Audley Mills Surgery - Ratings and reviews
Reviews
-
Review titled No gp appts
Rated 1 star out of 5
by Anonymous - Posted on 01 January 2024
Attempted to book appt but none available until end of February when gps resume but can't book more than 16 weeks in advance either so just no service. Poor communication reception staff not interested say you have to wait until appt comes available we are short staffed etc just typical refusal to meet patient needs. Having trouble getting gp care wasn't any easier before Xmas yet now no gp appts well over 16 wks you can't book an appt.
Visited January 2024
Review titled Audley Mills Surgery
Replied on 02 January 2024
Thank you for your feedback. I am sorry that you have not been successful in booking an appointment. We have had an impact on the appointment system and available appointments due to the Christmas bank holidays along with the junior doctor strikes which are continuing to impact our services as these strikes continue. I am sorry to inform you that we have a lower number of appointments available due to this. However, I would advise you that we do have appointments available every day. We have a limited number of online appointments released at 8pm for the following day. We have appointments each day which can be booked by coming into the surgery or by telephoning us from 8am. We also have an emergency doctor available everyday for any medical problems that cannot wait. We offer an online consultation via our PATCHs system which can be accessed via our website www.audleymills.co.uk I hope this information assists you but as your review is anonymous, we cannot contact you directly regarding this. Practice Manager
-
Review titled Exemplary Care
Rated 5 stars out of 5
by Mrs Cottage - Posted on 19 December 2023
I can not speak highly enough of the continued treatment I have received from my GP at this practice. The GP has been so thorough in investigating my symptoms and finding solutions - I couldn’t be more greatful. I feel very lucky to have received such an excellent ongoing service. I would highly recommend this GP practice. They have also done a lot to try and make it easier to get an appointment. There are now more appointments available to book online.
Visited December 2023
Review titled Audley Mills Surgery
Replied on 20 December 2023
Thank you Mrs. Cottage for taking the time to post this review which is very much appreciated especially with the review being so positive. Your review will be circulated amongst the team to give a good morale boost. Thank you once again. Practice Manager
-
Review titled Appalling service no consistency rude admin/reception staff
Rated 1 star out of 5
by Anonymous - Posted on 21 November 2023
Unable to secure much needed prescription follow on from hospital been months requested multi times yet now running out of medication and no repeat implemented rude admin staff provoking stress due to their none existing empathy thats not helping the situation to solve the problem or keep the patient calm but instead infuse stress and anger pure frustration as not an alternate surgery to attend and no care given. Difficult to get consistent care had multiple issues over 15 yrs unable to secure gp appt regularly most of the admin staff are not polite and provoke argument over the phone they never say sorry and very obstructive in helping the patient don't listen or process your given right of health care needs.
Visited November 2023
Review titled Audley Mills Surgery
Replied on 21 November 2023
I am sorry that you have been unable to obtain a prescription after being seen at the hospital. It is the surgery protocol that when a prescription has been issued by the hospital, to continue you this as repeat medication, we require correspondence from the hospital confirming this. Once correspondence is received, the medication is added to your repeat medication screen. I am sorry if you found no empathy from the staff who were trying to assist you. We do expect patients to not vent their anger and frustration towards the receptionists when they are following the correct protocol. As with all feedback, I will ensure that the reception manager is made aware of your comments, and she can discuss these with the reception team. We expect all our staff to deal with patients in a caring and helpful manner. I am sorry if you have had difficulties in trying to secure an appointment and I would advise you that appointments are available on the day and in advance (subject to availability) by telephoning, by going online or by coming into the surgery. Alternatively, we have a PATCHs online consultation you can always use to make contact. Unfortunately, you have remained anonymous, I cannot reach out to you directly but, as with all feedback if you would like to discuss this on a one-to-one basis, please make contact with the surgery through the usual channels. PRACTICE MANAGER
-
Review titled bad practice
Rated 1 star out of 5
by lilian davis - Posted on 30 November 2023
The doctor said we have to change my tablets, ring the practice and book, but the lady on the phone said you have to wait until the 20th, to see my doctor,,i have now run out, please advise ,,please dont ask me to ring again, i am 80 yrs old,,
Visited November 2023
Review titled Audley Mills Surgery
Replied on 05 December 2023
Thank you for your review. I am sorry for the confusing messages about your medication. I have booked an appointment for you to discuss this further with the doctor which I hope is to your satisfaction to get this sorted. If you require anything further, please do not hesitate to contact us again. Practice Manager
-
Review titled Shocking bookings and enquiry system
Rated 2 stars out of 5
by Anonymous - Posted on 30 October 2023
Trying to get through on the phones is a nightmare. I've spent almost my entire lunch hour trying to speak to somebody to ask a question about my son's prescription. I've been number one in the call queue for 30 minutes. I've also tried getting through on the general enquiries line and nobody is answering. What am I supposed to do now? I have to get back to work. The doctors are wonderful but the communication system is unacceptable. It's been this way for years. So unhappy with the service.
Visited October 2023
Review titled Audley Mills Surgery
Replied on 01 November 2023
Good morning Thank you for taking the time to write this review and for your positive comments about our doctors. Unfortunately the phone lines are extremely busy and demand is at the highest it has ever been for appointments and queries, our staff work extremely hard to try and meet this demand but unfortunately this isn't always possible. We are in the process of having a new cloud based telephone system installed which will hopefully help with this problem. This should be within the next few months. Kind regards Practice Manager
-
Review titled Great care
Rated 5 stars out of 5
by Jackie O'Brien - Posted on 24 October 2023
I registered with Audley Mills Surgery 3 years ago when moving to the area. I can honestly say that I have always received first class care from every member of the team. I use their Patches online system for all non-urgent medical enquires and requests and have always received a response and appropriate treatment within 24 hours, as was the case today. The GP's, Practice Nurse, Pharmacist, Practice manager, Secretaries, Reception and admin staff have always been warm, caring, responsive and knowledgeable and have provided my care in a timely way. Thank you.
Visited October 2023
Review titled Audley Mills Surgery
Replied on 25 October 2023
Good morning, Thank you for taking the time to leave a review. We are always grateful of feedback both negative and positive. I will circulate your feedback to everyone for a much needed morale boost. Thank you once again for taking the time to post this review. Practice Manager
-
Review titled Terrible GP service
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
Had a recent blood test for thyroid blood check. Shockingly the GP registrar just sent me a text to say he has reduced medication again by a third without consultation. I was waiting for results to then have a consultation to discuss symptoms experienced from last medication reduction. The GP registrar just made a decision without speaking with me and also on my online results it says to test for Thyroidal illness in future blood test when I have had a total thyroidectomy 6 years ago! He obviously didn’t check my notes which is very poor, which makes the reduction in medication by a third without consultation even more shocking! I now have to make an appointment with another GP to discuss. The Appointment booking system is rubbish, one rings up, be on the line for an hour and then get cut off! Alternatively, one can try the online system for the handful of next day appointments that appear at 8pm and all appointments are taken in less than a minute. There needs to be more appointments available, and not just for next day.
Visited September 2023
Review titled Audley Mills Surgery
Replied on 14 September 2023
Dear patient Thank you for your review. I am sorry that you have had a negative experience. We are currently investigating this complaint which we received separately a couple of days ago and will respond to privately. Kind regards Practice Manager
-
Review titled Fantastic service
Rated 5 stars out of 5
by Lisa Lane - Posted on 13 September 2023
This surgery has been amazing in treating me in the last two weeks. The GP that I see was so professional in the face to face appointment and giving me a call back a week later to follow up on my illness to then referring me to the necessary Hospital. The receptionists have also bern polite caring and helpful. I cannot fault this surgery on how they have dealt with my health concerns.
Visited September 2023
Review titled Audley Mills Surgery
Replied on 14 September 2023
Dear Ms Lane Thank you for your positive feedback. We always appreciate patients taking the time to post positive comments which we will feedback to our staff who work extremely hard. Kind regards Practice Manager
-
Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
Tried to book an appointment took 1 hour and 50 minutes to get an answer even though I was number 1 in the queue for 20 minutes, partner also tried at the same time from his phone was number 7 in the queue which went down 2 places to number 5 in 15 minutes while I was still number 1 !! Today came in for an appointment was seen late, I had another appointment straight after so because of being seen late, made me late for next appointment and they rang me to see where I was because I had booked in online! Prescription was issued and sent to pharmacy which I was told would be delivered to me because I couldn’t get back there (due to condition I went there for) nothing arrived so rang surgery, 15 minutes to get through at number 1, again! Only to be told ring the pharmacy, I did, pharmacy said it’s not ready that was from 10.50 am, till 6pm! And they don’t deliver, so am sitting here now wondering what to do and how I am going to get my prescription, thanks Audley Mills surgery and pharmacy!
Visited September 2023
Review titled Audley Mills Surgery
Replied on 12 October 2023
Dear Patient Thank you for your feedback. I am sorry that you had difficulties getting through to book an appointment, we have various options available to our patients for appointment booking. We are also due to be moving to a fully cloud based telephone system within the next few months and reviewing the way we book appointments so hopefully this will improve. Unfortunately there are some unavoidable situations which mean our clinicians may run late for their appointments. This could be a medical emergency within the surgery or simply that a consultation may take longer due to the nature of the appointment. We appreciate your understanding with this. The issue you have described regarding your medication would need to be discussed with the pharmacy. Whilst we share the same name, they are a separate entity and so you would need to raise this directly with them. If you would like to discuss your concerns further, please do not hesitate to contact us and we will do our best to help. Kind regards Practice Manager
-
Review titled Terrible appointment booking system
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2023
The booking system is rubbish, one rings up, be on the line for an hour and then gets cut off! Alternatively, one can try the online system for the handful of next day appointments that appear at 8pm only and all appointments are then booked in less than a minute. There needs to be more appointments available, and not just for next day. It is very inconvenient for patients to go to the surgery and queue up to book an appointment in person.
Visited September 2023
Review titled Audley Mills Surgery
Replied on 14 September 2023
Dear patient Thank you for your feedback. I am sorry you have had a negative experience. We are in the process of negotiating a new cloud based telephone system as per the recent GP contract. Appointments are released for on the day and also pre-bookable appointments on a first come first served basis but unfortunately there is always high demand for these. We currently have 9 GP partners and 3 salaried GPs as well as several GP registrars, an advanced nurse practitioner, clinical pharmacists, physiotherapists and a team of nurses, hcas and phlebotomists and so offer a wide variety of appointments. Like most GP Practices, demand for appointments often outweighs availability due to the large number of patients registered within the area and whilst we appreciate some patients do struggle to obtain an appointment, our team will continue to work extremely hard to try and accommodate everyone. Kind regards Practice Manager