Holmcroft
Holmcroft Road, Stafford, Staffordshire, ST16 1JGContact details and opening times
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Reviews
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Review titled Poor communication and systems
Rated 1 star out of 5
by Rebecca Rodi - Posted on 08 August 2023
I've been trying to get my daughter a medical appointment for 4 weeks now. I've emailed them, used their (rubbish) new system Patches and spent time on hold without success. It's great having a system you can access at all times. Not great when that system has no appointments available. Not great when you email this and get no response. Not great when you try to call again and again and have to hang up due to running out of break time without getting through to anyone. Not great when it is very clear from a system prospective that a child was "granted" and appointment and has still not be able to have one. I've never had this problem with this surgery. I don't know what has happened but it has not improved the service.
Visited July 2023
Review titled Holmcroft
Replied on 07 March 2024
Good Afternoon, Firstly I would like to thank you for taking the time to review the service you received from Holmcroft Surgery recently and I would like to take this opportunity to apologise that you feel let down. We have done a lot of work on our PATCHS system recently with the aim to iron out the initial problems some of our patients experienced during the initial roll out of the system. Hopefully, when you now use the system you will see the improvement, however if you still experience problems or if you wish to discuss any of your concerns further with either myself or one of the other Operations Managers here at Holmcroft Surgery, please contact us via holmcroft.queries@nhs.net and we will get in touch with you directly. With Kind regards, Diane Salmons - Operations Manager at Holmcroft Surgery
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Review titled Clinic used to be good, but have declined in recent years
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2023
Can never get an appointment, always on long queues to get through to a receptionist who then tell you they cant do anything. Now there is a new system to book appointments, but cant even do that as there is nothing available, no I am having to wait for the next day to try and book an appointment. Feel sorry for the older generation who don't have access to a computer to book online, who would find this process confusing.
Visited July 2023
Review titled Holmcroft
Replied on 18 July 2023
Dear Patient Thank you for taking the time to leave a comment on your recent experience with Holmcroft Surgery. I am sorry to hear that you feel disappointed by the service you have received and that you are not getting on with our new online system for booking appointments called PATCHS. We introduced this new system in an aim to cut waiting times on the telephones and as a way of contacting the Practice at anytime as we recognise that not everyone is able to contact us during our opening hours. The PATCHS system has proved to be very popular as it gives our patients the option of completing an online form, which is then reviewed within 24 hours by one of our clinically trained staff and triaged accordingly. If you need to be seen that day, you will be sent a link in order to book an appointment with the appropriate clinician, which range from Urgent Care Practitioners, GP Registrars, GPs, Advanced Nurse Practitioners, Practice Nurses, Health Care Assistants and other visiting clinicians who hold regular clinics here at the Surgery. However, we do understand that not all of our patients can access the internet or may not wish to use this method of communication, therefore patient's can still call the surgery and a member of our Reception team will complete a PATCHS request on their behalf. Our clinicians always endeavour to see patients who need to be seen urgently on the day. If you have any problems accessing or completing a PATCHS request, a member of our Reception team will be happy to assist you with this. Again, thank you for highlighting your concerns and I hope I have been able to address these. Kind regards, Diane Salmons, Operations Manager Holmcroft Surgery.
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Review titled Would not recommend
Rated 1 star out of 5
by Emma - Posted on 18 July 2023
Would not recommend the surgery as the communication is abysmal. Was on hold for an hour and 20 minutes, walked into the surgery whilst still on hold, 2 receptionists at the front talking and 2 staff sat in the back office, when I asked if there was a problem with the phone lines, was told no there’s a wait yet there are 4 staff in the reception area?! Told by health harmony results will be there in a week, told by GP surgery can take upto 6 weeks, explained it wasn’t done by nhs hospital as I am aware of the waits, said no still 6 weeks, spoken to health harmony and they are saying a week. Advised to ring up every few days, who has time to do that when it’s over an hour on hold most of the time? Would not recommend overall due to communication, when you eventually can speak to a GP good service but poor to get to that point.
Visited July 2023
Review titled Holmcroft
Replied on 19 July 2023
Dear Patient, Thank you for taking the time to comment on your recent experience at Holmcroft Surgery. I am sorry to hear it was not a positive one, if you could contact me via email at holmcroft.queries@nhs.net with dates and more details I will look into what went wrong on this day. Yours sincerely, Sameem Anwar, Operations Manager (Reception) at Holmcroft Surgery
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Review titled Not good any more
Rated 1 star out of 5
by Moira - Posted on 06 December 2022
I changed to this surgery a few years ago because they were so good. Since covid it is terrible. I called today as I have had a cough for a couple of weeks and now it is making me heave and bring up rubbish. When I told the young lady she asked had I asked at the chemist. I am 75 years old and know if I need a chemist or a doctor. So she said I needed to go to the chemist then I got a message on my phone to call the chemist. This I did and on talking to the pharmacy it was stated that it was obvious I was having a problem breathing so they have reffered me back to the doctors. What ever is happening when a receptionist knows better than me and the doctors don't seem to care anymore. They don't have more patients than before so why can't we see one.
Visited December 2022
Holmcroft has not yet replied.
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Review titled Reception staff not helpful
Rated 1 star out of 5
by Anonymous - Posted on 28 September 2022
I called for a telephone consultation with a dr and later towards the end of the day after waiting all day got a text to saying cant do your call today will call you tomorrow. I tried to call you but dont take phone calls all of a sudden on a tuesday between certain hours. Its protected training time, ive never know a gp surgery have so much training time and obviously not customer care!! So i emailed you to say but im at work tomorrow and cant just answer the phone but no reply. So next day i miss phone calls from dr as working. I called up towards the end of surgery when i was free to see if they could ask the dr to call me back please, answer no its ur fault you didnt answer your phone. But you made me wait a day and not call back when i was off but cant at least ask the dr. Ring again tomorrow do you think i just sit at home every day and have the time to call first thing then sit on the phone for 20 minutes to get through then wait again all day, no i go to work. So ive got to wait till im off next week to try again. Receptionist very unhelpful unwilling to try to help me out when you cancelled my appointment and just rebook expecting me to be sitting at home the next day. This service does not help working people and at first she refused to tell me who the manager was when i asked as wanted to email a complaint to them.
Visited September 2022
Review titled Holmcroft
Replied on 13 October 2022
Thank you for taking the time to leave feedback on your recent experience. If you could please contact me directly by email to holmcroft.queries@nhs.net and addressing it to Diane Salmons, Operations Manager, I will listen to the telephone calls relating to your experience and provide you with a written response. In particular I am concerned by your comment about not being given my name in order to contact me regarding your complaint as all staff are fully aware of the complaints process, so If you could contact me with your details I will listen to the call and address this with all concerned. Diane Salmons, Operations Manager at Holmcroft Surgery