Campus Health Centre - Hull

Mathilda Cheng

I am an Asian patient with a perfectly functional command of the English language. Despite this, my very first interaction with your clinic left me flabbergasted. You booked a translator for me without informing me and rescheduled my appointment to accommodate it. When I called to ask why my appointment had been cancelled 30 minutes before it was due, I was told, quite incredulously, that I had personally walked into the clinic, requested a translator, and rebooked my own appointment. Spoiler alert: I did not.

While I am fully aware mistakes happen, the lack of apology or even acknowledgment of the possibility of error was unsettling. Either someone made an egregious note-taking mistake or you confused me with another Asian patient, which is not a great look. Racist? Maybe. An administrative disaster? Absolutely.

At the time, I chose to believe it was just an honest mix-up, albeit handled poorly. However, today, a year later, my white partner was on the receiving end of similar gaslighting. This really adds some extra spice to the situation because if this happens regardless of ethnicity, it is starting to look like there is a systemic issue with patient communication and accountability.

I understand there are not many alternative clinics in the area, which means we are unfortunately stuck with you. That said, I sincerely hope you take this feedback on board and work towards ensuring all patients, regardless of their ethnicity or perceived English skills, are treated with respect, clear communication, and a willingness to own up to mistakes when they happen.

Thank you for your time and attention. This will be posted on Google review just so the public can hold you accountable.

All the best.

Kate Cunnah

I have been with this surgery for over ten years now and they are exceptional. I find the current GPs (Dr Milazzo and Dr Lorences) are extremely kind, thorough and helpful, and the reception staff are always friendly and helpful - I'm genuinely not sure where the comments below about staff being rude come from as in my ten years with this practice I have never found them to be anything other than kind, rational and respectful. I've never had a problem getting through on the telephone, getting my prescriptions every month, or getting an appointment. The way they manage daily appointments seems reasonable within the current NHS context, and resources available to them. When I come for my appointments, I have never, ever waited more than a few minutes past my appointment time which is in stark contrast to my previous GPs in Cottingham where it was almost always at least an hours wait past the appointment time. From what I've seen, the surgery listens to feedback and makes changes according to patient needs. In my experience, this practice is far superior to many others locally, and I wouldn't hesitate to recommend this excellent practice.

Leon Welburn

I’d just like to say a massive thanks to Patrina for helping me through my first bloods test without fainting. It’s a big thing for me as I’ve always hated needles. You’re an absolute star Patrina and thank you again!

Daniel

I registered at this GP when I started uni here, and they have been a nightmare. Not sending prescriptions through on time, horrible reception staff who put all the blame on you for their own incompetence. I'm type one diabetic so take insulin daily. Around a month ago I received a letter saying I didn't live in the area so they were discharging me, I called and told them I lived right round the corner so they said they would keep me. I ordered a prescription a week ago and went to collect it today, nothing was at the pharmacy so I called the GP and said I'm not registered there. They removed me despite telling me they wouldn't and now have caused all sorts of issues considering I need the insulin to live. Don't trust a word they say and steer clear, look elsewhere for a better GP.

Mel Haynes

I’m so grateful to be registered at this practice. The reception staff are super helpful and friendly, my GP is lovely and I have never had any issues in getting through to the surgery or making an appointment, which is really rare these days. I’ve been registered here for more than 20 years and am a very satisfied customer.

Person Mcpersonson

Truly one of the worst general practices I have ever been a patient at, all the staff are disgusting and rude, drs don’t even know the proper protocol for referring people, contacted because I have a rash and was referred to an optician who can’t even provide a cream or any treatment for the rash. Saw a dr put in incorrect information in their notes when documenting my blood pressure and pulse saturation when I went in due to viral chest infection the numbers put in on the screen were different to what was being shown on the reading and dr didn’t even count my respiration rate for a full minute, surgery isn’t kept well at all and actually quite dirty, perfectly matches all the staffs attitude. Low quality care and very terribly run.

Harriet Coxon

Every time I call up I am met with rude staff who have no compassion at all. I get the contraceptive injection to help with menstrual problems but the receptionist can’t appreciate that everyone handles pain differently, and some people experience more pain than others. A few months ago when going into the surgery for my injection I heard the receptionist joking together saying “some girls just need to learn how to handle pain, we have for the past 40 years”. I found this very insensitive, especially since they were joking about another patient who they had just been on the phone to.
On another occasion I had to get blood taken and give a fecal sample. After waiting two weeks for my results and calling in to check on my results I was told they lost both of my samples (blood and fecal). When I then gave in to give more blood and collect a sample tube I was told that they found my samples but had to wait a further three weeks for my results. Then when my telephone appointment came to discuss my results I was told the appointment would be before 2pm as I had work 3pm until midnight. I got the call at 7pm which is after the doctors open hours. When calling the next day, I was told I would have to wait a further 3 weeks in pain before I could discuss my results.
I can appreciate the crisis the NHS is going through but kindness costs nothing and it would have been nice if the receptionists had a bit more compassion, which I’m sure is in their job description.

Zoe Fenwick

After seeing some of the negative reviews, I was really worried about making my first appointment here. I had nothing to worry about though- the ladies I spoke to on reception were amazing- extremely compassionate, helpful and kind. They did everything they could to help me, and the doctor I saw was also very helpful.