Audley Mills Surgery - Ratings and reviews
Reviews
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Review titled Rude and unreliable staff
Rated 1 star out of 5
by Anonymous - Posted on 20 September 2023
I had issues with my prescription and had to contact the Surgery. The staff are rather rude and abrupt on the phone and one gets the impression they are not really listening and do not really care about the patient’s concerns. Actions they promised did not happen. Revised prescriptions not sent to pharmacy even though it was promised would happen. When chased was told there was an issue and they noted their screens. What is the point of that if they don’t follow up and advise the patient? They honestly just expect one to wait and then call back. Also, even though the Prescriptions person said they will investigate and call back, it does not happen. No call back. I spent a long time waiting but to no avail. I ended up booking an appointment with a GP the next day just to resolve. Such a waste of time and resources, for me and the GP. Staff should have the integrity to follow up on agreed actions and if any problems to tell the patient. Also, if you say you will call a patient back then do it!
Visited September 2023
Review titled Audley Mills Surgery
Replied on 20 September 2023
Dear patient Thank you for your feedback, we are sorry that you have had a negative experience. I am unable to investigate this as you have left the comment anonymously, however if you wish to discuss this please contact the surgery and we will investigate the issue you describe and try to resolve this for you. Kindest regards Practice Manager
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Review titled Rudeness
Rated 1 star out of 5
by Disgruntled - Posted on 12 August 2023
very poor telephone communication, when you can get through! once through to a human you are met with dis-interest, at the surgery they have no privacy when talking with you and want to know what your problem is! when I said thats private and I did not want to share it with the numerous people standing behind me, I was met with sigh, these people are medically trained in clinical or a&p and are ill equipped to triage patients with no adherence to data protection let alone caldicot
Visited August 2023
Review titled Audley Mills Surgery
Replied on 16 August 2023
Thank you for your review and allowing us to reflect and improve our services. I appreciate the telephones are always busy which means waiting on the line until you are answered which can be frustrating. We are looking at changing our telephone system later this year which will hopefully bring improvements. The partners have asked the receptionists to obtain the medical reasons for the appointment to ensure the patient is appropriate signposted to the correct clinician. Our receptionists are trained in care navigation which is to signpost patients to the most appropriate clinician for their needs hence why you are asked for the reasons behind your appointment. If you do not wish to divulge such information you are perfectly within your rights to say that it is a private matter, and no further questions will be asked. I note you have submitted this anonymously so I cannot reach out to you directly. If you wish to discuss this matter further, please do not hesitate to contact us directly.
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Review titled Access to doctors practically impossible
Rated 3 stars out of 5
by Anonymous - Posted on 04 April 2023
I had a chest xray & results were not conveyed to me, despite notes on xray report and needing antibiotics. The first I knew was Boots telling me I had prescription waiting. I collected xray report, but wanted to speak with someone as didn't understand certain words. Was more or less told no, read the report. I went home & Googled everything; that's how I found out!!! I did get to see doctor following week, but not discussed in detail,nor was I examined, despite having infection & partially collapsed lung. Was advised to see what follow-up xray showed. Feel let down, especially as had to get details of my probs from Google. Been with surgery for 40 years & used to be wonderful.
Visited March 2023
Review titled Audley Mills Surgery
Replied on 10 May 2023
Thank you for your review. I am sorry that your chest x-ray results were not relayed to you. All results are sent to the doctor to review and the patient is then contacted. I have reminded all Clinicians & staff that patients should be contacted especially when a prescription is due. For future, if you wish to have clarity on what exactly your x-ray results showed and want an explanation, I would suggest you book a telephone consultation with a doctor who can explain for you as unfortunately the staff are not medically trained. I am sorry if you feel you have been let down. If you wish to discuss this matter in future detail, please contact us directly. Practice Manager
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Review titled Not good
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2022
I attended with a 4 month old baby to try and get a non urgent appointment as I was concerned about a lump on my babies nipple. I was refused an appointment and advised to call at 8am the next day . I called 3 or more times dead on 8 the next morning and couldn't even get in the queue for an appointment, I was just cut off every time. The staff were rude to me when I first attended as I explained I had a newborn and a child at school and struggled to call at 8am. No understanding of this was shown. I am unable to get an appointment for my baby now and have weeks of worry until I can get seen. I found the staff rude as they talked to me like an idiot when I was trying to explain how hard it is to get a 6 year old to school and a newborn up and ready whilst trying to get a doctors appointment. I had spoken to a health visitor who advised I needed to see a doctor yet I cannot get an appointment. I find this frustrating as I was very polite at all times and am not sure why the reception staff have to be so dismissive, a tiny bit of understanding would go a long way.
Visited October 2022
Review titled Audley Mills Surgery
Replied on 06 October 2022
Good morning, I was very sorry to read your review of the difficulties you have experienced in trying to obtain an appointment for your 4 month old baby. Children and babies are always prioritised with appointments provided this is mentioned to the receptionist when you are trying to book. The reasons the phone system cuts you off is that it only allows 15 callers to take a place in the queue and from 16 caller onwards you are informed and cut off. I appreciate it is difficult when you have young children to phone at 8am or come up but we do offer online appointments and we also have an online consultation (not to be used for anything urgent) called PATCHs which is available via our website www.audleymills.co.uk I would obviously like to get your baby seen by a doctor and would ask that you telephone the surgery and ask to speak to the Practice Manager and I will endeavour to assist you. Practice Manager
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Review titled Great Doctors but virtually impossible to get an appointment
Rated 1 star out of 5
by Jason R - Posted on 15 August 2022
The title sums it up I have been in the same position in the call Queue for 20 minutes. It has not improved since your reply to the last review. Perhaps you need to have another look again....This part of your patient care is quite frankly awful.
Visited August 2022
Review titled Audley Mills Surgery
Replied on 16 August 2022
Thank you for your review. The telephone system has always been problematic and something we are continually trying to improve. We have recently cut the number of patients queuing to reduce the long waiting times for patients but, this is obviously dependant on how long each caller takes. We have recently submitted some changes to our phone provider which should take effect very shortly which we hope will improve the system. I would advise you that we offer appointments in a variety of ways, online (if you are registered for this service), by coming in to speak with the receptionist face to face to book as well as by phone. Practice Manager