Aughton Surgery - Ratings and reviews
Reviews
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Review titled Misinformation and no action
Rated 1 star out of 5
by JAF - Posted on 17 August 2023
Following the death of my mother I travelled from southern England to deal with her affairs including registering her death. I had a limited time window to do this in. Her care home advised me that her doctor would need to verify the death and then pass to a medical examiner for verification before sending to the registrar, after which I could register the death. For two working days after death I phoned the practice on several occasions and was given different answers on all occasions, all of which it turned out were incorrect. These included being told the doctor only needed to sign (ie no medical examiner), that the medical certificate would need to be collected from the surgery, that action would happen that day and I would receive a phone call to confirm (no call) After initially being told at the start of day 3 that the issue was with the medical examiner, during the day things became clear. Firstly the doctor had not taken any action on the case for 2 working days, secondly the only location of data to give accurate customer feedback on progress was in the doctors emails which others did not have access to. Once the process started with chasing from myself, the care home and funeral directors it was completed in less than 4 hours!. The recorded message on the surgery phone asks callers to treat staff with respect. If the person talking to you on the phone either has inaccurate information on their systems, doesn't know the process or is fobbing you off then this is very difficult to comply with.
Visited July 2023
Review titled Aughton Surgery
Replied on 18 August 2023
Dear Sir, Firstly, I would like to offer my condolences for the loss of your mother, and I hope that you received the sympathy card which was sent from the practice. Secondly, I would like to thank you for submitting feedback. I'm sorry to hear that you experienced a delay in getting the Medical Certificate of Cause of Death (MCCD) issued. As I'm sure you can appreciate, I am unable to comment or explain any further on this platform as it would be too patient specific and I cannot add patient related information to feedback responses on this website. However, based on your comments, I can assure you that the reception team will be refreshed on the relevant protocols and procedures that are in place in relation to death registration. I sincerely apologise that you have had a bad experience with the practice on this occasion, and if you would like to discuss this any further please don't hesitate to contact me directly via the practice email account which is aughtonsurgery@nhs.net, or alternatively, by telephone 01695 317350. Thanks, Jack Chesters Practice Manager Partner
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Review titled Lack of support
by Fleet - Posted on 06 July 2023
The lack of support my partner has received from this practice with regards to their mental health struggles is completely undignified, in my view. Numerous visits and there was only one doctor who actually listened to their needs. Everyone else has focused more on their computer screen, typing than actually sitting back and listening to what is being said. The only question focused on is are you having suicidal thoughts. It is extremely difficult for a person to open up about their battles within their own mind and I feel that most of the doctors in this surgery have contributed to further doubt, anxiety and avoidance to speak out again. Absolutely disgusted in this service.
Visited June 2023
Provided by Care opinion
Review titled Aughton Surgery
Replied on 07 July 2023
Dear Patient, Thank you for your feedback, although I am sorry to hear that you feel as though your partner has not been supported by the practice clinicians after numerous visits. As patient identifiable information cannot be disclosed on reviews, I am not aware of who this feedback relates to and which GPs they have previously seen. I would be grateful if you could provide further details by emailing lscicb-wl.aughton.complaints@nhs.net and I can look in to the above in more detail. Many Thanks, Jack Chesters Practice Manager Partner
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Review titled Great practice normally
Rated 5 stars out of 5
by Anonymous - Posted on 05 May 2023
I visited today and have to say normally very happy and always praise the practise, however attending an appointment today with a gp wasn’t a great experience, very rushed, and typed all the way through appointment, no eye contact and felt as though she couldn’t care less just wanted me out, felt like I was an inconvenience, even though I was 40 minutes late going into the appointment as she was so behind To top it off she left an item off my prescription so had to call back, receptionist very apologetic but professional and polite as always. But as I said normally all ok, won’t be using the doctor in question again.
Visited May 2023
Review titled Aughton Surgery
Replied on 11 May 2023
Dear Patient, Thank you for your feedback. I am pleased to read that you are normally very happy with our practice, and that despite encountering a problem, you still thought our receptionist was professional and polite. However, I am disappointed to hear that you did not have a good experience with one of our GP's. If you would like to provide further details on the above so that I can address your comments with the GP directly, you can contact me via the surgery email address - aughtonsurgery@nhs.net Many Thanks Jack Chesters Practice Manager Partner
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Review titled Excellent care
Rated 5 stars out of 5
by Michael Brown - Posted on 14 January 2023
Great experience with resident Physiotherapist who was very focused, clear about the nature of my problem and presented a clear way forward for me. This helped psychologically. Credit also to the practice doctor who arranged the appointment herself during a telephone consultation.
Visited January 2023
Review titled Aughton Surgery
Replied on 15 January 2023
Dear Mr Brown, Thank you for your positive feedback. I am pleased that you found the care we provided to be of an excellent standard. I will ensure that these comments are passed on to the clinicians involved. Many Thanks Jack Chesters Practice Manager
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Review titled Education Event
Rated 5 stars out of 5
by Cathy B - Posted on 07 September 2022
I was invited to a Menopause Education event at the surgery. It was led by a delightful consultant gynaecologist who was extremely engaging and it was such an informative session with lots of time for questions. I was really impressed that the surgery holds such events and felt very lucky to have the opportunity to attend.
Visited September 2022
Review titled Aughton Surgery
Replied on 08 September 2022
Dear Cathy, Thank you very much for your kind review. We are glad that you enjoyed the education evening, we are hoping to arrange more of these in the future. I will pass on your comments to those involved. Many Thanks Jack Chesters Practice Manager