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 Difficult
Rated 2 stars out of 5
by Anonymous - Posted on 28 February 2024
Getting an appointment is very frustrating and why change something that for the patient wasn't broken?
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 12 March 2024
Dear patient, I am sorry to read of your frustrations. 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 hope this explanation is helpful, thanks for taking the time to leave your review, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Rubbish practice
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
All the training yet attitude and actually getting to see a doctor is getting worse. The whole system doesn’t work. I don’t come to the doctors to get attitude from a receptionist to then eventually get a doctors appointment to then be fobbed off all the time. No one seems to be able to do their job or actually want to do their job. Would be nice to get a doctor or nurse who actually would like to see a patient instead of just messaging and trying to diagnose through pictures. All these buy outs from other practices and nothing improves. Not sure what needs to happen before the service improves
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 21 February 2024
Dear patient, thank you for posting a review of our service. I am very sorry to read of your clear unhappiness with us. I would really like to understand your recent experience and look into what has gone wrong for you, so that I can do this for you, I would urge you kindly to send in a complaint form, which is really easy to do via our practice website www.nvhmedicalpractice.co.uk under the haver you say and complaints form if you give me the details and your name etc then I can investigate and respond directly to you. Thank you, Nene Valley Hodgson Medical Practce.
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Review titled General Review
Rated 3 stars out of 5
by DER - Posted on 24 February 2024
Very long wait on the phone just to speak to receptionist. Very difficult to see a doctor. In my experience, I believed severe stomach pain I was experiencing might have been appendicitis. I tried to make an appointment only to be advised to call 111 by reception. I did this and was eventually seen by a doctor. Whilst I didn't actually have appendicitis, it was a very stressful time for me. Why is it so difficult to actually see a doctor?
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 26 February 2024
Dear patient, thank you for leaving us a review. I am sorry to ready that you have been troubled by ill health recently, but glad it was not an appendicitis. 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. How are patients encouraged to contact the practice? You can access the Accurx Patient Triage service from the home screen of our website, Nene Valley Hodgson Medical Practice – Medical Doctors in Werrington Peterborough (nvhmedicalpractice.co.uk) there is a banner just under our name, which states “Contact us online; if you need help with a non-urgent medical or admin request? You can now contact us online. I also want to reassure you that if patients cannot use the internet, or do not have the ability to connect to the internet, then our staff will complete the online website form for them over the telephone. The key to the success of this new system is that all the patient requests for medical assistance go into the same ‘inbox’ in the practice, then the clinical team, on a rota basis work as a ‘clinical sorter’ each day working through and triaging all the requests to the most appropriate outcome for each patient/request. This is the key to the success of the system as it is the most senior and experience clinically trained staff that are reading and reviewing and then ‘signposting’ the requests to the best resource in the system which actually frees up time for our clinical team to deal with the sickest of our patients, while all the other requests for help get dealt with by the right person in the multidisciplinary team. I do hope our new system will prove helpful for you in the future. Many thanks, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Excellent service and support
Rated 5 stars out of 5
by Colin Flatters - Posted on 13 February 2024
The access to quality medical services and support has been superb, in this instance getting dressing changed and stitches removed after minor surgery was done efficiently and professionally by the practice nurses. My previous experience of the practice from 2021-2023 was no less than exemplary in the care received by my late wife most notably by the advanced nurse practitioners. Cannot thank you enough
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 21 February 2024
Dear Mr Flatters, thank you for posting us a review, it is really good for us to hear of your positive experience both recently and in the past for your late wife. I will pass on your kind words to our hard working team. Many thanks, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Over complicated system
Rated 1 star out of 5
by Lee Cousins - Posted on 23 March 2024
A phone call appointment that can happen at any point of the day is absolutely unacceptable. I work all day and can't be expected to sit by the phone all day. Then to be told after finally getting through on the landline that I can't rebook over the phone. Your system is not fit for purpose and should be scrapped.
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 29 April 2024
Dear Lee thank you for leaving us a review. If you tell us in your online request a time of the day that is better for you to take a call from us then we will do our best to call when you ask us too. Many patients are telling us the new online system is working for them. I will share your feedback with the team. Nene Valley Hodgson Medical Practice Management Team.
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Review titled Continuing improvements
Rated 4 stars out of 5
by Jennifer - Posted on 24 February 2024
I have used the new AcurX system successfully. I needed medical advice and filled in the online form. I had a response the same day and an appointment a couple of days later. The only issue is that the ability to send in a medical query is often cut off by the afternoon because the surgery has reached its capacity. This is very frustrating but presume it’s because there are not enough clinicians.
Visited January 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 26 February 2024
Good morning Jennifer, thank you for leaving us a review of our new total triage system. I am glad to hear you have found it responsive. It is true that each day we do reach our daily capacity, although this differs daily as its driven by patient demand. The new system is constantly under review to ensure we are providing the best possible service for our patients. Thank you, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Good & efficient service
Rated 5 stars out of 5
by Andy Perich - Posted on 29 January 2024
I was promised that the Doctor/practitioner would contact me by phone on a specific date, which they duly did. Because of concerns i was invited in for an examination (approximately one and a half hours later) The examination promptly took place within minutes of the appointed time. Because of concerns and the results of the examination a request was immediately sent for further tests at the hospital. At all time i was treated with respect (and a little humour!!!) Things were explained to me, and my questions answered. The practice did their very best. I am now in the hands of the hospital and i hope they are as efficient!
Visited January 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 30 January 2024
Good morning Andy, thank you for taking the time to post us a positive review. The experience you describe is down to our new total triage internal system, where we ask that all contacts start off with the patient, carer or member of our staff, completes the simple online form from the website, www.nvhmedicalpractice.co.uk called CONTACT US - then each and every medical request is reviewed by a senior member of the clinical team, and just as you describe as clinically appropriate the patient gets the optimal treatment for their issue. I am really glad to read of your prompt service on the day you contacted us and I assure you i will pass your comments back to our team, its so important for them to hear some positive feedback as they all work so incredible hard. Many thanks, Nene Valley Hodgson Medical Practice Management Team.
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Review titled test strips for INR blood monitor
Rated 4 stars out of 5
by David Longman - Posted on 04 March 2024
After requesting to get test strips on prescription for the monitor I had purchased, I was rather annoyed to find that the surgery pharmacy team informed me that the item is blacklisted & I would have to purchase them myself. I also feel that as I my veins are hard to find & I do not bleed easily as once again I had a failed blood test ( 1/3/2024 )it is easier all round by having a thumb jab test this is a lot less stressful on everyone involved. By undertaking this route I do not need to have INR blood tests undertaken at the GP surgery anymore resulting in freeing up appointments ( for other patients ) that I would not need to have. Furthermore I have found out that my brother in law who also needs regular INR checks at his GP surgery get his test strips prescribed for him, as he has purchased the same monitor as myself. I appreciate that he is under a different health authority, but it does seem odd that it’s OK for his GP surgery to prescribe them but my GP surgery cannot. Please can you possibly look into this situation for me as I have been advised by the anti coagulation department at Hinchingbrooke Hospital to continue requesting that the strips are prescribed for me by the GP surgery.
Visited January 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 13 March 2024
Good afternoon David, thanks for posting a review, better route may have been direct to the practice and we could have picked it up earlier and investigated earlier for you. I am in the process of finding out what has gone on here and what the background to this decision is if it is ok with you I will respond to you directly as the answer is personal to your circumstances. Thanks again, Helena Papworth, Nene Valley Hodgson Medical Practice.
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Review titled Great response
Rated 4 stars out of 5
by Pauline - Posted on 31 January 2024
I love the new system. I am one of those people who always think there are worse people than me and it will get better on its own . So it’s great to give the information and know the doctor will get back to me when it’s my turn . The service was prom and delt with quickly and I feel I can give accurate information without forgetting to say something which I normally do when getting to the surgery.
Visited January 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 02 February 2024
Good morning Pauline, thank you so much for taking the time to post us a review. It is really great to get some positive feedback on our new system, we have been working on this system since June 2023, launched it in October 2023 and we continue to monitor it and make improvements where we can. Really pleased to hear it has worked so well for you. I will ensure your positive words are shared with our hard working team. Thank you, Helena Papworth, Business Manager, Nene Valley Hodgson Medical Practice.
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Review titled Improving but not great
Rated 3 stars out of 5
by Anonymous - Posted on 21 February 2024
It has been very difficult in the past to get through and get an appt, it feels there is little consideration that people work and might need to book time off in advance for appts, may not be able to keep their phones with them to take callbacks at anytime during the day. It has improved now that you can use the online referral form, which works for me but having this as the only way to book an appointment is really excluding for people who are not tech savvy. I have help my mum and dad to book appts because they struggle online. I did get a quick response this time with text messages and was prescribed antibiotics, but it seems really difficult to actually see a doctor, and I feel that me just describing my symptoms on a form risks something being missed that I wouldn't know I should be reporting. The doctors when you speak to them are helpful but it feels like a lack of continuity and no follow up on previous issues or existing conditions, just treat the current issue and it feels like they've not read your record. Had I been reviewing it last year, it would have been scathing as the phone system was awful. It is way better now, however it feels like changes are introduced for the convenience of the surgery and there is no consideration given to the impact on the service users, or any user voice involved or consultation in decision making.
Visited January 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 21 February 2024
Dear patient thank you for taking the time to post us a review. I am glad to hear that the new system has helped you gain access easier, as you say, our previous system where you had to call us to gain access was much more difficult than it is now and we know from the statistics that we gather that we are managing to deal with more patient enquiries each day with the new system in place. 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. This system has reduced the number of patients that need to call us up to access our services. So, the new system is actually opening up another way to really effectively contact the practice and get a response quickly and easily, the current turnaround time for us to review the request is no longer than the next working day. The follow up care from the patient request is either on the day, or next day depending on the clinical need/nature of the request, but we do book up to two weeks in advance for queries that are not clinically urgent. I also want to reassure you that if patients cannot use the internet, or do not have the ability to connect to the internet, then our staff will complete the online website form for them over the telephone. The key to the success of this new system is that all the patient requests for medical assistance go into the same ‘inbox’ in the practice, then the clinical team, on a rota basis work as a ‘clinical sorter’ each day working through and triaging all the requests to the most appropriate outcome for each patient/request. This is the key to the success of the system as it is the most senior and experience clinically trained staff that are reading and reviewing and then ‘signposting’ the requests to the best resource in the system which actually frees up time for our clinical team to deal with the sickest of our patients, while all the other requests for help get dealt with by the right person in the multidisciplinary team. I hope this response is helpful and informative. Nene Valley Hodgson Medical Practice Management Team.