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Reviews (12)

I am happy with this surgery

February 1, 2024
I find this surgery very good, it seems to have improved over the past 6 months. I ring for an appointment for my child and they are straight on it making them an appointment. I can't fault the care we both receive from this surgery.
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your recent experience. We value all feedback as this is used as part of our continuous learning and development of the Practice.

It is always good to hear positive feedback as well as areas in which we can improve.


Provider responded

Hard to get an appointment

December 7, 2023
I have been with this surgery for some time now and it is very hard to get an appointment with my doctor, you ring in the morning and the wait times are really bad. The care you receive when you see a doctor is great.
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your recent experience contacting the surgery. All feedback received is used as part of our continuous learning and development.

I am sorry that you have struggled on occasion to get through to the surgery and that the call waiting times to speak to someone has been long.

We have a new telephone system that allows patients to select the team they wish to speak to which aims to streamline the call flow and offers patients the option of a reserved callback so they do not have to sit and wait in a queue.

If you would like to discuss this matter further or have any other concerns you wish to discuss please feel free to contact me directly at the surgery in person, by telephone or you can email parbold.surgery1@nhs.net and mark it for the attention of the Practice Manager

As a practice we continuously monitor our incoming / outgoing calls and when there is a high call flow additional members of staff log on to the phone system to reduce the call wait for patients.

Patients can download the NHS App on to a smart phone - this enables patients to book appointments, view medical records, request prescriptions directly without having to contact the surgery or if a patient does want to speak to a member of the reception team we advise if it is a non urgent call patients try not to ring us first thing in a morning when the call flow is at it's highest.


Provider responded

No verbal privacy given to patients

August 14, 2023
No privacy for personal information from doctor to patient via the receptionists in front of other patients in waiting room
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback. As a surgery we welcome all feedback and use it in our continuous learning and development.
In relation to your concern the surgery has always offered patients the option of speaking to a member of the reception team away from the desk in a more private setting if needed.
We have also recently changed the radio in reception to help mask the conversations taking place at the reception desk.


Provider responded

Poor service and communication

August 11, 2023
I have had a lot of issues recently making appointments over the phone. You call up and you are given a lot of information before you are presented with your options. When you have heard all that you are then told you are "Position 1" in the queue. Every time I call I have to wait and can never get through.

I have been sent text messages for appointments in the past and I have been told just before heading out to the surgery that I actually have a telephone appointment which was not communicated in the text message. They presumed that I would know the appointment was a phone appointment instead of face to face. There was nothing in the text message to suggest that the appointment was over the phone. I have been to the surgery to query this in the past.
I have also been given equipment by the surgery that is faulty.
Mary Keenan

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your recent experience. We value all feedback as this is used as part of our continuous learning and development of the Practice.

I am sorry that your recent experience with the Surgery has not been a positive experience for you. Following our recent telephone conversation I can confirm that your complaint is now being investigated and we will contact you directly with our findings as set out in our letter to you.

Please feel free to contact me either in person or by email lisa.cunliffe@nhs.net if you need to discuss anything further during the process


Provider responded

more communication with patients

June 23, 2023
Pre Covid I felt Parbold Surgery was an exemplary GP Practice

The main issue of discontent is that nobody knows nor understands how The Surgery now operates..
If only the Post Covid arrangements could have been communicated clearly we would all have known how things operated but most people in the village feel totally frustrated..
Why is it that everything has to be done via Telephone Consultation ..
I myself became weary and dismayed with multiple phone consultations.. and eventually went to A&E in Southport where I was seen, consulted and examined properly, face to face.. diagnosed and treated..
Sometimes we actually need to be seen..
It also seems now all too easy for The Surgery to shunt us off to another already over burdened NHS service..
From being someone who had total trust on The Surgery I now do everything I can to avoid having any contact with it..
I don’t want to see a doctor who types their way through a consultation as fast as possible to get me out in ten minutes..
I appreciate how under pressure GP Services are and the toll this must take on the service.. and GPS..
Just let us know how things work so we have clear expectations..
Don’t they have a website that could be a first point of information?
Who are the trustees with a discreet role to listen to the community voices..?
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your recent experience. We value all feedback as this is used as part of our continuous learning and development of the Practice.

I am sorry that your recent experience interacting with the Surgery has not been a positive experience for you and I would like to invite you to contact the Surgery via email parbold.surgery1@nhs.net or by telephone to arrange a convenient time for us to meet to discuss your individual concerns.

Before, during and after the COVID pandemic the surgery website parboldsurgery.co.uk has been kept updated to ensure we keep patients informed of the most up to date news and changes. to registering, staffing, appointments, services and currently building work taking place.

The Partners continually review the consultation methods within the Practice to ensure maximum access for patients whilst maintaining patient's safety and waiting times. All patients are initially spoken to by a GP in a telephone consultation and if needed / wanted the patient will be invited down to see the GP face to face within the same clinic session i.e. morning /afternoon .

To maximise access for patients the local GP'S from Parbold, Burscough and Tarleton fund an Extended Access Service. This service offers appointments outside of normal surgery opening hours (evenings and weekends) . Any patients who wish to be booked in to this provision will need to contact reception.

The Surgery will only direct patients to be seen elsewhere when appropriate i.e. local pharmacy for minor ailments or clinically necessary i.e. chest pain / stroke symptoms where it is clinically unsafe for the patient to wait to be seen in an urgent on the day appointment. We will also redirect patients if all of the pre-bookable and urgent on the day appointments have been used to ensure that all patients have access to medical care when it is needed.

The practice is owned and run by the Partners and the Practice Manager is the point of contact for anyone who wishes to discuss the services offered by the surgery


Provider responded

very good service

June 23, 2023
I want to record my views on this excellent practice who provide me the support I need and when I need it. I interact with them via many methods:
1 via telephone - always a friendly polite service via the reception staff
2 via NHS app to make appointments, view my test results and via message - and I always get a prompt reply.

i have regular blood tests. The staff I deal with are all excellent.

Overall this is an excellent practice who embrace the modern methods of communication and interaction
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your recent experience. We value all feedback as this is used as part of our continuous learning and development of the Practice.

I am pleased you have found interacting with a surgery on the various platforms a positive experience and that all your interactions with the various staff teams have been also positive.


Provider responded

I have COPD. I am having regular blood tests

June 20, 2023
I have a chronic condition and the consultant at Wigan and Leigh hospital needs to see regular blood tests. The surgery is good at taking the tests and discussing the results but the hospital cannot see them. I have to print out the results from the Patient access app. A lot of people wouldn’t be able to do this. I don’t know why the hospital can’t liaise with the surgery.
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your recent experience. We value all feedback as this is used as part of our continuous learning and development of the Practice.

I am pleased you have had a good experience at having your bloods taken and results discussed with you.

The issue regarding your consultant being unable to view your blood test results is Wigan Hospitals/Doctors use a different laboratory to West Lancashire Doctors/Southport Hospital.

I am currently in contact with Wigan Hospital to see if I can arrange for a clinic/collection of bloods requested by Wigan Hospital consultants direct from Parbold Surgery to resolve this issue. I will update the Practice website / Facebook page with any updates on this matter.


Provider responded

Wonderful Care

June 20, 2023
I have used the services of Parbold Surgery over the last few years more times than I would have liked too, I have always received excellent care, the reception staff are friendly and efficient, the doctors have been easy to talk too, listen to you and have real empathy, GPS are not given enough credit , they are essential to any village
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your recent experience. We value all feedback as this is used as part of our continuous learning and development of the Practice.

I am pleased that your experience has been positive and I will pass your feedback on to all the staff team


Provider responded

unable to get an appointment

March 15, 2023
Having to wait over 30 mins to get through on the phone to make an appointment. Then unable to make a face to face appointment. Just referred straight to the hospital without been seen.

Reply from Parbold Surgery

Thank you for taking the time to leave feed back regarding your recent experience. All feedback is appreciated as this assists us with the continuous learning and development of the practice.

I am sorry that had to wait for over 30 minutes before your call was answered . We have recently changed our telephone provider following ongoing issues with the previous system. The new system allows us to view the live queue and if and when needed allocate extra staff to manage the call flow.

The practice offers telephone consultation first to all patients and where needed / wanted the doctor will invite the patient down to be seen face to face.

I am unable to comment on patient specific information on this forum but if you would like to email the practice at parbold.surgery1@nhs.net and mark the email for the attention of the Practice Manager I will respond to you directly.


Provider responded

having to wait over 30 minutes on the phone

March 15, 2023
Having to wait over 30 mins to get through on the phone to make an appointment. Then only offered a phone call appointment and not face to face. Always just prescribed antibiotics or steriods without been seen.
Anonymous

Reply from Parbold Surgery

Thank you for taking the time to leave feedback regarding your experience. We value all feedback as this is used as part of the continuous learning and development of the practice.

I apologise that you had to wait over 30 minutes to speak to someone at the surgery. We have recently changed our telephone system as we were aware of issues that were affecting the system and queue times. The new telephone system allows us to continuously monitor the queues on the telephones and if needed add more users to answer calls / clear the queues.

The practice offers telephone consultation to all patients and if a patient needs / wants to be seen face to face the doctor will invite the patient down to surgery to be seen.

If you have any concerns regarding the Practice and your medical care please feel free to email the surgery parbold.surgery1@nhs.net and mark it for the attention of the Practice Manager


Provider responded

Parbold Surgery

Contact

0125737400

The Surgery
The Green, Parbold
Wigan
Lancashire
WN8 7DN

Location

CQC Widget


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