Old Station Surgery - Ratings and reviews
Reviews
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Review titled Mostly good practice
Rated 4 stars out of 5
by Charlene Brook - Posted on 01 November 2023
I've been a patient with Old Station surgery for a few years and it's been mostly good experiences with this practice. The staff are usually really kind and supportive, especially the doctor's and nurses. Reception staff are always lovely and helpful in every way., though a few doctors and nurses I've encountered were judging and not so understanding of my complex situation and were a bit mean. I was feeling unwell one time and stood by the door and a nurse asked me to move because I was in the "way" - not understanding at all. But overall it's been a positive experience for me and my sisters and we wouldn't want to go anywhere else for our health needs. But I do think some of the doctors and nurses need to be a bit more sympathetic. Would recommend to others though to use this surgery.
Visited June 2023
Old Station Surgery has not yet replied.
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Review titled Best Doctor's Surgery
Rated 5 stars out of 5
by Rebecca - Posted on 22 March 2023
I want to thank all of the staff at Old Station Surgery for their caring and professional service they offer. All the staff are brilliant from the doctor's to the nurses and receptionist. They have been looking after my little sister now for a few years and despite her health and mental difficulties they have always been understanding, patient and supportive, which we are all extremely grateful for. I would and always will highly recommend this practice. It is the best in the area and we will always go to Old Station Surgery when we need help with our health. Big thank you to you all for everything you do!
Visited March 2023
Review titled Old Station Surgery
Replied on 13 June 2023
Good Afternoon Rebecca Firstly, please accept apologies for delay in my reply and thank you for your kind words. Patients feedback is always valuable to us and to hear that we have provided the level of service we always strive for is excellent. I will share your compliment with the team and once again thank you for taking time to share your views. Best Wishes Anna Bednarska Business Practice Manager
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Review titled Help and care beyond any expectation.
Rated 5 stars out of 5
by Andrew Wakefield - Posted on 20 January 2023
Both the wife and I have been patients for many years with long standing health issues, we have always been looked after so well we would never leave this area because of this. To say I had a bad year in 2022 is an understatement, many heart attacks in and out of hospital for months. When I finally came out of hospital I was under Old Station. This is when the service ramped up to a level I couldn't believe no matter what I needed it was done and in the most compassionate way I could imagine, care and dedication that I thought not possible. I came out of hospital in June 2022 and I'm still seeing a Doctor every 3 weeks for various tests to get me fully on the mend. Nothing is too much trouble my Doctor has phoned and written to the hospital for extra tests and chased them up vigorously. He has even telephoned me between appointments changing my medication to help fix another issue I have. I feel so well looked after and above all in very safe hands, as I am doing what I'm told things are working out nicely for me but I can say with all honesty I do not think my Doctor or anyone else at Old Station could do any more to help me I am blown away by how much they care it makes me feel like I'm getting a private very expensive treatment and these poor guys are under the most pressure they have ever had. I have witnessed other patients being nasty beyond belief and they just keep their cool but the most amazing thing is when the next patient is being seen the clock is reset and a big smile and they help as much as they can. I am more grateful to these incredible people than any words can say so I hope you understand why I say the things I do.
Visited January 2023
Review titled Old Station Surgery
Replied on 23 January 2023
Dear Mr Wakefield Thank you so much for your kind words. Each member of our team work hard to provide best service they can under extremely difficult circumstances GP practices currently face. Therefore, it means a lot when patients recognise they efforts. I will of course share your feedback with the team and thank you for taking time to share your experience. With Regards Anna Bednarska Business Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2022
In attempting to get my mum’s prescription filled this week (she’s in hospital and has cancer), I met with utter incompetence from the staff at this practice. One receptionist and a member of the meds team told me that this would be no problem and to collect the next day. When I returned the day after, a different set of staff members discovered that they had a policy not to provide prescriptions for any of their patients who were hospitalised. Better training needed to ensure that all of your staff know your policies, and a willingness to own up to the mistakes you made, rather than blaming the patients.
Visited November 2022
Review titled Old Station Surgery
Replied on 30 November 2022
Dear Patient Thank you for taking time to feedback on our services. I am sorry that you have been provided with contradictory advice by our team and I would welcome the opportunity to look into your concerns in more details and speak to staff who provided you with incorrect advice. Could you please contact me either by phone on 01159301105 (option 4 open from 11.00am) or via email ddicb.oldstationsurgery@nhs.net (please mark for my attention). Alternatively you can visit our website www.oldstationsurgery.co.uk and complete online complaint form. I look forward to your response. With Regards Anna Bednarska Business Practice Manager
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2022
I have tried the Online Triage for 2 weeks now and everytime it's unavailable, tried ringing always engaged, which is not surprising as I've been infromed they only have 1 receptionist answering! Still not got an appointment and I'm a terminal cancer patient.
Visited November 2022
Review titled Old Station Surgery
Replied on 30 November 2022
Dear Patient Thank you for your comments and I am sorry that our service did not meet your expectations on this occasion. Demand for appointments remain higher than our capacity at the moment and we had to take a difficult decision to temporarily suspend the medical aspect of online triage; administrative aspect remain open. This is due to combinations of staff absence, staff shortages and difficulties with recruitment. I am concerned about comment that we only have one receptionist answering our lines as this is not true reflection of the situation and I would like to ask you to contact me directly on 01159301105 (option 4 after 11.00 am) or via email at ddicb.oldstationsurgery.co.uk to discuss this further so that I can look into this in more detail. Our main site has a minimum of 3 members of the team answering phone lines at busiest periods, which for appointment line is 8.00-11.00am every morning. Our call queuing system allows 10 patients at one time to be placed on hold as they wait for their call to be answered. Once 10 callers are in the queue our system will send engaged tone. I understand that using our website or ringing is the most convenient option for many patients to book their appointment,however many patients find it just as easy to book their slots face to face at our reception desk which is open 8.00-18.30am at main site and 8.00-18.00 at branch surgeries. I would encourage you to visit our reception desk if possible so that we can arrange an appointment for you. We regularly monitor our capacity and we are hoping to be able to switch back on the medical online triage as soon as we can. Once again thank you for your comments and should there be anything else I can assist with, please do not hesitate to contact me directly using the details provided above. With Regards Anna Bednarska Business Practice Manager
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Review titled Care like no other
Rated 5 stars out of 5
by Andrew Wakefield - Posted on 05 September 2022
I have had open heart surgery and wound up with a nasty infection in my leg. As people moan about the NHS my experience has been the opposite, I couldn't have asked or hoped for more, every member of the team including the pharmacy helped me well beyond the expectations. The Doctor whom I would love to name has simply been the most caring and dedicated Doctor I have ever known, I've been seen weekly with an open appointment if something changes, there is nothing left to chance, I feel so blessed to be in this practice whom ever is in charge is doing an amazing job in truly terrible times. I want to thank each and everyone absolutely everyone has helped me more than I thought was possible.
Visited August 2022
Review titled Old Station Surgery
Replied on 30 November 2022
Dear Mr Wakefield Thank you for your comments and your kind words about services we provide and our staff, who are always working hard to help our patients- I will share these with our team. With Regards Anna Bednarska Business Practice Manager
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Review titled feedback to text message recieved
Rated 2 stars out of 5
by Steve Baker - Posted on 12 July 2022
your text ask how you could improve the service offered. For a start, you could employ more receptionist so we dont have to spend almost an hour on hold on the phone, then only to be told there are no appointments available! As for the "on line triage " system every time Ive tried to use this, all I get is "This service is not available!" before the pandemic you ran a good service, now its probably easier to meet the queen than to actually see a doctor face to face. Sad to say, the Old station service is extremely poor!
Visited April 2022
Review titled Old Station Surgery
Replied on 13 July 2022
Dear Mr Baker Thank you for your feedback. I am sorry to hear that you feel our service does not meet your expectations. Our receptionist are dealing with over 1300 calls a day and we regularly monitor the numbers to ensure we appropriately staffed to meed the demand. Sadly, we have been understaffed in recent weeks, due to sickness and this had a negative impact on the waiting times for the calls to be answered and our ability to staff online triage. Our recent survey showed that majority of patients who submitted their request via our website were really pleased with our advice and response time and I hope that you will use this option in the future. The online triage is open Monday-Friday 8.00-17.00. You will be pleased to hear that we have recently recruited additional reception staff, and I am confident that once they complete their training our patients will see the benefits. With regards to face to face appointments we do offer these alongside telephone consultations and if seeing clinician in the practice is your preferred method, please let our receptionist know at the time of booking. Once again thank you for your your feedback. With Regards Anna Bednarska Practice Manager