Carrington House Surgery
19 Priory Road, High Wycombe, Buckinghamshire, HP13 6SLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 20 December 2022
Surgery open telephone lines for daily appointments with doctors at 0830 am. I called at 0831, automated message stating, queue in front of you is full, you have to call next day. For approx. a week, I am not able to take an appointment.
Visited December 2022
Review titled Carrington House Surgery
Replied on 20 December 2022
Thank you for taking the time to leave a comment, we are sorry you have been experiencing problems getting an appointment. If the appointments are fully booked for the day we do advise calling back the next day. You can also download the Ask First app https://www.nhs.uk/nhs-app and/or use patient access which may be able to assist you for future appointments.
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Review titled Worst practices I have come across
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2022
Trying to get to speak to an actual person took over 45minutes, once I got through and try to book an appointment, I was told that they cannot forward book as the diary was not up yet and to phone back on Friday as they have a new doctor starting and they should have their diary open by then. The receptionist then went on to say that there is no availability for 4 weeks, and any appointment is most likely to be in 2023. Can you please explain to me how this is possible in this day and age and please don't tell me that it is because of Coronavirus. I now have no alternative other than to take myself to A&E
Visited November 2022
Review titled Carrington House Surgery
Replied on 23 November 2022
Thank you for taking the time to leave a comment, we are sorry you have been experiencing problems getting an appointment today, unfortunately we have had staff sickness which has meant we have had a reduction of appointments we can offer. You can download the Ask First app https://www.nhs.uk/nhs-app and/or use patient access which may be able to assist you for future appointments. We do have a new GP starting next week which will increase the number of appointments we are able to offer. Prebookable appointments are booked 4-6 weeks in advance.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 October 2022
I would just like to say how well run the flu clinic was this morning. Lots of people were there for their vaccines, the system was so well organised we didn’t have to wait long.
Visited October 2022
Review titled Carrington House Surgery
Replied on 25 October 2022
Hi Thank you for taking the time to comment. We are pleased you managed to get your vaccinations and didn't have to wait long. Your post will be shared with the whole team. We can learn as much from a compliment as we do from a complaint. Kind Regardas
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Review titled Terrible practice
Rated 2 stars out of 5
by Anonymous - Posted on 28 September 2022
Tried to call several times from 8.25 onwards. At 8.32 I was put into a queue with 32 in front of me. I waited 48 minutes before I got through only to be disconnected. I tried to ring back but told there were not more appointments that day and to try again the next day!!! Tried again the next day. No one picked up so I went to the surgery to complain and asked them to make an appointment for me. They refused and told me I had to try again the next day.
Visited September 2022
Review titled Carrington House Surgery
Replied on 28 September 2022
Thank you for taking the time to leave a review. I am sorry this has been your experience. Unfortunately as you have posted anonymously I am unable to look into this in detail for you. We have been very short staffed recently and we have done everything possible to let our patients know this. We have had messages on the phone lines, sent text messages and put posts on social media. The phone lines are extremely busy at 8.30am. You can download the Ask First app https://www.nhs.uk/nhs-app which maybe able to assist you for future appointments, there is also the option of Patient access, please ask the reception team for more information if you are not signed up for this service. Kind Regards Debbie Comley Practice Manager
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Review titled Rude staff and no appointments
Rated 1 star out of 5
by Luke G - Posted on 01 August 2022
I spent all morning queueing for an appointment from the moment the phone lines opened. The first time it got to me (after 75 minutes) the receptionist claimed she couldn't hear me but I had full signal and tested calling another phone and it was working fine. I called again and had to queue another 45 minutes, but then she said there were no more appointments. I explained how urgent the issue is and she put me on hold and then hung up after 10 minutes.
Visited August 2022
Review titled Carrington House Surgery
Replied on 02 August 2022
Thank you for taking the time to leave a comment, we are sorry you have been experiencing problems getting an appointment this week, unfortunately we have had staff sickness which has meant we have had a reduction of appointments we can offer. You can download the Ask First app https://www.nhs.uk/nhs-app which maybe able to assist you.
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Review titled This surgery is not fit for purpuse
Rated 1 star out of 5
by Dave - Posted on 04 July 2022
This surgery is not fit for purpuse. Today 4/7/2022. I try to book an appointment I called at 8:30 on the dot. After waiting on introductory message whick lasted 2min 20s the question was asked to select the option for appointment. WHen I selcted the appointment ( 1) I got another message saying there reception staff are busy and the call cut off telling me to call again. This happend 3 time I am still unable to book an appointment. If you visit inperson they tell you to phone but when you phone thre busy . This will not be tollerated in any other walks of life in terms of cusotmer service. This is apploling. I can understand the shortage of clinitian. But even reception staff? I know this surgery is managed by Dashwood primary care. SInce they have take over the services had stadily declined. We ofen get message saying GP shortages, IT issues, etc . Last week I was told there was a power cut and could not take appointment. THis again is laughable and sad.
Visited July 2022
Review titled Carrington House Surgery
Replied on 05 July 2022
Dear Dave Thank you for your feedback, unfortunately as I do not know who you are I am unable to contact you with regards to your comments. The phones are extremely busy at 8.30am and I apologise that you were having difficulty with our phone system. I will speak to our telephone company and ensure any issues are rectified. Have to tried to use patient access and/or Ask NHS? this is an alternative way to book an appointment if the phone lines are too busy to get through. If you require help with patient access please contact reception. Kind Regards Debbie Comley Practice Manager
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 02 August 2022
1. The reception staff can be incredibly rude and sarcastic. Apparently they don't consider life threatening medical conditions something that patients are worried and about, especially when the practice can't seem to process a prescription request in good time. 2. Almost impossible to get an appointment. Typical lead-time seems to be about 5-6 weeks unless you by chance manage to get a same-day appointment (good luck with that you don't wake up until after 8:30 because you're tired due to your body fighting off some disease or another; for healthy people it's probably a good system!). 3. Almost impossible to get an appointment, part two. Be prepared to wait in a telephone queue for a *long* time just to speak to one of the rude receptionists. "You are number eleven in the queue." 4. Rude receptionist is likely to put the phone down on you when you try to make a complaint to the practice manager. I see from other reviews here that my experience in this is not unique.
Visited July 2022
Review titled Carrington House Surgery
Replied on 03 August 2022
Thank you for taking the time to leave a review. I am sorry this has been your experience. Unfortunately as you have posted anonymously I am unable to look into this in detail for you. We have been very short staffed recently and we have done everything possible to let our patients know this. We have had messages on the phone lines, sent text messages and put posts on social media. The phone lines are extremely busy at 8.30am. You can download the Ask First app https://www.nhs.uk/nhs-app which maybe able to assist you for future appointments. Complaints can be made by sending an email to carrington.house@nhs.net Kind Regards Debbie Comley Practice Manager
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Review titled Prescription service failures
Rated 1 star out of 5
by Anonymous - Posted on 04 August 2022
In my previous review I forgot this gem: 5. On one occasion in the last few months I went to collect my prescription from the pharmacy and discovered that they had had no sign of it. After several telephone calls to the surgery I was informed that the prescription had been completed but had been sent to an entirely different pharmacy. Not just a different pharmacy in Wycombe, but one in a different city. When I expressed my disbelief as to how that could happen, their response was astonishing. I was told that it was my fault that the prescription was sent to the wrong pharmacy because I "must have changed" which pharmacy I wanted my prescription sent to. I don't quite know how they expected me to believe that, given that I hadn't done so.
Visited July 2022
Review titled Carrington House Surgery
Replied on 08 August 2022
Dear Anonymous Thank you for taking the time to leave an additional review, unfortunately as I do no know who you are I am unable to investigate this for you. Prescriptions are advised they will take 3-5 working days, the team would not purposely send them to a pharmacy you did not want it to go to, including a pharmacy that is out of area. Kind Regards
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Review titled Appalling Support Staff
Rated 1 star out of 5
by STBX-patient of CHS - Posted on 06 June 2022
I went to the surgery today to get my infant daughter's immunisations. Following the appointment, I was looking to get her set up on my Patient Access app. I spoke to the receptionist there who said "it was a long process, I just need to print some forms". Despite not really understanding how printing some forms was a long process, I patiently acknowledged her and waited. After 15-20 minutes, she goes to speak to the seven other members of staff sat behind her. She stands there listening to them having a conversation about air rifles and holidays to Dubai. When the conversation dies down, she finally asks for assistance. After a further 10 minutes or so of waiting, I ask what the hold up is. She repeats it was a lengthy process, just need to print some forms, she's having trouble getting them to print. She then disappears from the reception desk. A few minutes later, she reappears with her bag and coat in her arms. Tells me they're doing a swap and another woman takes over. Next woman casually walks over, stopping to chat on her way with the other six women doing little to no work. She finally sits down and asks me what can she do for me. At this point I am very cross. My daughter is nearly 50 minutes overdue her afternoon sleep and in need of paracetamol following her immunisation. I say to her "you tell me" fully expecting her to know why I'm stood there as I should be almost at the end of what I've been told is a "lengthy process". The previous woman explains to her what I'm there for and I'm then told "okay, we'll have to start over". I express my frustration, that my daughter is overdue a nap, that I have been waiting nearly an hour, that I can hear the casual chatting going on behind her whilst I am stood like a wally. I am told "we were having a briefing. We were talking about air rifles but it was relevant to the job". I could hear the nature of the conversation. It was not relevant to the job. Neither was how unexpectedly hot but lovely Dubai is. Eventually I am given the forms and I fill them in (ticked a few boxes and signed my name). I hand them back and I am told I will receive a code (still no code at the time of writing this). Once all is said and done, I ask for a complaints form. I am told I have to email. I have a leaflet in my hand that says the complaints forms are "available from reception". I have been at the surgery for over an hour so I accept what she has to say and leave. Never have I experienced such poor service. Their attitude is one of "there's nothing you can do about it so we don't care about how poorly you're treated". This is not the first time I've received poor service from the surgery but it is by far the worst and the last straw. A word of advice to Carrington House Surgery - at the very, very least, you might want to consider putting your incompetence behind closed doors so that when your receptionists lie to your patients, it's not quite so obvious.
Visited June 2022
Review titled Carrington House Surgery
Replied on 07 June 2022
Thank you for taking the time to leave a review. I am sorry this has been your experience on your recent visit to the surgery. Unfortunately as you have not left a name I am unable to respond to you directly. I have looked into this matter and it seems you arrived at the reception desk during the handover, which is why they team were stood around talking. In reference to the shot gun conversation this was relevant to the days work, not just idle chit chat. Complaints can be made by sending an email to carrington.house@nhs.net Kind Regards Debbie Comley Practice Manager