Village Surgery - Ratings and reviews
Reviews
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Review titled Well prepared
Rated 5 stars out of 5
by Pamela Jones - Posted on 30 April 2024
Although I had to wait 4 weeks for an appointment and not for my first choice doctor my experience was a positive one. The doctor I saw was well prepared, having read my notes, and very personable. He discussed my opinions on next moves and was the very opposite of condescending, treating me with respect a 66 year old appreciates.
Visited April 2024
Village Surgery has not yet replied.
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Review titled Poor customer care
Rated 1 star out of 5
by Alison Booth - Posted on 11 April 2023
I have very recently relocated and am in the process of changing my Doctors surgery. I moved from Poole, Dorset using Talbot Village at Talbot Village to Wiltshire. I unfortunately had run out of my prescription and as the processing time of my paperwork at the new village surgery was not complete, I was advised by them (Jubilee Field Surgery in Yatton Keynell, Chippenham) to get a repeat prescription made up by my previous surgery and sent to a local pharmacy to me. I however had no luck in getting a prescription as I was no longer deemed as being a patient in Dorset. The receptionist acknowledged that I was in a state of limbo between two surgeries but refused to offer any assistance, this had been my village surgery for over 40 years. I can’t believe the system has come to this where a surgery know longer recognised patient care and were able to fill the flaw in the system. Luckily the surgery in Yatton Keynell have been marvellous and sensed my stress in running out of important medication. But I would like it to be noted that the customer care in Poole village surgery is far below standards. It is a surgery which is terribly hard to make an appointment and I have found over the last 5 years its level of customer care to be below standard. On a previous occasion my husband had to go private to get a prostate test as they refused to book an appointment. They're appointments were fully booked five weeks in advance and there was no further options available other than phoning up every morning in hope of a cancelation.
Visited April 2023
Review titled Village Surgery
Replied on 13 April 2023
Dear Mrs Booth, Thank-you for your feedback. We appreciate all feedback whether positive or negative. I have now had a chance to listen to your phone call on 11/04/23 and speak to the receptionist assisting you. Your situation of being in the electronic process of leaving one Surgery but not quite fully registered with another is not unique but can create some challenges for staff in terms of prescriptions. Ordinarily we would advise anyone new to joining us to ensure they have sufficient medication to tie then over until the new registration is complete. This is because the new GP may wish to carry out a review before prescribing any more medication. In your case though, you wanted to have enough to tie you over until your new surgery had completed their registration process. The receptionist did identify herself to you as a trainee and as such had to seek guidance from other staff members who were working alongside her. She has told me that she was going to call you back on Tuesday after she noticed on your record that you had a prescription issued in February that should have technically given you enough medication for 112 days but unfortunately, she decided not to. I have confirmed with her that, in hindsight, this would have been the best course of action. Prescriptions can be issued early in exceptional circumstances e.g. holiday/moving out of area. In terms of wait times for appointments, reception is able to book routine appointments up to four weeks ahead. There are always Duty Doctor triage slots available morning and afternoon for new and/or urgent concerns. We have recently taken on a new salaried GP which has aided us in adding additional appointments, but workforce is an ongoing challenge. On behalf of the Village Surgery, we are sorry that you left here with a negative experience and hope that you have a more productive relationship with your new surgery in Wiltshire. I wish you well for the future. Yours Sincerely, Emma Charles Deputy Practice Manager
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Review titled Much improved
Rated 4 stars out of 5
by CHRIS SMITH - Posted on 04 March 2023
Ive had terrible treatment in the past here but was shocked and surprised to be spoken to by a very professional receptionist who made me an appointment with a fabulous practitioner who took the time to listen.
Visited March 2023
Review titled Village Surgery
Replied on 06 March 2023
Dear Mr Smith, Thank-you for taking the time to write positive feedback on this website. We pass all feedback, whether positive or negative, to the staff involved and this has been done with your comments. I hope you continue to be satisfied with your treatment here and that it becomes the 'norm' and not a surprise. Kind Regards, Emma Charles Deputy Practice Manager
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Review titled Worst surgery I have ever dealt with
Rated 1 star out of 5
by Anonymous - Posted on 03 February 2023
Their administration is appalling and their general demeanor is completely uncaring. Having spoken to them about serious issues a number of times in the last 18 months it is like banging your head of an uncaring brick wall. It often takes numerous phone calls and visits to achieve anything, with no one willing to take reasonability to listen and sort issues. In my life i have dealt with 7 medical practices and this is without doubt the worst.
Visited February 2023
Review titled Village Surgery
Replied on 06 February 2023
Dear Patient, Thank-you for taking the time to leave your feedback on this website. We welcome all feedback whether it be positive or negative. I am the Deputy Practice Manager and if you are still registered with us, I would be happy to explore the issues you have raised as it would give us a chance to reply constructively to you. Also, depending on what the administrative process is that you find 'appalling', we would be able to inform you whether it is something within our capacity to change. I can be emailed c/o villagesurgery.poole@nhs.net. Kind Regards, Emma Charles, Deputy Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 30 December 2022
I called this morning to book a telephone appointment as a have bad pain which has spread to mid chest (mild). Firstly was told I have been de-registered for an unknown reason. Was then told I had needed to confirm my address and didn’t in time so struck off. I now have no GP but my two sons, one an adult and one a child, remain registered. I spoke to a GP only three weeks ago who didn’t mention anything about the address and gave me a prescription but not so much as a call to tell me they were about to leave me without a GP. I was told I now have to re-register at a surgery I have been with for 15 years?! No thanks I think I’ll find someone a bit more professional. When I asked what I do in the meantime about speaking to a doctor, I was told to call 999 if I have chest pain. I have a mild pain, I don’t need to call emergency services who are already stretched. But what do I know, I’m not the medically trained receptionist who appears to know everything. The one I spoke to today was very pleasant I must say, which is a step up from the usual receptionist I speak to who appears to be on some kind of constant power trip. Most likely because we live in fear of putting a foot wrong in terms of upsetting her in case we are struck off as a patient. I actually take offence at having to tell someone with no medical training my personal medical issue only for her to decide if I’m worthy of a call from a GP. I used to think this surgery was great but have to agree with all of the other reviews about the surgery going downhill sadly. Pick another one would be my advice, preferably one which values patients enough to give them a call before casting them aside and who doesn’t have a reception team running the show when they do actually manage to pick up the phone.
Visited December 2022
Review titled Village Surgery
Replied on 11 January 2023
Dear Patient, Thank-you for your feedback and I would like this complaint updated to reflect that I have subsequently spoken with you. I clarified the circumstances that led to your deduction and we have agreed there were communication errors on both sides. Hopefully with your re-registration here at the Village these will not re-occur. I cannot comment on a public forum about your clinical concerns raised but I can respond about the issues you have raised in regards to our Reception staff. All GP Surgery's operate a system whereby the receptionists are instructed by the GP Partners to ask for an outline of the medical concern when patients request an appointment. This is to ascertain whether it needs to be a same day Duty Dr call or can wait for the next routine appointment. By asking for some information it also allows for patients to be signposted to the most appropriate clinician which isn't always a GP. I am sorry to hear of your negative experience with a receptionist but note that you have also had a positive one. We would hope all interactions with our staff are positive but our reception team speak to many patients each day under challenging conditions. Please do not hesitate to contact me if you would like to discuss this further. Kind Regards, Emma Charles, Deputy Practice Manager
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Review titled Horrible experiences
Rated 1 star out of 5
by Anonymous - Posted on 18 November 2022
Every time I try and call, the receptionist talks to me so horribly, can't talk to my doctor because the receptionist feels like she is in charge. The way they speak to you is not a lovely experience, they seem annoyed at why you are calling and bothering them.
Visited August 2022
Review titled Village Surgery
Replied on 21 November 2022
Dear Anonymous, Thank-you for taking the time to provide feedback on our service, which we welcome whether good or bad, and I am sorry to hear of your recent experience. All of our phone calls are recorded and if you can provide me with your details and the time of the call, I will be able to listen to the call and address your concerns. I can be contacted via villagesurgery.poole@nhs.net. Please mark the email for my attention. Kind Regards, Emma Charles Deputy Practice Manager
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Review titled Very pleased with the surgery
Rated 5 stars out of 5
by Pat - Posted on 13 June 2022
I had a very positive exspirience with the surgery. The receptionists and doctors are kind and do their best to help. The lack of appointments it's likely based on the strain NHS is currently facing and is not just this surgery. I find that when I call in the morning it gets a bit busy but you can usually get an appointment. Thank you for your service
Visited June 2022
Review titled Village Surgery
Replied on 17 June 2022
Dear Pat, Thank-you for your feedback and your recognition of the hard work all the Surgery staff provide here. I have relayed your comments to the GP's and reception staff. Best wishes, Emma Charles Deputy Practice Manager
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Review titled Overwhelmed and Slow
Rated 2 stars out of 5
by James - Posted on 11 July 2022
On 2 separate occasions calls have been on hold for over 25 minutes to get through. With office closed pre-recordings playing well into opening hours. Prescriptions do not appear and are then questioned as lies by reception staff due to information being incorrectly recorded. Incorrect information is frequently given out by non-clinical staff with regards, to hospital services and contact telephone numbers. Reception staff have booked appointments for taking blood for children only to discover on patient arrival that they can not do this and the child should have gone to hospital. (This appointment took 3 weeks to get) On the last 3 occasions a gp has been required we have opted to pay for a private GP rather than run the reception guantlet or face ridiclious waiting times. The excuse of covid is wearing a little thin as the rest of the country has to perform as normal.
Visited June 2022
Review titled Village Surgery
Replied on 13 July 2022
Dear James, Thank-you for your feedback. I am sorry to hear of the negative interactions you have had with us recently. I would appreciate the opportunity to investigate this further. All of our phone calls are recorded so if you are willing to provide me with the patient details and dates I can do this. You state that on two occasions you waited 25 minutes to have your call answered? This length of wait is highly unusual so, again, if you provide me with the date and telephone number you called from I can look in to this. You reference 'With office closed pre-recordings playing well into opening hours' - is this with regards to our phones closing between 12:30-1:30pm? The Surgery is still open at this time for visitors. If this is not what you are referring to then please clarify. I would also like to investigate the more serious comments you have made about the prescriptions and 'incorrect' information being given out by non-clinical staff. All of this information can be sent to me c/o our administrative email address villagesurgery.poole@nhs.net Kind Regards, Emma Charles Deputy Practice Manager
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Review titled Dreadful
Rated 2 stars out of 5
by Anonymous - Posted on 08 June 2022
To get past receptionist who knows nothing about circumstances, is impossible, offered phone appointment which was most inappropriate, then was told It would be for 2 minutes only. This practice has gone down hill vastly
Visited May 2022
Review titled Village Surgery
Replied on 09 June 2022
Dear Patient, Thank-you for your feedback and I apologise for your poor experience with us. GP's receptionists in all Surgeries are required to ascertain initial facts surrounding a patient's concern in order to best prioritise and signpost their treatment. They are trained in this regard and are overseen by clinicians (GP's and Nurses). The 'triage' phone call you were offered is an on the day service for acute concerns so that the GP themselves can book you in to a same day appointment if necessary. This prevents any non-urgent/routine matters taking priority over patients needing to be seen that day. The '2 minutes' you refer to is not the length of the phone call from the GP. Our triage call list is broken down into 2 minute slots to book patients in to and it could be that the receptionist may have confused you leading you to believe that the call would only last 2 minutes. I will feed this back to the Reception team and if you would like to contact me via the Surgery with your name then I will be able to listen back to the phone call to clarify exactly what you were told and by whom. Please email me c/o villagesurgery.poole@nhs.net Kind Regards, Emma Charles, Deputy Practice Manager, Village Surgery