Royal Primary Care Chesterfield West
Chesterfield Med Ptnrship, Ashgate Manor, Ashgate Road, Chesterfield, Derbyshire, S40 4AAContact details and opening times
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Reviews
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Review titled Promised 24 hour call back service to book an appointment - 3 days later nothing and cannot get through!!!!!
by Louise McMahon - Posted on 13 September 2024
I honestly am developing PTSD from calling this diabolical demising gp practice. Not only are you told your mental health symptoms caused by menopause are not an emergency, and not able to get an appointment to seek help in 3 months, leading to fortunately my employer providing a private gp to help me. I rang Tuesday 11 sep at 8am to ask for an app with the doctor seen previously to check on my testerone use as they requested due to this drug needing to be controlled and monitored. They said there were no appts and they would ring me back in 24 hours (as the automated service states when ringing), but at 1:47pm today 13 sep I have received no calls at all and have been on hold to them instead for 20 mins waiting for them to answer so I can book an appointment. How many people must be suffering due to the complete diabolical mess this surgery is in is unthinkable.
Visited September 2024
Royal Primary Care Chesterfield West has not yet replied.
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Review titled Over 2 weeks to get through, still no appointment
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2024
Daily for the last two weeks I have rang the main appointment line, waited for 20/30 mins and then the line disconnects. I try to ring back and the line is constantly engaged. I’ve had a worsening cough with green phlegm for over 2 weeks and cannot get an appointment to help me! Luckily I have a gp service through work who have online diagnosed a chest infection but has insisted I physically get assessed by my gp which I cannot. I am in despair of the ongoing demise of the practice and the poor customer service in both accessing and gaining an appointment for help. I very rarely go to the doctors because of the worsening service and the stress it causes trying to get through. Typing this during being on hold to try again for an appointment after 87 redials and a total of 25 mins on hold and expecting it to cut off once again.
Visited April 2024
Review titled Royal Primary Care Chesterfield West
Replied on 07 May 2024
Dear Patient Thank you for sharing your feedback with us. We are really sorry to hear that you have been struggling to get through to us and then further experiencing issues with your call being disconnected. If you are able to raise this with us directly sharing the time and date of your calls and the number you called on we can investigate this with our telephone provider to find out why your calls are being disconnected. We know how frustrating this must be for you. We are aware that our call wait times have increased over the last 4 weeks alongside demand for our services. our staff are working hard to answer the calls as quickly as they can, and we are in the process of taking on additional call handlers to help us manage the call wait times. If you're able to leave us the requested details about your disconnected calls or would like to discuss your feedback with us in further detail, please fill in our feedback form here: https://www.rpcchesterfield.nhs.uk/patient-feedback-form/ Alternatively you can pick up a paper copy from any of our reception desks in surgery. Kind Regards, Royal Primary Care
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Review titled As useless as ever
Rated 1 star out of 5
by David Wright - Posted on 24 February 2024
Continue to frustrate with hopeless service. In December I was informed it was time for my annual health check. Made appointment which couldn’t be fulfilled until 27 February. This was then cancelled on 9 February - and I was advised to book another. Probably get it in May should I be fortunate enough to get through. Prior to this made an appointment for a new repeat prescription. Again had to wait over a month for a telephone appointment and was then told new prescriptions could only be issued after a face to face appointment, which they ought to have been aware of before making a telephone appointment. Don’t bother trying to contact them anymore. It avoids the inevitable frustration.
Visited February 2024
Review titled Royal Primary Care Chesterfield West
Replied on 29 February 2024
Dear David Thank you for your feedback. We are sorry to hear that your appointment was cancelled. Unfortunately we have had some sickness within our Nursing Team. Wherever possible when this occurs we do try to move patients around to avoid cancelling, but where this isn't possible we do have to cancel appointments. We do understand how frustrating this can be, especially if you've had to wait some time for the appointment. Our process is that patients who have had appointments cancelled with our Nursing Team are added to a waiting list and will be contacted with the next available appointment. Hopefully you will have had an appointment remade for you. If you wish to discuss your concerns further, please feel free to fill in our feedback form so we can look into this more formally for you. Our feedback form can be found on our website here: https://www.rpcchesterfield.co.uk/complaint-compliment--concern-form or you can pick one up from any of our reception desks Kind Regards, Royal Primary Care
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 January 2024
I attending an appointment at west whittington medical centre and the varese provided was fantastic, this is not my usual GP practice but from the receptionist to the Dr all staff where kind and supportive. The Dr took an holistic approach to care and looked at the whole picture and not just one symptom in comparison to my normal surgery. I wasn't just brushed off and felt comfortable. Friendly careing staff with a positive attitude to there job.
Visited January 2024
Review titled Royal Primary Care Chesterfield West
Replied on 17 January 2024
Dear Patient Thank you so much for your review and for taking the time to share your positive experience with us. We are really glad to hear that you the service you received was fantastic. We will ensure that your feedback is shared with the team at our Whittington surgery Kind Regards, Royal Primary Care
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Review titled Worst Surgery
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2023
I've asked for help during last 3 months...... For complex needs... Technical more than 3 months. All I get is.... Continue no help at all. I'm also puzzled why this Surgery stopped doing services of Social Prescribers. I'm also puzzle why appointment on the day it now ring up after 10am when it were 8am. Now waiting on phone call upto 20 to 30min.....before someone pick up...... That call were made like late afternoon. It also annoying that your Surgery don't respond to emails from other out reach department. When yourself cancel patients appointment..... It disappointed that yourselves cancelled appointment when patients are in Mental Health Crisis. I do search on your webpage..... It still seem not very well updating. Esp Social Prescriber so on. I've been trying to get like old newsletter, I can't find any like for general from 2020 to 2022. Your Surgery have gone from relevent good to Worst ever within past 3 years. Lack of common sense, borderline rudeness, lack of care etc. I'm loosing much more faith with this Surgery. Again I'm thinking of leaving this Surgery.
Visited November 2023
Review titled Royal Primary Care Chesterfield West
Replied on 29 November 2023
Dear Patient Thank you for taking the time to share your review with us. We are really sorry that this has been your experience of the surgery and that this has lead you to think about leaving the surgery. We did previously work with Social Prescribers for Adults but due to a change in service provision, we are now working with Social Prescribers for Children and Young People. We understand this may cause some frustrations, but there are other services that we are able to direct patients to. Our newsletters were a new addition that we started producing early 2022 which is unfortunately why they don't go back any further on our website. We would be more than happy to formally look into your concerns if you would be happy to share your contact information with us so that we can get in touch with you. Please use the following form to do so: https://www.rpcchesterfield.co.uk/complaint-compliment--concern-form. You can also pick up a paper copy of this form from any of our surgeries if you would prefer. Kind Regards, Royal Primary Care
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Review titled Terrible Practice
Rated 1 star out of 5
by Jayne Cunningham - Posted on 13 February 2023
i work fulltime at royal hallamshire hospital in sheffield. I have some new health problems which are now requiring follow-up and blood tests. The practice isn't open at a convenient time for me to go to work afterwards or coming home. I have my bloods done at rhh but my blood results "cant be seen by my gp". I have been told i have access on my account to review my results but despite several times of trying I can't access. I work in a clinical area and am unable to wait the 30 minutes + to get through to my gp to speak to them. I start work at 8:00 am in the morning and if something comes up I am not able to hang on the phone to make an gp appointment. I have had to drive in twice to the practice after work to try to make appointments. I have a busy job for the nhs and don't and have to work around a team and I am getting very stressed about why my results can be seen on the ice system and when I'm advised by a doctor to book an appointment for eg 2 weeks this is made difficult because I can't wait on the phone for ages @ 8:00, and wonder how my results my GP has asked for are going to be seen and any problems from this treated. ? why is the practice expanding but can't seem to make themselves available. I am really, really anxious about the service I'm getting, I am already suffering from anxiety, I'm busy at work and I'm tired - the service I'm currently getting from my gp is starting to affect my health.
Visited February 2023
Review titled Royal Primary Care Chesterfield West
Replied on 15 February 2023
Dear Jayne Thank you for your review and for taking the time to talk with us this evening on the phone regarding this issues you've had. We are really sorry that this has been your experience with the practice and we have discussed the issues that you have encountered and how these can be dealt with going forward to ensure any further experiences with the practice are much more positive. Kind Regards, Royal Primary Care
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2022
I've just spent 20 minutes in a queue on the phone, trying to speak to someone about a prescription request which hasn't been sent to the pharmacy. The phone is then picked up and put straight down on me. This is not the first time this has happened. This surgery has absolutely no patient care at all. Rude and incompetent staff who cannot even answer a phone courteously, let alone check their systems to process prescriptions within their own set timescales. Getting an appointment is almost impossible, I've tried over 200 times to get through at 8am before now.
Visited December 2022
Review titled Royal Primary Care Chesterfield West
Replied on 12 December 2022
Dear Patient Thank you for your review. We're really sorry that your call was disconnected after waiting 20 minutes to speak to one of our call handlers and that you feel the customer service you've received from us hasn't been great. This certainly isn't the service we aim to provide. If you're able to give us more information, we can look into this further for you: https://www.rpcchesterfield.co.uk/complaint-compliment--concern-form Kind Regards, Royal Primary Care
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Review titled Hung up on after half an hour on hold.
Rated 1 star out of 5
by Julian Taylor - Posted on 13 December 2022
Not spoke to anyone been 1 minute in the queue for 30 mins and automatically hangs up the phone. Now I have to try to dial 100 times before I can get through to someone it's shocking
Visited December 2022
Review titled Royal Primary Care Chesterfield West
Replied on 19 December 2022
Dear Julian Firstly we'd like to apologise for the experience you've had with trying to get through to the surgery. The estimated wait time being given to patients is currently incorrect. We are really sorry for the inconvenience this has caused and we fully understand how frustrating this is for our patients. Rest assured we are working alongside our telephone provider to try and rectify this issue. Kind Regards, Royal Primary Care
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Review titled Myself and my husband
by Endeavor22 - Posted on 26 December 2022
Not able to make appointment after 30 minutes of trying to get through. Alternative offered was to ring 111 and then receptionist put the phone down. This service is seriously failing and needs to be addressed as I believe that there will be a number of people out there who are suffering as a result of this poor service! Interestingly, we have hosted a family from Ukraine and they have told us about people going back to a country where there is a war because they can’t get seen here by their GP’s!
Visited December 2022
Provided by Care opinion
Review titled Royal Primary Care Chesterfield West
Replied on 10 January 2023
Dear Patient We are truly sorry that you are unhappy with our services and that we have been unable to meet your expectations. We are currently experiencing unprecedented demand across the healthcare system as winter illnesses take hold, and services are struggling under the pressure. We are shocked to hear that the receptionist terminated the call. All of our calls are monitored and we are able to listen back to the calls. If you would be happy to provide us with more information, we can investigate this and get back to you with a formal response as to why this happened. Please fill in the following form if you would like us to do so: https://www.rpcchesterfield.co.uk/complaint-compliment--concern-form Kind Regards, Royal Primary Care
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Review titled Absolutely Non Caring Settings
Rated 1 star out of 5
by Anonymous - Posted on 19 November 2022
First of all - within past 2yrs/3yrs (from Covid-19 until now. My regular Dr, who did mostly good (who saw me monthlys aswell as phone calls) (then phone calls due to Covid-19 restrictions) until this.... When my regular Dr who left the Surgery - Service I've had now Basically Nothing, No Regular Appointments. Even now after Covid-19 Restrictions - still Extremely Bad Services Without Regular Appointments, Non Consistently Care. Second of all. November 2022. My Enablement Support Worker phone up Dr Surgery, the worker Weren't Impress that we had to wait entire Week for like mh Assessment etc. A week later (without any Appointment Time apart from day) I had phone call from mh (Mental Health) nurse, I did inform that phone were breaking up at the beginning of consultation, mh Nurse did repeat what I said. Instead of saying right I will phone you back. The Mh Nurse kept on having consultation, I kept saying phone breaking up, half of the time I didn't get the gist what being said due to phone line still breaking up. Next second Phone line eventually cut off. Mh Nurse Did Not phone back at all. The call lasted approx under 5min. I then informed the Worker who made the appointment for me - the Worker response were they felt disappointed, angry, frustrated - mainly on my behalf. The worker informed me that they (the worker) rang up surgery following day, asking for the Surgery to phone the worker up to discuss what happens etc. The surgery not phone the worker Back. In my eyes I bet that phone call back possible won't even happened. Verdict of this Surgery Absolutely Jokes, Non Caring, Non Consistent Care. Borderline on Rudeness, Lazy. This surgery gone much More Downhill Over The Years. I were with yourself at Ashgate from 2007 ish - I had Much Better Services Back Then. Even when Dr left for Maternity Leave or Leave to work somewhere else, each Regular Dr made sure I would received the same Kind Consistent Service with regular Appointments with different Dr (end up with another regular) til my Main Regular come back after Maternity. Now 2022 I'm extremely seriously thinking of changing surgery.
Visited November 2022
Review titled Royal Primary Care Chesterfield West
Replied on 30 November 2022
Dear Patient Thank you for your review and feedback. We're really sorry to hear your views on the service you've received from the surgery and that you are thinking of changing surgeries. Without further information it is difficult for us to provide an answer as to why these things have happened. We would really encourage you to fill in the following form here: https://www.rpcchesterfield.co.uk/complaint-compliment--concern-form to provide us with your details so we can look into these issues and address them formally for you. Kind Regards, Royal Primary Care