Christmas Maltings & Clements Practice Pharmacy Feedback Centre 2020

Problems with prescription

April 9, 2021

Sent in a prescription online (March/April). Went to pick it up 5 days later to find they had not done it. Boots could not see it on their computer. I ended up getting medication from out of hours doctor as I had run out by then!! Then. 2 weeks later the pharmacy phoned me about my request but I did not get to the phone in time (I had just had surgery) so I tried to phone back. First time they cut me off whilst I was waiting, then I phoned again to be told I was number one in the call queue only to still be waiting 15 minutes later when I then ended the call. Guess what? They never phoned me back!

Anonymous

No service.

March 20, 2018

There is no service here. Reception staff rude and obstructive. You must plan to be sick. Sent away as not considered an emergency. 111 then assessed and got an appointment. Rarely get to see an actual doctor and certainly not the same one twice.

Anonymous

Reply from Christmas Maltings & Clements Practice Pharmacy

The Surgery apologises for the experiences you have encountered.

In relation to gaining an appointment, the system is At 0800 & 1300 daily, we release appointments just for “on the day”. These are for a variety of different staff including GP’s, Advanced Nurse Practitioner Prescribers, Physician Associates, Advanced Emergency Care Practitioners, pharmacists and physiotherapists.

Patients are able to phone or access online for the purpose of booking in advance for nurse appointments, especially blood tests and chronic disease related matters.

The Reception Team are trained Care Navigators. They are required to identify who is best to make an appointment with from the range of clinicians working in the Surgery. They must stick to a routine of questions per occasion. The demand of 17500 patients means the appointments each day are taken.

I apologise if the factual routine adopted in answering calls has offended you.

Andy Cutting
Service Manager

Phone queing system poor

October 23, 2017

Phone calls are go through queuing system. Callers can wait up to an hour to talk to someone. To book a blood test patients have to go through the phone queue if the patient works they are often unable to make a appointment for a blood test because they cannot access someone during their limited availability due to work commitments. Not only is it frustrating but it also disadvantages patients who work. Because no blood test can be made some patients cannot meet regular consultant appointment s as they need the blood test result for the consultant.

Anonymous

Reply from Christmas Maltings & Clements Practice Pharmacy

Thank you for your comments on the Phone system.

The Surgery upgraded the telephone system in May 2018 and this has reduced the complaints about the phone system. We are currently looking at the system on how we can develop it further for the benefit of all those that call the Surgery.

Patients are able to phone or access online for the purpose of booking in advance for nurse appointments, especially blood tests and chronic disease related matters. It is best to phone for such appointments outside the peak times stated above.

I apologise for the problems in contacting the Surgery you experienced.

Andy Cutting
Service Manager

Very poor, they are terrible.

September 11, 2017

Very poor when dealing with mental health, suffered from a young age with mental health and never had a great experience with it because of them.

Anonymous

Reply from Christmas Maltings & Clements Practice Pharmacy

Thank you for your comments on Mental Health.

The Surgery has recently commenced a new service which includes patients being called in for a full check with a Health Care Assistant and then review by a Clinician.

In addition Haverhill is currently being looked at with a view to having increased resources from the Clinical Commissioning Group, solely focused on providing services for patients.

Andy Cutting
Services Manager

Very hard to see a GP

December 14, 2016

My blood pressure was rising even though I was on tablets to reduce it. I tried to get an appointment with a doctor over 6 months which proved impossible.
On a recent appointment with a nurse for a blood test I asked about my blood pressure and told her I was unable to see a doctor. She advised me to cut down on salt and reduce weight and exercise more which I have done.
If a doctor had told me this years ago I would not have had a problem

Anonymous

Waiting too long for antibiotics

November 22, 2016

Waiting 6 days for Antibiotics for resident still not to be issued , after resident being diagnosed with a chest infection

Sally Hayes

Excellent doctor

November 17, 2016

Doctor examined my foot in more detail. Spoke to me directly rather than my carer, which was good.
Waiting time could be quicker

Anonymous

Impossible to get appointment

November 1, 2016

It would be quicker to get an appointment to see the coroner than a doctor

Anonymous

poor

July 25, 2016

I got taken off their books as I had not been for 5 years and they thought I had moved

Anonymous

good

July 25, 2016

They do keep you waiting but they do look after you

Anonymous

Christmas Maltings & Clements Practice Pharmacy