Whitewater Health - Ratings and reviews
Reviews
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Review titled Very poor service
by Mareike Judd - Posted on 02 April 2024
Third day of contact to rectify incorrect script unable to speak to GP or pharmacist without medication that is not supposed to be stopped suddenly as side effects start to occur. Receptionist not saying who’s accountable for not reviewing messages to correct script to allow me the correct amount of medication, suffering physically as well as mentally now as it remains unresolved.
Visited April 2024
Review titled Whitewater Health
Replied on 03 April 2024
Hello - as we stated to you yesterday, we are investigating this matter. The situation needs context as the matter is a clinical one and a solution has been found for you - such things can take a little time to solve safely and within protocols. The practice widely advertises to allow enough time for repeat prescription requests and states that we cannot process prescriptions urgently on demand. Whitewater Health
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Review titled Rude , condescending and unhelp receptionist at my GP
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2024
I wanted to ask for medicine for arthritis and pain, at Hook surgery, but the lady at the reception prevented me from seeing a doctor. I had to repeat my name at least 10 times because she claimed it was the wrong line and she didn't understand, while I gave it to her very clearly and I heard her perfectly. After that she impatiently and rudely asked for proof that I really had such pain, and said that I could only make an appointment with a doctor by presenting the hospital letter, while I called my district doctor on the recommendation of the rheumatologist, because my Gp doctor must provide the medicine for my illness.
Visited April 2024
Review titled Whitewater Health
Replied on 16 April 2024
Thank you for your comments. As you have remained anonymous we cannot respond to you directly. Your telephone call to the practice has been located - it was not a clear line and the receptionist apologised for not being able to hear you. You were advised regarding your requests and signposted accordingly. We are sorry if this didn't meet your expectations. If you would like to contact the practice directly for a further explanation please do so and ask to speak to a member of the management team. Whitewater Health
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Review titled Do not have patient Wellbeing high on agenda
Rated 1 star out of 5
by Mareike Judd - Posted on 29 March 2024
Wrong script resulting in running out of medication, when notified this would happen not rectified so was left without essential pain medication that is not supposed to be stopped suddenly.
Visited March 2024
Review titled Whitewater Health
Replied on 02 April 2024
Thank you for your feedback. We are sorry to hear this. We do offer patients to request medication in plenty of time to avoid running out should any complications or errors occur in the dispensing process. Please do contact the practice directly so that we can have the opportunity to investigate and correct any errors that may be identified. Whitewater Health
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Review titled Unrivalled after hours service
Rated 5 stars out of 5
by Val t - Posted on 25 December 2023
Directed to this surgery after 111 contact, GP call back, given after hours appointment. Dr seen gave the most comprehensive, complete and in depth examination I have had. Explained diagnosis in great detail, gave suggestions for on going care to help eliminate future problems. A pleasure not to feel rushed, felt cared for and importantly listened to. This may not sound like much but when you take in that it was late, in a Sunday, that was actually Xmas eve, to be able to access such sterling service, I'm truly greatful. Bearing in mind the timing of my appointment, everyone I had dealings with at the surgery that evening were polite, pleasant and helpful. My sincere thanks for being there when I needed help, keep up the good work, regards val t
Visited December 2023
Review titled Whitewater Health
Replied on 02 April 2024
Thank you very much for your kind comments. These have been forwarded to our team. Whitewater Health.
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Review titled Excellent Doctor
Rated 5 stars out of 5
by Carolyn Kirkham - Posted on 02 August 2023
I was very impressed with the doctor I saw today. They were very helpful and thorough in their explanation as to the course of action. I have not come across this doctor before and would be very happy to be treated by them in the future.
Visited August 2023
Review titled Whitewater Health
Replied on 11 December 2023
Thank you very much for your kind message. We will forward this to our medical team. Whitewater Health.
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Review titled 28 weeks pregnant and no appointments
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2023
This doctors surgery is a joke. Even when you are deemed to be at risk, they wont see you. 'Call 111'. Doctors should have appointments for people at high risk held back. They couldn't hold a party in a pub this surgery! Its mistake after mistake, poor management (management needs to be fired and re-hired) Poor processes, massively overwhelmed yet take on more patients. This surgery is an embarrassment to the NHS.
Visited July 2023
Review titled Whitewater Health
Replied on 11 December 2023
Hello thank you for your feedback. NHS England require all practices to hold back some appointments to 111. We are contracted to register all new patients who request to join the practice list. Our team of highly experienced and dedicated clinical, administrative and management staff do the best they can within the limited resources available to us during a time of increasing patient expectation and demand. Whitewater Health
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Review titled Superb timely response and clear advice
Rated 5 stars out of 5
by S J Mohammed - Posted on 27 June 2023
I contacted the surgery on Monday morning via e consult and was so impressed to have been called back by an experienced GP within the hour and had my issue dealt with promptly and efficiently. I know how busy Mondays are and I think the surgery should be recognised for providing us excellent service at a time of excessive strain on the NHS. Thank you to everyone at Whitewater Health who made this happen.
Visited June 2023
Review titled Whitewater Health
Replied on 28 June 2023
Thank you so much for your kind review which I will share with my team. We at WWH work really hard to offer the best possible service and such feedback is very welcome. Thank you. Whitewater Health Management Team
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Review titled Further response
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2023
Simply saying don’t call at busy times isn’t a response. If you’re sick and need help what are you meant to do? Appointments are all gone if you call later, the online portal isn’t working for me. Saying don’t call is ignoring the fundamental problem. You have staff who have hung up on people after waiting for nearly 2 hours on the phone pushing them back to the start, that’s nothing to do with volumes. If it’s that bad then the surgery needs reporting as it’s unsafe for patients. Saying high expectations is also misleading, expectation is patients can get medical help, how is that high expectation? That’s basic.
Visited March 2023
Review titled Whitewater Health
Replied on 23 March 2023
Thank you for your further reply. If you have a formal complaint we ask that you use our complaints procedure which is available on our practice website. Please be reminded that ALL patients who need to be seen urgently the same day are offered an appointment. If your medical concern does not meet the criteria for this type of appointment then you will be offered an alternative. Our staff never hang up on our patients. If you are struggling with our telephone system you can always book appointments in person at either of our sites or use our online service. Unfortunately our resources indeed do not meet patient expectation or demand and this is something we have raised to our local MP without response to date. Some patients have found that other local practices better meet their expectations and patient choice can be used to register elsewhere. Equally we register patients from the shared patient catchment areas who are struggling with services of their existing practices. Again we are sorry for any frustration caused. Whitewater Health Management Team
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Review titled Appalling service.
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
If and when you actually got to see or speak to a medical professional, they would be great (apart from the one I refused to see again and who, by some strange coincidence, always seemed to be the only doctor with any appointments free over the next three months). That wasn't the issue. The problem was the torturous route one needed to take in order to actually get to that point. I gave up trying to ring to arrange appointments because I didn't have an hour to waste each time, only for the line to drop out when I got to No2 in the queue or to be told I needed to ring at 8am the next day, so I would go in and speak to a real person instead. Again, the receptionists were as helpful as they could be, but the surgery's procedures are not fit for purpose and their hands were tied. Appointments for pretty much anything had to be made at 8am, Monday-Friday, including trying to get an econsult appointment. Not much use for someone who starts work at 7.45am and doesn't have phone access until at least 3pm. Econsult was the best option on that occasion, but they literally had no solution to offer other than to try at 8am. In the end my husband had to come into my office at 8am and do the enconsult for me, so that I was there to answer any questions that he couldn't, while I worked. Having finally completed that repetitive process with the help of my husband, I later received a message with my 'econsult review appointment' ... I couldn't believe that it was a Whole. Week. Later!!! Absolutely ridiculous waiting time, yet there is a comprehensive list of basic private services on their website that you can book quickly and easily and which, it would appear, they clearly can find time for. I recently had an appointment cancelled by text message ... two hours after I had arrived for it, and been told by reception that it had been cancelled. The rearranged appointment was then rearranged again for a second time. A nurse also asked me to see a GP about something else. She made the appointment for me; they then cancelled that and it's never been rebooked. So we waited until I had my prescription following the econsult, and we have now registered with a new GP due to the appalling service from Whitewater Health. The people at the top care about money, not patients; the people on the frontline have to take the flack for that.
Visited March 2023
Review titled Whitewater Health
Replied on 11 April 2023
Thank you for your comments. We are sorry to hear of the frustrations you have experienced. The practice has a clear complaints process which you could have used with information about this available on our website and at the reception desk. We would have preferred the opportunity to sort out your concerns and restore your faith in our service. We have widely communicated that we, as many other GP practices are, will be offering on-the-day appointments only over the Easter and Junior Doctor strikes period to ensure we can sustain adequate levels of appointments. As your e-consultation did not identify that you were an urgent case, you were offered the next available appointments. We are sorry if these conflicted with your work arrangements. We hope that your new GP practice can offer you a service that better meets your expectations. Whitewater Management Team
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Review titled 50 calls and cant get through
Rated 2 stars out of 5
by Anonymous - Posted on 20 March 2023
1 hour 10 minutes, 50 calls later and i entered the wait finally to speak to someone. Another 30 minutes later i get put back the end line (hung up on at position 2) and have to listen to this man again for another 30 minutes, after which i gave up and went into the surgery. This is honestly a shambles. What is the point of calling at 8am if i have to listen to the irritating gentleman's condescending voice for a total of 1 hour 40minutes and be no further forward. Whilst i appreciate you experience a high volume of calls, it is simply not acceptable to leave patients waiting for this long. You need to hire more staff, or find a better way of doing practice. Other practices manage this, so i dont understand why yours cant.
Visited March 2023
Review titled Whitewater Health
Replied on 21 March 2023
Thank you for your comments. Staff recruitment is very difficult for general practice at this time; funding is very limited and patient expectation is high. We have far more patients than we were commissioned for and different practices have vastly different funding streams and patient demographics which heavily impact core services. We ask that you avoid busy times when telephoning the practice or utilise our online services where possible. Thank you, Whitewater Health.