Hope Farm Medical Centre
Hope Farm Road, Great Sutton, Ellesmere Port, Merseyside, CH66 2WWContact details and opening times
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Reviews
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Review titled not great communication
Rated 3 stars out of 5
by Anonymous - Posted on 26 February 2024
I have been with this practice for 20 years and quite happy for the majority of the time, having only to go ocaisionally. for the past year I have ordered my repeat prescription thru email but trouble started when that was discontinued. I am without my salbutamol and feel pressure to use the nhs app. I do not own a smartphone and do not plan to use one. I could get no help from reception who told me i needed my birth certificate and photo id for the app anyway. i could understand if i was new to the practice but i am not. is it possible to get my prescription without physically going to the surgery, which costs me twelve pounds in taxi fares.
Visited January 2024
Review titled Hope Farm Medical Centre
Replied on 26 February 2024
Dear patient, Thank you for taking the time to leave some feedback on Hope Farm Medical Centre. I have reviewed your feedback and have detailed my response below. If you would like to discuss this in person, please do not hesitate to contact the medical centre. During the covid pandemic the medical centre changed its repeat prescription process to allow patients to order repeat medication via email as the practice had restricted access. This was taking a lot of additional admin time to process, and following an audit in November 2023 the admin time taken to process email requests for repeat medication was taking on average 33 hours per week. It was agreed that this time would be much better spend in other areas of the practice such as having more staff to answer the phone during busier times. In consultation with our Patient Participation Group, it was agreed to stop receiving repeat medication requests via email to an alternative electronic solution of the NHS App. We communicated this decision to patients giving them 6 weeks’ notice via email, text message, our website, and social media accounts. The overwhelming response has been positive in transitioning patients over to the NHS App. We have several ways that patients can order their repeat medication. 1. Via the NHS App (or other apps which are available). This completely removes any administrative input; the request goes directly to your usual GP for signing and you are able to track the progress of your request 2. For patients with access to the internet i.e., desktop computer, you are able to log onto your NHS account via https://www.nhsapp.service.nhs.uk/login which will allow you to order your repeat medication 3. Patients can also allow proxy access to the NHS App to a relative to order their medication on their behalf 4. At the front desk in person 5. Ordering from one of the local pharmacies who will order patients medication on their behalf directly with the medical centre If patients previously used the electronic option of email to order repeat medication requests, they would have the facility to use an alternative electronic format of either the NHS App or a desktop computer to access their NHS Services account to order. With regards to your query over identification. You can download and register for the NHS App directly from one of the app stores. On the rare exception that the app identification process fails, patients need to obtain a linkage key from us. In order to handout this linkage key we do require identification. Due to the nature of the information that this linkage key would enable access to, and to ensure adherence to our data protection responsibilities, it is very important that we verify who we are handing out this information to. I hope this response allows you to see that a thorough process was taken in changing our repeat prescribing process, that we actively engaged and communicated with our patients, and have a range of alternative solutions.
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Review titled Waited 90 minutes for my 6 year old to be seen
Rated 2 stars out of 5
by Anonymous - Posted on 01 December 2023
I have just waited 90 minutes for my daughter to be seen for a appointment which we got told to come in for 11am. I took her out of school and thought we would be less than a hour, she missed 2.5 hours of school I also had my 2 year old with me, which was very hard to keep him sitting still in the reception for 2 hours, which was certainly not fun. And because i politely complained to the doctor when she was finely seen, i felt flustered and like a worrying mum for the appointment. They shouldnt tell people to come for 11 if there is over 20 other patients to also be seen at this time. And a complaint wont be taken seriously at the desk, they had no sympathy for how long i waited with 2 children
Visited December 2023
Review titled Hope Farm Medical Centre
Replied on 26 February 2024
Dear patient Thank you for taking the time to leave some feedback on Hope Farm Medical Centre, and I am sorry your recent visit fell below the expectations we set, and I hope your daughter is now feeling much better. I have reviewed your feedback and have detailed my response below. If you would like to discuss this in person, please do not hesitate to contact the medical centre. Each day we have appointments that can be booked on the day by patients needing to be seen that day by a GP. Once we have reached capacity, a further assessment of need is undertaken to determine whether the patient still need to be seen that day, at a future date or whether an alternative service would be more appropriate. After this assessment patients are advised that they can come up at 11am for a sit and wait appointment after the doctor’s morning surgery, and the patient is advised that there can be an extended wait depending on how the doctor’s morning surgery has gone. The doctors are willing to see extra patients in need of care that day on top of their morning booked clinic as this is an important aspect of providing high quality healthcare and access to our registered patients. Having reviewed your individual case, this was the process that was followed and explained to you at the time of being offered a sit and wait appointment at 11am. Although you arrived promptly, you did not check in at reception until 11.46am so the GP was unaware your daughter had arrived and was sitting in the waiting room, so this further exacerbated the long wait experienced. Your daughter was seen by the GP at 12.14pm, which was 28minutes after your check in time. Following your experience and feedback, we have implemented that our Patient Services Team reiterate to patients the need to check in for any sit and wait appointment offered when arriving at the medical centre, and for the team to keep an active eye on the waiting room to identify if any patient has been waiting for an extended period of time and may not have checked in on arrival. Our intension is that these steps will reduce the chance of this situation happening again in the future. I am sorry again for the delay in being seen, and the long wait experienced by you and your daughter. Yours sincerely Hope Farm Medical Centre