Putneymead Group Medical Practice - Ratings and reviews
Reviews
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Review titled Phenomenal service
Rated 5 stars out of 5
by V Diamond - Posted on 14 February 2024
I have been bowled over by the wonderful service given by Putneymead. I've had to use the new triage system (putting a message on their form on their website) three times in the past month about concerns about an elderly parent. The response back, usually within the hour, has facilitated a face to face appointment on the same day. That's wonderful. Considering all the constant negative news about the NHS and GPs, I find Putneymead goes above and beyond to help their patients whenever they can. Yes, it's a change from the old days when you could ring and get to see the GP you wanted to see when you wanted to see them, but this system seems to be working well, and we, as a family, are so pleased to have Putneymead on our doorstep. Thank you all at Putneymead.
Visited February 2024
Putneymead Group Medical Practice has not yet replied.
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Review titled Great gp within walking distance from campus
Rated 4 stars out of 5
by Anonymous - Posted on 13 January 2024
I an trying to review the student medical centre on campus. The phone is always answered so quickly and appointments available within 2/3 days Confirmation is texted as soon as appointment is booked 🙌 Only downside is it opens at 9, is it possible it opens at 8am or 8.30 please in future?
Visited December 2023
Putneymead Group Medical Practice has not yet replied.
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 31 October 2023
A really professional and quick service. The staff have been really kind and accommodating and very helpful. Would highly recommend and am very thankful
Visited October 2023
Putneymead Group Medical Practice has not yet replied.
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Review titled excellent customer service
Rated 5 stars out of 5
by Anonymous - Posted on 04 August 2023
the receptionists are always so helpful and hard working trying their best to help each patient !i mean going above and beyond
Visited July 2023
Review titled Putneymead Group Medical Practice
Replied on 09 August 2023
Thank you for sharing your great experience of the service we offer here at Putneymead. All our staff work extremely hard to go the extra mile for all our patients and receiving feedback like this makes us know we are doing all we can in your best interest. We will continue to work hard to maintain and improve our high standards set
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Review titled Great practice with patients at forefront
Rated 5 stars out of 5
by Kristin - Posted on 28 June 2023
I have been a patient at this practice since 2012 and I have never had a bad interaction. They manage the chronic conditions in a timely manner and always ensure that I am seen by the right person when needed. They have a form you now need to fill out for an appt but I find that they get back to you quickly and work around your availability for timings and who to see. The practice also offers in house counselling and a named GP so you get continuity of care. All my friends are jealous of the GP experience that I have and I am really grateful that I can be part of this practice. In the last 2 mths my GP has been following up on mental health, surgery preparation (including changing out medications if needed), follow up appts and general wellbeing checks. Thank you Putneymead for all you do and have done for your patients.
Visited June 2023
Review titled Putneymead Group Medical Practice
Replied on 29 June 2023
Thank you for taking the time to provide such positive feedback of your experiences and the services we offer here at Putneymead Group Medical Practice. We work extremely hard to offer a service that meets the needs of all our patients and are delighted to know we are supporting you in the best way possible. We will continue to make sure our service is always of a high standard and is adapted where required to the changing needs of our patients.
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Review titled staff speaking about patient in a derogatory manner
Rated 2 stars out of 5
by Louise Doyle - Posted on 02 June 2023
I just received a phone to say one of the medications I have been taking for HRT, progesterone would now have to be authorised by a GP and would not be authorised on my repeat prescription request. I stated no point in prescribing oestrogen without it as both medications must be taken together to offset risk of cervical cancer. The lady stated there was no record of it on my list, so I would need to speak to a GP . Today is Friday and that wouldn't be till Tuesday. She stated that she was trying to help but would not authorise it. Her manner was rude and abrupt. I asked for the name of the practice manager and apparently, there isn't one. However, she said she would speak to her manager. She then proceeded to speak to her manager about me. I could hear every word of the conversation including "She's gone right into one" and "She's not having any that" . Three times I shouted out that I could hear her but she carried on talking about me and my medication in a totally unacceptable manner. When she came back on the phone I told her that I could hear every word she had said. She then stated it wasn't about me but asked what exactly I had heard. I said I was going to make a complaint and she then passed me onto her Manager. Her manager apologised when I relayed what I had heard and then proceeded to get the prescription authorised and ready for pick up today. This whole interaction raises a number of questions about how prescriptions are organised and reviewed. If changes are being made it would be a good idea to notify the patient before the medication is urgently needed. I also don't think anyone should have to hear a healthcare professional talk about them in a derogatory manner.
Visited May 2023
Review titled Putneymead Group Medical Practice
Replied on 23 June 2023
Thank you for sharing your experience, having contacted the practice to request for medication. I would like to apologise you feeling your experience was that of a negative nature. When medication is issued, it is done so with a date attached to it for the clinician to review you and your medication suitability before continuing. When you requested this issue you had reached this point which is why you medication could not be authorised and why you were contacted by our receptionist meaning you had to speak to a clinician. You should have been provided the name of the Practice Manager upon request, which is readily available on our Practice Website, and I have spoken to the reception team about offered this information as a public servant for a public service. I would like to also apologise for the receptionist referring to their manager without adequately putting you on hold, although I do not believe the comments you quoted as being critical or disrespectful to be deemed derogatory, I agree it was not professional and reiterated this to the entire reception team, as did the Reception Manager you spoke to had done at the time. I am glad however your issue with your medication was resolved on the day and hope the discussions taken place as well as the information offered will give better clarity and make sure you do not have a similar experience again.
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Review titled Poor bedside manner
Rated 5 stars out of 5
by Anonymous - Posted on 10 March 2023
Attended with my daughter last night . We saw a staff member whose manner was very cold. No attempt to build a nice rapport . She is only 14 and he did not adjust his language to suit this. Such as using phrases like open your bowels which she didn’t understand . It would have been good to adjust the phrase to suit her age group. I work for the NHS as an OT and fully understand the strains we are all under however I strive to build a positive and caring relationship with all my patients. Making a patient feel comfortable when they have come to you feeling unwell should be a top priority. I’m not criticizing his assessment as he checked all the correct things and provided a prescription. It was just the manner that could have been a lot friendlier and warmer .
Visited March 2023
Review titled Putneymead Group Medical Practice
Replied on 23 June 2023
Thank you for taking the time to share your experience having visited the practice with your daughter. We strive to offer the best service to our patients and take all feedback as an opportunity to further develop our service in the best interest of our patients. I apologies for the experience you had visiting the surgery being negative from the perspective of bedside manner however thank you for generally giving us a 5 star rating. We have feedback your experience to our clinical team and our clinical supervision team for our clinical bed manner to be reviewed, monitored and retrained into our staff. Unfortunately we do not know the clinician you had this interaction with so therefore had discussed this as a team, however if you would like to discuss your specific experience in more detail I would urge you to contact the practice to speak with our Patient Liaison Manager
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Review titled Rubbish practice
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2023
After waiting 10 minutes to get through on the phone I asked for an appointment with the prescription doctor and was asked what the problem was. I told her that they keep sending my prescription to the wrong place, the receptionist said she would sort the problem out and text me within an hour . I have been waiting all day for her reply.This happens all the time they just want to get you off the phone
Visited March 2023
Review titled Putneymead Group Medical Practice
Replied on 23 June 2023
Thank you for sharing your experience of contacting the practice when you were attempting to resolve prescription query. We try to empower our reception staff to take on certain administrational duties to make things quicker and easier for our patients to get their query resolved, such as the one you raised. However, the service has to be reliable and I want to apologise for that not being the case on this occasion. We have discussed this with all our reception team to make sure such experiences does not happen again. I hope you have had you issue of your prescription going to the wrong pharmacy resolved now. If that is not the case please contact the practice and request to speak with the Patient Liaison Manager to get resolved immediately
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Review titled Getting appointments even when urgent is almost impossible
Rated 2 stars out of 5
by Selena - Posted on 15 February 2023
When you call to get an appointment to see someone urgently, you get given an appointment a week later or always told to call the next day at 8am to see who is free. You spend more time on the phone than with the doctor when you do actually get an appointment. Its really ridiculous.
Visited February 2023
Review titled Putneymead Group Medical Practice
Replied on 23 June 2023
Thank you for taking the time to share your experience of making an appointment with us. We take all feedback very seriously and an opportunity to improve our services. We are particularly disappointed your experience has been negative and apologise for this being the case. We are constantly working hard to improve our services and will be using the feedback you have given to support us improving our patients’ experience. We currently offer 2 types of appointments being of an urgent and non-urgent nature, to which we rely predominantly on the patient letting us know which they desire. For urgent appointments we offer same day appointments with the duty doctor, whilst for non-urgent appointments we allow patients to book up to 4 weeks in advance. Unfortunately, sometimes demand does outweigh capacity and in this circumstance we have a number of alternative services to our patients outside of the GP surgery for them to seek medical support that day. If the patient insists on coming to the practice following alternative options being given we can only recommend patients contact us the following day to be put on the duty doctors list however advise patients if their condition gets significantly worst to contact emergency services.
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Review titled Amazing Support COVID / Flu Vaccinations
Rated 5 stars out of 5
by Anonymous - Posted on 10 January 2023
Really appreciate the effort of all the Clinicians and staff who worked tirelessly over COVID period to deliver the best possible service and care. Thank you so much
Visited January 2023
Review titled Putneymead Group Medical Practice
Replied on 23 June 2023
Thank you for taking the time to share your positive experience of using our services offer at Putneymead Group Medical Practice. We work extremely hard to make sure we are offering the best service possible to our patients and take all comments, positive or negative, as an opportunity to learn and implement best practice based on what our patients say.