Inspire Health - Avenue House Surgery
109 Saltergate, Chesterfield, Derbyshire, S40 1LEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Impossible to get appointments
Rated 2 stars out of 5
by Anonymous - Posted on 11 June 2024
I have tried for several weeks to get an appointment using the website. Within 1 minute of it opening it says full to capacity. I struggle to use the phone so this is my best option. Most days the routine appointment slot from 5-6pm doesn't even open.
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear Patient, Thank you for taking the time to leave your comments and review. We are truly sorry to hear of your dissatisfaction towards the appointment system and access to the online service. As we are sure you are aware, the NHS in general but also more specifically Primary Care have been under immense pressures in recent years and the demands on primary care services has been higher than ever with an ageing population with more complex health. Sadly, these pressures are felt across primary care. We would however like to assure you that the system has been working fully and as it should be and has opened every working day as expected. The practice has provided a large number of appointments each working day following submissions form patients using the system. However, due to the demands and pressures, on some days, the service does close off soon after opening due to capacity limits being reached. There are however some days over the last couple of weeks where capacity has not been reached as quickly and the service has remained open for an extended period of time. We are however sorry for any inconvenience you may have experienced. It is appreciated that obtaining an appointment is not as easy as it once was some 20 years ago but please be assured the practice is working very hard in meeting the needs of as many patients as it can. Please be patient and keep trying as promptly as possible to the service opening. If we have misunderstood any of this or you would like the practice to look into your matter more specifically, please do contact the practice and raise a complaint/feedback. Warm regards, Jamie Inspire Health Management Team
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Review titled Excellent Treatment
Rated 4 stars out of 5
by David Ayres - Posted on 13 June 2024
I had a sympathetic interview over the phone with the Doctor. Two days later I went for blood tests and was given the results of the tests by the same Doctor at 8:30am on the following day. Very quick and efficient.
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear David, Thank you for taking the time to leave your review and comments. We are so pleased to hear you are satisfied with the care provided to you by the GP. We will ensure your review and comments are shared amongst the team which will include the GP involved. Warm regards, Jamie Inspire Health Management Team
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Review titled Dangerously inadequate communications / autism.
Rated 1 star out of 5
by Andy - Posted on 30 June 2024
I was recently sent an email by the practice containing a document which contained some alarming medical content regarding some medication I am currently taking and potential significant adverse affects, especially relating to the kidneys. The document was sent as a stand alone document and contained no accompanying letter or information to explain why I had been sent it, what it was for, if I was at risk of harm, if I was ill, if I required a medication change, should I take any actions etc. Just a seemingly random document which, without any explanation as to what it was for or why it was sent caused me significant distress as I am autistic and have anxiety disorder. I attempted to find out why I was sent this and without any explanation to accompany this by sending several online messages and was told the practice would be in touch within 48 hours. They weren't. I had no other option but to personally visit the practice following this and not one person in the entire organisation could provide the clarity and information I had been repeatedly asking for. I was then told that the nurses etc were not at work that day and I had to wait all over the weekend, still without any idea about this document and the stress this caused was unacceptable. I still do not have any answers from the practice. Once again, the communication and information support needs have not been met and this is despite reasonable adjustments already being in place and the practice being fully aware of my specific requirements. Sending a patient who is autistic a random letter containing distressing medical information relating to them without any explanation is not only incompetent. It is both dangerous and unprofessional. I have been put in a position, through no fault of my own by ineptitude and a lack of attention to detail and common sense from the practice, that has caused untold avoidable psychological distress. If you want relentless barriers and unexpected random issues needlessly created for you by your amateurish G P practice as an autistic patient, then sign up to be a patient at Inspire Health.
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear Andy, Thank you for taking the time to leave your review. We are very sorry to hear of your dissatisfaction. We would like to take the opportunity to highlight that should a patient make a general enquiry, the surgery aims to provide a general response within 48 working hours. If alternatively, a patient chooses to raise a formal complaint or escalate a matter to a formal complaint, there are set responses and timelines that the surgery needs to follow, particularly if the questions raised require input from multiple clinical teams for the management team to be able to answer fully and appropriately. The document you received sounds like a routine medication factsheet and following your contact with the surgery you will have very quickly been given both verbal and written reassurance that the document is not anything urgent. You will also undoubtedly have received clinical reassurance from a GP regarding your concerns. It is unfortunate that our clinical team leads and management staff are not always available to liaise with each other at short notice, however this is indicative of Primary Care as a whole. Given the reassurance you will have received, described above, you will have been politely requested to allow the surgery sufficient time to fully investigate your specific questions and to be able respond in a detailed manner to suit the communication needs you describe in this review. We are again very sorry to hear of your comments that you feel the GP Practice is 'amateurish'. These are certainly not comments we like to hear from a patient and we are disappointed a patient feels this is the case. I do however hope the above has provided some helpful insight as to why it is felt that not to be the case. Warm regards, Inspire Health Management Team
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Review titled Very fast and efficient
Rated 5 stars out of 5
by Richard - Posted on 11 June 2024
From requesting an appointment online shortly after 8am I had a phone call back confirming an appointment the same day
Visited June 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 05 July 2024
Dear Richard, Thank you for taking the time to leave your lovely positive review. We are pleased to hear the appointment system has provided you with an appointment swiftly. We will ensure your review is shared across the team! Warm regards, Jamie Inspire Health Management Team
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Review titled Very Goid Practice
Rated 5 stars out of 5
by Anonymous - Posted on 14 May 2024
I used the online appointment service, completed at 8:10am, telephone call with 9:55am appointment. I saw the nurse practitioner who was very kind and understanding, took time to examine me and explain my symptoms. I didn’t feel rushed and I felt that I had been listened to.
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 20 May 2024
Dear patient, Thank you for taking the time to leave your positive review and comments. We are pleased to hear your experience throughout was good. I will ensure your comments are passed to the Inspire Team. Warm regards, Jamie - Patient Liaison Lead
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 May 2024
I got a call back from the gp within 20 minutes of phoning and managed to get an appointment that same morning. Very impressed as I expected to not get seen today.
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 20 May 2024
Dear Patient, Thank you for taking the time to leave your review and comments. We are so very pleased to hear you are satisfied with your recent experience. This is the service we strive to deliver and it is lovely to hear when patients feel we have done a good job in delivering! I will ensure your comments are fed back to the practice team! Warm regards, Jamie - Inspire Health Management Team and Partnership
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Review titled Friendly staff who listen
Rated 5 stars out of 5
by Bethan - Posted on 29 May 2024
I submitted a request for an appointment for an ongoing health problem and received a phone call offering me a doctor's appointment the same morning.
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 04 June 2024
Dear Bethan, Thank you for taking the time to leave your positive review and comments. We are so very pleased to hear that you are satisfied with the care provided. I will ensure your comments are passed back to the team. Warm regards, Jamie - Inspire Health Management Team
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Review titled Appalling service
Rated 1 star out of 5
by Janine - Posted on 01 May 2024
Daughter tried to request appointment on line at 8.02 but it was full to capacity for the day! I then phoned and was answered 30 mins later,asked for date of birth which I gave and then the phone was put down (not the first time this has happened to me). I phoned back and explained what had happened and was blanked on the matter. The receptionist was curt, unfriendly and asked irrelevant questions. Getting an appointment for sick children(or anyone) is like wading through treacle with many obstacles put in the way as a deterent
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 02 May 2024
Dear Janine, Thank you for taking the time to leave your comments and review. We are certainly very sad to hear of your experience. Unfortunately, the practice (alongside others) have been experiencing telephony issues with the network on multiple occasions and this very much sounds like what you have described. That being said, we feel that if patient identifiers had been provided, it would have been reasonable to attempt to call you back following the call disconnecting. This is the normal procedure that is expected of the admin team and we therefore wonder if the administrator was unable to return the call due to the telephone network issues. We are sorry for any inconvenience this may have caused. If you would like us to investigate this matter more specifically, please do get in touch with the practice. Warm regards, Inspire Health Management Team
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Review titled Great practice
Rated 5 stars out of 5
by Marie - Posted on 15 May 2024
Very helpful and polite lady answered phone, felt listened too and respected, lady explained what would happen and I luckily got an appointment quickly, thankyou
Visited May 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 20 May 2024
Dear Marie, Thank you for taking the time to leave your lovely comments and review. We are so very pleased to hear of this. I will ensure that your comments are fed back to the reception team. Warm regards, Jamie - Patient Liaison Lead
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Review titled Understanding receptionist
Rated 4 stars out of 5
by Anonymous - Posted on 30 April 2024
Received a phone call from a the receptionist to arrange an appointment she listened to me and was understanding of my circumstances and she made me feel I wasn't being an inconvenience when arranging a suitable appointment time. Thank you, very caring and professional
Visited April 2024
Review titled Inspire Health - Avenue House Surgery
Replied on 20 May 2024
Dear patient, Thank you for taking the time to leave your lovely comments and review. We are so very pleased to hear of your experience with the reception team. Although we are unsure which receptionist this is specifically referring to, we will ensure the comments are fed back to the team. Warm regards, Jamie - on behalf of the Inspire Health management team and partnership