Shevington Surgery - Ratings and reviews
Reviews
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Review titled Appalling
Rated 2 stars out of 5
by ROBERT MEADOWS - Posted on 19 April 2024
Trying to get through on the phone to this practice is absolutely appalling- even when you call the practice the reception staff are indifferent and throw up barriers to make the appointment. When there the phones are not active at all!- so something is wrong. The whole procedure to try and get appointments is extremely difficult and frustrating - the same applies to just getting through to anyone's phone or otherwise. As an example just prior to the bank holiday it took just under 3 days to get to speak to reception- at 5:50 I got through to be told I had to ring back as appointments had finished, told to call Monday but this was a bank holiday so nothing happened until I called in Tuesday and this meant I had to see a doctor under emergency conditions- just about got that with the attitude of the reception staff. I was asked in front of other people waiting what the condition is- very embarrassing to say the least- so the problem had to be written down- without going into detail here my problem was/is very concerning and not one to be broadcast to others in the reception area. To summarise the whole experience of simply trying to get through the phone system- to speak to someone or gain a decent basic level of service is appalling to say the least from this practice.
Visited April 2024
Review titled Shevington Surgery
Replied on 19 April 2024
Dear Mr Meadows, Thank you for your feedback. I apologise you have had cause for concern regarding the service received from our practice. I am sorry you had difficult getting through to the practice via telephone. We do continually monitor our telephones and try and answer calls promptly, however waiting times can vary dependent on demand. We are shortly moving a new and improved telephone system which will allow more features for patients including a call back option to save anyone having to wait in line on the phone. We do review our call logs daily and can confirm we have a very low number of abandoned calls. We also review our feedback regularly which will ultimately assist us to review our services and make changes where required. I am sorry you were advised incorrectly regarding the bank holiday opening, this will be fed back to the staff as a learning point at our next team meeting. In regards the questions being asked at reception, our staff are asked to gather as much information as possible from patients to allow us to deal with all queries in a timely manner and prevent delay. We do have signs up and slips for patients to complete when they wish to discuss anything in a more private space. Please ask staff at anytime if you do not wish to discuss anything at the reception desk and we will accommodate this. Thank you again for your feedback and I apologise that the experience you had was not a pleasant one. If you wish to discuss your concerns in more detail please contact the practice via telephone on 01942 483777 or in person. Many thanks Mrs K White Practice Manager Shevington Surgery
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Review titled Consistently Outstanding Support & Service
Rated 5 stars out of 5
by Anonymous - Posted on 13 June 2023
My family and I have been with this practice for 18 years. Despite mixed reactions from people on the Ask My GP service, I have always found it extremely convenient to use and received a prompt response from the surgery, whether my query is urgent or otherwise. Last week we contacted the surgery following my husband's discharge from hospital following an operation. The GP answered all our questions and concerns, also providing guidance which we should have received from the hospital. Everyone I have encountered at the practice is very helpful, approachable and with a positive attitude - which can't be easy when handling members of the public. I even don't mind the gentle and then not so gentle reminders for wellness checks - love that proactive aspect of this practice. So just wanted to say well done and thank you from myself and my family for your continued care and attention!
Visited June 2023
Review titled Shevington Surgery
Replied on 14 June 2023
Thank you so much for your kind words and feedback. We are really pleased to hear you are happy with the services provided to you from our team. Your comments have been shared with our team and will continue to work hard to provide high standards of care to our patients. Thank you again for taking the time to provide feedback, Thank you from all the team at Shevington Surgery
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Review titled Fantastic Service
Rated 5 stars out of 5
by JCH - Posted on 08 August 2022
I submitted a request on AskmyGp at 7.30 am, was contacted with an appointment to see the GP at 8.30 am. I had ab ECG and I was started on treatment and collected my prescription by 9.30 am. I was given a review appointment for the following morning and also referred to the hospital. I cannot praise the practice highly enough. GP’s, nurses and staff are excellent. Many thanks for such a fantastic service.
Visited July 2022
Review titled Shevington Surgery
Replied on 09 August 2022
Dear patient, Thank you for your feedback. We are pleased to hear you are happy with the services received from the surgery. We welcome any comments from our patients to help us continuously learn and improve our standards. Thank you again for taking the time to provide feedback. Many thanks Shevington Surgery
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Review titled Not meeting expectations
Rated 3 stars out of 5
by Mrs Joanne Lee - Posted on 21 June 2022
1. Appointment booking It is quite stressful to ensure the moment it turns 8:00 to start typing as fast as possible into Ask my GP to try to get an appointment before the site logs you out. Find myself waking up very early in the morning and counting down the minutes to 8:00AM. 2. On several occasions I have ticked the box to say that I’d like to come in for a face to face appt to discuss a chronic condition but I’ve just received phone calls. I think it’s very rude to have your request not only to be ignored, but not even acknowledged by the doctor who rings. It’s akin to saying that you don’t think the concerns I have about my health condition are important to you. Likewise, I sometimes ask for a doctor by name and when a different doctor calls, they don’t acknowledge your original request or offer to explain why they were chosen to call you instead. Either patients’ opinions and wishes are being ignored, or the doctors don’t feel they need to explain their decisions, or the doctors don’t get to see the patient’s original data entry on Ask my GP. 3. A general observation on face to face appointments. I genuinely hope you are not missing out on the diagnosis and management of potential mental health issues. You cannot substitute a doctor/patient relationship and it’s associated body language with a phone call. What initially seems like a health complaint may have undercurrents and the propensity to develop into anxiety/depression and I feel you are missing out on opportunities to help patients in this way. I look forward to your acknowledgement and reply.
Visited June 2022
Review titled Shevington Surgery
Replied on 22 June 2022
I am sorry that you feel we are not meeting your expectations. 1. Appointment booking - we understand the difficulties that patients are experiencing at the moment with the appointment Due to the high demand we are reaching capacity very early each morning and have to close down the system to routine requests. We are reviewing our appointment system this Saturday 25th June to look at ways in which we can improve the system for the benefit of our patients. 2. Requests for face to face appointments are not ignored by the clinicians. However they do make a clinical decision as to whether they feel a telephone consultation or a face to face appointment is the most appropriate for the individual patient/presenting complaint. If the clinician feels that a face to face appointment is necessary they would always arrange this with the patient for the same day or a date in the future. Whilst we try to offer appointments with the patient’s preferred GP we cannot always guarantee that this will be possible and if the preferred GP is already at capacity or is not available the request will be passed to one of the other clinicians. 3. All requests are triaged initially and if clinically necessary a face to face is always arranged. Please be assured we continue to provide high standards of care to our patients within the resources available to us and as above are constantly reviewing our appointments system and access for our patients. Thank you for your feedback, we welcome any comments and feedback from our patients to allow us to continuously strive to improve our services. Many thanks Shevington Surgery
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Review titled Oppointments
Rated 1 star out of 5
by John - Posted on 14 June 2022
The only way to get an oppointment is through ask my gp. The website supposedly opens at 08.00 am. When the oppointments are full it closes. It’s now 08.10 am and it’s closed. I’ve been trying for months. It used to be ok here. About time the practice was run for the benefit of the patients not the staff. I’m paying for this.
Visited April 2022
Review titled Shevington Surgery
Replied on 14 June 2022
Thank you for your review. I am sorry that you have been unable to get an appointment via AskmyGP. We are still seeing an unprecedented demand for GP appointments and once we reach capacity for the day we have to close the AskmyGP system to routine requests. However, we still accept requests via the surgery telephone for URGENT problems and all requests for children aged 12 and under. These requests are triaged by the Duty doctor. We do appreciate that it is frustrating when we have to close the service down early in the day but we are currently reviewing our appointments system and are due to meet as a practice on Saturday 25th June to see how we can improve our current system. We have asked for feedback from our PPG regarding patient experience with our current system and have also collected feedback ourselves. The system will be reviewed considering this feedback with a view to improving access for our patients. If I can be of any further assistance please do not hesitate to contact me on 01942 483777 A Cheetham Practice Manager