Carlton Street Surgery
Carlton Street, Horninglow, Burton-on-Trent, Staffordshire, DE13 0TEContact details and opening times
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Reviews
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Review titled Poor communication
Rated 3 stars out of 5
by Stephen - Posted on 09 August 2024
I made a booking for a telephone appointment for this morning. Having waited the morning for the call I did not recieve this. So I looked on line to double check and I notice that it had been erased my morning appointment and another appointment with another doctor was in its place but this time the appointment slot was changed to 1500 to 1510. The time is now 1650 and I have yet to recieve a call from my surgery. I therefore rang the surgery and explained the situation to them. I was told that the doctors have all day to ring me until 1800 I was told that if I did not get a call by 1750 I was to ring back. Then the receptionist told me that even if the doctor did not call me by 1800 that he would call me after this time. My question is that I find this very unprofessional that they moved my Appointment without telling me and then expect me to wait all evening for a call. Whatever time that maybe. On top of this it is unacceptable as I am a night worker meaning I goto work at 2100. Hence booking a morning appointment I am therefore now having to wait for this appointment whilst I should be sleeping as I'm sure you would agree a person should get a good nights sleep prior to work and not live on what is currently less that 4 hours sleep. These are the consequences of the surgeries actions that have caused this. None of this has any doing from myself. The surgery employs doctors and a full admin team. If the doctors cannot call me then the admin team should have been made aware to contact me for further action. These are simple tasks. I did ask the receptionist why they moved my appointment her reply was she doesn't know. I replied back that everything that happens in the surgery is on a computer therefore someone would have had to delete my appointment and put in the new appointment. The receptionist then did not know quite what to say as she thought the answer of I don't know would be suffice Somebody would have had to use the access card to log into the computer to do all this. I put this to her as every thing is computerised and under the the gdpr rules. I said to her. She then replied oh I will get the head receptionist to look into it. I find it difficult to understand how they will have everything on the computer about me when they want to talk to me but when the role is reversed all of a sudden the Information is not forth
Visited August 2024
Carlton Street Surgery has not yet replied.
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Review titled No notice of prescription review
Rated 2 stars out of 5
by Anonymous - Posted on 01 May 2024
I use insulin so I have to test my blood regularly every day. I’ve just been on line to reorder the test strips to find that I can’t because this item needs review. I’ve only a few days worth left because I’m only allowed 50 strips every 3weeks and the chances of getting an appointment with the pharmacist in time are nil going by previous experience. If you’d notified me when I last had this item, sent me a text for example as you do for vaccinations etc I could have arranged an appointment in time. Now I’m going to be stuck without any test strips! Why does it need reviewing anyway? It should be obvious I still need them. Very very unhappy about this.
Visited April 2024
Carlton Street Surgery has not yet replied.
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Review titled waste of space
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2024
called today for a repeat prescription, i need to see a doctor although there are no appointments for two weeks and have 5 days of medication left, glad they have no understanding of how worrying that is. bless our great and wonderful NHS
Visited March 2024
Carlton Street Surgery has not yet replied.
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Review titled Positive experience
Rated 5 stars out of 5
by Jacqueline Cox - Posted on 21 February 2024
With all the negativity surrounding GP surgery I felt I hand to share my experience. I have had to contact the surgery on 3 occasions during during the past 3 weeks. I have always been able to see or speak to a clinician or relevant person with ease . The reception staff have been helpful and pleasant, dealing with my queries with compassion and care. Well done Carlton group practice.
Visited February 2024
Carlton Street Surgery has not yet replied.
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Review titled Absolute joke
Rated 1 star out of 5
by Anonymous - Posted on 17 January 2024
Get told to ring in at 8am on the phone for well over an hr and to be told no appointments left wht are the receptionist telling us to ring at 8am knowing that there is limited spaces. When ask to speak to a Dr because your innpain not deemed urgent when you have bloods that are showing very high markers because they don't deem it to be urgent it's routine come back in 2 weeks this GP surgery has gone to the dogs if they can't handle the amount of patients they have then why are they taking on more. Bring back Dr's that actually care. OK so receptionist have a job to do but they speak to you like dirt and to be honest they believe there very important but actually you have at least 4/5 sitting behind the desk but only 1 is answering calls or even dealing with patients but then saying that I sat in the surgery and each patient was told to check them self in ? I'm annoyed patient with very little respect left but don't worry I'll be in pain but this isn't deemed fit for a urgent call.
Visited January 2024
Carlton Street Surgery has not yet replied.
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Review titled The reception staff are utter rubbish
Rated 1 star out of 5
by Anonymous - Posted on 19 January 2024
My parent was on hold for 20 minutes and was number 1 in the queue... as well as not knowing basic information, my other parent works in a gp in the area and they make sure a patient doesn't wait no more than 3 minutes. My parent also had to tell the receptionist what to do as she was clueless
Visited January 2024
Carlton Street Surgery has not yet replied.
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 18 January 2024
My experience in contacting the surgery. I had a problem with medication and was asked to speak to a GP. When I explained to the person on the phone, help was immediate and given in a friendly and polite way. I appreciate it was not possible to speak to a GP that day but a week to wait, to me, is perfectly acceptable.
Visited January 2024
Carlton Street Surgery has not yet replied.
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Review titled Unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2023
Not helpful was directed to go to a n e for a temperature which seems extreme as I believed that a n e is for emergencies. I was lead to believe I would be getting a face to face appointment instead it was a phone call that was very brief and I felt quite dismissive and like he wanted to get me of the phone ASAP my appointment lasted 3 minutes and 46 seconds.
Visited December 2023
Carlton Street Surgery has not yet replied.
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Review titled phone call
Rated 2 stars out of 5
by Elizabeth Orton - Posted on 21 November 2023
I received a text saying to phone doctors to make an a phone call appointment. I phoned the doctors and was on hold for 43minutes. that is totally unacceptable. the line says if there busy you can request a ring back but none was offered. I wish i had just walked around to make the appointment it would of been 35 minutes quicker than being on hold. to top it off i have to wait 2 weeks for the phone call back.
Visited November 2023
Carlton Street Surgery has not yet replied.
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Review titled You just can’t get to see a doctor
Rated 1 star out of 5
by RERGCL - Posted on 04 October 2023
- Can't ever get through when you call, ever. Sometimes you don’t even get to join the queue. - If you get a call back , and it can be days later, if at all, there are never any actual appointments to see the doctor free within 2 weeks and you are not permitted to book one any further in advance. - Phone appointments are 3 weeks away. - Told to come in person at 8am if you are really poorly to be within a chance of an appointment but not guaranteed. Never happens. - Receptionists have given inaccurate results - my partner was told his test results were “fine” and he didn’t need to see the doctor. He insisted on an appointment as the tests were to try and find the cause of his symptoms, and when he finally spoke to the doctor (after nearly a month) he said they weren’t fine at all and he needed further tests and scans. Receptionists make decisions on whether you need to see a doctor. - - As pleasant as they are, and I do understand some things can be guided by them, they should not be deciding post test results whether you should be seeing a doctor or not. Your symptoms don’t go away whatever the results are. - Timeframes for being allowed to call back for results are greatly inflated to delay people coming back. My partner is currently in a vicious cycle of waiting on the phone, waiting for a callback, waiting to be able to make an appointment, waiting for that appointment, waiting for tests, waiting for results, waiting to be able to book an appointment if he can persuade the receptionist he needs one, waiting for the booked appointment…. Hopeless, stressful and upsetting! I imagine the receptionists are very stressed at times and would not be at all surprised if they received som form of abuse from patients which is absolutely unacceptable, but unfortunately the current process and experience is the perfect storm to create stressed responses.
Visited October 2023
Carlton Street Surgery has not yet replied.