Modality Partnership - West Hull Health Hub Reviews Summary

Appointment Accessibility

Pros:

• "Second time using the econsult service and second time not disappointed. Very easy to use, speedy reply and not left in the dark. Fully resolved the next day on both occasions."
• "I have been with this practice for more than 60 years and I have seen a few doctors in my time and just seen a Doctor Laura Simon, I can honestly say she is the best I have had the pleasure to meet."
• "For the past week I’ve been in contact with a physician named Charlotte P. I first saw Charlotte last Wednesday, and she dealt with my health concerns extremely well in which she couldn’t have been more thorough."
• "Mason called me back and was exceptional. Listened to my concerns, with patience and empathy and then managed to book me in with Dr Hardy, within 40 minutes, who was equally as supportive."
• "The HCA was lovely and very efficient, said to go to the front desk to book as per my advice from the doctor."
• "The staff there are so helpful and I got an appointment granted it was at Calvert Lane."
• "I rang at 8.00am. this morning, making a request for painkillers for a post knee replacement operation. I was 15th in the queue and received a prompt call back."

Cons:

• "I can never get an appointment using the app, I ring and am in a queue for three years."
• "Shocking still trying to get through an hour later, like this every time."
• "Awful, can’t believe they’re still allowed to practice. Impossible to get through, no one ever calls you back, they’ve lost my test results, and are completely incompetent in every way."
• "And as for ringing up at 8am what a joke 41 times this morning and still no answer."
• "Impossible to get an appointment; I have tried to get an appointment for my elderly mum: two weeks ago I managed to get through after 3 hours on hold."
• "Impossible to get an appointment, this so called Practice has become a joke."
• "It's not a doctors surgery any more it's fast becoming a call centre be expected to be on the phone for up to 2hour wait then u still can't see a doctor."

Staff Attitude

Pros:

• "Everything has been positive."
• "I am very happy with the care Springhead Medical Centre has given my mother."
• "Once and if you manage to get through staff are friendly helpful and doctors are also really nice and helpful."
• "Everyone from the reception staff to the GP's themselves are always polite, helpful and communicate well."
• "Always had excellent service from this very busy practice."
• "Amazing health and well-being coach Emma and the nurses... a big Thankyou for your help and guidance and the doctors who follow up to check in."
• "The nurses and other medical staff are lovely though and really helpful."

Cons:

• "Unhelpful, uneducated and rude reception staff."
• "Terrible staff do not care about patients wellbeing, they stereotype their patients and treat them like dirt."
• "The people on the phone have been quite rude."
• "Think the nurses that take blood are trained with darts not needles, twice my full arms been left bruised after blood tests."
• "Very rude staff, doctor quality is poor."
• "Receptionists very rude and talk over you."
• "The reception staff are very rude and unhelpful."

Facility Quality

Pros:

• "Good bus routes and car parking."
• "The Alexandra Road surgery has excellent receptionists who'll sort you right out in person."
• "This is the third attempt to get a good accessible health facility in this area, Seems to be worth the wait."
• "A very nice new facility."
• "The new centre is a huge improvement on Springhead."
• "But all in all a good facility with huge potential."
• "My experience of Springhead medical centre has to date been very good and given the current situation with the National Health Service well above average."