New Hayesbank Surgery - Ratings and reviews
Reviews
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Review titled Balancing it out
Rated 5 stars out of 5
by MS K RODRIGUEZ - Posted on 30 September 2022
I won't say I've never had an issue, but looking at the bigger picture, this GP practice does what it should. My daughter has received all her jabs here, I have been treated, checked and tested for various things, I have received the telephone appointments I've been told to expect, which is more than I can say for the Paediatric allergy department at the hospital. Yes I've waited long waits on the phone in the mornings, yes I've slipped through the cracks at times during covid, but I have also received calls 5 minutes before close, just as I imagine the doctor would really like to be going home after a full day of calls and appointments, just to deal with one more issue before they go home. I've had friendly, helpful conversations with receptionists when I've got through with a query, I've been seen when I've needed to be seen. The NHS has been under immense pressure for years and it breaks my heart to think how overworked, underpaid and underappreciated most NHS employees are, only to be met by criticism from all sides. I couldn't leave the page without giving a positive review to balance out all the negative nellies out there. Thank you to every member of the New Hayesbank team ❤️
Visited September 2022
Review titled New Hayesbank Surgery
Replied on 30 September 2022
Dear Patient Thank you for your feedback; I have shared this with the whole team here at NHB. It has definitely given everyone a "lift" today. We do realise that there is always room for continuous improvement and we all work very hard to achieve the best care for patients. Thank you once again for taking the time out of your day to share your experience. Kind regards Caron Browning Practice Manager
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Review titled Flu jab
Rated 5 stars out of 5
by Anonymous - Posted on 25 September 2022
Excellent service this morning at flu jab clinic . Can I suggest that for us oaps the time allocated could be a tad later. I find being at the surgery between 8-9 am jolly hard for us that are disabled and take time to dress etc .plus then having to get there x thank you .x
Visited September 2022
Review titled New Hayesbank Surgery
Replied on 26 September 2022
Dear Patient Thank you for your feedback about the service at the flu clinic. We run the clinics between 8am and 1pm. We do send out time slots but this is purely to try and ease traffic congestion. Should you or any of your relatives wish to come at a later time, then this is of course perfectly reasonable We also do vaccinate very frail or disabled patients in their car if a relative is able to bring them. Thank you for your valuable feedback, it is always welcome. Caron Browning Practice Manager
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Review titled Answering the telephone
Rated 3 stars out of 5
by Anonymous - Posted on 20 July 2022
I appreciate that the surgery is busy but, after being in a queue and told you are the next one in it, I find it unacceptable to either be cut off at this point or have the call go back to a ringing tone only for it to take a further 5 minutes for someone to answer it. Both have happened to me recently. What about my call costs?
Visited July 2022
Review titled New Hayesbank Surgery
Replied on 20 July 2022
Dear Patient Thank you for your feedback. We do have the facility to ask our phone provider to trace a call all the way through the journey to understand what the issue is. I would be grateful if you could email kmccg.newhayesbanksurgery@nhs.net with the number you called from and date/time (approximate) and I will have this investigated. I am sorry that you had difficulty getting through but I am unable to take any positive action without further details. Thank you for taking the time to post this review I look forward to hearing from you. Kind regards Caron Browning Practice Manager
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Review titled Inefficient
Rated 1 star out of 5
by Irene Simmonett - Posted on 22 June 2022
Waited in queue of 8 to speak with receptionist only to be told to ring back tomorrow! Waste of receptionist's time and my own but at least receptionist is getting paid by taxpayer (myself) for her time! How can this be an efficient way to run a surgery?
Visited June 2022
Review titled New Hayesbank Surgery
Replied on 27 June 2022
Dear Mrs Simmonett Thank you for your feedback. I am sorry to hear that there were no appointments available for you when you called in the afternoon. Our receptionist offered alternative solutions which did include calling back the next day or using e:consult service. My understanding is that your issue has now been dealt with. If this is not the case, please do email me on kmccg.newhayesbanksurgery@nhs.net Kind regards Caron Browning Practice Manager
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Review titled Telephone problems
Rated 2 stars out of 5
by Anonymous - Posted on 17 June 2022
After beinging told I was 7 th in the queue I was holding on for 35 mins before receptionist answered and said all aappointments had been taken ! I suggest this could have been sad at the beginning of the call and not 35mins later x I alos suggested a line just for routine enquiries !
Visited May 2022
Review titled New Hayesbank Surgery
Replied on 20 June 2022
Thank you for your feedback regarding the phone system. I am sorry that you waited 35 minutes and all appointments had been taken for that day. I note your suggestion about this being said at the beginning of the call; however it is important to note that our healthcare team is trained in signposting and there are many occasions where we can signpost a patient to another service or help in another way other than an appointment with a GP. We do have an e:consult service which can be used if the request is not of an urgent nature. I will discuss your feedback with our Patient Participation Group to take a view on whether we should let patients know when all appointments have gone for the day but we would not want this to be a barrier to patients seeking help and advice. We thank you for your feedback; all feedback good or bad is important to us to ensure we maintain the best service we can in these difficult times.