Kearsley Medical Centre
Jackson Street, Kearsley, Bolton, Lancashire, BL4 8EPContact details and opening times
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Reviews
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Review titled Felt in despair before app, after felt much more hope
Rated 5 stars out of 5
by Julie - Posted on 23 October 2024
Yesterday I had an appointment with Dr S and as I keep seeing negative reviews about the surgery I thought it’s about time someone took the time to leave a positive review. When I started my appointment yesterday I was feeling completely fed up I honestly thought we’d already tried all options over the last few weeks and was feeling so low and fed up. However as always this amazing Dr always makes things seem better as always end the appointment with a plan and one that I’ve been fully involved with the plan moving forward and also advised me of alternative none medical options I hadn’t known about. So huge thanks as was feeling like I had no options and totally fed up but now feeling hopeful. Thanks for everything
Visited October 2024
Review titled Kearsley Medical Centre
Replied on 23 October 2024
Dear Julie, thank you for your positive comments about your consultation, we will pass this on to the GP you saw and the rest of the team.
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Review titled Disappointing service
Rated 3 stars out of 5
by Brian Hulme - Posted on 04 October 2024
Having ordered a regular prescription on line now 4 days ago I will need to travel a second time to the designated Pharmacy to pick up the prescription that had not been received after 3 days. Why did it take so long. Your system used to work well enough on a two day cycle.?.
Visited September 2024
Review titled Kearsley Medical Centre
Replied on 14 October 2024
Dear Brian, we are sorry you have experienced an issue with the practice. I have reviewed your medical records and can see you placed a prescription request online on Sunday 29th September. This request was picked up by our pharmacy team on Monday 30th September. The item you requested had been stopped in August 2024 and was noted in a recent hospital clinic appointment letter as stopped. The item was therefore not issued. On Tuesday 1st October at 6.21am you ordered online your repeat prescriptions, they were all issued and sent to the chemist on the afternoon of Tuesday 1st October at 6.14pm and would have been able to collect from this point. This has been electronically logged into your medical record as sent. We are unsure why the chemist has said they were not received. This question would need to be directed to the chemist. I hope that we have been able to fully address your concerns and questions. Please do not hesitate to contact me at the surgery if you feel that you need to discuss this further. Practice Manager- Stacey Walsh
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Review titled For the reception manager
Rated 1 star out of 5
by Corinne - Posted on 16 August 2024
My husband has had quadruple bypass operation recently and needed a blood taken within the first week to be sent to Wythenshawe Hospital. Firstly, my husband couldn't get an appointment for two weeks, only then to have it cancelled with no reason being given for this. Today I called into the surgery with his hospital discharge notes clearly stating to the GP that repeat bloods were required within one week, which I showed to the very polite and professional receptionist on the front desk (Thank you to the receptionist on the front desk. You did your best). As my husband's future appointments depended on the results of this blood test, I asked why the appointment had been cancelled. She hinted that staff were off sick, but did at least seek some advice. When she returned, she was told to advise my husband to go to The Hive in Bolton Town Centre to have his blood taken. After explaining that my husband cannot walk far, let alone get to Bolton, she then went off again to seek more advise, only to then advise that he will have to phone the surgery next Monday morning. For the record, my husband needed his blood taken within the week, as his white blood cell count was still high on being discharged from hospital. He had been treated for a fast atrial fibrillation, hypokalaemia, hypomagnesia, a small left pleural effusion and a chest infection immediately after his operation, which I suspect is the reason the blood being required. This is also stated in the discharge notes. I asked the receptionist if they had a copy of the discharge notes and she confirmed that they did. When I then asked if the advice that she had given had come from a GP or other medical professional, she responded that the advice had been given the 'non-medical' Reception Manager. This is not good enough! Regardless of whether there are nurses available, there are GPs there who I'm pretty sure could give five minutes of their time in order to take a blood sample so a patient can be monitored as requested by the discharging hospital! Read the hospital notes and use your head! This isn't a minor condition! My husband has had major heart surgery and it would be very helpful if our local GP service (including reception staff) would provide the cooperation, help and support required. I'm pretty sure that I speak on behalf of many in saying this. May I offer a solution in relation to you cancelling future appointments with patients as I used to work in children's mental health services - Please utilise medical bank staff if your employees go off sick. I'm sure they would be glad of the work and it would also remedy the need for your practice to cancel appointments. It's not rocket science!
Visited August 2024
Review titled Kearsley Medical Centre
Replied on 17 October 2024
Dear Corinne, Firstly, I am sorry to learn that you are unhappy with the care that you have received from the practice and the distress the situation has caused you and your husband. I am grateful that you have brought this to our attention. As I understand it you are complaining because your husband was unable to obtain a blood appointment within the week as requested by the hospital. The practice takes all complaints seriously and your complaint has been investigated in line with our complaints procedure. This involved me speaking to the reception manager, who provided me with an account of their recollections of what happened, as well as reviewing the phlebotomy appointments. Unfortunately, this was an inappropriate transfer of care from the hospital as they should have arranged the bloods to be taken if urgent. The hospital discharge letter does request the GP to arrange these bloods, however this is a request only. Where we can accommodate these requests, the practice will endeavour to complete the request depending on our capacity. On this occasion we did accommodate as we booked your husband an appointment with the nurse to take these bloods. However, the practice nurse took emergency leave on this day and the appointment had to be cancelled. Our phlebotomist is booked up two weeks in advance and our practice nurses were also fully booked. You were therefore directed to The Hive. The Hive offer GP practices additional capacity for a variety of appointments including the taking of blood. Where we have no capacity we would direct our patients to The Hive. I am sorry for the distress that this situation has caused you. We are appreciative of you bringing this to our attention and providing us with an opportunity to learn and make any necessary changes going forward. I hope that we have been able to fully address your concerns and questions. Please do not hesitate to contact me at the surgery if you feel that you need to discuss this further. If you’re not happy with our final response to your complaint and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. The service is free for everyone. To take a complaint to the Ombudsman, go to www.ombudsman.org.uk/making-complaint or call 0345 015 4033. It is important that you make the complaint as soon as you receive our final response as there are time limits for the Ombudsman to look into complaints’. • The PHSO ‘How we can help’ leaflet, for inclusion in final responses can be found here: https://www.ombudsman.org.uk/publications/how-we-can-help-you-leaflet • Our information on writing action plans can be found here: https://www.ombudsman.org.uk/organisations-we-investigate/putting-things-right/writing-action-plans
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Review titled Disappointing
Rated 3 stars out of 5
by Brian - Posted on 06 August 2024
After being advised by text , of my up coming Annual review I was asked to make an appointment. While waiting at No. 9 in the queue on the telephone I was recommended to book my appt.”on line” for convenience. On attempting to do so Kearsley Medical Centre web site advised me that on - line booking of appointments was not possible !!. This was a similar response both from the NHS website and a System on Line website which I often use for ordering prescriptions. Explain Why ordering an appt. on line is not possible when you actually advise it ??? Please advise, and also without the usual abject apology which seems to be a standard response these days.
Visited August 2024
Review titled Kearsley Medical Centre
Replied on 11 August 2024
Dear Brian, Firstly, I am sorry to learn that you are unhappy with the care that you have received from the practice and the distress the situation has caused you. I am grateful that you have brought this to our attention. The practice takes all complaints seriously and your complaint has been investigated in line with our complaints procedure. This involved me looking at our website and listening to our automated message on our telephone system. Our automated message does suggest patients go to our website and complete an online triage form to request an appointment. This is to provide a quick service for our patients that is fully online. On our website homepage there is a large yellow box at the top advertising our new appointment triage system to patients. This has a link that takes you to our appointment page that explains in full our new system and how you can obtain an appointment by completing an online triage request form. Half way down this page is a blue box which when selected generates a new request form for online triage. When this is selected you will be given two options - urgent or not urgent. We would deem an annual review appointment as not urgent, and complete the questions. Once submitted, a GP triages the request and allocates appointments with the appropriate clinician and can send a link to your phone so you can book a time slot of your choice, or for the nurses appointments can book this directly for you. When we have reached our safe capacity for the day, the online triage forms are switched off until 8am the following day. We do not have the access to add this online triage form to the NHS website, and currently Systmonline does not allow us to add our practice triage forms. These forms are only available via our practice website. I have included a direct link here: https://systmonline.tpp-uk.com/2/OnlineConsultation?OrgId=P82007 We also have other forms for admin or blood test requests, that will save patients having to ring the surgery. Following a complaints investigation, findings are discussed with the team to determine any learning points and implement any changes. On this occasion i have fed this back to our Triage team to look into getting the online booking form for appointment requests added to our systmonline website. I am sorry for the distress that this situation has caused you. We are appreciative of you bringing this to our attention and providing us with an opportunity to learn and make any necessary changes going forward. Please do not hesitate to contact me at the surgery if you feel that you need to discuss this further.
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Review titled Ridiculous Appointment System
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2024
Trying to get an appointment for our 3 week old daughter only to be told we cannot book an appointment over the phone and have to do it online, that would be fine if it worked or if we knew how to use it!! I notice that the replies to other complaints have stated that a receptionist would help complete the form or would offer advice, no such service was offered to us! We were just told sorry we can't help go book online! Absolutely ridiculous when you have a sick newborn who is now being seen in urgent care when she could have been seen by a GP had we been able to book an appointment! The medical centre should be ashamed of the new system, it is disgusting that we cannot speak to a human being or book an appointment when we cannot do it with their not fit for purpose online rubbish!
Visited June 2024
Review titled Kearsley Medical Centre
Replied on 17 June 2024
Dear Anon, thank you for your feedback. We are sorry you and your child had a poor experience from the surgery. Total Triage is a new approach recommended by NHS England, to improve accessibility to Primary Care services. The main objectives are to enhance the quality of care our patients receive, to ensure that they are given the most appropriate appointment or advice to meet their needs and that this is done in a timely way. All patients will complete a short form, either via our website, or by the reception team who will complete this form on the patients behalf. This is to ensure that our patients who are unable to access the internet or do not have a smart phone have the same accessibility. We are sorry that on this occasion this did not happen. The form is triaged by the triage GP who will decide which member of our healthcare team is best placed to help, the most suitable time frame for the appointment and whether it is best suited to be via telephone or in person at the practice. The new system also aims to reduce the 8am rush on the telephones, as patients can bypass our reception team and access the forms themselves via our website and at their leisure. Already, the practice has seen an increase in capacity with more appointments available to patients within a shorter time frame. We have to put capacity limits into the system so that both patients and staff are safe. We hope to support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time. We will, of course, provide additional support to those patients who are unable to use online resources. We continue to advise that if you cannot use the internet for any reason, please call us – we will enter your details into our website for you. This may take longer than our previous system, so please be patient. We apologise again that on this occasion this support was not offered to you. Our reception team have been spoken to and advised they must complete forms on behalf of patients who are not able to, we will take your feedback on board to aid our future training.
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Review titled Disappointed
Rated 2 stars out of 5
by Suzanne schofield - Posted on 04 July 2023
My daughter has been on medication since birth. We have never had a problem with getting prescriptions until the last couple of years. They tell you it will be at the chemist but they have no knowledge of it. I have been in both the chemist and the health centre when many other people are having the same problems. Was told to get a review by the GP but someone else called me who could not make a decision so they would have to speak to the GP. Why not just get the GP to call me directly. Then after the member of staffing spoke to the GP they called me back and said I needed to have a GP review directly. The GP wants to send my daughter to a specialist but doesn't know which sort of specialist. To see a specialist will involve a long wait and I know we will be fobbed off by them. Please do not waste my time and have my daughter stressed out for no solution. Very disappointed and fed up.
Visited July 2023
Kearsley Medical Centre has not yet replied.
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Review titled Great nurse
Rated 5 stars out of 5
by Sheila Wilson - Posted on 17 March 2023
I very rarely go to the doctors unless absolutely necessary as I really don't like going but the nurse I saw was brilliant. I managed to get an appointment for the Same day and had an ecg the following day. The nurse completely put me at ease and had all the time in the world to make sure I was happy. Wouldn't hesitate to recommend . Thankyou
Visited March 2023
Review titled Kearsley Medical Centre
Replied on 10 May 2023
Thank you Sheila! we use all feedback to help improve our services. This positive feedback will be shared with the nursing team
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Review titled A Medical Practice under pressure
Rated 3 stars out of 5
by Anonymous - Posted on 09 December 2022
Coping with the ever present waiting time be connected to the surgery by phone and frequently cut off after waiting and needing to redial again I tried the automatic booking system rather than wait for a receptionist. After the preamble of ‘ advice” I was asked simply to enter my D.o.b. which I did choosing 6 digits ( ie day 2 digits, month 2 digits and year 2 digits ) It did not recognise my details although a member of this practice for 50 years ! I tried again using 8 digits (using 4 digits for the year ) .Again it did not recognise my details. This with a recently acquired new telephone On ringing again to reach an assistant I was told she did not know what format the date of birth should be entered and I asked her to find out while I waited. The eventual answer was “ it should be 6 digits”. I was a little surprised she did not know her own system I eventually got an appt the long way around so I am not surprised the practice is always busy with long waiting times for which they apologise as standard in the preamble! Their system lets this practice down in my opinion.
Visited December 2022
Review titled Kearsley Medical Centre
Replied on 21 December 2022
Dear Patient, Many thanks for your feedback. First, I wish to apologise for distress this situation has caused you. As i understand it you are unhappy with our telephone system and our patint partner appointment booking system. The practice has undertaken a full investigation into the complaints you have made. This involved me listening to our answer message and speaking with the reception team. I can confirm the automated boking system requires you to input your date of birth in 6 digit style. I am unsure why on this occasion it has not worked for you. The answer machine message offers a variety of messages and advice to patients with differing issues. These are numbered. This is to reduce the call wait time for patients as they can choose the best option that suits their request. We also offer online services which enables you to book appointments online without telephoning the surgery. If this is something you would be interested in please complete a form from reception for access. We hope this helps, if you have any further issues please do not hesitate to contact Practice Manager Stacey Walsh, at the surgery, who will address your concerns.