Beccles Medical Centre
St. Marys Road, Beccles, Suffolk, NR34 9NXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Lovely staff, awful system
Rated 2 stars out of 5
by Anonymous - Posted on 10 November 2022
I cannot fault the lady answering the phones, very kinda and caring (took over an hour and a half to get through tho) .... The doctor on the other hand not so much. The online system did get me to a doctor but I still didn't get a diagnosis nor any help and was just told to live with it until my next hospital appointment (5days away).... If not go to A&E! Passing blood in my urine, intense pain etc but basically not an infection so they can't be bother to even talk to me. Disappointed and in pain.. Not sure where to turn now
Visited November 2022
Review titled Beccles Medical Centre
Replied on 14 November 2022
Dear Anonymous We are genuinely sorry that you are disappointed with our service. The team at Beccles always want to help patients and have everyone seen as quickly and as appropriately as possible. If you would like to have a further conversation about how we can help - please contact us direct on our email nwicb.becclesmedical@nhs.net Thank you.
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Review titled A Health Centre that needs a Dr
Rated 1 star out of 5
by Anonymous - Posted on 01 November 2022
Called the surgery this morning (Tuesday) and waited 58 minutes in the telephone queue. It got to "you are the next call", and cut me off. Went online to use the call back request form system and the website forms are closed due to a "change in provider". Called back. Another 48 mins. Eventually get to speak to a receptionist. Told that "nothing can be done", to go online, on Thursday. Register on the new system. Submit a form. And then wait. How broken is this practice? The absolute indifference to a patient's pain is staggering. Sadly I have little option to change surgery due to my location, so in future I will have to be more aware of the surgery's technology issues when thinking about requiring a Dr and medication.
Visited November 2022
Review titled Beccles Medical Centre
Replied on 07 November 2022
Dear Anon, The last two years has seen a monumental rise in demand on our services, this has not just impacted our community but our staff resilience too. We have been working over the last year to consider a sleeker, more effective system that ensures patients are triaged more effectively and their issues resolved quicker - right person, right place, right time. We have been advertising this new service on our social media and website over the previous weeks and it went live on the 4th November, from your message it appears you may have got caught up in the 'just before' where our website was down in order to process everything before we went live. This is a new service and we really believe that this will help our patients access BMC more efficiently, we genuinely do understand your frustrations, hear them and want to resolve them. We are not indifferent to your concern and our patients care always remains a high priority at BMC. We sincerely hope that the new IT system will be much more beneficial for you and you can see the difference in response and waiting times. Our team are working very hard to see everyone as quickly, as safely and as appropriately as possible. Please give us time for the system to embed and then feel free to let us know if you still feel the same way about the IT service. Many thanks, BMC
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Review titled No help at all
Rated 1 star out of 5
by Anonymous - Posted on 19 November 2022
I tried to make an appointment with the new Patchs system as I have an infection in my foot making it impossible to work and leaving me in pain, I was told to go to A&E and my request was instantly closed. I then made a second request explaining that I physically cannot get to A&E and that it was not bad enough to justify taking the time of an A&E department when there are people with much worse injuries waiting there. Yet again my request was just closed with the same copy and paste answer. They do not care about patients, all they care about is getting the requests closed as soon as possible.
Visited November 2022
Review titled Beccles Medical Centre
Replied on 14 February 2023
Thank you for submitting this feedback, we are sorry you have had difficulties with our new system. We would like to reassure you that all forms submitted are reviewed and triaged by a clinician, they triage all requests to ensure our patients see the right person first time. If you would like to discuss your concerns further, we would encourage you to speak with one of our Care Coordination Managers. Kind regards Beccles Medical Centre
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Review titled Patches System
Rated 3 stars out of 5
by Maria - Posted on 10 November 2022
I left a message on 3/11/22 on patches which has still not been picked up. I have left another message this morning and I am worried that the surgery are not fully trained or just too busy to answer on patches. I have been using Airmed for some time but it is not worth it when the surgery turns off function buttons. It is very frustrating to say the least. I called the other day but was number 14 in a queue. It’s such a shame because when I have got through to a GP they are very thorough and helpful.
Visited November 2022
Review titled Beccles Medical Centre
Replied on 14 November 2022
Dear Maria, Thank you for giving us the opportunity to respond to you direct. Patchs is a new system where all submitted forms are triaged by a GP. I have searched our current outstanding list but cannot see any from the 3/11.22. We hope this issue has been resolved. If you would like to have a further conversation about how we can help - please contact us direct on our email nwicb.becclesmedical@nhs.net Thank you.
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Review titled Access is infuriating, but the medical staff are great.
Rated 3 stars out of 5
by Anonymous - Posted on 04 January 2023
I have used this medical practice occasionally for a number of years. Making an appointment (telephone or face-to-face) or request is always irritatingly time-consuming. Typically I have been 20th or more in the call queue, and after waiting 45+ minutes the line will just go dead. An online system was then introduced. Initially this was good; a clinician would call the same day. However more recently there has been a 4+ day delay to even acknowledge the request, leading me to phone up anyway and on one occasion use 111 Out of Hours service out of desperation. The most recent online system 'Patchs' is particularly infuriating because for some reason it has a capacity limit that stops you submitting a request at all once it deems there are already too many, or if it's just the wrong time of day. You just have to wait and try again the next day, hoping luck will be on your side! Having said all this, once you actually get through the almost-impenetrable barriers designed to stop patients accessing this service, and actually speak to a clinician, it is an excellent practice! The building is modern, well-tended, clean, airy and feels welcoming. But most importantly, every clinician I have spoken with by phone, or seen at an appointment, has been extremely helpful, kind and knowledgeable. The medical care my family and I have received has been exemplary. It would be a 5-star review if only you didn't need to spend the best part of a week trying to get hold of them!
Visited November 2022
Review titled Beccles Medical Centre
Replied on 14 February 2023
Thank you for submitting this feedback, we are sorry you have had difficulties contacting the surgery and accessing forms with PATCHS. Our phone lines are particularly busy first thing in the mornings, we have recently introduced more staff answering the phones for the first hour of the day and are already seeing improvements. We would encourage patients to phones later in the week or day if their request is non-urgent. PATCHS capacity is set to ensure our clinical team remain safe and do not work beyond their capacity. We are currently reviewing PATCHS and how we can improve the service to our patients. Our Care Navigation team are there to support patients who are genuinely unable to submit a PATCHS form themselves. If you would like to discuss your concerns further, we would encourage you to meet with one of our Care Coordination Managers. Kind regards BMC
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Review titled very concerning
Rated 1 star out of 5
by Lorraine Smedley - Posted on 04 November 2022
Experiencing unpleasant symptoms with long standing condition, curent meds not working, feeling very ill. 8:30 visited web site- "capacity full - try again at 1pm" 8:40 - 9:54 in queue to book GP appointment 9: 54 told this is only possible on the new web site. I stated that I had alreay tried this and it was not available until 1pm, receptionist told me to keep trying every few minutes as it may open up again before 1pm. : currently continuing to do this, but no result as yet. I do not contact the surgery unless I need help which requires the insight of my GP. Clearly the new "Patchs" Website is not fit for purpose and the surgery is either not monitoring what is happening or simply doesn't care. This does not fit in with the constant TV adverts to "see your GP if you are worried" the caviat should be added: "be prepared to encounter a system that is closed and which has no alternatives until availablility is improved....." This is all very disappointing.
Visited November 2022
Review titled Beccles Medical Centre
Replied on 07 November 2022
Hi Lorraine, Thank you for your contact. The 4th November was the very first day of our new system of which we had been advertising over the previous weeks, and the staff team have worked very hard to ensure that this new system can manage the high demand and workload from the community. As with anything new there are bound to be teething problems and we fully expect to be constantly reviewing the new system so that we can see where we need to flex things more. Your contact has helped us look at where we are able to tweak the service to ensure it is fit for the patients on the community. Today we have already adjusted how we release capacity so that patients have more options over the day. We are sorry for your frustration, but please understand that we are genuinely trying very hard to improve the system for all of our patients and staff, but this new system will take time to embed. We appreciate your patience while we do this. Many thanks, BMC
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Review titled Really on the ball
Rated 5 stars out of 5
by Natalie - Posted on 27 September 2022
Since I’ve moved back to the area covered by Beccles Medical Centre they’ve been really pro-active in helping me sort out my general decrepitude! Seriously, they listen, understand and act accordingly even though they’re obviously very busy. All this with a smile, too. The receptionists and nurses are the best. Thank you all. N F B
Visited September 2022
Review titled Beccles Medical Centre
Replied on 28 September 2022
Dear Natalie, Thank you so much for taking the time to give the staff a review of your positive experiences. It really makes a difference to them. We will ensure that this is shared with the team, BMC
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Review titled An electronic brick wall
Rated 2 stars out of 5
by Anonymous - Posted on 09 November 2022
I wanted to request an appointment to discuss potential bowel cancer after a close relative was diagnosed, and I was advised to seek a test. It's not urgent and I wouldn't want priority over others who do have an urgent need but I can't even send an email for someone to pick up when it's convenient for them, as today's 'booking session' slots have all been used. What's that all about? Who thinks up these methods?
Visited September 2022
Review titled Beccles Medical Centre
Replied on 14 November 2022
Dear Anonymous Thank you for giving us the opportunity to respond to your concern. All GP surgeries are currently managing a continued high demand for their services. We have recruited more staff and introduced a new 'Triage' system where Doctors check all forms and triage as needed. The system went live on the 3rd of November. As with any new system, we had a few teething problems which we have resolved. We continually adapt to ensure we offer the best care for our patients. I hope your issue has been resolved.
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Review titled The Gold standard
Rated 5 stars out of 5
by James Laird - Posted on 21 August 2022
Living with a permanent and progressive condition I had been unwell for a number of days prior to my visit to the surgery on Wednesday 17th august, however on arrival my health had deteriorated quite significantly but it turns out that I was in absolutely the right place because the treatment leading to my condition becoming stabilised was second to none. Furthermore the amazing team worked closely with the paramedics prior to my transfer to the James paget hospital. My sincere thanks and gratitude goes to the amazing staff at the Beccles medical centre
Visited August 2022
Review titled Beccles Medical Centre
Replied on 22 August 2022
Dear Mr Laird, Thank you for taking the time to give us such glowing feedback. We are immensely pleased to hear that you are improving and that our team was able to support you through such a difficult time. We will ensure that this comment is shared with the staff team. Thank you, BMC Management Team
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Review titled Almost impossible to get a Doctors Appointment
Rated 2 stars out of 5
by Lucy CF - Posted on 09 October 2022
The on line request an appointment is closed unless the surgery is open. On line requests are not able to be made for non urgent matters after hours or at weekends. When they are available it takes a week or more to get a response which signposts me to a practice nurse when I want to discuss my medication with the person that prescribed it. . It is also hopeless to try to make a telephone appointment being 24th in the line and waiting for over an hour . Even then I am pushed to speak with a "care navigator" when I wish to discuss change of medication and follow up with my GP. It is not appropriate to have to discuss my medical concerns at either reception desk in front of other patients or with non clinical care navigator. Major leadership problem responsible for the culturein this practice.
Visited August 2022
Review titled Beccles Medical Centre
Replied on 10 October 2022
Dear Lucy, Thank you for giving us the opportunity to respond to your concern. All GP surgeries are currently managing a continued high demand for their services. This not only increased during the Covid pandemic, but has continued to increase so that the joy of pre pandemic levels have been lost. We have recruited more staff and are currently re-evaluating our clinical triage system, so that we are better suited to respond to the current patient demand. However, this change takes time and is not something we are able to implement overnight. We hope to have this in place before Christmas 2022. Nonetheless, despite recruitment, despite staff working overtime - pressure and demand sometimes reaches capacity and so that staff can safely triage the requests that come in we close our website at the weekend where patients are directed to 111. We will also close our website when capacity is reached during the day. We are sorry that it has taken a week for you to receive a reply, however we are unable to confirm why this may be without directly looking at your record to see if it was something that was triaged inappropriately. With the combination of nursing, GP, HCA, Home visits, vaccine clinics, phlebotomy, Urgent Care appointments, our team offer over 2000 appointments a week, and they work very hard at ensuring those who are needed to be seen as a priority are and those who care navigated to a more appropriate resource are seen quicker. You can insist on seeing a specific clinician, however that may delay the time for your appointment depending on that clinicians current work load. Our team have also been heavily impacted by sickness - which results in cancellation of clinics. GP Surgeries are only funded for a finite amount and the NHS only has so many clinicians within the work force. The answer isn't as simple as getting more staff as our budget neither allows it, or has people readily available. As a practice we have tried immensely hard to stay open throughout Covid, to respond to demand, to consider how we can do things better and are always open to new ideas. If you feel you cannot speak to anyone at the desk, we will always look at ways in which we can help you. We would welcome you to contact us direct so that we can help you and ensure that you have the right person going forward. We would also ask patients to understand that our staff work very hard to do their best. Sometimes, due to circumstances beyond their control, that very best is affected, nevertheless the team at Beccles always want to help patients and have everyone seen as quickly and as appropriately as possible. If you would like to have a further conversation about how we can help - please contact us direct on our email nwicb.becclesmedical@nhs.net Thank you.