Larwood Surgery
56 Larwood Avenue, Worksop, S81 0HHContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Larwood Surgery.
Reviews
-
Review titled Fast response
Rated 5 stars out of 5
by Anonymous - Posted on 07 November 2024
I needed an appointment ASAP as I was due to fly abroad. The system was very easy to use, easy to book an appointment. Fab system
Visited October 2024
Review titled Larwood Surgery
Replied on 15 November 2024
Dear Patient, Thank you for your fantastic feedback! We’re delighted to hear that you found the system easy to use and that you were able to book an appointment quickly, especially with your upcoming travel plans. It’s great to know the system helped you access the care you needed without any hassle. Thank you Emma Guest- Practice Manager
-
Review titled Excellent new smart appointment booking system
Rated 5 stars out of 5
by Sarah Waterfield - Posted on 07 November 2024
Great experience using the smart appointment booking system. It took me around two minutes to enter my symptoms and be provided with the next available telephone appointment. To my surprise there was one for lunch time the same day. Even more to my surprise, the doctor called me earlier than expected, 45 minutes after booking. The doctor was thorough and helpful and did me a rx which was sent straight to my nominated pharmacy. So, within around 2 hours ish, I’d got an appointment and been spoke to and even collected the treatment. The surgery have had bad reputation in recent times but I have to say I couldn’t be more satisfied this time around. Brilliant! Onwards and upwards for the team here.
Visited October 2024
Review titled Larwood Surgery
Replied on 20 November 2024
Dear Patient, We’re delighted to hear about your positive experience with our new booking system. It is wonderful to know that the process was quick, seamless, and exceeded your expectations—from booking your appointment to receiving your treatment at the pharmacy. Hearing that the system is helping patients access care efficiently is exactly what we aim for, and your satisfaction means a lot to our entire team. Your encouragement motivates us to keep striving for excellence! Thank you Emma- Practice Manager
-
Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 03 December 2024
Extremely difficult to get appointment the new system closes down when at capacity till 5am following day
Visited October 2024
Review titled Larwood Surgery
Replied on 19 December 2024
Thank you for taking the time to share your feedback with us. I am very sorry to hear that you have been disappointed with the service, and I sincerely apologise for any frustration or inconvenience you have experienced. To improve patient access and streamline our appointment process, we have recently implemented a new system called SMART Rapid. This system is designed to ensure that appointments are allocated as efficiently as possible, based on demand. SMART Rapid operates by opening appointment slots at 5:00 a.m. until 12 noon each day. Due to high demand, the system may close once it reaches capacity for the day. We understand how difficult this can be for patients seeking an appointment, and we are continuously monitoring and adjusting the system to better meet the needs of everyone we serve. Please be assured that we are committed to providing you with the best possible care and access to our services. Your feedback is invaluable in helping us identify areas for improvement, and we will take your concerns into account as we refine our processes. If you have any urgent medical concerns or require further assistance, please do not hesitate to contact us directly.
-
Review titled Appointment issue
Rated 1 star out of 5
by Abbey - Posted on 07 November 2024
So I had an appointment booked in as I'm in agony with alot of stuff and need answers. The day I was supposed to have it. I got moved to a phone call and then canceled all together now I have to wait until December time while I'm in great pain
Visited October 2024
Review titled Larwood Surgery
Replied on 20 November 2024
Dear Abbey, We are deeply sorry to hear about the challenges you faced with your appointment and the distress it has caused. Your health and well-being are our highest priorities, and we sincerely apologise for the inconvenience and frustration resulting from the rescheduling and cancellation. Please know that we are actively working to improve our systems and processes to ensure patients can access the care they need promptly. If you’d like, we encourage you to share more details about your experience by reaching out to us directly at nnicb-bassetlaw.lhpfeedback@nhs.net. Additionally, if your pain has worsened or your symptoms have changed, we strongly recommend submitting a new request. This will help the system recognise the change in severity and prioritise accordingly. Thank you for bringing this to our attention. We’re committed to learning from your experience and supporting you better in the future. Kind regards, Emma Guest- Practice Manager
-
Review titled No good for mental health services
by Anonymous - Posted on 23 September 2024
My partner has called up twice now due to his mental health. He has explained how he can’t keep his head above water, how he can’t sleep or eat, and other things I don’t want to say here. His only response was “there’s a 6 week wait” and so he waited, and when he called again they said “try again in the morning” - he has even said he doesn’t even want to see a GP, He only needs a call back but they can’t (won’t) even do that!
Visited September 2024
Review titled Larwood Surgery
Replied on 23 September 2024
Dear Anonymous, Thank you for sharing your experience, and I’m truly sorry to hear about the difficulties your partner has faced in seeking support. Could you please ask him to send an email to nnicb-bassetlaw.larwoodsurgery@nhs.net with further details so we can investigate this further? In the meantime, if your partner is feeling overwhelmed and cannot wait for his appointment, there are a few alternative routes that may offer more immediate help: 1. Encourage him to contact a mental health crisis line. The new NHS 111 Mental Health service is available, or alternatively, The Samaritans offer confidential support at 116 123. 2. For urgent needs, please reach out to the local crisis team, which provides same-day support. The number for our local service is 08081 963 77. 3. If you feel that your partner is at immediate risk, please don’t hesitate to visit A&E or call 999 for emergency assistance. 4. Ask him to contact Nottinghamshire Talking Therapies services, this is a self referral service. The web site is Nottinghamshire Talking Therapies (notts-talk.co.uk)
-
Review titled Good service
Rated 5 stars out of 5
by Anonymous - Posted on 26 September 2024
I was told I needed to speak to a doctor about my MRI result just over a week ago, they didn’t have any appointments left so said someone would be in touch. I’ve been sent a link today to book and see someone and I could pick who I saw which was great.
Visited September 2024
Review titled Larwood Surgery
Replied on 27 September 2024
Dear Anonymous, Thank you for taking the time to share your feedback. We’re glad to hear that you found the process of booking your appointment straightforward and that you were able to choose who to see. Providing a good service is our priority, and it's wonderful to know that we met your expectations. Kind regards, Team Leader
-
Review titled Unacceptable!
Rated 1 star out of 5
by Mr TG Cullen - Posted on 06 September 2024
My wife has various health issues. This morning, rather than wait in the phone queue (you are no 20 please hold) she went to surgery 8am to seek an appointment to see GP. Receptionist took details and said face to face appointment 2.15 today. We returned home. shortly after that wife received text message saying appointment cancelled re-scheduled for 19th September !. My wife was upset and we returned immediately to surgery. By this time my wife was very distressed and after intervention by one of the receptionists was seen by a Health Practitioner (not a doctor) who carried out some basic tests and offered advice. I asked at reception if I could have an appointment to see practice manager and was told she doesn`t do appointments and anyway she`s `too busy`....what arrogance!....maybe she was working from home We have been with Larwood for 32 years and certainly since covid service has gone down the pan. I also notice from Larwood website almost all the doctors are part time - some only working one day a week. Whilst accompanying my wife along the corridor to see the health practitioner I noticed hardly any of the doors said `doctor` almost all said `health practitioner` or `nurse practitioner`. In the past year good doctors like * and * have left.....what is happening at Larwood....you have a plaque up saying CQC rating `excellent`.....that must have been an old assessment because you current service is anything but.
Visited September 2024
Review titled Larwood Surgery
Replied on 10 September 2024
Dear Mr Cullen Thank you for taking the time to share your feedback with us. We sincerely apologise for the frustration you’ve experienced in trying to secure a GP appointment. Like many practices, we are currently facing significant challenges due to a national shortage of GPs. Despite these pressures, please be assured that our team includes both GPs and highly qualified Advanced Clinicians who are dedicated to providing excellent care to all our patients. Regarding your experience when asking to speak to the Practice Manager, we are truly sorry that you were told she was too busy. While our Practice Manager does manage a busy schedule, the usual process is to initially speak with an Office Supervisor, who are well-trained to address concerns such as yours. We regret that this was not properly communicated to you at the time. If your wife would like to contact us to review your feedback on an individual basis, please email us at nnicb-bassetlaw.lhpfeedback@nhs.net . Please ask her to inform us, of her full name, date of birth, and address. A member of our feedback team will carefully review the details and respond to your questions as soon as possible.
-
Review titled Empty promises
Rated 1 star out of 5
by Janine - Posted on 02 September 2024
Well where do I start. Twice visited and 1 phone call conversation with severe leg pain and pins and needles emulating into my back given exercises to do at home and nothing else 🟰 Resulting in a trip to A&E (4th Aug) as I could hardly walk or bend at this point let alone do any of the exercise. Yippee I saw a doctor who examined me and diagnosed sciatica and explained you cannot do exercised without the right pain, management, prescribed pain relief and sent a letter to Larwood to follow this up ……….. Oh dear. Tried to get in touch with Larwood for a week after my A&E visit at 8am using the online access tool which seems to be always down. When I eventually got through I was given a rediculous date of three week hence or told to come back in person at 8am and line up outside, which I did. I go an appointment for Tuesday and now they’ve cancelled that until Friday due to unforeseen circumstances. This is rediculous it is nearly 4 weeks since my visit to A&E and my pain management isn’t sorted. I suffer with rheumatoid arthritis so pain is an issue anyway but Larwood you seem to not give a jot about your patients or maybe it’s just this one!
Visited August 2024
Review titled Larwood Surgery
Replied on 04 September 2024
We are sincerely sorry to receive your comments as the service you describe is clearly not the standard we would like to deliver. It is widely known that systems within the NHS are under immense pressure and in primary care this is no different. Unfortunately, we do on occasion have to turn our Medical Online Access Tool (OAT) off when we have reached capacity for appointments. When this occurs, we ask our patients to contact us by phone if they feel the need to be seen urgently. Every patient who requests an urgent appointment is triaged by a clinician. From there they will either be given an urgent appointment, advised to attend A&E, advised that is not urgent for the day and to book a routine appointment or signposted to an alternative service. If you would like us to look at your feedback on an individual basis, please send an email to nnicb-bassetlaw.lhpfeedback@nhs.net and include your full name , date of birth and address. Kind Regards Team Leader
-
Review titled Appalling
Rated 1 star out of 5
by sam - Posted on 06 August 2024
Having to fight at 8am for an appointment is disgraceful What about the people who work, i cant remember the last time i had an appointment but what a shocking disgrace this has all come too, cannot book online as it closes at a certain time, cannot call at 8am as i work, no wonder the hospitals are full, nobody ever in a waiting room at the surgery
Visited August 2024
Review titled Larwood Surgery
Replied on 07 August 2024
Dear Sam, We are sincerely sorry to receive your feedback as the service you describe is clearly not the standard we aim to deliver. As you are probably aware the NHS System is under immense pressure at the current time. Primary care is the front door to many of those NHS services so, for us in general practice, these pressures are even greater. Due to complaints of this nature, we have recently commenced a process of asking our reception team to record the number of patients they are unable to offer an appointment to. This will allow us to do further mapping of our capacity to attempt to improve our services. Our appointments open at 8am for telephone and online bookings. They can also be booked via visiting reception. Due to the current demand facing the surgery for appointments, we would advise contacting the surgery as early as possible. We appreciate many of our patients work and so we allow friends and family to book the appointments on behalf of our patients. We aim to keep our online access tool turned on as long as possible and only turn this off if we reach capacity for the day or if we have limited appointments due to clinician illness. We also book appointment in advance and are open late nights and weekends to accommodate those unable to attend during our normal hours. As our surgery do many triages via telephone and home visits the footfall into surgery can be low at times, and so you may see less patients waiting in the surgery. However, we have recently introduced patient choice which offers more face to face appointments and so we expect to see an increase of footfall. If you wish to discuss this further, please could we ask that you contact the Surgery Team Leaders via 01909 500233 or nnicb-bassetlaw.lhpfeedback@nhs.net.
-
Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 21 June 2024
Having been ill since January. No help from nurses or reception. Finally saw a doctor in Apr told me to come back if no better. Can't get an appointment. I've even been down to reception no you have to ring in the morning. Surely why don't you go back to working before covid as it worked.
Visited June 2024
Larwood Surgery has not yet replied.