Downton Road Surgery - Ratings and reviews
Reviews
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Review titled Please run this place better!
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
We have no option but to use whatever surgery is nearest. When it was the old name, it was getting slightly better, all that has gone downhill again since it became Downton road surgery. Phone system regularly doesn't work. Reception staff are often rude or unwilling to listen or help when you try to explain the nuance of what you need and why. Zero contact with the hospital, leaving patients to call between the two and advocate for themselves, which we do enough! Can never get an appointment with the same GP, which makes it somewhat pointless as you dont have the time to get into any detail, it's in and out as quick as poss. I have a chronic condition and get pretty much zero support.
Visited April 2024
Downton Road Surgery has not yet replied.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 11 March 2024
The doctor I see is lovely but the way this surgery is run is shocking. It’s an awful service and the receptionists are really rude with zero empathy. It recently took me three weeks to make an appointment for a follow up as asked by the doctor to make. You ring and are told there isn’t any but try again tomorrow. You’re told to ring at a certain time but if you’re unlucky enough to not get your call answered, the appointments are gone and you have to try again the next day and just repeat this process until you’re able to get one. I had a text message today to make an appointment to discuss advice from the mental health team. Was told there’s no appointments but I could try again tomorrow at 1.30 to get one for the 18th. I asked why I couldn’t just make the appointment now. I was told by the receptionist they go like gold dust and she’s just trying to be helpful , when I said it wasn’t helpful as I’m constantly having to ring she said “well terminate the call then”. Do not attend this surgery if you struggle with your mental health, it will make it worse.
Visited March 2024
Downton Road Surgery has not yet replied.
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Review titled Appalling reception staff (great doctors)
Rated 1 star out of 5
by Mason Robinson - Posted on 03 October 2023
Yesterday I was advised by a prescribing pharmacist that they would be able to refill my asthma inhaler if I called my gp and asked them to send it remotely to this pharmacy as an emergency prescription. I was lead to believe that this was a straight forward process and should just take a few minutes. I called my gp and spoke to one of the “care navigators” who was the most difficult, uncaring, unprofessional and unhelpful person I’ve ever had the displeasure of interacting with. First I was told that there was utterly no way that they could do this, when I asked why that might be the case I was told that this was “just our policy”, when I asked why, I received no response. After I refused to hang up and continued to query this, the “care navigator” did a 180 degree turn and decided that they could do it after all, though in order to do a remote prescription I would have to go there in person. I repeat, to get a ’remote’ prescription I would have to attend ’in person’ the next day. Not only this but also that once I had attended in person there would be a 3 day minimum wait before they could fill out my prescription, 4 days until I could get any relief from my condition, 4 days until I could breathe again. The prescribing pharmacist was appalled at this treatment and advised me to instead try 111. I called 111 and after a 6 hour wait I spoke to another doctor who was also appalled at how this had been handled and who apologised on behalf of the practice (despite not working there) she insisted that I just go to the practice the next morning as this was an emergency and that I should have an asthma review as this would force them to represcribe my inhaler. Thankfully she added these notes to my record. This morning after my second night of no sleep due to blocked airways, I rang the practice and spoke to another “care navigator” who immediately said there was no way that I could be seen and that I should just try again another day. Again she was adamant that she couldn’t do anything to help me but after I pushed back she also did a 180 and all of a sudden they *could* do it but only if I attended the surgery in the next half hour, she explained to me that whilst they did have plenty of availability in the afternoon, she would not allow me to book any of those as, again, this is “just our policy”. She was adamant that this was my *only* option but yet again after inquiry as to the reason for this stance she did yet another 180 and decided that I could in fact book one of the available slots that I was able to attend. She told me that she booked me in for an asthma review only when I got there I was informed by the GP that they had failed to do this. My doctor accidentally sent the wrong prescription, this is something usually rectified in minutes over the phone but when I spoke to the “care navigator” they informed me that they couldn’t help and that I would need to wait another entire day before I could be helped. I am exhausted and scared.
Visited October 2023
Downton Road Surgery has not yet replied.
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Review titled Thank you
Rated 5 stars out of 5
by Abi - Posted on 25 May 2023
Many people complain about the service from their doctors but I have to say the staff at Crest provide a great service. When I was confused about my repeat prescription the admin staff were kind and helpful. The nurses are caring and thorough. The econsult process works really well in getting a response and managing the doctors time. Thank you to all in the practice.
Visited May 2023
Downton Road Surgery has not yet replied.
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2023
On a number of occasions i have been disapointed with the service. Im 29 years old and went up about a lump as i was worried it could be serious and i was told im to young for it to be cancer i was also told that the pain i was experiencing was due to my mental health not my physical which was not correct. Another occasion (today) i took my 7 year old son to see the doctor and after 5mins half way through me explaining my concerns the doctor shook her head and said you cant talk about more than one issue. Most the receptionist are also rude and not helpful at all. Doctors like this should be ashamed, their job is to help people and help save lifes but its far from what they are doing!
Visited April 2023
Downton Road Surgery has not yet replied.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 25 May 2023
After completing an e-consult report online late afternoon I was very impressed to receive a response early the following day. I had expected a written response but was asked to make an appointment to see a nurse practitioner which I did for the following day. After a thorough examination I was given a comprehension explanation of a possible cause for my symptoms along with advice on how to manage & treat them. A refusal was made to a specialist because of an existing condition & advised on timescales. A text was sent to me with the link for the condition with further information, diagram & treatment. Every member of staff I have ever had to contact has been very professional & helpful. The practice has an excellent system which advises me when I am due any check ups or tests I feel very fortunate to be a patient here & I have happily recommended friends to this practice.
Visited February 2023
Downton Road Surgery has not yet replied.
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Review titled Fantastic provider
Rated 5 stars out of 5
by Marie - Posted on 04 December 2022
I finally had enough of my old surgery, a local provider well known for their terrible services, so I have moved to Crest Family Practice. I cried from happiness when it turned out I will have my own GP and that my GP wants me to come in to meet face 2 face. A real shock as I couldn't even remember when was the last time I had a face to face appointment with a clinical professional. At my old surgery, it was a battle to get booked even for a telephone appointment. It's such an incredible feeling when you call your surgery and get to speak with a receptionist within a second, and not being placed on hold and 40th in the queue, just to get disconnected after an hour on the phone and having to call again. And if you eventually get through to someone, the next available appointment will be some two weeks ahead. A telephone one, of course! Even if you are calling because of skin problems. I am just so happy to be treated so well and to see staff being treated well and not having to deal with complete chaos like in other surgeries in the area.
Visited December 2022
Downton Road Surgery has not yet replied.