Kearsley Medical Centre
Jackson Street, Kearsley, Bolton, Lancashire, BL4 8EPContact details and opening times
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Reviews
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Review titled Disappointing
Rated 3 stars out of 5
by Brian - Posted on 06 August 2024
After being advised by text , of my up coming Annual review I was asked to make an appointment. While waiting at No. 9 in the queue on the telephone I was recommended to book my appt.”on line” for convenience. On attempting to do so Kearsley Medical Centre web site advised me that on - line booking of appointments was not possible !!. This was a similar response both from the NHS website and a System on Line website which I often use for ordering prescriptions. Explain Why ordering an appt. on line is not possible when you actually advise it ??? Please advise, and also without the usual abject apology which seems to be a standard response these days.
Visited August 2024
Review titled Kearsley Medical Centre
Replied on 11 August 2024
Dear Brian, Firstly, I am sorry to learn that you are unhappy with the care that you have received from the practice and the distress the situation has caused you. I am grateful that you have brought this to our attention. The practice takes all complaints seriously and your complaint has been investigated in line with our complaints procedure. This involved me looking at our website and listening to our automated message on our telephone system. Our automated message does suggest patients go to our website and complete an online triage form to request an appointment. This is to provide a quick service for our patients that is fully online. On our website homepage there is a large yellow box at the top advertising our new appointment triage system to patients. This has a link that takes you to our appointment page that explains in full our new system and how you can obtain an appointment by completing an online triage request form. Half way down this page is a blue box which when selected generates a new request form for online triage. When this is selected you will be given two options - urgent or not urgent. We would deem an annual review appointment as not urgent, and complete the questions. Once submitted, a GP triages the request and allocates appointments with the appropriate clinician and can send a link to your phone so you can book a time slot of your choice, or for the nurses appointments can book this directly for you. When we have reached our safe capacity for the day, the online triage forms are switched off until 8am the following day. We do not have the access to add this online triage form to the NHS website, and currently Systmonline does not allow us to add our practice triage forms. These forms are only available via our practice website. I have included a direct link here: https://systmonline.tpp-uk.com/2/OnlineConsultation?OrgId=P82007 We also have other forms for admin or blood test requests, that will save patients having to ring the surgery. Following a complaints investigation, findings are discussed with the team to determine any learning points and implement any changes. On this occasion i have fed this back to our Triage team to look into getting the online booking form for appointment requests added to our systmonline website. I am sorry for the distress that this situation has caused you. We are appreciative of you bringing this to our attention and providing us with an opportunity to learn and make any necessary changes going forward. Please do not hesitate to contact me at the surgery if you feel that you need to discuss this further.
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Review titled Ridiculous Appointment System
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2024
Trying to get an appointment for our 3 week old daughter only to be told we cannot book an appointment over the phone and have to do it online, that would be fine if it worked or if we knew how to use it!! I notice that the replies to other complaints have stated that a receptionist would help complete the form or would offer advice, no such service was offered to us! We were just told sorry we can't help go book online! Absolutely ridiculous when you have a sick newborn who is now being seen in urgent care when she could have been seen by a GP had we been able to book an appointment! The medical centre should be ashamed of the new system, it is disgusting that we cannot speak to a human being or book an appointment when we cannot do it with their not fit for purpose online rubbish!
Visited June 2024
Review titled Kearsley Medical Centre
Replied on 17 June 2024
Dear Anon, thank you for your feedback. We are sorry you and your child had a poor experience from the surgery. Total Triage is a new approach recommended by NHS England, to improve accessibility to Primary Care services. The main objectives are to enhance the quality of care our patients receive, to ensure that they are given the most appropriate appointment or advice to meet their needs and that this is done in a timely way. All patients will complete a short form, either via our website, or by the reception team who will complete this form on the patients behalf. This is to ensure that our patients who are unable to access the internet or do not have a smart phone have the same accessibility. We are sorry that on this occasion this did not happen. The form is triaged by the triage GP who will decide which member of our healthcare team is best placed to help, the most suitable time frame for the appointment and whether it is best suited to be via telephone or in person at the practice. The new system also aims to reduce the 8am rush on the telephones, as patients can bypass our reception team and access the forms themselves via our website and at their leisure. Already, the practice has seen an increase in capacity with more appointments available to patients within a shorter time frame. We have to put capacity limits into the system so that both patients and staff are safe. We hope to support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time. We will, of course, provide additional support to those patients who are unable to use online resources. We continue to advise that if you cannot use the internet for any reason, please call us – we will enter your details into our website for you. This may take longer than our previous system, so please be patient. We apologise again that on this occasion this support was not offered to you. Our reception team have been spoken to and advised they must complete forms on behalf of patients who are not able to, we will take your feedback on board to aid our future training.
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Review titled Disappointed
Rated 2 stars out of 5
by Suzanne schofield - Posted on 04 July 2023
My daughter has been on medication since birth. We have never had a problem with getting prescriptions until the last couple of years. They tell you it will be at the chemist but they have no knowledge of it. I have been in both the chemist and the health centre when many other people are having the same problems. Was told to get a review by the GP but someone else called me who could not make a decision so they would have to speak to the GP. Why not just get the GP to call me directly. Then after the member of staffing spoke to the GP they called me back and said I needed to have a GP review directly. The GP wants to send my daughter to a specialist but doesn't know which sort of specialist. To see a specialist will involve a long wait and I know we will be fobbed off by them. Please do not waste my time and have my daughter stressed out for no solution. Very disappointed and fed up.
Visited July 2023
Kearsley Medical Centre has not yet replied.
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Review titled Great nurse
Rated 5 stars out of 5
by Sheila Wilson - Posted on 17 March 2023
I very rarely go to the doctors unless absolutely necessary as I really don't like going but the nurse I saw was brilliant. I managed to get an appointment for the Same day and had an ecg the following day. The nurse completely put me at ease and had all the time in the world to make sure I was happy. Wouldn't hesitate to recommend . Thankyou
Visited March 2023
Review titled Kearsley Medical Centre
Replied on 10 May 2023
Thank you Sheila! we use all feedback to help improve our services. This positive feedback will be shared with the nursing team
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Review titled A Medical Practice under pressure
Rated 3 stars out of 5
by Anonymous - Posted on 09 December 2022
Coping with the ever present waiting time be connected to the surgery by phone and frequently cut off after waiting and needing to redial again I tried the automatic booking system rather than wait for a receptionist. After the preamble of ‘ advice” I was asked simply to enter my D.o.b. which I did choosing 6 digits ( ie day 2 digits, month 2 digits and year 2 digits ) It did not recognise my details although a member of this practice for 50 years ! I tried again using 8 digits (using 4 digits for the year ) .Again it did not recognise my details. This with a recently acquired new telephone On ringing again to reach an assistant I was told she did not know what format the date of birth should be entered and I asked her to find out while I waited. The eventual answer was “ it should be 6 digits”. I was a little surprised she did not know her own system I eventually got an appt the long way around so I am not surprised the practice is always busy with long waiting times for which they apologise as standard in the preamble! Their system lets this practice down in my opinion.
Visited December 2022
Review titled Kearsley Medical Centre
Replied on 21 December 2022
Dear Patient, Many thanks for your feedback. First, I wish to apologise for distress this situation has caused you. As i understand it you are unhappy with our telephone system and our patint partner appointment booking system. The practice has undertaken a full investigation into the complaints you have made. This involved me listening to our answer message and speaking with the reception team. I can confirm the automated boking system requires you to input your date of birth in 6 digit style. I am unsure why on this occasion it has not worked for you. The answer machine message offers a variety of messages and advice to patients with differing issues. These are numbered. This is to reduce the call wait time for patients as they can choose the best option that suits their request. We also offer online services which enables you to book appointments online without telephoning the surgery. If this is something you would be interested in please complete a form from reception for access. We hope this helps, if you have any further issues please do not hesitate to contact Practice Manager Stacey Walsh, at the surgery, who will address your concerns.
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Review titled Poor Appts system
Rated 3 stars out of 5
by Brian Boru - Posted on 13 October 2022
After attempting to phone for an appt. at precisely 8:00 am and after the recorded preamble I was told there were 7 people ahead of me. After being on hold for 15 minutes at which the number was down to 4, I was cut off !! On redialling through the robotic preamble I was then informed there were now 10 people ahead of me !!! I suggest you make your surgery number an 0800 number while you attempt to improve your admin of your Appointments system in order to save pensioners money being wasted. I got an appt eventually by going in person to the surgery as it proved quicker and more successful.
Visited October 2022
To report this as unsuitable, please contact the service desk
Review titled Kearsley Medical Centre
Replied on 10 November 2022
Dear Patient, Many thanks for your feedback. First, I wish to apologise for distress this situation has caused you. As i understand it you are unhappy with our telephone system and availability of appointments and the pre recorded answer message. The practice has undertaken a full investigation into the complaints you have made. This involved me listening to our answer message and looking for any issues with our telephone system around the time you have posted this complaint.. Unfortunately, you have not stated the day that you tried to telephone the surgery so i am not able to do a specific audit of our telephone system on this day, however there were no faults reported for this week. If you could contact the surgery with the specific date i can contact our IT department who manage our telephone system to audit if there were any issues, specific to you being cut off. Every day the system releases appointments. We have the system set up to release appointments held on embargoes on the day, every 1 day, 4 days, 7 days, 14 days and 28 days. These are limited in number but are available daily. All our patients are asked to try and obtain one of these slots as they are released, but they are first come first served. The answer machine message offers a variety of messages and advice to patients with differing issues. These are numbered. This is to reduce the call wait time for patients as they can choose the best option that suits their request. We also offer online services which enables you to book appointments online without telephoning the surgery. If this is something you would be interested in please complete a form from reception for access. We hope this helps, if you have any further issues please do not hesitate to contact Practice Manager Stacey Walsh, at the surgery, who will address your concerns.