Holmcroft
Holmcroft Road, Stafford, Staffordshire, ST16 1JGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Let down again, by this surgery
Rated 1 star out of 5
by Tracy ward - Posted on 22 July 2024
Feeling really poorly, used patchs to try and get appointment. All seemed to be going well. Was offered appointment, sent a reply to except appointment, let family member know as they work. To get to the surgery to be told I don’t have an appointment.its just a joke. Nobody knows how to run the surgery, all the time mistakes. Been with them for years, there admin team were wonderful. Why has it gone so wrong! No patient care at all. Things need changing.
Visited July 2024
Holmcroft has not yet replied.
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Review titled Not Great
Rated 3 stars out of 5
by Christine Pendred - Posted on 10 May 2024
Been waiting for the Doctor to call me back called yesterday my Doctor was off they said will get her too call you back tomorrow its now 6:55 pm receptionists said see what I can do she’s gone home now. don’t think it’s going to happen same last month in my test results says Dr needs to speak to patient that was a week ago I am worried sick don’t know who to talk to.
Visited May 2024
Review titled Holmcroft
Replied on 14 May 2024
Good afternoon, Firstly I would like to thank you for taking the time to leave feedback on your recent experience, I do apologise that this wasn't a positive one however. I would like to apologise for the worry that not having this telephone call has caused you. I will chase this with the GP as a matter of urgency and get her to call you back today. With kind regards, Diane Salmons, Operations Manager at Holmcroft Surgery.
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Review titled Patient Care? - don't think so
Rated 2 stars out of 5
by Anonymous - Posted on 29 May 2024
No-one to answer the phone although "your call is important to us " - really? Hang on long enough and you'll be cut off. So frustrating.
Visited May 2024
Review titled Holmcroft
Replied on 30 May 2024
Good Morning and thank you for taking the time to comment on your recent experience of your telephone encounter with the Surgery, I am sorry to hear this wasn't a positive one however. Unfortunately we have been experiencing issues with our telephone system in the last day or so which is being looked into by our telephone company. We introduced our online system called PATCHS to try to alleviate such problems as this means you do not need to call the Practice, you can now submit a PATCHS request by clicking on the link on our website, completing the registration details and setting up an account. This will enable you to book appointments, order repeat medication and submit a query without the need to call the surgery. with kind regards, Diane Salmons, Operations Manager at Holmcroft Surgery.
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Review titled System doesn't work
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2024
Being trying to see my Dr for 4 weeks now, Phoned at 8am I get through at 9.30 to be told by reception that appointments have all gone and if I need an appointment to phone at 8am, Phoned again at 8am got through at 9am call was answered, I was asked my DoB I told her then she put me back in the queue music played again I got answered at 9.30 I got through asked my DOB I told her once again then got put back in queue to be told I was caller number 7 I hung up very frustrated, Another time Phoned at 8 got through at 8 got answered at 9.30am to be told all appointments have gone now, Seriously thinking of going to another's Dr which is a shame because I have only been with this practice all my life ,
Visited April 2024
Review titled Holmcroft
Replied on 14 May 2024
Good afternoon, Firstly I would like to thank you for taking the time to leave feedback on your recent experience, I do apologise that this wasn't a positive one however. We understand that at peak times such as between 8am and 10am, our telephone lines are very busy and it can take a while to get through which can be very frustrating. To help with this we have introduced an online system called PATCHS which enables patients to log on and complete a form online to either request medication or to obtain an appointment with a clinician. You can register for this service by clicking on the link through our website. We have also recently introduced a telephone call back system which keeps the patient's place in the queue but means the patient doesn't have to wait on the telephones, the patient can put the telephone down and the Practice will call you back. We are constantly looking at ways to improve patient access as we are aware that this is a challenge across the whole of the NHS and feedback such as your really does help us with this, so thank you again. If you would like to discuss your concerns further, please do not hesitate to contact the practice and we will be happy to discuss this further, go through our PATCHS system or explain how our call back system. With kind regards, Diane Salmons, Operations Manager at Holmcroft Surgery.
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Review titled Administrative shambles
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2024
When I've got to see a medical professional, I have always had positive experiences... however the administrative side of this practice has fallen into chaos. My address was changed on the system for reasons they cannot explain. I was threatened with being removed from the list of patients because I was 'out of the catchment area' despite living within site of the front door. I have had email queries not responded to. I have been rudely treated by the front-of-house staff on more than once occasion, and have found them very dismissive when I have raised concerns. Save yourself the hassle and go somewhere else!
Visited March 2024
Review titled Holmcroft
Replied on 07 April 2024
Good Afternoon and thank you for taking the time to review the service you have recently received from Holmcroft Surgery. I am sorry to hear that your experience hasn't been a positive one and I am keen to get more details of the concerns you have raised so that a thorough investigation can be carried out to look into what went wrong. If you could kindly email details of your concerns to holmcroft.surgery@nhs.net and mark it for my attention I will look into these issues and get back to you with a response. Thank you again for bringing these concerns to our attention and I hope to hear from you in the near future. With Kind regards, Diane Salmons, Operations Manager at Holmcroft Surgery
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Review titled Let down
Rated 1 star out of 5
by Patient - Posted on 07 March 2024
Arrived 7 min late for appointment due to accident on the road, was told they can not see me…the manager of the practice was no help at all, in fake did nothing to put it right
Visited March 2024
Review titled Holmcroft
Replied on 07 March 2024
Good Afternoon, Thank you for taking the time to comment on your recent experience when visiting the Surgery, which I am sorry to hear was not a positive one. As you have also written directly to us outlining your concerns we will thoroughly investigate these concerns and respond to you in writing once we have discussed your comments with the staff members involved. With kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled Appointment?
Rated 1 star out of 5
by Kate - Posted on 11 March 2024
Have been trying to get an appointment for a week now. Despite jumping on the phone at 08:00 or attempting Patches I cannot get an appointment as apparently the capacity is full. Come on GPs get back to work fully. Covid isn’t an excuse anymore
Visited March 2024
Review titled Holmcroft
Replied on 07 April 2024
Good Afternoon Kate and thank you for taking the time to review your recent experience when trying to obtain an appointment. I am very sorry to hear that this was difficult for you. We offer pre-bookable and same day appointments with a variety of clinicians each day, ranging from General Practitioners to Urgent Care Practitioners and Physiotherapists and we are constantly looking at ways to improve our services and capacity by signposting patients to the correct service for their individual requirements such as the Pharmacy First scheme for patients with minor ailments, Extended Access clinics for patients who require an appointment outside of the usual surgery opening hours, to our in-house Physiotherapists for musculoskeletal problems, to our in-house mental health practitioner or the Winter Pressures Hub. These are all schemes that have been implemented by the ICB or Government to help with GP capacity as they are aware this is a problem across the whole of the NHS. I would like to thank you again for highlighting your concerns and reassure you that we are always grateful for feedback to help us improve our services. Kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled Stressful trying to get in touch by phone
Rated 2 stars out of 5
by Tracy Ward - Posted on 15 February 2024
Needed information about elderly Fathers repeat meds for heart problem. My father didn’t realise that he didn’t have meds for heart problem, I put a repeat online early morning 15/02/24 and requested urgent.Called chemist to see if prescription had been sent, they didn’t answer. Checked doctors website to see what time they closed, it said closed at 6:30, started call at 6, I was number 3 in the queue, went down to 2 in the queue, at 6:27 still number 2 in the call queue. 6:30, still number 2 in the queue, decided to try calling from the landline to be told phones had switched to 111. If I had not checked, I could have been left calling on the Mobil for hours, still being number 2 in the queue, all the time being told my call was very important, hard to believe. I know this happened to my brother and cost him a lot of money for the call. I fail to see why my call wasn’t answered when at 6 o’clock there was only 3 calls in the queue. All I wanted was to ask if they could please check if urgent prescription had been put through for elderly Fathers heart meds. I found it stressful and frustrating! Holmcroft used to be a wonderful caring, easy to get through to surgery, not any more. Doesn’t seem to be any care there for patients.
Visited February 2024
Review titled Holmcroft
Replied on 07 March 2024
Good Afternoon, Firstly I would like to thank you for taking the time to review your recent experience when trying to contact Holmcroft Surgery and I am sorry to hear that this was not a positive experience. Our reception team work extremely hard to try to provide a good service for our 11,000 patients, often dealing with very difficult situations and be under extreme pressure which can be very stressful. I am sorry you feel that on that particular occasion we let you down. After 4pm our Reception team reduces down to 2 members of staff and although this is usually sufficient cover to meet patient demand, there are occasions, such as emergencies, where the GP/clinician needs assistance which can mean that a member of the team may be called away from Reception to assist the clinician. This doesn't often happen which means it can not be anticipated unfortunately and at times like this, it leaves 1 Receptionist to deal with all of the usual Reception duties such as booking in patients, dealing with face to face patient queries and answering the telephone. I apologise that you were left feeling stressed and frustrated. In future you may find it easier to either use our online service PATCHS or email in your father's medication request to holmcroft.queries@nhs.net as this email address is constantly monitored throughout the day and actioned accordingly. I would like to thank you again for highlighting your experience and if you would like to discuss this further, please do not hesitate to contact me directly and I will do my very best to answer any further queries you have. Kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled nightmare Practice
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2023
Today 05/12/2023. I had an appointment, I arrived 12 minutes before the appointment to find 5 people awaiting to be served/ book in, the booking in screen, was not working again! After serving 2 people the receptionist just walked off. She went in the back, decided to chat to one of her mates. She spent 5 minutes chatting, then decided to call back. The lady behind me walked out huffing, by now my appointment had over run and I had still not booked in. I eventually got served 5 minutes after my time slot. Is it a case of employing people who just don't care about customer service, because no one with a decent attitude wants to work in a run down Surgery? Reception staff need to be trained to be respectful and willing to help, rather than get paid for not doing their job properly. They have a sign up stating they are short staffed, its been there for 3 years? If you are considering joining this surgery, read all the reviews first, then you can make an informed decision. I dont think it will change Ever!!
Visited December 2023
Review titled Holmcroft
Replied on 07 March 2024
Good Afternoon, Firstly I would like to thank you for taking the time to review the service you received during a recent visit to the Surgery, which I am sorry you felt was not a positive experience. Our booking in screen requires patients to add in their full date of birth when checking in, as follows 01/01/2000, and this can be confusing as without the dashes the check in screen locks. This isn't ideal and we have identified that this is a problem, therefore we have reported this to the company who provide us with the system to ask for this to be replaced. Our reception team work extremely hard to try to provide a good service for our 11,000 patients, often dealing with very difficult situations and be under extreme pressure which can be very stressful. I am sorry you feel that on that particular occasion we let you down. There are occasions when a Receptionist will need to discuss something with a colleague to ask for their advice or assistance which may have been the case in this instance. I will discuss your concerns with the team at our next team meeting to look at ways we can improve our service. I would like to thank you again for highlighting your experience and if you would like to discuss this further, please do not hesitate to contact me directly and I will do my very best to answer any further queries you have. Kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled Appointments
Rated 1 star out of 5
by Mrs Joyce E Wright - Posted on 14 December 2023
It is with regret that I have to leave a bad review as before Covid the practice was brilliant. I have tried for 3 weeks to get an appointment through patchs but at 8am no appointments available. I have tried calling the surgery but as previously stated waited 45 mins then the phone cuts out. This is not easy when I do the school run as well. I've even tried emailing but again to no avail. I have spoken to many people in the area who are having the same problem. I would pay to see a consultant but it has to be referred by the GP! Please tell me how to do this please.
Visited December 2023
Review titled Holmcroft
Replied on 27 December 2023
Dear Mrs Wright, Firstly, I sincerely apologise for any inconvenience and frustration this situation may have caused. We understand the importance of timely access to healthcare, and your experience falls short of the service standards we aim to uphold in relation to our phone system. We would like to assure you that we are currently working closely with the phone system regarding the phones cutting out and looking at a resolution to this. We offer a number of appointments daily and when we have reached full capacity for the day, we close Patchs for safety reasons. On very rare occasions, Patchs will only be closed at 08:00 for unforeseen circumstances such as sickness and we must use Red Alert appointments only for that day. Therefore, I would always advise to try a few times to log in to Patchs in case of any technical problems when Patchs open at 8am. Further to this, I would like to inform you that I have added a patch request on our system in relation to a GP appointment. You should hear back from the practice with an appointment as soon as possible. Thank you for your feedback. Kind regards, Kate Challinor, Operations Manager at Holmcroft Surgery