Canberra Old Oak Surgery - Ratings and reviews
Reviews
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Review titled Incompetent, unreliable and non-supportive
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
I requested a letter in 2023. Submitted to my clinician and found out the report received from this practice was lacking 90%+ of my history. I suffer from 2 main critical illnesses and all letters submitted to this practice were not updated on the system. I have emailed 3 times in February 2024 to have the reports updated and still no correct report received! Not a first, many instances of their lack of pressionalism
Visited February 2024
Canberra Old Oak Surgery has not yet replied.
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Review titled Awful admin staff
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2023
Awful admin staff, every appointment and every request for medication get lost. No follow up. The app they use is non user friendly, I struggle and I’m an able 30 year old, can’t imagine being in my later years. There’s no way to have a direct conversation with the staff. Their phone system is not working when sending out texts about appointments and no improvement for years.
Visited November 2023
Review titled Canberra Old Oak Surgery
Replied on 05 February 2024
Dear Patient, sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. I will discuss your feedback in our next practice meeting and share your reviews with the Dr.iQ team to ensure experiences improve. Kind regards, GP Surgery
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Review titled Awful
Rated 1 star out of 5
by Michelle west - Posted on 15 November 2023
Pre covid great! Terrible since then, it’s so painful to see a gp I haven’t been in such a long time. Everything diagnosed over the phone. Long wait times on phone too. They cancelled my 1 year old granddaughter’s appointment 40mins before stating no Drs?? In the Driq app my daughter said her baby had fever was breathless and coughing, yet still they cancelled it. We went A and E. Poor baby had Pneumonia. Absolutely disgusting not seeing a baby I couldn’t believe it. Anyhow I’m signing on to a new practice.
Visited November 2023
Review titled Canberra Old Oak Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We will discuss this in our next practice meeting to to ensure experiences improve. Kind regards, GP Surgery
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Review titled Really disappointing
Rated 2 stars out of 5
by E Ryan - Posted on 05 September 2023
I was referred to a service 10 weeks ago by one of the doctors. After two separate attempts in August to find out what was going on with my referral via the dr iq app with a vague response about having a member of the admin team reach out to me, which didn’t happen, I called the surgery in early September. After being on hold for 20 minutes, I was informed that my referral has been cancelled without my knowledge. No one had reached out to me to let me know this had been done, and no explanation was given. I’m now waiting again for someone else at the practice to call me tomorrow and explain what has gone on. I understand that NHS services are overrun and understaffed but these kinds of things being missed really have an impact on people’s health and their trust in the people providing their care. I feel really disappointed and let down and have had to pay out of pocket for an expensive private consultation in the meantime as the wait to hear back about this referral was taking such a long time. I can’t afford to continue pursuing treatment privately so will be without treatment for my condition as a result of the decision to cancel my referral without any communication.
Visited September 2023
Review titled Canberra Old Oak Surgery
Replied on 05 February 2024
Dear Patient, sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. After looking into this I can see the referral was unfortunately cancelled without our acknowledgment and we was not informed until you asked to look into it, we do apologize for this on the specialists behalf and will discuss this in our next meeting to ensure experiences improve. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled No support, appointments or contact.
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2023
The Canberra Old Oak Surgery is like non-existing GP. Phone contact means waiting for over hour in que without phone being picked up no matter what time of the day. Everything is directed to DrIQ app where submitting any request is longsome, and moreover not proceed. Staff working with app requests works for record not quality of help closing the requests without answer or with answers like: 'I don't understand what do you mean', 'We don;t have doctor available today, submit request again tomorrow', 'What visit do you mean?' etc. There's no way to communicate with the practice. When visit in person the staff treat person like unnecessary trouble and even in person complain did not bring results (chased referrals, chased prescriptions etc.). When miraculously got doctor over phone after submitting several requests, doctor said the full blood test is needed, but the new request is needed for it. For over 3 weeks can't get it. In afternoons usually half of requests is not possible to submit anymore. If one's being sick, won't get help on time for sure.
Visited July 2023
Review titled Canberra Old Oak Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously.We will discuss this in our next practice meeting and discuss how your experiences can improve. We have hired more reception staff to help with the phone lines which will decrease the waiting times and discussed with our phone providers how we can implement a callback system so you don't have to wait on the line Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled Very long wait for prescription
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
We were advised to request medication through DrIQ app which they say it’s faster and more convenient. This is not the case, as they don’t even get through any of your requests on the app. Our prescription has not been processed for 5 days and still waiting. When you are making phone call you have to wait very long in the queue and listen to advice to go on the app, which they don’t respond to. This is not good enough and I will be changing GP’s. I do not recommend this practice at all.
Visited June 2023
Review titled Canberra Old Oak Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. If you would like to discuss this further please reach out to the surgery and ask to speak with me. We have hired more reception staff so the waiting times have reduced & we also have more staff working through the Dr.iQ app. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled Save yourself
Rated 1 star out of 5
by Anonymous - Posted on 28 June 2023
Stay as far away as you can from this surgery, unfortunately since the pandemic they have become one of the worst surgeries I have ever been to in my life. There are lots of better ones in the area that will do a better job of looking after you, their app does not work. I struggled to get my regular medication on time and very rude staff now exist at this practice.
Visited May 2023
Review titled Canberra Old Oak Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. If you would like to discuss this further please call and ask to speak with me. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled Unable to get in touch
Rated 2 stars out of 5
by Anonymous - Posted on 03 May 2023
I have repeatedly tried to contact the GP for a referral, no one is answering the phone at all. Tried several days for extensive periods of time. There is no possibility of scheduling an appointment on the Dr iq app. I had to use the walk-in centre for them to refer me back to the gp so I could obtain the initial referral...it's beyond disappointing...
Visited May 2023
Review titled Canberra Old Oak Surgery
Replied on 11 May 2023
We are sincerely apologetic to hear about the negative experience you've had with the practice. I would strongly encourage you to contact myself directly to discuss you concerns in further detail. Please contact me on 020 7062 6320 and ask for myself to discuss your concerns. Kind Regards, Abid Khan Canberra Old Oak Surgery Assistant Practice Manager
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Review titled You will be passed around & disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2023
My few interactions with this GP have each proven fruitless. With appointments being made and often little to no follow through, it’s difficult to prioritise my health when the practice makes me feel like issues and my time are not of value to them. The first incident occurred over a series of months where I waited and was passed around while trying to get a mental health assessment to review the medication I had currently been prescribed by a different doctor. I eventually got so tired of investing time into the process and reaping little to no results that I gave up. On this occasion, I was booked in for an appointment in the early hours of the morning. After being kept waiting, I was informed the doctors were all out of office and there was no estimated time for their arrival. This was for a simple blood test. I understand that these things happen, but as this appointment was recommended to me by the reception after my failed walk-in attempt last week, it is frustrating that yet again, I’m not able to receive the simple care as promised by the practice. These are just the little things that frustrate me, the patient, and demotivate me from getting the medical attention I may need because I keep getting disappointed by the professional efforts of the practice.
Visited May 2023
Review titled Canberra Old Oak Surgery
Replied on 11 May 2023
We are sincerely apologetic to hear about the negative experience you've had with the practice. I would strongly encourage you to contact myself directly to discuss you concerns in further detail. Please contact me on 020 7062 6320 and ask for myself to discuss your concerns. Kind Regards, Abid Khan Canberra Old Oak Surgery Assistant Practice Manager
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Review titled Always difficult to get repeat prescriptions
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2022
I've been with this practise for about a year now and I have nothing good to say. I have a repeat prescription and it's always been a struggle to order. Right now, I've tried to reorder since last week, and after being ignored for a few days I finally got a response telling me they've ordered the medication. I wait a couple days, and contact the pharmacy and they say they've had no order through. I've tried to contact the GP again and I'm once again being ignored. I've made it clears days ago that I've run out of medication, seems very irresponsible to allow a patient to be without medication for this time. I would think they'd at least attempt to get me an emergency supply. Last time I tried to reorder my medication, it was days of going back and forth with the pharmacy and the GP being told different things, until yet again I ran out of medication before I had my prescription reordered. I've also previously had issues with booking an over the phone appointment, being told I'd get a call back at a certain time but then not hearing back till the end of the day. Was then a couple days until I eventually got hold of a doctor. I will most assuredly be changing GPs now, and I'm disappointed in myself for not doing so sooner
Visited November 2022
Review titled Canberra Old Oak Surgery
Replied on 11 May 2023
We are sincerely apologetic to hear about the negative experience you've had with the practice. I would strongly encourage you to contact myself directly to discuss you concerns in further detail. Please contact me on 020 7062 6320 and ask for myself to discuss your concerns. Kind Regards, Abid Khan Canberra Old Oak Surgery Assistant Practice Manager