Calder View Surgery Healthwatch Kirklees

Rude and unprofessional

September 3, 2022

Terrible with phone wait times, sometimes not answering at all when there’s no one ahead of me in the queue. Severe lack of appointments, the reception staff are so rude and unprofessional, I’ve received information about a different patient before , most of the actual doctors/clinicians have almost no bedside manner or empathy.

Anonymous

Reply from Calder View Surgery

Dear Patient

I am sorry to hear you feel you have had a bad experience at the surgery , I am a little confused by your comments as we offer more appointments now than we ever have before our telephone system is new and I can see when there are issues with the telephone queue and there have been no issues today . Your comments are upsetting to my staff and clinical colleagues and I would greatly appreciate speaking to you directly to find out more about your issues it is very demoralising to us all when patients post comments like this without discussing them with us first . If you would like to discuss your concerns please contact the surgery and arrange to speak to me .

Not good service

June 30, 2022

I found it almost impossible to get through over the phone. When I did I was told I couldn't see a doctor but had a telephone call back which would always be hours and hours later. I have now moved surgery beacuse of this.

Anonymous

Reply from Calder View Surgery

I am sorry to hear you have difficulty getting through on the telephone, It is very important that if you ring at 8am that you stay on the line the queue goes down very quickly if you do this.
In terms of the telephone call back some consultations are suitable for a telephone appointment as oppose to a face to face. The Drs at the surgery set a protocol to define what is suitable for face to face or telephone, The Drs work all day running morning afternoon and some times evening surgeries so we would offer an appointment hopefully at a time suitable to you or when we had availability on the day you rang . It is perfectly normal for that to be for example at 6pm . If you rang with an emergency this would be have discussed at the time of booking but please remember we are not an emergency service . We offer on the day appointments and these appointments can be booked from 7.15 am right through to 7pm depending on the day.
Happy to discuss with you further if required but can see you have opted to change surgery

Quality of care hit and miss

June 9, 2022

The GP I am seeing now is exceptional and has fantastic people skills. However, for a long period, I saw another GP who overlooked a lot of my symptoms and misdiagnosed me with acid reflux. Even though my symptoms were getting worse and I continued to come back to her with the same issue, she did not explore other possibilities and continued to prescribe me the same medication for reflux. Eventually, I ended up in the hospital and needed emergency surgery on my gallbladder.
I understand mistakes can be made but I feel like she did not listen to my concerns and rushed each appointment I had with her.

Anonymous

Reply from Calder View Surgery

Dear Patient
Thank you for taking the time to post your comments. It would really be helpful to us as a practice and the Dr concerned if you could get in touch so we can discuss your concerns further, it is vital for ongoing learning and also useful to clarify whether things were explained in a clear way when you were attending.
If you would like to discuss please ring the surgery and ask to speak to the Practice Manager
Thank you

Not seen by regular doctor

June 9, 2022

Its difficult to get through to the front desk to make an appointment as don't always have the time to wait on hold for long period. Once you have an appointment it's always someone different. I don't think I've seen the same person twice, so I feel I have to tell them my history which takes up time and I don't feel you get very long with the GP as it is.

Anonymous

Reply from Calder View Surgery

Thank you for taking the time to comment on your experience at the surgery.
You are more than welcome to ask to see the same GP if you are coming with an ongoing concern or issue, please just ask when you ring for an appointment. Most of our clinicians do not work full time so sometimes it is not always practical for you to wait to see the same GP, but we will always do our best to try to accommodate a patients requirements.
Appreciate that the telephone queue may seem frustrating but the queue usually goes down pretty quickly . Our GP appointments are 15 minute slots so I am surprised that you felt that you didn't get long with the GP.
As always we are happy to discuss your comments further please ring and ask to speak to the Practice Manager if you wish to do this

Just missing the personal touch

June 9, 2022

The quality of the care is good but you don't get to see the same person each time so there isn't the opportunity for you to build a relationship and trust with your GP anymore and for them to know you and your medical history well.
The booking system is frustrating as you have usually to wait on hold for a long period and listen to a lengthy phone message which in my opinion does not need to go on for longer than 2 minutes.

Anonymous

Reply from Calder View Surgery

Thank you for taking the time to comment on your experience at the practice . You are more than welcome to book to see the same clinician when you come to the surgery please just ask when booking an appointment and we will try to accommodate your request , however not everyone works full time so you do need to bear this in mind when you are booking appointments. The booking system we use is one that is used throughout the country, offering on the day booking for issues that need dealing with on the day , but we do offer pre bookable appointments again it is just a matter of asking when you call the surgery or you can use online services to book.. Many people ring the surgery for inappropriate matters which hopefully by listening to the message they will have their query answered rather than hang on the phone . The message is updated regularly to include relevant information . As always if you would like to discuss anything further please do not hesitate to contact the Practice Manager

Good service, could be great with some tweaks

June 9, 2022

Quality of care is good and the staff are polite and friendly however you need to call the surgery before 8:30 to make an appointment and are left on hold for a long time which is challenging when you have small children to look after and get ready for school at that time too. Also, the recorded message on the phone system is too long.

Anonymous

Reply from Calder View Surgery

Thank you for finding the time to feedback on your experiences at the practice we really do appreciate when patients take the time to tell us how they have found things .
The majority of our appointments are available to book on the day , however we do have pre bookable appointments available which can be booked online or via a discussion with our reception care navigators . The recorded message is about to be updated however we do need to try to give a such information to patients as often by listening to the message they might realise they don't actually need to hang on the line .
Unsure what you mean with regard to been left on hold would be more than happy to discuss this with you if you wanted to get in touch and discuss further .

Brilliant

June 9, 2022

Quality of care is brilliant, no improvements needed.

Anonymous

Reply from Calder View Surgery

Thank you so much for your positive comments we really appreciate it when someone recognises the work we do

Good

June 9, 2022

I am happy with the surgery and the care from the doctors and nurses, waiting times cam be hit and miss sometimes but other than that I've had no issues.

Anonymous

Reply from Calder View Surgery

Thank you for taking time to comment on your experience of the surgery . it would be really useful to understand what you mean by waiting times , it would be good if you were able to ring the surgery and ask to speak to the Practice Manager
Thank you

I have great trust in the GP's

June 9, 2022

The quality of care is fantastic, my wife found a lump and she was seen straight away and the doctor made a referral straight away. She was seen to and had her results back within 10 days and the doctor communicated with us throughout. Very happy.

Anonymous

Reply from Calder View Surgery

Thank you for taking the time to respond , it is lovely for the whole team to receive such positive feedback.

Many Thanks

5 star ++

June 9, 2022

Both my wife and I have been here a number of years and we are more than happy with the quality of care we have received. From diagnosis, treatment to follow up, we have always felt well cared for.
Wait times on the phone can be a little frustrating but we accept that's to be expected and we do always manage to get through.

Anonymous

Reply from Calder View Surgery

Thank you for taking the time to post your comments we really appreciate it when someone gives the team some positive feedback .Appreciate the queue on the phones in a morning can be a little frustrating but it does go down quite quickly if you stay in the queue. We do welcome suggestions around how patients think we could improve our service please get in touch if you would like to join our patient group.

Calder View Surgery