Ashwell Surgery - Ratings and reviews
Reviews
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Review titled New admin system blocks access to doctors
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2024
Yet another new system put in place by this practice. On the face of it a new form that should have helped ensure people who needed it got to see doctors. In practice, the form only allows a certain number of submissions a day- so if you dont fill it in between 8-8:30am you are unlikely to be able to contact them. Reception just refused point blank to help me arrange a follow up appointment for my 4 year old child. I said i would not be able to access the form tomorrow morning- they expected me to find a friend to fill it in for me- i explained i wasnt comfortable disclosing my child's personal health information to a friend and they said i have no option and have to submit the form online in the brief window its open if i want me sick child to see a doctor. This is not a fit for purpose system. The doctors here are good but what good is that if the admin system blocks anyone that needs care seeing them. I worry about the impact this is having on people's health.
Visited April 2024
Ashwell Surgery has not yet replied.
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Review titled Terrible Gp practice
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2023
The Gp receptionists are terrible at this location. The Drs are wonderful, attentive, and caring. But they’re extremely hard to get in touch with due to the receptionists. Whether you ring or attend in person you will be ignored. When I ring I am always in a long queue to speak to someone regardless of the time of day. And if you can speak to one of them before being cut off by the phones they’re patronising. I was told by a Dr if my issue was to continue I would have to attend in person for an examination and to call the morning of to get one. So I did, I was number 3 in the queue and was told there were none left and I could only have a telephone appt. After explaining that the Dr asked me to be seen in person the receptionists didn’t care and said that they’re for more urgent cases, although the Dr specifically said if my issue wasn’t to resolve from the medication I was prescribed I would have to be seen as soon as possible. I have now moved GP practices and although it being in a massive city and having 2 receptionists on the desk they can manage to answer my call within 2 minutes everytime. I just quit my job as a receptionist in a clinic within a hospital and I not once had a valid enough excuse as a receptionist to ignore people waiting to speak to me for 7 minutes. The only piece of advice I can give you is to register with Roysia surgery
Visited August 2023
Review titled Ashwell Surgery
Replied on 20 November 2023
Dear Patient, I am very sorry that you have found cause to complain about our service. In order to investigate your concerns fully, please email me on Katie.Prince1@nhs.net. I look forward to hearing from you. Kind regards Katie Prince Practice Manager
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Review titled A little thanks goes a long way……
Rated 5 stars out of 5
by Sally Birrell - Posted on 18 July 2023
Whilst we are all aware of the challenges within the NHS as it struggles to meet the medical needs of the country I cannot fault the care and professionalism of the Drs and team at Ashwell Surgery. I firmly believe they have adapted throughout the past 3 extremely challenging years to ensure they continue to deliver and strive to meet the needs of all the Patients. To be able to speak with or have a face to face consultation with familiar staff and Doctors is something we should all value and nurture. Thank you.
Visited July 2023
Ashwell Surgery has not yet replied.
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Review titled Great surgery but
Rated 3 stars out of 5
by Anonymous - Posted on 21 June 2023
Over an hour - yes so far 63 minutes to go from number 4 to number 1 in the call queue I realise that you are busy but - saying an operator will be with you shortly every 45 seconds for over an hour is not especially helpful or true...
Visited June 2023
Ashwell Surgery has not yet replied.
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Review titled Very friendly and helpful
Rated 5 stars out of 5
by Anonymous - Posted on 27 March 2023
I’ve had to go to the surgery several times over the past 12 months. The staff are always very friendly and helpful despite being under a lot of pressure.
Visited March 2023
Ashwell Surgery has not yet replied.
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Review titled Phones are never answered
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
I joined the queue as number 7 and 30 minutes later I am only number 4. Surely it doesn't take that long to deal with 3 callers !!!! What has happened to Ashwell Surgery Reception.
Visited March 2023
Ashwell Surgery has not yet replied.
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Review titled Ruing the loss of face-to-face
Rated 2 stars out of 5
by Anonymous - Posted on 24 November 2022
The service used to be excellent. Now telephones are rarely answered. Turning up in person is the only way to get attention. And then it requires a lot of persuasion to secure an appointment in a meaningful timescale. It was only by a fortunate admin accident that I managed to see a GP in person - apparently it should have been by phone. It was amazingly efficient, and we covered more ground and in greater depth than a telephone call could have done. And in less time. Hopefully they will rediscover these benefits too - for the patients’ sake.
Visited November 2022
Ashwell Surgery has not yet replied.
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Review titled Very poor admin
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2022
This surgery has good doctors but the admin is terrible. You sit in the call queue for hours (literally)- yet often being told you are only number 2 in the queue?! I've also had very poor experiences with prescriptions (not being sent to the pharmacy, not being renewed etc). They are incredibly restrictive in when you can call (certain hours) and when you can use even web forms (eg they've now restricted e-consult to "between 7am-9am?!"- this form is just to log a request for a callback with a doctor. Surely this only drives more traffic to the overburdened phones?). Sadly i would recommend registering elsewhere if you can (unfortunately we do not have any other reasonable option so are stuck with it).
Visited September 2022
Ashwell Surgery has not yet replied.
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Review titled Great Experience
Rated 5 stars out of 5
by J Dunne - Posted on 31 August 2022
I was referred by my Letchworth Dentist for a Wisdom Tooth Extraction. My who experience from start to finish left me at ease with the professionalism of the Surgeon who was outstanding with being such a complex procedure. The Surgeon explained exactly what was going to happen and guided me through the whole procedure. I cant thank the team enough for the friendly/respectful experience I had.
Visited August 2022
Ashwell Surgery has not yet replied.
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Review titled Good service
Rated 5 stars out of 5
by Anonymous - Posted on 27 May 2022
I had alot of pains and needed to find a diagnosis’s. I was put through alot of tests at speed, this covered everyhing needed to get the result. Many thanks for all your help.
Visited May 2022
Ashwell Surgery has not yet replied.