Compass House Medical Centres
King Street, Brixham, Devon, TQ5 9TFContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Compass House Medical Centres.
Reviews
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Review titled Great service
Rated 5 stars out of 5
by Alex - Posted on 14 August 2024
I visited this surgery today for a blood test and to get help on a prescription. The nurse and receptionists were brilliant - friendly, polite, and helpful. Everything was quick and went smoothly. Thank you.
Visited August 2024
Review titled Compass House Medical Centres
Replied on 16 August 2024
Dear Alex It's great to hear that our Nurse and Care Co-ordinator made your experience positive. Your feedback means a lot to us, and we'll be sure to share it with the entire team. Many thanks & best wishes Emma Patient Liaison Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Jane Gorman - Posted on 15 July 2024
My husband was very poorly last week and a nurse visited on several occasions - she was so professional and supportive and organised an ambulance after consulting the GP. She kept us in the picture all the time and phoned many times from the surgery. The ambulance hadn’t arrived as requested and I had to advise the surgery the next day. The same nurse immediately phoned them and within an hour they arrived. Can’t thank her enough for the support and care she gave my husband (and me) when we most needed it - total dedication. Thankyou Compass House.
Visited July 2024
Review titled Compass House Medical Centres
Replied on 16 July 2024
Dear Mrs Gorman Thank you for taking the time to leave this review. We're glad to hear that our nurse provided the professional and supportive care you needed during a difficult time for you both. Our staff work hard to provide the best care possible, and your kind words are truly appreciated. We will share your appreciation with our nurse and the rest of the Compass Team. Many thanks & best wishes Emma Patient Liaison Manager
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Review titled So disappointed
Rated 1 star out of 5
by Joanne - Posted on 11 July 2024
It’s practically impossible to get through on the telephone. Today I called twice, each time I sat on the phone for 30 minutes before being cut off both times. I ended up driving to the surgery to inform them of a prescription error. Won’t go into detail here. Was told that there was nothing they could do, offered a solution that could take days and to call 111 if it was urgent. This is not the first issue I’ve had.
Visited July 2024
Review titled Compass House Medical Centres
Replied on 12 July 2024
We're sorry you’ve had difficulty getting through on the phone this week and your call cut off. Our cloud based telephony system has had intermittent problems which have affected all GP practices in South Devon. Issues include calls not connecting, getting lost within the system and calls dropping out the system after being on hold for a period of time, which we understand is really frustrating. Our telephone company have been working hard to resolve the issues and assure us it is now working as it should. I'm also sorry to hear you've had an issue with your prescriptions. If you would like me to look into this further please contact me at the surgery via phone or our generic email address so this can be investigated. Kind regards Emma Patient Liaison Manager
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Review titled Really Lovely General Practice
Rated 5 stars out of 5
by Diane Swindells - Posted on 25 July 2024
Both I and my husband are so pleased with Compass House Medical Centre. We find that if we need an appointment we make sure we explain in details any new or worsening medical problem. We are so grateful to all the team at Compass house for their kindness and support and the lovely way they have looked after us both. I saw a doctor today and she also was lovely. All the team are lovely. We are so impressed with the kindness and care we have both received with both new or ongoing health problems. A very big thank you. xx
Visited July 2024
Review titled Compass House Medical Centres
Replied on 26 July 2024
Dear Mrs Swindells Thank you so much for your lovely comments. We are pleased to hear that both you and your husband have had such positive experiences at Compass House. Our team strives to provide compassionate care, and it’s great to know that our efforts have made a difference for you. I've shared your comments with the Compass House Team. Thank you once again for your kind feedback. Warm regards Emma Patient Liaison Manager
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Review titled Excellent Practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 June 2024
I have been having a little difficulty with my heart condition but Compass House have been very helpful and supportive. I have had difficulty getting a response from the Cardiology deopartment at the hospital. When I explained the problem to Compass House they stepped in, contacted the cardiologist on my behalf and got a response almost immediately enabling them to start a trestment plan. They have always provided an excellent service to my wife and I.
Visited June 2024
Review titled Compass House Medical Centres
Replied on 27 June 2024
Thank you for your feedback. We really appreciate you taking the time to leave this review and your comments will be shared with the wider Team.
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Review titled Unable to access online services at suitable hours
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2024
I have recently joined Compass house and I am very dissapointed with their systems. I have had a blood test. No one got back to me about my results and I am unable to access the online services as they are only avaliable between 8am-4pm which is ridiculous. I work full time and I am unable to access this during these times. This system is not set up in anyway to help working people. I had to wait over half an hour to speak to someone on the phone about my results.
Visited June 2024
Review titled Compass House Medical Centres
Replied on 27 June 2024
Thank you for your feedback and we are sorry to hear you are disappointed with our services. We understand your frustration with the 8am-4pm hours within KLINIK and are working with our provider to enable us to keep some options open for longer, which should be developed over the next few months. As it was results you were trying to access, we would recommend using the NHS app for this which is available 24/7 to patients. The NHS app also has functionality to order and track repeat medications, view test results, book some appointments, and view your medical records. As a Practice, due to the high volume of results we process, we typically follow up directly only with abnormal results, but advise all patients to check results online a few days after having their tests, or call us between 8am and 6pm were the Care Coordinators can advise on the results if a clinician has commented and reviewed them.
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Review titled Very good practice
Rated 5 stars out of 5
by Anonymous - Posted on 10 June 2024
Always received the highest level of care and seen at short notice. I was experiencing severe sickness and was seen too the same morning I filled out an online form. All staff extremely polite and professional, they are all willing to go above and beyond for you.
Visited May 2024
Review titled Compass House Medical Centres
Replied on 10 June 2024
Thank you for your kind words! We are delighted to hear that you received prompt and attentive care. Our team strives to provide the highest level of service, and it’s great to know that our efforts have made a positive impact on your experience. We appreciate your feedback, which I will share with the Compass Team. Kind regards Emma Patient Liaison Manager
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Review titled Difficult reception
Rated 1 star out of 5
by Lea-ann Curtis - Posted on 01 May 2024
Extremely difficult to contact via the phone. Then receptionist are unhelpful and abrupt. I realise they get complaints but can not wonder why when the process for patients is so frustrating. Expected my 86 year old mother with chronic copd to get a taxi to her nurse appointment! I can register my mother as housebound but was told “abruptly and firmly” that if they dare see my mum outside they will strike her off their records!… Then got cross with me when I said I was shocked at this. Seems as if I’m asking for the world… elderly patients paid in their taxes national insurance etc only to be treated like this. My mum is so polite and gets tearful with the process of “trying” to get appointments yet whoever I dealt with today had no compassion. Saying she doesn’t make the rules! Why are g.p.’s guarded like this? Since covid we can’t seem to get hold of or see one in person. Yet the waiting room is empty at my surgery. All the online business is not useful to older people. This pushes people to block up a&e. The system is broken! Government need to sort this! Meantime I shall try dressing my mums infected wound myself. To keep saying they’re busy is not good enough. Makes me feel unwell with the sheer stress of it all. Poor customer service and care at this surgery, I felt spoken down to today. Hope their loved ones are not registered there. An apology is unlikely but how they keep a clear conscience is beyond me.
Visited May 2024
Review titled Compass House Medical Centres
Replied on 02 May 2024
Dear Ms Curtis Firstly I want to apologise that you found a member of staff unhelpful. Our team members strive to offer the best possible care, despite challenging circumstances where demand is much higher than capacity. Empathy and understanding are foundational aspects of the care we aim to provide, and it’s disappointing to hear that you felt your recent visit didn’t reflect this. The staff here are very caring in nature, and I know that this would not be their intent and I'm certain would be very sorry to read this. Regarding District Nurse visit/referral. Due to high demand they have a strict referral criteria, and if a patient is able to leave their house (independently or with the help of a carer/relative) then the District Nurse team are unable to take the patient onto their caseload. We understand patients/relatives’ frustration but this is outside of our control and the District Nurses have to implement this criteria to enable them capacity to visit all the patients who are completely housebound. I’m sorry to hear that you feel patients aren’t being seen face to face since COVID. I’m not sure if you’re referencing this surgery or your own, but I would like to reassure you that we are seeing many patients each day. Last month across the surgery we conducted a total of 7,420 face to face appointments, and 3,385 telephone appointments. We have three sites and if a waiting area is quiet, this doesn’t reflect the amount of work that is going on in the background, or other waiting areas in other sites. Again, I’m truly sorry you have had a negative experience with our surgery. Feedback and complaints are really important to us, and if you would like to discuss this further please do not hesitate to contact me at the surgery. Kind regards Emma Patient Liaison Manager
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Review titled Poor receptionist customer care
Rated 2 stars out of 5
by Mrs jones - Posted on 19 April 2024
After G.P. appt was told would need to have a blood test monitor for use over following week. Receptionist found one - was told £30 deposit. Gave visa card - not able to take cards - I had only £25.00 in cash the receptionist said had to be £30.00. Ironically my appointment was for inability to walk due to pain. So Im supposed to get to a cash machine, find parking, get back to doctors, find parking (within painful walking distance) to get the other £5.00 needed before they wouldalliw me to use their blood pressure monitor. What about a bit of compassion? Surely a £25.00 deposit could have been accepted. I will not be returning for the monitor (although blood pressure has probably shot up due to receptionists unhelpfulness)
Visited April 2024
Review titled Compass House Medical Centres
Replied on 26 April 2024
Dear Mrs Jones Thank you for your review. I'm sorry you were unsatisfied following your recent appointment. With regards to our blood pressure machines, we’re lucky to have a few machines to loan to our patients, as many practices are unable to offer this service. Unfortunately, in the past a lot of our machines were not returned to us, despite several reminders to patients. Therefore, we had to implement a deposit being paid, therefore if the BP machine is not returned to us, we have the funds to source a new machine to be able to continue to offer this service. I have spoken to the staff member, and her recollection was that you had £20 and she advised you our policy was £30 to loan the machine. S he would like to pass on her apologies that you felt she was unhelpful, that was not her intention. I hope this explanation has explained the reason why we have to ask for a deposit in order to loan the machine, but if you would like to discuss this further please do not hesitate to contact me at the surgery. Kind regards Emma Patient Liaison Manager
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Review titled inaccessable
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2023
In attempting to make a routine appointment for an annual checkup, there was no wy of doing this online, which would be the most efficent way instead of waiting for hours on the phone and not being able to make the appointment, as the message says "No appointments are available today" This is not useful. I noticed from their website that they have changed the way appointments are being made, to me it appears that they can not cope with the volume of calls, so not providing the patients with the service they have paid for through their NI contributions. Maybe someone in NHS England needs to look at theway the surgery is being run
Visited May 2023
Review titled Compass House Medical Centres
Replied on 19 April 2024
We value patient feedback, so thank you for taking the time to leave this review. We have now increased the amount of online appointments we offer to our patients. When patients are due annual reviews such as health checks, blood tests, cervical screening, diabetic reviews , if they have a mobile and online access, we are now able to text them with an online booking link. Thank you again for your comments. Kind regards Emma Patient Liaison Manager