Poplar Grove Practice - Ratings and reviews
Reviews
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Review titled Excellent Customer Service
Rated 4 stars out of 5
by Nick Giles - Posted on 22 April 2024
Trying to be pro-active with my health care I arranged a blood test at Stoke Mandeville hospital last week to ensure that a disease I have had in the past has not re-occurred. There are no symptoms only a blood test will do.I thought it a waste of my GP's time to make an appointment just to make a referral. SM declined to do the test- a referral ( letter or otherwise) is required ( hidden in the small print). So I mailed Poplar Grove thinking an appointment would be required. No- I had a response within a couple of hours.The GP concerned ( I think the rules prevent me naming her) had arranged a referral straight away and explained what would happen when the result came through. Excellent service from the GP at Poplar Grove and I did not waste their time with an unnecessary appointment. Thank you Poplar Grove !
Visited April 2024
Poplar Grove Practice has not yet replied.
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Review titled Such helpful people !
Rated 5 stars out of 5
by Mark F - Posted on 16 April 2024
People are quick to criticise, slow to praise, way too often. This Surgery fight through the issues of sickness and staff shortages on a daily basis, yet manage to still provide a very professional service. Today we had to see a lady Dr, and she was brilliant. Kind, knowledgeable and dedicated to helping her patients. I happen to know they dealt with 800 calls alone today ! And yet still she was smiling, polite and very helpful. Thank you, you’ve put myself and my partners minds at rest.
Visited April 2024
Poplar Grove Practice has not yet replied.
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Review titled Knee problems
Rated 5 stars out of 5
by Louise owens - Posted on 19 March 2024
Thank you to doctor molloy for Quick letter to orthopaedic so I get my Appointment quicker as been Waiting for long time for knee so thank you again
Visited March 2024
Poplar Grove Practice has not yet replied.
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Review titled Really helpful member of staff
Rated 5 stars out of 5
by Anonymous - Posted on 14 March 2024
I wanted to say a huge thank you to the lady I spoke with on the phone yesterday morning - she helped me get a prescription approved and redirected within the same day. I appreciate how busy and stressed you all must be and she even took the time to leave me a voicemail to let me know when it was all done. This is a really good service and she is clearly very diligent in her work.
Visited March 2024
Poplar Grove Practice has not yet replied.
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Review titled How do you get an appointment??
Rated 1 star out of 5
by Patricia Ribbens - Posted on 13 February 2024
I have tried to help my son get an appointment, as he can’t find a way to get a doctors phone call. The reception staff say it has to be arranged on the day and a pre booked call with a gp is not possible. This involves waiting for very long periods in a queue, with people who really need to be seen on same the day. I have never got through by phone, the result is always the same, I’m cut off or a message saying all appointments for today are taken.
Visited February 2024
Poplar Grove Practice has not yet replied.
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Review titled I've had good treatment at this practice
Rated 5 stars out of 5
by Janet Smith - Posted on 23 February 2024
I became ill in October 2023 and after seeking help using the 111 route I eventually ended getting seen in accident and emergency. As symptoms continued I made an appointment with the practice. I've had several visits with various, clinicians and doctors as well as telephone appointments, as they've tried to resolve my problems. I've had several sets of blood tests at the practice by very gentle nursing staff and been referred to hospital clinics. I have to say they have listen to me and been most helpful in getting to the cause of my symptoms. All the members of staff have been pleasant, friendly and caring. I have lived in this area for 6 years and have luckily not needed to use the GP practice very often and have been treated very well by when I have needed them. I'm always impressed by the efficiency of their vaccination clinics . This is a lovely practice.
Visited January 2024
Review titled Poplar Grove Practice
Replied on 06 March 2024
Dear Janet Thank you so much for your kind comments about the service you received from the surgery. Kind regards, Poplar Grove Practice
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Review titled Terrible appointment system.
Rated 2 stars out of 5
by Anonymous - Posted on 29 January 2024
No matter what what time you try to make an appointment there are none available or there is nobody at the surgery to answer the phone. The whole system is a disaster at present. The ask first app is no help, if the app tries to make an appointment the reply today was none available. Tried 111 and it took 30mins to get through to a person. This is the worst it ever has been to get as appointment at Poplar Grove.
Visited January 2024
Review titled Poplar Grove Practice
Replied on 30 January 2024
Dear Anon Thank you for your comments on our appointment system. Unfortunately we have been severely affected by staff sickness over the last 10 days which has impacted our appointment availability, on top of the huge winter pressures the entire NHS is currently facing Appointments on the ask-First app are released every morning from 6am weekdays. Our phone system also has a call back option so you do not need to hold on for long periods of time when calling in during the morning. The system will call you back when you get to position 1 in the queue. We know it is not a perfect system. Primary care is under huge strain at the moment and demand is outstripping capacity. The population of Aylesbury has hugely increased whereby the number of GPs and available appointments has stayed the same. We are doing the best we can with the resources we have, and we value your understanding. Poplar Grove Practice
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Review titled Appointments via phone
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
This practice routinely is impossible to get a hold of via the phone. Their stock answer is they are aware and working on it. 5+ years and no improvements in terms of phone call appointments. Called today at 8am to hear line busy got through at 8:03am to hear we are fully booked. Impossible to get a phone appointment. In the past used the app and that takes some time but gets an appointment. So conclusion is if you are not tech savvy or don't want an app on your phone then in effect you can't get an appointment. When you have an appointment I can't fault the service. The problem is being able to communicate with the surgery. This is not isolated, any day you phone you will get a similar response. No idea when they are open for calls as website says open at 7:20am but lines only answered at 8:00am. It seems all designed to push you to other parts of the NHS or pharmacies or use AI tools to diagnose what is wrong. They are overstretched, so they should release patients - I have tried registering to another practice but they won't accept you if you are registered already in Aylesbury. One suggestion that might help consider releasing some appointment slots at say 10am so any one who struggled to get up due to illness can phone for these held back slots at that time. This might reduce the 8:00am rush. Make sure though that the times to get these appointments are published on the website etc.
Visited January 2024
Review titled Poplar Grove Practice
Replied on 25 January 2024
Dear Anon Thank you for your feedback and comments on our appointment system, which is very much appreciated. Unfortunately we have been severely affected by staff sickness over the last 10 days which has impacted our appointment availability, on top of the huge winter pressures the NHS is currently facing. In August 2023, we implemented a new system where every morning, one of our GPs is based alongside our patient services team (PST), ensuring the correct care is provided and that appointments are made efficiently. A recent Demand V Capacity Analysis showed that for every appointment available, at least 5 patients are seeking it. We recognised that our appointment availability was completely booked up by 8.30am most days, and this was not a good use of our resources. Our doors open at 7.20am for our early appointments and our phone lines open from 8am to 6.30pm in line with our NHS contract requirements. We do encourage patients as possible to use on-line options so we can free up the phone lines for patients who prefer to speak on the phone. Primary care is under huge strain at the moment and demand is outstripping capacity. The population of Aylesbury has hugely increased whereby the number of GPs and available appointments has stayed the same. We are aware that our colleagues locally are also facing similar issues and we will all continue to work as hard as we can with the resources we have. Thank you Poplar Grove Practice
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Review titled Very helpful receptionist
Rated 5 stars out of 5
by Katharine - Posted on 20 October 2023
I rang the surgery on behalf of my mother and the receptionist who dealt with my query was extremely helpful. The clinician I needed to talk to was not available so the receptionist went and spoke to one of the GPs. This resulted in my mother being added to the priority telephone appointment list for that day. I really appreciate the receptionist going above and beyond to make sure my query was followed up on the same day. As this was a Friday, I expected to be told to call back on Monday morning. I’d like to thank this receptionist for providing excellent patient service.
Visited October 2023
Review titled Poplar Grove Practice
Replied on 23 October 2023
Dear Katherine Thank you for your kind comments about our Reception Team member and the service you received from the surgery. Kind regards, Poplar Grove Practice.
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Review titled Can't book an appointment with GP
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
Tried to call to book an appointment several days in the morning, afternoon, evening. No one answered, there is just the robot, advise to call 111 or book an appointment through AskFirst app. There is no option to book an appointment on the app. Also went to hospital to 111, they gave same medicine wich actually worsen my problem.Called again, a doctor saw me online, prescribed some medicine, and said that I should see my GP. Well, I can't do that, as they don't answer the phone. Went at the surgery in person, they say to call for bookings. What am I suppose to do?
Visited October 2023
Review titled Poplar Grove Practice
Replied on 10 October 2023
Dear Anon. We would like the opportunity to investigate your complaint in more detail. Please can you email feedback.poplargrove@nhs.net with your information so we can look into what happened. Thank you. Poplar Grove Practice