Unity Healthcare - Clements Feedback Centre 2020

Do not like econsult

September 16, 2022

I really do not like econsult as you can't put down everything that you feel might be wrong or need to say, it's too prescriptive.

Anonymous

Calling the surgery is expensive

May 31, 2022

I have no access to the internet and only a pay as you go mobile phone so having the ability to go in to the surgery to book appointments is really important to me. Being on hold for so long when you are trying to get through can cost a fortune, last week it cost me £10 and I can't afford to wait on the phone to get through to reception. I'd like to be able to see a GP for an update but haven't had any luck yet. I do find the diabetes nurse and the check ups she does great.

Anonymous

Reply from Unity Healthcare - Clements

I am sorry to hear that you have had issues accessing appointments. Please do speak with the surgery team who will do their best to accommodate you. If you can get access to the internet this is the easiest and fastest way to make contact regarding any health concerns.

Pretty good surgery

May 30, 2022

Its a pretty good surgery as I've been able to get appointments whenever I've needed them. I called the surgery the last last time I needed to be seen and then spoke to a GP and they then arranged for me to come in to the surgery the next morning. The care provided by the GP I saw was all good so I'm happy with the surgery.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for leaving a review for our surgery. It is always good to hear when things have gone smoothly and a patient is happy with their care. Thank you again.

Don't like econsult

May 30, 2022

I don't like using econsult as I'm not used to using computers and find it difficult but if you don't use it you have to call either first thing or at lunchtime to try and get a chat with a GP. The GPs still haven't received my letter from the hospital so haven't been able to action the medicine changes. I've had to take my letter in so they can copy it and then act on the changes.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for leaving feedback. The surgery do understand that not everyone is comfortable using the internet and they will try to support you with this wherever possible.

Our phone lines can be extremely busy and we are working hard to increase call handler capacity.

We know it can be frustrating waiting on hospital letters as they can take some time to be sent to the surgery. If you do have a copy it is always helpful to share this with the team.

Thanks again.

Happier to call the surgery

May 27, 2022

I have no problems getting appointments this way and any issues always get sorted out. I see the nurses most frequently and I'm completely happy with the care they provide, they're great, I haven't seen a GP for a few years. It's a shame the surgery no longer deliver medication that was really helpful.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for leaving feedback.

It's good to hear that you are happy with the care our nurses provide and are always able to easily access an appointment.

I am sorry to hear that you are no longer able to get your medication delivered. It may be worth speaking with the dispensary team to see if they know of any other local organisations that can assist with this.

Very happy with surgery

May 27, 2022

Getting my blood tests when they are needed has been fine but I have noticed that it's a little easier now than it was. The doctors always give very good care and advice when I do have appointments with them. I mainly have blood test and don't need regular appointments with a doctor.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for taking time to leave us feedback.

We have been working hard to increase our blood test capacity so it's good to hear that this is being seen by our patients.

Thanks again.

Realise face to face isn't always needed

May 27, 2022

It works well when you call for an appointment. You get to talk to the GP to sort things out which is great but it would be nicer to have a face to face appointment as it is sometimes easier to discuss things in person than over the phone but I realise that it's not always needed.

Anonymous

Reply from Unity Healthcare - Clements

Thanks for your feedback.

We do understand that patients would like to see our clinicians in person. We work hard to triage our appointment requests so that those most in need are able to access face to face appointments. This allows us to offer different levels of care appropriate to the nature of concern.

If you do wish to see a GP the team will always try to accommodate this. Just let them know that you would prefer this when speaking with them.

No issues getting an appointment

May 27, 2022

I've had no issues getting an appointment today, I called wanting to speak to a nurse but was told I had to have a GP call back. After the call back they arranged for me to come in for the appointment. The care provided is good but at times reception staff can be a little unfriendly. We're told to be polite to them but it should work both ways. I would prefer to have easier access to face to face appointments rather than going through the triage process. When I called the other day I seemed to have difficulties with the phone options as I ended up somewhere other than the department I was hoping for.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for your feedback.

I am sorry that you have found some of the team to be unfriendly.

We are always keen to know when things have not gone right.

Should you encounter this issue again please email us directly at sgpfed.feedback@nhs.net so that we can investigate further for you.

Mainly ok

May 27, 2022

It's mainly ok but I feel it's time things like appointments should return to normal and there should be freer access to in person appointments. The care provided by the doctors and nurses is excellent and I really can't fault it, I would just like to be able to see a GP rather than go through a triage process or econsult. Econsult will often advise you to stop the submission and either call the surgery or go to A&E which isn't necessary.

Anonymous

Reply from Unity Healthcare - Clements

Thank you for leaving feedback.

We understand that this can feel strange to not always see a GP face to face. By triaging patients we are able to help more people. It allows us to direct patients to the most appropriate level of care.

If a patient requires a face to face appointment then the team will book this in.

Should you wish to see a clinician in person please let the team know so that they can try to accommodate you.

Appointments fine to get

May 27, 2022

I call the surgery to get appointments and I've had no issues getting them. It might be that you have a telephone conversation with a GP before coming in for an appointment but it all works well for me.

Anonymous

Reply from Unity Healthcare - Clements

Glad to hear that you have had a good experience getting an appointment.

Thanks for leaving feedback.

Unity Healthcare - Clements