The Pines Surgery - Ratings and reviews
Reviews
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Review titled Great service as always
Rated 5 stars out of 5
by Anonymous - Posted on 14 December 2023
As always, another speedy and professional response from this surgery. I called at 8am and only had to wait a few minutes to get through. Receptionist was polite, caring and efficient. I had a nurse appointment booked for the same day and received a warm welcome when I arrived. Was seen promptly and the nurse was wonderful taking time to explain recommended methods of treatment and answering any questions I had. Prescription was available at the next door pharmacy within ten minutes. Thank you to the team for your excellent care.
Visited December 2023
The Pines Surgery has not yet replied.
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Review titled Superb response
Rated 5 stars out of 5
by Graeme Hughes - Posted on 29 June 2023
I called the surgery to arrange a consultation, but on listening to my symptoms an appointment was made for me to see a doctor on the same day. Subsequently the doctor has made a prompt referral to NGH for me. This is the second time in two years that I have received fast and professional treatment. I recommend the surgery and I am grateful for the care that I have received.
Visited June 2023
The Pines Surgery has not yet replied.
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Review titled Excellent Practice
Rated 5 stars out of 5
by Sally Walsh - Posted on 02 December 2022
My husband developed a condition which needed a quick response from our GP surgery. He rang in the morning and within a short time I was able to collect medication from the chemist. The response from all the Practice team was impressive. Thank you so much.
Visited November 2022
The Pines Surgery has not yet replied.
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Review titled Not very good service
Rated 3 stars out of 5
by Ella Hall - Posted on 06 October 2022
I have been signed off to work due to worsening mental health, I have now started receiving help from the Iapt service but last week my sick note was due to run out, I rang each day of the week to just be told to wait for a call from my doctors, which I still haven’t received and instead just been given an extended sick note, when what I was wanting was a review with my doctor which I haven’t received, I get there are busier days at the doctors but when you ring each day for a week straight it gets rather irritating
Visited September 2022
The Pines Surgery has not yet replied.
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Review titled Near Impossible to contact
Rated 1 star out of 5
by Anonymous - Posted on 02 September 2022
I have often been placed in a queue on the phone, it`s usual to wait about 7 or 8 minutes before someone answers. Today I was informed by the electronic message that I was number 1 in the queue but even so 12 minutes went by before I gave up and hung up. It may be better to just go into the surgery and certainly a lot cheaper!
Visited June 2022
Review titled The Pines Surgery
Replied on 03 September 2022
Thank you for your comments. We have had a new telephone system installed with a call back system in place. Please can you contact the surgery to discuss the comments made so we can investigate further.
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Review titled Unable to even obtain a telephone appointment with a GP
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2022
I am a new patient with mobility issues and a long term health condition, with my first interaction the receptionist forgot to place me on the call list. After speaking with my GP I was prescribed 2 new medications in May one of which was an opioid. I am finding they are not as effective as they should be and we had discussed a medication review. I called for an appointment and a face to face appointment with my GP as I wanted information regarding my status as an outpatient at NGH, request an MRI and discuss my medication. I was told that no telephone appointments were available but should be given a future dated appointment for the end of the week. It has now been 7 days since this call, I did receive notification that my repeat prescription had been authorised (the team member I spoke with gave me incorrect details regarding my previous prescription) I am still waiting on any kind of appointment either by telephone or face to face. Extremely disappointed in this service compared to my last surgery. Given the fact I have been prescribed opioids, new patient and have long term health conditions, disabled I have yet to see a GP. I am also disappointed that the surgery took me on as a new patient considering it is fairly evident they are unable to cope with their existing patients. Considering moving back to my previous surgery even though I will have to pay £20 in taxi fares to attend appointments. Very disappointed generally although the GP I spoke with in my first appointment was very compassionate, I feel that the set up of appointments is poor and perhaps rely too much on GP’s who work limited hours. Honestly feel like we were taken on as new patients just to make money rather than being effective care providers. Other surgeries have changed their operating model, maybe they should consider the same.
Visited June 2022
The Pines Surgery has not yet replied.
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Review titled Telephone appointments
Rated 2 stars out of 5
by Anonymous - Posted on 16 May 2022
I rang for a face to face appointment but after having to answer numerous questions regarding my symptoms, which should be for the Doctor to hear, I was told the practice now conduct telephone 'triage' assessments. I wanted to speak with the GP in person as I find it difficult to express my symptoms over the phone with family members possibly being able to hear. The GP did eventually issue a prescription based on my answers to the receptionists questions & I was given a date for yet another telephone appointment with a Physio but my request to see someone went unheeded. How bad do you have to be now to get to actually see a doctor? I understand GPs & the NHS are under extreme pressure & in many cases a telephone appointment is probably enough to prevent unnecessary face to face apointments but when someone feels their problem is bad enough & needs to be addressed with a Doctor in person then I think that request isn't being unreasonable. Covid 19 is now being used as an excuse even though all restrictions in the Uk were lifted months ago.
Visited May 2022
The Pines Surgery has not yet replied.
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Review titled Much improved, still can't see a doc!
Rated 4 stars out of 5
by George - Posted on 02 June 2022
The introduction of the new phone system has transformed the biggest gripe patients had at the surgery, as has staff seemingly having dedicated roles too. Really positive step and overall experience. That said, it is disappointing that although the practice claims to have 6 or 7 gp's, it does appears they only work a couple of hours a week so it looks like full time, they have 2! I know it won't work for all, but why not offer video consultations as an in between? Some great steps forward by the team, just need to get the gp's to do their bit too now.
Visited May 2022
The Pines Surgery has not yet replied.
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Review titled very difficult to contact
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2022
Was running low on medication. Ordered the usual way (email) and the pharmacy did not have the prescription after a few days. Tried calling and calling the Pines but nobody picked up and then it just kept cutting me off. I ended up having to go in. For me it was a minor inconvenience but that wouldn’t be the case for everyone. It’s not difficult to answer calls. For those who have mobility issues or work during the day how are they meant to speak to you about anything? It’s pretty disgraceful.
Visited May 2022
Review titled The Pines Surgery
Replied on 03 May 2022
Thank you for your comments, we are sorry to hear that you have been inconvenienced. We are also very surprised that you have been unable to contact us. The new phone system which has been in place since last September 2021 has been very positively received and we no longer have an engaged tone or have patients unable to contact us. The current system allows our patients to register a call back if we are experiencing a high level of calls, the team will then call you so you do not loose your place in the queue. This in turn allows you to carry on with your day, knowing that we will call you back. Please can we ask that you call the surgery on 01604 845144 to speak to the Reception Manager to discuss the concerns you have raised. We look forward to hearing from you. The Pines Surgery