Amersham Health Centre - Ratings and reviews
Reviews
-
Review titled Terrible reception team
Rated 1 star out of 5
by Anonymous - Posted on 21 November 2023
When phoning the surgery the monotone message is trying to direct you away from speaking to anyone. It is completely uninspiring and very long. This initial contact makes you feel that they don't want to talk to you - the surgery may as well not have a telephone line. When you get through to a member of the reception team they can be abrupt and seemingly unhelpful, certainly not caring. What they are not is - polite, cheery, and positively engaged in wanting to help in anyway possible. People have complained for years about trying to book an appointment at this surgery and the system has changed from the old 'you can only call at 8.30', to now you can only do it online through the Ask first App. It makes no sense at all that there can not be a balance and a variety of ways to make an appointment. By phone or online, whichever is better for the patients surely? At whatever time they can call as it is not always convenient at 8.30. As a practice are you there to enable people to get help when needed and to make the experience as easy and pleasant as possible. Or are these systems there to make the reception teams jobs easier? I called up today to get test results and was told I needed to complete yet another online form and then wait a month for it to be processed. The responses to my questions were replied to so abruptly and negatively I felt like I was wasting the persons time. I did try to find the form online as instructed but couldn't so had to call back again for help. On the second call I was directed to the form more clearly. Whilst on the phone I asked to make a Dr's appointment. 'No we don't book appointments over the phone', was the answer. No apology was given, in fact the staff member was so rude she was going to transfer me to someone else who could explain why, because she clearly could not be bothered. What if people prefer to phone up and talk to someone to make appointments instead of doing things online? what if you can't get online? Why can no common sense be used and an appointment be made if someone is currently on the phone? I have been a patient at this practice for 30 years and during the last 10 years it has gone from bad to worse. Obviously over the years there have been extremely helpful doctors and their care has always been appreciated. This review is really to say that the systems now in place to access anything have made it impersonal, uncaring, difficult and almost impossible. It is sad to have to leave such a poor review.
Visited November 2023
Amersham Health Centre has not yet replied.
-
Review titled Awful service from Reception team
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2023
On the whole the GPs are knowledgable, friendly and helpful - if only the same could be said for the Reception staff. They are rude and unhelpful the majority of the time - escalating it to a manager doesn’t help as they don’t call you back. Shocking service from Reception.
Visited October 2023
Review titled Amersham Health Centre
Replied on 16 October 2023
Dear Patient, Thank you for taking the time to provide feedback on your experience with our practice. We truly value patient feedback, as it helps us continually improve our services. We are please to hear that you have found our GP's to be knowledgeable, friendly and helpful. However, we are deeply concerned to learn about your less than satisfactory interactions with our reception team. We understand the importance of a positive experience at every touchpoint, including when you interact with the reception team. We sincerely apologise for the rudeness and unhelpful behavior you have experienced. This is not the level of service we aim to provide. We take this feedback seriously , and we will be conducting an internal review to address the issues you have raised. Our goal is to ensure that every patient receives the care and support they deserve from the moment that contact the surgery. We would like to request that you contact the Practice Manager directly to provide us with more details about your experience and to discuss specific incidents. This will us to better understand your concerns and take appropriate action. Again, we aplogise for the disappointing service you have received and thank you for bringing this to our attention. We are dedicated to making the necessary changes to ensure that your next interaction with our practice is a positive one. Practice Manager Amersham Health Centre
-
Review titled Telephone appointments are hopeless.
Rated 2 stars out of 5
by Anonymous - Posted on 15 February 2024
Patients are expected to telephone early in the morning, then to be kept on hold for a preposterous length of time only to be eventually told that all the appointment slots for the day have been filled and that you should try again tomorrow. This isn't healthcare so much as a cross between a phone-in competition and trying to get tickets for Glastonbury. The services provided are (mostly) good if you're lucky enough to be able to access them, but...
Visited November 2022
Amersham Health Centre has not yet replied.
-
Review titled Disappointing Service
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2022
This practice has an equal balance of outstanding and useless GPs but it is near impossible to get an appointment with any of them. There is a lack of care demonstrated simply by their continuing to prevent the community from accessing service when they need it by their continuing to operate an outdated booking system they have received complaints about for years. I am sure they are immensely busy but are they really prioritising their care to those who actually need it? Or just those that have the time to ring every morning at 8.30 and wait on the phone for half an hour only to be told there are no appointments and to try again tomorrow? Their appointment system needs radically readdressing.
Visited August 2022
Amersham Health Centre has not yet replied.
-
Review titled Excellent Care
Rated 5 stars out of 5
by Liz P - Posted on 11 May 2022
The service I have received from this practice recently was second to none. I have spoken to 2 (female) GP's at this practice in the last 6 months. Both clearly knowledgable, with person centred care at the heart of what they do. As a fellow health professional I can't thank them enough for their time, care, expertise and reassurance !
Visited May 2022
Amersham Health Centre has not yet replied.