Yarm Medical Practice - Ratings and reviews
Reviews
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Review titled Question about appointments
Rated 2 stars out of 5
by Linda Robson - Posted on 30 October 2023
Ive tried 21 times to ring this morning to no avail. I then came into the surgery for an appointment but none available. My question what is the best way make an appointment without standing in the the cold and rain taking into consideration my age. This is a genuine enquiry with no criticism of the sstaff.
Visited October 2023
Review titled Yarm Medical Practice
Replied on 05 January 2024
Dear patient Thank you for taking the time to provide feedback on your recent experience of the Surgery. I am sorry to hear you have face struggles with obtaining an appointment at the Practice. There are multiple means of contacting the Practice should you require medical advice or appointment, including in person at reception, via telephone, online via Airmid or Systm1 app and via eConsult. We have recently recruited additional reception staff to ensure we have an increased number of bodies responding to incoming telephone calls to help out patient population access the Practice. Yarm Medical Practice, along with many other Practices, are facing an overwhelming demand for appointments - and are regularly answering 1500 calls each week and providing over 1000 appointments over a range of clinicians. At this current moment in time, demand is outweighing capacity but we are working hard to try and alleviate the pressures as much as possible. Our reception team have also been requested to ask for a brief reason for your contact / symptoms, to ensure those who require medical advice / attention sooner are signposted to the most appropriate clinician or service in a more timely manner. We fully appreciate your frustrations, and have taken your feedback on board as we look to steer through the winter period. Kind regards Yarm Medical Practice
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Review titled Efficient care
Rated 5 stars out of 5
by Anonymous - Posted on 25 September 2023
Same day appointment worked really well. Seen within 11/2 hours. Given thoughtful care and further care as needed. Thankyou
Visited September 2023
Review titled Yarm Medical Practice
Replied on 27 October 2023
Dear patient Thank you for taking your time to provide some positive feedback to the Practice. This will be shared with the full practice team, and I am sure will provide a huge boost to them all. We appreciate all feedback, but it is particularly nice to receive positive feedback. Kind regards Yarm Medical Practice
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 09 September 2023
Very pleased with the interest shown to me,the answers given to my questions,& the Doctor’s general manner
Visited September 2023
Review titled Yarm Medical Practice
Replied on 11 September 2023
Dear patient Thank you for taking the time to provide some positive feedback to the Practice. I am happy to hear that your recent experience has been to the high standard that we set out ourselves. If you would like your comments to be passed directly to the staff members who dealt with you, please email nencicb-tv.a81027@nhs.net to provide these details, and I will ensure this occurs. Again, thank you for your positive feedback. Kind regards Yarm Medical Practice
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Review titled A Fantastic Practice
Rated 5 stars out of 5
by Stuart Robinson - Posted on 14 August 2023
Every time I have visited or phoned the practice the reception team have been absolutely fantastic. They always greet you with a welcoming tone or smile and despite the increasing pressures within the NHS nothing is too much trouble. On the occasions I have had treatment from either a doctor or nurse again the level of care and professionalism is second to none. I am very fortunate to have such a great practice on my doorstep. Keep up the fantastic work.
Visited August 2023
Review titled Yarm Medical Practice
Replied on 15 August 2023
Dear Mr Robinson Thank your for taking the time to leave such lovely, positive feedback. There are increasing pressures upon the NHS, but we are striving to not let this impact too much on the service we provide. All of our staff aim to provide high quality and safe care to all of our patients at all times, and to hear you have consistently received this when accessing the Practice is extremely welcoming. Again, I would like to thank you for taking the time to leave such lovely words, which will be fed back to the wider Practice team too. Kind regards Yarm Medical Practice
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Review titled 3 weeks to get through - to be told ring back at 8am
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2023
I am very concerned by the current appointments system. If you speak to a receptionist on an afternoon you are told to ring back at 8am. At 8am you are told the queue is full and ring back later. I have rang over a 3 week period at varying times of the day and got this message. I Finally spoke to a lovely receptionist late one afternoon to be told no routine appointments, but best to come in person at 8am and queue to try and get an appointment. She did advise that there were some late night appointments in a different area in a week - my last experience of this was poor. Luckily my issue is not urgent, however this must be so frustrating for anyone with a more urgent issue or anyone with limited transport. I have never known the problem to be so bad and really worry for timely access/outcomes for people with potentially serious conditions or vulnerable patients. Reviews are saying demand is outweighing capacity - so should the catchment area be reduced for example to reduce demand. When you do get through,, reception and clinical staff are all lovely and I feel it is a shame that they must have to deal with many frustrated patients - when they are working so hard. There are plenty of nearby practices that do not seem to have the same issues - it would be good to model what they do surely. I’ve used this surgery all of my life and have only experienced these issues the past couple of years - which appear to be getting worse. It’s very sad and I hope they find a positive solution soon.
Visited August 2023
Review titled Yarm Medical Practice
Replied on 11 September 2023
Dear patient Thank you for taking the time to provide some feedback on the Practice. Unfortunately, at the moment we are experiencing an exceptionally high level of demand and in recent weeks have also had a higher level of staff absence which has impacted our appointments even further. The recent housing developments within the Yarm area have impacted hugely on our patient population. As it currently stands, we are offering over 250 appointments per day. We are also working hard to "tweak" our current working systems to make access easier for the patients. This includes our recent Minor Ailment Clinic which is currently being trialled on a Monday and Friday 8:30am - 5:30pm, and is available for patients to walk in (depending on availability) for any minor ailment. Again, with this clinic and all our clinics, we have to ensure our clinicians are working at a safe capacity. We are also working hard to recruit additional clinicians and reception staff to try and meet demand. Upon making contact with the Practice, the reception team should be asking for further details with regards to what your problem is to determine the urgency. If, when you got through this did not occur, I would appreciate it if you could email nencicb-tv.a81027@nhs.net with your details, so I can listen back to any telephone calls and identify any training needs. I will also pass on your kind comments, about how pleasant reception and clinical staff when you have made contact. Kind regards Yarm Medical Practice
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Review titled Disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 18 August 2023
Receptionists usually very friendly and helpful and nurses and drs always have been compassionate. However after ringing recently for an appointment for my 4 month old baby due to reflux and explaining she was in pain was told that the next appointment available is a week away with no care or consideration that a week is a long time for a 4 month old to be in pain.
Visited August 2023
Review titled Yarm Medical Practice
Replied on 11 September 2023
Dear patient Thank you for taking the time to provide some feedback on the Practice. I am sorry that your experience of the Practice has not been satisfactory. After reading about your recent experience, I would be keen to listen back to the telephone call, hear the conversation and identify any training needs. My reception team should have asked for some details to ensure the urgency is assessed and the correct signposting advice is given. If you would be happy to provide your details, and date / time of the telephone call - please could you email nencicb-tv.a81027@nhs.net to leave your details. Kind regards Yarm Medical Practice
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Review titled Great consultation
Rated 4 stars out of 5
by Anonymous - Posted on 14 July 2023
Caring and very thorough. Wasn’t hurried and felt she was very knowledgeable. Would happily see her again.
Visited July 2023
Review titled Yarm Medical Practice
Replied on 18 July 2023
Dear patient Thank for taking the time to provide a review of the experience you have encountered at our Practice. We are very happy to hear you have had a pleasant visit to the Practice and the clinician you seen provide a high level of care. We have made some changes to our ways of working, and it is great to know these changes are having a positive impact on our patients. If you would like this feedback to be passed directly to the clinician you have consulted with, please email the Practice on nencicb-tv.a81027@nhs.net with the clinicians details, and we will ensure this is fed back. Once again, thank you for taking the time to share your experience. Kind regards Yarm Medical Practice If you would like this feedback to be passed directly to the staff member you consulted with
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Review titled Positive experience
Rated 4 stars out of 5
by Anonymous - Posted on 21 July 2023
Although I had to queue outside surgery waiting for it to open, once I got to reception I was able to get a same day appointment with gp. I waited ten minutes from walking in surgery to seeing the gp and had positive experiences with the receptionist and the gp.
Visited July 2023
Review titled Yarm Medical Practice
Replied on 25 July 2023
Dear patient Thank for taking the time to provide a review of the experience you have encountered at our Practice. We are very happy to hear you have had a positive experience with the receptionists and the GP, and that you were seen in a timely manner. We have made some changes to our ways of working, and it is great to know these changes are having a positive impact on our patients. If you would like this feedback to be passed directly to the clinician you have consulted with, please email the Practice on nencicb-tv.a81027@nhs.net with the clinicians details, and we will ensure this is fed back. Once again, thank you for taking the time to share your experience. Kind regards Yarm Medical Practice
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Review titled Outstanding service
Rated 5 stars out of 5
by Michael Clarke - Posted on 21 July 2023
After my consultation the Doctor arranged for me to have an MRI. This took place 6 days later and in less than 24hours the doctor rang me with the results and discussed the next course of action. I have also had a follow up call to confirm that there has been no further deterioration in my well being. The level of attention gives me every confidence in my problem being resolved.
Visited July 2023
Review titled Yarm Medical Practice
Replied on 25 July 2023
Dear patient, Thank for taking the time to provide a review of your recent contact with the Practice. We are happy that you have encountered a positive experience with the Practice, and you are highly satisfied with the level of care the clinician has provided you. If you would like this feedback to be passed directly to the clinician you have consulted with, please email the Practice on nencicb-tv.a81027@nhs.net with the clinicians details, and we will ensure this is fed back. Once again, thank you for taking the time to share your experience, it is greatly appreciated. Kind regards Yarm Medical Practice
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Review titled Appointments
Rated 2 stars out of 5
by Anonymous - Posted on 11 May 2023
Appointment system is a joke. Ring for ages on a morning to get on to the phone at 8am for an appointment (never get through til 8.30/45) then get told instantly ‘no appointments today’ they don’t ask about anything before saying this. Then when you ask when can you have one as it’s for something important, get miserable responses as if they don’t want to help. Left waiting days longer for an appointment. Told can’t send a link for photos as it takes too long so to use eConsult… which told me to book an appointment ASAP.. what was the point a I’ve got one booked but not til next week. Have to have an appointment for something different and given an awkward time I will struggle to attend, but told this is the earliest one and only time on that day. Comes to it, and I’m 7 minutes late due to where I work, and told I’ve lost the appointment as you only get a certain amount of time, next one offered the week after.. left without my prescription for god knows how long now! Really unhelpful staff on reception and starting so see why everyone complains.
Visited May 2023
Review titled Yarm Medical Practice
Replied on 14 May 2023
Dear patient Thank you for taking your time to provide feedback on your experience with the Practice. I am sorry that you have not had a satisfactory experience with the Practice. At this moment in time, demand is significantly outweighing capacity. We are receiving on average 800 calls per day, the majority of them coming at 8am. We are in the process of recruiting additional reception staff to help with this. With regards to appointments, we only have a limited number of appointments each day as we have to ensure the clinicians are working at a safe capacity. Having said this, we are providing more appointments than pre-pandemic, and we always have a GP available for urgent patients who are needing urgent help that day. I would, however, expect my receptionists to obtain some information about your symptoms so that they can determine if your problem is clinically urgent. If this has not happened then I do apologise and I will ensure that this is re-iterated to all staff. With regards to the appointment you had received at an "awkward time" - the receptionists can only offer what appointments are still available at the point of patient contact. The majority of appointments are 10 minutes (however, I am not saying yours was) and so if you attend 7 minutes into that appointment, it only leaves 3 minutes for the clinician to consult with you which in insufficient time and unsafe. We have full appointment ledgers on a daily basis and so cannot always accommodate patients who arrive late as it will impact on the entire day. You have raised some points, that I would like to look into further - specifically around your telephone call and eConsult - which could provide useful training / learning points. If you would be happy to contact the Practice to provide your details, I would be more than happy to investigate this further. Kind regards Yarm Medical Practice