Wivenhoe Surgery - Ratings and reviews
Reviews
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Review titled Disappointing Experience
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2024
I recently attempted to transfer my medical records and registration to Wivenhoe Surgery from another GP practice, and my experience has been extremely disappointing. Despite submitting the necessary paperwork three weeks ago, the process has been plagued by delays and a lack of responsiveness from the staff. Communication with Wivenhoe Surgery has been frustrating, with my inquiries about the status of my transfer met with vague responses and promises of action that never materialized. It wasn't until I made repeated follow-up calls after three weeks that any progress was made, highlighting a severe lack of efficiency and professionalism. As a healthcare consumer, I expected better from Wivenhoe Surgery. Timely access to medical services is crucial, and the delays and poor communication I experienced reflect poorly on the practice's commitment to patient care. Overall, my experience with Wivenhoe Surgery has been unsatisfactory, and I would caution others considering this practice for their healthcare needs.
Visited March 2024
Review titled Wivenhoe Surgery
Replied on 25 March 2024
Dear Patient, Thank you for your comments. We apologise that your registration paperwork has been delayed in being processed and that you found the admin. staff unresponsive to your requests when you contacted the surgery. We are currently looking into automated registration processing via our website which will negate the need for members of our admin, team to be available to process documentation as is the current method. We would like to assure you that we are committed to patient care and if a patient requires urgent medical assistance their registration would be processed as a priority on the day of receipt of the paperwork. We are very sorry that on this occasion we were unable to action your registration as timely as we would normally. If you would like to discuss this matter further please contact the Practice Manager - Zoe Cronin who will be happy to assist.
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Review titled Blunt and unhelpful receptionist staff
Rated 2 stars out of 5
by Anonymous - Posted on 26 February 2024
I went into the surgery to understand whether my son was on repeat prescription to find out he required a medication review, which had not been previously communicated to me. I was given only one option of an upcoming appointment at 9am in 2 weeks' time and when enquiring about other dates and times, I was told there was nothing and that the appointment had to take place in person. This isn't particularly helpful given my son attends secondary school nor that no notification of this required appointment was sent to me. Unfortunately the service is driven by what receptionist is on duty and has made this and prior experiences unpleasant and unnecessary stressful.
Visited February 2024
Review titled Wivenhoe Surgery
Replied on 11 March 2024
We are very sorry to learn that you were disappointed with the services provided by the Reception team when you attended the surgery recently. Medication review appointments are pre-bookable up to two weeks in advance. Appointment availability ranges from 10 am through to 4.30 pm depending on the day. We would be very happy to look into the particular incident you have detailed but would need further information . Please contact the Practice Manager Zoe Cronin via email (zoe.cronin@nhs.net) with patient details and date of incident.
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Review titled Training Opportunity
Rated 3 stars out of 5
by Roger - Posted on 11 October 2023
My wait for a service was unnecessarily extended. The comment "Was unable to contact" does not work in modern times of mobile phones and email. Whilst I do not expect staff to chase a patient, I do expect them to use the technology available. If you cannot reach me on my mobile, leave a voicemail or email me (my email and mobile have previously been used by the surgery) the onus is then on me.
Visited September 2023
Review titled Wivenhoe Surgery
Replied on 16 October 2023
Dear Roger Thank you for bringing to our attention the difficulties that you have experienced recently. Wherever possible we always use patient mobile phones and or email addresses to communicate. We do not however leave messages on any phones to ensure that there is no risk of personal information being accessed by another person. I would be happy to look into this particular incident if you could contact me and provide additional information - Zoe Cronin - Practice Manager via email zoe.cronin@nhs.net.
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Review titled Ludicrously hard to book an appt
Rated 3 stars out of 5
by Anonymous - Posted on 29 June 2023
Just hung on for 25 minutes in a queue. Wanted a GP appointment as have had a painful physical problem for months, hoping it would go away, but it hasn't. Was then given a ridiculously complicated set of instructions about various dates in which the next tranche of appointments will be released. Earliest appointment mentioned was week beginning 24 July and it's 29 June today. No wonder people spend their savings going private, or present to A & E, if in great pain. Hopeless situation when you hang on for ages, are not even asked what your symptoms might be and can't even make a definite appointment for 2/3 weeks in the future.
Visited June 2023
Wivenhoe Surgery has not yet replied.
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Review titled No appointments for a month!
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2023
I tried to book an appointment today and the earliest they could offer was in four weeks time. I was astounded and said so, and the receptionist said something vague about possibly doing it a bit earlier if it was urgent. She asked me nothing about my issues. If it was an infection I would’ve been in trouble waiting a whole month. I would change surgery but having read some online reviews they are all just as bad! They at least need training to establish if it’s an issue that can’t wait a month or to offer some kind of alternative. I am really shocked!
Visited April 2023
Review titled Wivenhoe Surgery
Replied on 03 May 2023
Dear Patient Thank you for your feedback and we are sorry that we did not meet your expectations when you made contact with the surgery today. Our Receptionists are all trained to ascertain from the patient whether their problem is urgent i.e. needing an appointment for the same day or whether the problem is routine and can wait for the next routine appointment. The Receptionists will also enquire as to the nature of the problem the patient has and once this is known they can then process the request according to the protocols agreed by the GPs and Advanced Practitioners which may be an on the day appointment. We are very sorry that this did not happen today and we will of course raise the matter with the Reception staff on duty. Zoé Cronin - Practice Manager
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Review titled Very efficient practice
Rated 5 stars out of 5
by Anonymous - Posted on 03 March 2023
GP services everywhere seem to be under immense pressure and I’m incredibly impressed with the Wivenhoe team. The phone is answered, the care is prompt and appropriate, the appointments are punctual to the minute. Bravo.
Visited February 2023
Review titled Wivenhoe Surgery
Replied on 07 March 2023
Dear Patient Thank you for taking the time to feedback with regard to your recent exp0erience when dealing with Wivenhoe Surgery. Your comments are very much appreciated and I will ensure these are feedback to the staff. Zoé Cronin Practice Manager
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Review titled Efficient Practice
Rated 5 stars out of 5
by Trevor Wiley - Posted on 01 February 2023
Having recently moved to the area I registered with this practice which was an online procedure which was easy enough to do with a follow up visit with identity documents checked by a friendly receptionist. I attended today to see the doctor and checked in with an easy to use computer. After a short wait I saw a very friendly doctor who was very thorough with a comprehensive examination and treatment plan. Afterwards I made an appointment with the receptionist for a blood test which is done at the practice. I have been very impressed with the professionalism at this practice and would thoroughly recommend for any potential new patients.
Visited February 2023
Review titled Wivenhoe Surgery
Replied on 06 February 2023
Thank you very much for adding your review of Wivenhoe Surgery to NHS Choices. We strive to provide a friendly professional service to all of our registered patients and are always happy to receive feedback regarding any areas that we do well or could improve upon.
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Review titled Interrogated by admin staff
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2023
I called to ask for a GP to call me back, after having a reaction to medication over the weekend, explained I was ok and didn't need urgent medical attention, but would like to discuss. The receptionist asked a lot of inappropriate questions, that felt like an interrogation, questions that would only be asked if a GP was talking to you. I was never asked how I am now. I asked to be called back on my land line, which was then read out, complete lack of attention to data protection. Instead of accepting I wanted to be called back on my landline I was asked if I still had my mobile number and was it mine!!! sadly this inappropriate behaviour continued
Visited January 2023
Review titled Wivenhoe Surgery
Replied on 25 January 2023
Thank you for your feedback. We are very sorry to learn that you were dissatisfied with the way in which you were dealt with by a member of our Reception team. The Receptionists follow a protocol that has been implemented by the GP partners in that all patients requesting to be seen same day are asked for the reason for their appointment, and the length of time that the problem has existed. This information is then clinically triaged by our Advanced Practitioners who will decide whether the patient can be contacted by telephone, requires a face to face appointment who needs to be seen by a GP. It is a process of ensuring a patient is seen by the most appropriate clinician. The Receptionists are also required to check with the patient that we hold their up to date contact information on their records to ensure that clinician will have the correct information. Please accept our apologies if our processes have caused you any distress. If you would to discuss this matter further please do not hesitate to contact the Practice Manager - Zoe Cronin.
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 24 January 2023
I am writing to say a big thank you for the Service I received at the surgery today. I rang to speak to someone at 8.00 and had a call back within the hour with an appointment to see the Duty Doctor. I was seen on time and then sent for an ECG and some blood tests for which I had to wait for approximately 30 minutes. I then waited again to see the Duty Dr. for maybe 45 minutes but bearing in mind that they are all so busy I was so impressed that all this was done within a couple of hours. People are always complaining about the NHS, well all I can say is we are lucky to have such a Surgery in the Village. A big huge thank you to one and all, you are all doing a great job under very difficult circumstances.
Visited January 2023
Review titled Wivenhoe Surgery
Replied on 25 January 2023
Thank you very much for your feedback regarding your recent visit to the surgery. We do all we can to deliver a professional and efficient service for our registered patients. We appreciate you having taken the time to share your experience.
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Review titled Excellent Medical Practitioner
Rated 4 stars out of 5
by Anonymous - Posted on 16 January 2023
I phoned late one afternoon because of painful symptoms. I was called back within an hour by the Advanced Medical Practitioner. They ascertained the problem and organised a prescription to be immediately sent to my pharmacy, and for me to drop a sample at the health centre. My symptoms improved after 2 days. I spoke to them again after 5 days to review the situation. I was very impressed by their expertise and efficiency.
Visited January 2023
Review titled Wivenhoe Surgery
Replied on 24 January 2023
Thank you for your comments of appreciation regarding your recent experience with the Wivenhoe Surgery Health care team. The whole team strive to provide a professional and responsive approach to the health care needs of all of our registered patients. Your comments are very much appreciated.