Crown Heights Medical Centre
2 Dickson House, Crown Heights, Alencon Link, Basingstoke, Hampshire, RG21 7ANContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Crown Heights Medical Centre.
Reviews
-
Review titled Very poor practice-Avoid.
Rated 1 star out of 5
by Keri Holland - Posted on 06 November 2024
After tooth extraction at local hospital developed an infection. Had to contact the drs 3 times to get the desired result. Was told twice that it was a matter for the dentists and that the gps there could not help. I was asking for antibiotics that was all as I felt very unwell physically all over and knew this was due to my tooth hole being infected. Eventually managed to get a phone call from a very kind caring dr who I have seen before and would recomnend(other patients also recommend this gp-because of their kindness,caring disposition and friendliness and eagerness to help sort the problem). This gp then went on to prescribe me some antibiotics which started working the very next day. The receptionists are very often very rude and condescending. They do not listen to what you are asking for-and just keep repeating their robot like phrases that they have been told to say-thus making out that patients are being difficult. However there is one receptionist that is truly lovely, kind, caring , friendly, helpful, attentive and actually listens to you before trying to help with your request or problem. There are several gps there both male and female who seem to not care about patients health(mental or physical). I have had so many out n out lies told to me by reception staff and gps themselves. It does not fill me with much confidence with the practice as a whole. Yes there are a small handful of wonderful absolutely brilliant dedicated hard working gps and receptionists who make it their business to go over and above their duties to help patients. All of the staff should have this attitude. If they aren’t interested in helping patients then they are in the wrong job!! Very poor service now from crown heights medical centre which was once the best in Basingstoke. Lots of room for improvement throughout the surgery. Also whilst trying to get through on the phone-they state there is no benefit in phoning them if you have internet access. This is absolutely appalling. It is a total lie. So many people benefit from speaking to someone and explaining what they can’t put into written words. There are several services within the surgery that you cannot access from the econsult forms or their website. Come on crown heights. Get your act together or continue losing all your patients.
Visited October 2024
Crown Heights Medical Centre has not yet replied.
-
Review titled Worried
Rated 1 star out of 5
by Worried - Posted on 16 August 2024
My 82 year old husband had a nasty fall at Brighton Hill shopping area this morning and was immediately seen by a nurse at Gilles surgery who dealt with injuries to his knee, elbow and wrist not helped with the blood thinners medication he has to take. She told him to contact Crown Heights to book an appointment for a nurse to look at injuries next week to check for infection. She was kind, efficient and reassuring. On his behalf, I phoned CH and was met by a long and complicated conversation. (I just wanted an appointment!). It seemed the receptionist didn’t believe me, as my husband might get a call from the appointment team within the next 72 hours to tell them about his injuries by which time he might have an infection. We are not medically trained to know about infections. Presume the surgery does not deal with injuries and prefers to bamboozle their callers with long questions and any possible way of avoiding the patient’s requests. No wonder CH patients have to visit A and E.
Visited August 2024
Crown Heights Medical Centre has not yet replied.
-
Review titled Gone downhill fast
by Andy Oram - Posted on 04 July 2024
I joined because they are owned by the Doctors not Operose, but now, it feels like they have sold out to a profit from NHS company. They don't listen, they don't care, they argue, they blame, their own Pharmacist was rude to me, I've asked for help, I don't get any, today I requested a call back and was told to make a telephone appointment the first date being 29th July, tell me, were is the mental health care in that, 25 days for an appointment for someone asking for help? I will be looking for yet another Doctors Surgery one that is truly own by the Doctors, if one still exists! I have Autism and ADHD this is never taken into consideration when they bark orders at me, they make me feel stupid everytime I try to get help. Eventually I'll just give up trying.
Visited July 2024
Review titled Crown Heights Medical Centre
Replied on 25 July 2024
Dear Mr Oram Thank you for your feedback, and I'm sorry that you have been disappointed with the service from the surgery. I have listened to the 22 telephone calls we have had with you since 1st April, and I'm afraid that I can't agree that the team haven't listened to you, nor have the argued with you or been rude to you. Clearly there is a difference of opinion between us regarding these calls, and I am therefore more than happy to invite you to come in and listen to the calls with us so we can get your perspective on them. With regards to the wait for an appointment, your request was triaged by a GP as routine, and the earliest appointment we had was the one offered to you. There is a longer delay than we would ideally like for an appointment, which is due to the high demand from patients not being met by the supply of appointments due to resource availability and funding to name just two factors. Thank you for making us aware of your concerns. Kind regards Paul Butterworth Practice Manager
-
Review titled Worst practice
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
The doctors in here do not listen to the patient and writes in the files what they want and then you will wonder why you will feel even worse! I told one doctor in there that my grandma had breast cancer that healed and died from liver cancer and an uncle died from stomach cancer, the doctor wrote in the file "unsure of exact types/members of family but thinks grandmother had ?breast ca and stomach ca" this is lack of professionalism! Every time I was sent to a different doctor in this practice and a lot of them are rude and not caring about the patient. The reception most of the time do not answer the phone and if the do they can not help you with anything and will tell you to use the website that most of the time is closed after 8-9 am and it should be open for the whole day to make appointments! I had to wait for every thing over 7 days, you need a referral a few months. Even if you need to see a doctor its going to be a few days to a few weeks! If you receive a response from a clinic the doctor will make a phone appointment after over a month and then he will fails to call on the day of the appointment!
Visited June 2024
Review titled Crown Heights Medical Centre
Replied on 25 July 2024
Dear Patient Thank you for your feedback and I’m sorry that you have been unhappy with the service from the surgery. Unfortunately, you have posted your feedback anonymously and therefore I cannot review the specific concerns you have raised. With regards to the entry in the notes GPs record what they here. From the sounds of it there was some ambiguity hence why they used the word unsure and included a ? before symptoms. I’m sorry if you feel that a lot of GPs are rude, but the feedback we get from the patient survey that patients complete after an appointment doesn’t reflect your concern, and in fact patients are very complimentary. We do understand the frustration od seeing different doctors. There is always a balance between the speed at which patients can be seen and continuity, and we tend to err on speed of appointment but of course you can request a specific GP, which will probably result in a longer wait. I’m disappointed you feel we don’t answer the telephone most of the time. We keep a close eye on our call statistics which currently see us answering more than 93% of calls that hit our switchboard i.e. 7% of calls are terminated before we answer, with an average wait time of circa 4 minutes, which we believe compares more than favourably with other services. With regards to access to our online consultation system, I would refer you to our website where there is a detailed piece on when it is open, and why there are periods in the day when we can’t accept a new medical issue via the system. The wait for an appointment will be dependent on the decision made by one of our Triage GPs. If they determine your concern is acute you will be offered an appointment either the same day or within a few days, whereas if it is a routine problem the wait will be a few weeks. I would be disappointed if a GP failed to call on the agreed day. Our policy is to call twice and if we can’t reach the patient then to leave a message. We would, of course, be only too happy to review the specifics that you have raised, and should you wish to do so please contact the surgery and we will make arrangement to meet with you. Kind regards Paul Butterworth Practice Manager
-
Review titled Impossible to see a real person if you work
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2024
I am yet to see a real person to provide feedback. online booking requires a call-back screening. You might be given a day but if you aren't able to take the call while at work there's no second chance. During the call leave no ambiguity, or indication of mental health issue because that will not be picked up. Direct responses only. I attempted to book an issue at the weekend, but even the online system is only available during working hours. This is the only gp in this area so attempts to join another practice are futile. Bramley is the same building/practice. Dangerously poor. I was provided no personalise service or even a physical appointment since I couldn't get pasta telephone call
Visited April 2024
Review titled Crown Heights Medical Centre
Replied on 29 April 2024
Dear Patient I'm sorry that you have had cause to complain about the service from the surgery. Unfortunately because you have written this anonymously we are not able to look into for you. If you would please email hiowicb-hsi.crownheightspatients@nhs.net we will investigate your concerns and contct you further. Kind regards Paul Butterworth Practice Manager
-
Review titled Poor Management
Rated 1 star out of 5
by Sumit Solomon - Posted on 24 April 2024
My wife is attempting to register as a nurse with the NMC. She has successfully passed all her exams but now requires a medical fitness certificate from our GP surgery. We have been trying to obtain this certificate since December 2023 and are currently attempting to obtain it again now in April. We have booked all the appointments and have been calling the surgery daily; however, we have been unsuccessful so far, which is quite frustrating. How hard could it be to issue a medical certificate and verify her details to the NMC? No wonder NHS will continue to have medical staff shortages if the system is broken. Very sad as there is no one to help us.
Visited April 2024
Review titled Crown Heights Medical Centre
Replied on 29 April 2024
Dear Mr Solomon Thank you for making us aware of your concerns. Unfortunately due to confidentiality we are unable to comment any further, other than to say we believe the matter has been resolved. Kind regards Paul Butterworth Practice Manager
-
Review titled Get rid of your booking system
Rated 1 star out of 5
by Daniel Dovkants - Posted on 20 March 2024
So my daughter has chronic kidney disease and Southampton hospital have starting the matching process with myself but I was told by a consultant I need to get an appointment with my doctors to dicuss my BMI and other parts to get ready to give doner but unfortunately when trying to book I can't and spoke with reception that just said they can't help but keep trying the booking system the surgery are putting poeple at risk, and need to go back to the first system they had. I understand that this industry can be very demanding but they really need to step up
Visited March 2024
Review titled Crown Heights Medical Centre
Replied on 27 March 2024
Dear Mr Dovkants I'm sorry that you were unable to secure a booking on 20th March when you called in. This was due to clinical safety. We advised that you tried the following day, which you did and an appointment has been booked for you. I trust this has resolved your concern, and thank you for making me aware. Kind regards Paul Butterworth Practice Manager
-
Review titled Poor system and processes
Rated 3 stars out of 5
by Mr Wing - Posted on 15 May 2024
I submitted a Klinik form and received a quick response telling me that some blood tests requests had been added and that once the results were in a follow up could be arranged. Where were these bloods to be taken? Was I going to be contacted to arrange them or did I need to do this? Anyway, visited the surgery the following day with these questions and was told that it was my responsibility to arrange and there happened to be an appointment available for me in 20 minutes. Result! While having bloods taken I was told the results should be back within a week. All seemed to be going well. Three weeks later, realizing I had not received a call to arrange follow-up I called the surgery only to be told the results were back and everything was 'Normal' and the surgery would not contact me unless further action was necessary. Those blood tests were the first steps in possible diagnosis of my condition to see what needed to be done. I thought at that point that my case was closed/deleted/forgotten. The system does not appear to remind anyone that further action is required. It was only by chance that I attended an appointment with my wife with our GP that I mentioned the case and she arranged to do a telephone follow-up that afternoon but is does beg the question of what would have happened if I had left it or tried to instigate some action by calling in or attempting to book a follow-up appointment through Klinik. Was it my responsibility to book the follow-up? Anyway, the result of the telephone consultation was a change of medication and what I believed was to be a telephone follow-up a month later. The time given was around 9:15. On the day and time in question I was available and waiting for the call. By 10:00 nothing. Called the surgery and was told there were more than 30 in the queue. Called back much later in the day only to be told there must have been some confusion/miss-communication as the appointment was booked as a face-to-face and I had not attended. I received no text prior to this appointment as I have done in the past reminding me. Since then I have been trying for a week now to arrange this follow-up as the new medication was only prescribed for 28 days and I am getting some of the side-effects so what to go back to my old medication or try something different. I tried submitting a Klinik form to arrange this follow-up appointment and after 2 days have still had no response. Called the surgery to see what is happening only to be told the team are still trying to get an appointment with my GP. Why is everything so difficult? The Klinik system and management and all processes around it need to be reviewed and refined. I have seen more reviews criticizing the system which lead to me raising this review. Please do something about it.
Visited March 2024
Review titled Crown Heights Medical Centre
Replied on 03 June 2024
Dear Mr Wing Thank you for your feedback and I’m sorry that you have been unhappy with the service from the surgery. I’ve reviewed the concerns you raised and can advise as follows. You submitted a clinical concern on 14th March, which a GP responded to that same day asking you to have a blood test, and that she would follow up after she had seen the result. I’m sorry that it was unclear how you arranged this, and I’ll speak to the clinicians about adding text to advise contacting the surgery to book. The surgery does not contact patients when a test result is normal, but a GP will raise a reminder for themselves, if it is part of diagnosis process, which is what should have happened here. When you came in with your wife you saw the GP who had requested the blood test, and she booked a follow up appointment for you. Unfortunately, she booked it into a face-to-face slot, but advised you that she would call you. When the day of the appointment came you were clearly waiting for a call & the GP was expecting to see you face-to-face. As far as the administration team were concerned it was a face-to-face appointment that you had missed which is why you were asked to book again. We received your request for a further appointment on 13th May, and at that time the administration team were waiting for further appointments for the GP you were originally booked to see, which they had on 17th May and booked as early appointment as they could. You advised you needed an appointment earlier which we arranged with a pharmacist. Fundamentally the issue here was not with Klinik but an oversight on a follow up and an appointment entry error fpr which I apologise. I’ve reminded the clinical team about the importance of recording tasks and appointments completely and thank you for making me aware of your concerns. Kind regards Paul Butterworth Practice Manager
-
Review titled Very poor
Rated 2 stars out of 5
by Susan Merchant - Posted on 02 May 2024
The booking on- line appointment system is extremely poor each time I have tried to make an appointment the system is disabled? When I spoke to reception I was informed that the on-line system was disabled due to no further appointments were available on that day apparently the Practice cannot longer book appointments for 2-4 weeks ahead I cannot understand why with today's advanced technology this cannot be achieved. Before COVID you were able to book appointments over the phone 2-4 weeks ahead. I have looked into other GP practices in the Basingstoke area and their patients are able to access an appointment to see their GP within a few weeks therfore I can only presume the system used in Crown Heights is totally inadequate for their patients the very people/community they are there to serve. Personally each time I have gone on line to maker an appointment it has always been disabled therefore I have needed to go to A&E for treatment which GP could of managed which is not helping with problems our local hospitals are experiencing. Prior to going to A&E I called my GP reception who took some of my concerns and informed me that she would get a GP to call me back urgently the GP didn't speak to me someone else phoned me and stated the GP had assed my symptoms and I required physio which was booked for 4 weeks time I was absolutely appalled as I'm sure your aware you cannot assess anyone with out speaking or seeing them interesting I'm still being treated by the consultant at the hospital 8 weeks later. Recently I had an appointment with the nurse who changed my prescription Sent it to the GP to sign waited for 12 days! This only got completed after my personal prompt on my repeat prescription. I was also waiting on some results I was unable to find them on line so I called the Practice who informed me she would ask the on-line team for me to access my results again the system wasn't working. Crown heights used together best practice in Basingstoke now unfortunately I am extremely disappointed and would only rate them with 1* I believe the quality and care and more importantly listening to their patients have deteriated as for their systems they need an urgent review and upgrade. I appreciate that the number of patients have increased however this is not a local problem this exists throughout England that has to be managed and we cannot say that these problems are due to staff shortness I personally worked the NHS for nearly 40 years and the NHS has always been notorious for low staffing levels the problems begin with poor management and prioritising to achieve giving high standards of care with listening skills. I and others look forward to an improved service.
Visited March 2024
Review titled Crown Heights Medical Centre
Replied on 31 May 2024
Dear Mrs Merchant Thank you for your feedback and I am sorry that you have had issues with the service from the surgery. In responding to your concerns, I think it would perhaps be worthwhile me outlining how our appointment system works and why. Prior to September last year, we operated mix of online consultations and telephone booking, principally based on a first come first served basis. Typically, patients were booked into on the day or routine appointments without any review if that was the most appropriate action. What we identified was that there were a number of appointments every day that were being booked that could have been with another clinician or could have been dealt with via a text message or a referral elsewhere. Given that there are fewer GPs available and funding in Primary Care is being squeezed every year, thereby having an impact on overall appointment availability we looked for a method to better utilise the appointments we have. We therefore introduced a total triage model, whereby a GP reviews every appointment request and determines the most appropriate response to the request. Each day the Triage GPs determine based on the number of appointments available at what point we exceed the clinically safe capacity, at which point we refer patients to 111, or if a clinical emergency to A&E. This is no different to what happened under the previous system, other than we know we are seeing more patients that need to be seen/spoken to. As a patient when you submit a request for an appointment whether that be online or over the phone you can request an appointment 2 to 4 weeks ahead. That request will be reviewed by a GP but if they think you need to be seen earlier or directed to another clinician, they will make that decision. For example, when you called regarding your back, from the detail your provided, the GP assessed that it would best for you to see one of the acute physios we employ as they are best placed to deal with muscular skeletal issues. I can see from the call history that we offered a same day appointment at Old Basing, which you declined, or an appointment at Crown Heights 7 working days later. We also safety netted you to contact us further if your symptoms got worse or to attend A&E. I can see you elected to attend A&E later that day. With regards to your prescription, I’m afraid I can’t see any drug where you were waiting for 12 days. A nurse changed your medication on 18th April, which was authorised by a GP on 23rd April. You refer to us not contacting you about a blood test result. We received a call from you on 25th April, and you confirmed we could text the result to you which we did on 26th April. I trust the forgoing answers you concerns and I trust you can see that we did respond to you promptly and appropriately. Kind regards Paul Butterworth Practice Manager
-
Review titled Good if you can actually see someone
Rated 3 stars out of 5
by Alank - Posted on 29 January 2024
Had a blood test - which was done profesionally although I wasn't told before attending that this was a blood test. Surgery then contacts me by sms saying I need to book a phone consultation to discuss results. Of course the link they sent goes straight to a page saying there are no consultations available and to try later. 5 days on same thing so phoned them and they have failed to make the appointment. I'd go private but its not an option in the UK for GP services.
Visited January 2024
Review titled Crown Heights Medical Centre
Replied on 08 February 2024
Dear Alank Thank you for your feedback. I'm sorry that you weren't made aware that you were attending for a blood test. This is most unusual, and I'll remind the team to ensure they are clearer in their communication. Unfortunately you've submitted this feedback without your dull name so I'm unable to ascertain specifically what happened when you tried to book. If you could contactthe surgery directly we will investigate and feedback to you. Thank you again for your feedback. Kind regards Paul Butterworth Practice Manager