Orchard Medical Practice
Stockwell Gate, Mansfield, Nottinghamshire, NG18 5GGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Phone call
Rated 3 stars out of 5
by Anonymous - Posted on 18 November 2024
I know it is difficult to get a face to face appointment but when you receive a phone call from a GP who wants to prescribe you a drug you will need to take for the rest of your life I don't think a phone call is appropriate. Surely a face to face appointment could be arranged for something as important as this.
Visited November 2024
Review titled Orchard Medical Practice
Replied on 18 November 2024
Thank you for your feedback. We are sorry if you found a phone call inappropriate at this time. We understand that each patients needs are different. We take your comments on board, usually if patients express a wish to be seen face to face when the doctor rings them, then they will offer this also. We hope this helps with future appointments. Many thanks Jayne Mallatratt Assistant Manager
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Review titled Worse practice
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2024
The doctors are nice but the system stay on the phone for few minutes on number one very struggling to make my kids flu vaccin and 5 years immunisation mmr from December and they really don't care is unacceptable, need to change this practice asap and I will never recommend. No updated on robot taking still old from 2022 and rudeness receptionists tell me 3 times sorry can't hear you when my phone signal is full and good,no moving from the place and close their broken phone in my face hard to say they have problems,anyway....free to go but my....never again.
Visited April 2024
Review titled Orchard Medical Practice
Replied on 04 April 2024
Dear Patient, Thank you for your feedback, we apologise for your poor experience when contacting the practice recently with regard to your children's vaccinations. We would like to look in to this further for you and look in to where we can help you. If you would like to give Rebecca Tate, Practice Manager a call on 01623 400100 or send an email to maccg.patient-orchard@nhs.net please.
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Review titled The nursing team
Rated 4 stars out of 5
by Sharon Young - Posted on 19 April 2024
I was diagnosed with type 2 diabetes and tried to get it under control but doing that alone was hard to the point where I had to go on medication. The service from the HCAs and Nurses have been amazing, with there constant monitoring, checking on me phone calls, med reviews I am now 2 points off being in the "non diabetic " range. All this in 12 months. I have felt like I was the most important patient; I obviously know I'm not, but it's how they made me feel. I know the service has received poor reviews but I can not complain. I use the online 'contact us' and have had wonderful service from the doctors. Yes the appointment system needs reviewing but people must remember they are not the only one. Well done orchard medical for looking after me, and I know we have worked together, selfcare is important and people need to be patient, and remember if your seeing a gp it's not actually an emergency. Thank you
Visited April 2024
Review titled Orchard Medical Practice
Replied on 21 April 2024
Dear Ms Young Thank you your feedback regarding your journey with type 2 diabetes and the support you have received from our Healthcare Assistants and Nurses. We are delighted you are making such progress with being near to the 'non diabetic' range, well done! We are also pleased you have tried our contact us form and this has been a positive experience. We will pass your feedback on to our nursing and wider team, we thank you for taking the time to write a positive review. kind regards, Rebecca Tate, Practice Manager
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Review titled Unable to access appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2024
I joined this practice when I moved to Mansfield 18 months ago, I am lucky to be relatively fit and healthy and have yet to have to see anyone for a appointment. However last year I trapped a nerve causing me numbness in my leg, I tried to obtain an appointment and they were unable to offer me one and I had to attend primary 24. I have tried today to contact the gp for an appointment, it took me ten attempts at 8am to even get in the queuing system and I have now been in the queue for 22 mins and still only caller number 17. I looked at booking an appointment on line but there is nothing available for the next four weeks, the ‘contact us’ option is also suspended online so you have no chance of getting an appointment.
Visited March 2024
Review titled Orchard Medical Practice
Replied on 12 March 2024
Dear Patient, Thank you for your feedback, we are sorry you feel disappointed by our service when you have been trying to obtain an appointment over the last couple of weeks. Unfortunately, we have been short of appointments due to clinical staff sickness and the overwhelming demand for NHS services currently. Unfortunately at really busy periods we do have to limit the amount of contact us when we have reached our safe operating capacity. We understand how frustrating this can be. We would urge you to stay on the line once you are in the queue to speak to reception who can help you. If you would like to speak to our Practice Manager or Assistant Manager, please contact the practice, on 01623 400100 and we can try to help. We sincerely apologise for your inconvenience. Rebecca Tate, Practice Manager
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Review titled Poor service
Rated 3 stars out of 5
by Ioana Pirscoveanu - Posted on 15 March 2024
Honestly, I wouldn't have given any stars, but to write this review I had to give you a star. On February 15, I submitted a written request requesting the medical history. The lady at the reception told me that she would give the application to the secretary and that it would take up to 28 days. Also in that week I took the login for the online service. At the beginning of March, I went to GP for an update because I saw on the online service that it appeared in the system. At the reception I was told that it is with the admin and that it will be processed by the admin and that someone will contact me when it is ready. After 26 days, I go to the GP again for an update and the reception tells me that the 28 days are calculated from when you receive it in the system (ie from February 26), not from when I submitted the application, this after the lady from at the reception she had to consult with a colleague who didn't know what to say either (in the end they both agreed that it is 28 days from the reception in the system). Looking on the GP's website for an email address to send an email regarding this subject (I did not find any email address) I found this information" The Practice will deal with your request as quickly as possible. The information should be available to you within 28 days of receipt of your accurately completed form and confirmation of consent" and I go to the GP again on the 28th day since I submitted the application to receive clarifications. After I tell the whole story and confirm that there are 28 days and check the system, she tells me that she can give me the login data for the online service where I can see the information. I show her the Airmid Uk page to confirm if I have to check there, but she doesn't know and asks her colleague to confirm. I explain that I can see that it has reached the admin but I cannot open that information and she tells me that now it is at the doctor who has to make a medical report, and that the doctors are busy and it will take longer, this after trying to get confirmation from her colleague for what she tells me. I tell her that I didn't ask for a medical report, just the medical history. Three receptionists, 3 different information. Clearly, 2 of information received are false, which one? it is not known, but I feel that I am being lied to because of the lack of information held by the receptionists. I am very disappointed by the lack of professionalism of the people at the reception, if you don't know the corect information, go and ask someone who has the correct information, don't misinform just for the sake of saying that you did your job.
Visited March 2024
Review titled Orchard Medical Practice
Replied on 18 March 2024
Dear Patient Thank you for your feedback it has been very helpful to enable us to communicate this with our reception team. We apologise for any communication issues in giving different information, we sympathise how frustrating this can be. We have identified this as a training issue and will address this with our receptionists. We have now spoken to you and hope we have addressed all of your issues but should you have any further queries you wish to discuss please do not hesitate to contact Rebecca Tate, Practice Manager or Jayne Mallatratt, Assistant Manager. We sincerely apologise again for any disappointment we may have caused you.
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Review titled Anything but patient orientated
Rated 1 star out of 5
by Barrie Jackson - Posted on 23 January 2024
This is the least useful Dr that I have used, especially post lock down. It's virtually impossible to get an appointment, especially with a Dr. Regular blood tests which I am supposed to have are impossible to organise and as for regular checkups - forget it. When you manage to get through in the morning you are likely to be 16th or more in the queue, they have insufficient staff on to deal with the number of calls. when you finally get down to first in the queue, my wife and I have found that there's a good chance you will get cut off. This has happened several times and the staff do not seem interested. There is also a fair chance that the queue will be too long and you will need to call back later! You can book Dr appts in advance, but it's 4 weeks in advance. How is that useful?
Visited January 2024
Review titled Orchard Medical Practice
Replied on 24 January 2024
Dear Patient, Thank you for your feedback. We apologise for the poor experience you have encountered at the practice. We would like to help and listen to the problems you have recently had. A member of the management team will contact you directly to look into the matters raised and once again we apologise for your experience. Kind Regards Jayne Mallatratt - Assistant Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2023
The doctors are very good but getting to see or even talk with one of them is impossible and I'm not happy!!! I have need to speak with a gp for 2 reasons and am being prevented from arranging this. Last week I was in reception asking to make an appointment. I explained that one reason was to discuss a medication change made by the doctor. I was told by the receptionist that I didn't need to talk with a go as I could go to the pharmacy and buy them. In Sept the doctor told me to review in October. I pointed this out to the receptionist. Her response was to tell me I wasn't due for a review so I didn't need one. I explained again. So I still have not had the review and I'm now out of medication! I need it! Hopeless situation! There were 5 other people in the queue behind me by the time I left., most of them would have overheard, which makes it unfair and unforgivable. Frankly I'm appalled!
Visited October 2023
Review titled Orchard Medical Practice
Replied on 13 November 2023
Dear Patient Thank you for your feedback, we would like to apologise profusely for the poor experience you have received from staff at the practice in not finding a solution to the problem you were having with your prescription. We would like to help and look in to this further for you and look in to any improvements we could make for future if you could give our Practice Manager, Rebecca Tate or Assistant Manager Jayne Mallatratt a call on 01623 400100 again, we apologise for your experience recently.
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Review titled Great doctors… everything else a shambles
Rated 2 stars out of 5
by Anonymous - Posted on 06 October 2023
Firstly, I have been ordering my prescriptions through the NHS app for the past year and it has been an amazing service but recently my prescriptions have been removed from the app so I am unable to currently get any of my inhalers and I go on holiday in a weeks time. Upon researching, only a GP can deny access to prescriptions/ remove them from the NHS app. I then have tried on multiple occasions to ring the reception to try and rectify this as I’m currently struggling with my asthma that I have had for 23 years and I can not get through on the phone at all. When I finally spoke to the gp all I got was “that’s strange”. The receptionists also seem to think we have all day to sit calling and waiting for the phone to be answered. I have sat clicking “user busy” for over 200 times before giving up on multiple occasions to try and get appointments or to ring regarding other queries. Trying to get an appointment is incredibly difficult and if you can’t get though at 8:30 and give up trying and ring back later, I get told by the receptionist “you should have called at 8:30”. Which I often do but can’t ever get though and don’t have hours to sit waiting (we all have jobs too). Also I don’t understand the new system where if you want an appointment, it has to be before 1pm, so for people like myself who work and require an appointment after 4pm this is now impossible as these appointments are classed as “emergencies” which the receptionist decides if your worry or pain is an emergency or not. To make matters worse, when you get through on the phone, you are often greeted by a rude and abrupt receptionist who either questions your illness and suggests going to a pharmacy for tonsillitis which is just a joke. There is only one lovely receptionist who I cross my fingers for every time. She is so kind and caring and treats each problem as serious and tries her best to fit myself in for appointments. It’s a shame they aren’t all like her. The doctors themselves are lovely if you ever manage to get past the receptionists and get an appointment with one. I have honestly given up trying to get an appointment now and often just suffer instead. As for my prescriptions, I’m still trying to get through to rectify this problem.
Visited October 2023
Review titled Orchard Medical Practice
Replied on 09 October 2023
Dear Patient Thank you for your feedback, we apologise for your recent attempts to try and get help contacting the practice, we do strive to offer a good and competent service to our patients, we are sorry for what sounds like a poor experience recently. There are multiple points you have raised which might be better as a phone call so we can look in to these further for you, listen to calls for training, as well as help you with your prescription and hopefully make things easier for next time. If you could ring the practice during an afternoon this may be a quieter time and ask to speak to the Assistant/Practice Manager or email the practice so we can call you to go through your points and help you. The patient email address is nnicb-patient-orchard@nhs.net Kind regards Mrs Rebecca Tate - Practice Manager 01623 400100
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Review titled April contact???
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I saw the Consultant on April 3rd 2023; he told me that he would write to the gp to request investigations. A Gp was supposed to contact me when the letter from the Kings Mill Hospital Consultant arrived. It arrived 21st April 23. My husband wrote on 'July 3rd' stating that; that it would be prudent for some-one to ring me back. The return message 4th July stated that a gp will ring on 12/07/23. Three months later...
Visited July 2023
Review titled Orchard Medical Practice
Replied on 17 July 2023
Dear Patient, Thank you for your feedback this has been valuable to look in to this further for you and I believe the GP has been in contact with you. We apologise for your experience and, if you need any further help with this please do not hesitate to contact the Practice Manager, Rebecca Tate on 01623 400100.
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2023
I attempted to contact this practice for over 25 minutes as a professional requesting information for a patient in crisis. I was repeatedly pressing my redial button to be continuously met with a constant engaged tone. Unable to speak to anybody.
Visited June 2023
Review titled Orchard Medical Practice
Replied on 06 July 2023
Dear Patient, Thank you for your feedback, we apologise you were unable to get through to the practice, we did have an intermittent problem last Friday with our phone lines so this may have been the reason. We do have a dedicated Option 1 line button for Healthcare Professionals and this comes straight through to our reception team without holding in a queue otherwise this is the crisis team number to call should you need it in future 0808 196 3779 this is available 24/7. Again we sincerely apologise for your experience if you would like to discuss this further please contact our Practice Manager, Rebecca Tate on 400100