Bucklands End Lane Surgery - Ratings and reviews
Reviews
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Review titled Worst practice
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2023
It’s very hard to make an appointment when called wait is very long and when you connect they disconnect. We have received one appointment and call to change the the they have no record of our appointment. It’s just very difficult to talk to any body in surgery
Visited August 2023
Review titled Bucklands End Lane Surgery
Replied on 30 August 2023
We always welcome patient feedback as it helps us improve our services. However, it is really helpful if you could contact the Practice Manager with your concerns as this would give us the opportunity to look into individual concerns issues and if appropriate to rectify them. I am therefore unable to comment on your statement that we had no record of your appointment if I do not have the necessary details. As you may be aware there is a great demand on our services and therefore the telephones are extremely busy which staff working hard to answer patient queries and book appointments. We have a Practice Website which all our patients can use to make appointments, raise queries and concerns and order prescriptions. The website is buckandsendlanesurgery.co.uk Patients have found this very useful to contact us and the system is working well. I apologise you felt the need to leave this review but again, if you had spoken to a member of staff I am confident any issues would have been rectified.
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Review titled Diabolical phone service
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2023
Only one phone number for the whole surgery no matter who you are contacting at the surgery. Should have a separate line for the practice manager. I was caller number 4 in the queue, waited 15 minutes to become number 3, then another ten minutes being 3rd after which the phone starting ringing as if put through to someone only to then go dead. Why should patients and their carers be subjected to waits of 40 plus minutes only to be ignored / disconnected? Happened twice today. I want my morning back!
Visited May 2023
Review titled Bucklands End Lane Surgery
Replied on 05 May 2023
Firstly, I would like to apologise you have encountered problems accessing this practice. The practice has 3 telephone lines which are answered by the reception staff, not just one. The staff are extremely busy dealing with the heavy demand for GP appointments and queries from our patients. The practice continues to try to improve our service and accessibility and therefore we have launched a new website where our patients can request appointments, medication, leave queries etc. The site can be found at https://www.bucklandsendlanesurgery.co.uk. This is proving an efficient way for patients to access us and helps the phones lines from being in high demand. The practice is also discussing ways in which our telephone system can be improved to help patient access. I am happy to answer any queries from patients and to listen to patient feedback, verbally, in writing or personally, but unfortunately any direct line to me is not available to patients. We have over 6000 patients on our list and, as much as I would like to, it is not possible for me to deal with every patient query directly by phone and manage the practice. Should you wish to discuss this with me personally, I am happy to do so. D Fleet Practice Manager
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Review titled Terrible Practice
Rated 1 star out of 5
by Philip Shakespeare - Posted on 20 March 2023
Tried to make a appointment for my wife last Friday only to be told by the receptionist that you can't make advance appointments you have to phone or come in to the surgery at 0830am on the day this practice is living in the dark ages
Visited March 2023
Bucklands End Lane Surgery has not yet replied.
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Review titled Buckland End Lane Surgery
Rated 1 star out of 5
by Anonymous - Posted on 24 November 2022
Absolutely unprofessional service, nobody answers the phone,even if you wait for hours, this happened to me now 5th time. Once I got through after 40 minutes wait and the lady on phone straight away denied appointment before even asking why I called (my partner had lost her voice due to severe tonsillitis infection) Since we joined (2 years) this surgery me and my partner not able to meet our GP, not even once
Visited November 2022
Review titled Bucklands End Lane Surgery
Replied on 24 November 2022
We do not feel it is fair to leave an 'anonymous' comment stating our service is unprofessional. We can only help resolve queries if patients actually discuss their concerns with us. We can assure you our Reception staff work very hard answering the telephones and dealing with patients in the practice, helping them with their queries. Unfortunately, demand for primary care services has never been greater and inaccurate and unfair negative comments is contributing to workforce stress. We do acknowledge it can be difficult to access the practice via the telephone (as in all practices), therefore the practice has introduced a Website which all patients can access, and can leave queries, requests for appointments, requests for prescriptions etc.
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Review titled Not so great
Rated 4 stars out of 5
by Rukhsana - Posted on 10 January 2023
I been with this surgery good few years now and the doctors nurses are great and so are some of the receptionists but there phone line and there apointmnt system is horendous i agree with all the reviews about the phone lines it was nvr this bad something needs to be done asap.
Visited October 2022
Review titled Bucklands End Lane Surgery
Replied on 17 January 2023
Thank you for your feedback. We understand how difficult it can be to get through to the surgery, but we assure you the practice staff are working hard to provide a good service to our patients. Unfortunately, as you may be aware, primary care is under immense pressure, especially during these winter months, and the demand for GP appointments outstrips capacity. To ensure patients are able to contact the practice, we have introduced a new practice website https://www.bucklandsendlanesurgery.co.uk where patients can order prescriptions, request an appointment etc
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Review titled Bad reception service
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2022
Today I missed the call from GP at 10:00 after that straight away I tried to call the practice back they never answer I tried and tried so many times there was no answer at tried at 13:00 it was said I am caller number one until 14:00 still caller number one no answer I arrived at the practice 14:00 To tell them the story they said now it is too late for the GP to call you back ring as again on Monday !!!!!! But is there is any hope to someone answer my call on Monday Why I should spend the half of my day just to deliver a message to a GP and do you think it is fair to spend another half of my day on Monday too just to have a phone call from GP??????? Please fix and improve your reception telephone calls for people to get a proper service we live in 2022 not eighteenth.
Visited May 2022
Review titled Bucklands End Lane Surgery
Replied on 23 May 2022
I am sorry you appear to have difficulty accessing our practice. Unfortunately when patients leave Anonymous comments, it is impossible for the practice to look into the incident so therefore, it is not helpful. We strive to provide a good primary care service to our patients, however primary care are a under huge amount of pressure. We are trying to improve our access. The practice has now commissioned a new website, The Digital Practice. FootFall is designed to help patients navigate their way to find help in exactly the way they would if they walked into reception. The home page of FootFall is clearly laid out to help patients manage their health more easily and request advice from a health professional. It means patients can get the help they need quicker and more conveniently. For the practice, it reduces the pressure on the phones and helps us manage our time more effectively. Practices can use FootFall to digitally triage their appointments. This approach encourages patients to go online and request advice or an appointment without having to phone the practice. In future if you have any problems/queries, I am more than happy to speak to you in person to rectify any issues