Parklands Medical Practice
30 Buttershaw Lane, Bradford, West Yorkshire, BD6 2DDContact details and opening times
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Reviews
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Review titled Terrible service
Rated 2 stars out of 5
by Anonymous - Posted on 30 January 2023
I have now been on the phone for 40 minutes and still it’s just ringing.. this is the 3rd time I’ve tried today. I am ringing for a disabled person who’s tried ringing himself 2 times and he ended up using all his phone credit .. he places a medication request in last week and still has not received it .. This surgery is really going down hill.. I have been coming to this doctors since I was 8 years old (52) years in total. And have never had the amount trouble getting through on the phone
Visited January 2023
Review titled Parklands Medical Practice
Replied on 31 January 2023
Firstly thank you for taking the time to feedback, I’m so sorry that you are struggling to get through on the phone, we are aware that the pressures on the phone system are significant at the moment (I’ve been doing this job for 21 years and I have never seen it so busy) and we are trying our very best to deal with the patient contacts that we are getting – yesterday we had over 1000 incoming calls and only 83 were not able to be answered, although I do not doubt there were significant waits. There was also a problem with the econsult technology that we are currently looking into, that created a bit of a bottle neck – but we usually see between 180 and 250 econsults per week and as you would expect a disproportionate number land on a Monday, and if there are problems with the system then we see more phone traffic as a result. We are trying to work out the processes to have a straightforward email for the reception team for nonclinical queries to save patients needing to log onto the econsult system and again hopefully relieve the pressures on the phone, but the simple fact at the moment is that the need and demand for our services far outstrips the availability of resource that we have, as is the case across the country and across the NHS as a whole – I really wish it wasn’t the case. We are trying to recruit to fill our 2 vacancies but there simply aren’t enough qualified GP’s out there who are prepared to work in a traditional practice based role. I hope this goes someway to answering your concerns but please contact the surgery directly (either Ian Taylor, Patient Services Manager or in his absence me) if you need any further information or assistance. Kind regards, Fiona Purdie Business Manager
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Review titled Rude staff
Rated 1 star out of 5
by Anonymous - Posted on 11 October 2022
I went to register my new born baby. Nobody knew the protocol. One person told me I just needed to show the birth certificate, the other told me I need to fill out a full registration form. I took it home and completed it (baring in mind I had to bring my baby out which is a struggle as I’m a new mum) when I brought it back the third lady said I didn’t need to fill one out and would just shred it. Whilst I was speaking to the receptionist at the front I heard the receptionist in the back say ‘oh god not another one’. I am totally disgusted. The staff need training on how things work so patients arnt getting conflicting messages. It costs nothing to be nice and i will refuse to deal with that particular receptionist if I encounter her again
Visited October 2022
Review titled Parklands Medical Practice
Replied on 31 January 2023
Firstly, thank you for taking the time to feedback, I’m so sorry that you had a difficult experience, I agree entirely it costs nothing to be nice. The reception role is a surprisingly complicated one – there are a lot of very specific processes that need to be followed and there are frequent changes to those processes to be managed. When recruiting we always say it will take 18 months to feel competent, and probably another few months after that to feel confident in what you are doing. Like many other workplaces we lost staff over the pandemic for a number of reasons, and we have 3 experienced receptionists who are ready for their next role that we are having to ask to wait a while as our current reception team is really quite inexperienced (although I believe that all of them are doing very well considering how long they have been in post). As it stands we have at least one vacancy, and out of the 9 current receptionists, 3 have less than a year’s total experience and 1 other, who has plenty of experience at another surgery, has also been with us less than a year. However, that is no excuse for passing unhelpful comments that can be heard by patients and I will absolutely address that with the full team at the next team meeting. I do hope you have now managed to get your baby registered and things are a little more settled for you – but if that is not the case then please contact the surgery directly (either Ian Taylor, Patient Services Manager or in his absence me) if you need any further information or assistance. Kind regards, Fiona Purdie Business Manager
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Review titled bad service now on hold again
Rated 2 stars out of 5
by Keith illingworth - Posted on 31 October 2022
on phone two hours got from 24 to 2 then cut off this has happened before now on hold again 14 service a shambles sorry cant plan when unwell
Visited October 2022
Review titled Parklands Medical Practice
Replied on 31 January 2023
Dear Mr Illingworth Firstly, thank you for taking the time to feedback to us, I’m sorry it has taken me a few weeks to respond. We do understand the pressure the phone system is under at the moment and our receptionists are doing their best to answer the calls that come in – as you say it is hard to plan when you are unwell, but Monday is our busiest day and despite letting our patients know we still get multiple contacts every Monday that really aren’t critical for that day, and while that is, of course, everyone’s right to ring when is convenient for them, they are going to end up waiting longer and having an impact on other patients wait time too. We have, and are, trying various ways to try and manage the demand on the phone system – but I have just been looking at our numbers from last week to answer a different review – we had 212 econsults last week – and 2700 phone calls on Monday the 23rd of January alone. We always have 4 receptionists on across both sites – they were only able to answer 1300 calls, which worked out at around 30 calls each per hour – and I promise every phone call does not take less than 2 minutes.. We have a patient list size of 10075 – so that would suggest that over a quarter of our patients or their advocates we trying to get in touch on a single day. These kinds of numbers are simply overwhelming and please be assured that we are as concerned as you are. You would be very welcome to join our patient group (which is now run at network level) where we talk about the different ways we are trying locally to address the need that is clearly out there with the resources that we have available to us. I hope this goes someway to recognising and addressing your concerns but please contact the surgery directly (either Ian Taylor, Patient Services Manager or in his absence me) if you need any further information or assistance. Kind regards, Fiona Purdie Business Manager