James Street Group Pract
James Street, Workington, Cumbria, CA14 2DLContact details and opening times
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Reviews
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Review titled Diffucult Getting Appointment
Rated 2 stars out of 5
by Stephen Straughton - Posted on 15 June 2023
Requesting an online consultation from the website is virtually useless. It fails to even recognise common medical conditions at the search stage. Phoning the goup practice number is very frustrating, you listen to the pre recorded message for a minute then press option 1 for an appointment, you then get an engaged tone for circa 30 seconds befire getting cut off. Thus is repetetive and is disgraceful.
Visited June 2023
Review titled James Street Group Pract
Replied on 01 August 2023
I am sorry you find the search with on-line consult option difficult to navigate. This is part of the patient system we use called EMIS. This system is used by over 7500+ GP practices in the country and figures available on their website show that over 3000 of these practices also use the e-consult option. The telephone system does work well and when you choose the option for an appointment this then places you in a second queue there are only so many phone queue positions available. When you receive an engaged tone this means you have not been able to secure one of the queue positions and must dial again to the main number then select option 1. We are aware that this is frustrating for many patients and we liaise with the telephone supplier regularly to identify areas for improvement. Kind regards Alison NCPC Patient Experience
Provided by Care opinion
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Review titled Terrible practice
Rated 1 star out of 5
by Reece Fitzsimons - Posted on 13 April 2023
Can't ever get an apointment with calls beeping 3 times and hanging up. Not even a waiting queue I can sit in with no communication, last time i tried getting an apointment at reception they said they cant book in apointments. It's pretty bad when you have to ring the emergency line just for a chance of an apointment magically opening up.
Visited April 2023
Review titled James Street Group Pract
Replied on 01 August 2023
I am sorry to read of your problems when you try to call the practice. The practice use a cloud based telephone system as recommended for GP practices and the telephone queue is capped at a certain number of callers. If you don’t get into the queue this means that the ‘waiting lines’ are busy and you would have to redial. We have a team of dedicated call handlers answering all calls so you should be able to get into the call queue fairly quickly although I appreciate that the waits can be lengthy at certain times of the day. How long each call lasts for is not something we have any control over as we do not rush patients who have questions to ask us. When we are made aware of any issues with the telephone lines we report these to the external company who manage the system. Kind regards, Alison Patient Experience
Provided by Care opinion
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 22 April 2023
I tried to get a face to face appointment for my ill mother who is 79 on Friday 21st April after 155 calls yes that amount I eventually got a phone consultation which has resulted in emergency intervention for my mum absolutely disgusting that this has happened because she has constantly refused to phone this practice as they don’t answer I actually didn’t believe her but oh my god this is disgusting James st practice Workington should be ashamed of themselves and I’ve read the reviews and it’s more of the same people will be dying out there because of the complete incompetence of that surgery
Visited April 2023
Review titled James Street Group Pract
Replied on 01 August 2023
I am sorry to read that you are unhappy with the practice. Whilst your review remains anonymous I am unable to look further into your concerns. If you would like to speak with a member of the team about this you can contact the practice by email on nencicb-cu.workingtongpcomplaints@nhs.net With our best regards, Alison NCPC Patient Experience
Provided by Care opinion
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Review titled Absolutely shocking
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
I genuinely don’t understand how this GP practice is open and running. I have never encountered such incompetence from “professionals”. And the website? Makes you run around in circles - whoever they paid to create it clearly ripped them off! It is impossible to use. All I want is to see my GP and I literally cannot get through to book an appointment. I call at 8am, it doesn’t even ring through. I call in the afternoon - I’m told there *might* be an appointment in 3 days time, but to ring back later in the day. It’s actually horrendous. Whoever thought it was a good idea to have 1 GP practice for a town the size of Workington was off their rocker.
Visited March 2023
Review titled James Street Group Pract
Replied on 01 August 2023
It became apparent before the pandemic that the Workington practices were extremely vulnerable to closure. It was therefore felt merging the practices was the only means of providing an equitable level of service to every person in Workington, thereby avoiding the huge problems associated with the closure of two or more of the five practices. There are alternative ways to contact the practice. Further information can be found on the practice website around online consultations. I am sorry though that the website has been causing you problems. The practice do receive a huge number on online consult contacts without issue. If you wish to provide more detail around the issues you are experiencing with the website we can look into these for you. The practice does have a dedicated complaints email address that you can contact on nencicb-cu.workingtongpcomplaints@nhs.net if you would like any further help. Kind regards, Alison NCPC Patient Experience
Provided by Care opinion