Crown Heights Medical Centre
2 Dickson House, Crown Heights, Alencon Link, Basingstoke, Hampshire, RG21 7ANContact details and opening times
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Reviews
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Review titled Fed up of never being called for Mgus
Rated 1 star out of 5
by Stella Breathnach - Posted on 03 November 2023
In May 2021 a doctor called me at home to tell me i had Mgus i had no idea what this was she said it could lead to multiple myeloma but that i did not have that but could read about it on the Macmillan website It frightened the life out of me and i was not able to even tell my children for 2 weeks. Well thank God i am still here but she said i needed blood tests every 6 months Not even once was i called for this test i always have to try and arrange it myself and have managed to do that until today. i joined a facebook group where most people say they are seen at the hospital why did i never ever see anyone about this? Anyway I got up early for me today i went to town to have the test to be told it was for statins. I had rung last week to make sure the doctor had approved the bloodtest for Mgus but he or she had not been told properly so put me down for statin check test which is due end of Dec I said no and went and told receptionist now have to wait for another date Very bad indeed!
Visited November 2023
Review titled Crown Heights Medical Centre
Replied on 05 December 2023
Dear Mrs Breathnach Thank you for your feedback below, and I’m sorry that you are unhappy with the support from the surgery. I can see that Dr Groom arranged a blood test in November 2021, 6 months after contact and initial diagnosis from Dr McKenna. This was followed by monitoring blood tests in May 22, November 22, and May 23, all of which have been normal. Your request for follow up bloods was misinterpreted by our receptionist in late October, for which I apologise, but when this was identified to us, Dr Sijbers put the blood test on the system, and you are now booked in for that and a review with a GP in December. You expressed concern that you are never called for these tests and must arrange them yourself. We don’t put blood tests on for patients months in advance, so you are doing the correct thing by contacting us and requesting a blood test. I trust the foregoing answers your concerns and thank you for making me aware. Kind regards Paul Butterworth
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Review titled Very poor
Rated 2 stars out of 5
by Anonymous - Posted on 12 October 2023
They use a n online booking system for appointments that would not allow me to book for a new condition. The practice manager responded to my query by telling me that I should follow the "tile" for a new condition. What did he think I was trying to do? Thats the part that doesnt work! Then, when I tried again (to se if the "broken tile" was now fixed, the entire system is offline all day. And like all such poorly performing organisations, can I find a telephone number listed to discuss it in person - of course not. They are hiding behind their (broken) internet presence. How the elderly and vulnerable or those with mental health problems are supposed to deal with this I have no idea!
Visited October 2023
Review titled Crown Heights Medical Centre
Replied on 23 October 2023
Dear Patient Thank you for your feedback below, and I’m sorry that you have had difficulty using the Klinik system. As you know I have corresponded with you and our Patient Access Administrator has spoken with you to resolve your access issues. I can assure you the system does work and in the 3 ½ weeks we have used the system circa 2,500 submissions have been made using the tile you are referring to. If this continues to be an issue for you then please do arrange to come in and see us and we will show you first hand how the system works. I’m sorry that you found it difficult to contact us. At the top of our web site is a Contact Us link, which gives options once selected. One of those is to Call the Practice, and if you click on the icon our telephone number is displayed. I trust the foregoing answers your concerns and thank you for bringing them to my attention. Kind regards Paul Butterworth Practice Manager
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Review titled Impossible to make an appointment
Rated 4 stars out of 5
by Anonymous - Posted on 31 October 2023
Its impossible to make an appointment to see your doctor, trying via the links on their website no matter what time you try from early morning to late at night is just a waste of time, it comes up with a page "Online enquiries to Crown Heights Medical Centre are temporarily disabled" and its been like that for weeks. They no longer accept setting up an appointment via phone and if you visit the surgery they say they can no longer allow you to make appointments in person you must do online! I'm ill and can't get to see my doctor, this is disgraceful, unnecessary and disappointing for a practice which in all other ways is brilliant with an excellent staff and doctors.
Visited October 2023
Review titled Crown Heights Medical Centre
Replied on 16 November 2023
Dear Patient Thank you for your feedback and I am sorry that you have had difficulty making an appointment. As you correctly point out we do have to suspend Klinik, but often it comes back on during the day. The reason we suspend Klinik is because of the high volume of appointment requests received by a point in time so Digital Access Doctors suspend Klinik, to ensure they do not overbook that day’s appointments. It is not until they’ve opened a Klinik form that they can ascertain whether an appointment is required. Once the forms have been worked through and they still have capacity they will re-open the system for clinical triage. In the meantime if you require urgent medical assistance you should call the surgery, and our telephone service remains open for all enquiries not related to booking a GP appointment. I trust the foregoing deals with you concerns and thank you again for your feedback. Kind regards Paul Butterworth Practice Manager
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Review titled Absolute shambles
Rated 1 star out of 5
by Anonymous - Posted on 09 August 2023
I have had multiple experiences with this clinic and its doctors and nurses being condescending and not willing to listen. As a person with mental health issues for well over 30 years, I know my body and my mind. I always prefer to speak with someone willing to listen and understand my point of view. The last two experiences I’ve had dealing with a doctor and a mental health nurse were appalling and left me feeling more depressed and anxious than before I called. They limit the times you can even try to make an appt and have no empathy or care when actually speaking to patients. I have not had a positive experience with this practice since a doctor I had regularly seen retired a few years ago. She actively listened and called me every week while I was adjusting to new medications. Not one other doctor had shown me the courtesy or respect of knowing my own condition and how my body feels. This practice needs a major overhaul, not the very least on how to talk to patients so they feel heard and seen.
Visited August 2023
Review titled Crown Heights Medical Centre
Replied on 14 August 2023
Dear Patient Thank you for your feedback and I'm sorry that you are unhappy with your consultations. From the content of the above I believe you also wrote to us directly and your named GP contacted you to discuss. If this is not the case please do either call us or send us feedback via our website as we can't look into your concerns as unfortunately they have been posted anonymously. Kind regards Paul Butterworth Practice Manager
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Review titled Efficient Service
Rated 5 stars out of 5
by Philip Wilson - Posted on 15 August 2023
I just had my annual hypertension review. The nurse who conducted it was very amiable and professional. It was just like chatting with a friend and the actual tests were quickly and accurately.
Visited August 2023
Review titled Crown Heights Medical Centre
Replied on 18 August 2023
Dear Mr Wilson Thank you for taking the time to provide us with your feedback, which I will ensure the team are made aware of. I know your comments will be very much appreciated. Kind regards Paul Butterworth Practice Manager
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Review titled Speedy Response to EConsult Request
Rated 5 stars out of 5
by Sue Camm - Posted on 11 August 2023
Having completed an EConsult form just after 8am yesterday morning, I got a call back in less than an hour. I spoke to a friendly practise assistant who asked if I could come in for an appointment later that day. My appointment was bang on time and the GP I saw was really nice. Made me feel comfortable and relaxed and quickly diagnosed my health concern. I was given some advice and a prescription. I was very impressed with the speed of response and with everyone I dealt with.
Visited August 2023
Review titled Crown Heights Medical Centre
Replied on 15 August 2023
Dear Mrs Camm Thank you for taking the time to provide us with your positive feedback, which I know will be appreciated by the team. Kind regards Paul Butterworth Practice Manager
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Review titled Cancellation of appointment
Rated 4 stars out of 5
by N Hamilton - Posted on 30 June 2023
I attended the surgery on 28th June. I arrived 10 or 15 minutes early for my appointment. Having waited for 45 minutes without being called, I spoke to the reception staff who informed me that the GP for whom I was waiting, had not arrived. I find it almost impossible to believe that, by 0930, no one in the surgery was aware that a member of staff had not arrived. I returned home, stressed and angry.
Visited June 2023
Review titled Crown Heights Medical Centre
Replied on 07 July 2023
Dear Mr Hamilton Thank you for your feedback, and I'm sorry you were inconvenienced by the non-attendance of a locum. We do have an arrival checking method in place, which unfortunately wasn't followed by the person deputising for the usual member of staff with that responsibility, due to a separate staffing issue. Thank you for making us aware and we are looking at how we make our locum arrival check more robust. Kind regards Paul Butterworth Practice Manager
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Review titled Not happy
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
I am so fed up of never having a chance to make an appointment. The e-consult is rarely available. When you do get through to someone, they now choose when you see a Dr, and you have to make it whatever plans you have. All I want is a little bit of control over when I make an appointment again. Latest appointment is a telephone appointment booked at any time during a day when I work from 8am to 6.30pm and is something I do need to discuss with a Dr, but not something I can take a day off work for.
Visited April 2023
Review titled Crown Heights Medical Centre
Replied on 20 April 2023
Dear Patient Thank you for your feedback. We do understand that our patients would like to chose their appointment time, but unfortunately to make use of our appointments fully we need to allocate times, very much in the way the hospital does - which seems to be acceptable to the vast majority of patients. We will contact you to advise an appointment has been booked, and we would suggest you either at the time of raising the eConsult or by replying to the text we send you let us know the best time to call you. We can't guarantee we will be able to meet that time but we will advise the clinician who is due to contact you. Thanks again for your feedback. Kind regards Paul Butterworth Practice Manager
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Review titled Poor Management/ Service
Rated 1 star out of 5
by Priscilla - Posted on 27 April 2024
My child has a problem with the vision which requires an ophthalmology to assess him. I made an online request for referral and after five working days I didn't have any feedback so I followed up with phone calls and I was informed a doctor will contact me and yet nothing. Also, my child school requested for a doctors report regarding the child's allergy record and instruction from a doctor on how to administer his medication in an event of emergency. I flagged on the report that the school urgently needs the details because without an instruction the school will be unable to assist as required. I called the GP several times chasing up for the report and every time I call, they give me excuses. Communication with the practice is extremely disappointing. It's shocking how they've never been able to assist my family and I and I have to bypass to the main hospital or use Google for assistance.
Visited April 2023
Review titled Crown Heights Medical Centre
Replied on 29 April 2024
Dear Priscilla I'm sorry that you have found it necessary to complain about the service from the surgery. Unfortunately, as you haven't left your surname, I can't identify who you are and look into the concerns you've raised. If you would please email hiowicb-hsi.crownheightspatients@nhs.net with your details and we will look into and respond. Kind regards Paul Butterworth Practice Manager
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Review titled Disappointing appointment with Nurse
Rated 3 stars out of 5
by John Young - Posted on 25 March 2023
I recently attended my practice provisionally for a diabetes review, I have had a couple of these before with a person who, regrettably is no longer with the practice. Unfortunately, I found her replacement not to be anything like as helpful as she was. Her manner being very abrupt and over efficient and not a friendly easy experience for myself. She did not face me when asking questions but rather had her eyes on the screen in front of her. I feel she needs to practice her personal skills and interact with patients more .
Visited March 2023
Review titled Crown Heights Medical Centre
Replied on 29 March 2023
Dear Mr Young Thank you for your feedback, and I am sorry that you were disappointed with your recent consultation. We will discuss the points you've raised with the Nursing team. There is so much information the team need to capture that it can be all too easy to focus on the questions that need answering on the screen, which can of course leave a lack of engagement with you, the patient. Our Lead Nurse recognises this and will discuss with the team how they can interact more with the patient whilst capturing the information needed. Thanks again for your feedback. Kind regards Paul Butterworth Practice Manager