Parliament Street Medical Centre
79A Upper Parliament Street, Nottingham, NG1 6LDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Phone lines
Rated 2 stars out of 5
by Anonymous - Posted on 02 August 2024
Called around midday to avoid the morning rush. Started at 18th in the queue. Took 1 hour and 56 minutes to get through (luckily had it on speaker while i could work from home). Thats almost 7 minute per person in the queue!! I very much doubt that it takes 7 minutes as the majority of calls will be booking an appointment. I understand rising demand without resources but 2 hours to answer 18 calls is a joke.
Visited August 2024
Review titled Parliament Street Medical Centre
Replied on 15 August 2024
Dear anonymous, thank you for taking the time to leave your feedback. I would like to apologise for the difficulties you experienced when trying to reach us by phone. We understand how frustrating it can be to be on hold, and we aim to answer every call as quickly as possible. Unfortunately, due to increasing patient demand and being short staffed on reception, our response times have been affected. Patients contact the Practice for various reasons beyond booking appointments. Our reception team also handle calls from other services, which often involve messages or queries that require more time to address. Additionally, the receptionists are responsible for assisting patients in person as well. We have recently updated our phone system to include a call-back feature. This new option allows you to maintain your place in the call queue without needing to stay on the line. The system will automatically call you back once you reach the top of the queue. We agree with you that a wait time of 1 hour 56 minutes is unacceptable, and we are taking steps to improve our response times. Your feedback helps us to enhance the service we provide to our patients. Please feel free to contact the Practice if you would like to discuss your particular experience in more detail. Yours sincerely Susan Taylor Practice Manager
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Review titled Poor service with no solution at all
Rated 1 star out of 5
by Fino - Posted on 19 April 2024
The service is terrible. We've been trying to get an appointment for our child for a 2 week now, but they keep saying to call back tomorrow. It's frustrating, especially considering the amount of money we pay for healthcare each year.
Visited April 2024
Review titled Parliament Street Medical Centre
Replied on 26 April 2024
Dear patient, Thank you for taking the time to share your feedback with us. As I do not have your full details, I can only respond in general terms as it is not clear what type of appointment you needed for your child. We are sorry to hear about the difficulties you have encountered in trying to book an appointment. We understand how important it is to receive timely care, and we apologise for the frustration this has caused. Like many GP practices across the country, we are currently facing increasing demand with limited resources. Unfortunately, we are not able to offer appointments to everyone who needs one, this frustrates us too. When all our available appointments have been booked, our reception team will continue to take requests for medical help, redirect non-urgent requests to other services or seek guidance from a GP when necessary. If this did not happen in your situation, please contact me so that I can investigate further. We welcome all feedback as we strive to continuously improve and adapt our systems to provide a safe and effective service for our patients. Susan Taylor Practice Manager
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Review titled Excellent practice and healthcare, recommended to all
Rated 5 stars out of 5
by Phillip Burdett - Posted on 23 April 2024
I would like to really highlight my latest experience there as it. Was one of the most influential and supportive experiences I have received from them so far Excellent experience and health care I would recommend for all I would personally like to highlight two people the doctors and the lovely reception team. They are very good on a personal level and help with all patients and emotional support needed I would really really recommended going here as everyone is welcome and welcoming to all new patients and also my dimentia prone husband who is treated like anyone of us and receives the highest and best level of care.
Visited March 2024
Review titled Parliament Street Medical Centre
Replied on 26 April 2024
Dear Phillip, Thank you so much for your incredibly kind review. We are really happy that you have had such a positive experience, your comments will be shared with the rest of the team. Susan Taylor Practice Manager
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Review titled Telephone Message
Rated 2 stars out of 5
by Anonymous - Posted on 27 July 2023
Not really a review, more of a comment. I wonder if it is possible to change the answering message to tell people where they are in the telephone queue before the messages about Strep A, not being able to take repeat prescriptions etc? If my request is not urgent, i am happy to call when you are not (quite as) busy, the issue is that I have to listen to the messages for 1 1/2 minutes before I find out how busy you are and, if my wait is too long, I will hang up and try later (and wait another 1 1/2 mins to find out). It would be great to know straight away where i am in the queue so I know if it is worth waiting or not. The Strep A/Prescription messages can be played while I am 'in the queue'. So far today, i've spent 6 minutes just listening to these messages.......
Visited July 2023
Review titled Parliament Street Medical Centre
Replied on 26 August 2023
Dear patient, thank you for taking the time to leave your feedback. We appreciate all feedback received as this provides the opportunity for us to review our systems and processes. I understand your frustration with the telephone system. After reviewing the telephone message I have noticed that the Strep A message has been removed. We amended our telephone message a few months ago following feedback from patients struggling to get through to us. We advise patients to only call from 8am if they are wanting to book or change an appointment – for any other queries we advise to call from 11am as these calls can sometimes take longer to deal with which means longer waiting times for people in the queue. The messages are played before being put into the queue, so that patients can hang up if they realise they are using our phone lines incorrectly. We will take your comments on board when we next review our telephone message. If you would like to discuss this further, please contact reception on 0115 8831900 or by email nnccg.receptiony02847@nhs.net Susan Taylor Practice Manager
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Review titled Super long waiting time on phone
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2023
Website said it opens at 7:30am, start calling but it said the clinic is still closed. Called at 8 again, failed for first few times, tried again and I was in Queue position 8. Now I have been in position 1 for over 10 minutes and still waiting.
Visited April 2023
Review titled Parliament Street Medical Centre
Replied on 27 April 2023
Dear patient, Thank you for your feedback. We appreciate all feedback both positive and negative as it helps us shape our services for the better. I am sorry you have had a frustrating experience trying to get through to us on the phones. The Practice opens at 07.30 Tuesday to Friday for scheduled booked appointments only, the phone lines do not open until 8am. I have amended our website to make this clearer to patients, thank you for bringing this to my attention. At certain times during the day demand can be high and you may wait a longer period of time before a receptionist answers your call. For the past few weeks we have experienced reception sickness absence and recruitment issues which has also contributed to an increased wait time on the phones and we would like to apologise for that. We have recently introduced a new way of contacting us, more information about this is on our website. We hope that this will be a more convenient way for many of our patients to contact us and it will hopefully reduce the waiting times to reach a reception colleague via the telephone for those patients who prefer to use the phone We do not have an unlimited amount of appointments, when we have reached a safe capacity the online system is switched off and patients signposted as appropriate to their medical need. I hope I have managed to address your feedback and thank you for taking the time to submit it Susan Taylor Practice Manager
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Review titled Got Mental health issues? Stay away!!!
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
I admittedly missed a Mental health review, as a result I was told to call in as they don't accept general appointments currently through SystemOnline to rearrange. (God himself only knows why) to then be told to struggle with the daily fight of getting through on the phone 8, yes 8 times to rearrange, leaving me, a vulnerable individual without necessary medication and support. I will be leaving the surgery in due course because of this.
Visited January 2023
Review titled Parliament Street Medical Centre
Replied on 04 March 2023
Dear patient, Thank you for taking the time to leave your feedback. We welcome all feedback, whether positive or negative as it helps us to improve our services. I would also like to apologise for the delay in responding to your comments. I am sorry that you have experienced difficulties trying to get through to re arrange your appointment. We are aware of how busy our telephone lines are and how frustrating it is to get through to us at times, especially first thing in the morning. We have recently changed our telephone message advising patients to only call between 8am - 11am if they want to book an appointment and to call after 11am to discuss any other administrative queries, i.e. pathology results, sick notes, referrals etc. This will hopefully improve the length of time our receptionists are spending with each patient and enable them to answer more calls. We are also in the process of changing our appointment system, please see our website for more details. It is our hope that the new system will also help minimise the pressure on our phone lines and also offer our patients the choice of pre bookable and online appointment booking. Please feel free to contact the Practice if you would like to discuss your particular experience in more detail. Susan Taylor Practice Manager
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Review titled Check whether you're seeing a doctor
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2022
If you call and ask for an appointment with a doctor, they may well book you an appointment with a nurse practitioner instead without telling you. There may be times when it's appropriate to see a nurse practitioner and this might be a good option for many people, but they should be making this clear when you book and when they arrive. My experience is that they do not mention it and allow patients to assume they'll be seeing a doctor.
Visited November 2022
Review titled Parliament Street Medical Centre
Replied on 27 November 2022
Dear patient, Thank you for your feedback. Our reception team do usually inform patients of the clinician they have been booked in with when booking appointments, I would like to apologise if this did not happen in your case. As your review is anonymous it is difficult to investigate your particular experience, but I would like to thank you for bringing this to my attention. I will ensure this is discussed at our reception team meeting. Kind regards, Susan Taylor Practice Manager