Parklands Medical Practice
30 Buttershaw Lane, Bradford, West Yorkshire, BD6 2DDContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Parklands Medical Practice.
Reviews
-
Review titled Rude staff
Rated 1 star out of 5
by Anonymous - Posted on 11 October 2022
I went to register my new born baby. Nobody knew the protocol. One person told me I just needed to show the birth certificate, the other told me I need to fill out a full registration form. I took it home and completed it (baring in mind I had to bring my baby out which is a struggle as I’m a new mum) when I brought it back the third lady said I didn’t need to fill one out and would just shred it. Whilst I was speaking to the receptionist at the front I heard the receptionist in the back say ‘oh god not another one’. I am totally disgusted. The staff need training on how things work so patients arnt getting conflicting messages. It costs nothing to be nice and i will refuse to deal with that particular receptionist if I encounter her again
Visited October 2022
Review titled Parklands Medical Practice
Replied on 31 January 2023
Firstly, thank you for taking the time to feedback, I’m so sorry that you had a difficult experience, I agree entirely it costs nothing to be nice. The reception role is a surprisingly complicated one – there are a lot of very specific processes that need to be followed and there are frequent changes to those processes to be managed. When recruiting we always say it will take 18 months to feel competent, and probably another few months after that to feel confident in what you are doing. Like many other workplaces we lost staff over the pandemic for a number of reasons, and we have 3 experienced receptionists who are ready for their next role that we are having to ask to wait a while as our current reception team is really quite inexperienced (although I believe that all of them are doing very well considering how long they have been in post). As it stands we have at least one vacancy, and out of the 9 current receptionists, 3 have less than a year’s total experience and 1 other, who has plenty of experience at another surgery, has also been with us less than a year. However, that is no excuse for passing unhelpful comments that can be heard by patients and I will absolutely address that with the full team at the next team meeting. I do hope you have now managed to get your baby registered and things are a little more settled for you – but if that is not the case then please contact the surgery directly (either Ian Taylor, Patient Services Manager or in his absence me) if you need any further information or assistance. Kind regards, Fiona Purdie Business Manager
-
Review titled bad service now on hold again
Rated 2 stars out of 5
by Keith illingworth - Posted on 31 October 2022
on phone two hours got from 24 to 2 then cut off this has happened before now on hold again 14 service a shambles sorry cant plan when unwell
Visited October 2022
Review titled Parklands Medical Practice
Replied on 31 January 2023
Dear Mr Illingworth Firstly, thank you for taking the time to feedback to us, I’m sorry it has taken me a few weeks to respond. We do understand the pressure the phone system is under at the moment and our receptionists are doing their best to answer the calls that come in – as you say it is hard to plan when you are unwell, but Monday is our busiest day and despite letting our patients know we still get multiple contacts every Monday that really aren’t critical for that day, and while that is, of course, everyone’s right to ring when is convenient for them, they are going to end up waiting longer and having an impact on other patients wait time too. We have, and are, trying various ways to try and manage the demand on the phone system – but I have just been looking at our numbers from last week to answer a different review – we had 212 econsults last week – and 2700 phone calls on Monday the 23rd of January alone. We always have 4 receptionists on across both sites – they were only able to answer 1300 calls, which worked out at around 30 calls each per hour – and I promise every phone call does not take less than 2 minutes.. We have a patient list size of 10075 – so that would suggest that over a quarter of our patients or their advocates we trying to get in touch on a single day. These kinds of numbers are simply overwhelming and please be assured that we are as concerned as you are. You would be very welcome to join our patient group (which is now run at network level) where we talk about the different ways we are trying locally to address the need that is clearly out there with the resources that we have available to us. I hope this goes someway to recognising and addressing your concerns but please contact the surgery directly (either Ian Taylor, Patient Services Manager or in his absence me) if you need any further information or assistance. Kind regards, Fiona Purdie Business Manager
-
Review titled Needs changes
Rated 1 star out of 5
by Anonymous - Posted on 31 August 2022
I joined this surgery about 6 years ago due to moving house. They lost prescriptions, medication ect and I can't say I've had a good experience since the beginning. I recently fell down the stairs. I did an e-consult and explained the pain I was in as I'd injured my coccyx bone. A doctor didn't even contact me themselves and automatically booked me an appointment to physio. I rang the practice and explained I needed painkillers for the pain and was told if that's what the doctor said then that's what needed to happen. Due to the lack of support, I had to attend a&e. The doctor there agreed I should not have been referred to physio as the back problem was from a fall not a long term issue and that they should have prescribed pain killers. Fast forward 2 weeks, I'm still in pain and I can feel the bone moving. I am quite scared about it as it is my spine. I filled in another e-consult on Sunday 29th August and was told a doctor would be in touch by Wednesday 31st at 6:30pm. I rang the practice at 5:15pm on Wednesday to be told my econsult was still being processed and I wasn't on any list for a telephone appointment. I asked her if she could speak to a doctor and ask them why my case wasn't looked at yet. She said she couldn't because all doctors had gone home. Whoever is in charge of this practice needs to review it. Its impossible to get a face to face appointment with your doctor, you need to book a day off work for an appointment as you aren't given a time and they need ro reviiew their e-consult system as its obviously not up to standards. This isn't the first time this has happened to me and I've gone a week before waiting for a doctor to contact me. It's not good enough and this practice is adding to the problem a&e and dealing with.
Visited August 2022
Review titled Parklands Medical Practice
Replied on 31 January 2023
Firstly, I’d like to apologise for the length of time it has taken me to respond to your post. As has been well documented in the media we are currently experiencing the highest level of demand I have seen in the 21 years I have been doing this job. I’m also very sorry that you felt you didn’t get the care that you felt you needed. Triaging and e-consultations were a very new way of working for us when we were first required to adopt these processes and have taken some adaptations to make them work but I can’t say, hand on heart, that it has been entirely smooth process. We have only ever restricted access via e-consult once (this Christmas Bank Holiday weekend) so we can end up with real bottle necks of demand, and again all of these requests need to be triaged so we can deal with the most urgent requests in good time. Without knowing who you are I am not able to track back and see what the problem was in your particular case, but to be honest there may well be occasions when it will take more than a week for something that isn’t time critical to be addressed by the correct clinician. To give some context last week we received 212 e-consults and the Monday of that week we had 2700 phone calls to also deal with. Unfortunately, we only managed to answer 1300 on that day (which was still a rate per receptionist of around 30 phone calls per hour every hour – I don’t think we can expect more). The expectation is that we offer 700 patient contacts per week for our patient list size. There is a clear mismatch between the demand for our services and the resources we have available to meet that need – I hope you know it is as frustrating for you as it is for us. We are in the process of setting up a secure email for nonclinical patient queries to try and reduce some of that telephone traffic – so we hope that will go a little way to easing that pressure. I hope this goes someway to answering your concerns but please contact the surgery directly (either Ian Taylor, Patient Services Manager or in his absence me) if you need any further information or assistance. Thank you for taking the time to feedback. Kind regards, Fiona Purdie Business Manager
-
Review titled Very Bad service
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2022
I booked appointment (Clinician: Triage List Online - Triage ) I take my day off, been waiting all day but My GP did not ring me.
Visited August 2022
Review titled Parklands Medical Practice
Replied on 26 August 2022
Dear patient, I'm so sorry that you have had this experience. As I don't have any information about who you are please can you contact the reception and let them know who you are and that I am expecting you to call - I would like to investigate so I can understand what has happened and try and make sure it doesn't happen again, but i also want to make sure you get the care and attention you need now. Thank you, Fiona Purdie Business Manager