Avon Valley Practice
43 Fairfield, Upavon, Pewsey, SN9 6DZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Surgery Contacts
Rated 4 stars out of 5
by john warren - Posted on 23 November 2022
Up until a few months ago I could contact the surgery by email. That has now disappeared. The only way to contact now is by phone. The phone more often than not means a very long wait on hold with no indication of where I am in the queue. I understand if the surgery does not have enough staff, but it's very frustrating to the point of putting me off trying to make an appointment at all. Please can you re-instate the email contact and also the online appointment booking system, which was very usefull.
Visited November 2022
Review titled Avon Valley Practice
Replied on 08 December 2022
Dear Mr Warren We changed our website provider as discussed at our Q&A sessions. This means that the links to the contact us pages are different now. I have cut and paste the link for future reference https://www.avonvalleypractice.co.uk/practice-information/feedback-and-reviews/contact-us/ We offer daily walk in clinics at Upavon Surgery, sit-and-wait clinics in Durrington Surgery and same day phone calls. We have a range of routine appointments as well covering the next 4 weeks. If we are unable to answer your call within 6 minutes, please leave a voicemail. We will respond to your request. Kind Regards Anna Morton, Avon Valley Practice
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Review titled Amazing practice
Rated 5 stars out of 5
by Roy Bate - Posted on 27 October 2022
I just want to let all the staff from Avon valley practice, and the Durrington practice, how amazing I think they are, and say a big thank you for all the help and support, that they have given me and continue to give me. I’m very fortunate to be a patient with them.
Visited October 2022
Review titled Avon Valley Practice
Replied on 14 November 2022
Many thanks for your feedback Mr Bate. We will share your experience with everyone at the Practice. Thanks again, Anna, Managing Partner
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Review titled Staff wasting appointments
Rated 3 stars out of 5
by Anonymous - Posted on 14 October 2022
After phoning and trying to arrange a same day call back I was booked into have a telephone appointment during my lunchbreak due to the nature of me work. I was called 30 minutes early and was unable to take the call due to my work schedule. Clinician didn't phone me at the arranged time and so I had no consultation which I believe is very bad service. Tried calling surgery, but had to leave a message in which i was not contacted back. So annoying when surgery always say if appointment is not requires please cancel. I wanted my appointment but Avon Valley just wasted the appointment
Visited October 2022
Review titled Avon Valley Practice
Replied on 14 November 2022
Many thanks for your feedback. We are sorry to learn of your dissatisfaction. Please may I assure you that we respond to requests for same day care as quickly as we can whilst prioritising clinical risk. We ask our colleagues not to give precise times for a call due to the fluctuating demands of medical care. We do however give a rough estimation of morning or afternoon. If there are times that you are not available, our colleagues usually note this within the appointment narrative so that clinicians are aware. In the main, we only call patients once and if you have given permission, we will leave a voicemail. Should you wish to discuss this matter further, please contact us directly as it's difficult to provide a full response when the concern is posted anonymously. Many thanks, Anna Morton, Managing Partner.
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Review titled Thanks for your help
Rated 5 stars out of 5
by Satisfied patient - Posted on 17 October 2022
I phoned Durrington surgery this morning to enquire about my prescription for colostomy bags. It seems like there was an error in the number of units required, which the receptionist was able to confirm. She said she would consult with a doctor to have the prescription amended. I heard this afternoon that Coloplast had received the amended prescription and my order was on its way. I would like to thank the receptionist and doctor who dealt with my problem so quickly. Many thanks for your help. Brian White
Visited October 2022
Review titled Avon Valley Practice
Replied on 14 November 2022
Many thanks for your feedback. We will share with everyone at the Practice. Kind Regards, Anna, Managing Partner
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Review titled New Website
Rated 4 stars out of 5
by Marian Cope - Posted on 31 October 2022
The new web pages has Clinic + Services area, I selected the Carer Form and in the Select Surgery area the choice is Kings Norton Surgery or Ash Tree Surgery. This is useless for me to Reister as a Carer for my husband. We are both patients of the Avon Valley Practice, Upavon Wiltshire. This site is not 'Hard of Hearing' friendly, there is no way now to write online to ask for an appointment, not everyone can use a telephone. Text or email is better for the Hard of Hearing.
Visited October 2022
Review titled Avon Valley Practice
Replied on 14 November 2022
We apologise for this error and have contacted our website supplier to resolve. We have also informed the supplier, Iatro, of your concerns in failing to be 'hard of hearing' friendly as they pride themselves in being accessible. We will look to make improvements and thank you for your feedback
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Review titled Great experience with practice nurse
Rated 5 stars out of 5
by Margaret Maund - Posted on 28 October 2022
Saw the practice nurse this morning and would like to thank her very much for the time and patience she showed to me and her professionalism.
Visited October 2022
Review titled Avon Valley Practice
Replied on 14 November 2022
Thank you for your feedback. We recognise that we don't always get it right but we do try our very best. We will share your gratitude with the nursing team.
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Review titled Answer the phone
Rated 3 stars out of 5
by Chris Keane - Posted on 31 October 2022
I have tried many times today to call the surgery but No One ever answer the Bloody Phone. It's so Frustrating, when I've spoken to Salisbury Hospital this afternoon and because of a mistake , ( not by Me ), that have told Me to speak to My Doctor. The Doctors and Nurses at Durrington and Enford surgeries are Great once You get in there, but getting someone to answer the phone is Exasperating.
Visited October 2022
Review titled Avon Valley Practice
Replied on 17 November 2022
Dear Mr Keane Thank you for your feedback According to our telephone system, you phoned us from your mobile number on 3 occasions at 14:29, 14:33 and 14:53 on 31st October 2022. Within this 30 minute period, we received 23 calls with an average duration of 3 minutes 56 seconds. Consequently, our average ringing time was 2 minutes 50 seconds. Our usual wait time is approximately 2 minutes. When you called at 14:29, you waited 4 minutes and 33 seconds before abandoning the call. You redialed at 14:33 and waited a further 1 minute and 58 seconds before abandoning the call. At 14:53 you tried again and your call was answered after 58 seconds. I am sorry you had to wait for your calls to be answered and I understand your frustration. Next time, please wait on the phone rather than re-dialing as our system handles calls in chronological order. If your call is not answered within 6 minutes, you will be asked to leave a voicemail. We will respond as appropriate rather than requiring you to call us back or contact us using a different method, e.g. website or in person. Many thanks, Anna Morton, Managing Partner
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Review titled Phone Call Wait Time??
Rated 5 stars out of 5
by Anonymous - Posted on 15 October 2022
This surgery is generally good. However I sent an Email Wednesday 12/10/22 requesting a phone consultation ( it does say 2 days to respond to this type of email) with regard to new medicine I am taking asap. Thursday 13/10/22 a response from surgery phone call arranged for 25/10/22. I did email back and say this was not really acceptable- no response back. I am now left with the decision on the new medication either to stop or continue with side effects. 5/10 minute phone conversation takes 8/9 working days response time. It’s not acceptable, I realise that I am not the only patient - but really 8/9 days for a phone call!!!
Visited October 2022
Review titled Avon Valley Practice
Replied on 14 November 2022
We're sorry to hear of your frustrations without being able to review exactly what has happened, it's difficult to give a full response. Therefore, if you are willing to contact us directly with your details, we will investigate and respond directly to you. In the meantime, please can I assure you we have same day and routine telephone calls available. For routine care, you are likely to wait between 2-4 weeks therefore I suggest that our colleagues believed your matter to be of a routine nature and therefore able to wait 8-9 days. For any medical matters requiring attention today, we offer a comprehensive same day service including a walk-in clinic, sit-and-wait, phone and video calls along with two-way text messaging. Many thanks, Anna Morton, Managing Partner
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Review titled Medical Records
Rated 3 stars out of 5
by John Patrick Denis Feast - Posted on 07 September 2022
I have tried to access my records but keep being referred to the NHS app. Why is there a minimum number of letters required.
Visited September 2022
Review titled Avon Valley Practice
Replied on 22 September 2022
Dear Mr Feast, I understand from my team that you've been in touch and resolved any issues with access. If this is not the case, please let us know and we'll endeavour to address promptly. Kind Regards
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Review titled no way of leaving a message with you
Rated 5 stars out of 5
by Alexander Heroys - Posted on 12 September 2022
face to face and telephone calls have failed to get me my blood test results. there is no method for me sending you a message by email or on the web to request these yet again. the new website offers no way of contacting you, as the old one used to.
Visited August 2022
Review titled Avon Valley Practice
Replied on 22 September 2022
Dear Mr Heroys. Thank you for your feedback. Sorry to hear you've not been able to obtain your blood test results. You have full access to your medical records online and therefore I'm not sure what has happened. If you'd like one of our team to talk you through your online record, just let us know. Our new website is a little different - we have contact forms rather than one generic message. Please visit https://www.avonvalleypractice.co.uk/online-forms/. We'll demonstrate use at the our next live Q&A Kind Regards