Dr NW Osborne's Practice - Ratings and reviews
Reviews
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Review titled Utterly Pointless
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2024
This practice is completely useless. After an hour and 15 mins trying to get through, we were told there were no appointments available for a young child who has been throwing up and had diarrhoea for the past 5 days. That is apparently not urgent or worth an appointment. You cannot book appointments online (they disabled that section of the system during covid lockdowns) and the wait time of pre-booked appointments (usually at least a month) would be so long as to be useless.
Visited March 2024
Dr NW Osborne's Practice has not yet replied.
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Review titled No compassion or care
Rated 1 star out of 5
by Lucy - Posted on 26 February 2024
Gave birth a few weeks ago which was a very traumatic experience with me loosing a lot of blood and becoming very unwell. Had repeat blood tests at the surgery which I’ve had to wait 2 weeks for an appointment to discuss the results. The results are clearly bad and abnormal which I can see on the nhs app and I’m still unwell. Had a text saying they have tried to contact me. No missed calls on my phone. Rang today to see why and the receptionist was so rude and basically said there is nothing she can do to help me. Asked for a face to face appointment instead and got told she ‘can’t book those’. Even though they have a duty of care and my life could still be at risk with how bad my blood results were. I clearly need to see a doctor and be given some sort of treatment. I have rang at 8am for the last 3 days to be told no appointments left and it’s not urgent. No compassion as I am a single parent with a 4 week old baby. The CQC need to have a look at this practice asap.
Visited February 2024
Review titled Dr NW Osborne's Practice
Replied on 26 February 2024
Dear Lucy Thank you for your feedback. I can see that the doctor has tried to contact you today via phone and text. On speaking with the doctor I understand that they have made contact and that this has now been resolved. If you wish to discuss this further please contact the Practice Manager. thank you
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Review titled Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
Do not use this surgery you will never get an appointment. Booking system is flawed you spend hours day after day on the phone only to be told there are no appointments and you are met by rude staff who are unwilling to help. The only way you get an appointment here is if you call 111
Visited February 2024
Review titled Dr NW Osborne's Practice
Replied on 16 February 2024
We are sorry that you found your experience with our surgery unsatisfactory on this occasion. Appointments can be pre-booked online, via reception subject to availability, or by submitting and online consultation via the practice website. Our Patient Advisor team are trained to Care Navigate working with our wider healthcare team such as Pharmacists, First Contract Physiotherapist, Mental Health Facilitator etc to make every contact count, and I apologise if this did not happen. We contractually have to allocate appointments to NHS111 hence the advice you were given if NHS 111 appointments were still available. If you would like to discuss further please contact the surgery and ask to speak with the Practice Manager.
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Review titled Poor booking system
Rated 2 stars out of 5
by Tracey Elizabeth Williams - Posted on 23 November 2023
Have tried to get an appointment all week. Cannot get through at 8.00. Tried everyday no luck. Finally got through at 2pm was told quiet abruptly no appointment available - try tomorrow. You can only have an appointment if you ring 111 and they refer you (this cannot be how to get an appointment). Could do better. Very disappointed with service - saw on website taking on new patients. Please look after current patients before taking on additional ones.
Visited November 2023
Review titled Dr NW Osborne's Practice
Replied on 16 February 2024
We are sorry that you found your experience with our surgery unsatisfactory on this occasion. Appointments can be pre-booked online, via reception subject to availability, or by submitting and online consultation via the practice website. Our Patient Advisor team are trained to Care Navigate working with our wider healthcare team such as Pharmacists, First Contract Physiotherapist, Mental Health Facilitator etc to make every contact count, and I apologise if this did not happen. We contractually have to allocate appointments to NHS111 hence the advice you were given if NHS 111 appointments were still available. If you would like to discuss further please contact the surgery and ask to speak with the Practice Manager.
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Review titled Great practice
Rated 5 stars out of 5
by Gabriellle Squires - Posted on 08 August 2023
The whole practice has been outstanding in their support and care for my elderly Grandmother . They’ve really helped us find our way through the process of diagnosis of dementia & super caring prompt and professional the whole journey. I & my Grandmother are very grateful and we thank you all .
Visited July 2023
Review titled Dr NW Osborne's Practice
Replied on 16 February 2024
We are delighted to hear you had such a good experience with our surgery, and we shall pass your appreciation of our hard work and dedication onto the rest of the team. We welcome all feedback from our patients as we endeavour to give the best service we can.
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Review titled Inefficient booking appointment services
Rated 1 star out of 5
by Anonymous - Posted on 24 July 2023
Being trying to get a consultation with a GP for past month. Difficulties getting through on the phone from 8am. When you do get through to receptionist all appointments for the day are taken. Apparently they do not offer facility to book appointments in future days so have to ring at 8am flowing day for an appointment. Online service offered unacceptable, inputted information you send isn’t received and text messaged sent out by mistake. I received a text message for an appointment and turned up at surgery to be informed the message was mistakingly sent out and I didn’t have an appointment.
Visited July 2023
Review titled Dr NW Osborne's Practice
Replied on 16 February 2024
We are sorry you found your experience with our surgery unsatisfactory on this occasion. Appointments can now be pre-booked either online or via reception subject to availability. Should you experience any further issues please ask to speak with the Practice Manager, as we endeavour to give the best service we can.
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Review titled Gp practice abismal
Rated 1 star out of 5
by Anonymous - Posted on 20 June 2023
Phones do not get answered still waiting after 25minutes. Staff rude and not helpful . Promises of call backs not followed up. Totally disgraceful.
Visited June 2023
Dr NW Osborne's Practice has not yet replied.
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Review titled They are Humans
Rated 5 stars out of 5
by Fiona - Posted on 30 June 2023
Yesterday I received a call from one of the doctors. This was a scheduled appointment for a catch up. Which prior to the call I was very impressed with after going through a difficult few months. Which are now being monitored and I am fine. During the call I was informed that they had missed an issue I was experiencing and apologised for missing it. As a surgery it had been reflected that they should have done things more efficiently. And the process had now changed. I would like to thank you for this recognition and show that like all patients they are humans and like all humans sometimes mistakes do happen. I feel that being able to to reflect and change protocols shows what a great Doctors Surgery we have in the village and I feel that they see how important we are as patients.
Visited June 2023
Review titled Dr NW Osborne's Practice
Replied on 16 February 2024
Thank you for your feedback. The team works incredibly hard and they will appreciate your supportive comment.
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Review titled Thank You Anstey Surgery
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2023
I have contacted the surgery recently for myself and also for my husband. We have both received excellent care and support. We are very grateful to all concerned.
Visited February 2023
Review titled Dr NW Osborne's Practice
Replied on 21 June 2023
Dear Patient Thank you for taking the time to leave your kind comments. I will pass this onto the surgery team. regards Linda Smith Practice Manager
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Review titled Lacking in Communication
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
On Friday I rang for an appointment I was informed I would get a call back. This was a follow up appointment with a doctor. Which had been informed the week before would be face to face. Though wasn’t told that calls could be at any point in the day. Previously I’ve always received a call within an hour. When challenged at lunch time I was informed at this point that calls are when the doctors or nurses were free. Mine was scheduled for late afternoon. That’s a contradiction in its self! The nurse not doctor rang 10 minutes later. And told me I would need to book a blood test. Not an appointment and She couldn’t do it, I’m not aware that the computer system has changed but never had this before. I spoke to reception. Who gave me an appointment 5 days later. I made it clear I could do 8.50 but no later than 9.15. I was assured that as I was the third patient it wouldn’t be behind. I arrived for my appointment 5 minutes before my appointment. I waited until 9.15 then asked how long more. I wasn’t informed that the nurse was running behind because they had arrived 30 minutes late. The receptionist cancelled my appointment whilst talking to them. When actually could have gone in at that point. My view is doesn’t matter how ill you might be they at the surgery don’t want to help you. They have no appropriate systems in place and communication is lacking. I would suggest no one joins this surgery because you won’t get the respect from the surgery. I know times have changed and the last few years have been difficult. But it has been difficult for everyone. Change should be for the better not to alienate the sick.
Visited November 2022
Review titled Dr NW Osborne's Practice
Replied on 06 February 2023
Dear Patient Thank you for your comment regarding the Anstey surgery. I am disappointed to hear that the experience you received fell short of what you expected. The surgery is open from 8am – 6.30pm and telephone triage call backs are made by clinicians throughout the day based on clinical priority. Patients can request a call back time frame that the clinician will try to accommodate if needing to be for example at work by a set time – please always mention this to the staff member when booking your appointment. All Clinicians are very busy, and they will often request patients themselves book future appointments via reception. With regards to your blood test appointment, it is regretful that you were not informed that the phlebotomist was running late due to a incident on the main road into the village. If you would like to call to discuss your comments further, please do not hesitate to contact me. regards Linda Smith Practice Manager