Spring Hall Group Practice
173C Spring Hall Lane, Halifax, West Yorkshire, HX1 4JGContact details and opening times
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Reviews
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Review titled Shocking Service
Rated 1 star out of 5
by Nader nasserghasri - Posted on 25 July 2024
After being discharged from hospital had to ring the practice to remind them to have a look at my discharge letter and address my low blood pressure, was told I will get a 24 hour monitor to wear and check my blood pressure,after a week still nothing, rang the practice and waited half a day to be told their systems are down, as usual was told to go to Aand E, they seem to be there just to keep buffing patients away, today the excuse was the system is down.Ridiculous.
Visited July 2024
Spring Hall Group Practice has not yet replied.
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Review titled Very frustrating and stressful process
Rated 2 stars out of 5
by Robin Clark - Posted on 11 June 2024
I have been trying for almost 2 weeks to get a repeat prescription. the tablets I need only 3 or 4 times a year so the few I have left are out of date. if I don't take them quickly I get a really bad head ache but one tablet stops it developing. I tried the system online and got no response. Then tried Patchs and got no response for a week until I was told I needed a review so book an appointment. Case then closed. Tried again case closed as there are no appointment slots. Tried Patchs again just after 8 am. No appointments so case closed. It is very time consuming and stressful to have to go through the cumbersome Patchs process with no result. My experience of this practice is that once you can get to speak to one of the medical staff they are excellent. Likewise most of the admin staff. As it stands an awful lot of time must be spent going through Patchs messages without actually sorting out the case. But the records shows that the request has been dealt with so all is well with the world. But in my case it hasn't been dealt with but it could easily be- I have explained why I need the prescription and it has been prescribed in the past by a doctor. Just issue it....please
Visited June 2024
Review titled Spring Hall Group Practice
Replied on 11 June 2024
I am sorry that you have had difficulties requesting your prescription via Patches I have reviewed your request and note that as this is an item you have not had often the initial advice was to book an appointment, however all appointments for that day were full. Spring Hall Group Practice continue to do our utmost to improve the service we provide. We have recently had new phones fitted which allow patients to request a call back if they are past number 5 in the queue We have on average 20 people answering calls at our busiest times, from 8-10 am each day to deal with the queues as quickly as possible, and they will continue to assist when required throughout the day. We also have assigned members of reception dealing with the requests received via Patches or online access each morning. Unfortunately, we are not an infinite service and once all of our appointments are full, we are unable to continue squeezing more appointments in. I am sure you can appreciate this. The reception staff are trained to use new software which assists them to signpost the patient to the most appropriate service utilising the numerous ARRS roles across Central PCN, from physicians associates to podiatrist to first contact physios. We also encourage staff to signpost to the pharmacy first referral service and Community pharmacy referral service. If the result of the signposting is an appointment is needed with a clinician at the practice, but those appointments are already full, they will advise the patient to contact the next day We always provide appointments in line with GMC safe working practice for GPs and we ensure we are providing above gold standard number of appointments in line with BMA guidance. This is reviewed each month to ensure we continue to do so. All of our appointments are bookable via the phone, online , patches and face to face at any of the 5 sites, and some days they do book quicker that others however since we made the decision to open the appointments to face to face or telephone at the patient's choice where appropriate, we have found that we often have appointments available later in the day. I am sorry that in these instances that all of the appointments had been taken by the time reception dealt with your request. I note the initial item has now been prescribed however if you still require an appointment please do continue to contact the surgery via one of the options listed above to gain an appointment.
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Review titled Horrendous.
Rated 1 star out of 5
by Kelly - Posted on 28 May 2024
I am absolutely someone who is for the NHS and have previously had a good experience but this service with the gp is absolutely horrendous. They will not give you an appointment. I got clawed by a cat. I went to the pharmacy in the first instance, who advised I needed to call 111 to see an out of hours GP for infection. I call them and they agree I need to see the Gp. Then they close the case. I return to the pharmacy as it is not an emergency for a&e. The pharmacist is concerned they closed the case and yet again ‘you need to see the gp’. I wait until the end of the bank holiday. 8:05 - call gp, you are number 30 in the queue if you can use an online service please do so. I complete the patches online service to then have the case closed. I call the gp - we have no appointments and you can have one on the 6th of June (over a week later!) er, it’s an infection it wont just hold on a week 🙄 How is anyone meant to use this system?! We are constantly told to avoid going to a&e but how on earth are people going to get seen?! This is beyond a joke!
Visited May 2024
Review titled Spring Hall Group Practice
Replied on 11 June 2024
I am sorry that you are unhappy with the service you have received at the practice. I note that you tried to use the alternative services, pharmacy and 111 before trying to contact the surgery, and you state they advised you needed to see a GP. We are a bookable service and as you have stated by the time you contacted the surgery all the appointments for that day were taken. Unfortunately, we are not an emergency service and as such we do not have the ability to add extra appointments when the clinics are fully booked. I am sure you can appreciate that the day after a bank holiday is always one of our busiest days, however our new phone system should have offered you the option to request a call back if you were above number 5 in the queue. I am sorry that even though you took the time to complete a PATCHS request you were advised that we were fully booked. All of the available appointments are bookable by via phone and PATCHS and the online booking which i am sure you can appreciate means they do fill up quickly. Reception staff are trained to care navigate patients to the most appropriate service for their issue to ensure appointments are only taken up by those who cannot be helped elsewhere. I am sorry that in this instance there were no on the day appointments left for you to book into.
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Review titled Frustrating dealing with this !
Rated 1 star out of 5
by Rosie in disbelief - Posted on 05 April 2024
Denied a call back to discuss blood results taken 2 weeks ago. Was told I’d be called with the results by the phlebotomist in 1 week. When asking for appointment told by receptionist that my results were ‘satisfactory’. Satisfactory for whom? I could not make a informed decision or make life style choices for my health with a ‘satisfactory’ I enquired further and was told to come to the practice to fill out a form (only time they want to see you in person it seems. Do that I could access another (!) part of their system to get blood results. I’m already on patch’s but that’s no good for getting results (what is it good for? ) So I attend and bring my passport (just in case wasn’t told to do so by the receptionist this morning) and sure enough I needed my passport. Let me remind you I’m wanting my blood results and I’m not attending in person with a valid ID. It turns out I’m already on the systemonline but just need a valid email address which I pass on to the receptionist along with my passport. I’m still just wanting my blood test results. So I’m sent a link to verify my phone number which I do. I’m told they can’t give me most blood test results but I ask for my pre diabetic one which is in the pre diabetic range! What is the point of doing a test if you refuse to advise patients based on the results. In my view this is unsafe practice. What were they waiting for? When we’re they going to tell me? Should I have to go through this amount of stress to get to my information on multiple systems. I’ve applied for the nhs app but that could take a few weeks to set up I’m told. All found very poor practice. The results today were very ‘unsatisfactory’
Visited April 2024
Review titled Spring Hall Group Practice
Replied on 10 April 2024
I am sorry that you were unhappy with your recent experience at the practice. I would just like to try to respond to a few of your points raised. The phlebotomist should have advised that your result should be back in one week and if there are any issue you will be called, we do not routinely call all normal or satisfactory blood results. The reception staff are trained to relay messages added to the system by the clinician who has received and reviewed your blood results, you were invited to complete the online access form which will them enable you to review all your bloods test previous and future. All of our appointments are now open for the patient to choose if they would like to be seen face to face or have a telephone appointment. Request for full online access do require photo ID for your security and I will remind reception that they should always advise a patient of this requirement. the surgery them have 28 days to review your request and action it. As I have responded to your other review please contact the secretaries so I can review your access request
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Review titled Dr feedback
Rated 3 stars out of 5
by Victoria - Posted on 02 April 2024
I would like to say Dr loh is a very nice doctor he is kind and listens to you and keeps you updated on your test results I appreciate everything he is doing to help me with my health.
Visited April 2024
Review titled Spring Hall Group Practice
Replied on 11 May 2024
We would like to thank you for taking the time to post this review, your comments have been shared with Dr Loh and the wider team.
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Review titled Efficient and professional receptionists
Rated 5 stars out of 5
by Mary McFadzean - Posted on 07 March 2024
This practice have had to make considerable changes to the way they operate on account of limited resources, including medical / nursing staff . It is to their credit that they are turning themselves around and trying very hard to provide an excellent service which is all the more important at the first port of call .. reception . Since the merger these girls have worked tirelessly to consider patient needs, provide support and guidance and have made a genuine effort to lift the standards of the practice against some very difficult obstacles. The job of reception is stressful and often over- looked when praise is due . It takes a degree of courage, following Covid, to manage patient expectations, on a day to day basis and to work towards the best outcome, each and every time there is an interaction, with us, as patients . But they do just that. We would all do well to remember this . Today reception helped me secure a face to face appointment after I did but get the advice I required from the telephone consultation . They could not have been more apologetic and understanding . Excellent service .
Visited March 2024
Review titled Spring Hall Group Practice
Replied on 07 March 2024
We really appreciate you taking the time to post this review. All comments are discussed across all of the teams. It means a great deal to the practice to hear that our efforts are being appreciated
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Review titled Thank you forever for saving my life
Rated 5 stars out of 5
by Nettie Noo - Posted on 24 March 2024
Springhall Surgery, together with my wonderful husband who force me to make and appointment, when I just wanted to stay in bed, saved my life on 11 March ‘24. I was diagnosed in less that a second, in the eyes of the 2 paramedics working out of Springhall Surgey (the new sepsis recognition process followed and confirmed they were correct). I will never forget the look of horror when they first saw me heavily supported by my husband, as I walked towards them, that look immediately turned to compassion and diagnose - it was incredible, because at that moment I didn’t care - I just wanted to go home and my husband wouldn’t let me (I wouldn’t have even be able to stand without him). I’m normally fit and well, and I think even the patients realised something was very wrong - the kind lady sitting next to my husband urged him to let reception know that I needed to be seen urgently. Thankfully, I was then called (it turned I was there for my annual blood) test a not my GPs appointment (my fault - I was slightly confused when I took the 2nd telephone call). Since that consultation I was transferred by ambulance to A&E, the HDU, Acute Ward & Respiratory ward, before being discharged to the new Respiratory Virtual Ward (at home) and from there discharged 1 week later with my breathing back under control. I then needed further reassurance from Spring Hall on a couple occasions - and they gave me that reassurance I didn’t. I will be forever grateful to them for saving my life and providing the ongoing support I need. Thank you.
Visited March 2024
Review titled Spring Hall Group Practice
Replied on 10 April 2024
We really appreciate you taking the time to post this review. All comments are discussed across all of the teams. It means a great deal to the practice to hear that our efforts are appreciated and patients are experiencing positive outcomes
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Review titled Shocking
Rated 1 star out of 5
by Alistair pugh - Posted on 31 January 2024
My wife has been trying to get an appointment for some time, and all they say is no appointments available, they told us to call 111 so we did and 111 said we needed to call back our surgery, so we did and they said we had to do it online, so we did then the receptionist said that because of her symptoms she would have a pharmacist give her a call, and he did and said that she most likely has a fungal chest infection that would not clear up without antibiotics and to call her GP to speak to a doctor, we said that we had tried that several times, so they advised us to call 111. Before Rosegarth joined this terribly run spring hall group, they were an ok surgery, but now we feel that in order to keep our family safe we need to leave and join another practice. I said to the receptionist “does my wife have to die before she can see a doctor” her response was “yes or does seem that way” Join this practice at your own risk
Visited January 2024
Review titled Spring Hall Group Practice
Replied on 05 February 2024
I am very sorry that you had difficulties getting an appointment with the surgery. As I explained to you today, we are a bookable service and once all of our appointments are booked then the surgery will signpost to 111 if urgent or 999 if an emergency. We are unfortunately not an infinite service. Because we have limited appointments, we do insist that our reception staff care navigate every call to the most appropriate service and I am sorry this was not done in this instance. I have discussed the complaint with the reception team manager and this will be picked up on the next training afternoon. I also reviewed the call in question. The receptionist did offer several alternative ways to get an appointment but was unable to offer one that day as they had all been taken. She also checked to see if there were any available in the respiratory hub unfortunately they had also all had been booked for that day. I am sorry that she responded in the manner she did when asked " does my wife need to die to get an appointment". I can understand your frustrations however reception staff can only book the appointment which are available to them. If you would like to discuss this further please feel free to contact me at the surgery
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Review titled Spring Hall practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 February 2024
Thank you for your excellent service, the only issue we couldn’t resolve a request for summary sheet was unavailable this would have a clearer picture for the benefit agency.
Visited January 2024
Review titled Spring Hall Group Practice
Replied on 28 February 2024
Thank you for taking the time to port this review. I am sorry they were unable to give you a summary sheet when you requested it however if you register for online access you would be able to review this whenever you want. Please ask at reception to organise your access.
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Review titled Absolute shambles
Rated 1 star out of 5
by Michael Lovelady - Posted on 24 January 2024
No one knows what everyone else is doing at this surgery now, it used to be quite a good surgery but since they have become a 'group' it has steadily gone downhill. I received a text message on the Patch's system informing me I will receive a telephone appointment from a doctor in a week's time to discuss my blood tests, bearing in mind I have been extremely poorly for a good few months. On the day of said phone appointment nothing happened so I rang the surgery asking why, they didn't have a record down of any phone call taking place for myself and the doctor in question was not even in the practice that day, when asked if I could have another doctor contact me I was informed that they hadn't any more telephone appointments available for the rest of the week, so they were full up solid for two and a half days. This is totally unacceptable and a very very poor service.
Visited January 2024
Review titled Spring Hall Group Practice
Replied on 06 February 2024
I am sorry you have had this experience. A clinician will contact you today to discuss your blood results and the issues you have raised.