West Hull Health Hub
61 Calvert Lane, Hull, HU4 6BLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Terrible system and service
Rated 2 stars out of 5
by TJB - Posted on 22 May 2024
The system in place at this practice is ridiculous. You ring up at 8am to try get an appointment as you have been told to do and then have to wait in a queue of god knows how many, that’s if there isn’t already 100 people in the queue. So you wait or try again later only to then be told there are no appointments left for that day!!!! What is that about?? I can only make my appointments by phone as I can’t get in to the surgery easily due to my condition which is the same reason I need an appointment. I can’t risk popping in in person and struggling with the pain getting in there to only be told there’s no appointments left. I’m not even over bothered about seeing someone face to face a phone appointment would be great(although face to face would be better) but you can’t even do that. It is totally ridiculous. The practice needs sorting out and quickly
Visited May 2024
West Hull Health Hub has not yet replied.
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Review titled Absolute diabolical experience!
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2024
Firstly 100 in the queue to make an appointment, when I finally got through I was offered appointments everywhere but my surgery! Is there any wonder people don’t want to even ring doctors on the first place! Managed to get an appointment for 16:00 it is now 16:42 I still have not been seen! Twice now I have asked the receptionist and been told they’re behind, so every single doctor in the surgery is behind?
Visited March 2024
Review titled West Hull Health Hub
Replied on 29 April 2024
Dear Patient Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with the service that you have received. I would be happy to discuss your concerns further with you. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind regards Sophie Patient Experience Officer
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Review titled The Public Deserve Better
Rated 1 star out of 5
by Anonymous - Posted on 09 August 2023
Why, when booking to see a GP do we never get to see a GP. Instead we see a Health Care Practitioner or some other non-GP title. Not sure on their credentials however don't much much fill me with confidence when they say that they'll need to speak with a colleague about your child's ailments to see if it needs a referral! Complete waste of time and we deserve better. We deserve to see a qualified GP. This extra layer may seem like it cuts queues quicker but it's a false economy and a waste of time. I remember about 20 years ago when this practice was great. Really sad that this GP practice is failing patients and nobody is holding them to account.
Visited August 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Awful system
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2023
I need to speak to a doctor about worrying test results/diagnosis. On previous occasions, results have been sent to me by text or phoned through by the GP but this time I read them on the app. I have spent upwards of an hour on the phone today...I was first told there were more than 15 in the queue, after 40 minutes on hols this had risen to more than 30, then one is told that they had reached their clinical capacity and there were no appointments left to book. When I rang yesterday, there were more than 100 in the queue and I was just cut off. I did use the online feedback/complaints form but the only response has been that I should phone the surgery - how? I have severe mobility problems so I can't just pop in on spec.
Visited August 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our care navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Kind regards Patient Experience Team
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Review titled Embargo on presenting more than one problem at a time
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
It is still very difficult to see a practitioner. When you go you are only allowed to mention one problem. If there is more than one, you have to rebook, but are not allowed to make the appointment at reception on the same day. So you have to come in again and speak to reception on another day. It doesn’t seem possible to provide care under these circumstances as people may have interlinked problems, especially elderly, complex care, fragile patients, multiple medication situations. The individual practitioners may be good but understanding health situations cannot take place, especially as there are many different practitioners so they cannot see the whole picture under these conditions. It is exhausting to keep trying to get things sorted out under this system, leading to further deterioration. Suggest people are able to discuss the whole picture not just one. I hope the practitioners can advocate for a safer more holistic appointment system and consultation set up
Visited July 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Embargo on presenting more than one problem at a time
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
It is still very difficult to see a practitioner. When you go you are only allowed to mention one problem. If there is more than one, you have to rebook, but are not allowed to make the appointment at reception on the same day. So you have to come in again and speak to reception on another day. It doesn’t seem possible to provide care under these circumstances as people may have interlinked problems, especially elderly, complex care, fragile patients, multiple medication situations. The individual practitioners may be good but understanding health situations cannot take place, especially as there are many different practitioners so they cannot see the whole picture under these conditions. It is exhausting to keep trying to get things sorted out under this system, leading to further deterioration. Suggest people are able to discuss the whole picture not just one. I hope the practitioners can advocate for a safer more holistic appointment system and consultation set up
Visited July 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Poor appointment service
Rated 2 stars out of 5
by Paul - Posted on 02 June 2023
I have been waiting over a month for the results of a couple of Hospital appointments. A letter was also sent in January to the surgery requesting a referral to the eye clinic which as not been actionioned. I have been on the phone all morning today and also been unable to get through. At one point I was number 15 in the queue and then suddenly in a queue of more than 30. And now a message as come on saying that they have reached full capacity for today. I am getting very worried about certain aspects of my health and with working full time find it almost impossible to get help. I would like to point out that when I have managed to speak to your staff there have always been very polite and clearly do there best.
Visited June 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Paul I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our care navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Kind regards Patient Experience Team
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Review titled Left frustrated and angry
Rated 1 star out of 5
by Anonymous - Posted on 13 April 2023
Waited over an hour to get through to be told I need to ring back in the morning re: prescription matter. Insist on a "medication review" which out my prescription on hold - this is medication reviewed by a hospital and medication I have taken for 30 years and will need to take forever. So unhelpful. I have one tablet left for tomorrow then who knows - death? Coma?
Visited April 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Many thanks
Rated 5 stars out of 5
by Carole Britton - Posted on 11 April 2023
I had concerns about my health and got a same day appointment with the loveliest doctor who made me feel so comfortable. He was reassuring but set in place tests. It meant so much to me and I felt looked after. Thank you!
Visited April 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Carole We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
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Review titled Outstanding
Rated 5 stars out of 5
by Joanne Dawes - Posted on 28 December 2022
This year the staff, nurses, practitioners and doctors have been outstanding, especially since my mams passing, the care she received was fantastic, and the care and understanding and support from the staff and the grievance councillor, have been brilliant, and I've never had a problem, with , getting appointment, on the phone or in person, would like to thank you all, especially this week with getting me to see a doctor straight away.
Visited December 2022
Review titled West Hull Health Hub
Replied on 06 December 2023
Dear Joanne Thank you for taking the time to leave the Practice a positive review. This is very much appreciated and will be shared with the team. Kind regards Patient Experience Team