Oakmeadow Surgery (GJ Ingrams) - Ratings and reviews
Reviews
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Review titled Appointments
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
spent an hour and 10 min in the queue for an appointment this morning to be told its now online only and to use the link sent ( Not had a link or any information about practice changes ) receptionist as is the norn here very unhelpful left without and appointment or access to an online service couldnt sit and wait the this surgery should be charged for the 111 calls required for lackof access to any form of health care
Visited January 2024
Review titled Oakmeadow Surgery (GJ Ingrams)
Replied on 18 January 2024
Dear Anonymous. I am sorry that you decided to leave a one star review. The practice had sent a message to each and every registered patient about this new improved way of working. If you did not receive this, please check that the practice has your correct current contact details. This week Oakmeadow has launched the long promised online access process which will mean no-one will need to queue in the future nor phone multiple times to get an appointment. Every patient can contact the practice online to request an appointment. This currently opens at 8am every morning and can be accessed using the QR code in reception or via our website. For patients unable to do this themselves our Healthcare Navigators will assist you. By asking for more information up front we can ensure that patients are more likely to see the right person at the right time saving time and freeing up appointments. All medical requests are triaged by an experienced GP. Other practices that have already adopted this way of working have seen patient experience and satisfaction increase. Whilst we are embedding the system there are likely to be a few hiccups and delays at times. We are sorry about this, but confident that the end result will benefit you. If you would like to know more about how the practice works and be part of our journey in developing patient services, please join our Patient Participation Group. Yours faithfully Dr Grant Ingrams MB ChB FPCert MRCGP FFCI Managing Partner
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Review titled Disappointing
Rated 3 stars out of 5
by Karen smith - Posted on 27 November 2023
Tried to phone for information, rang 9.30 in morning16th in queue, 15 mins later 16th in queue. Rang again 12.50 , 5th in queue,45 mins later call was answered, what is going on. No wonder people are getting frustrated. Recorded message saying all call handlers very busy , how many are answering phones, not many at that rate. This phone system needs sorting out,I was only ringing for information, I feel sorry for anyone who felt ill and had to go through this system to get to speak to someone.
Visited November 2023
Review titled Oakmeadow Surgery (GJ Ingrams)
Replied on 29 November 2023
Dear Karen Smith Thank you for taking the time to write a review. We have openly admitted and apologised to patients about ongoing problems with our phone system and appointments. At the start of Covid we were locked into a phone contract. It became clear that this old system could not cope with the significant increase in demand despite 3 additional lines. We therefore procured a replacement and were the first local practice to move to a fully web-based softphone system. This caused various challenges. It took 5 months to get NHS permission (as it integrates with NHS IT systems), and 6 months for BT to sort out errors with our broadband. When we went live there were significant problems. The system was unstable with calls dropping out, or not working at all. The underlying error has now been rectified which was due to incorrect configuration by NHS IT engineers. The phones are now working and reliable, but as yet the advantages that this system should bring have not been installed. We are now working with our softphone provider to bring these online over the next couple of months. We are also delighted to announce that following the resignation of Dr Tripathi and Dr Lamlilass reducing her sessions, we have now appointed two new partners, and two employed GPs. This means that for the first time since 2014 we will have a full complement of GPs. Patients can also contact the surgery via email (oakmeadow.surgery@nhs.net), and we will be launching an online portal for patients to contact the practice over the next couple of months. If you would like to be part of providing regular feedback to the practice and working with us to continue to develop our services, pleas consider joining our Patient Participation Group. Yours sincerely Dr Grant Ingrams Managing Partner
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Review titled Shambles of a place
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2023
Absolutely disgusting non caring reception staff along with manager. Rude (set in stone policies and procedures) that not everyone can adeer to especially when you have a disability. Reception staff don't or won't accomadate for elderly or disabled patients that cannot simply get up the surgery. It's become that bad my elderly father has now become anxious and won't ring saying "what's the point" this seriously needs to be addressed. This isn't my practice (thank god) ours go out there way to help you simply not the case here. This seriously needs a shake up but I expect it won't and it will continue to run as it does. My heart goes out to all who use this non caring don't give a monkeys how ill you are your still not getting an appointment attitude. Another problem receptionist giving out medical advise? Really.
Visited March 2023
Review titled Oakmeadow Surgery (GJ Ingrams)
Replied on 15 March 2023
Dear daughter of patient Thank you for taking the time to provide feedback. I am sorry for your dad’s recent poor experience with our service. I apologise to all our patients who are struggling to get appointments. Like all general practices we have experienced a significant increase in demand and last year we provided 9000 more appointments than prior to the pandemic, representing a 20% increase. One of our GPs has also left, and due to a national shortage of GPs we are struggling to appoint a replacement. We also recognise that our telephone system is no longer fit for purpose, and we agreed to change provider over a year ago. This was initially delayed due to the NHS taking many months to give approval, and then BT Openreach not being able to provide an updated new broadband line. These problems have now been resolved and we should have a new system by the end of this week. I am particularly concerned regarding you comment about a receptionist giving out medical advice. In line with national guidance, we have trained our receptionist team to a much higher level than before. They are now named Healthcare Navigators and they can ensure that patients are signposted to the right person first time. We have access to a much larger team than before with practice pharmacists, mental health worker, social prescriber, self-referral physiotherapy etc. I am sorry that you have thought it necessary to post anonymously. I would encourage your dad, or yourself on his behalf, to make a formal complaint (by letter or email: oakmeadow.surgery@nhs.net) so we can fully investigate it and implement all learning from it. Yours faithfully Dr G Ingrams Managing Partner
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Review titled Face coverings
Rated 3 stars out of 5
by Anonymous - Posted on 10 March 2023
Having had to go in to see a Dr in January I was still forced to wear my face sheild which caused me a great deal of distress as I am excempt the excellent patient care I received was not extended to my human rights and being excempt. Fast forward a few weeks and Low and behold on Central news what do I see...Reporter , and staff talking to each other No Masks! It was great to see but made my blood boil due to being forced to wear my sheild a few weeks earlier. I would like to have my rights respected In light of this as it is no different to a patient going in there without a face covering.
Visited January 2023
Review titled Oakmeadow Surgery (GJ Ingrams)
Replied on 07 April 2023
Dear Patient Thank you for leaving your review. If you would like a more personalised and detailed reply please contact our practice manager (Mrs C Knott). The Covid Pandemic is the worst pandemic since 1918 and the worst health crisis in a generation. Approximately 7 million people have died worldwide and 3,500 locally. Oakmeadow surgery has a contractual requirement to implement national guidance and a legal requirement to protect staff and patients due to the Health and Safety at Work Act. The NHS guidance continues to stipulate that patients and staff should wear face coverings. Our receptionists are allowed to remove their face coverings only when needed to improve communication when talking on the phone or to patients when separated by a screen. Oakmeadow have a face covering protocol which is kept up to date and is readily available including in our foyer. We recognise the exemptions as per national guidance. We are required to balance individual choice with our legal requirement to protect staff and patients. We are proud that, unlike some other health organisations, we have not had any outbreak of coronavirus at our surgery, meaning that we never had to close due to staff shortages or to deep clean the building. Although I apologise for your distress, I would like to thank you for wearing the face covering and helping to protect yourself and other people in the surgery. Thank you for your positive comments about the TV interview. This can be seen at GPs in crisis: East Midlands doctors reveal difficult and desperate challenges | ITV News Central As you can see face coverings were worn at all times, except during a few interviews which were recorded with appropriate safeguards including ventilation and at a time when no patients or visitors were in the building. If you would like to help the practice develop please consider joining our Patient Participation Group. Yours faithfully Dr Grant Ingrams Managing Partner
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 30 September 2022
You can never get an appointment after ringing more then 500 times and receptionist are so rude this GP needs to close down or put someone in charge that knows what there doing with a whole new reception team that actually care. I think I will be leaving this gp and would advise other patients to do so too. It is a practices duty of care to treat there patients and oak meadows surgery just doesn’t care at all.
Visited September 2022
Review titled Oakmeadow Surgery (GJ Ingrams)
Replied on 18 November 2022
Hi. Thank you for posting your review, and I am sorry to hear of your poor experience. Like all general practices we have experienced a significant increase in demand and last year we provided 9000 more appointments than prior to the pandemic, representing a 20% increase. One of our GPs has also left, and due to a national shortage of GPs we are struggling to appoint a replacement. We recognise that our telephone system is no longer fit for purpose, and we agreed to change provider over a year ago. This was initially delayed due to the NHS taking many months to give approval, and then BT Openreach not being able to provide an updated new broadband line. These problems have now been resolved and we should have a new system within the next month. If you would like to raise any specific issue(s) please contact me via the practice. If you would like to work with us to improve our services please join our Patient Liaison Group. Best wishes Dr G Ingrams Managing Partner