Hathaway Surgery - Ratings and reviews
Reviews
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Review titled Very Helpfull
Rated 4 stars out of 5
by M Mohan - Posted on 24 March 2024
I had several queries regarding referrals on Friday 22nd and both the ladies on reception were great, efficient and a pleasure to deal with.
Visited March 2024
Hathaway Surgery has not yet replied.
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Review titled New level of incompetence
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
I new it was difficultimpossible to get an appointment previously but now the have automated their poor service.. if you phone for an appointment now you will be given a link with all available appointments. However they are released at 8 in the morning and all gone by 8.05 when you have to try again the following day .. and so on The problem is to many patients!! However, it won't change as patients = £££ for the partners so basically hard luck!! Pointless complaining to the practice. You need to write directly to NHS and if enough people do then maybe something can be done about this failing surgery.
Visited February 2024
Review titled Hathaway Surgery
Replied on 28 February 2024
Dear patient, many thanks for your feedback. I would like to stress that our service is not automated, and each Accurx Triage form that comes in is viewed by a GP on the day. The appointments are not released on the day and at present (3.30 on a Wednesday) there are many routine appointments available in the next 2 weeks, as well as more urgent ones in the next 2-3 days. Unfortunately we do not have an infinite amount of clinical staff and therefore we have to manage capacity to provide a safe and effective service to our patients. The Accurx Triage system is capped to also provide capacity in the week, if we allowed 300 forms in each day, we would not be able to get through them and would run out of appointments. You state the problem is "too many patients", GP surgeries in this area are unable to close their patient lists, this is not as you suggest "£££ for the partners" but more an issue of us continuing to provide healthcare to those that register. I would like to state that Hathaway is not a "failing surgery", we have had a huge amount of praise for our new phone system and the Accurx Triage and continue to provide an excellent level of service and care to our patients.
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Review titled Let down a lot
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2024
I called to book a appointment as iv been suffering a long time with gyno issues and was able palmed off and told to call back the next morning for my issue to be resolved iv never felt so unheard by the people who are put in there place to take care of the people who are in need of medical attention iv had to suffer being in pain for no end of months and this new system is above and beyond a joke out of pure laziness your not guaranteed a appointment and feel left as if your medical needs have no sense of purpose to the ones that are ment to help
Visited January 2024
Review titled Hathaway Surgery
Replied on 05 March 2024
Dear Patient, thank you for your feedback. As you will have been made aware via text, email or letter back in January, we now use a triage system called Accurx, so I suspect you would have been advised to fill in a triage form, rather than "call back the next morning". I apologise that you felt unheard, however all patients requiring a GP appointment are asked to fill in an online form, as the telephonists cannot book appointments over the phone. This system is not derived from "laziness", quite the opposite. The forms submitted are viewed by a GP, and where appropriate an appointment booking link is sent. So you would be guaranteed an appointment, if clinically appropriate, and your medical needs are dealt with by the most experienced person in the building - the GP.
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Review titled Was fantastic but not now
Rated 2 stars out of 5
by Ian Bramwell - Posted on 08 January 2024
Been with them for years and nothing but praise for them Unfortunately calling with no reply 2hrs in total today still unable to talk to anyone is poor Tried using new system without success just got me more stressed with angina. Gave up and lost interest/confidence. Great shame but lost all interest now.
Visited January 2024
Review titled Hathaway Surgery
Replied on 28 February 2024
Dear Mr Bramwell, many thanks for the feedback. The 8th January was the day we went live with the new triage system, sorry that you struggled to get an appointment. I can see you used the triage system the week after, receiving a telephone call back from a GP within 2 hours, as well as another call from a Nurse Specialist shortly after that to ensure all your issues were addressed. I would hope that you felt this was fantastic care and that we have improved.
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Review titled System is broken
Rated 2 stars out of 5
by Anonymous - Posted on 10 March 2023
Trying to book an HRT review and not wishing to jam the lines on a busy Monday I have called today, Friday. Called bang on 8am. It took 30mins to just get in a queue but I persisted. Needless to say when I got through at 8.45 there were no appointments left. I don't need an urgent appointment as I have medication to last approx 12 days, I just need a review. I can't book ahead as nothing available (told this is due to junior drs strike...last time around it was due to covid again!) It is not the receptionists fault but this system is broken. Surely this has to change! We can't have people needing a routine appointment and those needing an urgent on the day appointment all calling at 8am. I was told if I run out of meds then I can get a month to tide me over. Why though? As always suggested, I am giving it plenty of time to get a review booked by calling almost 2 weeks in advance of my medication running out. I don't want to be that person calling when I've run out and causing extra admin to produce a "tide me over" prescription. Please can the partners review the way routine appointments are booked? Use the website to allow reviews to booked online.
Visited March 2023
Hathaway Surgery has not yet replied.
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Review titled Utterly disgraceful
Rated 1 star out of 5
by C Robinson - Posted on 19 December 2022
I called the surgery with regards a suspected case of Strep a in my child. I was kept waiting 20 minutes to be told there were no appointments. They told me to call 111. I was kept waiting a further 20 minutes and 111 told me they would instruct my gp to put us on the emergency call list. Nobody called me back. My child remains extremely unwell and you wonder why people end up in a&e. I am appalled that despite recent warnings about Strep a and instructing parents to contact gps and having received a letter from my child’s school telling us there was an outbreak in his class- this was a public health letter) also instructing to contact the gps
Visited December 2022
Hathaway Surgery has not yet replied.
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Review titled appointments
Rated 1 star out of 5
by Anonymous - Posted on 19 August 2022
I was told to make appt to have annual blood test. When I rang I was number 1 in the queue, 10 minutes later I was still number 1 in the queue. As many years back as I can remember the waiting time to get someone to answer is horrendous. The longest I've ever waited was 40 minutes. None of the other surgeries have this problem, so why can't Hathaway staff provide the same sort of service. It's a pity you can't answer the phone as promptly as you are at sending out text message reminders within minutes of making appt.
Visited August 2022
Review titled Hathaway Surgery
Replied on 23 August 2022
Dear Anonymous, Thank you for you review. We take feedback very seriously and act on all comments raised . As you have not left your name I cannot contact you personally to discuss this issue. However, I can advise you that we have a dedicated team of 7 Call handlers that answer the phone from 8 Am until 6.30 Pm, This has been a recent change as previously we only had 6 . The demand for appointments has increased significantly and we are always looking at ways to streamline our appointment system . We are currently looking to update our phone systems as we are aware of the problems and frustrations are patients are facing. This is unfortunately never a quick process so please bare with us . Kind regards Amanda Houston Assistant Practice Manager hathaway.mc@nhs.net
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Review titled Fantastic Staff and care
Rated 5 stars out of 5
by Linda Candy - Posted on 22 July 2022
I have recently been suffering from a mental health crisis and I cannot fault the care and understanding that the staff have shown me. When needed I have had appointments face to face and regular calls by phone. Their understanding and professionalism cannot be faulted a big thank you to them all. They must be under enormous pressure but nothing is too much in terms of reassurance and processing of prescriptions when needed. A big thank you to the wonderful staff.
Visited July 2022
Review titled Hathaway Surgery
Replied on 16 August 2022
Thank you so much for this very kind review Linda. we always try to go above and beyond for our patients and it's little comments like this that brighten up our day .