Helme Chase Surgery - The James Cochrane Practice

Prescription service needs urgent improvement

Like many others have mentioned, the prescription service leaves much to be desired. It seems remarkable that major retailers can deliver parcels nationwide within a day, yet the dispensary here requires up to seven days to process a prescription for a pharmacy located just metres away within the same building. Additionally, patients cannot simply telephone in repeat prescription requests and must instead use the app or visit in person to complete paper forms and post them in a box, all while staff observe without offering assistance.

Staff sighing on the phone about prescriptions

What a disappointment. The staff came across as discourteous with a significant lack of professionalism. We have never felt at ease during our interactions with this practice. I have become aware of numerous complaints regarding this practice. My own experience has only reinforced these concerns. The staff would benefit from training in basic courtesy and how to communicate with patients in an impartial and professional manner. One instance that stands out is the audible frustration expressed by staff on the phone when we have needed to contact them regarding repeated changes to our medication. This medication is essential to our health and wellbeing. It is not something that can simply be delayed by several additional working days. We have consistently submitted our requests well in advance to prevent any need for emergency hospital visits. Disappointed and disheartened by the standard of care provided. There is room for improvement.

Couldn't handle a simple dosage change

This practice was disappointing as it took several months to address a medication adjustment request, which ultimately proved unsuccessful. Following this, I was directed to register elsewhere, and my underlying concern remains unresolved. The experience suggested a lack of genuine engagement with patient needs, and straightforward matters seemed to be handled inefficiently rather than being prioritised appropriately.

Practice wasn't welcoming to all patients

I had to switch to a different practice after experiencing treatment that I felt was inappropriate and unsuitable for my needs. If you or someone close to you has specific healthcare requirements that may require particular understanding and support, I would recommend considering alternative practices that may be better suited to providing the care you deserve.

Long phone waits and poor staff communication

It is extremely difficult to reach anyone at this practice due to lengthy waiting times. The internal communication between team members appears to be poor, resulting in a lack of clarity about ongoing matters. The overall quality of service has declined significantly, to the extent that I am seriously considering transferring to a different practice.

Confusing prescription ordering system needs improvement

The clinicians at this practice are excellent, however the prescription ordering system is extremely confusing and difficult to navigate. Eventually I gave up attempting to use it and sourced my medication from an online pharmacy instead.

Prescriptions repeatedly not ready when needed

I would rate this much lower if I could. My father was instructed to collect his prescription on a specific day, but upon arrival the surgery did not have it in stock and had to place an order. This situation has repeated multiple times, leaving him without his necessary medication. The clinical staff appear stretched and have delayed authorising his prescriptions, and there were also delays in completing my mother's death certificate, which caused considerable distress to the family. I am very dissatisfied with the standard of care my father experiences at this practice, though he feels reluctant to raise concerns formally due to worry about potential consequences.

Multiple contact systems create confusing booking experience

The practice runs from two separate locations that are quite far apart. If you prefer attending the town centre site, be aware that you may frequently be given appointments at the other location on the outskirts instead. The booking process involves multiple platforms including online systems and phone lines, which can feel confusing and fragmented. The administrative coordination between the different contact methods appears inconsistent.

Reception staff's dismissive attitude left me upset

I attended the practice on a recent morning for a procedure and vaccination. The clinical staff member who assisted me was attentive and supportive throughout, providing clear instructions about follow-up actions I needed to complete at reception. However, my experience at the reception desk was considerably different. The receptionist's manner towards me felt dismissive and unwelcoming, and I found their communication style to be repetitive and curt. When I needed to return to clarify information I had missed, I felt their response was reluctant and the tone remained sharp. This interaction left me feeling upset and disrespected. I believe that regardless of circumstances, all patients deserve to be treated with courtesy and compassion. In healthcare settings particularly, kindness and respect should be fundamental to how staff engage with people. Throughout my career in customer-facing roles, I have not encountered an interaction that affected me in this way, and I felt the standard of care at reception fell short of what should be expected.

Compassionate support during difficult times

Thank you for all your help and care when my partner received their serious diagnosis. Very much appreciated.

Prescription delays frustrate during urgent eye care

Why does it take more than 48 hours for a GP to authorise a prescription that has been forwarded from a specialist eye hospital? The specialist centre are the experts and it should be routinely accepted in my view. I'm managing a serious eye complication following surgery and over the last three months the practice has fallen short regarding medication matters on multiple occasions. I have raised one of the other concerns with a clinician by phone, but my sense is they view complaints about their pharmacy services as routine. There appears to be no cohesive oversight, just processes focused on compliance rather than quality. Disappointing experience overall.

Finally got seen and felt heard

Once you eventually manage to get an appointment, the clinical staff are excellent.

Asking GP beforehand really speeds things up

I've had to attend the practice several times over recent months. Being able to discuss my concerns with my GP beforehand has been beneficial, as it allows me to explain what's been happening before my appointment, which helps make any examinations or investigations more efficient. The team have been supportive during my recent visits and have assisted me with arranging onward referrals and managing my medications.

Confusing information about travel vaccination services

The reception staff provided inconsistent information when contacted about travel immunisations. Upon visiting in person and submitting the necessary paperwork, we were unable to proceed with receiving the immunisations.

New appointments system makes booking difficult

Excellent clinical staff who provided wonderful support, guidance and care. However, the recently introduced appointments system is deeply disappointing. The decision to implement such an inefficient, technology-dependent system seems misguided and proves to be quite unhelpful. When attempting to book appointments ahead of time during my available slots, I find myself unable to do so, which is extremely frustrating.

Frustrating phone appointment system wastes time

Excellent clinical staff. However, the current appointment system leaves much to be desired. Being required to have an initial phone consultation before booking a face-to-face appointment feels unnecessarily time-consuming when that's what I needed from the start. Additionally, I'm uncomfortable having to discuss my health concerns with reception staff rather than directly with a clinician.

Reception staff wouldn't listen to my concern

The receptionist's manner was quite abrupt, interrupting before I could complete what I was saying and responding with explanations that didn't feel helpful. I wasn't given the opportunity to mention that the prescription I was picking up appeared to have an issue that needed addressing.

Reception staff understood when I got emotional

The reception team members appear understanding and patient when dealing with patients who occasionally become upset during their interactions, whether those conversations happen in person or over the telephone.