Wye Surgery - Ratings and reviews
Reviews
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Review titled Good efficient experience
Rated 5 stars out of 5
by Mr Kenneth Burge - Posted on 02 February 2024
After visiting the nurse practioner today .I received a very efficient and thorough consultation.Felt that I was in good hands.
Visited February 2024
Wye Surgery has not yet replied.
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Review titled going from bad to worse
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2023
I completed an E-consult on a Friday knowing i would be at home on the Monday to take the call. I got an email telling me i would get a call the following Friday!!!!! So now it takes a week to get a call back?
Visited November 2023
Review titled Wye Surgery
Replied on 05 December 2023
Dear Sir / Madam, I am very sorry to hear that you are unhappy with the waiting time for an appointment at Wye Surgery. All of our eConsults are triaged and appointments are offered based on the urgency of your request. Our current waiting time for a routine, non-urgent, appointment is one week. This meets the governments expectation of appointments being offered within two weeks. We also have a daily duty doctor for any urgent issues that need to be dealt with on the same day. We do often have appointments that become available throughout the week. I would recommend that you sign up to Patient Access which will allow you to book available appointments online. Unfortunately, without any further information I am unable to look into your specific case. If you would like me to look into your request for an appointment in more detail please contact me using the contact us form on our website. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Really impressive GP service
Rated 5 stars out of 5
by Anonymous - Posted on 24 October 2023
Consulted Dr re long term swelling to right knee. In depth examination and full explanation as to his thoughts and initial tests required. Following day I received a message to say that he wanted me to have additional blood test before deciding the next action. This may well be a long term job but Dr has given me great confidence to face the future and to consider the options when we get to that point.
Visited October 2023
Review titled Wye Surgery
Replied on 31 October 2023
Dear Sir / Madam, Thank you so much for taking the time to leave Wye Surgery a 5 star review. I'm very pleased to hear that you had an in depth examination and the doctor explained everything to you in full. It's great to know that the doctor has given you confidence for the future. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Telephone contact
Rated 3 stars out of 5
by Anonymous - Posted on 19 September 2023
You ring this surgery and you wait in the queue - if you are lucky you get to "you are first in the queue and will be answered by the next available representative" and no one answers! You receive a letter asking you to book a blood pressure check- the first time you actually manage to speak to someone and there are no appointments - you are asked to call again but next time you call you cannot get an answer! It makes you feel like giving up! If you have this sort of telephone system you actually need staff to answer the calls!
Visited September 2023
Review titled Wye Surgery
Replied on 21 September 2023
Dear Sir / Madam, I am very sorry to read your 3 star review of Wye Surgery. Unfortunately, without your details I am unable to investigate the circumstances around your specific experience. However, I can address some of your concerns more generally. We are currently booking all eligible patients in for their flu and covid vaccinations. From previous years experience, we know that this can clog up our telephone lines. We have tried to mitigate this by sending all patients with mobile telephones self-booking links. This has significantly reduced the number of calls coming in to the surgery, however, we do have a large number of patients who do not have mobile telephones so are calling the surgery to book their appointments. We do always have staff answering the telephones but we are aware that our lines are often busier at particular times of the day. We are working towards moving to a new system that can provide us with adequate reporting to ensure we have the right number of staff at the right times. We do have appointments available with our HCA's and nurses over the coming weeks, so I am unsure why you were advised that there were no appointments available to book your blood pressure check. Again, without further information I am unable to look into this in detail. Please feel free to contact me using the contact us page on our website and I will look into the matter for you. Kind regards, Tara Tara Wilson Practice Manager.
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Review titled Disappointing
Rated 2 stars out of 5
by Anonymous - Posted on 03 August 2023
I contacted the Surgery about an urgent MRI. The hospital had requested a new referral for me. Seven working days later the referral remains with the admin staff!!!!!
Visited August 2023
Review titled Wye Surgery
Replied on 11 August 2023
Dear Sir / Madam, I was sorry to read your review of Wye Surgery. Unfortunately, without further information I am unable to investigate the matter in full. I have looked into our recent MRI requests and can't find a record of any that have been delayed. I would be grateful if you would send us full details using the contact us page on our website. We can then investigate the matter further. Kind regards, Tara Tara Wilson Practice Manager.
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Review titled Unacceptable
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2023
Really shocking that a GP surgery will leave the phone ringing for over 35 minutes - at which point I gave up. Especially frustrating as for 25 of those minutes, it was telling me that I was first in the queue…
Visited August 2023
Review titled Wye Surgery
Replied on 29 August 2023
Dear Sir / Madam, I am very sorry to hear that you were waiting in a queue for 35 minutes when trying to get hold of the surgery. I would like to be able to investigate this matter further but am unable to do so without the date or time of your call. Please would you send me further information using the Contact Us form on our website so that I can address any issues we may have with our telephone lines. Please mark the form for my attention. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Still not great
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
Still not easy to see your Dr of choice, which, if you're dealing with mental health issues is difficult. At least you no longer rudely get told you should use the e consult when you did already and got to a page telling you to ring the practice directly. Feel very much a number, very different from 15 years ago where I felt like a patient.
Visited June 2023
Review titled Wye Surgery
Replied on 05 July 2023
Dear Sir / Madam, I was sorry to hear that you have not been happy with your recent experience of Wye Surgery. The surgery offers our patients the ability to book both telephone consultations and face to face appointments online. All of our doctors have appointments online, so you can choose who you see when using this method. If you prefer to call the surgery to book a routine appointment, you will be offered the option of a telephone consultation or face-to-face appointment. You will also be offered the choice of GP or the next available appointment, whichever is more convenient for you. If there is a specific doctor you wish to see then please ask to be booked with them. The only exception is if you request a same day, urgent appointment, which cannot wait for the next routine appointment. In these instances, you will be booked with the daily duty doctor. I can assure you that our staff do not view our patients as numbers and I am very sorry that you feel this way. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Wye surgery not able to provide basic care
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2023
Wye surgery no longer seems able to offer even the most basic NHS services to its patients. I do not access the services regularly and have only had two interactions with them in the last two years. In both cases I have come away wondering what their actual purpose is? They seem to be a gateway into other local NHS services rather than operating as a GP surgery? I have to question why they need to lean so heavily on Accident and Emergency and the William Harvey's Urgent Treatment Centre for simple patient issues? The processes in place to access doctors are novel, and do not seem patient centric. The staff seem professional enough when they are telling you no doctors are available for appointment today. I hope they can turn things around and begin to provide the services we as British citizens have historically been so proud of, but at this time I could not recommend Wye surgery. They have the ability to comment on these reviews - are they able to explain their position?
Visited March 2023
Review titled Wye Surgery
Replied on 16 March 2023
Dear Sir / Madam, I was very sorry to read your 1 star review of Wye Surgery. Your grievance is in relation to being signposted to A&E and the Urgent Treatment Centre. The surgery does, on occasion, receive calls from patients who require emergency medical attention. General Practice is not an emergency service, but it is often a gateway to other NHS Services, as you rightly point out in your review. Patients that require emergency medical attention, e.g. if they are having a stroke or heart attack, will be advised by our team to attend A&E or call an ambulance. This is the safest possible course of action for emergency issues. General Practice is currently under an extreme amount of pressure. The demand for GP services is rising while the number of GP’s in the country is declining. The NHS has developed a Long Term Plan which, in part, addresses the need to ease the pressure on both A&E and primary care services. UTC’s are GP led services that have been implemented across the country to address the issue of overflow of urgent issues that do not require a hospital visit but exceed the capacity of GP surgeries. As a surgery we have recently changed our appointment system, to meet the needs of our patients, to improve access and to increase capacity. We now offer our patients the ability to book appointments up to two weeks in advance. This can be done in person, over the telephone or online. We offer our patients the choice of GP, as well as the choice of a telephone consultation or face to face appointment. The new system has been well received by the vast majority of our patients. We also offer same day appointments for urgent acute issues that cannot wait until the next available appointment. Unfortunately, we do not have unlimited capacity and there will be times where demand exceeds the number of appointments that we can safely offer. In these instances we advise patients to contact an Urgent Treatment Centre. There are ways in which our patients can help improve our appointment availability. In recent weeks we have come across patients who have demanded same day appointments for issues that would have been able to wait for a routine appointment, patients that have booked urgent appointments via NHS111 only to tell the GP, when contacted, that the issue has now resolved and patients that have refused to attend the UTC. Each of these examples means that we may not have been able to offer same day appointments to patients with genuine urgent issues. In the last working week the surgery has had 24 DNA’s. These are appointments that patients booked but did not attend. We ask that our patients cancel unwanted appointments so they can be rebooked for patients with a genuine need. I hope that my response has explained the use of A&E and UTC’s. Kind regards, Tara Practice Manager.
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Review titled Brilliant practice
Rated 5 stars out of 5
by Judith Silcock - Posted on 06 December 2022
I rang the surgery and asked for a doctors call back. I was told a doctor would call. Within around an hour I had a call from one of the doctors. The doctor listened to my enquiry, put my mind at rest and gave me some good advise. I couldn’t have asked for more and have complete faith in my practice
Visited November 2022
Review titled Wye Surgery
Replied on 22 March 2023
Dear Mrs Silcock, Thank you so much for leaving a 5 star review of Wye Surgery. We work very hard, under difficult circumstances, to try and continuously improve the services we offer our patients. I am delighted to hear that you have found the surgery to be 'brilliant'. Kind regards, Tara Practice Manager
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Review titled Amazing care after illness
Rated 5 stars out of 5
by Anonymous - Posted on 28 June 2023
Wye surgery have been amazing during an illness - from diagnosis of sepsis (and getting me urgent care) to the most amazing after care for both my mental and physical health after being discharged from hospital. The practice nurse team managed to get a large open wound to close and were so persistent and focussed on getting it to heal. The GPs are the practice are excellent and always listen. The econsult/booking system works very well and urgent queries are dealt with quickly.
Visited July 2022
Review titled Wye Surgery
Replied on 04 July 2023
Dear Sir / Madam, Thank you for leaving a 5 star review of Wye Surgery. I am so pleased to hear that you were provided with excellent care both during and after a recent illness. I hope that you are now fully recovered. Best wishes, Tara Tara Wilson Practice Manager