locked and asked asked to call back following day. This is a new rule that has not been communicated to patients and is very restrictive for working parents. I do not have time to phone back tomorrow to sit in a phone que for twenty minutes from 8 o'clock because everyone will be ringing at this time as they have all been told to ring at 8. I have been with this practice for many years and this rule to have everyone ringing at 8 is ludicrous. I am now looking for a new gp practice to move to.
Visited February 2023
STONEYCROFT MEDICAL CENTRE has not yet replied.
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Review titled Poor practice
Rated 1 star out of 5
by Diane Shawcross-Merritt - Posted on 02 December 2022
impossible to get a telephone triage, a member staff has no empathy and is very abrupt. I was at the surgery at 8 00 am 1/12/22 to make an appointment for my mental and physically ill brother and was told by a very rude receptionist no doctors triage till the following week, I explained my brother was referred by a mental health nurse to make this appointment to the surgery that day, the receptionist was quite abrupt and refused any further information. this is not acceptable behaviour from a receptionist. this surgery has lost its ability to care for its patients and need a nhs investigation. my brother is desperate to be seen by a gp and should not be treated in this manner.. ms shawcross - merritt.
Visited November 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 07 December 2022
Dear Patient Thankyou for your email and can I apologise for your experience , I will feedback your email and the difficulties you experienced to the team We are currently ensuring all staff receive customer service training to help and support them to help you and we will use your experience as a training example Can you please call the practice on 0151 317 6251 to book this appointment Kind Regards J Rimmer Head of Business
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2022
This surgery was once fantastic with amazing GP’s and is now awful. Trying to get an appointment in the first place is dreadful, I have waited over one hour on hold to get through on numerous occasions. I have to repeatedly press redial on my mobile (150+ times) to even get through. I feel like they are neglecting their older patients with only a house phone - how are they expected to stay on the line for this long?! I used to be able to book appointments online but this has now stopped. When I finally get through, and request to see either an individual GP or general GP, I get fobbed off - usually to someone who ends up needing to get me a doctors appointment. I am uncomfortable with the decisions the receptionists make, with extremely limited medical knowledge. The waiting time is ridiculous, you can be 5 minutes late to a 20 minute appointment and be turned away but yet are expected to wait 45 minutes to get in to see someone. I had an urgent bacterial infection and was told that there are no available appointments for the week and to ring back the following week - unfortunately I can’t schedule when I am going to be sick. They generally have no appointments on the day you ring up unless you’re one of the lucky few that manage to get through by 08.15….any time after that you have no chance of getting an appointment that day. The only positive is, when you finally get an appointment with a doctor, they have always helped me out with any medical issues.
Visited November 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 19 December 2022
Dear Patient Thankyou for your review and I am sorry to hear you feel we didnt offer an acceptable service All our staff are trained Care Navigators and will ask you questions to ensure you are offered an appointment with the clinician that meets your needs , this may not be a GP We have appointments available to book on line via the app and also face to face and over the telephone You can also request an appointment at out West Derby Practice should you wish Kind Regards J Rimmer Head of Business and Operations
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Review titled What is happening to this surgery????
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2022
9 times I tried to phone for an appointment. This was on the dot of 8am. All I got was the engaged signal. Eventually I got a ringing tone. Was told I was in a queue no number in the queue. I was on hold for 30 mins you can only listen to guitar music for so long before you put the phone down. Never once in the 30 mins did anyone come on the phone to say sorry for the delay. This isn't the first time this has happened. I wouldn't be surprised if one day this once brilliant surgery is closed down.
Visited September 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 23 September 2022
Dear Patient Thankyou for posting your review and I apologise for your experience We are changing the telephone access at Stoneycroft Medical Centre to ensure you are aware of your place in the queue and we are also going to have more staff available to answer calls at peak times We are also planning to offer further appointment slots via the NHS App that are bookable from 17:00 each day , we will advertise on our website and in the surgery when this is available and also notify you via a text message This will make booking appointments easier for patients and avoid the 8;00am rush for appointments also Jan Rimmer Head of Business and Operations
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Review titled 50 minutes on hold waiting in the phone queue
Rated 1 star out of 5
by Anonymous - Posted on 20 September 2022
Fifty minutes on hold this morning to eventually be told they did not have the results of my test 2nd September. Upon ringing the hospital I was informed that the results were sent by courier on 5th September and to check back with GP. After another 30 minutes waiting on the phone I was told that they would look to see if the results were in a pile to be scanned on the system. An hour later I visited the surgery to find out what was happening to be told that the results had been found and would be scanned in that night, which I telephoned again for confirmation. If I’m lucky I’ll now have another 50 minutes on hold tomorrow to get a doctors appointment to find out how serious my results actually are. Really not good enough and Practice Manager never seems to be available to address such a poor service, and it’s not like there scanning in the correspondence by the looks of things!
Visited September 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 06 October 2022
Dear Patient Thankyou for your review I apologise for your experience and we are currently recruiting additional staff to help with the current workload I have ensured there are further telephone lines available for patients to access the surgery and should we need to speak to you regarding test results , we will always contact you Kind Regards Jan Rimmer Head of Business and Operations
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Review titled bad practice
Rated 1 star out of 5
by r edmondson - Posted on 08 September 2022
been trying to get through on phone, no answer.had to call into practice.was told no appointments and if i want appointment have to que up outside of a morn with all the other sick people, but there be a big que and to try e consult.e consult can only be book after 12 midnight until 8.i booked in e consult and says gp will phone by 18.30 next day.waited by phone for 2 days and no gp phoned thanks very much
Visited September 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 23 September 2022
Dear Patient Thankyou for your comments and I apologise for your experience I will investigate why you were not contacted following your econsult booking We are also shortly releasing appts via the NHS App that can be booked at 17:00 , we will inform patients of this change on our website , via text and also witin the surgery . We are also ensuring there are further appointments available due to recruitment of staff and also more staff to answer your calls at peak times Kind Regards Jan Rimmer Head of Business and Operations
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Review titled Shocking practice
Rated 1 star out of 5
by Anonymous - Posted on 01 August 2022
Why is it that a doctors surgery won't allow you to book appointments over the phone and wants you to go to the surgery to book one? And says on the website can book over the phone. Receptionist seems to be in a mood whenever I call as well. Also went today to pick up a doctors note and the door is locked and a note saying to press the bell on the intercom, was there for over 5 minutes with no answer. Tried calling when I got home an no answer, meant to be open till 6:30. Really need to sort this surgery out, been going down hill for the past few years and ive been with this this practice for over 30 years!!!
Visited August 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 02 August 2022
Dear Patient Thankyou for your review The practice does allow for appointments to be booked via the telephone and I will look into why this has happened I apologise for the door being locked however we have needed to lock this due to a security incident at the practice for the safety of the team there , I will however ask why the intercom was not answered within a reasonable time frame I will also look into your other comments mentioned Kind Regards Jan Rimmer Head of Practice Business and Operations
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Review titled Absolutely Diabolical
Rated 1 star out of 5
by Peter Paul - Posted on 09 August 2022
was told by a doctor to ring straight away if having breathing problems. When I rang was told by a woman who eventually answered the phone after half hour the doctors will not see patients any more was told to ring 111or 999, I asked would a doctor ring me back as I couldn't breathe and was told they won't do that either don't see the point in this being here but now the place is locked up and has been for a few days so it appears it is now closed down nice of them to let patients know .its a sad ending for what used to be a great family doctors.
Visited August 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 10 August 2022
Dear Patient Thankyou for your review and comments I would like to assure you the practice is not closed , we had to shut temporarily due to a security issue at the practice and it has reopened today I apologise for your experience , the pressures of running 2 surgeries from one site over the past few days has meant we have experienced many problems , I will speak to the staff involved who answered the call. Kind Regards Jan Rimmer Head of Business and Operations
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Review titled appalling since the takeover
Rated 1 star out of 5
by Anonymous - Posted on 27 July 2022
I will leave a list 1 Unable to get an appointment 2 Unable to get appropriate dose of heart tablets since increased by acute 6 weeks ago 3 Receptionists not trained refused to let me speak to practice manager said there isn't one but she appears to be replying to comments 4 Require a sicknote as undergone procedure hoping to go back to work but no help to resolve obviously on the GPs direction 5 was an amazing family GP so disappointing 6 Cant discuss more than one symptom 7 Shocking surgery
Visited July 2022
Review titled STONEYCROFT MEDICAL CENTRE
Replied on 01 August 2022
Dear Patient Thankyou for your feedback If you would like to contact the practice we will be able to help you further with your problems in accessing our service . Our reception team ( Patient services team ) are constantly trained and developed to ensure they offer the best possible service at all times and I apologise if you feel this did not happen on this occasion I am based over at our other surgery hence why I respond to comments but you can leave a number for me to call you and I would be happy to speak to you , likewise we have an operations manager at the surgery who will be able to help you Kind Regards Jan Rimmer Head of Practice Business and Operations