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 Appointment System Practice Lead
Rated 3 stars out of 5
by Nadia Harvey - Posted on 22 March 2023
I am full time carer for partner with Alzheimer's - unable to book a e consultation until tomorrow morning and it has to be 8am!! This system is not patient lead ....all of Britain has to ring or fill e consultation for triage at 8am ...the reality of caring for someone with no language and very advanced Alzheimer's is that one may not be able to undertake suck tasks at 8am !?! So we may miss another day of appointment as clearly surgery is overstretched - I have to add when seeing gp they all have been outstanding...but can some thought given to Carers and very vulnerable adults
Visited March 2023
Review titled Crown Heights Medical Centre
Replied on 29 March 2023
Dear Nadia Thank you for your feedback, and I'm sorry that you've had difficulty in obtaining an appointment. I've checked with our Frailty Team who would co-ordinate care with you and your partner, and I'm afraid they don't recognise your name, and you don't appear to be registered here as a patient. If you could please contact me via our web site with your partner's name I will ask the team to contact you to establish how we can help. Kind regards Paul Butterworth Practice Manager
-
Review titled Always Responsive
Rated 5 stars out of 5
by Paul Wilson - Posted on 29 March 2023
I had an appointment at Crown Heights with a practice nurse to review my condition. The appointment was bang on time. The nurse was very professional but friendly and the outcome was great. I came away very satisfied and mentally lifted. I’ve never had an issue with Crown Heights. Last week I used the Patient Access app to order my prescription around 10am. At 2pmI received a text from my pharmacy to say it was ready to pick up. Outstanding.
Visited March 2023
Review titled Crown Heights Medical Centre
Replied on 29 March 2023
Dear Mr Wilson Thank you for taking the time to let us have your positive feedback. It is very much appreciated, and I'll make sure the whole team is advised. Kind regards Paul Butterworth Practice Manager
-
Review titled Supportive GP practice
Rated 5 stars out of 5
by Anonymous - Posted on 17 January 2023
The team of GP and support staff are providing a very supportive service during a particular period of ill health. They respond promptly to e-consults and have given me the face to face time when I've needed it. I would recommend Crown Height Medical practice to others.
Visited January 2023
Review titled Crown Heights Medical Centre
Replied on 19 January 2023
Dear Patient Thank you for taking the time to send us your positive feedback, which I know the team will appreciate. I will ensure they are all made aware. Thank you again. Kind regards Paul Butterworth Practice Manager
-
Review titled Failing NHS System
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2022
This practice has been going downhill over the last 3 years and is now at an all-time low. I am now unable to telephone the surgery to even request a doctor call-back let alone have a face-to-face appointment! I now have to call 111 in order to wait all day for a doctor call back for an urgent condition. This situation is truly unbelievable, its like going back in time 100 years!
Visited December 2022
Review titled Crown Heights Medical Centre
Replied on 03 January 2023
Dear Patient Thank you for your feedback and I am sorry that you have had difficulty getting an appointment. Since the 17th October 2022, we have changed the way we manage our appointment system, and you may have missed the detail on our web site. In addition to using eConsult in the way we historically did, we have introduced eConsult for all telephone calls received requiring clinical input. Our Patient Access Administrators collect summary information from you, which is passed to a Clinical Triage Team. They triage all patient requests, whether online or telephone, and they offer the most appropriate appointment or service for your needs, taking into consideration any preferences you may have. We aim to triage all requests the same day if received before 4pm. This means that the need to call at 8am to secure an appointment is removed, as all requests for clinical contact will be triaged throughout the day. Our objectives were: 1. To re-instate the on the day/pre-bookable service the surgery previously employed, which many of our patients say they valued whilst maintaining the triage process that our GPs consider essential to enabling them to manage their workload. This means that patients with less urgent clinical concerns may have to wait for a couple of weeks. 2. To optimise the use of GP time. Not all clinical work needs to be directed at GPs. Contacts that can be directed to other clinical professionals or where information can be supplied by GP administrative support ensures the skills of our GPs are most appropriately used. What can happen on any given day is that we receive more eConsults than we have appointments available, and we therefore have to close access to the system. This then means you are asked to call us and if you believe the matter is urgent we ask you to call 111 who can assess you, which our Patient Access Administrators can't. If they then feedback you need an appointment urgently we utilise a protected 111 appointment for you. To ensure you don't experience the need to call we recommend you complete an eConsult online from 8am. I hope this clarifies matters for you and thank you for bringing your concerns to our attention. Kind regards Paul Butterworth Practice Manager
-
Review titled Worst service ever "do not use"
Rated 1 star out of 5
by Anonymous - Posted on 23 December 2022
I put a request in over 2 weeks ago to speak to a Dr regarding an Rx and/or being referred to private care. This is regarding incredibly high diagnosed blood pressure. After over a week of not hearing back I called and was told the request was sat with one of the medical secretaries and I had to call them back another day. I then called them the following day and was told yes they had it but there was nothing they could do I had to do an e consult. So I the next day tried an e consult which could handle my concern as it is so limited in options. So I called the surgery again. This time they told me that of course econsult wouldn't work and I had to go online again and put in an administration request. On asking if they could help on the phone I was told that isn't what they do. I have to do it online. So I put in an admin request stating quite clearly it is about medication for blood pressure or asking for a private referral . Nothing for 4 days so I call. They say that a call has been booked for the 13th of January. If I'm not happy with that then I have to wait until next Wednesday and do another econsult but it won't make any difference. This standard of service is beyond unacceptable and any excuse of still using covd as an excuse is ridiculous for such poor service or not seeing people in a timely fashion if at all. Other areas of the NHS are working fine now and caught up etc. I will said (and will) I will be reporting them to the cqc and gmc or nhse. I urge people not to join this surgery.
Visited December 2022
Review titled Crown Heights Medical Centre
Replied on 10 January 2023
Dear Patient Thank you for advising us of your concerns. I’m sorry it was necessary for you to complain about the service from us. Albeit you posted your comments anonymously we have been able to identify the circumstances relating to your concerns. I’m afraid that we don’t have record of your initial communication regarding a request to speak to a GP regarding a repeat or request to be referred privately. We can see that one of our Medical Secretaries advised you to raise an eConsult following a call you made to us or if you were unable to do so to call us. In fact, she could have put this request through herself to the Triage Team but was unaware that was an option to her. We have ensured our Medical Secretaries are now aware of this. I apologise for any delay this caused. When you then called you advised our Patient Access Administrator (PAA) you had been advised to call us, she checked your records and advised an eConsult was recommended but we had reached capacity for the day so eConsult was not available and asked you use eConsult the next day and explained we do ask people who can access the system to do so themselves. I can’t from the call identify where she confirmed she had any detail about your referral request nor that she said there was nothing she could do. You called back the following day as you found eConsult didn’t give you the options you wanted. I can’t identify from the call where our PAA told you that of course it wouldn’t work but she did advise you to use the administrative option if you couldn’t match with the options presented by the system. I am sorry that our PAA didn’t contact you on 20th December to advise that an appointment had been booked for you with Dr Sijbers on 13th January, resulting in you calling in on 23rd December to have this confirmed. We have reminded the team of the importance of closing every eConsult fully. I have asked our triage team if they recollect your eConsult, which they don’t but they both on reading it again confirmed they would have treated your request as routine and would have asked for it to be booked with Dr Sijbers as requested by you. As you maybe aware at that time we, and all other surgeries, were advising patients that anything of a routine nature was being deferred to post the New Year because of the prevalence of Steph A. So when our PAA came to book you an appointment she knew it would be the New Year and then because of Dr Sijbers’ leave the earliest available date was 13th January. I note that our PAA during the call on 23rd December when you expressed your concern that your appointment was on 13th January did advise that if you felt your concern needed upgrading from routine to urgent, you should resubmit an eConsult on Wednesday 28th December, the next day we would be open, and that would be re-triaged by the team. I trust the foregoing answers the concerns you raised, and thank you for bringing them to my attention Kind regards Paul Butterworth Practice Manager