Cleveland Surgery
Vanessa Drive, Gainsborough, Lincolnshire, DN21 2UQContact details and opening times
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Reviews
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Review titled Unusable app.
Rated 1 star out of 5
by Anonymous - Posted on 11 June 2024
I received a text message about my mother who has dementia saying that the surgery had a message about her that I could read through the 'ask my gp' app. The app is impossible to use and always has been for me. Telephone calls to the surgery are not answered. My friend who is in a different town showed me the NHS branded app for their surgery that worked perfectly. Communication must be improved.
Visited June 2024
Review titled Cleveland Surgery
Replied on 11 June 2024
I am deeply sorry to hear about the difficulties you have experienced with our communication system, especially given the importance of your mother's health situation. Your frustration with the 'Ask My GP' app and the challenges you've faced in reaching us by telephone are entirely understandable, and I apologise for any distress this has caused you. We are committed to providing the best possible care and support, and I recognise that our current system has not met your needs. I will personally look into the issues you've highlighted with the 'Ask My GP' app and the lack of responsiveness on our phone lines. Improving our communication channels is a top priority, and your feedback is invaluable in helping us make necessary changes. In the meantime, if there is anything urgent or specific that you need assistance with regarding your mother's care, please do not hesitate to contact me directly at the surgery. Thank you for bringing this to our attention, and once again, I apologise for the inconvenience and stress you have experienced. Best Wishes Lindsey Morris Practice Manager
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Review titled Cannot get appointment
Rated 1 star out of 5
by Anonymous - Posted on 11 June 2024
To make a routine appointment I was directed to AskMyGP which is supposedly open for appointments between 06.00 and 08.00 but today was not open for appointments at 07.04.
Visited June 2024
Review titled Cleveland Surgery
Replied on 11 June 2024
I am very sorry to hear about your recent difficulties in making a routine appointment through the AskMyGP service. Your experience is important to us, and I apologise for any inconvenience and frustration caused by the system being unavailable when you attempted to use it. Due to the high demand for our services, we occasionally need to temporarily disable the system to manage the volume of requests and ensure the safety and well-being of both our patients and staff. This helps us provide the best care possible under the circumstances, but I understand it can be very frustrating when you are unable to make an appointment. We are continuously working to improve our processes and systems to better meet the needs of all our patients. In the meantime, if you are unable to access AskMyGP and need to make an appointment, please contact us directly. Although our phone lines are also busy, we are making efforts to improve our response times. Your feedback is invaluable, and we appreciate your understanding and patience as we strive to enhance our services. If you have any further concerns or need immediate assistance, please do not hesitate to reach out to us directly at the surgery. Thank you for your understanding. Best Wishes Lindsey Morris Practice Manager
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Review titled Poor practice poor communication poor customer service
Rated 1 star out of 5
by Alma Evans - Posted on 07 March 2024
Called the practice on Monday 4th regarding sick note to be told it will be ready for collection Tuesday 5th! Called Tuesday 5th to be told nope not ready, to go through ask my gp!! Now on Thursday 7th and still no sick note!! My daughter had an appointment Thursday the 7th and she arrived 15 minutes early and because the receptionist failed to notify appropriate person of her arrival on time, her appointment was then rescheduled for a week later now the 14th march!!! Spoke to practice manger who I must say has a terrible attitude and tone of voice over the phone is actually rude not to mention she doesn’t even listen to someone who is talking constantly interrupts mid sentence. And to follow it up with “the receptionist says others wise” basically calling patients liars!! And then blames my daughter for not using the self service check in!!! Why have front desk staff if patients have to use self services and ask my gp!! This whole set up is a complete and utter joke as well as a waste of time!!! It seems to be you can only ever get seen by a doctor on time and when needed if you have a record of mental health anything else is not important which is a sad fact now a days!! My daughter works full time and is struggling to work at the moment, she can barely even walk and yet the people that should be helping her are doing the complete opposite!! This surgery is poor and some staff members should actually be ashamed of the treatment they give patients!!! They lack basic human decency and understanding!!!
Visited March 2024
Cleveland Surgery has not yet replied.
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Review titled practice manager
Rated 3 stars out of 5
by Anonymous - Posted on 17 November 2023
Went to surgery on Thursday 16th october to see the practice manager, she was not in that day but was told by receptionist she would be in tomorrow, Friday 17th october. Friday 17th october, went ot reception to ask to see practice manager, she asked if it was about a complaint, I told her yes, took a seat and waited 55 mins still no sign of practice manager. Went back to reception after waiting 55 mins and ask receptionis if she would contact practice manager and let her know I cannot wait any longer, no call no message to say she would be a little longer before seeing me. I asked the receptionist if she would ask the practice manager to call me and give me a time when I can see her, I do not want a phone call appointment I would like a face to face talk. Is it any wonder i cannot get an appointment to see a Doctor, when even the practice manger doesnt turn up.
Visited November 2023
Review titled Cleveland Surgery
Replied on 20 November 2023
Apologies if you felt that the concern you raised wasn't addressed efficiently by me. I recall our discussion on Friday afternoon and believed we had addressed the confusion that led to your wait at the surgery. I've rearranged a meeting for this week specifically to further discuss your complaint. Thanks Lindsey Morris Practice Manager
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Review titled blood pressure
Rated 3 stars out of 5
by Anonymous - Posted on 10 October 2023
Had my blood pressure monitored for 24 hours at vanessa drive, results very higt took me over to the surgery to be seen today as she was worried about my high blood pressure, and need an appointment today. just had a call back later to say its not urgent and can waite until tuesday 31st of october. tried to book an aappointment for chest infection and knee problems to be told it has to be done by ask my GP i have no idea how this works, where is the point in having a rescponist if they cant book appointments for you. tried on system one to get an appointment no appointment avaliabe despite being urgent. Dissapointed.
Visited September 2023
Review titled Cleveland Surgery
Replied on 14 November 2023
I am sorry to hear of your experience around booking an appointment at the surgery. If you would like to reach out to the surgery I can discuss this further with you, and discuss how our appointment system works. Thanks Lindsey Morris practice Manager
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Review titled Poor practice
Rated 2 stars out of 5
by Debbie Liever - Posted on 01 August 2023
For an entire working week I have tried to ask for help with pain medication.I have personally called and also made requests using Ask My GP. This is after the surgery received a letter from my consultant asking that I have a review and pain medication for nerve pain and suggested fibromyalgia. I have explained this impacts my daily life greatly and day to day movement brings pain as described in the letter from the consultant. I have been deferred,promised a call from the GP and given an appointment which will be a month from the surgery receiving the consultants letter. I cannot get any relief from the pain from over the counter medication.I cannot understand why I would wait a month to then hopefully start getting relief for my condition.
Visited July 2023
Review titled Cleveland Surgery
Replied on 14 November 2023
I regret learning about the challenges you've faced in obtaining assistance for your pain relief. It appears your medication was issued on 02/08/23 based on your records. However, due to the substantial demand for appointments at the surgery, routine bookings are typically scheduled 2-3 weeks ahead. Our capacity to safely accommodate patients is limited, causing anxiety and stress, for which I sincerely apologise. If you would like to delve deeper into this matter, please feel free to reach out to the surgery. Thanks Lindsey Morris Practice Manager
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Review titled Very poor experience
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2022
It is impossible to get an appointment here, even over the phone or to see a nurse. I would go further than not recommending this practice and actually advise people to avoid it entirely.
Visited October 2022
Review titled Cleveland Surgery
Replied on 29 October 2022
Good Afternoon, I am sorry to hear you have been struggling to get an appointment. We have a full range of appointments for both GP's and nurses both in our surgery hours and our extended hours. If you would like to discuss this matter further you can contact me at the surgery. Thanks Lindsey Morris, Practice Manager.
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Review titled Disappointing service
Rated 3 stars out of 5
by Anonymous - Posted on 23 September 2022
I requested early issue of prescriptions as we were going on holiday, I spoke to receptionist in person and explained when we were going away and that they were due whilst we were away. Husband got his, I got a box of paracetamol, rang surgery they issued thyroxine, rang again and eventually got remaining items Friday afternoon. We were going away but due to illness had to cancel, my tablets would not have been ready before we went. I had an echocardiogram on Monday and was assured the results would be with my doctor before the weekend, held in a queue for 40 minutes on the phone only to be told by the surgery they had not had time to match up the records, not good enough, it is distressing enough being told you have heart failure, and then not to get results does not help. When I first became ill your service was swift and spot on, could not have ask for better treatment but since then follow up has been abysmal
Visited September 2022
Review titled Cleveland Surgery
Replied on 26 September 2022
Hello, I am sorry that the experience you had on this occasion left you feeling upset. We strive to give excellent levels of care and it is of concern when a patient feels that they have received less than this. Unfortunately I am unable to look into your concerns as you have not left your name. If you wish to discuss this further. Please do not hesitate to contact me at the surgery. Thanks