Oak Lodge Medical Centre - Ratings and reviews
Reviews
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Review titled Very rude receptionists
Rated 1 star out of 5
by Sam - Posted on 11 March 2024
I've been calling since last week to book a simple appointment with my own dr to be seen asap due to my pregnancy but I cannot get help from anyone! I keep trying to book the appointment on the app in the morning and afternoon but my Doctors name is not coming up. I called the surgery which I had to wait 1hr 30min on the call to see if my doctor is working that week or not. All the stress I went through as a pregnant woman I thought maybe the receptionist will help me to find a solution. Once I explained myself she told me she cannot do anything and the doctor which I would like to see is available that week! She started yelling at me and saying 'You don't understand what I'm saying to you it's not my problem you can't get appointment' I was absolutely shocked by this behaviour and was overwhelmed!!!! I have no idea how the managment team can allow this to happen in a surgery!! Absolutely distgusting!! All I wanted was an appointment just to see my doctor. I'm sure if you book someone pre appointment if it's urgent nothing will happen but they make it seem like it's something big! Not happy at all. If it wasn't for my Doctor I would never in a billion year would go to that surgery.
Visited March 2024
Review titled Oak Lodge Medical Centre
Replied on 27 March 2024
Dear Sam, We are sorry for the distressing experience you encountered while trying to book an appointment with your doctor. Your feedback is invaluable, and it's essential that our management team is aware of this matter. To assist us in our investigation and ensure that necessary actions are taken, could you kindly provide us with further details via our practice email oak.lodge@nhs.net? This should include the patient details, the time of your call, and the number from which the call was made. Please be assured, we take complaints like yours seriously and are committed to addressing them promptly. Our goal is to ensure that every patient receives the care and support they deserve. Best regards, Practice Management
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Review titled Great Practice
Rated 5 stars out of 5
by Alex Antoniou - Posted on 13 March 2024
It has become more and more difficult to make contact/book an appointment which can be so frustrating- however once you get through from the receptionist to the Doctors you can not fault them, and I would like to thank the Doctor I met with for all the information and support he gave me relating to my health and medication
Visited March 2024
Review titled Oak Lodge Medical Centre
Replied on 27 March 2024
Dear Alex Antoniou, Thank you for sharing your experience. We are grateful for your appreciation of our doctors' care. Please be assured, we are committed to improving our appointment system. Your satisfaction is very important to us. Best Regards, Practice Management
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Review titled Rude and Obnoxious Staff
Rated 1 star out of 5
by Kenneth Aitken - Posted on 14 February 2024
The attitude , manner and overall behaviour of the two receptionists I dealt with today was appalling. This behaviour and tone is doing nothing to put patients at ease during their difficult time. Shameful.
Visited February 2024
Review titled Oak Lodge Medical Centre
Replied on 02 March 2024
Dear Kenneth Aitken, Thank you for sharing your concerns. We are sorry to hear about your negative experience with our receptionists. We take this seriously and apologise for any distress caused. To address this issue promptly, could you please contact us at our practice email address and provide details such as the date and time of the interaction or any specifics to help identify the staff involved? We are committed to making improvements based on your feedback and appreciate your patience as we work to resolve this issue. Apologies once again for any inconvenience. Best regards, Practice Management
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Review titled Very grateful
Rated 4 stars out of 5
by Jamie walsham - Posted on 13 February 2024
It took a while for the reception to understand what kind of appointment I was trying g to make after a few attempts the dr was really helpful and I’m very grateful thank you
Visited February 2024
Review titled Oak Lodge Medical Centre
Replied on 02 March 2024
Dear Jamie Walsham, Thank you for taking the time to share your feedback with us. We appreciate your patience during the appointment scheduling process, and we're delighted to hear that the doctor was ultimately able to assist you effectively. Your kind words mean a lot to us, and we'll be sure to pass on your appreciation to the reception team and the doctor involved. If there's anything specific you feel could be improved or if you have further comments, please feel free to email us. We're here to provide the best possible care, and your feedback helps us in our continuous efforts to enhance our services. Thank you once again, and we look forward to serving you in the future. Best regards, Practice Management
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Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2023
I registered in 2010 but for at least the last 7 years it has been impossible to get an appointment. There’s no reason to be registered with a GP when you can never get an appointment.
Visited December 2023
Review titled Oak Lodge Medical Centre
Replied on 15 December 2023
Thank you for reaching out, and we sincerely apologise for the challenges you've faced in booking appointments over the past seven years. We recognise the importance of timely access to healthcare. We are actively working to enhance our appointment availability and streamline the booking process, ensuring that our registered patients can access the care they need. Your feedback is invaluable, and we appreciate your patience during this process. If you have any health concerns or requiring medical attention, please don't hesitate to contact us directly. Every registered patient is always welcome to visit us in person during our opening hours, call our reception, submit an online consultation form on our website, or use our online appointment booking system directly through their NHS account. Thank you for bringing this to our attention, and we are eager to make positive changes for you and our entire patient community.
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Review titled Normal
Rated 3 stars out of 5
by Anonymous - Posted on 01 December 2023
Need to improve regarding the initial reception area in order to make patients feel respected rather than as their are doing us a favour.
Visited November 2023
Review titled Oak Lodge Medical Centre
Replied on 15 December 2023
Thank you for sharing your thoughts about our reception. We take your feedback seriously and are committed to creating an environment where patients feel respected. We are constantly reviewing our procedures to ensure a welcoming experience. Your insights are valuable as we strive to provide the best care possible.
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Review titled Great service.. feel safe and supported
Rated 5 stars out of 5
by Anonymous - Posted on 01 August 2023
The staff was very nice. She was so supportive and welcoming. Make me feel okay during my visit. I wouldn’t be scared anymore To do my yearly check.
Visited August 2023
Review titled Oak Lodge Medical Centre
Replied on 15 December 2023
Thank you for sharing your positive experience! We're delighted to hear that our staff made you feel welcome, easing any concerns you had about your yearly check. Your comfort and well-being are important to us. If you ever have further questions or need help, feel free to contact us.
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Review titled Could be better
Rated 3 stars out of 5
by Anonymous - Posted on 22 June 2023
You call surgery finding out you are 35th in queue , you walking down there and being inside surgery you are 29th in queue and seeing none inside and receptionist just drinking coffee and pressing something on phone machine while talking to each other that's how you finding out you jumped higher in queue. Getting appointments is impossible even for a child which should be priority no matter what . 9 out of 10 times you will end up in walk in centre or ae as you cannot get help from surgery.
Visited June 2023
Review titled Oak Lodge Medical Centre
Replied on 15 December 2023
Thank you for sharing your experience, and we apologise for the challenges you faced. Your feedback is invaluable to us, and we are actively reviewing our processes to enhance our appointment booking system. While we strive to answer all calls promptly, our front desk staff is dedicated to assisting patients who visit us in person. We have now designated a back-office team to handle telephone calls and reduce waiting times. Additionally, patients can also contact us through an online consultation form. If you have specific incidents that require further investigation, please reach out to us directly. We appreciate your understanding and are committed to improving our service for you in the future.
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Review titled Great doctor
Rated 4 stars out of 5
by Anonymous - Posted on 14 June 2023
The doctor I saw was absolutely fabulous. She was very thorough in helping me work out the best course of treatment. I felt like a human not a number. Once I got past the receptionist, things flowed very smoothly. I was especially pleased with the doctor who spoke to me. It was very hard to get an appointment and came down to chance as the receptionist was very unhelpful. The phone in appointment system is outdated and unfit for purpose. I almost gave up trying at all until I came across a 'lucky chance' telephone consultation.
Visited June 2023
Review titled Oak Lodge Medical Centre
Replied on 15 December 2023
Thank you for taking the time to share your positive experience with our doctor. We greatly appreciate your feedback. We're actively working to address the challenges you mentioned with our appointment system to further enhance our services. Your input is invaluable, and we're grateful for the opportunity to improve.
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Review titled Good service at Oak Lodge medical centre
Rated 5 stars out of 5
by Clayton whitcomb - Posted on 14 June 2023
X-rays and blood tests were arranged quickly. Results came back within a week. I was able to make an appointment for feedback on results, very clearly and explained concisely, did not rush with a very polite manner. I felt very reassured. Thank you.
Visited June 2023
Review titled Oak Lodge Medical Centre
Replied on 15 December 2023
Dear Clayton, thank you for taking the time to share your experience with our services. We're pleased to hear that your X-rays and blood tests were arranged promptly, and the results were communicated to you efficiently. If you have any more feedback or if there's anything else we can help you with, please feel free to reach out.