Parklands Medical Practice
30 Buttershaw Lane, Bradford, West Yorkshire, BD6 2DDContact details and opening times
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Reviews
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Review titled Unavailability
Rated 1 star out of 5
by Mohammad Saquib Shaikh - Posted on 19 September 2024
I once went to GP to book an appointment. The lady there ask me to book through patch as it would be easier. Since I was new to Bradford, I said Okay to her request. Since then , I have had issues with my health sometimes so I'm not really after the GP but whenever I think of getting myself checked up the patch shows some other time. I can't really get an appointment which I have been trying for past two months. I'm busy due to my work so can't really go after the GP for hours through the call. The patch seems to never work.
Visited September 2024
Review titled Parklands Medical Practice
Replied on 26 September 2024
Thank you for taking the time to feedback, and also to leave your name which allows me to talk to you directly about your specific issue, something that is not appropriate on this forum. We have appointments that free up daily, our PATCHS availability is split across the day to allow fairer access for everyone. We do try and always have some triage slots that are bookable in advance (currently that wait is 3.5 weeks) so if your issue isn’t urgent that might be the better bet, and we do have triage staff so if the issue is medically urgent then please let the receptionists know (you will need to tell them why you believe you are a priority) and they can let the duty team know. However, it is fair to say that we are dealing with significantly more demand for our services than we have the capability to see. If you don’t need to see a GP then it shouldn’t be quite as difficult. I can reassure you that PATCHS is working, we have availability at 8am, 10.30 am, 1 pm and 3.30pm currently and are looking to see if we can move a couple of slots to 6 pm for those people who struggle to get time during the working day. I hope this goes someway to assuring you that we are doing our very best to ensure safe fair access for all of our patients in very difficult circumstances, Kind regards, Fiona Purdie Business Manager
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Review titled Really bad practice
Rated 1 star out of 5
by Anonymous - Posted on 08 July 2024
So many bad things to say about here I could write a book. But the biggest thing is trying to get an appointment is virtually impossible. Ring up from 8.00am onwards wait for 90 mins to say no appointment. For the to tell you to go on patch's. This also doesn't work. Looking at all the reviews I don't see many good ones and maybe the surgery should be investigated
Visited July 2024
Review titled Parklands Medical Practice
Replied on 23 July 2024
Thank you for taking the time to feedback to us, I'm sorry that you are having a difficult time getting an appointment. While we do understand that people are frustrated with trying to see our team, it may surprise you to hear that having tracked our availability since January 2024 we are averaging 30% more access than Bradford as a whole (for the practices which are reporting their access weekly and it relates to Monday access only). As with most other practices, and other departments within the NHS such as A&E, we are currently experiencing the highest demand for our services that we have ever seen. We are now fully staffed (for the first time in 5 years) but it is safe to say that we simply don't have the resources to meet the demand for services that we are currently seeing. We do our best to prioritise the requests we receive according to clinical need, navigating those patients who can be safely seen elsewhere into other parts of the wider service, to free up capacity where we can. However, there does come a time when we are simply full, or a patient’s sense of priority may be different to a purely clinical needs assessment. We are part of the latest cohort of the General Practice Improvement Programme, as we recognise there may be some good ideas out there that we haven't tried. This programme is to support and encourage practices to adopt the "Modern General Practice" approach, which is fully within the public domain, and is rooted within a clinical triage approach. Again, there are details on the practice website - if you review the "You Said We Did" reports you can see the model which is being strongly recommended by NHS England. Our access is further complicated by us needing (again according to our contract) to show equity in service regardless of how a patient chooses to contact us. So, we must offer the same access via our online processes as for our patients that prefer to access via phone. We are looking at the feasibility of adding a "call back" facility to the phone system to try and alleviate the long wait times, but it looks like that will involve a full change of telephone system which will be a significant project to deliver. Without understanding your particular requirements I am unable to understand what else we would have done. If you would like to have a conversation about your specific situation then please contact Jo Harris, or in her absence, me, and we would be happy to see what else we could have done to help. With regards to the comments here, you are quite right most (but not all!) are quite negative, which is understandable. However, we do take detailed feedback each month, which is accessible through the practice website, and does show a more balanced perspective, and a recent improvement in scores. I hope this goes someway to assuring you that we are doing our very best to ensure safe fair access to all of our patients in very difficult circumstances, Kind regards, Fiona Purdie Business Manager
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Review titled Bewildered, Baffled, lost in Despair
by dorothy sadowski - Posted on 19 July 2024
Same old story. Lack of appointments. Patchs not responding. Telephone calls not answered. We all know about it, we've been there and got the T shirt . Problem started 6 weeks ago and went I through the routine of phoning, then can’t get on to Patchs Meantime, I start a bit of self help. It worked in the short term, but the problem reoccurred 4 weeks later. So, it was back to telephoning, Patchs not responding (try again at 1pm, then try again at 3pm and try again next morning) All this during surgery hours. Finally, I took photographic evidence and a short note of explanation, and said I wasn’t demanding an appt. I just want to hand this over and at least put it on my records. I was told by the receptionist to ring back next morning and she was refusing to take my letter. I also refused to take it back and walked away, stating that I am leaving it in their hands as to how they choose to respond. A week later, I read on my records that I refused to take the receptionist's advice of ringing back next morning. I've tried the phoning, Patchs advice and you can’t get through to the surgery by whatever means, which was my reason for taking the letter in the first place! What next? How many of us have been on the same roundabout? So I resent those comments written about me. I am not a difficult patient, but I will stand my ground and try whatever means to get help when genuinely needed, hence my own method of asking for help by leaving a note. Anyway, I gave up trying yet again, and I took a trip to the Walk in Centre for help. In the past 2yrs I have needed help 4 times. Each time I have had to use this same Walk In centre because of lack of appts at Parklands. Each time I have visited the centre I have needed proper medical attention. We don’t go to these places because we are bored, it’s because we are desperate. I do stand by the comments in my previous reviews ie Great Drs, shame about the iron curtain of a system we have to break through. I have yet to fault any of the Drs, but then I haven’t been able to get to see one in the past 2 years and make any other judgement! However, I do sincerely hope that whichever HCP reads my records in the future, they do not take the receptionists notes literally. It gives an inaccurate impression and doesn't help with a patient's reputation. The majority of us do follow protocol, but there comes a time when we get dizzy doing the same old dance.
Visited July 2024
Review titled Parklands Medical Practice
Replied on 30 September 2024
Thank you for taking the time to feedback Ms Sadowski and for leaving your name so we can contact you directly if needed. I do apologise that it has taken a few weeks for me to reply. I am sorry that you have not been able to secure clinical PATCHS – we did initially have this available 24 hours per day but usage grew to a point where we could no longer safely manage the requests coming through and still have any availability for patients who, for whatever reason cannot or do not want to use PATCHS. Our current contract is very clear (and rightly so) that we need to balance access arrangements for patients however they choose to access care. While we can all agree this is only fair and equitable it is hard to ensure a practical balance. We have the same number of triage slots for phone and online access and we also try and have some prebookable appointments. I am writing this at 4 pm on Friday afternoon (27th September) and we have triage slots to book daily from 22nd October through to the 31st of October. If you believe your issue is medically necessary to be seen immediately then we would ask that you make the receptionist aware as we have a duty doctor on daily. I clearly can’t discuss your personal situation on this forum, so I am not in a position to address your personal concerns, but I would ask you, and anyone reading this to let our trained care navigators know what the issue is and they will do their best to help you get the help you need. If we are full and you have been directed to 111 then please know that we are required to keep 4 appointments per day for them to use if they feel that a patient needs to be seen by us same day which gives you easy access to a second opinion if you like – again if I look at this week I can see that none of those appointments have been used. We are always happy to add a comment to any patients record if they feel a conversation or situation has been misrepresented. All we would ask is that you contact us via admin PATCHS (which is always available) confirming the exact wording that you would like us to use and we will insert it alongside the comment that you disagree with. It is only fair to give everyone the right to reply! Again, we really do appreciate how frustrating it can be at the moment. As you will be aware from all the public discussions around the NHS, real term funding into primary care has been reduced year on year for quite some time. The unfortunate truth is no one can offer unlimited access with limited resources, at least not safely. We do our very best with the resources we have available. I hope this goes someway to addressing your concerns but please contact the surgery directly (either Jo Harris, Practice Manager or in her absence me) if you need any further information or assistance. Kind regards, Fiona Purdie Business Manager
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Review titled Great fast service
Rated 5 stars out of 5
by Paul Dignam - Posted on 22 April 2024
Excellent service, just frustrating that you add a note to your prescription asking for an item you have been needing for a while, to just not get a message saying it won't be prescribed, even though it is needed, only then for me to have to ring through to ask for a appointment to get the prescription. Very frustrating.
Visited April 2024
Review titled Parklands Medical Practice
Replied on 29 April 2024
Thank you for your positive feedback, prescribing is a complicated area and we try very hard to put any medication that is safe to do so onto a “repeat” arrangement to make it as easy as possible for patients, and, to be fair, our teams, to get the medications they need, when they need them, as quickly as we safely can arrange. There are a number of medications where it is not safe to leave them fully accessible without a consultation to understand the patients situation at the time of issue. It may be something very straight forward such as having a blood test to make sure that a patient isn’t experiencing silent side effects; it might be that the guidelines we work under are clear about medications being only available for a certain amount of time before a different plan is needed (for example nutritional products) or it might be the nature of the medication itself having serious issues that need to be balanced carefully, for example steroids or certain pain medications. Please contact us directly if you would like a conversation specific to your particular situation, but I’m very glad that you found our service quick, even if you did find the necessary processes frustrating - thank you for the 5 stars! Kind regards, Fiona Purdie Business Manager
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Review titled Constant mistakes and excuses
Rated 1 star out of 5
by Katie mortimer - Posted on 12 April 2024
I’ve tried to hard to be lenient with this practice and given them so many chances, but there is always an issue! 5 days ago I sent them a document for my prescription, chased it up and was told pharmacist would be looking at it Friday. Friday has come and no contact, now they’re closed. I’m left without my medication again. The practice is so poorly run and the staff have no direction provided my management. Their processes are completely wrong and inappropriate time frames for things to be done. If it wasn’t so convenient to be inbetween my home and work i would 100% leave. The nurses are lovely and I’ve only had positive experiences with a couple of the GPs. The excuse of lack of staff etc is appalling. Perhaps if their staff were lead more efficiently and supported people wouldn’t be quitting.
Visited April 2024
Review titled Parklands Medical Practice
Replied on 06 June 2024
Thank you for taking the time to feedback to us, and particularly leaving your name. There are various reasons why medications may not be considered safe to be put on to the repeat prescriptions list, and may take a little longer to be authorised and a prescription issued. Some medications require tests to ensure that there are no silent side effects, some medications are only able to be prescribed by someone with specific competence in particular areas. At this practice we have specialists in Diabetes, Cardiovascular disease and Dermatology, for specific requests we may need to wait for that specialist to be available. I do appreciate 5 days seems a long time when you are waiting for medication, however, in that time we are trying to see if there is anyway that we can facilitate that request or perhaps suggest a compromise solution. When a medication is added to a patients repeat list, and all the safety checks are already in place then it will still take 48 hours for us to be able to process that request and have it checked, authorised and processed via the electronic prescription system. Something we haven’t seen before, or something with any sort of concerns will invariably take longer, which is nothing at all to do with the management of the practice, prescribing is an entirely clinical process subject to very stringent regulations and expected practices. Our number one priority will always be the safety of the prescribing, rather than the speed with which we respond. Without referring to your specific situation, the only way we could safely and consistently meet the preferred 48 hour turnaround would be for us to say a quick “no”, rather than a considered and researched “maybe”, or “conditional yes”. Some of the recent issues that have taken a little time to unpick include : Medication issued in a different country, under a different brand name, in different strengths Medication which is not licensed for the purpose it is being requested for Medication which has been recommended by friends and family Medication which was taken years ago, and had now been withdrawn Medication which is not able to be prescribed in primary care (there are rules and some medications are black listed for primary care as they are deemed far too specialised). I hope this goes someway to addressing your concerns but please contact the surgery directly (either Jo Harris, Practice Manager or in his absence me) if you need any further information or assistance. Kind regards, Fiona Purdie Business Manager
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Review titled Appointment s
Rated 1 star out of 5
by David Deegan - Posted on 15 July 2023
Had a phone call from these people telling me to make an appointment regards a blood test I had recently. I asked them to make an appointment for me while I was on the phone to them . At the moment . They said they could not do that . I had to ring the surgery .why not make an appointment there and then . . Or ring me up to tell me to attend an appointment. . I had a major cancer operation in 2018 . . This phone call left me worried and anxious as you can imagine . . . Ii then rand the surgery in the afternoon to make an appointment as they had requested. Ii was told then that I had to ring the following Monday . This would have left me worrying all over the weekend . . Why they could not make me the appointment that they told me to make is beyond understanding . . . I have been on that phone to parkland practice . One time for 2 hours 5 mins waiting to get an answer . . Another time 1 hour 45 . Both times I have ran out of patience ond not carried on with the call . . I am still under the care of the oncology nurses . And still visiting them on a six monthly appointment . . . Why couldn't the parklands staff ring me to tell me I have got an appointment with them . Instead of ringing me to tell me to make an appointment . . . On their web site. The tell you about their difficulties and struggles to see people . And they fot tolerate bad manners and abuse . . Well what about treating you patient s the same way . . We do not ring this surgery to ask or beg for attention. For no reason . Mostly we ring because we are unwell and not in a mood to be treat like imbociles or scroungers looking for sympathy. . We need at the time help and respect . . As it is I have been left wondering what is wrong with me after they rang me to tell me I had to make an appointment with them to see a doctor ,regard my recent blood test at parkland surgery . Buttershaw lane . . And please remember. As poorly people , we also expect the same respect and treatment as you expect from patients. . Because this surgery rating must be one of the lowest in Bradford . And that is not the patients fault . . So maybe you should overall your system to work , because it is not working at this time . . You cannot expect people to wait on you phone for 1 to two hours at a time to make an appointment that you told us we needed . . .
Visited July 2023
Review titled Parklands Medical Practice
Replied on 27 July 2023
Dear Mr Deegan, Firstly, thank you for adding your name – I’m glad we have had a chance to resolve your particular situation – please let me know if there is any remaining issue. We are aware that a very new receptionist made these phone calls and clearly didn’t quite understand the process we have in these cases. Blood tests are requested for a number of reasons, but we get a significant number of results each week and while we understand how important it is for patients to be informed of their results in a timely fashion, we need to prioritise those with immediate medical needs. If we get an abnormal blood result that we need to talk to a patient about but isn’t time critical we will usually text or write out and ask the patient to contact us at their convenience. If there is something unexpected, concerning or maybe needs further action (for example, we might need to repeat a test) then we will ring and we will book the patient in at that point rather than request them to contact us again. As a result of these 2 very similar issues we have spoken to our new staff to make sure they understand how stressful it is to be told there is an issue and then not be able to book a time to talk to someone about the next steps. I am hopeful this won’t happen again, grateful that you let me know in such good time and we were able to resolve the issue quickly. I’m very sorry that this was your experience. Kind regards, Fiona Purdie Business Manager
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Review titled The elusive appointment
Rated 2 stars out of 5
by Michael Jones - Posted on 14 July 2023
My mother is 90 years old. The practice rang her on 13 July asking her to make an appointment to discuss some blood results . My mother asked if they could make the appointment not but was told to ring at 8am the next day despite her age. She started ringing at 8am and on 2 occasions was cut off when she was number 3 in the queue despite the practice previously saying this,does not happen. She rang throughout the day and finally spoke to someone at 3pm, 7 hours after she started ringing only to be told she could not have an appointment but she may get one online! As a 90 year old her internet skills are not excellent so I tried only to be advised there were none. Surely anyone with an ounce of sense and compassion would deal with a 90 year old differently. My mother feels abandoned by this practice. We are now in a position of being told there is,something wrong with the blood results but cannot get an appointment to find out why. A formal complaint may follow.
Visited July 2023
Review titled Parklands Medical Practice
Replied on 27 July 2023
Dear Mr Jones, Firstly, thank you for adding your name – I’m glad we have had a chance to resolve your particular situation – please let me know if there is any remaining issue. We are aware that a very new receptionist made these phone calls and clearly didn’t quite understand the process we have in these cases. Blood tests are requested for a number of reasons, but we get a significant number of results each week and while we understand how important it is for patients to be informed of their results in a timely fashion, we need to prioritise those with immediate medical needs. If we get an abnormal blood result that we need to talk to a patient about but isn’t time critical we will usually text or write out and ask the patient to contact us at their convenience. If there is something unexpected, concerning or maybe needs further action (for example, we might need to repeat a test) then we will ring and we will book the patient in at that point rather than request them to contact us again. As a result of these 2 very similar issues we have spoken to our new staff to make sure they understand how stressful it is to be told there is an issue and then not be able to book a time to talk to someone about the next steps. I am hopeful this won’t happen again, grateful that you let me know in such good time and we were able to resolve the issue quickly. I’m very sorry that this was your experience. Kind regards, Fiona Purdie Business Manager
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Review titled Terrible service
Rated 1 star out of 5
by Sebastian Dopierala - Posted on 28 April 2023
You hold on a line for an ages. GP job is to see a patient and have face to face conversation not a useless phone consultation or send a picture. This isn't "pandemic" time. I can't see our kids medical history online even if they are added to his account. We can't see our history form previous medical practices as well. When we have an appointment for us or kids in hospital, dentist etc. we can't say what illness was it and when. I tried to book an appointment for my wife for her scan results and they said this is available Thursday only. GP must explain patient test results every day not Thursday only. This medical practice is the worst practice what we used.
Visited April 2023
Review titled Parklands Medical Practice
Replied on 05 May 2023
Thank you for taking the time to feedback to us. I apologise for the delays we have been seeing on the phones – as I’m sure you are aware we have been advising patients of the ongoing situation but there is, in reality very little we can do – if 15% of our patient list all want to speak to us on the same day then all we can do is our best to work through that queue, understand what it is that people need to talk to us about and look at realistic alternatives to phoning if possible. All we can do is deal with each request as efficiently and appropriately as we can, which, at the moment, with demand all over the country far out stripping the availability of doctors, nurses, paramedics, HCA’s, physios and all the other clinical staff we have working at the practice and our wider network, means significant wait time on the phone. We simply can’t refuse to deal with one person because other people are waiting – that would not be fair or safe. I agree we are no longer in the immediate reality of a pandemic, but we are still dealing with the results of how we all had to work and live over that time. It was regularly on the national news about operations and outpatient appointments being cancelled due to staff being pulled out to deal with COVID patients. Those patients have not gone and we are seeing them reaching out to their GP practice to support them while they wait – which is completely understandable – but does not help the situation either in terms of you being able to get through or being able to see the clinician of your choice at the ideal time. While I understand it isn’t your preference many patients have appreciated the use of phone appointments as it gives them greater flexibility over when they can have that conversation with the doctor or nurse. However, we do all have to be realistic – if you strongly prefer to be seen face to face that means the person you are seeing also needs to be at a specific location at a specific time. Often staff can work extra from home, or ring from the other surgery at time that suits when the location may not. I’m not sure from your comments, and it is difficult to track historic availability after the event, whether the Thursday appointment you were offered was the only appointment available at the time, or rather the earliest. We have a protocol for test results based on clinical priority. It can take a few days for a non-urgent result to be addressed but we do understand for individuals (and we are all patients too) our sense of urgency will inevitably be greater than the practice which is trying to balance the health needs of over 10000 people. I apologise but I do not have the space to be able to reply about the online access issues here. I hope this goes someway to 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
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2023
Today I spent 43 minutes on the phone and was then cut off when I became number 2 in the queue. This happened yesterday as well. It is impossible to get through let alone get an appointment. Covid restrictions finished a year ago yet this practice neither wants to see anyone or speak to anyone.
Visited March 2023
Review titled Parklands Medical Practice
Replied on 24 March 2023
Thank you for taking the time to feedback – I’m very sorry that you have had a frustrating experience. I can assure you we are seeing and speaking to more people than we ever have although I do understand how busy the phones are now. On Tuesday the phone system had to deal with 3600 calls ( 2500 were incoming). We have 4 receptionists on at any time so there will inevitably be queues to get through much as I might wish it otherwise. Our contract suggests we should be providing around 700 appointments per week for our list of 10075 people – in the last 5 working days we saw and spoke to 1795 patients. As many of our colleagues are pointing out - this is unsustainable. But I appreciate that this does not make your experience any better. In practical terms please be aware that some mobile phone contracts have cut offs built into their programming so calls can’t be left on hold for very expensive, very long phone calls – some arrangements are for 30, 45 or 60 minutes before cut off. We have checked our phone system with the provider on several occasions and have been repeatedly told there isn’t an issue at our end. It may be worth talking to your phone provider if you were calling from a mobile phone. There are some of our appointments available up to a week in advance which are available to book online from our website www.parklands.co.uk. Alternatively, please use the e-consult system – any request for contact is reviewed by our triage team the working day after it arrives and prioritised with consideration to the urgency of the other patient requests we have received. If for any reason the technology is a struggle for you our reception team are happy to help you submit the request – we have tablets at both sites if you don’t own a smart phone, or they are happy to show you on your own phone if you would prefer how to be shown how to do it yourself. The phones do get slightly quieter towards the end of the day so it may be easier to arrange a suitable time to come in and get that help – clearly first thing in the morning when the phone demand is at its busiest would not be a practical solution and create longer waits for other patients. While we do appreciate that it feels like everything should be back to normal now, COVID has created backlogs in treatment plans that impact on peoples ongoing health and wellbeing as well as significant numbers of people with long COVID issues. We are seeing far more people struggling with their mental health for a variety of reasons and we’ve had a doctor off sick just this week with COVID – so it isn’t completely over for us, again, much as we all might want that to be the case. 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. Kind regards, Fiona Purdie Business Manager
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Review titled Receptionist
Rated 3 stars out of 5
by Dinah Emanuel - Posted on 02 February 2023
2nd feb 2023 i went to chemist to pick prescription up one item missing so i went into surgery to explain they said it would be monday now then i got a missed call from the practice so i tried to return i was 5th in queue and got down to 2nd in queue then phone constantly rung no one picked up so i drove to the practice with the phone still ringing i asked why no one answering phone they said didn't know what happened i explained returning call what was it about receptionist said it was to do with my dermatology appointment and said would print off the appointment for me when she came back i said why have i got appointment with dermatology she explained she was looking at wrong patient data then said my prescription ready monday. Please sort out your staffing issues if the staff can't be bothered to answer phone and look at wrong patient data lots of people without jobs . It makes the surgery look incompetent.
Visited February 2023
Review titled Parklands Medical Practice
Replied on 24 February 2023
Dear Dinah, firstly thank you for taking the time to feedback regarding your experience. Obviously, I can’t comment here regarding your specific situation without your explicit consent, but I am aware you have also been in direct contact with the practice which I am glad about. A few general points that I hope might be useful to others reading these comments. Our telephones: we have recently upgraded our telephone systems so we now for the first time have a real handle on that area of work, just at the time when, as an entire sector, we are seeing our demand hit all-time highs. For us specifically, we have never seen phone traffic at the level it currently is – we know we have around twice the number of calls on a Monday morning than we have at any other time in the week. We do track our calls on a Monday and the last week in January was our record – 2700 calls in the day of which we were able to answer around 1300. Which I fully accept is frustrating for everyone, and absolutely does lead to long wait times. We have 4 receptionists on throughout the day, who are responsible for answering the phone, but that is not their only job. As you mention, they have to see to the patients that present at the front desk and also support the clinical teams when they are in clinic. It would be lovely to be in a position to recruit more people to help out, but that would only be possible by having less clinical hours, which doesn’t feel like the right priority. So, the unfortunate truth is that at times our reception team are under tremendous pressure and inevitably mistakes get made, as seems to have happened here. I’m glad it was spotted at the time, and I hope apologies made, and your initial issue resolved. I have checked which staff members were involved and one of them is very new, so hopefully this was, at least, a good learning experience for her. I do appreciate this might not be the response you expect. I can make one very sincere promise that all of our team are doing the very best they can while working under the most pressure and demand for our services that I have seen in the 22 years I have worked at this practice. I personally apologise that a mistake was made, and I assure you that the staff concerned have been made aware of the issue and I hope the same mistake won't be made again. Again, thank you for taking the time to feedback. Fiona Purdie Business Manager