Wheatfield Surgery - Ratings and reviews
Reviews
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Review titled Lack of Communication
Rated 2 stars out of 5
by Lorraine Cope - Posted on 31 October 2023
Subject … Amended Review as requested Subject: We are unable to publish your review 0303920 Comment reference number: 1682574 I have been a patient with Wheatfield Surgery for many years but am really not happy at the moment. I ordered my repeat prescription on 19/10/23 but it wasn’t issued on the same day like it usually was. A medication review had been done but the GP didn’t speak to me about it. I was upset about this as despite me signing a disclaimer form to continue receiving my Zapain painkillers for the pain in my knees it had been written on my online record to only prescribe 1 month of these tablets! I told the GP on my last telephone appointment after my knee x-ray that I needed these painkillers as paracetamol doesn’t work when the pain is bad and I’m unable to take Ibuprofen because of my other tablets. The GP is aware that I only take these painkillers when the pain is bad Im only prescribed a weeks supply each month not enough to become addicted to them! I visited the surgery on 20/10/23 to try and find out why this had happened and was told to call the surgery and speak to a colleague on option 2, I did this but the person was unable to help me and said I needed to speak to the GP. I called the surgery again and pressed option 1 to request an appointment but there was none available. The colleague that answered the call this time was helpful and told me that they would speak to the GP about my situation, I also spoke to this person about some routine blood tests that were due in September but I didn’t get a reminder as I usually did I was told that they could be arranged for me and I would get a callback later to confirm this. Someone eventually called me back late afternoon on Friday 20/10/23 and confirmed that they had spoken to the GP and the GP wanted to speak to me. This person arranged to give me a call back on Monday 23/10/23 regarding the appointment for the blood tests. I didn’t get a call back so checked my online record in the afternoon to see if there was an appointment and was surprised to see there was but it had been postponed! I then visited the surgery again to ask what had happened and one of the receptionists rebooked the appointment for the blood tests! I was told to give the surgery a call on Wednesday morning 25/10/23 at 08.30am to try and get an appointment to speak to the GP which I did, I wasn’t happy as I was waiting in a queue for nearly an hour only to be told there was nothing entered on the system that the GP wanted to speak to me! I don’t feel that this is a good practice to treat patients like this I am nearly 72 years old and don’t need this stress. I was eventually given an appointment to speak to the GP for the end of November in 4 weeks time it’s ridiculous when it’s the GP that requested to speak to me. It seems to me that the communication at this surgery is very poor.
Visited October 2023
Review titled Wheatfield Surgery
Replied on 03 November 2023
Dear Ms Cope I am currently looking into this for you-I will be in touch once I have investigated the matter thoroughly. Kind regards Michaela Campbell Practice Manager
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
I phoned up this evening for my daughters blood test results when the lady told me them I ask her to pre book an appointment with the doctor as he told me to book an appointment when the results are back or if the lump on her head had not gone I want the same doctor as I don’t want to go over everything again when the doctor already knows what is going on. I was told to ring up at 8.30 in the morning I asked what is the chance of me getting an appointment she couldn’t tell me I then told her I have done this before I rung up 3 days straight to be told I can’t see the doctor I requested which I think is disgusting you should be able to see any doctor you choose. I then asked her if I could pre book an appointment I was told no again I have to ring at 8.30 in the morning which i no i am not going to get an appointment. i think its wrong you can not pre book or get the doctor you want to see
Visited October 2023
Review titled Wheatfield Surgery
Replied on 25 October 2023
Dear Anonymous I have looked into this for you and have found and listened to the telephone call you made to our surgery. I am very sorry that this has happened to you and I have asked Diana the Reception Manager to call you this morning to offer you an appointment with your requested GP. I would like to apologise for this experience as it should not have happened and I would like to assure you that the member of staff has been addressed regarding this and she will not repeat this again. I along with the reception team are working hard to offer our patients a well run service and we are getting there bit by bit. I appreciate you taking the time to leave feedback and I hope you in the future have a better experience. With Kindest Regards Michaela Campbell Practice Manager
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Review titled Very unprofessional
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2023
My husband is deaf so can’t use the phone . I been calling the surgery on his behalf since 1988 . He asked me to call the surgery about blood tests and blood pressure. After a lot of confusion about who I was calling for they refused to talk to me about my husband. I was not aware of any changes had no letter or anything to say I would have to fill in a form stating I needed to talk on my husband’s behalf. They was very rude and unprofessional. The person I was speaking too sounded very inexperienced. Both being disabled we find this infuriating it’s hard enough getting to see a doctor and over the phone consultation so now they won’t let me speak on my husband’s behalf . Seriously. Why didn’t they send me this so called form I am supposed to fill out . After being with this surgery since 1988 am now considering to move. Not happy
Visited June 2023
Review titled Wheatfield Surgery
Replied on 28 June 2023
Dear Anonymous I would like to help you resolve this matter and find out who you spoke to. As you have left an anonymous review I am unable to. Please contact the Reception Manager, Diana at the surgery and she will be able to assist you with this. Kind regards Michaela Campbell Practice Manager
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Review titled Ok practice
Rated 3 stars out of 5
by Elaine Whitlock - Posted on 14 June 2023
On the 23rd of may i had an appointment with a lady She was lovely and helpful. I was asked to book a review this month. I was given a phone call appt for 13th of June. A lady called me at 9.05 pm. First she got dates of my visit mixed up and told me i had been seen on 9th June. It was confusing as i wasnt at doctors that day. I was also in bed. I tried to explain but couldnt get a word in. I tried to tell her my issues had improved but she just kept saying i had to have a face to face appointment. I felt i was being spoken to like a child and chastised. I got off the phone in tears after just saying yes to booking an appointment . I am nearly 70 and felt like i was 4. Surely this isnt how a patient should be left feeling.
Visited June 2023
Review titled Wheatfield Surgery
Replied on 28 June 2023
Dear Ms Whitlock Further to our investigation as you know your appointment was with Evexia the out of hours service and this has been resolved with them directly. This was not a fault of Wheatfield Surgery. Kind regards Michaela Campbell Practice Manager
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Review titled Very Poor Communication
Rated 1 star out of 5
by John Barclay - Posted on 02 March 2023
I visited the surgery today as my repeat prescription for diabetic medication had not been completed. When I approached the receptionist, she was abrupt, almost aggressively asking me if I had an appointment. When I explained why I was there she abruptly asked me to wait whilst she finished talking to another reception staff member. Eventually, the lady researched my details on the computer and told me that the prescription had not been completed due to “technical reasons” as the computer had not been working correctly last week. She then told me I would have to come back later to collect the prescription. When I asked her what time I should attend she said she did not know but I would have to come back later. I explained that I was working later in the day and would find great difficulty in returning. She then quite angrily told me that I would have to return later and could not give me a time. I then reminded her that it is essential that diabetic medication should be taken without interruption and asked why, when these “technical problems” occurred, I could not have been contacted by text to let me know. I could then have collected the prescription in a timelier fashion. She informed me that this was not possible due to the “technical problems” and that they were dealing with the missing repeat prescriptions as and when people reported their absence to the surgery. This seems an incredibly dangerous thing to do as many people who need their medications will not get them on time. There were no notices in the surgery regarding the issue and I do feel that more effort could have been made to inform people. I have been a nurse since 1980 so have had a long experience of working in a variety of NHS settings and I must say I have never felt so dissatisfied and disappointed with the communications from a caring setting than what I had this morning. The receptionist was rude, defensive, dismissive and seemed angry that I dared to question her reasons for the lack of repeat prescription. This is not the first time I have I have been at the wrong end of poor communication from the surgery but I usually ignore it. I am somewhat suspicious of the accuracy of the explanation of "technical problems" as I have been given this excuse before. So if this was true perhaps a better computer system should be employed? Either way, I know from my long experience of delivering health care that being busy or “technical problems” is not the fault of the person receiving care and such rudeness is inexcusable.
Visited March 2023
Review titled Wheatfield Surgery
Replied on 14 June 2023
Dear Mr Barclay Thank you for taking the time to leave feedback. I am sorry that you have not had a positive experience with your prescription. If you wish to contact me at the surgery I would be more than happy to discuss this in person. Kind regards Michaela Campbell Practice Manager
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Review titled Shambles of a practice
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2023
The receptionists are ridiculously rude. I can confidently say on behalf of the public no one wants to be ill and want to need medical services so I fail to understand why they think it’s okay to be rude or unhelpful! Patient documents are constantly misplaced despite them being emailed and scanned numerous times! It’s takes you a month to get an appointment just to discuss blood test results. A month. Can you imagine how much things can change?! Takes forever to get any appointments. Cancels them without notice and no apology either. Doctors are quick to dismiss patients. Basically if you register here or seek any help - you’re asking to be seriously ill. I get NHS is underfunded and understaffed but the above points can be easily avoided. All the practice manager does is responds to complaints on this website but doesn’t actually do anything. Staff should be ashamed of themselves and if you hate your job that much - leave.
Visited February 2023
Review titled Wheatfield Surgery
Replied on 08 February 2023
Dear Anonymous As you have chosen not to give your name I am unable to help you directly. All staff, doctors and nurses are working very hard at Wheatfield Surgery under the immense pressures we face to help our patients get the help they need. We are changing our appointment system and we have recruited more staff in order to improve the service we give to the local community. Whilst we enjoy the compliments we receive we are also keen to assist patients who feel that we can do more so if you would like to contact me at the surgery I would be happy to assist you with your multiple issues. Regards Michaela Campbell Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2023
Following a consultation with a Doctor on 16/01/23, I booked a follow up appointment for today, 02/02/23, at reception. When I arrived the receptionist said I didn’t have an appointment and offered me the 16/02/23! Or call in the morning, oh yeah, and be 30th in the queue!! Disgraceful!
Visited February 2023
Review titled Wheatfield Surgery
Replied on 03 February 2023
Dear Anonymous I am sorry to hear that there seems to have been some confusion with your appointment yesterday. As you have left no name I am unable to contact you but if you wish to contact me at the surgery I would be very happy to help you with this matter. Kind regards Michaela Campbell Practice Manager
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Review titled Patient rejected, go away, after 30 years.
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
After over 30 years at the GP, I have been seeing the shame 2 doctors during such time on on their advice stuck with the GP, I have been told to find another GP immediately as they will no longer (after a 30 day period) service any requests or appointments. At an age of 60+ and poor memory, such a large change with minimum notice is not easy to understand and manage. On calling they gave little consideration or understanding of the situation and were extremely rude and wanted to be rid of us. Avoid this GP as they don't care about their patients, only keeping their jobs easy and simple.
Visited January 2023
Review titled Wheatfield Surgery
Replied on 03 February 2023
Dear Anonymous I am sorry that you felt you should leave a review such as this. As your review has no name I am unable to contact you so please contact me at the surgery where I will be only too happy to assist you with this matter. Kind regards Michaela Campbell Practice Manager
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Review titled Pathetic service
Rated 1 star out of 5
by Issac Jiri - Posted on 04 October 2022
Got kicked out 2 days in a row saying the times I booked and on my text where different from their system, the treatment and way I was spoken to were totally different to the white gentleman in front of me by the rude receptionist
Visited October 2022
Review titled Wheatfield Surgery
Replied on 05 October 2022
Dear Issac Jiri, Thank you for your feedback, I am sorry that you have had a negative experience at our practice. Would you mind e mailing me directly with your date of birth, and as much detail as you can about the incident please so I can look into your concern more robustly. My E mail address is tabatha.saunders@nhs.net Kind Regards, Tabatha Saunders Practice Manager
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Review titled Not a good practice
Rated 1 star out of 5
by Anonymous - Posted on 09 August 2022
I rung the doctors yesterday for my scan results the lady told me I must ring in the morning for an appointment with a doctor to discuss my results. I rung this morning to be told I can not have an appointment until the 1st of September I think this is quite disgusting of them to tell me this and have to wait this long for appointment to speak with a doctor.
Visited August 2022
Review titled Wheatfield Surgery
Replied on 09 August 2022
Dear patient, I addressed your concern by calling you immediately following your e mail to me today, and I have also followed this up with an email back to you. Kind regards, Tabatha Saunders Practice Manager