Whitewater Health - Ratings and reviews
Reviews
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Review titled Good GPs, awful admin process
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
GPs are great but it can take you hours and hours of calls to get through. If you work then good luck because you'll need it. Online portal a complete shambles from surgery side. been patient for 18 years yet still had to go in person with passport when they change web portal to prove I am me. Took four months from that to get new log in details and the wrong! Admin side is utterly poor for this surgery
Visited December 2022
Review titled Whitewater Health
Replied on 21 March 2023
We are sorry to hear of your frustrations. Our telephone system is very busy and we have very limited resources compared to demand. Our online resources follow centralised processes so delays can occur from things beyond our control - we do apologise for any inconvenience. Whitewater Health
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Review titled Efficient and kind care
Rated 5 stars out of 5
by Anonymous - Posted on 25 November 2022
Having needed several consultations with my GP over the last 2 months, I have been treated with efficiency and understanding. I have found the e mail consultation system has worked well for initial contact, receiving a timely call back within a week or so from the same GP, which has helped with continuity of care and been greatly appreciated. Reception staff have been polite and warm natured when I have needed to speak to them on the phone or called in to the Practice.
Visited November 2022
Review titled Whitewater Health
Replied on 28 November 2022
Thank you very much for your kind comments - these have been forwarded to our team. WWH Management Team
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Review titled How do you get an appointment?
Rated 2 stars out of 5
by susan morris - Posted on 21 November 2022
I phoned the surgery directly at 8am and thought I would be speaking with a receptionist to book an appointment, but had to listen to a recorded message that informed me they were very busy and I had to try later, or to book online. I tried doing this, but failed. I am feeling poorly and just wanted to see a doctor, not to sit at a computer and read instructions on a screen. I have been a patient at this surgery for 40 years and it always was a first class caring place, open to those who required help, but now it's like a closed shop that puts up barriers to its patients.
Visited November 2022
Review titled Whitewater Health
Replied on 21 November 2022
Hello - thank you for your comment. We are sorry for any frustration caused. Our telephone lines are very busy and we are taking high call volumes and have extra staff in place to support this. We ask for your patience at very busy times. We will ensure that a member of our team contacts you to arrange an appointment. WWH management team.
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Review titled Impossible to see a doctor
Rated 1 star out of 5
by Anonymous - Posted on 25 November 2022
I have been trying for weeks to get an appointment at Whitewater surgery. You can’t go online and nobody answers the phone. It is a total shambles. I require ongoing medication and have yet to be able to see a doctor to get a repeat prescription.
Visited November 2022
Review titled Whitewater Health
Replied on 28 November 2022
Thank you for your comments and we are sorry to hear of your frustrations. We offer online e-consultations and repeat medication online as well as appointments for booking - you will need to complete the online registration process which you can do via our website. We have a team of 15 staff answering the phones and after 4pm is the easiest time to get your call answered quickly - we also have an option on our telephone system to reach the repeat prescription team directly. Please do try to contact us again as we have appointments available both on-the-day as well as bookable in advance. Thank you. WWH Management Team
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Review titled Where have all the doctors in Hook gone!
Rated 1 star out of 5
by Anonymous - Posted on 12 August 2022
I called to arrange an appointment, they only book appointments for the day you call and there were no appointments left for the day. The call handler informed me of the doctor I needed to see and said there were appointments for the next day and I was to call back the next day to book an appointment. I called in excess of 20 times to join the call queue. Once I got to the front of the queue I was informed that there were no more appointments for the doctor I was informed by the surgery to arrange the appointment with. When I asked for an appointment with any doctor I was informed that there were no appointments left and this was only 8:25am. I was offered an appointment at a different surgery in a different village. I hope I am the only one who has had trouble in booking an appointment in Hook as the village is growing and winter is coming
Visited August 2022
Review titled Whitewater Health
Replied on 15 August 2022
Hello and thank you for your posting. We are pleased to say that we have recruited 4 new GPs in the last few months are are fully staffed clinically and operationally. We have recently moved to an on-the-day appointment service to avoid long delays to see a GP and offer both urgent and routine appointments daily. We release appointments both when opening at 8am and later in the day. I see from the end of your posting that you were offered an appointment at our other surgery - as you know Whitewater Health operates from two practices and our staff and patients will need to travel to either site to access various services as you would expect in both primary care as well as with hospital treatment. We are sorry that this wasn't convenient for you on this occasion. Our new service has proved successful thus far and more accessible to patients from recent feedback. We thank you for your comments. Whitewater Health.
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Review titled Whitewater Health Hook Hampshire
Rated 1 star out of 5
by Anonymous - Posted on 31 August 2022
When you get to speak to them the staff are very nice and helpful but there is always a 3 week delay for a dr appointments. Every time you call you are always more than the 10th person in the que. They are clearly very understaffed. The voicemail whilst you are waiting invokes anger as it asks you not to insult their staff and how busy they are. Patients are not calling for entertainment, they are sick and being asked to access online is infuriating. They should amend their voicemail as it defensive and they are clearly wondering why everyone is so unreasonable. The voicemail asks you to go online but neither my medical history nor medication is on there to request repeats.
Visited August 2022
Review titled Whitewater Health
Replied on 01 September 2022
Thank you for your comments. We are sorry for any frustration caused. The practice resources are very limited and we have as many staff as we can to meet demand. Online access is available and registration is required to access the facilities available. Our voicemail was written to try and explain that we are very busy and to request patience towards our staff. All of our appointments for GPs are not book-on-the-day to avoid any waiting times that can lead to frustration - this new process is under ongoing review. Thank you for your kind feedback about our staff which will be forwarded to them. Whitewater Management Team
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Review titled Above & beyond
Rated 5 stars out of 5
by Jenifer Gillespie - Posted on 06 July 2022
Every member of staff at Hartley wintney have been amazing….. they have been so helpful and kind when dealing with aspects of my complex health condition. I wish people could remember to be polite given there is such a shortage of doctors in this extremely challenging time Thank you to you all
Visited July 2022
Review titled Whitewater Health
Replied on 15 August 2022
Thank you so much for your kind review and posting - this has been forwarded to our team. We are very grateful as our team are doing their absolute best - it is much appreciated to have such wonderful feedback. Whitewater Health management team.