Ouse Valley Practice - Ratings and reviews
Reviews
-
Review titled So helpful re prescription needed
Rated 4 stars out of 5
by Mrs Mary Clare - Posted on 26 February 2024
Having been given a prescription at A&E recently, I needed it to continue. I had such good service from the Receptionist at the surgery, who made sure the prescription would be continued and be available when my original one ran out. I was very grateful for her help and hope she reads this!
Visited February 2024
Review titled Ouse Valley Practice
Replied on 04 March 2024
Dear Mrs Mary Clare, thank you for your feedback and your kind words. This will be passed to Team. KInd regards The Practice Manager
-
Review titled Ridiculous wait time on telephone.
Rated 2 stars out of 5
by Dennis Morgan - Posted on 23 January 2024
Tried to get through on the telephone for the past 3 days. Have tried at various times of day to no avail. Surgery messaged me to cancel an appointment and asked me to call to re-book. Ridiculous situation , and booking on-line is a joke - can't you book nurses appointments and doctors never show any availability. Something seriously going wrong here.
Visited January 2024
Review titled Ouse Valley Practice
Replied on 04 March 2024
Dear Mr Morgan. Thank you for your feedback. I am sorry that you are finding it hard to get through on our telephones, but this is mainly due to patient demand. We can't allow patients to book every type of nurse appointment on-line as there are too many variations. We do have on-line GP appointments, however these are booked very quickley. KInd regards The Practice Manager
-
Review titled Offhand, unhelpful, Stress-inducing
Rated 1 star out of 5
by Sheri - Posted on 23 October 2023
I have had to phone to try to get appointments 3 times in the last few weeks. I can't get to see a doctor. The hub doctors appointment I did not get phoned and I was aging given a hub appointment but could not be guaranteed they would contact me. There is one receptionist who is curt almost to the point of rudeness, doesn't explain, orders you to state your symptoms and then says she has no appointments apart from hub and she does this begrudgingly. No friendliness, no empathy. Is she employed so that patients are too scared to phone or does she hate her job?
Visited October 2023
Review titled Ouse Valley Practice
Replied on 23 October 2023
Dear Sheri, Please could you email reception and request a telephone call with me. I would be happy to investigate this further for you. The reception email address is sxicb-wsx.ousevalleyreception@nhs.net
-
Review titled What happened to customer service?
Rated 3 stars out of 5
by Anonymous - Posted on 12 October 2023
I called today to book a blood test and a medication review. The receptionist was very offhand with me and simply said there's a waiting list and she needs to message a doctor to find out if I need a blood test. Surely it would be more efficient for the practice to offer blood tests before medication reviews, for those that have conditions that need monitoring, as a matter of course. Otherwise it could potentially mean three appointments when two would suffice. Also, what has happened to the online booking system, there are no appointments available months ahead.
Visited October 2023
Review titled Ouse Valley Practice
Replied on 16 October 2023
Dear Anonymous, the receptionist was correct in what she offered you. The waiting list is reviewed regularly by a GP. If you know you have not been added to the waiting list, please contact Reception to be added to the list for a non urgent - routine appointment. Kind regards The Practice Manager.
-
Review titled what's happened to the appointments system
Rated 3 stars out of 5
by Anonymous - Posted on 10 October 2023
I called today to make and appointment to see a doctor, and have been informed that I am on a "waiting list" My query is - when and how will I be informed of my appointment, and if the time is not suitable, do I just go to the back of the list and have to wait again. I realise everyone is under pressure in the NHS, but this is getting ridiculous. If the problem is a shortage of appointments, then perhaps the practice needs to take a long hard look at its fundamental structure and setup
Visited October 2023
Review titled Ouse Valley Practice
Replied on 16 October 2023
Dear Anonymous, Patients that are put on our waiting list are for routine appointments only. Our Senior Receptionist with a GP Partner go through the list regularly and will invite patients in for an appointment via the telephone or via SMS Text. You are not removed from the list if you are unable to make the offered date and time. The demand for appointments is extremely high and if you feel that your appointment is more urgent there are other pathways that the receptionist will offer you. Kind Regards The Practice Manager
-
Review titled Online Appointments
Rated 3 stars out of 5
by Anonymous - Posted on 20 October 2023
Having not been able to get through I decided to complete the online appointment form. This worked well and I was texted back the next day with an appointment time. However, the appointment was for that afternoon and I had to call the surgery to confirm. I tried 3 times and was on hold for over 30 mins each time, then having to drop the call as I was at work. Having already had to rearrange my work at short notice day I also had to make up time for the time I spent trying to confirm my appointment. Surely and online appointments should have the ability for an online confirmation?
Visited October 2023
Review titled Ouse Valley Practice
Replied on 23 October 2023
Dear Anonymous, Thank you for your feedback. I am not sure which form you have used, as I do not have your details I can't investigate this further. Are you able to email reception with your details and I will be able to look into this for you. Reception email is sxicb-wsx.ousevalleyreception@nhs.net Kind regards The Practice Manager
-
Review titled Lack of appointments
Rated 1 star out of 5
by Anonymous - Posted on 12 October 2023
I have been contacted by my midwife following a routine urine test to say that I have a UTI and to call my GP to get antibiotics. After waiting on hold for over half an hour I was simply told there are no more appointments today, phone back tomorrow. For context I am 37+5 weeks pregnant and have been in so much pain this week with cramping that I thought it was early labour! I asked the receptionist when I called if a GP can just do the prescription for me without seeing me as I’ve already had my urine tested and know what the issue is but was told no they need to see you. No advice given on alternative ways to be seen today. Terrible service! We’ll see if I manage to win the appointment lottery tomorrow and finally get to see someone, probably after waiting on the phone for another half an hour!
Visited October 2023
Review titled Ouse Valley Practice
Replied on 16 October 2023
Dear Anonymous, all pregnant ladies that have been contacted by the Midwife with a UTI, the midwife sends a task to the GP who will then issue a prescription for the medication to treat it. Please contact the surgery if you have not heard from us, since your contact with the Midwife. Kind Regards The Practice Manager
-
Review titled Your call is irrelevant to us
Rated 1 star out of 5
by Anonymous - Posted on 30 October 2023
Every time I phone the surgery I wait between 15 and 35 minutes before I can get through. The repetitive tune loops around with a male voice saying how important the call is. But the endless wait clearly contradicts the message and after waitng so long to get through it just becomes an irritating joke! This has happened in the morning for an emergency appointment and at other times during the day. I understand that both surgeries are busy and the NHS is stretched but surely there must be more than one person manning the phone lines.
Visited October 2023
Review titled Ouse Valley Practice
Replied on 31 October 2023
Dear Anonymous We are currently experiencing a very high volume of telephone calls at the surgery, which we can only deal with one at a time. Our Reception team answer the telephone calls between 830-9am as a priority then we have at least one person answering the calls for the rest of the day. We understand that the wait times have been longer than usual, we have limited the number of people that are able to wait in the call queue to prevent too many people waiting at any one time. The telephone message can be frustrating but we do answer the calls as quickly as possible and appreciate everyone for being patient. We are actively recruiting for more receptionist staff, so we hope that helps Regards, The Practice Manager
-
Review titled Concerns for my daughter
Rated 3 stars out of 5
by Anonymous - Posted on 13 October 2023
My adult Daughter has been experiencing breast pain for 3 weeks, as recommend she left it 3 weeks to see if pain had subsided, which it hadn’t so she tried to make a GP appointment, didn’t expect one straight away but hoped to get an appointment at least next week. Was advised to either go to the walk in centre or call 111, who directed her to make an appointment with her GP, basically going round in circles, considering it is breast awareness month, I consider this to not only be an unnecessary delay in what could be potentially breast cancer but extremely worrying that she’s feeling at a loss to know what to do, she works, has 3 children & should be able to see a GP at her local surgery, we know if she went to the walk in centre, she would be referred to her GP for further assessment, this is crazy, she needs to see a Doctor, not only for further investigations & opinion but to put her mind at rest, as her Mother I am worried & disgusted she is not being seen Regards Sharon Harris
Visited October 2023
Review titled Ouse Valley Practice
Replied on 16 October 2023
Dear Sharon Harris, Please can you ask your daughter to contact the surgery to make an appointment, if there is one available. If not she will go on the waiting list for a routine appointment which is reviewed regularly by a GP. Kind Regards The Practice Manager.
-
Review titled Needs improvement
Rated 3 stars out of 5
by Anonymous - Posted on 11 July 2023
I have always thought once past reception the doctors and nurses have been very professional and kind. My issue is the attitude of one receptionist. She needs training on empathy and compassion. I understand receptionists are doing their job but her manner is not acceptable when patients are already feeling anxious about their health. I work in the NHS I wouldn't talk to anyone the way she does.
Visited July 2023
Review titled Ouse Valley Practice
Replied on 24 July 2023
Dear Anonymous, we take all feedback very seriously we are sorry to hear that your experience with our reception team has been disappointing. I will be speaking to the team in our next reception meeting and your concerns that you raised will be addressed. The Practice Manager