Larwood Surgery
56 Larwood Avenue, Worksop, S81 0HHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Responsive and professional
Rated 5 stars out of 5
by Anonymous - Posted on 22 May 2023
I have needed to use the surgery to help me navigate cancer treatment. Their support has been invaluable. Using the NHS app to ask questions and get a sick note has been very easy and the practice has been quick to reapond. They have also spontaneously reached out to see if I needed any support. I know the pressures they are under but when needed they have been there.Thank you.
Visited May 2023
Larwood Surgery has not yet replied.
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Review titled Deliberately obstructive/withholding help
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
Spent last week trying to get in touch with a doctor, but they turn the online access off before 9am so if you can't meet their 20 min "opening", you are screwed. It was switched off at 8.55 last Friday, same again today. Then requested a repeat prescription today that is due tomorrow. Receive a text message of great detail, to tell me to try again when it's due but if I have a reason to need the prescription sooner, then reply to the text. Except the reply function is switched off. Honestly, stop being such jobsworths. I asked for it a day early because it takes the best part of the rest of the week to sort it out. They are deliberately doing anything they can to actively avoided seeing/helping and serving the community that they are supposed to help. I will ask for my repeat prescription again tomorrow. After logging in for the 5th morning in a row. It really shouldn't be this difficult!
Visited May 2023
Review titled Larwood Surgery
Replied on 16 May 2023
Good Morning I am sorry to hear you have been experiencing issues using our online service. We do have to turn out Online Access Tool off in a morning, the system opens at 8am and we have to determine on each day the time when medical requests need to be turned off, this to my knowledge has never been after 20 minutes. If for any reason (like clinician sickness) we do have to turn off extremely early there is a message on our website explaining to patients, why. The administration option for our Online Access Tool is available until 5pm With regards to your prescription request, if your medication is early, we are not able to process it, not even just a day, if there was a reason for this being early on your original requests we would have sent this through to a clinician to be authorised. The practice processes repeat prescriptions within 48 hours, we then ask patients to allow 24 hours for your pharmacy to process their part, if your prescriptions are not being made available to you within the 72 hours, please get back to me so we can look in to why. If you would like to discuss anything further please feel free to contact me Thank you, Carrie-Ann White - Team Leader
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Review titled Poor Organisation
Rated 1 star out of 5
by Jill Branch - Posted on 10 May 2023
I have asked for a respiratory assessment by the practice nurse for sometime as I’m using my ventolin inhaler frequently. I saw a GP in December due to a chest infection that wasn’t cleared and asked him about it . He was good and said wait until after my appointment with rheumatologist in February. End of February diagnosed with raynauds scleroderma. In March I requested via admin a GP appointment not as an emergency but routine to discuss my symptoms. I was informed that I needed to complete a request to medical staff and would be viewed that day . What a waste of resources as it wasn’t urgent wasting a clinicians time who was reviewing urgent cases. 13th April when I requested another ventolin inhaler the GP put on my record a task had been sent to admin to book me an appointment for a respiratory assessment. As I didn’t hear anything I completed a written request to medical staff on the 27th April to ask if I could have this assessment done. I received a confirmation that request had been submitted. It is now the 10th May and for the last 2 days I have been trying to contact the surgery by telephone to ask why I haven’t had a response and do I need to do anything else to get an appointment. Unfortunately yes I spent 3x 40 minutes trying to get through as the queue was so long . Today I have telephoned twice and the queue is so long it says line closed ring back another time
Visited April 2023
Larwood Surgery has not yet replied.
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Review titled Scary Times
Rated 2 stars out of 5
by Mr C - Posted on 04 April 2023
This is a general review of my experiences of Larwood Surgery, I'm fortunate enough not to be seriously ill at the moment, but I fear for those that are or when/if I will, as the service here has eroded so severely over the years. It was always difficult with appointments, calling on the day etc, and then the "drop in centre" was introduced, which seemed to work. When covid hit, things went online, and in many ways this system works to relieve some pressure for those that can use it or where it is appropriate. Sadly, it seems, like everything in this rapidly declining country, it is used/abused to avoid people, weed them out indiscriminately and Unbelivably to turn the damn thing off 2 days a week, in order to "quieten things down". The same happens to the phones where they are switched off at busy times. Call back appointments are given no times (just anytime during a day in full delivery/currier style), and woe betide if you happen to be away from your phone at the time as they call you once only. Bizarrely, leaving an answerphone asking you to call the surgery....when this is to prevent calls, also then the phones were switched off as they were "busy". Our only hope, it seems, is not to get ill, or at least not to get ill before this system, and country, has had a good shake up and reformed. Scary, scary times! Nb: humorously, this review was rejected as, "Your review cannot include words that are all in capital letters
Visited April 2023
Review titled Larwood Surgery
Replied on 11 April 2023
Dear Mr C Thank you for your comment. We are currently living in unprecedented times in the NHS, and we actively review our process to improve our systems to ensure we operate as efficiently as possible. Our phone lines are open from 8am until 18.30 and we do not turn them off. At certain times during the day demand can be high and you may wait a longer period of time before a receptionist answers your call. We appreciate this may be frustrating and we are currently recruiting further staff members to help us manage the demand. If you would like to discuss our phone system or the online access system, please contact us directly on nnicb-bassetlaw.lhpfeedback@nhs.net
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Review titled Caring and sympathetic doctor
Rated 4 stars out of 5
by Anonymous - Posted on 16 May 2023
Following a phonecall I took my baby boy to see the GP. She was very kind and patient. She listened to his health problems and came up with a solution. I came away feeling positive about my child's next steps
Visited April 2023
Larwood Surgery has not yet replied.
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Review titled Poor Service
Rated 2 stars out of 5
by Anonymous - Posted on 31 March 2023
Tried to use the online messaging service, turned off again! Rang the surgery only to hear a message tell me phone lines are full, try again later. Rang later and was 19th in the queue, waited for over 30 mins to be told I could have a telephone appt on the 12th April, told receptionist not happy with this and was put on the emergency list for today but was told it may be removed if not deemed urgent, 10 mins later got a text telling me it had been removed from todays list. Twice over the past 3 years I’ve been referred to Doncaster hospital by the 2 week wait referral system where I received treatment on both occasions and am now experiencing the same symptoms once more. By the time I’ve spoken, (not seen) to a GP, then been referred another month will nearly have passed so let’s hope it hasn’t turned into anything more serious this time. I totally get that demand is great and the NHS is under pressure but such referrals are equally as important as urgent daily ailments.
Visited March 2023
Review titled Larwood Surgery
Replied on 13 April 2023
Dear patient, Thank you for your feedback. We are sorry to hear that you have had difficulty in accessing our services. We would like to request more information so that we can thoroughly investigate the concerns you have raised and ensure that all of your clinical needs are being met. Please could you contact us directly on nnicb-bassetlaw.lhpfeedback@nhs.net so more details can be obtained. Many thanks, Larwood Health Partnership
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Review titled So stressed
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2023
I have a long term condition and try to manage it myself as much as possible, I rarely bother my GP. However I recently have been advised by the surgery that I require a ‘routine appointment’ which will be carried out over the telephone. You cannot ask for a specific time for the call, however - just “between 8 and 6” on a day they give you. Useless if like me you work full time and are unable to answer the phone. Ringing the surgery is a lesson in despair as you are put in a queue listening to twinky twonky music for at least half an hour. Receptionists (although generally polite) seem to have been told to be obtuse - there is a procedure and they’re sticking to it! - I am at a loss as to how anyone gets to a see a GP anymore. I absolutely hate having to engage in any way with my surgery as it sends my stress levels through the roof. The online access tool is barely fit for purpose as it’s always ‘temporarily unavailable’. Having a serious health complaint is unpleasant enough without the added battle (and it does, it feels like a battle) to get seen or even spoken to by a GP. My family have been with this surgery for over two decades and I can honestly say that for the first 15 years I didn’t have a bad word to say about it. I expect the doctors are also still outstanding although I’ve not seen one in the flesh for so long I can’t be sure. It’s the last few years that there has been a steady decline and surely COVID can’t still be the excuse?
Visited March 2023
Review titled Larwood Surgery
Replied on 29 March 2023
Thank you for your valued feedback. We as a Surgery take all patient responses seriously, and actively review our processes as a result to ensure we are operating as efficiently as possible. We would like to apologise for the inconvenience caused to you and would like to ask you to contact the Surgery via our Feedback email address: nnicb-bassetlaw.lhpfeedback@nhs.net so that the matter can be fully investigated on your behalf and hopefully we can rectify the experience you have had.
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Review titled Never answer the phone
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2023
I understand the NHS is under pressure, but few of us have the time or energy to wait for hours to get through to a GP practice. I have called 15 times over 2 separate days to try to alter an appointment date. On all of those occasions I have been told I cannot speak to a receptionist as the queue ahead of me is full and the phone disconnects. You are redirected to the website but sometimes you just want to speak to a human being.
Visited February 2023
Review titled Larwood Surgery
Replied on 01 March 2023
Dear patient, We are sorry to hear of the difficulties you had in accessing our administrative team on the telephone. At certain times of the day, demand for an appointment is extremely high and therefore there may be a wait until your call is answered. At present, we have also been experiencing a higher than average level of staff sickness which may have also contributed to an increased wait time. In these circumstances, some patients choose to contact us via the Online Access Tool available via our website, via the NHS app or in person if this is convenient to them. Please be reassured that we are actively recruiting further staff members to help improve patient access to the surgery. We appreciate how frustrating this situation would have been for yourself and would like to look into the details of your particular case further. Please could you email our feedback address nnicb-bassetlaw.lhpfeedback@nhs.net with more information including the telephone number used to make contact so that we are able to investigate this thoroughly. Many thanks, The GP Partners
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Review titled How to manage patients, just cancel them
Rated 1 star out of 5
by David T - Posted on 07 February 2023
I was asked by a doctor to give an update of a treatment for a skin disorder after 2 weeks. I waited a bit longer and via the Online Tool provided 2 photos, one after 2 weeks the other 3 days later. Later in the day I received a text message telling me that they were unable do anything because they were too busy. My call had been cancelled and I was told to try on another day. I don't know who prioritieses the incoming calls but they are doing a very poor job. This is not the 1st time I have been cancelled by the faceless wonders. This practice started with the Covid Panic and nothing has changed. Seems like we are stuck with a Covid Service for ever. To say I'm very unimpressed is an understatement. Total waste of time.
Visited February 2023
Review titled Larwood Surgery
Replied on 08 February 2023
Thank you for taking time to give us your feedback. We are sorry to hear of your experience in trying to obtain an appointment and can understand your frustrations. Currently we are experiencing a very high demand for appointments and are also experiencing higher than usual staff sickness. Our Clinicians are working tirelessly to see as many patients both face to face and with telephone consultations as they possibly can. However, in light of staff sickness, some appointments are having to be rearranged or cancelled at short notice to allow the most urgent cases to be seen and triaged that day. We apologise that your appointment had to be cancelled. If you could email nnicb-bassetlaw.lhpfeedback@nhs.net and provide some further details then we can look into this matter further. – Larwood Surgery
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Review titled Not great!
Rated 2 stars out of 5
by Anonymous - Posted on 21 February 2023
Sorry to have to say that this practice leaves alot to be desired. Several times I have had genuine cause for complaint. I suggest the new practice manager gets to grips with further administrative staff training as at least 3 x now when ordering my repeat medication, I have had a message saying this is not on your repeat (even though it clearly is!!) and has been passed onto the clinician. Then to make things worse my request was still with the doctor 1 week later. And I was left without any medication for 2 days. This is not on!!! This has happened once again and I'm in despair! It aggrevates my condition as I'm really concerned about being without my medication yet again. Please Practice Manager review how prescriptions are turned around. And tackle this problem head on.
Visited January 2023
Review titled Larwood Surgery
Replied on 23 February 2023
Dear patient, Thank you for your valued feedback. We as a Surgery take all patient responses seriously, and actively review our processes as a result to ensure we are operating as efficiently as possible. We would like to apologise for the inconvenience caused to you regarding your medication and would like to ask you to contact the Surgery via our Feedback email address: nnicb-bassetlaw.lhpfeedback@nhs.net so that the matter can be fully investigated on your behalf. Our medication ordering system is currently under review, and any updates made to our processes will be advertised to patients in due course. Many thanks, The GP Partners