janduplessis886/england-nhs-gp-reviews huggingface dataset:
GP surgery review: bounds-green-group-practice
Title: Time slots
Rating: 3 out of 5
Visited: July 2022
I had a couple of problems I needed to discuss but from the start the doctor advised it was a 15 minute time slot. We discussed one matter and I was briefly examined. But when I asked about the second I was told there was not time to discuss it by then. The doctor seemed very reluctant to help me further and did not seem to want to offer further advice. I was told to make another appointment and finally, 'I have someone waiting to see me.' There was no one waiting outside on the landing when I left.

I have been kept waiting up to 45 minutes and even an hour and never seem to see any doctors on time.

The result is I am left in discomfort and am not sure I have the ailment I think it may be. The remedies I have tried are not working.

I came to you for medical help and your staff seem more concerned about time slots. The previous doctor kept checking their watch too. Is it true that Bounds Green Group Practice now only see patients for 15 minutes and no longer?
I am unable to keep taking time off work, and have been left undiagnosed with something which is causing me discomfort and is not getting better, and is possibly a little worse.
GP surgery review: bounds-green-group-practice
Title: Impossible to get an appointment, rude staff
Rating: 1 out of 5
Visited: May 2022
Worst service I have ever received. Rang at 8am on the dot, after being on hold for 15 mins was told to there were no appointments and to ring back at 12pm. Rang at 12pm on the dot, on hold for an hour, and cut off after no one answered when I was finally at the front of the call queue. Rang again and was on hold for a further 25 minutes, then when someone answered I was laughed at as they told me I was "a bit late" to be ringing considering I'd been told to call at 12... Terrible place and can understand why so many are seeking services elsewhere in this area.
GP surgery review: bounds-green-group-practice
Title: Well run, supportive practice
Rating: 5 out of 5
Visited: April 2022
We’ve had such good experiences with this practice. Well run, efficient and friendly place. They take blood tests on site and have specialists to help with allergies. Have been great with our kids and did such good work supporting us through the pandemic
GP surgery review: bounds-green-group-practice
Title: Telephone system and reception just don’t work
Rating: 2 out of 5
Visited: March 2022
The telephone appointment system no longer works. Every time in the past two years when I have called for an appointment at 8am for my daughter, I’ve queued in the system anywhere from 10-45 minutes, then been cut off (this morning at position one, then position eight the second time, by the time I got through the third time no appointments left). Is it any wonder North Mids A&E is overwhelmed? People don’t know where else to go when their child is in pain. I’ve tried booking via a private gp at work to see my daughter but as it is abdominal pain that warrants a urine test they won’t do anything. So I’m left with a child in pain and off school and feel helpless. The interaction I had before this I had to argue with the receptionist for over an hour because I was referred from an NHS clinic for tests, the receptionist refused to put a GP appointment in for me to then arrange the tests as they decided unilaterally it was a referral from a private clinic and they felt they shouldn’t have to deal with it (I proved to them later it was in fact the NHS clinic outsourcing me to a private provider after an 18 month waiting list, which I didn’t know until I finally got to see the Gp, though why should I have to prove that?). The GPs are fab and knowledgeable once you get through to them but it is very clear the reception staff and telephone system are not working to the level it needs to.  I want to support the staff at BGGP under pressure, I don’t like to complain, but it’s really hard to find the empathy to do that when every interaction you have is a challenging one and it never used to be this way.
GP surgery review: bounds-green-group-practice
Title: It is good
Rating: 4 out of 5
Visited: March 2022
It is good Depends of which doctor you see in the practice. 
And their appointment process is very complicated. They have no appointments in advance. It has to be done daily basis. Therefore, I have to get up 8 o’clock to queue on the phone ages.
GP surgery review: bounds-green-group-practice
Title: Appalling treatment by receptionists
Rating: 1 out of 5
Visited: January 2022
Just had the receptionist hang up on me after I stayed in a phone queue waiting for an appointment... I have recently found out I was pregnant and the NHS advice is to speak to your GP to discuss hospitals and antenatal options. She refused to book me an appointment, and to my surprise... hung up on me. This is unacceptable behavior. I did not expect to be fighting to see a doctor after finding out I was pregnant. I feel very unsupported and impotent as I am being refused a GP consultation (which I believe is my right). To quote the NHS site: "It's important to see a midwife or GP as early as possible to get the pregnancy (antenatal) care and information you need to have a healthy pregnancy. A GP or midwife can tell you about your choices for pregnancy (antenatal) care in your local area." Is it right to leave a person who just found out they are pregnant without any assistance and without the possibility of speaking to a doctor to understand their options? I have now called a second time, after being on a phone queue for 20 minutes. I was answered by the same receptionist who recognised me and hung up on me again. I hope this review helps anyone considering registering there. And I hope this encourages the clinic to monitor calls and hire competent receptionists, who treat patients as people.
GP surgery review: morris-house-group-practice
Title: Left waiting again for no reason
Rating: 2 out of 5
Visited: November 2022
So after calling this morning at 8:02 I’m left hanging on the phone for over 90 minutes only to be told there’s no appointments and I can’t be accommodated until next week.
Bearing in mind this is after I was on hold yesterday morning but gave up after waiting too long.

To make matters worse there was zero empathy or compassion from the person on the phone and even when I asked for an email address where I could raise my concerns I was simply told to go and get it from the website. I couldn’t believe it!!!

90 minutes waiting and you couldn’t be bothered to read me an email address. Just great!!!!
GP surgery review: morris-house-group-practice
Title: Great practice
Rating: 5 out of 5
Visited: November 2022
Booking the appointment was very easy and the medical staff were helpful and provided a great service
GP surgery review: morris-house-group-practice
Title: Amazing service as always
Rating: 5 out of 5
Visited: October 2022
The doctor and his assistant were extremely polite,friendly and professional. I am very grateful for the wonderful service.
GP surgery review: morris-house-group-practice
Title: Amazing service
Rating: 5 out of 5
Visited: September 2022
The doctor and staff were very professional,kind and supportive. The clinic is also very clean and efficiently managed.
GP surgery review: morris-house-group-practice
Title: Excellent doctor
Rating: 4 out of 5
Visited: September 2022
Had a injection for my carpal tunnel. Excellent doctor. Very professional and sympathetic. Explained my procedure clearly.
GP surgery review: morris-house-group-practice
Title: Great practise
Rating: 5 out of 5
Visited: August 2022
I got my injection done and it was very good service. I was not waiting for long and I am very happy with the time I spent at Morris house
GP surgery review: morris-house-group-practice
Title: Very bad attitude the manager
Rating: 2 out of 5
Visited: August 2022
They ware late for my appointment for almost 2hors, when I asked them to explain me the situation they told me is emergency and no mor info, when I told them my situation is emergency and I’m waiting one week for this appointment, they told me to go to AandE or rebook the appointment.
They are doing what ever they want.
very bad behavior.
GP surgery review: morris-house-group-practice
Title: Great GP surgery
Rating: 5 out of 5
Visited: February 2022
Had a cyst removed via the minor surgery clinic. Staff were friendly and helpful throughout. The procedure was quick and painless and the GP explained everything he was doing.

I have always had a good experience with this surgery. The staff are all friendly and they offer a wide range of services.
GP surgery review: morris-house-group-practice
Title: Extremely efficient and caring
Rating: 5 out of 5
Visited: January 2022
The frustrating, but expected, wait of approx. 40mins on the phone was well worth it. The receptionist listened carefully to my symptoms and I was offered the choice of a call back or face to face. Upon choosing face to face, registration at the surgery was quick with only a 10min wait outside of my appointment time. The doctor also listened attentively and gave me a thorough exam before providing a diagnosis and discussing a treatment plan. This greatly reduced my anxiety. 
At this particular time, with the staff under alot of pressure due to the pandemic, they still provided a calm, welcoming, highly efficient and caring service that is expected during a patients time of illness.
All the staff are to be commended, keep up the good work.
GP surgery review: james-wigg-practice
Title: Compassion fatigue and/or very poor communication
Rating: 2 out of 5
Visited: August 2023
On strike yet again. 
Over 30 waiting on urgent appt line as that's all they're dealing with.
Apologies for inconvenience given.
No apologies for actual harm and mental distress and lost pay because we don't get paid if don't work.
Prescription for life supporting medication almost always wrong. 
Serious system problems. 
Serious communication problems. 
No apologies ever.
No compassion shown.
Takes months to correct.
Triage Dr always refuses to.
Telephone Dr always says will message named Dr.
Emails ignored.
Econsult never open.
Reception genuinely clueless on how to sort out.
3 months so far this episode.  
A&E give emergency prescription 3 times after collapse and admissions.
Whole appt system is chaos if seriously ill or serious issue.
Management seems Awol
.
Admin and Dr's don't communicate well.
Or at all.
Told on strike days reception decides missing prescription not urgent issue.
Not the patient. 
Reception triaging happens on regular basis.
They are unqualified and shouldn't be doing this.
How much longer are patients to be put through the mill.
GP surgery review: james-wigg-practice
Title: Amazing Practice
Rating: 5 out of 5
Visited: August 2023
Friendly, helpful staff who take the time to listen to you and take you worries and concerns seriously. The staff are through and I have had quick referrals to other departments and my GP has kept in touch over all of my health concerns. Couldn’t wish for a better service.
GP surgery review: james-wigg-practice
Title: Problems with disability access to getting appointments etc
Rating: 2 out of 5
Visited: August 2023
I am a long term disabled patient with specific communication needs. My partner is also disabled. We've both completed the communication needs form which is a standard form the surgery hasn't updated in years so it doesn't reflect patients need so we've both emailed ( no one gets back) and handed in letters. 
Asked them to be able to email - reception says we can't! 
Surgery doesn't even use Relay which one of us can use with some help.
We both need to audio record appointments because we can't write notes like other patients and legally we are allowed to but here won't agree.
So often I come away from any appointment unable to remember what was said or advised. Hospitals don't have a problem with patients doing this so why does the GP? 
Told often that there is nowhere on the patient records to record needs? Which means we can't communicate with the surgery and they can't communicate with us.The laws say to plan for disabled patients and to make individual adjustments like email, like Relay  like audio recording.Talk to reception or managers about these problems and they say 'it's not our policy' to do this which is very offensive and not in the law .We've come to believe that phrase is used for anything and everything instead of saying I don't know I will find out and how can we make this better.
Not good enough, especially from managers and senior GPs at such a very large well resourced surgery. 
Everyone there from reception to the most senior Dr's need urgent training on disability. 
Need an urgent updated accessibility form. Not hard to do.
Need urgent amendment to the records system to say how patients communicate. 
It's a running thread through this review site that patients with protected characteristics -so not just disability - are unable to get hold of a surgery that is totally based on phone systems becausewhoever installed these systems very clear not disabled or unable in some way. We think this is deliberate to keep what they call complex patients away? See what the Equality Act says we say to all the staff there - you don't get to decide what our needs are as disabled people. 
There's no point complaining as no one there even understands why this is a problem. Sorry, but it wasn't good enough before covid, during covid and now .
We don't want to be cut out of the GP system and consequently the rest of the NHS any longer. We've asked you to change so many times it's ridiculous.
GP surgery review: james-wigg-practice
Title: 20 GP strike days badly affecting us
Rating: 1 out of 5
Visited: July 2023
The practice closing on strike days has had a really terrible impact on our family. They say they only do urgent appointments when on strike but all those appointments ran out before lunchtime on the 5 different days we rang. Pushed to NHS 111 who pushed back to the GP because of appalling communication or decisions about who should be providing the urgent care. None of which as a seriously ill patient we should have to think of let alone when having end of life care. The days after strikes they are doing catch up so no triage appointments still ( what they've said a few times now).This after a pandemic where we had no GP. 

We just dont think they care and it's all very frightening.
2 of my close family died of cancer - they couldn't get seen during the pandemic and like with lots of people not seeing a GP was a huge problem.  Now my mum has advanced cancer and has already lost treatment because of hospital strikes.

But the GP is meant to provide the support to keep her symptoms as best managed as possible in-between hospital visits. This is end of life care and it is the GP responsibility to coordinate care and treat and make sure basic care like prescriptions get written and sent to the chemist. When a GP practice is on strike for days on end what does the GP think happens to my mum? When all the highbrow talking goes on who listens to very vulnerable patients needs?

No one called back after strikes ended ( this happened over 2 strike periods ). We don't want to hear anymore the endless excuses given on the telephone message or by reception staff on why the GP can't actually see patients anymore. And in all this they have a triage brought in to delay care more. 
Not being able to cover even urgent care because of strike action causes terrible harm and to mum terrible pain and distress.  Asked about a home visit and we were told this couldn't happen or be prioritised and we just feel totally overwhelmed by everything we get told as it changes so much.
There's no other way to say it.
GP surgery review: james-wigg-practice
Title: Failure of total triage
Rating: 2 out of 5
Visited: July 2023
Seen the practice respond on here. Our experience is this:
My mother had a stroke that left her a long time ago with a speech impairment so she doesn't use a phone. She also doesn't use the Internet and she lives alone. 
When she goes to the reception desk to ask to make an appointment she is told she has to go through triage. When she says she has no phone she's been told everyone has to be telephone triaged. Not once has anyone offered an alternative such as making a direct face to face appointment with a GP that the GP responses here imply is possible( which she needs and is in there asking for and feels humiliated having to do). 
Like very many patients she is scared to raise this and doesn't want us to on her behalf. But I did speak with the complaints manager about telephone appts not being suitable before total triage came in and he told me it was practice policy and my mother could try and register somewhere else if she wasn't satisfied. 
So maybe the practice could try and understand that many people have told them already and have well founded worries about raising it formally.

It is confusing us and others. I listened to the telephone message when a routine appointment option is selected. 
It says :
' How does a routine appointment work?You will be added by our receptionist to a routine triage list. A clinician will then review and decide the next suitable action to take.....You will then be contacted by a member of our team. Routine appointments may be longer than 14 days after triage.....'.

So, clearly everyone is put through triage and patients aren't given an appointment to see a GP without going through this.

It's disingenuous for the practice to suggest otherwise or alternatively the message hasn't ever got through to the reception team which after all this time isn't good enough.
But given the phone message the answer still seems to be no phone, no appointment because you can't be assessed or contacted .

So patients like my mother give up.
GP surgery review: james-wigg-practice
Title: Too obstructive & very stressful
Rating: 2 out of 5
Visited: July 2023
Many of the worryings others have. Whole family here many years. Very large practice without the infrastructure needed to run smoothly. Communication couldn't be any worse for us from trying to get through at all, to getting a triage appt, to ever getting to see a GP. Total triage is a mess of a system that makes no sense  for timely care. We now go straight to the urgent same day appointment to miss it out or to A&E if the practice just not functioning  ( eg strike days ). Won't put our kids through the triaged appointment system ever again, too traumatic won't put my partner through either as severe mental health condition so also traumatic. 
For odd reason GP responds on Google recently saying they finally have a different reception doing appointments which has to be better. And finally checking emails - hope they do more than just check and forward as we've never had a response. 
Be more helpful if the GP replied here . It's useful and should be on the website.
GP surgery review: james-wigg-practice
Title: Equal access to NHS?
Rating: 1 out of 5
Visited: July 2023
There's a reason posters choose to remain anonymous or don't want to contact the ' communications team' - who aren't clinicians and cannot assess the safety of the appointment system. Very few come to here without having told practice staff they're distressed or are having to chase absolutely everything or just can't manage these systems. It's chaotic and I say that as an NHS professional. 
Total triage is obstructive to getting timely care. I am very concerned who is being excluded ( covered by many on here ).
My own story is that like very many my mental health crashed as the pandemic took grip. I can read that I am meant to go to A&E if in danger but I shouldn't reach that point- the whole point of a GP is to prevent serious illness and provide the right type of appt to patients. 
The right type of appt when very depressed is to see a GP in person, not be put through clumsy and sometimes very insensitive reception staff demanding to know every detail and then have to repeat it in a hasty triage appt with a clinician who may well not even be a GP. 
And then for there to be no face to face appts with any GP, let alone one you know.
GP surgery review: james-wigg-practice
Title: Unbelievably poor
Rating: 1 out of 5
Visited: July 2023
Without getting in to politics ( which the GPs have dragged us into by now going on strike for the 4th time ) bringing in further gatekeeping when your patients can't access any healthcare at all shows either incredibly poor management going on there or entrenched in a silo mentality where patients are frequently blamed or worse, excluded or give up. This is all of our NHS we think the practice has forgotten that the way we are spoken to .Our young children can't get to see a GP. One has after 4 attempts at being  triaged by different professionals, only twice a Dr and then the others have to be supervised before they can do anything so why doesn't the GP just do the appointment in the first place. 2 others under 7 after not seeing a GP for 4 yrs and both have been in hospital during this time.
Refused face to face appointments several times after holding 45 mins every day for a week at a time. Very random reasons given why that include receptionists saying the GP doesn't see anyone without triage assessment, there being no triage appointments left,there are  no appointments of any sort, ring back. Triage doesn't feel safe and eroded all the Trust we had left. Never triage a child should be the rule and if the GPs were learning from  patients why haven't they learnt this as every parent says this. GPs should actually explain that advice and consultation with hospitals is a thing also put in the way that has to be done before a referral can be considered. Wouldn't being more transparent help reduce the mistrust or tensions that have now built up. And if this is another barrier then take away the barrier that is total triage or explain what we have to do to get a child referred for now serious condition ,there's no information, even a flowchart would help somewhat.
Communication is worse than its ever been and we've been here 18 yrs. We're having a truly terrible very worrying time and this week yet again due to strike action only urgent appointments are possible and then they ran out early on each day we called.
GP surgery review: james-wigg-practice
Title: Exceptional GP Practice
Rating: 5 out of 5
Visited: June 2023
I have been a patient at this practice for many years.  The staff are kind and compassionate, they go the extra mile to provide great care, referrals are made promptly and requests dealt with in a timely and efficient manner.  I have had a consistently positive experience and when things don't go quite as well as expected, they are rectified quickly.  I would strongly recommend this practice.
GP surgery review: hanley-primary-care-centre
Title: Bad administration, inconsistent health advice
Rating: 1 out of 5
Visited: October 2022
The admin of this practice seems to be very messy. I don't have to use the GP often but every time I had to it was a painful process. Examples include: multiple blood test referrals where the wrong tests were requested by the practice, arriving at the hospital for a referral without the information/request form from the practice having been sent over, needing to visit the practice in person to request a blood test even though usually that is not necessary, multiple visits to the practice needed to even get registered, etc. 

Furthermore, depending on who I talk to I get completely opposite advice about the significance of a certain high value in a blood test. 

These experiences first of all take a lot of unnecessary time because of useless trips to the practice/hospital but more importantly do not make me feel like my health is in the hands of professionals.