Eastfield House Surgery - Ratings and reviews
Reviews
-
Review titled Not able to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2024
Chasing an appointment for an ear infection for days now and there is no availability. I wish there was a channel to state your issue and let a doctor decide if you need an appointment, but there is no such a triage in Eastfield surgery. Not sure why NHS doesn't do something about it.
Visited January 2024
Review titled Eastfield House Surgery
Replied on 01 February 2024
Dear Patient I am sorry to hear that you have an ear infection and were unable to get an appointment at our surgery. We have been using an online triage system for GP appointments since 25th September 2023 and we have been able to successfully triage many patients for the minor illness that you describe. I would be grateful if you could make contact with the surgery if you are still experiencing symptoms of an infection. Alternatively, you can also visit a local pharmacy to be treated for 7 minor illnesses which includes an ear infection. The local pharmacies are able to prescribe antibiotics if required. With best wishes Liz Pope Practice Manager
-
Review titled Terrible receptionists
Rated 2 stars out of 5
by Anonymous - Posted on 30 January 2024
I am so tired of the way the receptionists here speak to people. I luckily do not have to contact the GP regularly, however I cannot remember the last time that I did and didn't have a condescending, unempathetic and downright rude receptionist at this practice take my call. The reviews on here and everywhere else say the same, and have done for years, so the replies from the surgery saying the staff receive 'regular training' are complete lies, or the training itself is terrible. I called today about my anti-depressant prescription and I was halfway through explaining the situation and the receptionist completely cut me off and asked for my date of birth. How difficult is it for someone to finish listening to what someone's saying before butting in because they clearly do not care. All patients deserve to be treated with respect and I can't understand why someone who is lacking in empathy would take on a job where they are dealing with people in potentially upsetting circumstances. Not leaving my name as there is no point in being contacted by the surgery about the review, as mentioned above, many reviews over the last few years say the same and nothing has changed.
Visited January 2024
Review titled Eastfield House Surgery
Replied on 01 February 2024
Dear Patient I am sorry to hear that you found our receptionist to be rude and unempathetic when you called the surgery. This is not how we want our patients to feel and I would be grateful if you could contact me directly so that I may investigate your concerns further. I would like to reassure you that our receptionists do receive training for their role, and do receive many positive comments for the help and support they provide our patients with. I will be discussing your review with our reception team but would be grateful if you could contact me directly so that I may investigate this incident further. All calls are recorded and I would like to listen to the call recording to identify which reception member you found to be rude. I would be grateful if you would email me your contact details via our secretaries email address: bobicb-bw.eastfieldhouse@nhs.net. With best wishes Liz Pope Practice Manager
-
Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
On 1st December I had a serious cough alongside deep bubbling sounds and wheezes from my lungs. It had worsened over the course of a week. I was refused contact with a doctor and told that 111 was the appropriate course of action. This is no surprise as it is impossible to get an appointment 99% of the time. Not for anything. I continued to deteriorate during Saturday and was getting really unwell. Breathing was becoming very uncomfortable. I was seen on the Sunday by the on-call doctor. He listened to my chest and said that I had bronchitis and that antibiotics were definitely needed. The on-call service should be for unforeseen illness, not to pick up the slack and poor patient care that is the situation at Eastfield House. An obvious case of a routine illness needing a timely appointment. There is simply no care available. Getting unwell is not safe position to be in, given the circumstances.
Visited December 2023
Review titled Eastfield House Surgery
Replied on 07 December 2023
Dear Patient I am sorry that you have had difficulty making an appointment with a clinician at the surgery when you were feeling so unwell. I hope you are now feeling better. On a day to day basis we have an allocated number of appointments for urgent on the day cases, however once our capacity has been reached, patient's are directed to NHS111 who will provide access to healthcare. The NHS111 service is there to support patients and practices for acute illnesses when the GP practice's are closed, and for when capacity has been reached at the GP practice and no further GP appointments are available. If you would like to contact me directly, I will be able to look into your particular case in more detail. With kind regards Liz Pope Practice Manager
-
Review titled Anema booking useless
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2023
Just another excuse to not have to deal with patients, can't get access to book an appointment using this rubbish system. Some people have busy lives and while feeling unwell just have to get on with work,childcare whatever. Do they really think the surgery is that holy now that the community has to queue up around Newbury with the hope of catching a glimpse of the Dr, like the pope? Maybe if we do we will see a miracle! Yes, that miracle would be an actual appointment to see the Dr before body parts start falling off. Utter rubbish! Thanks for making everyones lives so much harder, i'm sure the practice can now sit back and relax as they dont need to speak to any annoying locals any more, have a cigar on me!
Visited November 2023
Review titled Eastfield House Surgery
Replied on 29 November 2023
Dear Patient Thank you for your comments. Our new GP appointment system was introduced so that appointments can be allocated to patients based on their clinical need. The system allows all appointment requests to be reviewed by a GP and allocated appropriately. Since introducing our new appointment system, the wait time for a routine appointment has reduced from 6 weeks to less than 2 weeks. We are sorry that you have had difficulty with the new system but as you have posted anoymously, I am unable to look into the issues that you have experienced. If you would like to contact me directly, I would be very pleased to investigate this for you. Liz Pope Practice Manager
-
Review titled Not fit for purpose
Rated 1 star out of 5
by Practice not fit for purpose - Posted on 06 November 2023
Tried to make appointment in the morning on the new system on line will not let you login ,so l phoned to talk to somebody after 40 minutes wait I was told you can’t login again till after 1.30pm still wouldn’t let me login so I phoned the practice again waited another 50 minutes asked every question except my shoe size still didn’t get a appointment told bye the receptionist they have to many patients so they said they would get back to me ,so no further forward ,no wonder so many people are going to hospital ,they think this is progress
Visited November 2023
Review titled Eastfield House Surgery
Replied on 09 November 2023
Dear Patient I was sorry to hear that you had difficulty logging into our new Anima triage system, and after a long wait on the phone, you were unable to access an appointment. Our telephone system allows patient's to request a call back so they do not have to wait on the telephone. If you chose to do this, you will maintain your place in the call queue and our receptionist will call you back. With regard to our receptionist asking you a varienty of questions when processing your appointment request, this is to establish the most appropriate appointment and urgency of your particular situation. I note that you were told someone would get back to you. If this has not happened, please do not hesitate to get back in contact with us. I would like to assure you that we take all feedback seriously and I will discuss your comments with our staff. With best wishes Liz Pope Practice Manager
-
Review titled Anima system
Rated 2 stars out of 5
by L Lloyd - Posted on 21 November 2023
Have used the anima system twice and I’m not impressed, I try to book an appointment for my son, I have followed all the instructions to set up my children as dependents but get told that I have submitted the appointment for myself when I get a call back from the doctor. I select my child’s name when doing this but it doesn’t seem to want to book it for my child. Apparently according to the receptionist I’m the only one that this is happening to so they can’t book an appointment. Also when I go onto the system at 7.30 or at 1.30 when they tell you to as it won’t take request’s unless it’s at these times it sometimes still won’t take requests. I get told by the receptionist that the doctor has to switch on the requests so this can happen between any time of 1.30-2.00 so keep checking… but they switch it off when all the appointments are fully booked. So if you miss the slot then I guess that’s your bad luck. So I miss the slot because I have to tend to my children, then I miss it again because I logged in and the doctor hasn’t switched on the system… and I didn’t have time to check it within the next half hour, it’s bonkers. I wanted to complain to the practice manager, but she doesn’t take calls just suggestions that you can submit to the practice. How nice for her to take suggestions while the receptionists take the flack. I am honestly at my wits end. I try not to get annoyed but it’s really difficult.
Visited November 2023
Review titled Eastfield House Surgery
Replied on 05 December 2023
Dear Ms Lloyd Thank you for providing feedback about your experience with our new appointment system, Anima on 27th November. I have spoken to our reception manager about the problems you were having when trying to submit a request for an appointment for your son. She remembers speaking to you on 27th November and was able to offer you an appointment with Dr Featherstone, while she investigated the issues you were having. Our reception manager asked you to provide a screenshot of the problems you were having with Anima so we could investigate this further, and discuss your issue with the technical team at Anima. We are not aware of any other patients experiencing the same problem that you describe. To date we have not received the screenshot from you but would be grateful if you could provide this. I am sorry that I was unable to take your call when you requested to make a complaint to me directly. Our practice policy is to ask patient’s to put their complaints in writing so that it is in their own words and includes the key points that they would like us to address. This allows us to time to investigate all of the issues in full. All complaints are taken seriously and discussed in our monthly Governance Meeting to see if there are any learning points for the practice. If you would like to discuss your particular concerns with me further, please contact our Reception Team on 01635 41495. Regards Liz Pope, Practice Manager
-
Review titled Anima!!!!
Rated 4 stars out of 5
by Lesley Beal - Posted on 19 October 2023
Anima is a total waste of time for me. Feeling quite poorly at the minute. Tried to navigate through the anima system with no luck. I phoned the surgery and the receptionist was very pleasant and stated that I should call back at 1.30pm when she'd be able to request an appointment on my behalf. I called back., speaking to a different receptionist who wasn't pleasant at all. The anima system has had me in tears
Visited October 2023
Review titled Eastfield House Surgery
Replied on 09 November 2023
Dear Patient Thank you for taking time to provide us with feedback about your experience with our new appointment system, Anima. I am sorry to hear that you have had diffiulty using the Anima system, particularly when you were feeling so unwell. We have been working with the Anima development team, to feedback our patient's experience of Anima, and it would be useful for us if you could provide some further detail on the problems that occured. We have received a lot of positive feedback from patients about the Anima system so it is important for us to understand where things are not working well. I am also sorry that you found our receptionist unpleasant when you called. As you know, all calls are recorded and I would be grateful if you could provide me with date, time and telephone number you called from to enable me to investigate this further. I look forward to hearing from you. Liz Pope Practice Manager
-
Review titled Anima.
Rated 2 stars out of 5
by Charles Dixon Hamilton - Posted on 09 October 2023
I feel that I must air my view of Your new appointment system, namely Anima. I tried to use it this morning to get an appointment to see my Doctor for what I believe is the start of a chest infection, which is not a good thing when You are Asthmatic and classed as "vulnerable"! I was advised by Anima to either dial 999 or visit my local A&E, which I don't need to tell You is at Basingstoke, a 12 mile journey. As advised, I tried again at 1300 hrs to be told that no more requests are being accepted and to try again at 0730 tomorrow, probably to be told the same thing while my condition slowly gets worse. Why have You discontinued the simple straightforward method of ringing for an appointment? Life is complicated enough for me now without all this hassle as I was diagnosed with Parkinson's Disease last year. Anima also advise ringing 111 as an option, I tried this when my last chest infection reared it's ugly head in April and they advised me that I should go to the chemists and get some cough mixture!! On that occasion I was lucky enough to get an appointment with my Doctor at short notice and She prescribed Steroids and antibiotics which alleviated the condition very quickly. This is all I want now but find that I am unable to do that, which is very disappointing.
Visited October 2023
Review titled Eastfield House Surgery
Replied on 13 October 2023
Dear Mr Dixon Hamilton Thank you very much for your recent feedback on our new appointment system, Anima. I am very sorry to hear that you have had trouble booking an appointment using our new triage system. We have had some teething problems in the first few weeks with patients not being able to access the system which we hope we have now rectified. I note that you have subsequently used Anima on 10th October and were provided with a same day appointment with a GP. We have opted to change from our old system to a triage system as we believe this will provide better access to clinical staff, ensuring that patients are offered an appointment with the right person in the most appropriate time, based on clinical need. Please be reassured that we are monitoring progress with our new system on a daily basis and we hope that patients will see the benefits. If you have trouble accessing Anima, we invite you to contact our reception team by phone or come into the surgery in person, and they will be happy to assist you. Regards Liz Pope, Practice Manager
-
Review titled Not happy with the GP
Rated 2 stars out of 5
by Anonymous - Posted on 08 September 2023
Very disappointed from the care I get from my GP, over the year experiencing the pain In my legs which sounds like circulation, not medication prescribed as she is still not sure what causing my condition. Is there any chance I can request another doctor or another opinion ? As this been going for over a year and I am scared that this condition will get worse. I need a proper treatment.
Visited September 2023
Review titled Eastfield House Surgery
Replied on 10 September 2023
Dear Patient I am sorry to hear that you are disappointed with the care you are receiving from your GP in relation to ongoing pain in your legs. We would be very happy to transfer your care to another GP in the practice. We ask patients to put their request in writing and aim to process the request within 3 working days. Please visit our website during surgery opening hours, by clicking on the envelope icon on the left hand side or by using the following link: https://www.eastfieldhousesurgery.co.uk/navigator/contact-the-practice/ Alternatively, please contact me at the practice during usual working hours. Kind regards Liz Pope Practice Manager
-
Review titled Bad service
Rated 1 star out of 5
by Anonymous - Posted on 02 August 2023
Very long waiting for non emergency appointments. I been offering appointment in a middle of September. Everything that I can say this is a bad service
Visited July 2023
Eastfield House Surgery has not yet replied.