Kirkley Mill Surgery Feedback Centre 2020

Long wait on the phone for an appointment

May 2, 2019

Waited a while to get this. Getting through on phone took a while today. I was verging on ringing 111, I was getting that fed up.

Anonymous

Reply from Kirkley Mill Surgery

we are sorry you had to wait before getting through to a receptionist. our phone lines are extremely busy from 8am with all care navigators answering them at peak times.
However we are hoping to install a new telephone system in the near future which will create more lines coming into our system.

Massive surgery, clean and quiet

May 2, 2019

Moved into area a year ago. Things seem pretty good. Surgery is massive, clean and actually feels very quiet. With such a high population, this strikes me as unusual.

Anonymous

Reply from Kirkley Mill Surgery

The Health centre is big but it is a multi user site. we share the building with ECCH who operate the community nursing teams, and physiotherapists. we, the GP Surgery actually occupy just a small percentage of the building in comparison to ECCH.

Not consistent, no confidence

May 2, 2019

Not consistent. GPs change. No confidence because of this. Feel you start from scratch when you see the GP. Get palmed off on a nurse too, which is OK, but cannot always deal with what I am there for.

Anonymous

Reply from Kirkley Mill Surgery

We are very sorry you feel you have been fobbed off by a Nurse. Our 'Nurses' are Advanced Nurse Practitioners who have an extensive clinical background and are highly trained.

At the point of booking your appointment the care navigator receptionist would have booked you in with the most appropriate clinician for your ailment/problem.

Helpful reception

May 2, 2019

Access is less good than used to be. Find reception helpful and it is good to come local for blood test when need them.

Anonymous

Reply from Kirkley Mill Surgery

Thank you for your feedback.

Kind staff

May 2, 2019

Here for blood test, appointment made easily and regularly. Staff kind on all fronts.

Anonymous

Reply from Kirkley Mill Surgery

Thankyou for your positive feedback.

Works for me

May 2, 2019

Do not have much experience of using this surgery, but it has worked for me so far. Got appointment today.

Anonymous

Abrupt receptionist

April 3, 2019

I came in for my appointment and I was unsure what floor I would be on. I asked reception. She quite abruptly just pointed towards where the screens are and told me to check in there and that it would tell me on the screen. I felt she could have spoken more nicely to me than that.

Anonymous

Good co-ordination

April 3, 2019

They co-ordinate my appointment well. I get text reminders which is very good. As I get anxious, putting my two appointments only 15-20 minutes apart is very thoughtful.

Anonymous

Long wait on phone to book appointment

April 3, 2019

Manage to get appointment 'on the day' once you get through, which can take about half an hour.

Anonymous

Very helpful staff

April 3, 2019

Very helpful staff. Phoned for GP appointment this morning, got straight through and was given an appointment at 9.45am but still waiting at 10.10am. Running quite late isn't so good.

Anonymous

Reply from Kirkley Mill Surgery

we are sorry you had to wait a while for your booked appointment. our clinicians do try to keep to time but some patients may have presented with a more complex condition that could have an impact on the 15 minute allocated appointment time, or the clinician may have been responding to an emergency which would have impacted on the appointment system.

Kirkley Mill Surgery