Camrose, Gillies & Hackwood Partnership
Gillies Health Centre, Sullivan Road, Basingstoke, Hampshire, RG22 6ERContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Difficult to deal with
Rated 1 star out of 5
by Stewart Lacey - Posted on 25 July 2023
I have had 3 reasons to request an urgent appointment for unrelated acute conditions in the last few weeks. In the first 2 cases, I was able to get a call-back when I reached the front of the telephone queue for reception. In each case I was triaged and in the first case I was given a same day appointment with a nurse practitioner. In the second case I was offered an appointment with a physio 6 weeks later. I declined this, restating my condition. I was finally given a same day appointment, again with a nurse practitioner. Today, I had need to call again - this time I was put into a queue with no option for a call-back and that didn't seem to be getting smaller. I was eventually disconnected. The website advises patients to download DrIQ, which I have done. None of the options for consultation, self help or medication align with my issues so I have no option but to contact the surgery by phone. I do not often have cause to contact the practice but, when I do, I am reluctant to do so because the experience is so painful. I would transfer to another practice were it not for the fact that the Camrose, Gillies, Hackwood Partnership is so big that there are few alternatives left in the borough
Visited July 2023
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear Mr Lacey, Thank you for taking the time to share your feedback. We are sorry to hear about your experience with our practice. Despite ongoing efforts to improve, we recognise that there are still times when patients are waiting too long to get through. To address this, we are continuing to recruit to our reception team and are working with our wider team to assist with call answering during peak times. Please know that we are actively working to improve the care that we provide to our patients and take all feedback very seriously. Patient care and experience is of utmost importance to us and we have discussed your feedback at our team meeting. Once again, I am very sorry for your experience and thank you for sharing your feedback. CGHB Practice Management Team
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Review titled Terrible
Rated 1 star out of 5
by Jackie Priestman - Posted on 19 June 2023
It is impossible to get an appointment. You can be stuck on the phone for over an hour waiting to speak to reception. The website tells you to download the Dr iq app which doesnt work. The only way to speak to someone is to walk in to the practice and queue for ages just to be told that you cannot see a doctor as there is a one month wait. Strangely enough however there are 'clinicians' available ready to sell drugs to you. I had a bad reaction to medication I was prescribed so stopped taking it while I tried to book an appointment but had to wait 11 days for an emergency appointment, that was then cancelled without being rebooked. Since the practice was acquired by an American private enterprise the service standards have significantly suffered, to the detriment of patients. There is a constant stream of reception staff having to be trained as no one wants to stay there very long having to deal with irate, frustrated and fed up patients.
Visited June 2023
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear Jackie, Thank you for taking the time to share your feedback. We are sorry to hear about your experience with our practice. Despite ongoing efforts to improve, we recognise that there are still times when patients are waiting too long to get through. To address this, we are continuing to recruit to our reception team and are working with our wider team to assist with call answering during peak times. We would welcome the opportunity to investigate your specific case further, as we do not sell any medications on site, and address any ongoing concerns that you may have. Please feel free to contact us directly at hiowicb-hsi.cghpartnership.complaints@nhs.net so we can look into this for you. Thank you for bringing this to our attention. Your feedback is invaluable as we strive to improve our services. CGHB Practice Management Team
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Review titled Amazing care
Rated 4 stars out of 5
by Jennifer Simmonds - Posted on 18 August 2023
I have had several issues over the last few months and have received prompt responses to my needs. The receptionists have been helpful and I found the call back system works.
Visited May 2023
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear Jennifer, Thank you for your feedback, the team are always delighted to receive positive patient feedback, which I have passed on to them in our team meeting. We work hard to continually improve the care that we offer to patients, thank you again. CGHB Practice Management Team
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Review titled Rude and unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2023
Denied my son his vaccination although trying to make out that ot was my fault when I was on time. I'm furious and so frustrated. They were extremely unhelpful and the receptionist was huffing and puffing when I asked to speak to someone , since being handed a sticky note with another date and time on there. I must make this clear and reiterate, I was not late!! Absolutely disgusting service.
Visited May 2023
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear patient, Thank you for taking the time to share your feedback. We are sorry to hear about your experience with our practice. Please know that we are actively working to improve the care that we provide to our patients and take all feedback very seriously. Patient care and experience is of utmost importance to us and we have discussed your feedback at our team meeting. Once again, I am very sorry for your experience and thank you for sharing your feedback. CGHB Practice Management Team