The Grange Group Practice Healthwatch Kirklees

Very poor patient care

February 9, 2022

Very poor patient care, using Covid as an excuse to do the bare minimum. No follow up calls, appointments being cancelled. There is no care provided here.

Anonymous

Excellent service

February 7, 2020

Having moved to Birkby and having a bad experience even just trying to register with 2 local surgeries Fartown were amazing - quickly registered able to get oncall GP to call me that day for emergency meds due to poor service 2mtth failed delayed registrations and no appointments for 8wks at other surgeries.
The reception, oncall GP and practice nurse were amazingly helpful I then arranged a routine new patient appointment with an ANP at their other surgery and again amazing!! She was pleasant, personal and quickly dealt with my issues including a referral all those involved from start to finish are a credit to the surgery!! No complaints from me and as a clinician myself, I was very impressed with their professionalism and above and beyond service to help me.

L Mclaughlin

Reception staff very helpful

February 5, 2020

I tried to get an appointment but they were full but doctor rang asked questions and I got an appointment later that day. They were really helpful but sometimes when I go I have to wait a long time to be seen after my appointment time. Reception staff very helpful and listen.

Anonymous

getting appointments if now a problem

January 27, 2020

They provide a good service but right now things should improve. It is now a big deal to get an appointment when you need it.

Anonymous

Current doctor is great

September 24, 2019

In the past my chronic fatigue has been dismissed but my current doctor is great, has spent time with me, and listened. Given good advice.

Michelle Goodwin

Very helpful

June 27, 2019

Grange group in Fartown, Huddersfield has been my doctors for many years. The doctors have always been very helpful for me. They was always on hand when my dad was very ill a few years ago with home visits and helping us to get medical stuff for him when he was on his deathbed.

Anonymous

Staff are good

March 14, 2019

Prompt attention
Good staff

Anonymous

Nightmare appointment system

November 18, 2018

Fortunately my health has always been good. Last week I decided to make an appointment as I had some concerns that I felt I needed to address. I rang the Grange but was met with a very poor quality recording by one of the practice GP’s. I eventually got through and was told by a very rude receptionist that no appointments were available as November was booked up and she was unable to open Decenber’s calendar at this stage. I expressed my disbelief and asked her how I should then get an appointment. She replied that I should ring at 8am and would be allocated a same day appointment. I explained that I didn’t need a same day appointment. I was happy to wait. She explained that this was the only way. The following morning I dutifully rang at 8am to be met by a continued engaged tone. I tried this for the next four days and gave up. I am currently searching for a new GP practice, one who I can hopefully access. I can’t help but wonder about the poor souls who for whatever reason are unable to negotiate their complex and unreasonable appointment system. ????

Anonymous

Reply from The Grange Group Practice

I am sorry to hear about your experience, and the way in which you were advised how our appointment system works. Our receptionists are encouraged to provide options to patients and I am disappointed that you do not seem to have been presented with any in this instance.

Our receptionists are trained to ask about the nature of the problem, so that they can direct patients to the most appropriate person, in the most appropriate timescale. The majority of our appointments are protected, and released daily from 8:30am. Unfortunately, this can lead to a large volume of calls first thing in the morning. Our telephone lines are answered by several receptionists and calls are generally queued until answered. The practice has 10 telephone lines, and when these are all in use patients will hear an engaged tone. I understand this can be frustrating. Patients can also enquire about appointments by presenting at the surgery from 8:00am each day, and the practice offers an online booking facility to provide patients with options when trying to book an appointment.

Routine appointments are available to book in advance, however it seems at the time of your call, the following month's appointments had not been added to the system. In this instance, our receptionists should inform patients when those appointments would be made available. We generally aim to have appointments available to book up to 6 weeks in advance and I am sorry this was not the case when you called.

The recorded message on the telephone will be reviewed, to ensure the quality of the recording is satisfactory.

I will discuss your comments with my team in the hope that we can improve the patient experience in future.

Appointments difficult but good

September 13, 2018

Trying to get appointments by phone is difficult
Care is fine, receptionists normally okay

Anonymous

Appointments

July 12, 2018

Can't get an appointment for up to 3 weeks. You can only get emergency appointments if you walk in at 8am. Have not been given Vitamin D results.

Anonymous

The Grange Group Practice