Abbeywell Surgery
The Abbey, Romsey, Hampshire, SO51 8ENContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Absolutely abysmal
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2023
This practice has very very sadly gone down-hill. Trying to get a routine appointment for serious health concerns is much akin to trying to win the jackpot on the lottery. Doing away with econsults for routine matters is an absolute insult and nightmare for the working population. It’s taken me a month to be able to book a routine appointment. The NHS CCG and Care Commission really need to take a look at this surgery.
Visited March 2023
Review titled Abbeywell Surgery
Replied on 02 May 2023
Dear Patient, Thank you for your comment. We are sorry you have faced difficulties booking routine appointment at the surgery. Our phone lines to book routine appointments open at 2pm daily. We however allocate all appointments on a first come, first serve basis. This can mean that not all patients will receive an appointment when attempting to book one, but we ask patients to call back the next day. If you would like me to look in to the matter further, please contact the surgery directly with your name and contact details. Kind regards Abbeywell Surgery
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Review titled Disgusting attitude
Rated 1 star out of 5
by Emma Woolls - Posted on 29 March 2023
Appalled by the attitude and unwillingness to help from receptionists when it comes to trying to make a routine appt for mental health and contraception! Considering I gave birth 12 weeks ago and there's something called postnatal depression and someone not wanting to get pregnant again not long after giving birth! How can you not make a routine appt with a gp surgery! It's baffled me and the things the receptionist said to me was rude!!
Visited March 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Ms Woolls, Thank you for your feedback. I am sorry you felt the receptionist you spoke to was unwilling to help. Our routine appointments line open at 14.00pm and we ask patients to call in after this time, to book a routine, non urgent appointment. This is so that we can prioritise on the day, duty calls in the morning. Due to extreme pressure on primary care, we ask patients to attend the sexual health clinic, where possible, as this if often quicker. Our routine appointments gets booked up very quickly and this isn't something we can control as this is booked on a first come, first serve basis. This is why you were advised to ring back the next day. We always prioritised mental health issues and this is something we would add to the duty list. I will speak to the receptionists involved and provide some in house training and would also discuss this at the next team meeting. Thank you for bringing this ro my attention and I hope your next contact with us is a positive one. Kind regards Abbeywell Surgery
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
I was diagnosed with cancer and after 18 unanswered phone calls I decided to go to the surgery. I then was made aware that my important prescription had been at the pharmacy for two weeks. The surgery told me that they were extremely busy, something that I find difficult to believe
Visited January 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Patient, Thank you for your feedback and I am sorry you had difficulties getting through to the surgery. I am sorry to hear of your recent diagnosis. If this relates to a repeat prescription, we inform patients of our 3 day turnaround time and have no insight of when medications are made available at the local pharmacies. If your experience differs from above, please contact the surgery so that we can look in to this further. Kind regards Abbeywell surgery
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Review titled The Online Surgery
Rated 2 stars out of 5
by Anonymous - Posted on 08 January 2023
Don't bother attempting to book appointments at reception. Use the Patient Access app instead if practice has it switched on. This does get results. However don't expect Patient Access to always be live. It is not live out of office hours so useless if you are working or shift-working & practice turns it off when too busy anyway to control their own workflow. Telephone is a waste of time too. If it gets answered & you are not sat for ages at 12 in queue & not progressing up it, you are lucky. As long as you are technology savvy you can just about get by. I fear for those individuals that are not! The trade off is that you will receive numerous messages on your mobile advising practice is very busy/front desk shut or other due to staff shortage/staff illness/training days etc. This hardly builds confidence in the practice & is a sub-standard service to patients! In summary Abbeywell Surgery is unreliable & will let you down. Check the Care Quality Commission ratings as well before you take the plunge & decide to join.
Visited December 2022
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear patient, Sorry you have been experiencing difficulties accessing the surgery. I am unable to look in to your concerns as you have posted this as an anonymous user. Please contact the surgery directly so we may look in to this further. Kind regards Abbeywell Surgery
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Review titled 6 weeks and still waiting!
Rated 1 star out of 5
by Lisa - Posted on 15 December 2022
I have been trying several weeks to make an appointment or get a doctor to call me back without any luck. Yesterday, i finally manage to get though and an appointment was made. I checked in on the online system and took a seat. 45 minutes later and i still had not been called though. I spoke to the receptionist who was so rude that i burst into tears. There was a elderly gentleman stood next to be who had also been waiting a considerable amount of time and agreed that no-one had called my name. The receptionist then basically said that she would try and get someone to call me but can't guarantee it. I am absolutely appalled by the care i have receive from my GP practice. I am a staff nurse working in an emergency department so know full well this is not an emergency situation but something that i need to speak to my GP about. I have made referrals online, phoned and been down to the surgery. After about 6 weeks of trying, i would like to know what else i can do in order to speak to a GP. I understand that they are under pressure, but 6 weeks of not even being able to get a call back is unacceptable.
Visited December 2022
Review titled Abbeywell Surgery
Replied on 16 December 2022
Dear Patient, Thank you for sharing your views. You emailed the practice with this complaint yesterday which we swiftly replied to. Our records shows that you arrived late for your appointment (you informed our receptionist of this after waiting 45 mins). I checked with the GP who confirmed she went out to the waiting room at 9.50am and called out your name incase the check in screen did not mark you as "arrived". Unless there is an emergency they need to deal with, our GPs make every effort to stick to the appointment times and so it is very important that you attend your appointments on time. If you were late for your appointment, receptionist need to be made aware upon arrival so that they can check whether the GP has already attempted to call a patient through and if so, send a message to the GP. As you did not inform us of your late arrival until 45 mins later, the GP was not able to see you. I am sorry you felt the receptionist was rude. This encounter was witnessed by another member of staff who did not feel the receptionist was rude but factual. Nonetheless, In my reply yesterday I confirmed that another appointment has been made for you with a GP on Monday and I hope the doctor will be able to help you in your health matters. Thank you for taking the time to share your experience. Kind regards Abbeywell Team
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2023
You can not get to see a GP and this is decided by the reception staff. Trying to get basic appointments for your children is impossible. They tell you to call 111/ urgent medical centre but won’t let you see your GP very poorly run surgery……
Visited December 2022
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Patient, I am sorry to hear you had difficulty accessing the surgery. I am unable to looking in to this in great detail as you have posted this as an anonymous user however I can confirm that our receptionists do not decide whether a patient sees the doctor. They are trained to take down important information regarding a patient's health so that our GPs can review this. We also have a team of duty GP to deal with any on the day emergency cases for adults and children. Once our duty list has exhausted safe capacity, we encourage patients to visit urgent treatment centre if the issue cannot wait until the next day. If you wish to discuss this further, I urge you to contact the surgery directly. Kind regards Abbeywell Surgery
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Review titled App times can change without warning
Rated 3 stars out of 5
by Anonymous - Posted on 19 December 2022
The care I receive is good but occasionally they may change the time of the appointment without letting you know. As they are short staffed there is no guarantee you'll get a replacement appointment if this makes you late. So always checkon the day of the appointment to avoid issues with this
Visited December 2022
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Patient, Thank you for your feedback. I am sorry if there was a change in your appointment at short notice. We always inform patients of change in their appointments via telephone and where we cannot get through to the patient, we leave a voicemail/ send a text. As I do not have your details, I am unable to look in to this however, please can contact the surgery directly if you wish for us to investigate this further. Kind regards Abbeywell surgery
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Review titled Practice in decline
Rated 3 stars out of 5
by Brian Phillips - Posted on 07 November 2022
Appointment cancelled-by the surgery ! Contacted the surgery as requested. Given the choice of new appointment in 15 days time the repeat injection (every 3 months) will now be one month overdue. I requested an evening appointment with a doctor - but the evening “hub” does not do injections !!! When asked to speak to the practice manager - she is not available. Surely when the surgery cancels an appointment they should put that patient on a priority list and get them to visit the surgery ASAP. Not just add them to the general appointment list
Visited November 2022
Review titled Abbeywell Surgery
Replied on 08 November 2022
Dear Mr Phillips, Thank you for your comments. I am sorry that you were not happy with your recent contact with the surgery. We unfortunately had to cancel appointments yesterday due to staff sickness and reschedule all appointments to the next available date. We make every effort to reschedule appointment to bring patients in to the surgery at the earliest opportunity however we cannot cancel other appointments to do this. We certainly will take on board your comments about a priority/cancellation list that we can work from should another patient cancel their appointment. Thank you for taking time to share your views and experiences and we hope your next contact with the surgery is a positive one. Kind regards Abbeywell Surgery
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Review titled Excellent service
Rated 4 stars out of 5
by Martin Roberts - Posted on 14 November 2022
I have used the eConsult service twice recently (for different issues) and in both cases I have been contacted back promptly. In both cases I was referred on to hospital without the need to attend the surgery. The eConsult service can be a bit cumbersome but in my experience it has worked well and saved my and the doctor's time.
Visited November 2022
Review titled Abbeywell Surgery
Replied on 15 November 2022
Dear Mr Roberts, Thank you very much for your positive review. We were thrilled to read you are happy with the service we provide. Our team work very hard to meet our patient needs and was overjoyed to read your comments. Kind regards Abbeywell team
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Review titled Gobsmacked and hugely disappointed!
Rated 1 star out of 5
by Anonymous - Posted on 12 November 2022
It took me 45 mins plus to arrange my appointment... I was then 10 minutes late attending the same due to being caught in traffic and was told I couldn't now be seen and I would have to go back to my GP to rearrange an alternative date/time even though there was only one other person in the waiting room! If I ran my business in that way I wouldn't have any customers left and I thought I was dealing with the 'caring' profession?!! Gobsmacked and hugely disappointed!
Visited November 2022
Review titled Abbeywell Surgery
Replied on 14 November 2022
Dear Patient, Thank you for taking time to submit a review following your recent visit to the surgery. I am sorry to hear you were late for your appointment due to being stuck in traffic. Unfortunately as you have not provided your name, I am unable to check what really happened. Please can I suggest that you contact the surgery directly and speak to one of our management team to allow us to investigate this. Kind regards Abbeywell Team