Crown Heights Medical Centre
2 Dickson House, Crown Heights, Alencon Link, Basingstoke, Hampshire, RG21 7ANContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Crown Heights Medical Centre.
Reviews
-
Review titled First class service
Rated 5 stars out of 5
by Mrs Wilson - Posted on 17 October 2022
My 99 year old mother who now receives palliative care, has been treated promptly with care throughout the last year. We are grateful for the quick response each time and the staff are doing a magnificent job under such pressure. Well done to all
Visited October 2022
Review titled Crown Heights Medical Centre
Replied on 18 October 2022
Dear Mrs Wilson Thank you for taking the time to post your positive feedback. I'll ensure the team are made aware. Kind regards Paul Butterworth Practice Manager
-
Review titled Gone downhill, delays, queues and not a care!
Rated 1 star out of 5
by David - Posted on 22 October 2022
I very rarely need to see my Dr in fact it’s been so long I don’t even know who my Dr is, not that it really matters as you’re unlikely to see anyone anyway. I’ve attempted to seek medical attention due to an ongoing issue I have with Gout. Each time I try to get help I am always waiting at least an hour in a telephone queue, told to use the stupid eConsult website to which I am diagnosed over the phone?? The last time I asked for more to be done as they had not even offered me a blood test to official diagnose my condition. I felt like I was being fibbed off and even told to go to the hospital?? What a waste of hospital time that would be! Finally after insisting I managed to book a blood test and today I get a text message telling me the appointment is cancelled and to call to arrange another. Why should I have to wait another hour or so in a telephone queue to rearrange a date you cancelled. Customer service is non existent, I feel unimportant and fobbed off. I have lost all confidence in this practice. I strongly suggest either employing more staff or taking on less patients. Bring back the days where I could actually “see” or know who my Doctor is!!!!
Visited October 2022
Review titled Crown Heights Medical Centre
Replied on 28 October 2022
Dear David Thank you for your feedback & I'm sorry that you have been disappointed by the service you have received. Unfortunately because I don't have your full name I will have to respond generically to the points you have raised. There isn't a requirement to see your named GP at the surgery so please don't let that stop you contacting us. If you would like to know who it is then please use the Contact Us page on our web site, ask us the question and we will respond. I'm sorry that you are experiencing a delay in accessing us on the telephone. Like many public services we receive high volumes of calls and our team get through them as quickly and considerately as they can, but unfortunately there are times when there will be a queue. It would appear you have been dissatisfied with the response you have had from an eConsult. I am sorry that was the case but many of our patients have had a positive experience. We would be more than happy to review what went wrong for you if you could use the Contact Us link on our web site with your specific details. I am sorry that you blood appointment was cancelled. Unfortunately our Phlebotomist had an urgent family issue recently which required clinics to be cancelled at short notice. You should have been advised you could also book at the hospital , and I am sorry if that was not the case. Regretably there is a significant shortage of staff and despite our best efforts we have not been successful in recruiting additional GPs albeit we are having some success with alternative Health Professionals. Our contract with the commissioners prevents us from refusing to register patients, and therefore our list size continues to grow. This problem is one faced by all surgeries. Thank you again for raising your concerns and do please contact us so we can investigate your specific ones. Kind regards Paul Butterworth Practice Manager
-
Review titled Great service
Rated 4 stars out of 5
by Anonymous - Posted on 12 September 2022
I called this morning about my son and did their call back service.. someone called me very soon after and I was talking to the doctor within an hour...
Visited September 2022
Review titled Crown Heights Medical Centre
Replied on 05 October 2022
Dear Patient Thank you for your positive feedback which I will share with the team. Kind regards Paul Butterworth Practice Manager
-
Review titled Anonymous unqualified staff taking over from Doctors.
Rated 3 stars out of 5
by Ben - Posted on 25 October 2022
The staff were put out because they incorrectly believed I should not have been allowed this appointment saying it was too soon since the last one. In their words and tone they implied that I was wasting their time. One of them said “you can’t have an appointment just because you want one”. Staff at this surgery rarely tell patients what their job and qualification is and usually don’t give their names. Generally the attitude is impersonal.
Visited September 2022
Review titled Crown Heights Medical Centre
Replied on 01 November 2022
Dear Ben Thank you for your feedback below. As you know I have responded to a direct contact you made to the surgery earlier. For the purposes of responding to this review I can confirm that the staff member you saw was in fact the most appropriately qualified person to undertake an NHS Health Check. She was correct in advising you that you did not qualify for an NHS Health Check as you had one last year, and these are made available for 40 to 74 year olds on a 4 year cycle. The reality is our Receptionist should not have booked you in, but wasn’t fully conversant with the requirements. We appreciate that you found it frustrating you couldn’t have the health check, but I hope my explanation has confirmed why. I’m sorry that you your experience is that our team don’t give their names and role. I have to say I regularly hear our team introducing themselves to patients when collecting them from the waiting rooms but I wouldn’t expect them to lay out their qualifications, however we will remind the team to introduce themselves. Thank you for bringing your concerns to my attention. Kind regards Paul Butterworth Practice Manager