Bourne End & Wooburn Green Medical Ctr - Ratings and reviews
Reviews
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Review titled Responsive
Rated 4 stars out of 5
by Lisa - Posted on 25 April 2024
I had a new health event a few weeks after a previous serious one. The surgery phoned me back within the hour of reporting it on Klinic, then phoned me again a couple of times during the day to ensure that I had appropriately followed up with the hospital. It was much appreciated. Every time I have contacted them via Klinic in the past, I have had timely and caring responses.
Visited April 2024
Bourne End & Wooburn Green Medical Ctr has not yet replied.
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Review titled Prescriptions take too long
Rated 1 star out of 5
by Dr. Eva Speight - Posted on 21 March 2024
I think it is unacceptable for patients having to wait 2 weeks to get their prescriptions. They have many doctors working there and a duty doctor plus prescription clerk, so it should not take that long. My husband is disabled and in pain. If you are like this and have to wait two weeks for relief, that is not on. I had a similar experience recently. I need my HRT patches. I requested them and after one week, a Receptionist told me over the phone:”But you have not requested them yet!” I nearly fell backwards. In the end, they produced one within one week to be fair. But it did put me into an artificial Menopause for two weeks. Which was not pleasant or healthy. Had other bad experiences at this Surgery. Would not recommend them at all. Needs total Overhaul./Management.
Visited February 2024
Review titled Bourne End & Wooburn Green Medical Ctr
Replied on 03 April 2024
Dear Dr Speight Thank you for your feedback. As per my previous email response to this complaint. Our turnaround time for prescriptions is 5-7 working days, this is highlighted on our website. I thought it would be useful to audit your medication list to establish where (if any) delays have occurred in the process of us issuing your medication. I can confirm that your most recent prescription requests were issued within 3 working days. While I regret that you have experienced dissatisfaction, on this occasion we have issued your medication well within our turnaround time of 5-7 working days and I would suggest requesting the medication earlier to prevent running out next time. Thank you again for your feedback. Kind regards Claire Sharma Practice Manager
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Review titled Shocking practice
Rated 1 star out of 5
by Mary White - Posted on 27 February 2024
In December I was removed from the register, meaning my prescription was rejected, I'm still waiting for a call as to why I was removed without warning, I managed to rectify this myself. My solicitor has advised I stay at this surgery until a case is resolved. I put in another prescription, this was also rejected as they took too long to approve so during Christmas I had to ration my meds, which you're not supposed to do with anti depressants... 4 weeks in total it took to get my meds. After a 3rd prescription was requested and me chasing every day until it was released. I put another prescription in last Wednesday 21st and it still hasn't been released to Lloyd's direct 5 days later, however my daughters prescription that we put in on Sunday is on the way today... I honestly give up now. You can't unregister someone without giving them notice especially when you've been told by a legal professional that I need to stay at the surgery until a Negligence Claim has been settle. Note the Negligence case isn't for me but on my late husbands behalf and not even against this surgery. I'm really starting to think now that this is personal because I have started a Negligence case and you've all closed ranks! It shouldn't be this hard to get a prescription or should I have to ring, to be on hold each day for 45 minutes to chase it up.
Visited February 2024
Review titled Bourne End & Wooburn Green Medical Ctr
Replied on 27 February 2024
Dear Mrs White Thank you for your feedback and for bringing your concerns to my attention. First and foremost, I want to extend my sincere apologies for any confusion or frustration this matter may have caused you. It is essential for us to clarify our policies and procedures regarding out-of-area patients to ensure transparency and fairness for all our patients. As you may be aware, healthcare services are typically organised by catchment areas, and patients are generally registered with a GP practice within their local area. This system is in place to ensure that patients have convenient access to primary care services and to manage the demand for healthcare resources effectively. Upon reviewing your complaint I can see that in August 2023 we were alerted that your address had changed meaning you no longer lived in in the area of the Practice boundary. Therefore, following Practice Policy we sent you am out-of-area letter on the 19th September 2023, to your address at the time giving you 30 days to re-register at a Practice nearby. You then contacted us informing us that one of the GP partners had said that you could remain as a patient due to your ongoing circumstances, we then confirmed this with the GP partner and cancelled the deduction. I understand that this policy may not have been adequately communicated to you, and for that, I apologise. It is our responsibility to ensure that our patients are fully informed about our policies. You mentioned in your complaint that you had been experiencing a delay between requesting the medication and it being signed off by the GPs in December and January. To identify where the issues were in the process, I conducted an audit of your medication. This involved looking at the date that the prescription clerk raised the request and the date that the GP signed it off, this would then highlight where we have not adhered to our prescription turn around time of 5-7 working days. Your most recent prescription request was raised last Wednesday, this is due to be signed off today which means we will have fulfilled the request within 5 working days. In January you requested your prescription on Wednesday 3rd January and it was issued on Monday 8th January, this is 4 working days. Unfortunately, I cannot see any medication requests for December or November so I was not able to audit those months. I am sorry if you feel that the 5-7 working day turn around time is not adequate, when considering the turn around time we took into consideration staff sickness, annual leave and staff shortages. 7 days is worse case scenario and we generally sign prescriptions off within 2-4 working days. While I regret that you have experienced dissatisfaction, please know that we take all feedback seriously and strive to provide the best service possible to all our patients. Yours Sincerely Claire Sharma (Practice Manager)
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Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 09 December 2023
Promised call backs don’t happen Never see same doctor and advice different every time D Some GPs very dismissive and can’t wait to get you out of the door Not a patient here thank god but very distraught relative is
Visited December 2023
Review titled Bourne End & Wooburn Green Medical Ctr
Replied on 11 December 2023
Dear relative of patient Thank you for your feedback. I am Claire, the Practice Manager at the Surgery and I would really like to discuss this with the patient. Please could you provide me with the patients name at management.bewgmc@nhs.net so that I can contact them as a matter of urgency? Kind Regards Claire Sharma Practice Manager
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Review titled Worst communication from GP practice in the area
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
Receptionists are extremely impatient and unhelpful over the phone when patients ring for appointments when unable to use the online appointment system. This practice needs to urgently provide receptionists with training on good communication especially active listening skills and unconscious bias training.
Visited November 2023
Review titled Bourne End & Wooburn Green Medical Ctr
Replied on 11 December 2023
Dear patient Thank you for your feedback. I am Claire the Practice Manager and really sorry that you have had a poor experience at the surgery. Could you please provide me with some further information to aid me in my investigation. If you could provide me with some of the dates and time of your interactions with the receptionists I would be most grateful? Kind Regards Claire Sharma
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Review titled you always respond to requests very quickly
Rated 5 stars out of 5
by Anonymous - Posted on 18 January 2024
I listen to our children complain about the lack of service where they live and realise how lucky we are to be at this surgery. I always get a response when I register a request on-line and often get to see a Doctor that same day. ( but I suppose you need to realise that it helps to make the request at 8 am )
Visited October 2023
Bourne End & Wooburn Green Medical Ctr has not yet replied.
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Review titled Great staff
Rated 5 stars out of 5
by Karra beasley - Posted on 23 October 2023
Since joining recently I am shocked at how simple it is to get an appointment, how wonderful staff are! Receptionist and Drs have been amazing!
Visited October 2023
Bourne End & Wooburn Green Medical Ctr has not yet replied.
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Review titled Forgot to submit a referral
Rated 3 stars out of 5
by Anonymous - Posted on 19 December 2023
I attended a GP appointment in September 2023, requesting an ADHD assessment through Right to Choose. This has been impacting negatively on my work and personal life for many years. I submitted a written letter in the addition to the necessary questionnaire, prior to seeing a GP in person. I was informed that the referral would be made. 3 months later, I requested an update from the GP. I received the following message: 'I've check with the secretary, and apologies - the referral wasn't made. Please could you fill in X survey and book a routine appointment'. I am so disheartened, and feel extremely let down by the practise.
Visited September 2023
Review titled Bourne End & Wooburn Green Medical Ctr
Replied on 20 December 2023
Dear Patient Thank you for your feedback. It would be really helpful if you could provide me with further information so i can look into this incident further. Please could you email me at management.bewgmc@nhs.net. I am sorry that your referral was not sent within the expected time frame but I would be interested to know if it had anything to do with the Choose and Book service being disabled due to demand. I am also shocked by the response once the error was identified as it is not generally how we deal with such issues. I am extremely sorry for the delay and for causing you to feel disheartened and let down but I can assure you that we are always looking to improve our processes to avoid errors like this being made. Unfortunately, the wait time for these referrals are 2-3 years but please let us know if there is anything we can do to support you in the meantime. Kind regards Claire Sharma Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Emma - Posted on 19 June 2023
I have been with the practice for 20 years. I switched here after the gp I was at wasn’t listening and I felt like I wasn’t getting anywhere, the same can’t be said here nothing is too much for them. Recently using klinic forms I get contacted within an hour of putting the request in and normally get an appointment the same day or the following day. The care has been amazing. There was a time I was there frequently as we couldn’t figure out what was wrong but the doctors never gave up and kept and sending me for scans and tests until we found out what I had wrong which is something quite rare and could have been missed if they hadn’t kept pushing for answers for me. The follow ups and care I had after major surgery was outstanding and I never feel like I’m being fobbed off. The doctors I’ve seen all listen to what I have to say and make sure I have follow up appointments if needed. They are great at getting appointments round my work as due to my job it’s hard to get cover to leave and will do a phone consultation if they can. The reception team are great and very helpful when I’ve needed things done quickly and nothing seems like too much. They have shown great support and are quick to message and contact my surgeons and consultants at hospitals when I have issues that they need to see me about. The only slight issue is sometimes when I need to call the wait time can be long but that isn’t their fault it’s due to how many patients they have and how many are calling at the time. But the klinic forms help this and saves me the wait on the phone if it’s something I don’t need to speak to them about. The only other slight issue is klinic is closed when reached capacity which can be quite quick and again due to my job I can’t always get on when the form opens.
Visited June 2023
Bourne End & Wooburn Green Medical Ctr has not yet replied.
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Review titled Brilliant service
Rated 5 stars out of 5
by Anonymous - Posted on 31 May 2023
I requested an appointment online at 6.05 am and was contacted at 7.30 am with an appointment to see the GP at 9! All the staff were very efficient and pleasant. Cannot fault this service, well done.
Visited May 2023
Bourne End & Wooburn Green Medical Ctr has not yet replied.