Victor Street Surgery - Ratings and reviews
Reviews
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Review titled Disgraceful duty of care
Rated 1 star out of 5
by Gina Baker - Posted on 01 March 2024
My son type 1 diabetic , he had infection was given antibiotics by local A&E on Sunday 25 / 2/ 24 , was still very unwell by Wednesday 28/2/24 , phoned surgery for appointment to see doctor , told have to sit and wait between 11am and midday Saw doctor who wasn't interested in doing any blood tests and couldn't wait to pack him off through the door . I had to phone diabetes team at RSH on Thursday 29/ 2 / 24 , who may I state were Very helpful and they said they would put in request with surgery to obtain emergency prescription for ketone testing strips to closely monitor ketone levels . This was not done by surgery! He ended up in A& E Friday morning 1/3/24 On discharge from A&E I rang surgery and requested this prescription again and stated it was very urgent!! This was 11 15 am , I was told OK it will be issued but emergency prescription can take 24 hours So obviously urgent doesn't mean a great deal to them !! I explained he needed prescription in next few hours , was told OK we do it then told me they would send it to a pharmacy that he's not even registered with for his repeat prescription, told them to change it back to his original pharmacy they said OK. 4 hours later had to ring again as pharmacy did not have prescription Was told it will be done by 6 pm , I explained he needed this urgently and pharmacy shuts at 5 30 , was then told we are very busy I told them this was requested on the Thursday by diabetic team at RSH and they denied all knowledge of email from diabetic nurse !! Eventually got prescription at 5 o'clock. There is no duty of care from doctor's or reception staff in this surgery and its like wading through treacle to try and get any medical assistance from anyone in there .
Visited March 2024
Review titled Victor Street Surgery
Replied on 12 March 2024
Thank you for your review Ms Davis. We take complaints very seriously and would like the opportunity to investigate this further if you are willing? Please contact the surgery where the Operations Manager can look into this for you.
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Review titled Feel let down and no trust
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2024
This surgery has gone from being one of the best, to sadly one of the worst. Can never speak to a doctor. Have to wait unrealistic times for contact back. I was in a very bad way, phoned for emergency appt, and was told I would get a gp call that morning, I finally got a call from a paramedic after 4pm, who said I needed to speak to the dr and they would call ASAP. The dr sent a message back via the paramedic without even talking to me. The advice was unacceptable. Things /actions repeatedly get missed from hospital letters. Sadly since covid it has been dire. After 25 plus years we are ver sadly looking/in the process of moving surgeries. Very sad it's come to this, but I cant see anything improving and have been very patient. I thankyou for your good service (on the whole) prior to covid.
Visited January 2024
Review titled Victor Street Surgery
Replied on 12 February 2024
We are sorry to hear that you had an unsatisfactory experience with our Surgery, If you would kindly raise your complaint through the Operations Manager at the Practice, they would like the opportunity to investigate this further.
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Review titled Unprofessional and dangerous
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
Terrible and potentially dangerous service. My wife called first thing this morning because our toddler has developed a blotchy rash, and has been ill; advised they will call by 6 30pm. 4 30pm she received a text from the surgery saying they called but could not get through and will try again later. My wife did not get a miss call, or a notification of a miss call as you would normally. My wife went to the surgery to let them know this and to give them alternative phone number (mine). The senior receptionist was rude and unhelpful saying "I don't know what you want me to do, I can't answer your phone". We were told the paramedic would try and call again. We waited for the call but neither of us received one. We were left to call 111 gone 7pm as the rash had spread.
Visited January 2024
Review titled Victor Street Surgery
Replied on 11 January 2024
We are terribly sorry that you feel that you were let down by our service. We would like the opportunity to investigate this further as our calls are recorded. If you could contact the surgery and give your name and contact details we would be more than happy to look into this for you.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 24 October 2023
Getting to see ,or speak to a Dr is nearly impossible, this results in an escalation of symptoms resulting in hospital trips and longer recovery. Triage through receptionists makes this surgery Not fit for practice.
Visited October 2023
Review titled Victor Street Surgery
Replied on 27 October 2023
We are sorry to hear that you have been having issues getting an appointment. If you raise your complaint through the Surgery we will be sure to look into this for you.
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Review titled Very unhelpful
Rated 1 star out of 5
by Paula Coward - Posted on 30 August 2023
I have my 92 year old mother living with me who is housebound, she had a text from Victor st telling her when the flu jabs would be on my mobile. I have not had a text I am a year off 70 . So I phoned the surgery the receptionist said she didn't send the text so she didn't know about them . I pointed out that I didn't get a text last year either and when I phoned up the day before to get in on the last flu jab day I was told they were full up and to find a place to get it done , when I said could you recommend somewhere I was told to look on line. Every time i phone this surgery nobody seem to to know anything . I used to be a receptionist at a Doctors surgery and if I didn't know the answer to a patients question I would go out of my way to find the answer all our receptionist did . I ask to speak to somebody who would know the answer to my question and was told there was nobody there I could speak to .Since I've had my Mother living with me whom I am full time carer for I have phoned the surgery several times without satisfaction. I have been with this surgery since I was 12 . It used to be in Shirley high st that's when they cared about their patients nobody seems to give a jot now very sad
Visited August 2023
Review titled Victor Street Surgery
Replied on 31 August 2023
Thank you for your review We are terribly sorry to hear your complaint, We have been sending our "Save the Date" texts out to patients in batches as there are a lot to send out. Apologies that you have not received yours yet. We would very much like the opportunity to discuss your concerns further if you are willing. Please call the Surgery where one of our Managers will be able to look into this for you.
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Review titled Horrible surgery and horrible receptionists
Rated 1 star out of 5
by Dona Davis - Posted on 28 July 2023
I had provided the results of my tests to the receptionist who scanned it in front of me and now they have gone into ether!I gave list twice after that and now they are asking me to send it again.I called the surgery and the receptionist was very mean to me who did not listen to me and was very rude.
Visited July 2023
Review titled Victor Street Surgery
Replied on 31 August 2023
Hi Ms Davis We are terribly sorry to hear your complaint and would very much like the opportunity to discuss this with you further. Please call the surgery where one of our Managers will look into this for you.
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Review titled Awful experience
Rated 1 star out of 5
by Anonymous - Posted on 01 August 2023
This practice is so disfunctional impossible to get appointments short-staffed. I have to deal with this surgery as it's where my elderly parents are registered and dread anything to do with it unless I have hours to spare .can't get through on the phone . Prescription service is awful such a long wait or missing needs closing down and re shuffling or new management
Visited July 2023
Review titled Victor Street Surgery
Replied on 11 January 2024
Hello, We are sorry to hear that you are not happy with the services offered by our practice, if you would like to raise this further we would be happy to have a call with you to explain the processes we have in place to offer more transparency and clarity. We have had a change in Management recently who are working endlessly to restructure the way things are done. We appreciate your patience at this time
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Review titled Busy Practice
Rated 4 stars out of 5
by Sue - Posted on 01 July 2023
I have used this practice for many years and have always found the Doctors and Nursing staff helpful and informed. There are some processes that could be improved such as timely transfer of consultant /clinic letters to the GP especially if these involve changes of medication. As a patient receiving prompt emails and letters from clinic attendances I know that these are not getting passed on to the GP for some weeks. I have always been able to get an appointment if needed but I have witnessed some members of the public being very angry and aggressive to the reception staff who could do with some admin back up support when this occurs.
Visited June 2023
Review titled Victor Street Surgery
Replied on 11 January 2024
Hi Sue Thank you for your review, we are glad that you are finding the services we are offering helpful. There have been a backlog in clinic letters received from the hospital which we are recruiting an workflow administrator to cover on a full time basis. We are encouraged this will ensure letters are picked up promptly. We have a Reception supervisor who offers support for the staff in Care Navigation and the Practice Manager is the first port of call when or if there is aggression or inappropriate behaviour from Patients.
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Review titled Appalling service
Rated 1 star out of 5
by Gina Baker - Posted on 15 June 2023
Have tried to get doctors appointment for son who is type 1 diabetic , blood sugar levels all over the place , had to disclose all this information to receptionist, was told ring back at 8 o'clock next morning, I explained I start work at 7 30 so this would be very difficult for me to do , was told we'll that's our system can't book an appointment any other time , I stated that my son needs to see doctor or diabetic nurse then was told can't see nurse unless he has a text to book a diabetic review !!, Also I have on numerous occasions had to chase his insulin repeat prescription as it is never done in the timeline of 5 days , there is no duty of care in this practice, to get an appointment is impossible even if you have a serious health problem.
Visited June 2023
Review titled Victor Street Surgery
Replied on 11 January 2024
Thank you for your review. We do apologise that you have found the prescriptions services difficult of late. We have been operating with a lower than usual team due to sickness and staff leaving. We are encouraged that we are now on top of the backlog and you should be receiving your prescriptions in the 3-5 day turnaround.
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Review titled disrespectful and unkind
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
They never call you back for appointment even when you call them on the day for appointment and never understood why you called them. You will wait for appointment and they will give you tell you call back next day and it will keep going through and never end .
Visited May 2023
Review titled Victor Street Surgery
Replied on 31 August 2023
We are terribly sorry if the call back option on our phone system has failed when you have requested a call back. We sadly can not control the volume of calls we receive daily and our appointments are on a first come first served basis, however we do have other ways for you to access a consultation. We have Push Doctor that can be arranged for you by speaking to one of our Care Navigators and an eConsult service that can accessed on our surgery website.