Nene Valley and Hodgson Medical Practice
Nene Valley & Hodgson Med, Clayton, Orton Goldhay, Peterborough, PE2 5GPContact details and opening times
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Reviews
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Review titled Not happy with the new system
Rated 3 stars out of 5
by Jonathan - Posted on 21 February 2024
I am aged 68. I like to deal with people. I believe we should as patients have a right to see if doctor. I read in the press that 70% of appointments are face to face. Thus is clearly not true. I now cannot phone the practice up for an appointment. The new system benefits the doctors but not the patient. I can send you a message but there is no guarantee that iI will get a call back on the same day. I do not believe that many symptoms can have an accurate diagnosis over the phone. When we do get a call back it us a different doctor every time. They do not know mw or my wife.
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 22 February 2024
Dear Jonathan, thank you for taking the time to leave us your feedback on our new system. I am sorry you feel it is not helpful. The reason the practice made changes to its appointment system is a direct result of contractual changes imposed on us by NHS England, some changes have involved the way we must offer patients an assessment at the time of every appointment request, we have been able to achieve this via the ‘Accurx total triage’ model, where all requests come in the same route to the practice then each patient request is reviewed and triaged by a senior member of our clinical team, the most appropriate outcome for each request is offered, and booked in. Our administration staff are working through the administration query requests daily. The clinical team work through the medical requests, booking consultations where appropriate for patients or dealing with the patients request in the most clinically appropriate way. This might be making a booking for the patient with another, more appropriate member of our multidisciplinary team, which now includes a range of: • Doctors • Advanced Nurse Practitioners • Primary Care Matrons • Nurse Practitioners • Practice Nurses • Health Care Assistants • Clinical prescribing Pharmacists • Care-Coordinators • Social Prescribing Link Workers • Podiatrists • Physiotherapists New system has resulted in less phone calls into the practice. This system has reduced the number of patients needing to call us to access our services. So, the new system is opening up another way to really effectively contact the practice and get a response quickly and easily, the current turnaround time for us to review the request is no longer than the next working day. The follow up care from the patient request is either on the day, or next day depending on the clinical need/nature of the request, but we do book up to two weeks in advance for queries that are not clinically urgent. I also want to reassure you that if patients cannot use the internet, or do not have the ability to connect to the internet, then our staff will complete the online website form for them over the telephone. The key to the success of this new system is that all the patient requests for medical assistance go into the same ‘inbox’ in the practice, then the clinical team, on a rota basis work as a ‘clinical sorter’ each day working through and triaging all the requests to the most appropriate outcome for each patient/request. This is the key to the success of the system as it is the most senior and experience clinically trained staff that are reading and reviewing and then ‘signposting’ the requests to the best resource in the system which actually frees up time for our clinical team to deal with the sickest of our patients when they need too, while all the other requests for help get dealt with by the right person in the multidisciplinary team. I hope this explanation is helpful, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Nvh
Rated 4 stars out of 5
by David - Posted on 07 February 2024
The new system is an improvement on the 8.30 scramble But the submit a request gets full quite early on. Which is frustrating. I had to wait 12 days to receive a telephone consultation folling your receipt of the results from. a scan. Surely there must have been space for a 5 minute phone call early than the 12 day.
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 13 February 2024
Good afternoon David, thank you for taking the time to post us a review. I am glad to read you feel the new system is an improvement on the old one. It is true we still hit our day to day capacity for clinical safety but this does vary day to day and is usually much later than with the old system. We have dedicated slots for discussing results with patients, all the clinical team have some every day but unfortunately due to the numbers of results we deal with there can be a little wait for us to book a results call back. I am grateful for your valued feedback. Nene Valley Hodgson Medical Practice Management Team.
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Review titled Excellent practice
Rated 5 stars out of 5
by Jennifer B - Posted on 23 February 2024
From the friendly greeting upon arrival to the excellent treatment I received it all made for a pleasant stress free appointment. I always find everyone in the practice friendly and caring.
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 12 March 2024
Dear Jennifer, thank you for your review which is a delight to read, I will make sure to pass your kind words on to our hard working team. Many thanks, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Difficult
Rated 2 stars out of 5
by Anonymous - Posted on 28 February 2024
Getting an appointment is very frustrating and why change something that for the patient wasn't broken?
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 12 March 2024
Dear patient, I am sorry to read of your frustrations. The reason the practice has made changes to its appointment system is as a direct result of contractual changes imposed on us by NHS England, some of the changes they have made involve the way we must offer patients an assessment at the time of every appointment request, we have been able to achieve this via the ‘Accurx total triage’ model, where all requests come in the same route to the practice and then each and every patient request is then reviewed and triaged by a senior member of our clinical need, then the most appropriate outcome for each and every request can then be offered, and booked in. It is therefore true that at times we do reach our safe capacity but this differs from day to day, depending on the demand we face and the capacity we have. I hope this explanation is helpful, thanks for taking the time to leave your review, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Rubbish practice
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
All the training yet attitude and actually getting to see a doctor is getting worse. The whole system doesn’t work. I don’t come to the doctors to get attitude from a receptionist to then eventually get a doctors appointment to then be fobbed off all the time. No one seems to be able to do their job or actually want to do their job. Would be nice to get a doctor or nurse who actually would like to see a patient instead of just messaging and trying to diagnose through pictures. All these buy outs from other practices and nothing improves. Not sure what needs to happen before the service improves
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 21 February 2024
Dear patient, thank you for posting a review of our service. I am very sorry to read of your clear unhappiness with us. I would really like to understand your recent experience and look into what has gone wrong for you, so that I can do this for you, I would urge you kindly to send in a complaint form, which is really easy to do via our practice website www.nvhmedicalpractice.co.uk under the haver you say and complaints form if you give me the details and your name etc then I can investigate and respond directly to you. Thank you, Nene Valley Hodgson Medical Practce.
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Review titled General Review
Rated 3 stars out of 5
by DER - Posted on 24 February 2024
Very long wait on the phone just to speak to receptionist. Very difficult to see a doctor. In my experience, I believed severe stomach pain I was experiencing might have been appendicitis. I tried to make an appointment only to be advised to call 111 by reception. I did this and was eventually seen by a doctor. Whilst I didn't actually have appendicitis, it was a very stressful time for me. Why is it so difficult to actually see a doctor?
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 26 February 2024
Dear patient, thank you for leaving us a review. I am sorry to ready that you have been troubled by ill health recently, but glad it was not an appendicitis. The reason the practice has made changes to its appointment system is as a direct result of contractual changes imposed on us by NHS England, some of the changes they have made involve the way we must offer patients an assessment at the time of every appointment request, we have been able to achieve this via the ‘Accurx total triage’ model, where all requests come in the same route to the practice and then each and every patient request is then reviewed and triaged by a senior member of our clinical need, then the most appropriate outcome for each and every request can then be offered, and booked in. It is therefore true that at times we do reach our safe capacity but this differs from day to day, depending on the demand we face and the capacity we have. How are patients encouraged to contact the practice? You can access the Accurx Patient Triage service from the home screen of our website, Nene Valley Hodgson Medical Practice – Medical Doctors in Werrington Peterborough (nvhmedicalpractice.co.uk) there is a banner just under our name, which states “Contact us online; if you need help with a non-urgent medical or admin request? You can now contact us online. I also want to reassure you that if patients cannot use the internet, or do not have the ability to connect to the internet, then our staff will complete the online website form for them over the telephone. The key to the success of this new system is that all the patient requests for medical assistance go into the same ‘inbox’ in the practice, then the clinical team, on a rota basis work as a ‘clinical sorter’ each day working through and triaging all the requests to the most appropriate outcome for each patient/request. This is the key to the success of the system as it is the most senior and experience clinically trained staff that are reading and reviewing and then ‘signposting’ the requests to the best resource in the system which actually frees up time for our clinical team to deal with the sickest of our patients, while all the other requests for help get dealt with by the right person in the multidisciplinary team. I do hope our new system will prove helpful for you in the future. Many thanks, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Excellent service and support
Rated 5 stars out of 5
by Colin Flatters - Posted on 13 February 2024
The access to quality medical services and support has been superb, in this instance getting dressing changed and stitches removed after minor surgery was done efficiently and professionally by the practice nurses. My previous experience of the practice from 2021-2023 was no less than exemplary in the care received by my late wife most notably by the advanced nurse practitioners. Cannot thank you enough
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 21 February 2024
Dear Mr Flatters, thank you for posting us a review, it is really good for us to hear of your positive experience both recently and in the past for your late wife. I will pass on your kind words to our hard working team. Many thanks, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Over complicated system
Rated 1 star out of 5
by Lee Cousins - Posted on 23 March 2024
A phone call appointment that can happen at any point of the day is absolutely unacceptable. I work all day and can't be expected to sit by the phone all day. Then to be told after finally getting through on the landline that I can't rebook over the phone. Your system is not fit for purpose and should be scrapped.
Visited February 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 29 April 2024
Dear Lee thank you for leaving us a review. If you tell us in your online request a time of the day that is better for you to take a call from us then we will do our best to call when you ask us too. Many patients are telling us the new online system is working for them. I will share your feedback with the team. Nene Valley Hodgson Medical Practice Management Team.
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Review titled Continuing improvements
Rated 4 stars out of 5
by Jennifer - Posted on 24 February 2024
I have used the new AcurX system successfully. I needed medical advice and filled in the online form. I had a response the same day and an appointment a couple of days later. The only issue is that the ability to send in a medical query is often cut off by the afternoon because the surgery has reached its capacity. This is very frustrating but presume it’s because there are not enough clinicians.
Visited January 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 26 February 2024
Good morning Jennifer, thank you for leaving us a review of our new total triage system. I am glad to hear you have found it responsive. It is true that each day we do reach our daily capacity, although this differs daily as its driven by patient demand. The new system is constantly under review to ensure we are providing the best possible service for our patients. Thank you, Nene Valley Hodgson Medical Practice Management Team.
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Review titled Good & efficient service
Rated 5 stars out of 5
by Andy Perich - Posted on 29 January 2024
I was promised that the Doctor/practitioner would contact me by phone on a specific date, which they duly did. Because of concerns i was invited in for an examination (approximately one and a half hours later) The examination promptly took place within minutes of the appointed time. Because of concerns and the results of the examination a request was immediately sent for further tests at the hospital. At all time i was treated with respect (and a little humour!!!) Things were explained to me, and my questions answered. The practice did their very best. I am now in the hands of the hospital and i hope they are as efficient!
Visited January 2024
Review titled Nene Valley and Hodgson Medical Practice
Replied on 30 January 2024
Good morning Andy, thank you for taking the time to post us a positive review. The experience you describe is down to our new total triage internal system, where we ask that all contacts start off with the patient, carer or member of our staff, completes the simple online form from the website, www.nvhmedicalpractice.co.uk called CONTACT US - then each and every medical request is reviewed by a senior member of the clinical team, and just as you describe as clinically appropriate the patient gets the optimal treatment for their issue. I am really glad to read of your prompt service on the day you contacted us and I assure you i will pass your comments back to our team, its so important for them to hear some positive feedback as they all work so incredible hard. Many thanks, Nene Valley Hodgson Medical Practice Management Team.