Angel Lane Surgery - Ratings and reviews
Reviews
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Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2024
The appointment system at this surgery is utterly broken in my experience. I phoned in the afternoon to be told there are no pre-bookable GP appointments and was told to send a text message and they would get back to me. I have zero faith in this method as I have requested bookings online before and no-one has got back to me. The only other alternative is to try to get a same day appointment by phoning at 8am. This has proved virtually impossible; I have phoned first thing, been stuck in a queue for 30 mins, only to be told there are no appointments. In the past I have had to go to A&E for non-urgent matters just because I couldn’t book an GP appointment in advance. It’s frightening being registered with a practice where care is almost impossible to come by. How is someone who is seriously ill or elderly supposed to navigate all the obstacles/ barriers this practice puts in the way of getting something as basic as a GP appointment. How many cancers are being missed by this practice? The one time I did manage to get some kind of appointment I was only allowed to see a nurse not a GP. When I arrived at about 9 am there was only one other patient in the waiting room; it was the middle of winter and you wondered where all the sick people were; probably trying in vain to get an appointment. The practice succeeds in distancing itself as far as possible from the care needs of the patients on its books. Avoid if you have any alternative.
Visited April 2024
Review titled Angel Lane Surgery
Replied on 23 April 2024
I am the Practice Manager at Angel Lane Surgery and I am sorry you have had these unsatisfactory experiences. We are of course under extreme pressure like the rest of the NHS currently and have great demand for appointments. The surgery does signpost patients to the most appropriate care provider so that all patients get the care required whether that be a clinician at the surgery or a service outside of the surgery. At times when we are at a capacity that is within safe working parameters for the clinicians it may be that this appropriate route would be A&E. By asking the patient to send in an electronic message via our website this enables this signposting process to be done more efficiently and frees up the phone line for urgent cases or patients who cannot access online services. I of course cannot comment on your particular experiences as I do not have the details but if you would like to get in touch with me at the surgery, I would be very happy to look into this in more detail for you. Alison Southgate Practice Manager
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Review titled Lack of empathy on reception
Rated 1 star out of 5
by Anonymous - Posted on 07 September 2023
I completely understand the strain on the surgery, that said when I walk in and ask a question after being sent over from the pharmacy, I don’t expect to be spoken to so rudely. Some people might have a lot going on in their lives and the way I was spoken to could send someone over the edge. I asked a simple question and the response was completely uncalled for. It’s not the first time. I know some people can be rude but if you are patient facing you should some element of empathy. I walked out of the surgery and felt completely lost…
Visited September 2023
Review titled Angel Lane Surgery
Replied on 07 November 2023
Thank you very much for taking the time to leave this feedback and I am so sorry for the delay in responding. I am the Practice Manager at Angel Lane Surgery and I am very sorry that you had this unsatisfactory experience. Without knowing the full details of this visit I have conducted an investigation as best I could and please be assured that the reception team did receive guidance to maintain professionalism and courtesy. I would be very happy to look into this in more detail for you. If you would like me to do this please do contact me with your contact details. The best way to do this would be via our electronic messaging service called AccuRx available via our website (www.angellanesurgery.co.uk) using the contact us tab. Alternatively telephone or call in to the surgery. Alison Southgate, Practice Manager.
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
Non-urgent apps are more than a month away and so reception tell you to call up at 8am the next day instead for an urgent appointment. When you do this, you have to dial 50 times before getting in the queue and then all the slots for today are taken by about 8.20am. In general, the doctors are great when you manage to see them, but the service as a whole compared to other GP practices is just unacceptable.
Visited June 2023
Review titled Angel Lane Surgery
Replied on 09 June 2023
Thank you very much for taking the time to leave this feedback. I am the Practice Manager at Angel Lane Surgery and I am very sorry that you have had this unsatisfactory experience. The best way to request an appointment is via our website www.angellanesurgery.co.uk if you are able to. This saves you waiting on the phone and with the information you give us we can offer a timely appointment for you, referring to a clinician if necessary. We have spent a great deal of time over the last month adjusting our appointment system to try and cope with the enormous demand we are faced with, along with the whole of the NHS and I hope this system is now improving. If you would like me to look into your particular experience please do get in touch with your contact details and dates and times of the experience and I can investigate and respond personally to you. The best way to do this would again be via our electronic messaging service available via our website (www.angellanesurgery.co.uk) using the "contact us" tab or you can of course write or telephone in if you do not have access to the internet. Alison Southgate, Practice Manager.
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Review titled Hopeless
Rated 2 stars out of 5
by Mrs Catherine Kearney - Posted on 04 May 2023
Angel Lane surgery continues to go from bad to worse. Getting a non-urgent appointment is an ordeal involving at least several weeks wait, sometimes the “next block of appointments” are not available and you are asked to try again the following month. My 16 year old daughter has waited over 3 weeks to see the nurse to have her ears syringed only to be told on arrival today that she’s too young and has to be at least 18. This is nonsense, she has had the procedure done there before at least a year ago when she was 15. No doubt if she wanted to go on the pill or some other serious medication that would have been fine but unblocking her ears so she can hear properly is a no. We are being incredibly badly served.
Visited May 2023
Review titled Angel Lane Surgery
Replied on 09 June 2023
Dear Mrs Kearney, I am sorry that your daughter has had this experience. Please be assured I have taken your comments very seriously and have taken the time to look into this. The guidelines for ear syringing and therefore our policies have changed over the last few years. We are no longer able to do this for under 18s. I am very sorry that this was not explained at the time of booking the appointment and that the receptionist did not note that she was under 18. I am sorry for the time wasted and the inconvenience. I would be very happy to discuss this further with you or your daughter. Please feel free to contact me at the surgery if you so wish. The best way to get in touch is via our website www.angellanesurgery.co.uk and using the "contact us" tab. Alison Southgate, Practice Manager.
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Review titled what practise
Rated 3 stars out of 5
by chris ropkins - Posted on 07 February 2023
try ed to book on line consultation though id dont think they are of little use .faild on line. visited surjury told i couldnt book it till .as i cant i will give up. cant see going to surjury to book a phone call just dismissed there last time
Visited February 2023
Review titled Angel Lane Surgery
Replied on 08 March 2023
Thank you very much for taking the time to leave this feedback and I am sorry for the delay in responding. I am the Practice Manager at Angel Lane Surgery and I am very sorry that you have had these unsatisfactory experiences. I would very much like to find out more about your experience and offer you some explanation. If you would like me to do this please do contact me with your contact details. The best way to do this would be via our electronic messaging service called AccuRx available via our website (www.angellanesurgery.co.uk) using the contact us tab. Alternatively telephone or call in to the surgery. Alison Southgate, Practice Manager.
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Review titled Extremely bad
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
I’m writing this on behalf of my 62 year old dad. My dad has been trying to get an appointment for over 3+months for multiple issues and each time he gets told to call back another day. Last week was the final straw and he called them and demanded an appointment whenever there was one available. He got told to call back at 14:00 and they would book him one for the end of march. He called back at 14:00 to be told there is no appointments until the end of April!! My dad asked for one to be booked and the lady on the phone said she couldn’t as she wasn’t sure what bookings they had?!she then asked my dad to come into the surgery to obtain a reference number to be able to book an appointment online but this still wouldn’t be booked until the end of April. I then found a booking form on the surgery’s website and my dad got a response with an appointment being booked for the following week. Why has my dad been waiting so long when all he needed to do was fill out a form online. More to the fact.. why are people being told over the phone there are no appointments,yet if you fill a form out online you get one pretty much straight away??! This is not the first issue which my dad has had and the whole community is fed up with this surgery!
Visited January 2023
Review titled Angel Lane Surgery
Replied on 08 March 2023
Thank you very much for taking the time to leave this feedback. I am the Practice Manager at Angel Lane Surgery and I am very sorry that you have had these unsatisfactory experiences. I would very much like to find out more details and offer you some explanation. If you would like me to do this please do contact me with your contact details. The best way to do this would be via our electronic messaging service called AccuRx available via our website (www.angellanesurgery.co.uk) using the contact us tab. Alternatively telephone or call in to the surgery. Alison Southgate, Practice Manager.
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Review titled Terrible Practice - Avoid!
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
Getting an appointment here is an arduous process. You can only book for the same day and you have to start calling at 8am. Thus morning, 198 calls later, I managed to get through to the automated queuing system only to be cut off after 19 minutes and so had to repeat the process again. All in all it took me an hour to get through. I managed to secure an appointment for my son and myself. Upon arrival, I was told loudly and rudely through a partially opened half door that I wouldn’t be seen because I was 10 minutes late but my son would be. This was repeated to me 3 times, unsure as to whg it needed to be repeated as I said ok 3 times frankly to ill to argue, before the woman in question turned her back and shut the door in my face so I went and took a seat with my son. A few moments later, the same woman opened the door (s) and stomped across towards me and in front of the entire full waiting room of people, again rudely and loudly proceeded to tell me once again that the doctor would only see my son at which point I did advise her that I had heard her the first 3 times and now she was embarrassing me in front of a room full of strangers and in front of my son. As an adult and a tax payer, I do not expect this level of rudeness and such a poor service for my heard earned money. The reception staff at the this practice behave like dictatorial teachers dealing with and chastising naughty children. Zero respect and zero compassion and zero acknowledgment for the hour of my life lost this morning just trying to get through on the phone. Not the first time I’ve had poor service from Angel Lane but will be the last. Avoid at all costs!
Visited January 2023
Review titled Angel Lane Surgery
Replied on 20 January 2023
Dear patient Thank you very much for taking the time to leave this feedback. I am the Practice Manager at Angel Lane Surgery and I am very sorry that you have had this experience. Please be assured I have have taken all your comments very seriously and am dealing with them appropriately. If you would like me to feedback directly to you please do contact me with your contact details. The best way to do this would be via our electronic messaging service called AccuRx available via our website (www.angellanesurgery.co.uk). Alison Southgate, Practice Manager.
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2022
The appointment system at this surgery is indeed questionable. Their website states that appointment requests should be made on the day by telephone between 8 am and 10 am. Wait times of over 40 minutes for phones to be answered are the norm, with regular cut off at the point of answering. For over 3 weeks I have called nearly every day, only to be told that there are no appointments available. Forward booking too seems to be a problem with 'none offered as there is no availability' or 5-6 weeks ahead. The Surgery has a notice pinned up outside stating that appointments cannot be made in person at the reception desk. I have also been told on 2 recent occasions to go straight to A&E, rather than wait for an appointment! Staff at the service end of the practice seem very disillusioned with the booking system. I notice that the Surgery is currently advertising for new patients but obviously they cannot cope with those already registered. I would not recommend this surgery to anyone who is ill or seeking medical help.
Visited December 2022
Review titled Angel Lane Surgery
Replied on 20 January 2023
Dear patient Thank you very much for taking the time to leave this feedback and I am sorry for the delay in responding. I am the Practice Manager at Angel Lane Surgery and I am very sorry that you have had these unsatisfactory experiences. I would very much like to feedback to you personally and offer you some explanation. If you would like me to do this please do contact me with your contact details. The best way to do this would be via our electronic messaging service called AccuRx available via our website (www.angellanesurgery.co.uk). Alison Southgate, Practice Manager.
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Review titled Shout out for excellent primary care for my mother
Rated 4 stars out of 5
by Tanya gillett - Posted on 14 November 2022
My mother was seen very promptly last week following too early a discharge from hospital and again today leading to a re referral to the same day emergency unit at hospital . The care and regard shown by the reception staff and two G P s shows what good go led care should be . It was through respectful and rproactive If GPs we’re properly supported the pressure on Aand E would be so reduced.
Visited November 2022
Angel Lane Surgery has not yet replied.