Hathaway Surgery
Middlefield Road, Chippenham, Wiltshire, SN14 6GTContact details and opening times
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Reviews
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Review titled Great Care
Rated 5 stars out of 5
by S Mercer - Posted on 06 April 2025
I would just like to say what fantastic care I have received at your surgery over the past few weeks and in particular on Thursday 3rd April. I’m not allowed to mention this lady by name but she has shown me nothing but kindness, patience and respect all while maintaining total professionalism. This lady is passionate about women’s health and wellbeing and is an asset to your surgery I have been very impressed by my experience at your surgery All the staff are absolutely lovely Thankyou very much - SM
Visited April 2025
Review titled Hathaway Surgery
Replied on 07 April 2025
Dear Patient, what a wonderful review to read today, thank you so much for taking the time to feedback. I have forwarded your comments to all Hathaway staff, as this really does boost morale in a sometimes challenging environment. We really do try our hardest to make the patient experience a positive one. Thank you again. Wendy Mant Practice Manager.
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Review titled Can never get an appointment
Rated 1 star out of 5
by Lindsey Phillips - Posted on 08 May 2025
Days and days of trying to get an appointment on the app, all the dates are full, trying every day for weeks at 9 am and unsuccessful. It’s not a system that works.
Visited March 2025
Review titled Hathaway Surgery
Replied on 12 May 2025
Dear Mrs Phillips, many thanks for your feedback. My name is Wendy Mant and I'm the Managing Partner here, I read and investigate all the feedback we receive to try and improve our service. We apologise that you've not been able to make an appointment via the booking link you were sent, however you mention that you have been trying for weeks, the link is only valid for 1 week. We then would advise patients to call us back to discuss the expired link and then we can look at either booking you in, or sending another link, I cannot see that you have followed this up at all, or sent in another triage form. You also mention that it's not a system that works, however I can see that you have used the triage system previously this year and have received call backs within hours, and we've also sent you booking links that have allowed you to book within a day, so I hope you would agree that it does work. I would recommend that you call the surgery to discuss your expired booking link and we will be able to help. We do maximise all our appointments on the clinical system, however capacity is an issue for GP surgeries, with the increase in population combined with an increase in demand it puts a huge amount of pressure on the system. Many thanks Wendy Mant - Practice Manager.
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Review titled Supportive Friendly Reception Staff
Rated 4 stars out of 5
by Anonymous - Posted on 10 March 2025
I would just like to thank the two very supportive and kind reception staff who helped me a few weeks ago on a Thursday afternoon. The lady I saw, who is always so helpful and also able to sign BSL was patient, friendly and very supportive of my needs. Thank you for your ongoing support and making the process so much easier.
Visited March 2025
Review titled Hathaway Surgery
Replied on 10 March 2025
Dear patient, thank you so much for taking the time to write such a lovely review of the reception staff. As you can imagine, their role at times can be difficult, so to know that they were able to help in such a proactive way is wonderful to hear. I will pass your review back to the team, thank you again. Wendy Mant - Practice Manager.
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Review titled Excellent surgery
Rated 5 stars out of 5
by Anonymous - Posted on 10 March 2025
I used the online triage form which worked well and I was asked to book an appointment. As the message said I checked each day and after 3 days there were appointments I could book. The GP I saw was excellent. He was patient and kind, and took the time to listen to me. The Receptionist who chaperoned was also very friendly and put me at ease. I have always been happy with this surgery, and appreciate how kind everyone is despite the pressure you are under.
Visited March 2025
Review titled Hathaway Surgery
Replied on 10 March 2025
Dear patient, thank you for your wonderful feedback of our service. As you say, General Practice is under huge pressure at present, so to know that the staff have put you at ease, as well as having a positive experience with the appointment booking system is lovely to hear. I will forward your review onto the staff involved, as this feedback has a huge impact on staff morale. Thank you again for taking the time to write. Wendy Mant - Practice Manager.
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Review titled Great staff
Rated 5 stars out of 5
by Mark - Posted on 16 April 2025
I have been happy with my experience at Hathaway Medical Centre. Although I can’t mention her by name, I have found one of the female doctors to be one of the most supportive and helpful that I have ever dealt with. I have recently needed treatment for another condition and this case one of reception staff, a younger person , was incredibly helpful and manged to arrange an ad hoc appointment with a Dr on the spot. Even though I was not his patient he also went out of his way to help me. This good care was followed up when I had a blood test, again the lady went out of her way to help in answering my questions. The only difficulties that I have had is using the online booking system which is not particularly user friendly and imagine causes a lot of problems, I imagine particularly for older patients. I think that it would be much better for both patients and staff if the surgery went back to making appointments via the reception desk. A someone who also work in the NHS, it is great to good patient care, and I feel this is the best surgery that I have used over the years.
Visited March 2025
Review titled Hathaway Surgery
Replied on 16 April 2025
Dear Mark, thanks so much for your positive feedback and I'm glad that the staff here at Hathaway have given you great care and support. Thanks also for the feedback about the triage system, I appreciate this doesn't suit everyone, however we feel it's a great improvement on the previous phone call system, where the appointments were all gone after 8.15am and the phone lines were always jammed. This is also part of the NHS digital transformation strategy. We are always looking at ways to try and improve our service and I will share your comments with the other partners too, to see if there's anything further we can do about accessibility. Thanks again Wendy Mant Practice Manager.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 06 February 2025
I just want to say that the service I received today at Hathaway was superb. I've recently moved to the area and Hathaway are hands down better than my last surgery. The booking link sent to me last week worked within 2 days of trying it and I booked an appointment effortlessly from work. I was seen promptly and received wonderful care and advice from the doctor. I'm glad I chose to register here, thank you.
Visited February 2025
Review titled Hathaway Surgery
Replied on 07 February 2025
Dear patient, many thanks for your positive review. I'm glad we were able to help and that you found the remote booking experience easy to navigate too. I have fed back your views to all Hathaway staff. Kind regards Wendy Mant Practice Manager.
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Review titled Not Great
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2024
I received a voice message from the Surgery today to make an appointment. I managed to ring them back at around 4pm - 4.15pm when I could leave my class. After spending time on the phone the Lady insisted that the appointment had to be for today. I explained I work in education and only finish work at 6pm. After speaking with my manager The appointment was booked for 6.10pm. I explained that I would have to rely on public transport back to Chippenham from Bath, and may be a few minutes late. I actually caught a taxi back to Chippenham to try and make the appointment. The lady on the phone was aware I might not be dead on time. She said she would make a note of it on my records. I was 2 minutes late when I entered the surgery. The Lady on the desk then said the Practitioner would not see me as I was late. I am not happy. I had to pay for a taxi to get there at the Surgeries request. When I tried to tell the lady on the desk the appointment was at the surgeries request she started talking over me.
Visited December 2024
Review titled Hathaway Surgery
Replied on 05 December 2024
Dear patient many thanks for your feedback which I have fed back to the relevant teams. I'm so glad we were able to book you in to be seen on the day for your clinical issue. From our audit system I can see that you were 6 minutes late for your appointment, unfortunately it was not possible to facilitate a safe and effective consultation in the time left for the clinician, this is why you would not have been seen. Kind regards Wendy Mant Practice Manager
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Review titled Exceptional reception staff
Rated 5 stars out of 5
by Sarah-jayne Pike - Posted on 30 December 2024
I have had to have support with various requests which I have put upon the reception staff. I felt compelled to write this review due to two exceptional front of house staff members. Two wonderful, empathetic and patient women were so incredibly helpful to me, on several occasions in the past couple of months; they went out of their way, and stayed beyond their working day, to help get urgent prescriptions signed for me on one occasion in particular. It is reassuring to know that staff will be as supportive as they can be, whilst it can be sometimes difficult to see a doctor or the appropriate doctor for me. What an example to other receptionist these two women are.
Visited December 2024
Review titled Hathaway Surgery
Replied on 06 January 2025
Dear Mrs Pike, thank you so much for taking the time to write such lovely feedback. I have forwarded your review to the whole team. Kind regards Wendy Mant Practice Manager.
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Review titled Re: Medication Requests : Suggested improvements
Rated 4 stars out of 5
by Allan Moore - Posted on 09 December 2024
I used the SystmOnline “Request Medication” form's “Medication request notes” field to make the following request 02/12/24: “Please arrange for me to be able to order my repeat medication before 09/12/24 -I'm going away xx/xx/xx” (Ref: systmonline -> 2 ->Medication) This was confirmed by the web site thus: “A request was sent to the practice to prescribe the following items on 02 Dec 202421:11” I checked the “Request Medication” form every day but the earliest that I could request medication was unchanged and still set as 09/12/24 Aside from the initial confirmation of my request 02/12/24 I heard no more as to whether or not my request had been actioned. I have today (09/12/24) requested my repeat medication. At the same time, I have now discovered the following note on my medical records 04/12/24: “Amended issues to allow patient to order on 09/12 as requested” This is not what I requested. Fortunately, this shouldn't give rise to any issues, but being near to Christmas it would have been better if my request had been actioned correctly. Going forward: It would have been better if I had been informed (by email/text for example) that my request had been actioned and a short description of what action had been taken e.g. “The issue date for your repeat medication has been changed to 04/12/24” It would have been better if my medical record had included the essence of my request e.g. 4/12/24: “02/12/24 Patient requested issue date be brought forward from 09/12/24. Amended issues to allow patient to order from 04/12” Whereas mistakes will occur in any busy organisation, there is always room for improvement. In this case the issues are: Attention to detail Effective communication
Visited December 2024
Review titled Hathaway Surgery
Replied on 09 December 2024
Dear Mr Moore, many thanks for your feedback. I would like to stress that we ask for a minimum of 5 working days to process repeat medications. You gave us 4 working days to process your request, which also needed to be authorised by a Dr, as you had only had a previous full repeat prescription the Monday before. We amended your medications on the 4th December (2 working days) for the request to be processed on the 9th as you requested. Your exact email states “Please arrange for me to be able to order my repeat medication before 09/12/24 - I'm going away”. I would emphasise the part where it says “for me to be able to order”. Therefore, we processed the request on the 4th for it to be ordered by you on the 9th. I would stress that we did exactly what you asked us to do and within 2 working days. I can see that you have requested your medication today and I have just processed this to be sent to the pharmacy. I would also highlight that medical records are not a conduit for communication between the surgery and the patient, they still very much remain a clinical record for clinicians, and I can clearly see your request, what was written and when it was sent in. We process on average 500 prescriptions a day at Hathaway, as you can imagine at this very busy time of year, we do not have capacity to message or email every patient whose medications we issue, although we are looking into an artificial intelligence option that may be able to do this for us in the future. I completely agree there is always room for improvement, however in this case we carried out your instructions to the letter, within 2 working days, and your medications were issued today (the 9th) as per your original request. Kind regards Wendy Mant Practice Manager.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 19 November 2024
10 year old Daughter has had tonsillitis 3 times in the last year. Gp advised at last consultation that if symptoms flared up again to request a telephone appointment and send in photos. Tried going online to request appointment at 9am this morning but message said at capacity for the day. Called and was told had to be a face to face appointment despite previous advice from GP. Was offered an appointment late afternoon. Due to traffic arrived 2 minutes late which completely understand is not surgery's fault but was told by reception that appointment was already marked as Did Not Attend and that GP had taken in next patient. I explained I was happy to wait until that patient had finished and then see them but told this wasn't possible? Not sure why given the GP would have had an 8 minute gap given next patient was seen in our time slot. Receptionist was adamant and despite appointment was for a poorly child and ideally we needed anti biotics that evening was told to call back next day. No hint of empathy from receptionist. She just advised " you should have made the effort to be here". Gps often over run on their appointments which is completely understandable but to be 2 minutes last and effectively delay a poorly child their anti biotics by 24 hours is totally unacceptable. I know being a GP receptionist is hard work and the public can be difficult to deal with at times. But to see a poorly child, show no empathy whatsoever and not even do anything to try and help is just wrong.
Visited November 2024
Review titled Hathaway Surgery
Replied on 20 November 2024
Dear Anonymous, thank you for the feedback and we apologise if you feel that you were let down by the system. I can see from the audit trail on the appointment that it was marked as did not attend after 6 mins, this would have left 4 minutes for the clinician to consult, diagnose and write up the notes, which sadly isn't enough time to be a safe consultation. Sadly if numerous patients are late, the clinician has a cumulative time deficit and the last patients are then the ones that bare the brunt of this, which isn't fair, therefore it's not always possible to see late patients for this reason. We also have a late arrival policy, which has recently been updated due to frequent late attended or missed appointments, the clinician was working to this. I can see that you were rebooked into the 8am slot this morning and have since been seen. I will discuss you point about empathy with the reception team, I will also forward your comments to them, so that can learn from this. Again, thank you for your feedback. Kind regards Wendy Mant (Practice Manager).