The James Cochrane Practice
Helme Chase Surgery, Burton Road, Kendal, Cumbria, LA9 7HR Also known as: Helme Chase Surgery, Maude Street Surgery
3,609
reviews
Reviews
Recommend
Involvement
Cleanliness
Staff
Appointment
The James Cochrane Practice
2022-08-19
Person
3
5
0
19th August 2022
Difficult to get an appointment at Helm Chase. Towards the end of June I needed a blood test to be completed 2 weeks before my 6-monthly injection. The date I was given was 25th July. Was advised to go to Maud Street Surgery where I had the test done a few days later and had my 6-monthly injection there too. This week I had a urinary infection, took a urine sample to the Reception Desk and was advised no nurses were available to test it. However, did have a text from Dr [name removed](?) later that day with a prescription for me which was very much appreciated. Generally, I've found Surgery staff pleasant and helpful.
Suggested improvements
Please make getting an appointment easier. Am aware of staff shortages countrywide, but when your problem isn't an Emergency, but you'd like to be seen within 3/4 days it is difficult for a caller to decide if the problem may in fact become an Emergency. .
3rd October 2022
Response from The James Cochrane Practice
Thank you for taking the time to share your feedback. We run our appointments across 2 sites, maximising the clinic room space available, whilst offering appointments cross both sites to give patient choice. I am pleased that you were able to have your blood test and injection at Maude Street, and I am very sorry to hear that nobody was available to test your sample. If there is no nurse on site we cannot accept samples, and will direct patients to our other site to drop them off. We are reviewing all feedback collectively to highlight common themes and areas for improvement, or where we’re doing well. Thank you for taking the time to share yours.
The James Cochrane Practice
2022-08-17
Person
4
5
0
17th August 2022
I recently contacted the surgery on line and by phone. Both times I was very satisfied with the service and with my call back from a GP in a timely manner. I have always found the GP or nurse team easy to talk to and sympathetic. I have always felt I was listened to and have recommended this surgery to a friend.
Suggested improvements
I have had the need to visit in person and the welcome on reception could be a bit more personable, but I understand that they may be overwhelmed with work or had a bad day.
3rd October 2022
Response from The James Cochrane Practice
Thank you for taking the time to share your recent experiences with us, and for your kind comments. Your feedback is really useful and we will be looking at all feedback collectively to highlight common themes and areas for improvement or where we’re doing well.
The James Cochrane Practice
2022-08-17
Person
5
5
0
17th August 2022
The James Cochrane Practice is a high-class surgery. This practice gives 99% satisfaction on all areas from cleanliness to caring staff.
The staff from the receptionists, who are very approachable, to the doctors all treat their patients with the utmost respect and take care to make sure that a patient is allocated to the correct medical person for the care they need, be it a nurse, a doctor or other professional. Whoever you need to see you will receive very good care.
Patients are well informed about their care, and It is not difficult to get an appointment either.
Thank you to all concerned you are a credit to yourselves and the surgery.
Suggested improvements
At this moment in time I cannot think of anything.
The James Cochrane Practice
2022-08-17
Person
1
5
0
17th August 2022
I’m a normally fit and healthy person but every now and then I do need to see a doctor and I absolutely dread it. I work full time and have children so just don’t have time to sit on hold to the practice for hours before anyone answers. I recently rang up on the 3rd of the month for an appointment for something that is really bothering me and they said the next available appointment was the 27th!!! I mean, that is simply ridiculous. I was told to try ringing back at 8am the next day for an urgent appt but (1) see above comment re not having time to sit on hold for hours on end which is what happens when you ring at 8am and (2) it’s not urgent in the sense I’m not dying and other people will undoubtedly have more urgent health issues, but it is simply not acceptable that I have to wait almost a month to see a doctor!
Suggested improvements
See above. You need to recruit more receptionists and more doctors or reduce your patient list!
3rd October 2022
Response from The James Cochrane Practice
Thank you for taking the time to share your feedback, our phone lines can get extremely busy, especially in the morning. We do have an option for patients with non-urgent issues (if they don’t feel they need to speak to us today) to contact us online if they have access to the internet; the link is on our website, or find it here https://florey.accurx.com/p/A82026. Our patient list always remains open for any patients that wish to join the practice, and we are not able to reduce our list; we do have more clinicians joining the team soon which should provide a little additional capacity, and we currently have 2 open vacancies within our Care Navigator team. We will be looking at all feedback to establish areas for improvement, so thank you for taking the time to share yours with us.
The James Cochrane Practice
2021-11-18
Person
1
5
0
18th November 2021
I am not happy about appointement i spok with g manager it was not helpfull he drop the phone call from me thats not great customer services
Suggested improvements
Customers service skills
13th June 2022
Response from The James Cochrane Practice
Thank you for taking the time to share your feedback, I am extremely sorry to hear of your experience. I would encourage you to contact the Practice directly so that we can understand what went wrong and highlight any areas for improvement. We have a procedure for patient complaints and feedback, which allows us to investigate things further. Many thanks, Victoria Taylor, Patient Services Manager.
The James Cochrane Practice was awarded the iWantGreatCare certificate of excellence in 2024 for delivering outstanding care.
Profile
We take pride in offering the highest standard of patient centred healthcare for the community of Kendal and the surrounding areas. Operating across 2 sites, we are the largest General Practice in the South Lakes area and offer a range of services at both. We offer some evening and weekend appointments.
We understand the importance of listening to our patients, and reflecting on feedback so that we can make improvements if necessary. Its also great to hear when we're making a positive difference!
Thank you for taking the time to share your experiences with us, we really appreciate it.
Resources
Short link to review The James Cochrane Practice: http://iwgc.net/ecatk