Nene Valley and Hodgson Medical Practice
Nene Valley & Hodgson Med, Clayton, Orton Goldhay, Peterborough, PE2 5GPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Good experience overall
Rated 4 stars out of 5
by Chris Kirk - Posted on 12 February 2025
Couldn't book an appointment online. But the receptionist was able to help me which was really appreciated. I miss when you could pre-book appointments. Doctor triaged over the phone and arranged an appointment for the afternoon which I was very impressed with. He was polite, friendly and professional. Referred me to an appropriate service. Overall, very satisfied with the service.
Visited February 2025
Nene Valley and Hodgson Medical Practice has not yet replied.
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Review titled Excellent
Rated 5 stars out of 5
by R. w Wilson - Posted on 12 February 2025
Felt the GP was listening to my issues and responded positively with a solution Very professional during the whole appointment.
Visited February 2025
Nene Valley and Hodgson Medical Practice has not yet replied.
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Review titled Unpredictable
Rated 3 stars out of 5
by Robert Pool - Posted on 10 January 2025
It is major problem for me and others to obtain an appointment. The system you employ is not up to the job. The receptionists do well to cope with it and are helpful but clearly there are insufficient Triage appointments available. I was fortunate yesterday and had a face to face with a doctor who was able to set up a Dermatology appointment for this coming Tuesday. All credit to the Doctor
Visited January 2025
Review titled Nene Valley and Hodgson Medical Practice
Replied on 15 January 2025
Dear Mr Pool Thank you for your review. We use all patient feedback and discuss it as a team to help shape future services where we can. It is true that at times the demand for our services does outstrip the capacity we have to deliver care. We do at times have to limit routine access. I am glad to read you had a face to face and were referred on for specialist help. Thank you for taking the time to advise us of your difficulties. Nene Valley Hodgson Medical Practice Management Team.
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Review titled Dreadful admin service and poor managment
by Jorge Santos - Posted on 04 December 2024
To begin with, I would like to express my prefund dissatisfaction with the service provided by this practice. Several times I have had serious medical issue and could not get a medical appointment on the day. Website generally only allows for appointments to be book for the first 30 minutes to 1 hours of the day. I find this totally unfit for purpose, especially considering that we are no longer on a COVID crisis and a lot of practices in this town provide a large number of walk in appointments on the same day. This has always been an issue with this surgery even before COIVD. The other main reason to complaint is the admin service. There is occasionally a person or 2 that understand their role and are available to help patients and go the extra mile. However Most of the times have requested admin assistance i get turn down by admin staff. Today I have written to them because this practice previously referred me to Rural Pipewort to the sleeping clinic, however they too seem to have a deficient service as they were supposed to get back to me a few months ago and never did. I contacted my practice to request their assistance on this as they were the ones initially handling the referral and their admin me requested that I booked a medical appointment for that !!!! This is a pure admin procedure, so why would I take a doctor's time and take away a patients consultation to request for an email or letter to be sent. I went back to them them but they seem to be blind by they own burocracy and general mismanagement. I am disabled and a chronical patient and like any patient when I have medical issues they need to be addressed not dismissed. For example I had an issue last year with an insulin repeat prescription that expired, so I contacted the surgery as I urgently needed it. The person on the phone told me that I had to book a medical appt but they had no slots then. She was extremely unhelpful and this dismissive as I suffer from depression, so you can imagine how badly aggravated I felt. Only after 25 minutes she decided to get someone for the pharm team to contact me and sort it. All this could have been avoided if she understood her job and what was at stake. For these and a lot of reasons I find this surgery unfit for purpose and lacks processes and management procedures that direct their staff to reach out and help those who need it. I love my GP who has provided me a great service so far, but sometimes that's not enough especially if I need her services and th eadmin staff are short sighted to see it.
Visited December 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 11 December 2024
Dear Jorge thank you for taking the time to tell us of your experiences. I am sorry that you have encountered issues with submitting an online request to the practice and I do hope this explanation is helpful in understanding why this happened for you. Our online clinical request system is open every weekday morning from 8.30am until the number of clinical requests we can safely manage on any particular day is reached, then the clinical request system automatically suspends itself until the next working day. We have to operate a safe service for our patients, so we are not in a position to simply allow the online clinical requests to keep coming in to the practice indefinitely if we do not have the clinical resources to triage each individual request. The daily limit to the number of clinical requests we can deal with is a dynamic number, set each day which is completely dependent upon the number of clinical staff we have working and the number of appointments’ they have available to book on any given day. We utilise a mixture of some book into the future appointments (such as the one you have been given) and some which are booked the same day, these are for the more urgent clinical requests that need dealing with more acutely. Of course, we never know how many clinical requests are going to come our way on any given day but it is true that some days the ‘cap’ on the clinical requests is reached earlier than on other days, this completely depends on the number of patients who make a request that day versus, the amount of clinical capacity (appointment slots) we have to offer. I have reviewed your records and I am happy to see you are being looked after by our team. We will use your feedback about our processes to review our current service. Thank you - Nene Valley Hodgson Medical Practice Management Team
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Review titled Training in the use of Anima and the Nhs App
Rated 5 stars out of 5
by Penelope Escombe - Posted on 08 November 2024
This was an excellent idea to help non-tech people like me to have confidence in the system, though I have not tested it yet. If it does have teething problems I am confident that the new Practice Manager will sort them out. I was also assured that if I have problems using this new system I can ring the surgery and get help. I think it is excellent that all those over 75 are in a cohort that can get help over the phone or face to face. I have heard of other surgeries where these is little or no help with the digital system and it is nearly impossible to make contact by phone etc. So thank for this so far!
Visited November 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 11 December 2024
Thank you for your excellent review glad to see you are so happy Penelope. Nene Valley Hodgson Medical Practice Management Team.
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Review titled Poor service
Rated 1 star out of 5
by Ralph Addison - Posted on 31 October 2024
Whist it is relatively easy to arrange simple test etc, I found it impossible to see a Doctor! Referred by text to Pharmacy by a Doctor twice, then referred back by Pharmacy to see a Doctor then join the queue next day again!! I suppose when you are ill now you ring 111 as the practice does not want to know!!! Others at othe practices do not have this issue so i will try and move
Visited October 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 01 November 2024
Good afternoon Mr Addison I am very sorry to hear of your recent experience. I am glad that you have taken the time to offer us some feedback as we do use all patient feedback to help shape our services, where we can. I fully appreciate that the current system has not been as helpful as we would like, we did reduce our on the day capacity for a short period very recently, to help us to reduce the number of appointments we were pushing forward as this was getting out of hand and we had feedback that waiting for a booked appointment for up to 4 - 5 weeks in some cases was not helpful for patients. We have as a result of a slightly reduced daily cap now managed to get that forward booking reduced to two weeks maximum and we are discussing access regularly in the practice and reviewing our capacity and demand month on month. I am saddened to hear that you are considering moving. We appreciate your feedback. Nene Valley Hodgson Medical Practice Management Team.
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Review titled Terrible online service
Rated 2 stars out of 5
by Anonymous - Posted on 28 October 2024
I have always been full of priase for this practice but recent events leave me in despair of recent changes to contacting the surgery. Since the practice introduced online messaging for non urgent medical issues I have always used it and never phoned. Recently they stopped taking most calls and patients now have to message online. This is where the problem now is as it seems the surgery cannot cope with the number of online enquiries. I have ongoing medical conditions, I need some assistance but I dont consider an emergency. On Friday last week I decided to send a message online. Only to see that the surgery had disabled messaging stating they had reached capacity. On Monday I could not leave a message at 8.30am which I understand is the time they start taking messages as I had a prior appointment. I was back home by 11am and tried to send my non urgent message to the surgery, but yet again service disabled as capacity reached. This is astonishing, my condition does not need me to contact 111 but I do need some help. I then looked at other surgeries within my catchment area and found a practice that keeps their messaging service for non urgent clinical enquiries open all day working days. As a result and reluctantly I have applied to register with the new practice.
Visited October 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 11 December 2024
Dear patient I am sorry that you have encountered issues with submitting an online request to the practice and I do hope this explanation is helpful in understanding why this happened for you. Our online clinical request system is open every weekday morning from 8.30am until the number of clinical requests we can safely manage on any particular day is reached, then the clinical request system automatically suspends itself until the next working day. We have to operate a safe service for our patients, so we are not in a position to simply allow the online clinical requests to keep coming in to the practice indefinitely if we do not have the clinical resources to triage each individual request. The daily limit to the number of clinical requests we can deal with is a dynamic number, set each day which is completely dependent upon the number of clinical staff we have working and the number of appointments’ they have available to book on any given day. We utilise a mixture of some book into the future appointments (such as the one you have been given) and some which are booked the same day, these are for the more urgent clinical requests that need dealing with more acutely. Of course, we never know how many clinical requests are going to come our way on any given day but it is true that some days the ‘cap’ on the clinical requests is reached earlier than on other days, this completely depends on the number of patients who make a request that day versus, the amount of clinical capacity (appointment slots) we have to offer. We have changed our appointment system as a direct response to NHS Englands new contract changes on GP Surgeries. I am saddened to see you are seeking to move surgeries and wish you well in the future. Nene Valley Hodgson medical Practice Management Team.
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Review titled Great service
Rated 5 stars out of 5
by Josh - Posted on 09 September 2024
I asked for a telephone call back today and I received a prompt call back from the doctor.He was brilliant, he listed carefully to my concern and ensured a plan was in place to try and put things right. Great service.
Visited September 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 10 September 2024
Good morning Josh, thank you for taking the time to post us a review. I am glad to hear of your positive experience from our new online service, it is always so good to get positive reviews from our patients, our staff work incredibly hard, I will be sure to share your kind words with the team at our weekly meeting. Many thanks, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Very helpful
Rated 5 stars out of 5
by Stefka - Posted on 28 August 2024
My GP was extremely attentive - took very good care of me during my appointment, and asked me to come in person on the same day so she could have a look at my issue physically. This is the most successful GP experience I've had in years.
Visited August 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 09 September 2024
Good morning Stefka, thank you for leaving us a review, I am really pleased to hear of your very positive experience, our team here work incredibly hard for our patients. I will ensure I share this review with the team as it is bound to lift their spirits. Thank you, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Very poor
Rated 1 star out of 5
by John - Posted on 23 August 2024
In the recent past it was hard phoning to get through and make appointment. Then they introduced booking online for a call back where you could type in a box your request then wait. I find it totally unnacceptable that doing this at 8.33 am the message is " fully booked" So now we cant speak to anyone and this has gone to not being able to type a message to anyone.
Visited August 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 09 September 2024
Dear John thank you for taking the time to post a review. The reason the practice has made changes to its appointment system is as a direct result of contractual changes imposed on us by NHS England, some of the changes they have made involve the way we must offer patients an assessment at the time of every appointment request, we have been able to achieve this via the ‘Accurx total triage’ model, where all requests come in the same route to the practice and then each and every patient request is then reviewed and triaged by a senior member of our clinical need, then the most appropriate outcome for each and every request can then be offered, and booked in. It is therefore true that at times we do reach our safe capacity but this differs from day to day, depending on the demand we face and the capacity we have. I do hope this explanation is helpful. Nene Valley Hodgson Medical Practice Management Team.