Modality Partnership (Hull)
Alexandra Health Care Centre, 61 Alexandra Road, Hull, HU5 2NTContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Modality Partnership (Hull).
Reviews
-
Review titled Not a good practice
Rated 1 star out of 5
by Keith - Posted on 18 June 2024
This practice is getting worse just trying to get past the receptionist first then just being told that my doctor has no pre-book able appointments which is ridiculous if this is my doctor then you should be able to get appointments never heard such a thing.
Visited June 2024
Review titled Modality Partnership (Hull)
Replied on 24 June 2024
Dear Keith, I am sorry that you are dissatisfied with trying to obtain an appointment at the Practice. To aid with the increased demand coupled with the national GP retention crisis, the Practice employ a range of clinical staff. Some examples of our clinical staff are GPs, Physicians Associates, Advanced Care Practitioners and Urgent Care Practitioners. This means that our clinical team has a varied skill set therefore our care navigation team are required to ask for an overview of symptoms to ensure that you are booked with an appropriate clinician. I can confirm that the Practice do offer pre-bookable appointments with the clinical staff. However, due to the unprecedented demand on General Practice currently, these appointments do get booked quickly. If there are no pre-bookable appointments available at the time of your call, then the care navigation team will encourage you to contact the Practice on another occasion. I appreciate that this may be frustrating for our patients however this is not our intention. Please be assured that our staff are working to their capacity daily and improving the services continually under increasing pressure. Kind regards Amy Patient Experience Team
-
Review titled Makes your health worse
by Wayne - Posted on 09 July 2024
So I am currently waiting for my calm to go through I have to ring them because they have decided to my my medication under review, they didn't tell me that it was or inform me in any way Now I'm having to battle there phone lines like I'm fighting the baddies from tron! Why did I feel everytime I have to contact you, I feel like I have to jump through brass hoops and gold rings just to be seen or heard?!?!? You put me under review 3 days before my prescription was ready! Knowing my luck it'll take me 4 days to get this sorted So thatnkyou "Modality" Thankyou for making my health worse, both mentally and physically! And Don't go saying where understaffed and overworked, you've been pulling that same excuse since you took over my doctors!
Visited June 2024
Review titled Modality Partnership (Hull)
Replied on 31 July 2024
Dear Wayne Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with the service that you have received. I would be happy to discuss your concerns further with you. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind regards Sophie Patient Experience Officer
-
Review titled Do you answer the phone?
Rated 2 stars out of 5
by Peter - Posted on 07 May 2024
I am at present on hold waiting to speak to some one, any one , I have now been waiting over 2 hours, the constant message I am getting is you are in a queue of over 30, reallyi do not understand how after all this time the queue has not diminished
Visited May 2024
Review titled Modality Partnership (Hull)
Replied on 24 June 2024
Dear Peter, I am sorry that you have had difficulty contacting the Practice. We are currently experiencing increased demand on our telephone lines and our care navigation team has been working very hard to answer calls under the additional pressure. The increased demand has resulted in some significant wait times, and we continue to recruit additional staff to handle these calls. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. General Practice is facing an increased demand from patients nationally and we are currently working at levels significantly above our maximum capacity. We know that means some patients are struggling to access our services in the way that we would like, and we are working hard to find ways to improve this. As restrictions have lifted, we are now allowing patients to attend the surgery to speak to a member of the reception team to deal with appointment bookings and queries. When telephoning the Practice, along with waiting on hold we also have the option to use the queue buster. To do this you select the appointment option and listen to the instructions regarding a call back. Once you have opted for a call back you can hang up the phone. Your place in the queue will be automatically retained and you will be called back when you have reached number 1 in the queue. This was implemented to avoid callers remaining on hold for long periods of time whilst the care navigation team deal with the demand and queries of other callers in the queue. Our current telephony provider only allows one hundred callers to queue in the system at one time. After this capacity has been reached it will no longer allow any more callers to queue meaning that some patients are cut off. I am very sorry for this inconvenience and understand how frustrating this must be. Please be assured that our clinicians are working to their full capacity and the Practice sees as many patients as it’s safe to do so. Again, I am very sorry that you have been struggling to access our services. Kind regards, Amy Patient Experience Officer
-
Review titled Telephone problems are 'not' exceptional
Rated 1 star out of 5
by Brian Millsom - Posted on 13 July 2023
Have been trying to talk to a doctor for three weeks about X-ray results. Call backs happen to be when I am not available Arrange and keep to a time please. I have read and agree with all the reviews including the very rare good one - miracles do happen. The call answering system is, and for along time been under resourced lacking staff or equipment. It annoying to be given the excuse "exceptional circumstances" when it is the common occurrence.
Visited July 2023
Review titled Modality Partnership (Hull)
Replied on 28 July 2023
Dear Brian Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
-
Review titled Exemplary
Rated 5 stars out of 5
by Pat Wilson - Posted on 21 July 2023
So, I start with a telephone call for appointment. (This takes a fair time, so I put my phone on speaker and get on with other stuff - keeps the blood pressure down!!) Got an appointment as willing and currently able to go to all surgeries. Lovely waiting area. Clean. I see a doctor less than 2 hours after I got through. Doctor competent, clearly caring, gave me time, explanation, 2 way conversation. Couldn't ask for more! To be honest, only problem with this practice was a fellow patient in waiting area - to whom I had to point out that she had set off my asthma by spraying her perfume copiously around less than a metre from me. Ah well.
Visited July 2023
Review titled Modality Partnership (Hull)
Replied on 28 July 2023
Dear Pat We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
-
Review titled New Hall Surgery Very Disappointed
Rated 3 stars out of 5
by Paul - Posted on 27 June 2023
I graised my leg at work 2 days and it became badly infected and looked like mosquitoes had then bitten me. Rang Surgery Friday 23rd June after a call back I sent pics of the state of my leg..was told will get a doctor to ring you. No one rang me. Unable to go to work has the infection had now got alot worse n was inflamed and swollen I went to the surgery at 8am large queue because the checking in machine wasn't working, one lady on reception by herself I was told this is because of a shortage of staff ..when I got to the front at 9am explained myself and the receptionist told me I should be at a walk in centre because doctors do not deal with bites....excuse me this is my doctors surgery am I missing something here doctors don't deal with bites...this is my doctors n If I attend with bites or not if I don't know what they are I expect to wait my turn n to be seen by one. The receptionist was very unhelpful she eventually asked my name address etc and then told me a doctor had sent a prescription to my local chemist on Friday. Very Incompetent and Bad Practice.
Visited June 2023
Review titled Modality Partnership (Hull)
Replied on 03 July 2023
Dear Paul Thank you for taking the time to leave a review and I am very sorry to see that you have had a negative experience with the Practice. If you would like me to look into this further, please can you contact me via our online website form? The link to the form is below. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
-
Review titled Unanswered phones
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
I was in the queue of 15+ people in front of me. After 30 mins I was in a queue of 30+ people in front of me. Your meant to move up the queue, not backwards. After 1 hour and 45 mins I hadn't moved and hung up. I rung 111 instead. They never answer the phones. The worst GP practises group going. The fact they ignore all calls is disgusting. Then they try to say your call is important to them. Total waste of time trying to get hold of the doctors. Just ring 111, don't mess about.
Visited May 2023
Review titled Modality Partnership (Hull)
Replied on 31 May 2023
Dear Patient I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our care navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Kind regards Patient Experience Team
-
Review titled Can’t book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 26 May 2023
I really can’t believe that we are in 2023 and it’s impossible to book an appointment- either online or via the telephone. I have tried to book two appointments via the system online for an asthma review ( requested by a nurse). Both times, the appointment showed briefly as booked but neither appointment showed on my future appointments on System Online and I cannot get through on the phone to check if the appointment actually booked or failed to book! As a public sector professional myself, I cannot spend 2 hours each day on the phone in a queue between the hours of 8 and 6. This service needs to be more efficient, accessible and reliable. The Push Doctor service was a hit, shame you cancelled it. I’m moving away from Modality like so many others.
Visited May 2023
Review titled Modality Partnership (Hull)
Replied on 31 May 2023
Dear Patient I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
-
Review titled Very happy - almost always the case!
Rated 5 stars out of 5
by Pat Wilson - Posted on 22 April 2023
Had an appointment with a GP at New Hall Surgery. Rang as soon as calls accepted at 8.00 a.m. and had an appointment for 10.20 a.m. Felt well treated by doctor, very good communicator and satisfied with outcome. While waiting, I could see the reception staff to be very effective, helpful and well informed. When making appointment by telephone, I always put my 'phone on speaker and get on with other things as it can take ages. But have noticed that you can jump from caller 15 to being dealt with a couple of minutes later, so I presume there are a number of call handlers. When I see negative comments on the site, I think more people with positive things to say should take the time to put in a review.
Visited April 2023
Review titled Modality Partnership (Hull)
Replied on 12 May 2023
Dear Pat Thank you for taking the time to leave the Practice a positive review. This is very much appreciated and will be shared with the team. Kind regards Patient Experience Team
-
Review titled Absolutely useless!
Rated 1 star out of 5
by Michael from Keighley - Posted on 20 March 2023
I have been trying to get through to the surgery for weeks. Always the same recorded message saying that the surgery is very busy and I should try the triage option on the website but that option is not available! The recorded message simply plays through and then puts down on me, can't even be bothered to answer the phone to tell me that they don't really give a monkey about me. My daughter needs her inhalers review and I don't know who will be bothered to do this. If I take her to A&E they tell me that it's not an emergency and I need to contact the GP. Primary care is a joke at the moment. We pay our taxes and they should give us a service. Be ashamed of yourselves.
Visited March 2023
Review titled Modality Partnership (Hull)
Replied on 12 May 2023
Dear Michael I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our Care Navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Kind regards Patient Experience Team