Wye Valley Surgery - Ratings and reviews
Reviews
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 17 April 2024
I have been trying to book an appointment since November 2023. I only have one day off a week and despite calling every week to try to get an appointment, I'm told (by the extremely unhelpful and rude receptionists) that I should book a pre-bookable appointment online. Guess what, there are never any pre-bookable appointments available. I'm disgusted and extremely frustrated that despite paying my taxes I can't even get an appointment when I need it.
Visited April 2024
Wye Valley Surgery has not yet replied.
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Review titled Great Practice. Very Rude Receptionists.
Rated 3 stars out of 5
by Anonymous - Posted on 05 March 2024
The receptionists at the surgery can be very rude. They will often roll their eyes and make you feel like an inconvenience when just trying to access basic care. Further, they can often be rude about patients. Recently, after the gentleman before me had left the queue, one receptionist turned to another and said 'did you see him? he had like one tooth'. Genuinely, they can be outrageously rude and make me quite uncomfortable accessing the surgery. I don't usually leave reviews or give feedback, but I felt I ought to in this circumstance given how uncomfortable I feel at the care given by the receptionists. Plenty of other patients share this concern and I have spoken to them about it.
Visited March 2024
Wye Valley Surgery has not yet replied.
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Review titled Unreliable Surgery
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2024
I tried to book an appointment for my wife as she had temperature over 38.0 and sever headache, I started calling just after 8 and i got disconnected 4 times after answering the call on the 5th occasion i get told no appointments call back after 2pm. Started calling after 2pm got connected straight but this time staff said they couldn't hear me i called again this went on for few attempts and eventually they spoke and said no appointments this was around 2.15pm. This very unprofessional and pathetic service.
Visited March 2024
Wye Valley Surgery has not yet replied.
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Review titled Rude receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 13 December 2023
Doctors are great. Knowledgeable and professional. Reading the other reviews, the physio and nurses also are very good. However, the receptionist is appalling. Very rude and abrupt. Shows absolutely no sympathy or even empathy and tries to find a reason to not give an appointment (I understand they need to triage, but having established the need for an appointment, the receptionist was still trying to not book my son in for an available slot-risking him not been seen at all that day). I wish she would speak to others how she might want to be spoken to when calling up to seek medical care for a loved one. Extremely disappointing.
Visited December 2023
Wye Valley Surgery has not yet replied.
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Review titled Absolutely Terrible
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
Spent 30 minutes in the phone when I became number one caller had to wait another 15 minutes, never call them they are absolutely rude, disgusting attitude and they were purposely leave you waiting. Disgusting behaviour, absolutely horrid call staff with a horrible malicious attitude. Then they tell me they have no appointments call back tomorrow.
Visited December 2023
Wye Valley Surgery has not yet replied.
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Review titled Rude receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 24 November 2023
I really can't say anything bad about the doctors at the clinic. They always help me and my family. But unfortunately some ladies at the reception are very rude. There is no word - see you, goodbye, they just put on the phone and there is no opportunity to ask anything else. you even feel like you're doing something wrong by calling the clinic to make an appointment.
Visited November 2023
Wye Valley Surgery has not yet replied.
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
I phoned the surgery on behalf of my unwell pregnant sister to book an appointment. The call handler very rudely asked why my sister didn’t ring in the morning and why am I even ringing at this time, to which I replied because she was so unwell hence why I’m ringing on her behalf. When I asked which number the doctor will ring (if it’s mine or hers), the call handler responded very abruptly. I’m appalled at the service and response I received from the women on the phone, especially when it’s regarding someone really sick. I honestly got off the phone upset. I hope this gets fed back to the staff because no one deserves to be spoken to and treated like that.
Visited October 2023
Review titled Wye Valley Surgery
Replied on 24 November 2023
Dear Patient (Sister) Thank you for your feedback. I can only apologise for the negative response you received when phoning for your ill sister. This will certainly be fed back to the Reception Manager to monitor and make improvements for the way forward with staff handling calls. If you would like to discuss this further please don't hesitate to contact me by my direct email which is vicki.avery@nhs.net Patient Services Manager
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Review titled Wonderful service from physiotherapist
Rated 5 stars out of 5
by M Khan - Posted on 11 July 2023
I have been seeing her for the last 2 years. Every time the service is exceptional, very positive. Patiently answers all my questions- .5 star service. Thank you
Visited July 2023
Review titled Wye Valley Surgery
Replied on 12 July 2023
Dear Mr Khan Thank you for your 5* review. I am glad our Physio was able to help you and l will certainly pass your review onto her. Many thanks Patient Services Manager
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Review titled Exceptional physio service
Rated 5 stars out of 5
by Anonymous - Posted on 01 July 2023
Physio was extremely professional and very knowledgeable. Took time to explain my condition as well as recovery time frames. She was able to prescribe too. Overall very positive experience. Great asset to the team. Thank you Wye valley.
Visited June 2023
Review titled Wye Valley Surgery
Replied on 11 July 2023
Dear Patient Thank you for your review. We are very happy that your consultation with our Physio was so positive. I will certainly pass this feedback onto the Physiotherapist Kind regards Patient Services Manager
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Review titled Almost impossible to get through
Rated 2 stars out of 5
by Judith Beardmore - Posted on 12 June 2023
I was contacted by the surgery via text that it was time for a blood test, I have been trying to phone to book this test, I have tried three times this week, the first time after waiting on the phone for 50 minutes and second in the queue I was cut off presumably because it had reached 1pm and was now their lunch time !! I tried again the following day but was 19th in the queue I held on for awhile but after waiting 15 minutes and was still only 18th in the queue I decided to try again later. The next day I tried in the afternoon mistakenly thinking that it may be easier to get through, no it wasn't, the call was finally answered after 40 minutes, after explaining what I wanted the receptionist told me they are no longer doing blood tests at the surgery and I need to call and arrange an appointment at the local hospital. If the surgery can send me a text telling me I need this blood test why at the same time could they not have informed me that they no longer do them in house and to contact the local hospital. I have wasted one hour and 45 minutes trying to get through to the surgery, I appreciate the doctors time is valuable but so is mine.
Visited June 2023
Review titled Wye Valley Surgery
Replied on 11 July 2023
Dear Judith Thank you for your feedback. We can only apologise for the inconvenience for the time you have spent on the phone trying to get through to us. We have taken on board your concerns and have adjusted our text messaging to reflect clearly where these blood tests can now be booked Kind regards Patient Services Manager