Abbeywell Surgery - Ratings and reviews
Reviews
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Review titled Surpassed themselves.
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
A few weeks ago I saw a doctor for painful legs. It was suggested that physiotherapy would be beneficial, and an appointment was made for last Saturday morning, at the Nightingale surgery. At 8am I was phoned by a male who asked me if I was attending the surgery that morning, then did I know what for, and did I expect to be treated. When I answered in the affirmative to all questions I was told that they didn't do physio there, so don't come. How can a doctor of that surgery book me in for a procedure that doesn't exist at that surgery? I was then told that someone would phone and 'sort me out'. I'm not holding my breath.
Visited June 2023
Review titled Abbeywell Surgery
Replied on 01 March 2024
Dear Patient Thank you for your feedback I am so sorry for your recent experience Unfortunately I do not have your details to be able to contact you directly. If you would like to discuss this matter further please do not hesitate to contact the surgery with your details Thank you Leanne Barter Practice Manager
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Review titled Compassionate and caring
Rated 5 stars out of 5
by Anonymous - Posted on 10 July 2023
I have been a patient at Abbeywell for a number of years and have always found doctors, nurses and receptionists very helpful. They always go the extra mile, even when they had to work extra hours under difficult conditions trying their best to give help to those who needed it. I feel they do an excellent job, thank you Abbeywell.
Visited May 2023
Review titled Abbeywell Surgery
Replied on 14 August 2023
Dear Patient, Thank you for your kind words. This has been shared with the team who were thrilled! Kind regards Abbeywell surgery
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Review titled Unable to contact
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2023
Is there any way of re-instating the booking of blood tests through the Patient Access system, as I have been trying to get through on the phone system for a couple of weeks to book an INR, but either the queue and answer phone is full and I'm disconnected or as the appointments are all taken the answer messege is to try tomorrow. As I am in employment, I don't have time to keep calling back in the hope of getting onto the queue.
Visited May 2023
Review titled Abbeywell Surgery
Replied on 06 July 2023
Dear Patient, Thank you for your comments. We have reviewed our appointment system and will be reinstated online booking for some services to ease the pressure on our phone lines. I am sorry to hear you faced difficulties with our phone lines. We are in talks with our telephone provider about this and we hope to be able to rectify this issue very soon. Kind regards Abbeywell Surgery
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Review titled Disappointing service
Rated 1 star out of 5
by Anonymous - Posted on 11 August 2023
On 15th May 2023 a private physiotherapist wrote to the Surgery saying that I needed to be referred to the orthopaedic pathway for treatment for my hip pain. After a long delay I received I received a letter dated 19th June from the hip orthopaedic choice triage. I was told I needed a hip X-ray before they could see me. This was finally arrange at Southampton General hospital for July 28th. The results of the X-ray have still not been forwarded to the orthopaedic clinic. I have waited nearly 3 months , in considerable pain, to be seen and get some treatment for my hip pain. It cannot take this long for a simple administrative task! Luckily I have not needed to see a GP because even if you go down in person no appointment with any GP is available. What is happening to the service!
Visited May 2023
Review titled Abbeywell Surgery
Replied on 12 March 2024
Dear Patient Thank you for taking the time to leave your feedback. I am so sorry for your recent experience, Unfortunately as this review has been left as anonymous I am unable to assist your any further, If you would like to discuss this with me please feel to contact the surgery. Kind regards Leanne Barter Practice Manager
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Review titled Phone system appalling
Rated 1 star out of 5
by Peter - Posted on 31 May 2023
Appalling phone system as unable to even join a phone queue to book a more urgent appointment from 8:30am....and now the same is true for routine nurse appointments from 2pm. Only option is to go to the practice in person, which is highly inconvenient, or impossible for those at work all day or for some of those more vulnerable in our community. This also increases spread of illness, which in turn will increase the demand placed on the practice further. I understand where they don't have the capacity to deal with inbound calls which results in long queues, as they don't have an unlimited budget....but someone has made the decision to run the phone system this way, resulting in a phone lottery, and the prospect of not being able to get through at all...which makes it preventable, and therefore unforgivable, given it's health and in some instances life or death. Please rectify this, or employ someone that can....thank you.
Visited May 2023
Review titled Abbeywell Surgery
Replied on 14 August 2023
Dear Patient, Thank you for your comments. We are sorry you have found it difficult to get through to the surgery. We cannot control the number of patients calling in to the surgery at a given time however we appreciate we must take actions to ensure all our patients can get through to us when the need arises. We are in the process of reviewing our telephone service and we hope to bring in a much more user friendly service very soon. Kind regards Abbeywell surgery
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Review titled Fantastic service
Rated 5 stars out of 5
by P Bullen - Posted on 10 May 2023
I wanted to say what a fabulous service I have received from the Nightingale surgery. I phoned last week, had an appointment yesterday with one of your doctors who was very efficient. Today I had my bloods taken so well by one of your nurses, they were so professional and they were also lovely with my daughter who came along with me. Thank you very much. Kind regards, Mr Bullen
Visited May 2023
Review titled Abbeywell Surgery
Replied on 14 August 2023
Dear Patient, Thank you for your kind words. Your review has been shared with the wider team who were thrilled to read this. Kind regards Abbeywell surgery
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Review titled Terrible practise
Rated 1 star out of 5
by Irene Eve - Posted on 05 April 2023
Very badly run by whoever runs it in my experience it’s the worst drs surgery I’ve ever had ever.should be reviewed by the NHS. And feel sorry for the patients that stay with them,and put up with the very bad patient care
Visited April 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Ms Eve, Thank you for your feedback and I am sorry you feel we are very badly run. Having looked through the records, I can see that your recent contact with the surgery was a request to book an appointment via using our prescription order form. You were asked to contact the surgery via the correct channels to book an appointment. We must be fair to all our patients and cannot make exemptions (unless clinically required) to patients requesting appointments. It is for this reason that we asked you to follow the correct process in securing an appointment. I am sorry you were not happy with this. If there is any other incident you wish to discuss with us directly, please contact the surgery. Kind regards Abbeywell surgery
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Review titled No Appointments
Rated 1 star out of 5
by Karen King - Posted on 04 April 2023
Tried contacting this practice by phone several times, left message with no response. I decided the only way to get an appointment was to go to the surgery. Went into the Nightingale surgery only to be told all appointments had gone and the only way to get an appointment was to go in there everyday until successful. Absolutely disgusting level of care. Impossible especially for the Elderly and vulnerable. Something needs to change
Visited April 2023
Review titled Abbeywell Surgery
Replied on 20 June 2023
Dear Ms King, I am sorry to hear that you have experienced difficulty booking an appointment at Abbeywell. We have several appointments that become available daily however we simply cannot control how quickly these are booked by our patients. When all appointments are exhausted, we ask patients to call back another day when more appointments are released. We do not have a voicemail system where in patients can leave a message requesting appointments. We constantly review our appointment system and conduct surveys with patients to find a system that works for majority of our patients. We hope your next contact with Abbeywell will be a positive one and should you wish to discuss the matter further, please contact the management team via the practice website. Kind regards Abbeywell Surgery
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Review titled Disgusting practice
Rated 1 star out of 5
by Lauren Healey - Posted on 07 March 2023
I am horrified with this surgery. I have changed my name as i got married, I contacted them with the right info and everything was fine for months. Just today they contacted me, took all my info off the system, cancelled my future appointments, took away my ability to order my medication, took away my ability to see my medical results. I was meant to have an appointment tomorrow which they have cancelled!!!! Shocking and disgusting behaviour. I have a chronic illness and anxiety and they have completely wrecked me for doing this.
Visited March 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Ms Healey, Thank you for your feedback. Having looked at your records, it seems to be a glitch with the online services provider than the surgery as we have not taken any information from the system, nor have we cancelled any appointments, or taken away your ability to see your records or order medication. I would suggest you raise this with the online services provided as this is not managed by the surgery. I am sorry if this caused you any anxiety however I cannot see any issues with your registration with us. Kind regards Abbeywell Surgery
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Review titled No longer a good practice
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2023
The last few years this practice has gone down hill. I need a monthly time sensitive injection over 6 months to try and prevent surgery. It should be same day each month. I can't book it at my appointment. You have to wait a week to call as they only book 3 weeks in advance. You need to try repeatedly to get through on the phone (difficult when working) then can't get the day I need. On top of that my appointment has been cancelled twice last minute due to sickness. I appreciate you can't help being sick but it is not acceptable to then be 2 weeks late receiving your treatment which then makes the course of treatment barely valid. Absolute farse. Feel so frustrated and let down.
Visited March 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Patient, Thank you for your feedback and I am sorry you have experienced difficulties securing an appointment. As I do not have your details, I am unable to look in to this further and I urge you to contact us directly to allow us to investigate this matter and find a solution. Kind regards Abbeywell Surgery