Dr Abbas - Ratings and reviews
Reviews
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Review titled Great practice but reception staff need training
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2024
I am sorry that I have given this practice a zero rating. The doctors are very good but one of the receptionist is very unhelpful and rude. I went for a blood test at the practice and the screen showed that I had to go to room 10. I then asked one of the receptionist where room 10 was and she shouted "I am not open, wait in that other queue" . From where she was sitting it would have been easy just to point at the door. I did hear another patient being told the same answer. This receptionist could have avoided patients going to her by closing the blind instead of it remaining open.
Visited December 2023
Review titled Dr Abbas
Replied on 31 January 2024
Good Morning, I am sorry to hear you had a negative experience with a member of our team, if you could kindly put in a complaint via our email address northantsicb.complaints.favellplus@nhs.net, I will investigate this and get back to you as soon as possible. Kind regards Jade Fuller Practice Manager
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Review titled Very Helpful
Rated 4 stars out of 5
by Anonymous - Posted on 27 November 2023
A few weeks ago we needed to book vaccinations for going abroad at short notice. Reception handled this very efficiently for us and the whole process was simple and timely. Thank you. Today I needed medical help and was concerned to find I have to book appointments on line. I spoke with reception who were very helpful and patient. Thank you very much. They did eventually book my appointment for me as no website for Favell Plus practice came up on my computer. There are multiple versions of Weston Favell practice, but not ours. Please can the technical people look into this as Favell Plus surgery needs to come up when we type that in. We're too old to fathom this out if it does not work. Thank you.
Visited November 2023
Review titled Dr Abbas
Replied on 31 January 2024
Good morning, Thank you very much for the positive review, I am glad you enjoyed your experience at the surgery and the care provided was to your standard. This is really appreciated by the team who work hard to deliver the service despite immense pressures. We have created a more simple way to access the website so patients do not get stuck with the process, if you have any problems in the future, please contact reception and they will text you a link that takes you directly to the appointment request page. Kind Regards Jade Fuller Practice Manager
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Review titled Not a Great Practice
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
When you finally get through, it depends on if you get a comptetent receptionist, if their attitude will stink or not due to bad practices, 'Their own fellow staff cause for themselves', then they talk down to you like it's your fault, again not all receptionists but some need serious re-training or just even training *period* in dealing with the public & how to do the job to begin with 'maybe', then maybe the phones wouldn't have such long queue's, like when it takes 2 calls just to arrange a simple callback (actually 3 to begin with but I hung up at "There are now14 in the queue", for something they could've apparently done 1st time around (a simple callback),insread I get harsh, rushed language to when I ask the simple question on why this simple process couldn't have been done during the first call, all because the receptionist *doesn't know* as *it should've been* & they wonder why people are upset after waiting 20mins through 11 calls in front, again after 3 previous attempts over 2 days!!?
Visited June 2023
Review titled Dr Abbas
Replied on 08 June 2023
Good morning, I am sorry to hear you had a negative experience with a members of our team. I am further sorry to hear of the difficulties you have had getting through on our phone lines. We are currently looking into better telephone lines to improve our service and be more accessible to our patients. If you could kindly put in a complaint via our email address northantsicb.complaints.favellplus@nhs.net, I will investigate this and get back to you as soon as possible. Kind regards Jade Fuller Practice Manager
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Review titled Worst team receptionist and no appointments available
Rated 3 stars out of 5
by Anonymous - Posted on 27 March 2023
The wort receptionists ever I try to get an appointment phone call to speak to doctor for my mum just to get his accept for a medication and I can’t find any appointments avaible for a week and half , the phone is busy from 08:00 until 9:30 and when you get the call you wait another 30 min to get in touch they said we not have appointments available call tomorrow and so on . Some of the doctors they don’t give a review on the patient .
Visited March 2023
Review titled Dr Abbas
Replied on 12 April 2023
Good afternoon, Unfortunately, like most GP surgeries, our telephone waiting times can be extensive. We currently have around 12,650 patients and this in turn makes the phone lines busy throughout the whole day. I can assure you our reception staff are answering the phones lines constantly. We sincerely apologise for the waiting times to speak to the reception team, if you would like to make a complaint, please email us at northantsicb.complaints.favellplus@nhs.net Kind regards Jade Fuller Practice Manager
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Review titled <0.5% chance of telephone access
Rated 2 stars out of 5
by Anonymous - Posted on 02 February 2023
Telephoned the one number available more than 200 times in 3 days and got through to reception just once. Rest of time goes straight to busy or returns BT message (to the same number) “The number you have called has not been recognised …” and sometimes the line ringing and/or being placed in a queue before being disconnected. The reason given is “high volume of calls”. The surgery still accepts new patients (increasing revenue?) but the standard of telephone access constantly diminishes. Clinical performance: faultless. Receptionist performance: ditto Telephone access: bordering on useless
Visited February 2023
Review titled Dr Abbas
Replied on 12 April 2023
Good afternoon, Unfortunately, like most GP surgeries, our telephone waiting times can be extensive. Our Reception team are picking up the phone constantly whilst serving patients at the front desk. We are currently looking into alternative telephone providers for more access for our patients. If you would like to make a complaint please email us at northantsicb.complaints.favellplus@nhs.net Kind regards Jade Fuller Practice Manager
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Review titled The worst reception team in history!
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2023
You can never make an appointment with this surgery. The phones Are Always BusY! I tried calling from 8am when they recommend to get an appointment and I just couldn’t get through until 4pm. It’s just horrible. One day my husband started calling them from the house, took 5 mins to drive with no answer to reach the surgery reception and 3 people were sitting there not even answering the call my husband was making. Absolute nonsense! The nurses and doctors are very nice once you get an appointment but good luck if you can!
Visited January 2023
Review titled Dr Abbas
Replied on 12 April 2023
Good afternoon, I am sorry to hear of the difficulties you have had getting through on our phone lines. Our admin staff also sit in the back of Reception and it is not within there job role to answer the calls but to perform behind the scenes tasks such as safeguarding, prescriptions and registrations. We are currently looking into better telephone lines to improve our service and be more accessible to our patients. We sincerely apologise, If you would like to put in a complaint via our email address northantsicb.complaints.favellplus@nhs.net, I would be happy to investigate your concerns. Kind regards Jade Fuller Practice Manager
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Review titled Great team & practice
Rated 5 stars out of 5
by Jim - Posted on 04 January 2023
Been with this surgery for over ten years and about time I left a review. Receptionists have always been very helpful & welcoming. Doctors & Nurses always a warm welcome when entering the room and pleasingly they care.
Visited January 2023
Review titled Dr Abbas
Replied on 12 April 2023
Good afternoon Jim, Thank you for taking the time to leave us positive feedback. This is really appreciated by the team who work hard to deliver the service despite immense pressures. Kind regards, Jade Fuller Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Lex Lovell - Posted on 25 August 2022
I have been with this surgery a few years and wanted to say how great I think it is. So much better than my previous surgery. I am not someone who visited the Dr’s often, but just recently I have been in to see the GP about 2 big things going on in my life. They have been absolutely amazing in regards to trying every option for me. Quite often I feel you are fobbed off, being told there is nothing else they can do, but not this surgery. They keep trying every avenue and pushing where they can and not giving up for me. I have also dealt with the medical secretary, who has been amazing too, doing everything she can to help. She is always at the end of the phone whenever I have questions. I wouldn’t be where I am today without their care and passion. I know they say they are only doing their job, but I believe there is a difference between doing your job, and doing it well with caring, understanding and empathy. Thank you Favell Plus, keep up the good work.
Visited June 2022
Review titled Dr Abbas
Replied on 12 April 2023
Good afternoon Lex, Thank you for your feedback, we really appreciate when patients take time out of their day to give us positive reviews. I am glad you feel you have had a fantastic service and we will continue to provide the best care possible to our patients. Thank you again. Kind regards Jade Fuller Practice Manager
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Review titled Highly caring, professional and attentive practice.
Rated 5 stars out of 5
by Anonymous - Posted on 29 June 2022
I have been registered here for a number of years but began to intermittently need more support over the past 6mths for the first time. I have found both the GP and Practice Nurse to be thorough in the way they explore the issues I described. They have sensitively challenged and explained the implications of some of the alternative/ holistic approaches I have been interested in and enabled me to make my own, better-informed decisions. I appreciated the range of referrals made with NGH to fully examine my health needs, scan/ test results were always followed up with me by phone in a timely manner. I have been asked to attend in person only when necessary; I have found this approach a better use of my time rather than always coming in person as was traditionally the case. The GPs have been willing to book follow-up appointments directly with me when necessary, rather than asking me to go back to reception - from a customer service point of view, I have valued this significantly. Sometimes, I have still found it difficult to get through to the main reception by phone - sometimes on hold for well over 5mins. Occasionally, the phone line eventually cuts out which can be annoying, especially if you have been waiting for a long time. My preference would be for a slightly more soothing hold music, but I respect this might be a fixed setting. Once through, the receptionists are okay and do try to be as helpful as possible. I haven't really spoken to them in person as I only use the electronic check in if I attend the practice. I have chosen to upload a review mainly to express how unexpectedly surprised I was with the great service I have had from the clinical staff because I tend to hold a negative view of GP practices in general which, in my previous experiences, can be rife with locum/ constantly changing staff - this is absolutely not the case here. I have received good care from them and feel lucky to be registered here.
Visited June 2022
Review titled Dr Abbas
Replied on 29 June 2022
Thank you very much for you kind words. We try our best to give good care to all of our patients and to hear such a positive feedback really means lots to us. I will pass your feedback to all staff in our monthly meeting. Kind regards Practice manager