Atherley House Surgery - Ratings and reviews
Reviews
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Review titled Poor communication
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2023
They aren't very smart at communicating online. Following an econsolt they sent me a request for more information over SMS from a short code number that I can't reply too. So how am I supposed to provide the info they are asking for?
Visited August 2023
Review titled Atherley House Surgery
Replied on 30 August 2023
Dear Patient, Thank you for taking the time to provide your feedback, I am sorry that the text message you received did not have the response link as it should have. If you haven't done so already please contact reception either via telephone (02380 221964) or email (hiowicb-hsi.atherleyhousesurgery@nhs.net) and we will be able to send you a link to respond. Whilst we always try to make sure patients have an excellent experience with the practice we do understand that sometimes the service doesn't always meet expectations. In these circumstances please do contact the practice directly so we can resolve any problems as soon as possible. Kind regards Shaun Austin, Practice Manager
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Review titled Great Gp surgery
Rated 5 stars out of 5
by Anonymous - Posted on 13 July 2023
I've had a few appointments over the last 6 months, all timely, same day or the next. Kind Gp's, gave good advice and providing the right treatment and investigations.
Visited July 2023
Review titled Atherley House Surgery
Replied on 18 July 2023
Dear Patient, Thank you very much for your kind words, I am glad to hear that you have found accessing GP appointments easy and have had your enquiries dealt with efficiently. I will gladly share your feedback with the team. Kind regards, Shaun Austin, Practice Manager
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Review titled Highly professional practice
Rated 5 stars out of 5
by Anonymous - Posted on 16 June 2023
I have had suffered from a few health issues recently. The receptionist has booked my appointment in a timely manner and my GP has listened to me, has asked additional questions and has examined the area of concern, and later has referred me to the relevant specialist. I highly recommend the professional service provided by the staff at the Atherley House Surgery.
Visited May 2023
Review titled Atherley House Surgery
Replied on 20 June 2023
Dear Patient, Thank you for taking the time to leave your feedback, I am pleased to hear of your positive experiences when contacting the practice. We have been working hard to reduce waiting times for patients both on the telephone and for appointments, I am glad to hear your requests were dealt with in a timely manner. I will gladly share your comments with the team, they will be delighted to hear this. Shaun Austin Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 June 2023
Very caring and helpful. The surgery is very convenient and close to where I live so I am very happy with all the staff.
Visited May 2023
Review titled Atherley House Surgery
Replied on 26 June 2023
Dear Patient, Thank you for your kind feedback, I am pleased that you find the surgery easy to access and have found the team to be caring and helpful. I will ensure your gratitude is passed on to them. Kind regards, Shaun Austin Practice Manager
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Review titled Poor Communication
Rated 2 stars out of 5
by Anonymous - Posted on 13 March 2023
Asked by GP text to make a telephone appointment to discuss my cardiac drugs with her. Have tried to make an appointment several times but receptionist unable to book in advanced as books are closed for 3 days in a row. I’m working.. so need to plan for my days off. I’m new to this surgery and understand the pressures GP surgeries are under but it’s quite rude attitudes from the reception staff . Makes me feel an inconvenience and reluctance to even phone again. I do use the NHS app but can’t book an on line telephone appointment.
Visited March 2023
Review titled Atherley House Surgery
Replied on 14 March 2023
Dear Patient, Thank you for taking the time to share your feedback, I am sorry that on this occasion your experience with the surgery has been unsatisfactory. Over the last week we have had sickness among the GP team which has unfortunately had a significant impact on the number of routine appointments that we have been able to offer, I am sorry if this was not explained clearly at the time you made contact with the surgery. If you find it difficult to contact the surgery to make an appointment due to work commitments I would recommend completing an eConsult in the first instance, this is a short online medical questionnaire that will be reviewed by the GP by the end of the next working day. They will either contact you direct, or will ask Reception to contact you to arrange an appointment depending upon the nature of your enquiry. You can find the link to eConsult on the home page of our surgery website. At this time we only offer a small number of telephone consultations with the GP to book online and they do get booked quickly; the reason that we do not offer more online is that our Receptionists are trained to care navigate, this means that when a patient contacts the practice for an appointment they will ask for a brief reason in order to ensure that the patient is booked with the most appropriate clinician. This enables us to not only make sure that patients get a better outcome by seeing the right clinician first time but reduces waiting times to see a GP. If you would like to discuss the concerns you have raised with me I would be more than happy to arrange a mutually convenient time. Please email your contact details to hiowicb-hsi.atherleyhousesurgery@nhs.net and marked for the attention of the Practice Manager. Kind regards, Shaun Austin, Practice Manager
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Review titled Caring practice
Rated 5 stars out of 5
by Daniel. C - Posted on 24 March 2023
I have been going to this practice for 15 years. I am so lucky to be with such a great group of doctors! When I go in I always feel like they are concerned and want to help. They always listen and are very considerate. I have multiple long term health problems and am sure I am a burden at times but they never make me feel that way. The receptionists are always happy and helpful. Many a time have they sorted problems for me. Amazing surgery
Visited February 2023
Review titled Atherley House Surgery
Replied on 27 March 2023
Dear Daniel, Thank you for taking the time to leave feedback on your experiences with the surgery. I am pleased to hear that you have found both the clinical and non-clinical teams for be helpful and considerate, they will always do their best to help. I will gladly share your feedback with the team! Kind regards, Shaun Austin, Practice Manager
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Review titled Very good Practice!!
Rated 5 stars out of 5
by Anonymous - Posted on 20 March 2023
Atherley House Surgery is a very good Doctor Surgery they for many years are looking after our family and recently when I had some cancer scares I was referred promptly to the Hospital. Some Doctors are very understanding and kind. And the reception service has improved. Myself and my family are very please with the Surgery. Thank You.
Visited February 2023
Review titled Atherley House Surgery
Replied on 21 March 2023
Dear Patient, Thank you for taking the time to leave feedback. I am pleased to hear that you have found the Doctors understanding and kind and have noticed improvements in your experiences when contacting the Reception team. Kind regards, Shaun Austin, Practice Manager
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Review titled Consistently Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2023
I was fortunate enough to secure a telephone appointment with a doctor which was quickly followed by a face-to-face appointment, prescription and further referral. When I was advised to go back to my GP following further developments which could have required escalation I was unable to get another appointment. It’s far from the first time but I guess I should at least be grateful to have got through to a receptionist, that’s a rarity in itself.
Visited October 2022
Review titled Atherley House Surgery
Replied on 21 March 2023
Dear Patient, Thank you for taking the time to leave feedback, I am sorry to hear that you have found your recent experience with the surgery unsatisfactory. We are constantly reviewing our appointment system to ensure that we are adapting with the ever changing environment in Primary Care and since your visit in October 2022 we have had a new telephone system installed which allows us to monitor queues times and make adaptations to our workforce to ensure calls are answered in a timely manner. If you would like to discuss your concerns further please email hiowicb-hsi.atherleyhousesurgery@nhs.net and mark it for the attention of the Practice Manager. Kind regards, Shaun Austin, Practice Manager
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Review titled Superb family surgery
Rated 5 stars out of 5
by Anonymous - Posted on 18 October 2022
Great patient handling, well organised and excellent patient care. Highly recommend this small practice.
Visited October 2022
Review titled Atherley House Surgery
Replied on 19 October 2022
Dear Patient, Thank you for taking the time to leave feedback, I am glad to hear that you have found the surgery to be well organised and that you have received excellent care. I will share your feedback with the practice team. Shaun Austin, Practice Manager
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Review titled Poor experience at reception
Rated 2 stars out of 5
by Anonymous - Posted on 18 October 2022
The people who answer the telephone are unfriendly and often rude and abrupt. I understand people can have a bad day, but they work in a health care environment and for some of us (autistic/neurodivergent people) it takes a lot to ring up for an appointment or ask a question relating to healthcare access. I think they need some training on being kind.
Visited October 2022
Review titled Atherley House Surgery
Replied on 19 October 2022
Dear Patient, Thank you for your feedback, I am sorry to hear that you have found your recent experience to be unsatisfactory. I would like to understand more about your experience with our Reception team in order to identify where we can make improvements. We carry out regular training with our practice team at TARGET afternoons, the next one is scheduled for December 2022. If you would like to provide further detail please send an email to hiowicb-hsi.atherleyhousesurgery@nhs.net and mark it for my attention. Shaun Austin, Practice Manager