The Boulevard Medical Practice - Ratings and reviews
Reviews
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Review titled A GP surgery that doesn't take appointments ???
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2023
Message on the answer machine says "for same day appointments call before 9, for *everything else* call after 9" I want to discuss a long term health issue that is chronic but not urgent, so I call after 9. 55 minutes on hold and the immediate answer is "we're full today", that's it, no sorry, no thank you for holding nothing just "we're full" and silence. So I ask, can I book an advance appointment? not really, you'd be best calling back tomorrow before 9. So tomorrow I'll call at 8 prompt and clutter up an appointment that someone who needs urgent attention won't then be able to use? How is there no method of getting a consultation in advance ? at all? How can a GP not take any appointments for things that aren't urgent? Why are they only providing effectively A and E in slow motion? Trying to save everyone time, while on hold, I went to the website as instructed and tried to ask for an online consult (again, trying to save the surgery time dealing with my pointless call - not an emergency, no need for a same day or face to face, a nurse would be fine) but that's a one way system - advertised as open from 7am to 6pm but not taking any messages for the rest of today sorry, message again tomorrow for online consultation - surely the point of online is I can leave a message and then you get back to me? I can't comprehend how this is efficient or effective for anyone. I just hope the person who doesn't get their emergency needs met tomorrow so I can talk about HRT doesn't get seriously ill as a result.
Visited December 2023
Review titled The Boulevard Medical Practice
Replied on 12 December 2023
Dear patient, Thank you for taking the time to provide your feedback and I apologise for the negative experience you have had today whilst trying to book an appointment. We would like to look in to this matter further, could you please contact Reception and speak with either Carole or Natalie (Reception Manager and Assistant Reception Manager) so they can take some more details from you and ascertain where things have gone wrong. Routine bookings are available (both face to face and telephone) so this should have been offered at the time of calling. In relation to our Online Consultation system PATCHS there is not unlimited capacity so once the set capacity is reached a message is displayed to try again tomorrow. Our turnaround time for responding to PATCHS requests is 2 working days so with such short turnaround times we cannot have unlimited capacity. Therefore, when you have logged on to check the capacity had been reached for the day. The Practice team are working hard daily to try and meet the needs of our patients. But with such pressures on General Practices we find demand outstrips resource and we are working on ways to try and manage this. Looking at alternative ways for contact. Ensuring our Reception team are equipped to provide Care Navigation to enable them to triage patients to appropriate services- whether this be pharmacy, opticians, podiatry etc. We also have an active Patient Participation Group who meet regularly to discuss things from a patients perspective and share ideas and thoughts about what is going well and what could be better or changed etc. If you could contact the surgery as requested above, we would appreciate this to discuss further. Kind regards Lucy Mason Practice Manager
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Review titled Master Class In Face to Face Appts!
Rated 5 stars out of 5
by Mrs Norton - Posted on 14 November 2023
We saw a Dr this morning in ref to my son’s on going acne and he was exceptional in every way…. Why do I say this ? He had read the notes and knew the background (antibiotics / differin etc.) had a welcoming manner, listened, was clear on the three options available, answered my son’s questions and was overall sympathetic, kind yet efficient and direct. If he was being assessed on the patient impression of the consultation I would score him a sound 10/10. Well done indeed.
Visited November 2023
Review titled The Boulevard Medical Practice
Replied on 12 December 2023
Dear Mrs Norton, Thank you for taking the time to provide your lovely feedback. I have shared this with the Practice team and we are happy to see you and your son had a positive experience with his consultation and treatment. Kind regards Lucy Mason Practice Manager
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Review titled Media reports in the bottom 300 practices in the country
Rated 1 star out of 5
by Anonymous - Posted on 03 August 2023
With the awful on-hold music that emphasises how much time you are wasting whilst you are No 67 in the queue at 8.10am, only to be told no appointments today; the you must now use "Patches on-line" and therefore let Manchester University have access to your files if you want any kind of healthcare provision from this practice (even if you don't use a smart phone or laptop); the failure to provide annual check-ups anywhere near your birthday (like they are supposed to); the failure to arrange repeat dispensing for meds that you will be on for the rest of your life; the rudeness of the reception staff and their inability to actually listen to what you are explaining to them and then when I take the initiative to ask for a blood test, because I know they will stop me getting my meds if I don't have one soon, they book it without even asking me what it's for. What has happened to this practice? It used to be good.
Visited August 2023
Review titled The Boulevard Medical Practice
Replied on 12 December 2023
Dear patient, Thank you for taking the time to provide your feedback and I apologise you are not happy with the recent contact you have had with the Practice. We are limited with our choice of hold music on our telephones but we have tried to pick the best one from the list, but we understand this may not to be to everyone's taste, I will review our current choice. Following feedback from patients we did trial removing the call waiting number, but when removed lots of patients requested for it to be put back, and therefore it was re-enabled. There is no mandatory requirement to use our online consultation system PATCHS. Services remain accessible by phone or face to face at our main Reception desk. Requests for medication can also be requested through the NHS app or the SystmOnline system. PATCHS is in addition to this and is a service commissioned by West Yorkshire Integrated Care Board and used by the majority of Practices across Calderdale. Patients are expected to read the terms and conditions before creating their account and can raise any concerns or questions in relation to their Data directly with PATCHS if they wish to. There is no requirement for us to provide annual reviews during the birthday month, this is something we have adopted over the years to help spread out the reviews and help patients to remember when they may be due. Depending on other factors such as other reviews done by secondary care, or following interim consultations we may push reviews on or call patients early to stop duplication or repeating of tests close together. But the majority of our reviews are still called by birthday month currently. In relation to medication being on Repeat Dispensing- this option is not available to everyone as it depends on the medication and whether investigations for safe prescribing over longer period of time (often 6-12 months) are in place and results stable or unlikely to change. We of course would be more than happy to discuss your options around repeat dispensing if you would like to arrange a review with a member of the clinical team? I apologise you have felt our Reception team have been rude or not listened to you during a call. This is not acceptable and we would be happy to review telephone call recordings to ascertain where things have gone wrong and identify any training needs. If you could contact Carole our Reception Manager she can take some information to search for the recordings. We would need to review your medical records to see why you weren't asked what the blood test was for when you requested to get booked in. Normally the Patient Services Advisors will only book a blood test if they can see a blood form has been raised on the record or the patient indicates they have received an invitation. Your review is anonymous so I am unable to begin any investigation to the above. If you wish to discuss the above further please get in contact with the surgery. Kind regards Lucy Mason Practice Manager
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Review titled Very poor.
Rated 1 star out of 5
by Anonymous - Posted on 07 June 2023
On Tuesday (yesterday) I called in to the reception at The Boulevard to book an appointment for my 88 year old mother who suffers from Parkinson's, recently had a fall that resulted in a night in hospital and, following X-rays was found to have arthritis in her hip, which explained undiagnosed pain she's been suffering from for a year or so. The hospital suggested we go to the GP for a follow up appointment and to get the appropriate pain meds. After explaining this to the receptionist, I was offered a telephone appointment for her as there were no face-to-face appointments available for several weeks. My mother is hard of hearing and I wanted to make sure that I was able to help her with explaining her needs and making sure the GP got the full picture of her requirements, so I declined the telephone appointment and was told the only way to get a face-to-face was to call between 0800-0900 on the day we wanted the appointment and then book it. Today, Wednesday, I rang at 08.20 to find I was 18th in the queue, 14 minutes later, when my call was answered I was told all appointments for the day had been taken, and was again offered the facility of a phone appointment, which I again declined. So, I now have to ring again in the morning, or call around at 0800 sharp to be in with any chance of getting an appointment tomorrow, which I'm going to have to arrange around a pre-existing hospital appointment. Why couldn't I have been given an appointment slot when I first called in person yesterday? Is this a GP surgery, or a call centre? Why isn't there discretion to offer 88 year patients an actual appointment?
Visited June 2023
Review titled The Boulevard Medical Practice
Replied on 24 July 2023
Dear patient, Thank you for taking the time to provide this feedback and I apologise you have had a negative experience when contacting the Practice to obtain an appointment. We offer both telephone and face to face appointments however it is not uncommon for our face to face appointments to be booked up first. However, if during a telephone consultation the Clinician feels the patient needs to be seen face to face they will arrange a suitable appointment for this to happen. We would be more than happy to add an alert to your mothers medical record to ensure staff were aware she is hard of hearing. If you wish to discuss our appointment system or any of your comments in more detail our Reception Manager Carole is more than happy to speak with you. Thank you once again for taking the time to provide your feedback. Kind Regards Lucy Mason Practice Manager On behalf of The Boulevard Medical Practice
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 08 December 2022
I transferred to this practice 3 years ago and it was the best decision. In my experience I have found all the staff members from reception to medical friendly, professional and go above and beyond to help myself and my family. This is an example of the nhs at it's best. Well done Boulevards and thankyou.
Visited December 2022
Review titled The Boulevard Medical Practice
Replied on 24 July 2023
Dear Patient, Thank you for taking the time to provide feedback on the Practice. We have shared this feedback with the Practice Staff and they are very grateful for the kind comments. Kind regards Lucy Mason Practice Manager On behalf of The Boulevard Medical Practice
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Review titled No customer service at all, let alone bedside manner
Rated 1 star out of 5
by Anonymous - Posted on 15 October 2022
I was there today to get my COVID jab and Flu jab, both were fine and problem free. However, I have been suffering with a sore throat and spitting blood, you can’t book an appointment online you can’t through the NHS app as both facilities have been disabled. While I was there in person I thought I would try to book an appointment and discovered you can’t in person either. I was advised to ring up and hope for the best and go to A and E if I wanted to be seen earlier. This practice has rocketed down hill in the couple of years I have been with it and I will be changing. You can’t book an appointment unless your prepared to spend your life on the phone and when you get through your told it’s full and try again tomorrow.
Visited October 2022
The Boulevard Medical Practice has not yet replied.
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Review titled Poorly run practice
Rated 1 star out of 5
by Anonymous - Posted on 25 October 2022
Unable to book an appointment for one specific requirement till at least mid-December, can't book any other appointments for anything else unless you are able to hang around on the phone for hours first thing in a morning (which is impossible for people with work commitments) as they only offer same day appointment booking.
Visited October 2022
The Boulevard Medical Practice has not yet replied.
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Review titled Badly run reception
Rated 2 stars out of 5
by Anonymous - Posted on 22 July 2022
Tried to make a payment, waited in the queue for 20 minutes as one gentleman was being served - why was nobody about to help out. Eventually assistance came but was unable to take the card payment as the system would not work and I didn't have enough cash on me. It's not the receptionist's fault but the office/reception has been useless since the merger and it seems to be getting worse, not better. By the time I left without making a payment there was queue of 10 people.
Visited July 2022
Review titled The Boulevard Medical Practice
Replied on 22 July 2022
We are sorry to hear you have not had a positive experience whilst attending the practice. This is not how we want our patients to feel and we thank you for taking the time to provide this feedback. Your comments have been passed to our Reception Manager to investigate to ascertain what has happened. We apologise the card payment facility was not working when you attended, I have looked at the system and we are back up and running now. You have left the feedback anonymous so we are unable to contact you directly to discuss this further to resolve your concerns. But if you would like to make contact with the surgery on 01422 365533 and ask to speak to our Reception Manager she will be more than happy to discuss further with you. As a Practice we take feedback very seriously and are always on the lookout for ways to enhance our services further. Kind regards Lucy Mason Practice Manager