The Alexandra Practice - Ratings and reviews
Reviews
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Review titled Asking for important advice.
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2023
I phoned them on a Thursday to ask about my flu jab as I'm epileptic and would they be providing me with my jab. The receptionist said that I didn't qualify and that I would have to pay, but yet my epilepsy nurse says that I should, doctor says that I should and when I went onto the NHS website it also says that I should qualify, I can't work due to my epilepsy this is how bad it is, so I called back on the Monday and spoke to a different receptionist who also said the same that I didn't qualify but after I told her my doctor, my specialist and the NHS website says that I qualified booked me in. This is such a poor poor practice.
Visited October 2023
Review titled The Alexandra Practice
Replied on 24 October 2023
I am sorry to read this review however I have screened our calls and quizzed the staff and there is no record or recollection of this call. Our staff usually check and seek advice if they are unsure of patient eligibility for flu - I am wondering if you may have called the other Alexandra surgery by mistake? Please do get in touch with us so I can clarify the details and investigate properly as it is very difficult to do this from an anonymous review. Thanks Mel Jones Practice Manager
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Review titled very difficult to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 22 September 2023
appointments are not very accessible to completely impossible , receptionist unhelpful and since everything has to be done online in a certain timeframe theyre pointless , the surgery has become difficult to use and that comes across as uncaring which is their primary objective , very poor
Visited September 2023
Review titled The Alexandra Practice
Replied on 25 September 2023
I am sorry to hear that you feel our service is inaccessible. The reception team no longer book appointments directly with the GP's, they are not being unhelpful but are just explaining our processes to patients. All requests are triaged via our Ask MY GP service which means patients usually get a response, action (such as a prescription) or further care on the same day. This is effectively the best access we have ever been able to offer due to the efficient nature of a triage first approach. We do request that forms are submitted before a cut off point but this is no different to an appointment system that runs out of appointments by a certain time. If patients are unable to use the form the admin team will gladly do this for them to ensure accessibility. If a problem is best dealt with by a consultation at the pharmacy we will signpost as we are contractually obliged to do so. We care greatly about our patients which is why we have introduced an effective system to help us provide safe levels of access and care for both our patients and staff. If you need any guidance using the system please do contact reception who will advise you further, we can also refer you to a digital support worker who can guide and offer support with things such as internet access if this is something you feel would benefit you. Mel Jones Practice Manager
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Review titled Not Recommended
Rated 1 star out of 5
by Anonymous - Posted on 15 July 2023
Getting an appointment is very difficult and they don't even know how to respond to online queries. The services offered by the admin team are not good. They don't know how to manage and prioritise the request and answer to the queries.
Visited July 2023
Review titled The Alexandra Practice
Replied on 18 July 2023
I am sorry to hear of your concerns. We pride ourselves on our accessibility and our online triage forms have proven extremely effective in managing demand and access. The majority of queries are dealt with on the same day which has proven very popular with our patients. Patients still have the option to telephone us or walk in if they need to, meaning our access is flexible. Our admin team will always help patients with the forms or complete the forms on your behalf but do not have any control over the priority that the doctors allocate to your query, all forms are triaged by the doctors in the first instance. I am unable to comment further on your individual case but would encourage you to access our service again and explain to our team what your difficulties are, we will then do our best to assist you. Mel Jones Practice Manager
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Review titled Totally Useless
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2023
Very had to get appointments even with online message. Receptionist can't print my MRI Report even after producing ID ( Driving licence and bank statement). Receptionist think Driving licence with same address registered with surgery is not enough proof of ID. After filling the form to get access to my MRI Report they advised this will take 30 days . Now this is almost 30 days and had not received any email yet. Lost my first filled form to get online access to my medical records. I will advise everyone to stay away from this surgery.
Visited January 2023
Review titled The Alexandra Practice
Replied on 14 February 2023
I'm sorry to read this negative review of our service. We have set procedures for accessing medical information and we are proud that we protect this information to the best our ability whilst still being accessible via the correct procedures. The 30 day turnaround for Subject Access Requests is often paused as is allowed within the ICO regulations to allow for queries to the patient or over the information consents etc. I cannot comment on individual case but we have no evidence of any lost forms or indicators to show a possible lost form. I would encourage you to access our complaint procedure at https://www.thealexandrapractice.nhs.uk/ if you are unsatisfied as we cannot investigate based on an anonymous review.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 21 January 2023
I recently used their online service to send a message to one of the doctors. I had a response within an hour with great advice and an electronic prescription sent to my pharmacy. I was really grateful for this as having to go for a face to face appointment can be difficult to fit in around work. I have also used this online service to book appointments with the practice nurse without any bother or delay. Such an efficient practice with really helpful and friendly staff.
Visited January 2023
Review titled The Alexandra Practice
Replied on 23 January 2023
Thank you so much for your positive feedback. Its great to hear when things go well, and to know that our service is effective and meeting patients needs. I will feed back your comments to the whole team. Melanie Jones Practice Manager
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Review titled Excellent Practics
Rated 5 stars out of 5
by Sharon B - Posted on 31 January 2023
I left a message on the MyGP system. It was answered really quickly. My medications were reviewed and new script issued, which went straight to my pharmacy. Both Medical and Admin staff here are so friendly and helpful. They treat each patient with compassion, dignity and empathy. You get consulted about what options are available, and the pros and cons of each. You can tell that they care. I love this practice.
Visited January 2023
Review titled The Alexandra Practice
Replied on 31 January 2023
Thank you for this amazing feedback. It really helps us to know when things go right as well as when they don't. I will share your comments with the whole team and I am sure they will all appreciate this positive review. Melanie Jones Practice Manager
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Review titled Excellent Medical Staff of all levels, and great admin team
Rated 5 stars out of 5
by Shazababys - Posted on 03 September 2022
I moved to this practice earlier this year. I am amazed at the services they offer and the professionalism of their staff. They have managed to maintain a personal viewpoint when talking about medical issues. I was fully involved in the discussed about my treatment plan, and could not have been happier. There is nothing better for a patient than to feel that they have been heard. The admin team have always answered my messages quickly and always keep me informed about progress. They have always been polite, either on the phone, or in person. You offer an excellent range of services inhouse. This is so rare these days. I am so glad I found you. Thank you for everything you do.
Visited August 2022
Review titled The Alexandra Practice
Replied on 06 September 2022
Thank you so much for your lovely feedback,it is always great to hear positive messages from service users and it provides a much needed morale boost for the whole team. Melanie Jones Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 27 June 2022
Just wanted to say how good the service was this week. I see that online appointments are getting a lot of criticism but for me it was perfect, really convenient and straight forward, all my interactions with practice staff were lovely and really efficient. Thank you.
Visited June 2022
Review titled The Alexandra Practice
Replied on 27 June 2022
Thank you for your positive feedback. I have shared this with our team as a much needed moral boost during this busy time in General Practice. It is lovely to hear that you are happy with our service and staff Melanie Jones - Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Maureen Banner-Rock - Posted on 02 July 2022
Once again I would like to Express my gratitude on behalf of my husband and myself to everyone at the practice who have been so helpful and caring over the past year. We cannot Express are gratitude sufficiently enough for the dedication shown to our care by the Drs, nurses and reception staff. Maureen Banner-Rock
Visited June 2022
Review titled The Alexandra Practice
Replied on 04 July 2022
Thank you so much for your much welcomed feedback. Our whole team was very happy to receive your positive comments and it gave us a much needed boost Melanie Jones - Practice Manager
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Review titled They don't answer the phone
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2022
I can never get my calls answered by this surgery. As a result I never get to see a doctor. The surgery has lost my test results.
Visited May 2022
Review titled The Alexandra Practice
Replied on 06 June 2022
We are sorry you have experienced issues when accessing our service. As well as the telephone our Practice operates an online system so patients can submit forms directly to a Doctor, we implemented this system to help alleviate long wait times on the phone. You can access this service at: https://www.thealexandrapractice.co.uk/ We regularly review our call systems and have no issues of concern however we do recognise that call wait times can be longer during busy periods, hence why we offer a range of online services for patients who are able to use them in the hope that this frees up the phone lines for the patients less able to utilise online services. We do not lose blood test results are these are reported directly into our system from the laboratory, there is no facility for us to lose them, however we do need to investigate your issue so please provide more details as soon as possible to the Practice. Many thanks