Bedford Street Surgery - Ratings and reviews
Reviews
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Review titled First Visit
Rated 5 stars out of 5
by Steve Angel-Jones - Posted on 31 October 2023
Hi All Had my first visit to the practice and have to say from the receptionists through to the doctor I was most impressed. Great polite and helpful service. Thank you all regards Steve Angel-Jones
Visited October 2023
Review titled Bedford Street Surgery
Replied on 01 November 2023
Thank you for taking the time to provide feedback. Our staff are working hard to improve services and your compliments will be passed onto our team in acknowledgment of this.
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Review titled Gp practice 0 hospital 1
Rated 3 stars out of 5
by R Jones - Posted on 23 October 2023
I came into surgery today to ask for a nurse to dress a deepish cut to finger to be told none were available nor at the alternate surgery but go to a&e. I went to a&e and waited for 3 hrs and took up hospital nurses time for something relatively simple. I was told by the nurse doing the dressing to go back to gp to have the applied special material dressing that must be removed after a max 3 days. Returned to gp same afternoon to be told no nurse available until mid next week (7+ days) so yet another visit to a&e for something that should be sorted at lower level. No wonder hospitals are stretched. For reference the additional questionare needs to be updated to include a not applicable box or adding 'were you satisfied when visiting surgery' rather than just telephoning option
Visited October 2023
Review titled Bedford Street Surgery
Replied on 27 November 2023
Thank you for taking the time to leave feedback. We apologise that we were unable to meet your needs at the time of your accident. Our appointments are booking in advance and staff attending to patients outside of this can be unsafe for both the patient and clinician. The A&E department at the hospital have both the facilities and staffing to support these incidents. Due to a decrease in staffing and increase in nursing requests our appointment availability had increased . We are working with the hospital to look at how these are managed to ensure patients are given the appropriate care in a timely manner. As a practice we have also identified the need for additional staff to be trained on wound care and are currently looking for suitable courses to support this. We are sorry that this caused you inconvenience. If you do still require dressing support please contact the practice using the practice email address with your details so we can see how we can help you further. Regards - Tracy - Practice Manager
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Review titled Terrible Service - go elsewhere
Rated 1 star out of 5
by Anonymous - Posted on 20 September 2023
After struggling for months to book an appt with them, I was immediately referred for blood test and instructed to come back to GP ASAP. I phoned reception after checking the online portal several times, and seeing no available appointments for 3 months. Rude receptionist just rattled off script about using the online portal and didn't even check availability for me. Said there was nothing she could do, with a bored and superior tone of voice. Explained that my test results showed an abnormal and concerning result, but she didn't care. It would go so much farther if they had staff who at least pretended to be sympathetic. I was left in tears without having any recourse and not knowing what to do. First my test was delayed because of lack of availability, now I'm not able to discuss with GP...I'm afraid that if something is majorly wrong all this time is wasted because their 'gatekeepers' just can't be bothered.
Visited September 2023
Review titled Bedford Street Surgery
Replied on 21 September 2023
We are sorry to hear of the service you have received and would like the opportunity to look into this for you. Please provided your contact details so i can work with you to resolve this matter. Alternatively if you contact me via the practice email bedfordstreetsurgery@nhs.net with reference to your website review and i will contact you directly.
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Review titled Poor office staff & communication
Rated 2 stars out of 5
by Anonymous - Posted on 17 August 2023
Whenever I forward any paperwork to the office or phone the staff, nothing is done. It goes into a black hold. On the phone, they pretend not to hear. Paperwork - not received even when tracked. This time, I went privately for some tests and the results were forwarded for immediate action.... still nothing 5 days laters.
Visited August 2023
Review titled Bedford Street Surgery
Replied on 29 August 2023
Thank you for taking the time to provide your feedback. We would like the opportunity to investigate this matter for you as time frames for the receipt and processing of documents are dependent on where they are being sent from and the purpose. Please contact the practice through reception or our practice email: bedfordstreetsurgery@nhs.net. Thank you - Tracy - Practice Manager
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Review titled Wonderful HCA
Rated 4 stars out of 5
by Hannah - Posted on 31 January 2023
I visited the surgery for a blood test. It’s worth saying I’m extremely nervous of blood tests after having a poor experience when I was younger. The HCA I saw was extremely friendly, kind and really did put me at ease. She was efficient and made the experience a very positive one. My appointment with her has made me feel much more confident for any future blood tests.
Visited January 2023
Review titled Bedford Street Surgery
Replied on 29 August 2023
Thank you for taking the time to leave your positive feedback. Your review was passed onto the HCA who was delighted by your comments. Thank you for taking your time to leave this review. Regards Tracy - Practice Manager
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Review titled The worst receptionist service
Rated 1 star out of 5
by Anonymous - Posted on 23 December 2022
Impossible to get through usually 12th in the queue, by the time you get to the number 1 after an hour you get cut of or speak to a rude receptionist who terminates the call on you by telling you to call 111 service or go to A&E as they are not an emergency service. I rang today as my uncle who is housebound was bleeding with his bowels which is concerning, but he wasn’t unwell. Tried to call the surgery earlier in the week after waiting in the queue for hours and being answered by a rude receptionist saying we are not an emergency serivice there is no appointments and terminated the call. I called again was advised the same and advised to go to A&E or call 111 as this is not an emergency practice. There was no option to leave a message like we use under for advice from the nurse or paramedic. I called again on the third day again I was advised the same, when I requested to speak to a manager only was I given the option that someone will call me back. She told me she was not a clinical advisor and have been trained to provide this information. I’m really not sure what is going on with this surgery but the attitude of staff and service has gone down the pan since management changed in 2021.
Visited December 2022
Review titled Bedford Street Surgery
Replied on 23 January 2023
Dear patient, Thank you for taking the time to provide feedback. We are sorry to hear of your experience contacting the practice. Our phones receive an unprecedented volume of calls in the morning and recommend using our online services for appointments. Our practice website has the option for you to request a call back and provide any further information. We apologise that the service you received did not meet with your expectations. Our care navigators are trained to guide patients to the best service available. I will discuss your concerns with the team as part of their continuous training and development. If you still require help please contact the practice using our website to prevent waiting on our phone lines or contact the 111 online service. Regards - Practice Manager, Bedford Street & Furzton Medical Centre