Dr M Goyal's Practice - Ratings and reviews
Reviews
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Review titled Good Practice
Rated 4 stars out of 5
by Anonymous - Posted on 02 May 2023
I have had an asthma review and a smear test in the past month. I have felt very comfortable in my consultations. My nurse reassured me throughout all my appointments and was very kind.
Visited May 2023
Review titled Dr M Goyal's Practice
Replied on 07 June 2023
Thank you for taking the to comment about your asthma review. I have informed the Practice nurse and she is pleased you are happy with the care you received from her. Thank you. Practice Manager
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Review titled No appointments ever!
Rated 2 stars out of 5
by Karen - Posted on 04 May 2023
I have spent the last week at 9 trying to get through to this doctors to book an appointment. I have spent 20 minutes+ waiting in line for someone to answer, twice the call was ended before I got through and had to call again and be placed in a queue once more. When I have got through I have been told there are no appointments and to call back tomorrow. I don't use the doctors often but when I do need to speak to them I don't want to have to wait a week or more for an appointment!
Visited May 2023
Review titled Dr M Goyal's Practice
Replied on 07 June 2023
Dear Karen, I am sorry to hear that you are having problems getting thorough on the phone and booking an appointment. Our appointments are released at 8.30am and 14.00. There are several different ways you can book the appointments; calling the surgery, coming into the surgery or via the online booking system. As demand is high the appointments are booked almost as soon as they are released at 8.00am or 2pm. Call us as soon as it is 8.30am or 2.00pm as by 9.00am most of the available appointments are booked. You can also do an e consult via the surgery website. Our Telephone system allows you to request a call back if there is a queue on the telephone, you wont lose your place in the queue and we will call you back. If you are still having problems booking please contact us directly so that we can assist you further. I am sorry for the upset caused on this occasion. Practice Manager
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Review titled Excellent Service
Rated 5 stars out of 5
by Sabrina - Posted on 02 May 2023
The doctors have been compassionate and listen. Staff are well trained, polite and prompt. The practice is patient and understanding when I contact them for any assistance by phone or by econsult. Thank you very much for your hard work
Visited April 2023
Review titled Dr M Goyal's Practice
Replied on 07 June 2023
Thank you for taking the time to send this positive review. We have shared it with the team as it is always a pleasure to hear that patients are satisfied with the care they have received. Thanks once again.CELMP
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 10 March 2023
I had my blood test this morning and the phlebotomist was soo kind. She chatted with me all through and made me feel safe. I am always scared of needle but did'nt even know when she did the test. She just told me ''all done'' smiles. Thank you miss
Visited March 2023
Review titled Dr M Goyal's Practice
Replied on 13 March 2023
Thank you for your positive comment. We are pleased to hear that you are happy with your consultation and your blood test. We have shared your email with all our staff.
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Review titled Asthma Review
Rated 5 stars out of 5
by Penelope Whyte - Posted on 07 December 2022
I had a telephone review this week with the asthma nurse. She was really thorough and supportive. The information provided was very useful and she was able to answer all my questions and concerns. She was professional and humorous which put me at great ease and enabled me to get the reassurance needed.
Visited December 2022
Review titled Dr M Goyal's Practice
Replied on 08 December 2022
Dear Mrs Whyte, thank you very much for this positive review. All our staff work hard to provide a good service and it is appreciated when the hard work is recognised. I am pleased that you are happy with your consultation and your feedback has been shared with the nurse and the team. Thank you The Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 14 December 2022
This was my childhood GP practice and now it is my children’s GP practice. For over 30 years I have had an overall positive experience with the Doctors, nurses and reception staff. Time and time again I have trusted the medical staff with my most intimate and personal information and I feel I always get a high quality service. Unfortunately, on a few occasions my children have been extremely unwell and I have received quality advice, treatment and when needed referrals. Thank you all for your ongoing help and support when me and my family have need it most.
Visited December 2022
Review titled Dr M Goyal's Practice
Replied on 21 December 2022
Dear Patient, Thank you for this positive review. It is much appreciated. I have shared your comments to the Team. Thank you once again. Practice Manager
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Review titled Ended up in tears after a telephone consultation
Rated 1 star out of 5
by Mary K - Posted on 14 December 2022
I have been in a queue for almost 2 hours, trying to log a complaint about a Doctor- following on from a telephone consultation this morning which left me in tears. I have no choice now but to raise this complaint online. My previous appointments with this Doctor have been fine- up until this morning. 1) Upon the Doctor phoning me, I was made to feel guilty for the Doctor working late yesterday to ensure a hospital referral had been done for me. The Doctor said they "wasted their time" doing the referral last night after I told them that I had already received a letter with a hospital appointment - I didn't realise I was meant to update the Doctor that I received a letter, since I initially chased it last week. 2) My health concerns were belittled- I was indirectly called a hypochondriac (they just rephrased it)- something that can be discussed when "I am ready to discuss it". When I challenged this comment- advising that it was the Doctors who have requested I have various tests done due to certain symptoms, I was completely shut down. They did not listen- just kept saying that can be for a discussion when I am ready to have it. I kept saying that my health issues are actual issues where I have had symptoms and that it was the Doctors who wanted me to have the tests done. Again they said this can be for a discussion when I am ready to have it. They ended the call saying that they were glad to hear I have recieved my appointment. The ultimate gaslighting- I was shut down and made to feel like I was a hypochondriac. After finishing this call, I was in tears.
Visited December 2022
Review titled Dr M Goyal's Practice
Replied on 21 December 2022
Dear Mary, I am sorry to hear that you are unsatisfied with the service you have received from one of our doctors. I have shared your review with the doctor concerned and she has explained it was not her intention to make you feel "guilty" or "hypochondriac and she is sorry if it came across like that. Please contact me directly to discuss this further or to organise a meeting with me or the doctor. Our complaints form and complaints process is on our website. This website is not suitable for complaints as we can not discuss confidential information. Our phone system has been upgraded and average wait time last week was 12 minutes. We do have a call back system so not sure what happened that you waited 2hrs for the phone to be answered. Once again I am sorry for the distress you were caused on this occasion. The Practice Manager
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Review titled Non existent medical care
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2022
Went in to book an app for myself (been ill with tonsilitis over the weekend), got sent home to wait for a call between 9 and 1, which never happened. Called back around 1.10, only needed 5 min for a prescription for antibiotics, nobody answered, they were closed. Still in a lot of pain, time off work for zero care. Trying to get basic medical assistance is mission impossible in this place.
Visited December 2022
Review titled Dr M Goyal's Practice
Replied on 13 December 2022
Dear Patient. I am sorry to hear that you were not called as promised. I have checked all the doctors appointment session for 12/12/22 and cant find an appointment which was missed. If you still need an appointment or for us to look into this for you, please contact the surgery directly. Our phone lines are open from 8.30am to 13.00 and from 14.00-18.30. Monday to Friday. Practice Manager.
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Review titled Amazing support given
Rated 5 stars out of 5
by Anonymous - Posted on 11 November 2022
I have been suffering with my mental health lately and my doctor has provided me with amazing support the last few weeks. She listens to my needs, provides extra support and guidance where appropriate, and I know I can speak without being judged.
Visited November 2022
Review titled Dr M Goyal's Practice
Replied on 23 November 2022
Thank you for your comment about your recent consultation with one of our doctors. It is much appreciated. Your comment has been shared with the team. Practice Manager
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Review titled Just can't get appointment
Rated 3 stars out of 5
by Paula Black - Posted on 04 November 2022
I have tried calling 5 times over the last 2 weeks on different days to get an appointment...each time I'm on hold for at least 30 minutes and every time I'm told no appointments for that day. As a full time worker, I can't just drop everything at any time so your practice of not being able to book ahead as you did pre pandemic and having to call the day you want the appointment is ludicrous - I've read the other comments where you have said your staff are being abused: whilst I don't condone this, surely this is a sign that your methods are not working for your patients and you need to review how you are offering appointments. Even the online services I am registered for constantly says no online ones available, despite your irritating on hold message stating that they are. My experience when I have seen a doctor (albeit not for about 4 years now - just as well) has always been positive so it's a shame I just can't actually get in to see one now!!
Visited November 2022
Review titled Dr M Goyal's Practice
Replied on 07 November 2022
Thank you for your feedback, I'm sorry that you are unsatisfied with our service. We have been aware and trying to open another phone line but been unable to recruit staff for months. We have also had a lot of staff sickness with all categories of staff so have had to cancel appointments at short notice at times. Moving forward, we are still trying to recruit reception staff to open another phone line, we are still trying to recruit another GP to provide more appointments and we have employed locum nurse to help with some of the nursing appointment backlog. We do have online appointments however due to the high demand; these appointments are booked as soon as they are released and not visible to other patients for confidentiality reason. We appreciate the difficulties and suggest an e-consult for routine/ admin issues that could be dealt with on-line. The link for the e consult is available on our website on the home page. Thank you for your patience.