Walnut Tree Health Centre - Ratings and reviews
Reviews
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Review titled Instant Disregard
Rated 2 stars out of 5
by Gareth - Posted on 08 May 2024
This was the first time in 5 years that I have tried to use the practice service since the covid vaccine. I filled in an online request attached photos and wrote a description mainly wanted them to take a look (rash so pretty broad possibility of what it could be but it had tripled in size in the last 24 hours). I thought they will probably take the day to read it, they instantly read it and responded no lie in 30 seconds of me submitting saying for a rash go to the pharmacy and closed the request. There is no way they even looked at the images or read what I wrote what an actual waste of time, if they had said that after an hour I would think ok there not concerned but 30 secs..... I will honestly go back to private its such a waste of NI to fund GPs
Visited May 2024
Walnut Tree Health Centre has not yet replied.
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Review titled Poor Response
Rated 1 star out of 5
by Andew Jamieson - Posted on 08 May 2024
Love the idea of engage consult, but my experiences over the past 2-weeks have been really poor. Asking for assistance with acute pain -to be offered a phone call with a physio for 3-weeks time. Asking for more anti inflammatory tablets as running out it to be referred to the same appointment for 3-weeks time. To me it appears is the metric is all about closing down the cases, with the quality of the responses suffering as a result - the responses doing nothing to address the specific requests in the original request
Visited May 2024
Walnut Tree Health Centre has not yet replied.
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Review titled No Painkillers Prescription for Fibromyalgia Sufferer!
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2024
Prescription left online on 6th March with 1 week of pills left remaining. Prescription still sitting unauthorised on the system on 13th. Was told it would be red flagged. Checked again on 14th. Still unauthorised. This time told there's nothing else they can do. It is wholly unacceptable to left in pain when I have done my part in ordering my pain relief on time, but your pharmacy team do not provide the service. Outrageous
Visited March 2024
Walnut Tree Health Centre has not yet replied.
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Review titled Incompetence
Rated 3 stars out of 5
by Renee Wells - Posted on 30 January 2024
Spoke on the phone with a member of staff to book an appointment for my 8 month old son. She confirmed the time as 3:50pm verbally on the phone and said she'd put a note for 'tummy problems'. I turned up to my appointment as normal, and was told there wasn't one booked. I had walked all the way from my house which isn't close to the surgery. The receptionist then proceeded to look for the appointment rather than actually resolve the issue quickly. Now we have to wait for another appointment. Not fair and quite unprofessional.
Visited January 2024
Walnut Tree Health Centre has not yet replied.
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Review titled Rude staff and no GP appointments ever available
Rated 1 star out of 5
by Anonymous - Posted on 21 July 2023
Staff are rude and talk over you. Cant get an appointment for love or money. One stern reply is to go to walk in centre. GP is either sick or on holidays. What is the point of this surgery if you cant get to even have a telephone call with the clinical staff??
Visited July 2023
Review titled Walnut Tree Health Centre
Replied on 27 July 2023
Dear Patient, Thank you for your comment. We are sorry that you have been disappointed with the recent experiences you have had with the surgery. With regards to GP availability, we have indeed had some staff members absent unavoidably with illness recently. Whilst this is a terrible inconvenience for patients and the rest of the practice team alike, poorly staff are not actively encouraged to come in if they are not fit to do so, particularly when they are responsible for seeing potentially vulnerable and similarly unwell patients. The annual leave of our practice staff is monitored and limited, with every attempt made to ensure leave is taken across the year, evenly and fairly throughout the teams, with as minimal impact to the running of the surgery as possible. We appreciate accessing GP appointments can be a very frustrating process for many patients across the country at present, which is why we have recently employed the use of an online consulting system, Engage Consult, removing the need for patients to call or queue at 08:00 each morning and instead allowing them to logon to our website between the hours of 07:00 - 09:00 Monday – Friday, selecting Engage Consult from the home screen, and starting an online consultation. The online consultation tool will ask the patient several simple questions regarding their symptoms. Once submitted, the patient will be triaged, and an appointment made for the patient within a suitable time frame (symptom dependant). All Engage Consult submissions are responded to on the same day. Please be assured we take all patient feedback seriously and time bringing your issues to our attention is much appreciated. We share and discuss patient feedback as a team on a regular basis, with a view to exploring our current systems and how can improve upon them. Unfortunately, as you have shared your feedback anonymously, we are unable to look into your issues specifically however we do invite you to contact the surgery directly, where our management team, including myself, Reception Manager Naomi Carey and Practice Manager Clare Briars will be happy to listen and assist you. You can call the surgery on 01908691123 or email walnuttree@nhs.net. Thank you. Kylie Jordan Deputy Practice Manager
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Review titled Thank you
Rated 3 stars out of 5
by Anonymous - Posted on 26 July 2023
I have been in contact with two members of staff from the practice this last week, one a health care assistant and another one that books appointments. The health care assistant is always lovely, approachable, caring and expert in her job. She always gives time needed and genuinely cares about her patients. The admin staff was able to make an appointment for me to see the GP which was convenient for me. She listened and was empathetic when I explained the reason for my appointment and that I am unable to use the new consult engage system as I am at work at that time . It is frustrating and causes anxiety trying to get an appointment that fits around work commitments. But thank you both for being caring and helpful.
Visited July 2023
Review titled Walnut Tree Health Centre
Replied on 27 July 2023
Dear Patient, Thank you for your comments. I am pleased to read your positive feedback on both the Clinical and Administrative staff, and that you were treated by both with care and compassion. I am also pleased that despite being unable to use our new Engage Consult system, that we acknowledge may not be appropriate for all patients, you were still able to make an appointment with the assistance of the receptionist, at a convenient time. Positive feedback is so very appreciated, this will be shared with the team as a whole and I would like to thank you once again. Kind regards Kylie Jordan Deputy Practice Manager
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Review titled unprofessional staff
Rated 1 star out of 5
by Anonymous - Posted on 20 June 2023
I have been ringing for 2 days trying to sort out my medication which was due 2 days ago and is predated and one member of staff has been repeatedly rude to me Refusing to listen to me I am now without medication i really need.
Visited June 2023
Review titled Walnut Tree Health Centre
Replied on 21 June 2023
Dear Patient, Thank you for your feedback, I am very sorry that you had difficulty ordering your prescription on this occasion. There are strict guidelines in relation to predated prescriptions that the practice must adhere to. Please be assured, we share all patient feedback with the wider team and your concerns with the telephone manner of the member of staff assisting you will be discussed with the team as a whole. Thank you Kylie Jordan Deputy Practice Manager
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Review titled This practice is failing
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
Queued outside practice from 7:30 to be told all appointments gone When I asked what to do to get an appointment I was told I could queue up again tomorrow.
Visited April 2023
Review titled Walnut Tree Health Centre
Replied on 12 April 2023
Dear Patient, Thank you for your feedback. We are sorry that after waiting in line this morning you were unable to book an appointment with one of the clinicians. We are certainly feeling the impact of the double bank holiday weekend this week. I would like to assist you and get something booked in, as you have posted anonymously I am unable to contact you directly, however if you would like to discuss further please kindly contact the surgery asking for myself and I will be happy to assist. Thank you. Kylie Jordan Deputy Practice Manager
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Review titled Never felt a thing!
Rated 5 stars out of 5
by Anonymous - Posted on 07 March 2023
I came in for a blood test and the nurse on duty was excellent - no 'sharp scratch' when inserting the needle - I never felt a thing. Couldn't have gone better!
Visited March 2023
Review titled Walnut Tree Health Centre
Replied on 08 March 2023
Dear Patient, Thank you for taking the time to share such positive feedback - we are so pleased to read that you received such good care from one of our Nurses. I will be sure to share your review with our Lead Nurse Rebecca Mounch, and the Nursing team. Kind regards Kylie Jordan Deputy Practice Manager
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Review titled Positive
Rated 4 stars out of 5
by Anonymous - Posted on 16 February 2023
A positive meeting with nurse - a pleasant lady who listens to your concerns and offers practical and helpful advise - Many thanks
Visited February 2023
Review titled Walnut Tree Health Centre
Replied on 02 March 2023
Thank you very much for taking the time to comment on the positive experience you had here at Walnut Tree Health Centre. Our Nursing team work incredibly hard and we are pleased you were met with such care and a level of service the practice strives to consistently deliver.