Unity Healthcare - Clements Feedback Centre 2020

No real care offered - only frustration

February 19, 2019

Way too many instances of poor experiences at this surgery to detail

Anonymous

Reply from Unity Healthcare - Clements

The surgery apologises for the experiences you have encountered and any service that has not met your expectations.

If I can be of any further assistance, please do not hesitate in contacting me at the Surgery.

Andy Cutting
Service Manager

Clean Service!

February 19, 2019

Direct, Informative with passion for Health Care.

Dr Harry Athanassiadis

Reply from Unity Healthcare - Clements

Thank you for your positive comments, the Team at the Surgery are always lifted when positive comments are received.

Andy Cutting
Service Manager

Service poor

February 18, 2019

Has been going down and down over the years. Nurses very good but it is difficult to get in to see a regular doctor. Not much follow up done.

alcolm Easton

Reply from Unity Healthcare - Clements

Thank you for your positive comments on the Nursing Team.

The Surgery have a team of Allied Professionals that support the GP's on site. Indeed it is more appropriate to see these professionals rather than the GP on many occasions when patients call in.

The Appointment 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 Surgery has a settled and continuous set of GP's.

There are Follow Up Clinics, which have recently been increased.

Thank you for all of your comments.

Andy Cutting
Service Manager

All works very well for me.

February 7, 2019

I haven't had any problems with any part of the surgery set up-it all works very well for me.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for your supportive comments. These are well received and encourage the whole Surgery.

Called today and I have an appointment!

February 7, 2019

I made a telephone call this morning at 8.00 and here I am waiting for an appointment at 10.30 which I think is fantastic!! I called at 8.00 and all lines were engaged. I called back at 8.10 and was in a queue of 20 but it cleared remarkably quickly.

Anonymous

Reply from Unity Healthcare - Clements

I thank you for the time and thought in making these encouraging comments on the phone and appointment system.

Andy Cutting
Service Manager

All worked like clockwork

February 7, 2019

I have only been registered here for just over a year following a move to Haverhill. I have only been in a couple of times but for me it has all worked like clockwork. I was 10 minutes going in on one occasion but that is really nothing at all.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for your positive comments about the Surgery. It is always pleasing for the whole team when such information is received.

Andy Cutting
Service Manager

Drs and Nurses are generally ok

February 7, 2019

I am 20 minutes late (so far) this morning but I have waited up to an hour. I struggle with the appointment system-it took me four days of phoning in to get an appointment. Drs and Nurses are generally ok

Anonymous

Reply from Unity Healthcare - Clements

The surgery apologises for the experience you have encountered in making an appointment and any service that has not met your expectations.

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. It is best to phone for such appointments outside the peak times stated above.

The demand of 17500 patients does mean appointments are booked daily. The Surgery use to have a walk in on the day service. Based upon GP's leaving the surgery because of the pressure this caused, an alternative system was introduced and the Surgery has manged to stop the flow of clinicians leaving and are attracting GP's to consider coming to the Surgery.

Thank you for the time to comment on the Surgery.

Andy Cutting
Service Manager

surgery initiated appointments work fine.

February 7, 2019

It is difficult to get an appointment if you work. I work in a school and can't make/take telephone calls. Now I know about GP Plus things should be easier though. This appointment (for my son) was easier because it was initiated by the surgery so no problems there. I do miss having my own GP though.

Anonymous

Better over the last couple of years.

February 7, 2019

I've never been here and and been called in on time. I would expect a delay of 30 minutes on average though nurses are more timely. The surgery has got better over the last couple of years but not ever seeing the same doctor twice is a bit of a drawback.

Anonymous

much better than a year ago

February 7, 2019

It isn't perfect but this surgery is now functioning so much better than a year or so ago. there is now a system and if you know and understand it, it works. I don't know how well it would work for soemone who hasn't used it before. The GP Plus service sounds great. Currently I have to book a half day off work to make an appointment-Saturday would work so much better for me.

Anonymous

Unity Healthcare - Clements