Fellview Healthcare - Egremont

Sinem A.

My experience with fellview healthcare at both egremont and Whitehaven has been unacceptable. A bunch of doctors who do not care about the health of others and rush all appointments to the point my 2 month old baby was prescribed something (after 2 separate appointments mind you) completely different then what I was told and something he actually didn’t need. I have even sent email complaints about my experience at both gps and have received nothing but more useless telephone appointments to be told to make another appointment if I want him seen again for a proper assessment. not even an apology for my experience. Disgusting

Natasha M.

Can never get an appointment. Last time I wanted an appointment called 40 times on repeat dial and couldn’t even get connected. Stopped repeat prescription via text without prior warning leaving me without medication. Maybe if I could get an appointment I would be able to come in to discuss!!!! Or a phone call would have been nice! Looking for an alternative surgery. Absolutely rubbish!

Tom C.

PART 1: I’m not one for knocking the health services normally, but when someone close has had a bad experience I guess the need is there to speak up.
A family member, who would prefer to remain nameless went into the surgery earlier today with an issue that had previously saw him see a doctor immediately; receive injections (in the surgery) due to what was potentially a life-threatening condition and have the doctor immediately call an ambulance for him.
However, earlier on today the madam behind the counter took it upon herself to declare that said family member would not be seeing a doctor, in what would by all accounts sound like a ‘greater-than-thou’ voice of authority. We all know the type. The one’s who let a little bit of power go to their head. The one’s who think they’re being forthright and accurate but sound like complete and utter swines.
Of course, diplomatically speaking, tough decisions are part and parcel of these jobs and the folk in that role will no doubt rise and fall based on their decisions.
However, we’re not talking about a landlord’s decision as to whether someone drinks in their pub or a shopkeeper’s decision as to who is served on their premises.
These are lives we’re dealing with.
Surely any doubts should be cast aside even if it’s in the ‘just in case’ category.
But Cruella’s actions had consequences which meant that a situation which could have made my family member’s day a lot less stressful turned into a bit of a nightmare which ended up with him in hospital, subjected to numerous tests and (at present) at least one overnight stay. You could argue these things would have happened anyway, but a little bit of consideration, kindness and thought would have made things much easier. Would it have been too difficult to call for a doctor, just in case? Just for a second opinion? I highly doubt it.
The arrogant so and so who made the call: Does she have the medical knowledge to send someone packing and so nonchalantly tell them to call 111 or at best go straight to A&E,
especially after she was advised of what happened the previous time such a thing occurred?
Would a ‘better safe than sorry’ approach have been more appropriate? It’s easy stamping down your authority, being direct when you’re in that position, but where’s the empathy? The compassion? The commitment to the patient?
Maybe it will take a worse outcome next time for the receptionist to change her attitude, but next time it might be too late for the person on the receiving end of her authoritative ways.
If she isn’t already, then the woman should feel thoroughly ashamed at the way she dealt with the situation today. I just hope she doesn’t make a wrong call in future which could have dire consequences.

PART 2: Monday: After an injury over the weekend, I call for an appointment. I know what you’re thinking- idiot. Yes. I don’t get through. Fill in online form for sick note. Message says turn around is 3 working days. (Fair enough)
Call Monday afternoon to make sure this has been received. Told it has been and the turn around is usually 48 hours, so should be ready by Wednesday. (Fine, a day earlier than expected)
Call Wednesday afternoon to be told it wasn’t ready but should be by tomorrow. (No worries)
Call Thursday and speak to someone who sounds very helpful, telling me I’m fifth in the queue, she expects it to be dealt with by end of her shift and she takes my email to forward it to me. (Great! We’re getting somewhere.)
Call reception Friday morning to be told it was unlikely the sick note would be with me today and the previous person had got it wrong (not ideal)
Call reception Friday afternoon to be told a doctor would be calling me on Tuesday. This person was thereafter offended and annoyed by me daring to question why it would take six working days to arrange for a sick note to be signed off. She thought it appropriate to talk over me, interrupt me, and show not a scintilla of patience for the patient (Great that I eventually got an answer but overall absolutely appalling).

Sara P. (.

Seriously, this surgery is absolutely dreadful. Made a record 18 calls for 50 minutes, then I was in a 19-caller queue for about 30 minutes, then when I got through the phone rang without any answer for about 8 minutes before I hung up in frustration! There should be a way to give Fellview healthcare 0 stars. Drs and nurses are all fine but if you need something urgently, you either find a way to get yourself to the A&E at Whitehaven or you could die at home with no help or support from this GP!! Unfortunately there are no other GP surgeries in the area, even private ones (I'm posting under a secondary account for fear of reprisals - my husband and I registered under the now-defunct Frizington surgery).

Dawn N.

Very unprofessional secretary on the front disgusting attitude,defensive for no reason. I called in to ask for a call back due to not being able to get through on the phone at all. Looked down her nose and then shouting at me as I walked out for speaking to someone I know saying it's ridiculous these days isnt it...tell me it isn't ridiculous to get a appointment or a call ? I wasn't talking to her yet she continued raising her voice this women's in the wrong job because she is no people person! Rang 111 and dealt with swiftly will be bypassing this doctors from now on!!!!! Shocking rude and abrupt.

Liam M.

So today I experienced first hand the worst side of this surgery, now before I start I understand the stress and pressure surgery staff are under but wow I wasn't prepared for the negligence I was going to experience this morning. Anyway here it goes.
So I have an 11 month old baby that was hospitalised due to seizures at a few weeks old.since then she has been on medication to prevent this, this morning disaster happened we dropped her medicine and broke the bottle before we could administer it. So I rang the surgery and explained the situation that without the medication she would almost certainly have a seizure that would be life threatening could they speak to a doctor as a matter of urgency and push a prescription through. Baring in mind by the time I got through to speak to someone the medication was already 3 hours overdue.
The answer i received from a very unempethetic irate receptionist was "NO, it takes 2 days to sort a prescription"
So again I explain the importance of this medication being administered ASAP and even asked if I could speak to a doctor myself as its a baby and the severity of the consequence should she not have it.
The reply i received this time "look i have 27000 patients and the doctors are too busy ring back later and I'll tell you if the doctor has had chance to look at your request but I won't push anything through for you"
So my blood is beginning to boil now
I ask what I'm supposed to do then, its a serious situation and she will have a fit without her meds?
The receptionist answer, "well if she has a fit ring 999 like in any emergency"
Gobsmacked and without a clue how to respond to that I hung up.
Someone however needs to explain to these Receptionist they are not trained medical professionals and when someone is emphasising the implications of their needs in order to gain help they should consult the relevant medical professionals to get an answer not just for the patients off. This could have been resolved quickly by her simply speaking to a doctor to authorise an important prescription in exceptional circumstances.

Lee R.

If I could give zero stars I would. Tried getting an appointment on a few occasions and keep getting told it's fully booked and that's if I can actually get to speak with someone, usually rings and rings or just has the engaged tone. Absolutely pointless.

Sharon W.

Unable to score a minus hence a 1. Poor patient care, unable to get through, unable to get appointments. Had to make a complaint about a locum that was dealt with very shoddily. Now in process of registering elsewhere as had enough.