Bugbrooke Medical Practice - Ratings and reviews
Reviews
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Review titled Gone downhill very fast
Rated 1 star out of 5
by WayneS - Posted on 27 January 2024
Ever since changing their phone service, you now have to listen to a multi phase recorded service and it can take minute to get through to speak to a human and if you don’t call within the two windows when they actually accept calls, then you might as well be dead to them. In those two time windows, if you don’t call within the first 1-2 minutes at most, you will not be in the queue. Example, I rang up at 8.01am (service opens am 8am) and I was already 17th in the queue and it took 47mins to get through by which time they said all available appointments had gone and that I had to call back again in the afternoon window and try again, when I had already been queueing….i tried at 2pm precisely and it just hung up on me (I assume because I was more than 20th) in the queue…i tried several times and at 3.37 i finally got through only to be told to try again in the morning…this kept going for days until eventually i just walked in, again only to be told to try phoning in the morning….yet they wonder why A&Es are slammed…whenever you go there, car park is always full of doctor’s car pak but very few patients in waiting room these days and very few coming in and out; the amount of times they are closed for training, you’d think they were on the same timetable as schools….just not good enough anymore…i’ve had hearing loss in my right ear for over three and a half months now but can’t get any resolution.
Visited January 2024
Bugbrooke Medical Practice has not yet replied.
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Review titled Patient Access - 'Removal' Poorly Handled
Rated 3 stars out of 5
by Anonymous - Posted on 21 October 2023
We've been using Patient Access (EMIS) for many years. It must have been known by the Practice that the system would be axed on migration to a different platform, yet zero advanced warning was given. I'm relatively computer literate and have finally managed to access the new system, which required about an hour of faffing about with passport scans, webcam video and a host of other data. This would be beyond the scope of many patients, whose first awareness would be the failed attempt to order repeat prescriptions or find blood test results. The impending removal of Patient Access should have been notified to all patients long before it was axed. The migration to a different platform was announced just in time but there was never a mention that we'd all lose our online access. Poorly handled, Bugbrooke Medical Practice..
Visited October 2023
Bugbrooke Medical Practice has not yet replied.
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Review titled Engage Consult
Rated 3 stars out of 5
by Anonymous - Posted on 28 July 2023
Have been with the practice a number of years, usually very good service. My one issue is the use of the engage consult system. Why have a system in place to help shift workers and those who cannot call at 8/10am or 2/4pm whereby the response is always to call. Other practices respond with - the duty doctor (or other appropriate clinician) will call you…40 minutes I was on hold today, after submitting an engage consult yesterday - could’ve save me a lot of time had the response been more forward thinking. I understand we must take ownership for our health, but if you’re going to use online services as just a way of telling patients to call - seems like a waste of money.
Visited July 2023
Bugbrooke Medical Practice has not yet replied.
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Review titled Please make the appointment calling time longer
Rated 1 star out of 5
by Anonymous - Posted on 09 May 2023
No matter how many times I call to book an appointment I am always waiting for 30 minutes to about an hour, and most of the time I don’t even get through. It is appalling and most of the time I end up walking in to book an appointment because it just gets so silly.
Visited May 2023
Review titled Bugbrooke Medical Practice
Replied on 10 May 2023
We continue to strive to improve our services and welcome all feedback and continue to review our telephone system and will look into this. We are sorry to hear that you are having difficulties when calling the surgery as we try to ensure all calls are answered as quickly and efficiently as possible.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 11 July 2022
I think the practice is struggling due to sickness , but they are doing a great job . The new telephone system is much better , a wait but once through the service is A+ . Thank you bugbrooke amazing job
Visited June 2022
Review titled Bugbrooke Medical Practice
Replied on 13 July 2022
Dear Patient Thankyou for your kind feedback . I will be passing this onto the team at the surgery .
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Review titled Great practice
Rated 5 stars out of 5
by Mr Alan Kent - Posted on 24 August 2022
Never had an issue about the service. One receptionist could be friendlier and more sympathetic. Often we dont need to see a doctor but advice and guidance is essential. If people who complain would not hide behind "Anonymous" any issue could be addressed. When you do get to see the doctors, they are very helpful, pharmacy staff friendly and helpful, nurses are great. I know people in pain can be difficult, but most of the staff are understanding. Perhaps if more patients were, getting through to the right person would be easier. Great practice, keep up the good work.
Visited June 2022
Review titled Bugbrooke Medical Practice
Replied on 04 November 2022
Thank you for your feedback. This is very important to us as it helps us to identify any issues and target areas for improvement. We will certainly take your comments into account and look at ways where we might be able to address these.
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Review titled Awful service
Rated 1 star out of 5
by Joanna Frost - Posted on 18 May 2022
I needed to speak to a clinical staff member about a non emergency matter. You can call at 10am and be on hold for an hour so I thought I'd try engage consult. It was just before 7am. It told me that this service is available between 7am and 9am, no problem I'll pop back on after 7am. 7.30 still not available and when you click on what time it is available, every slot says closed. I emailed to ask when it would be open and the email standard reply told me to try engage consult. What a click in the teeth because that's what I was trying to do!! Just awful awful service with an obviously very out of date website.
Visited May 2022
Review titled Bugbrooke Medical Practice
Replied on 04 November 2022
Thank you for your feedback. Your comments and we will look into amending the access times for engage and consult.