West Hull Health Hub
61 Calvert Lane, Hull, HU4 6BLContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about West Hull Health Hub.
Reviews
-
Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 19 October 2024
When this was the Springhead Practice it was generally a good. This Modality West Hull Hub is awful - despite the fantastic (generally empty) facilities they have. The staff are generally rude, unhelpful and snappy with clients. If this was any other paid service I would move elsewhere. They have signs saying do not abuse the staff - and I guess some clients might be rude. However, I have never been greeted by reception staff nicely or spoken to politely. Even when they cause issues they are never wrong. Twice I have been issued half the amount of medication I need and when pointing this out somehow they make it my fault. On the last occasion I had to use 111 to get my medication last minute. I use their online system and try to inform them through the prescription free text. On the last occasion I was told this doesn't work and not to use it - despite it working up to recently. I am presuming the receptionist is wrong and again says anything not to be wrong. They get dreadful reviews on here and google and always reply saying they are sorry. Don't be sorry, put it right. Train staff, make fewer errors, get the basics of admin right, get receptionists to be even a little friendly. Inspectors need to go in to this practice. I guess they get paid for me as a patient - despite me having to use 111 and walk-in centres, not because of emergencies, but because of their dreadful service. I am really annoyed all our tax money is funding such a place. They act as if we should be grateful for this poor service as it is free. It is not free, we pay through tax. I need to look elsewhere as I cannot face negotiating through their poor service any more.
Visited October 2024
Review titled West Hull Health Hub
Replied on 31 October 2024
Dear Patient 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. We are continuously improving our services to meet patient satisfaction. If you wish to discuss your experience further, please contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind Regards Sophie Patient Experience Team
-
Review titled poor Dr. appointment
by Anonymous - Posted on 18 October 2024
I am a very large man and I had to see the Dr., but as soon as I walked in the room, all he could see was my size, not interested in anything I had to say, just kept on about my weight. I told him I didn't come about my weight today, but he just didn't care. so just came out of the Dr's feeling like I just wasted his time, and I am none the wiser about the ailment I went with. It is shocking Patient care, he just didn't bother even being polite, this is why I hate going to the Dr, I normally suffer in silence, now that's exactly what I am doing today.
Visited October 2024
Review titled West Hull Health Hub
Replied on 31 October 2024
Dear Patient I am very sorry to hear about your experience and would like to investigate your concerns. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind Regards, Sophie Patient Experience Team
-
Review titled Terrible system and service
Rated 2 stars out of 5
by TJB - Posted on 22 May 2024
The system in place at this practice is ridiculous. You ring up at 8am to try get an appointment as you have been told to do and then have to wait in a queue of god knows how many, that’s if there isn’t already 100 people in the queue. So you wait or try again later only to then be told there are no appointments left for that day!!!! What is that about?? I can only make my appointments by phone as I can’t get in to the surgery easily due to my condition which is the same reason I need an appointment. I can’t risk popping in in person and struggling with the pain getting in there to only be told there’s no appointments left. I’m not even over bothered about seeing someone face to face a phone appointment would be great(although face to face would be better) but you can’t even do that. It is totally ridiculous. The practice needs sorting out and quickly
Visited May 2024
Review titled West Hull Health Hub
Replied on 24 June 2024
Dear TJB, 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. Our current telephony provider allows one hundred callers to queue in the system. After this capacity has been reached it will no longer allow any more callers to queue. At this point you will be offered the opportunity to select option 1 for a call or you may choose to continue on hold. This was implemented to avoid callers remaining on hold for long periods of time whilst the care navigation team work hard to answer the high volume of calls, we receive daily. We are working hard to find ways to improve the current waiting times on the phones and improve the accessibility for callers. Modality Partnership currently offer both urgent on the day appointments and pre bookable appointments. Pre bookable appointments are available to be booked up to seven days in advance with a range of clinicians and are subject to availability. The increased demand means phone lines are busier than normal and wait times on the phone are incredibly high. Our clinical and non-clinical teams now have a range of skilled staff, from GPs, Advanced Nurse Practitioners, Pharmacists, Practice Nurses, Home Visiting Team, Social Prescribers and Health Coaches to name a few. However, there is a national shortage of GPs, which pre-dates the pandemic, meaning we are unable to just find more Doctors to help manage this demand. I can understand how frustrating it must be for you to contact the Practice to be told to call the next day and I apologise for any inconvenience that this caused. Please be assured that our staff are working to their capacity on a daily basis and we are continuously reviewing the service to improve patient experience. Thank you for taking the time to share your feedback. Kind regards, Amy Patient Experience Officer
-
Review titled Absolute diabolical experience!
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2024
Firstly 100 in the queue to make an appointment, when I finally got through I was offered appointments everywhere but my surgery! Is there any wonder people don’t want to even ring doctors on the first place! Managed to get an appointment for 16:00 it is now 16:42 I still have not been seen! Twice now I have asked the receptionist and been told they’re behind, so every single doctor in the surgery is behind?
Visited March 2024
Review titled West Hull Health Hub
Replied on 29 April 2024
Dear Patient 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 The Public Deserve Better
Rated 1 star out of 5
by Anonymous - Posted on 09 August 2023
Why, when booking to see a GP do we never get to see a GP. Instead we see a Health Care Practitioner or some other non-GP title. Not sure on their credentials however don't much much fill me with confidence when they say that they'll need to speak with a colleague about your child's ailments to see if it needs a referral! Complete waste of time and we deserve better. We deserve to see a qualified GP. This extra layer may seem like it cuts queues quicker but it's a false economy and a waste of time. I remember about 20 years ago when this practice was great. Really sad that this GP practice is failing patients and nobody is holding them to account.
Visited August 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
-
Review titled Awful system
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2023
I need to speak to a doctor about worrying test results/diagnosis. On previous occasions, results have been sent to me by text or phoned through by the GP but this time I read them on the app. I have spent upwards of an hour on the phone today...I was first told there were more than 15 in the queue, after 40 minutes on hols this had risen to more than 30, then one is told that they had reached their clinical capacity and there were no appointments left to book. When I rang yesterday, there were more than 100 in the queue and I was just cut off. I did use the online feedback/complaints form but the only response has been that I should phone the surgery - how? I have severe mobility problems so I can't just pop in on spec.
Visited August 2023
Review titled West Hull Health Hub
Replied on 24 November 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 Embargo on presenting more than one problem at a time
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
It is still very difficult to see a practitioner. When you go you are only allowed to mention one problem. If there is more than one, you have to rebook, but are not allowed to make the appointment at reception on the same day. So you have to come in again and speak to reception on another day. It doesn’t seem possible to provide care under these circumstances as people may have interlinked problems, especially elderly, complex care, fragile patients, multiple medication situations. The individual practitioners may be good but understanding health situations cannot take place, especially as there are many different practitioners so they cannot see the whole picture under these conditions. It is exhausting to keep trying to get things sorted out under this system, leading to further deterioration. Suggest people are able to discuss the whole picture not just one. I hope the practitioners can advocate for a safer more holistic appointment system and consultation set up
Visited July 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
-
Review titled Embargo on presenting more than one problem at a time
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
It is still very difficult to see a practitioner. When you go you are only allowed to mention one problem. If there is more than one, you have to rebook, but are not allowed to make the appointment at reception on the same day. So you have to come in again and speak to reception on another day. It doesn’t seem possible to provide care under these circumstances as people may have interlinked problems, especially elderly, complex care, fragile patients, multiple medication situations. The individual practitioners may be good but understanding health situations cannot take place, especially as there are many different practitioners so they cannot see the whole picture under these conditions. It is exhausting to keep trying to get things sorted out under this system, leading to further deterioration. Suggest people are able to discuss the whole picture not just one. I hope the practitioners can advocate for a safer more holistic appointment system and consultation set up
Visited July 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
-
Review titled Poor appointment service
Rated 2 stars out of 5
by Paul - Posted on 02 June 2023
I have been waiting over a month for the results of a couple of Hospital appointments. A letter was also sent in January to the surgery requesting a referral to the eye clinic which as not been actionioned. I have been on the phone all morning today and also been unable to get through. At one point I was number 15 in the queue and then suddenly in a queue of more than 30. And now a message as come on saying that they have reached full capacity for today. I am getting very worried about certain aspects of my health and with working full time find it almost impossible to get help. I would like to point out that when I have managed to speak to your staff there have always been very polite and clearly do there best.
Visited June 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Paul 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 Left frustrated and angry
Rated 1 star out of 5
by Anonymous - Posted on 13 April 2023
Waited over an hour to get through to be told I need to ring back in the morning re: prescription matter. Insist on a "medication review" which out my prescription on hold - this is medication reviewed by a hospital and medication I have taken for 30 years and will need to take forever. So unhelpful. I have one tablet left for tomorrow then who knows - death? Coma?
Visited April 2023
Review titled West Hull Health Hub
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team