Cauldwell Medical Centre
Bedford Hospital, Kempston Road, Bedford, MK42 9DJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Inflexible appointment system
by julymm67 - Posted on 01 February 2023
Can’t make an appointment. My husband had a head injury 30 years ago. He does not understand new systems of working or online stuff in general. Hanging on the phone for 1 hour and 40 minutes means he’s given up making an appointment. Last week the nurse phoned to tell him his cardi gram was ok but his BP readings were high. There was no reference to the sleep study he’s been promised no letter has been sent. He can’t take his tablets for high blood pressure they make him itch day and night. He needs different tablets but not beta blockers . He has mental health issues as he sleeps from 10 pm til 10:30 am. It takes him 2 hours to get going, wash and dress and he’s slowly losing his independence. How can he engage with the service when all you offer is at 8:00am to get on the phone or come to the surgery? Then he could be sent away to have to come back. So immediately he’s given up. There are other people like him as I work with special needs so what provisions are there at your practice to give disabled people and those with mental health a chance?
Visited January 2023
Provided by Care opinion
Review titled Cauldwell Medical Centre
Replied on 14 February 2023
Dear Julymm67, We are deeply sorry to hear about the difficulties your husband has faced in trying to make an appointment with us and receive the necessary care. It is unacceptable that he had to wait on hold for an hour and 40 minutes and that there was a lack of follow-up on promised tests and treatments. We have implemented a new phone system that allows all patients to be offered a call back so they do not have to wait on the phone. I am sorry if this option did not work for you and you preferred to hold. Our practice is committed to providing high-quality care and support to all our patients. We would like to schedule a meeting with your husband and a member of our team to discuss his individual needs and find the best solution for him. We are happy to explore alternative communication methods, such as email or phone calls, to make it easier for him to reach us. Please do not hesitate to contact us at elft.cauldwellmedical-info@nhs.net and elft.bedspatient.experience@nhs.net. You can also get in touch at elft.patientcommunityengagement@nhs.net, if you would like to join our Patient Participation Group. We are here to help and support you and your husband in any way we can. If your husband needs urgent support, Please use the NHS 111 online service or call 111 and select option 2. You can speak with a nurse or mental health nurse who can provide assessment and support 24/7. The Bedford Crisis Team at Florence Ball House is available 24/7. The service provides 24hr walk-in mental health crisis support for all ages. Please call 01234 315691 to speak with a member of the Team directly. Call handlers will complete an immediate telephone triage and then signpost people to help and support or arrange a same-day mental health assessment. The service also enables patients who are in crisis, and not able to function at their normal level, to be supported in their own homes. You can find more information on our NHS ELFT webpage. When you contact our practice, we can refer patients to social prescribing for more support. If you would like this service, please let one of our staff know when calling us on 01234 673710. We apologise for any inconvenience caused and look forward to working with your husband to provide the high-quality care he deserves. Sincerely, Anita Green
Provided by Care opinion
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Review titled Fantastic patient care
Rated 5 stars out of 5
by Anonymous - Posted on 23 November 2022
I brought my mother to an appointment on Tuesday at 5:30pm in the evening and was sat in the waiting room. A elderly patient came into the surgery, was sent by the hospital. The lady was clearly very confused, the young lady on reception told her that her that she was in the wrong place. I was expecting this receptionist to turn the lady away but to my Amazement the receptionist called the lady’s doctors found out who she was meant to be seeing and then called the hospital found out the appointment time and place! Not only did this person go above and beyond helping but then she saw this lady was confused, she walked her over to her appointment. The elderly lady was practically in tears! I have seen patient care in all my years but this young lady did really blow me away. She then came back saw another elderly patient struggling to walk, managed to get her a wheel chair! All I wanted to say is after all the hate I read about receptionists at GPS surgery’s. This person needs to be applauded! Bravo, surgery’s needs more staff like you!
Visited November 2022
Review titled Cauldwell Medical Centre
Replied on 09 January 2023
Thank you for taking the time to share your experience. Your kind comments have been shared with the practice team
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Review titled Very poor
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2022
I now have to measure my own blood preasure, becouse it's impossible to get to see a doctor. I monitored my blood preasure for seven days as requested by doctor, he sent a link to my phone and asked me to click on the link after monitoring for seven days, when I clicked on the link it had expired as they only last for 48 hours. Since then I have been trying to phone them, but I am still number 1 in the queue, after 1/2 an hour. Now I'm bored and I will try again for the third day running.
Visited November 2022
Review titled Cauldwell Medical Centre
Replied on 09 January 2023
We are so sorry you have had to wait on the phone. The practice has implemented a new phone system which has received excellent feedback. We have failed though in your case. Please accept our apology. The head of operations would like to have a conversation with you so you can receive a refreshed link to update your BP. Would you be able to email elft.patientcommunityengagement@nhs.net with your details so he can get in touch to discuss? Thank you for your time in giving us feedback. We constantly strive to act on this feedback to deliver better service. Your time to help us improve is gratefully received. We have an active patient participation group. Will you consider joining this too? Please let the head of operations know if this is acceptable.
Provided by Care opinion