Bourne Galletly Practice Team
40 North Road, Bourne, Lincolnshire, PE10 9BTContact details and opening times
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Reviews
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Review titled Unsatisfactory
Rated 2 stars out of 5
by Anonymous - Posted on 07 August 2023
I booked a blood test several weeks ago to monitor an ongoing condition. There was a wait of several weeks so I agreed to return early from a holiday in order to get it done as soon as possible. The night before I got a text message telling me the appointment had been changed or cancelled but with no further explanation. I requested a doctor callback on the morning of the appointment to find out what was going on. I was told to ignore the message and that there had been an error. I went in at the appointed time, only for there to be the usual delay. When I was called in, I clarified why I was there, stating that I had seen a different nurse a month previously who had requested this test with a view to reviewing the results before prescribing further medication. I assumed the nurse had briefly read the patient notes and had noted the results of previous blood tests which clearly identified the issue. She took the blood and I said I'd check the results on the NHS app. Later that evening, the results came through. The only blood test that had been done was one that was not required. The test that I needed had not apparently been requested. I went in to the surgery the following day to query whether there had been a mistake at the hospital or if the test had been requested in the first place. The receptionist was unable to be any help at all and could only put a note on the system for a nurse to look into it next week. I explained that this was very frustrating as the appointment had been a waste of everyone's time, not to mention NHS resources. She suggested I book another blood test in over a fortnight's time as they were fully booked till then. I don't think this is acceptable. The mistake was made by the practice staff and there was no acknowledgement of the inconvenience of having to wait two weeks to travel into Bourne again to have another blood test, let alone the added wait to see if I should be taking medication to make me feel better. Rather than making it a priority to get another blood test booked in as soon as possible, the receptionist suggested I drive 30 minutes to the walk-in clinic at Stamford. Someone has just called from the practice to confirm that the wrong test had been done but again there was no explanation or apology, just an unhelpful statement that it was necessary to 'move forward'. I appreciate that we all make mistakes but at a time when it is so difficult to get an appointment in the first place, I find it worrying that basic errors are being made, placing further strain on staff and resources. A few weeks ago, my child's asthmas review meeting was cancelled the day before even though it had been booked over a month in advance. Again, I was given no explanation. One last point, in light of data protection, I object to my full address and birthday being displayed on the screen when I check in. The previous system was much better.
Visited August 2023
Review titled Bourne Galletly Practice Team
Replied on 10 August 2023
Dear Patient, May we suggest that you contact us directly as having identified you from your records we would be happy to discuss your care. However, as you quite rightly point out this is not the correct forum to this.
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Review titled Used to be brilliant
Rated 2 stars out of 5
by Anonymous - Posted on 07 July 2023
What’s going on? Unable to book a telephone appointment or speak to anyone due to Black Alert. Whatever that is. Unbelievable. I just want a simple answer to simple question. Not a lengthy waiting phone call to 111. Just gone from bad to worse.
Visited July 2023
Review titled Bourne Galletly Practice Team
Replied on 01 August 2023
Dear Patient, Thank you for taking the time to post your comment. We are very much aware that our service is under considerable pressure and that this is affecting access and we are doing what we can. Unfortunately, the issues affecting General Practice are not resolvable by Practices themselves. The NHS is under considerable pressure. Secondary Care waiting times are in excess of 2 years and this is pushing more and more work into General Practice which is not resourced by the Government. GP numbers in England continue to fall due to a demoralised workforce. Funding for General Practice has fallen and continues to fall. The British Medical Association provide more detailed information regarding the current pressures: https://www.bma.org.uk/advice-and-support/gp-practices/managing-workload/safe-working-in-general-practice https://www.bma.org.uk/advice-and-support/nhs-delivery-and-workforce/pressures/pressures-in-general-practice-data-analysis We ask for your support by bringing your concerns to the attention of your MP and ask that you to apply pressure to politician to support General Practice before it is too late and the service is lost. Bourne Galletly Team
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Review titled Totally rubbish
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I ordered my repeat prescription for anxiety tablets as normal, the doctor declined it as I was overdue my review. They never told me it was declined, I live in a village and have to travel in to the doctors to collect so had a wasted journey, all of this has obvious affects on my condition. Booked an appointment for 9:50 am today through the app as speaking to someone on the phone is totally impossible. No one bothered calling.... checked the app and they had changed the appointment to 1:30pm and yet again had failed to tell me, by now my anxiety levels are getting extreme. As this time is inconvenient for me I will have to rebook yet again delaying receiving my medication which shouldn't be just stopped, and of course making my situation worse. I have never been treated so badly by a doctors practice in my life.
Visited July 2023
Review titled Bourne Galletly Practice Team
Replied on 01 August 2023
Dear Patient, Thanks for for your post. Repeat Prescriptions are issued on a monthly basis to help managing ongoing/long term conditions. They require an annual review to ensure the medication is being taken correctly, it is addressing the condition and that there are no side affects/causes for concern. This is an essential part of patient safety. We notify our patients 1 monthly prior to this review being required and follow up where required. We continue to issue medications for 3 months after this review is required and we also put notes of the repeat scrip to remind patients. We make it very clear that if a patient does not respond to the review request then following the 3 month period medications will not be issued until the review is booked. This effectively provides the patient with 4 months in which to respond. Only at this point will we cease medication as to do otherwise could be causing further problems. Patients should take responsibility for their conditions and respond to our letters/correspondence aimed at helping them so to do. Where people chose to live is an individual life choice, we provide the same service for all our patients irrespective. Your appointment booked via the NHS app was for an administrative call back and not with a healthcare professional able to undertake your medication review. It was changed accordingly and the details would have been updated on your app and therefore visible to you. We are sorry that you feel our service has not met your needs. However, we encourage you to respond to our requests in future to avoid further difficulty - these requests are aimed at providing you with the appropriate healthcare in a timely manner. Of course if you feel our service to be inconvenient for you, not meeting your needs and that we treating you in a way you have never experienced by doctors in your life, we suggest you consider registering at an alternative practice who may be able to better meet your needs. Bourne Galletly Practice
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Review titled Surgery is good but dispensary is terrible
Rated 4 stars out of 5
by Anonymous - Posted on 14 July 2023
I was nervous moving gp practice due to having a few medical problems & my old drs were very good I just moved away. I find the drs surgery really good & easy to get an appontment through the nhs app but calling through can be difficult. The dispensary within the surgery let them down massively, they are rude and I have never found them friendly or helpful. My partner sometimes picks my prescriptions up or they get delievered whilst I’m working to home and even the driver is rude to him and the dispensary staff are rude when he collects them. Makes him feel uncomfortable. Think they need more training or employee staff who want to be kind & helpful
Visited July 2023
Review titled Bourne Galletly Practice Team
Replied on 01 August 2023
Dear Patient, thank you for taking the time to post your review it is appreciated and feed is helpful. We can not go into detail within this post but please contact us to discuss any specific problems relating to our Dispensary. However, we can advise that there have been recent changes and we are confident that your experience will be less uncomfortable in the future but please do get in touch direct if you have any concerns or problems. Galletly Practice Team
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Review titled Can not get help needed
Rated 2 stars out of 5
by Anonymous - Posted on 03 May 2023
I filled in an e-consult asked them not to ring as at work. I then get a call from a private number. Was not expecting call fro GP so did not answer. They then rang my home number and told my mum if I did not answer would have to do e-consult again. Patient confidentiality obviously not priority for the galletly. Also they do not understand when asked not to phone! Some of us work and can not answer whilst at work.
Visited May 2023
Review titled Bourne Galletly Practice Team
Replied on 09 May 2023
Dear Patient, we are very sorry to read your post. Please get in touch so we can discuss your comments in more detail as it is difficult without knowing your full circumstances. When asked we do try not to call when people are working. However, this depends on your working times and our surgeries so we can not comment further at this time. Our number will be shown as private because Doctors call from their direct lines. We do advise that once you have made a request to expect this. Clearly we tried to contact you on an alternative number to meet your need and we would be happy to review our call recording to identify what was discussed. We attach a link to our process for appointments which may help when booking during working hours or help you to book during your time off: https://www.galletly.co.uk/make-an-appointment/ Once again we are very sorry that your experience was not as you would have expected, please get in touch.
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Review titled Great Service
Rated 5 stars out of 5
by Malcolm Nicholson - Posted on 10 March 2023
Ordered a repeat prescription on line via NHS app on Thursday morning and collected Friday midday. Outstanding service.
Visited March 2023
Review titled Bourne Galletly Practice Team
Replied on 13 March 2023
Dear Patient, Thank you for posting your experience of our prescription service along with your kind words. Your comments have been shared with the team. Regards Bourne Galletly Team
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Review titled Professional with a smile
Rated 4 stars out of 5
by Tim Faupel - Posted on 06 February 2023
Had a blood test today and was over an hour early. Just popped in and asked if it helped them to see me earlier, if not I'd go and come back. 20 mins later Terri saw me and swiftly took about 5 vials while we chatted. Top lady, top class treatment. Good old NHS!
Visited February 2023
Review titled Bourne Galletly Practice Team
Replied on 17 February 2023
Dear Patient, Thank you for taking the time to post details of your experience with our service. Your comments have been shared with the team and in particular Terri. regards Bourne Galletly Team
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Review titled Very good practice!
Rated 5 stars out of 5
by Anonymous - Posted on 10 February 2023
I have been with this surgery for 9 years and I have never felt let down once with the service they all give, they go above and beyond always to help in anyway they can. The care my mother receives in her old age and the support they give me as a carer is amazing too.very efficient and always kind receptionists .
Visited February 2023
Review titled Bourne Galletly Practice Team
Replied on 17 February 2023
Dear Patient, thank you for your kind words which have been shared with the entire team. Regards Bourne Galletly Team
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Review titled What happened?
Rated 1 star out of 5
by anita johnson - Posted on 15 December 2022
This use to be a great surgery. You could always get to see a doctor, and they knew you and you medical history. Nowadays, you almost always have to see a nurse first. My last few times of visiting have been a complete waste of time. I reluctantly visited today as had been putting it off and have to say, this has been by far my worse experience to date. I had a telephone call back and explained my symptoms to the GP. I was booked in with a nurse, who quite frankly was extremely rude, and said she wasnt trained in my area of illness. I am better of looking on the internet and self diagnosing. I know the surgery is busy but this has been, yet again a complete waste of time.
Visited December 2022
Review titled Bourne Galletly Practice Team
Replied on 20 December 2022
Dear Patient, We are sorry your experience was not as you would have expected. We have reviewed your contact with us and that you feel your time was wasted. We note that our nurse arranged a GP appointment for you when you presented but you did not attend, as such we were unable to help you further. we are concerned that one of our team was rude to you. Please contact the Practice as we would be more than happy to review what happened?