Mote - Ratings and reviews
Reviews
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Review titled Diary not open !
Rated 1 star out of 5
by Shirley Hills - Posted on 27 December 2023
Firstly I know NHS under great strain but do not feel lack of general curtesy something that shouldnt be given. Went to place an appointment and understood that I may not get until February, not an issue. But to be told that have to go back as diary not open and with such distainful look from receptionist a little too much. It dosnt cost anything to be pleasant to patients. Perhaps this why so many people take up the emergency appointments as they can see no other way of seeing a dr!
Visited December 2023
Review titled Mote
Replied on 12 April 2024
Dear Shirley Thank you for taking the time to write the review highlighting issues raised. I am sorry to read how you felt after visiting the surgery. I hope I can assure you this would not have been the intention of the staff member who assisted you. We do have a dedicated feedback email address kmicb.feedbackmote@nhs.net. Or, you can telephone, write or pop into the surgery where we will be happy to help. Kind regards, Patient Liaison. Mote Surgery
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Review titled Utterly frustrating contact experience !
Rated 1 star out of 5
by Kathy - Posted on 10 October 2023
To get an appointment is impossible, never get through on the phone, tried emailing several times, that is closed either to staff shortages or to many emails already. The last time I called in to make an appointment the receptionist was blunt and loud to the point of rudeness, made me feel so uncomfortable as I would never be rude to them.Whatever reason for not getting a response, there is no excuse for lack of kindness and care. I have no complaint about my Dr she is lovely when you can see her. I have decide to change surgeries, although they all have their problems my husbands one runs far better.
Visited September 2023
Review titled Mote
Replied on 11 October 2023
Dear Patient, Many thanks for providing your feedback. We are sorry you have felt the need to write this. The demand for appointments is at a level we have never seen before and there is around a 4 week wait for a routine appointment; this is generally the same (if not slightly better than) across General Practice. Our colleagues at neighbouring surgeries report that they are experiencing exactly the same challenges as we are, however we are making best use of the limited resources we have. Despite the pressures we are facing, we remain open to new patients; as we aren’t permitted by our commissioners to close our list as and when it suits us. We appreciate that call waiting times are extremely high which causes inconvenience for patients especially those who are working. We are promoting the use of AccuRx Consult Service for appointments/prescription/admin requests in the hope of freeing up the phone lines for those who actually need an urgent on the day appointment. Our staff deal with around 1000 telephone calls each day and they are working as fast as they can. We are sorry you had reason to complain however we hope the above has addressed your concerns. We do have a complaints/feedback process should you wish to discuss this further. You can contact us via patient.g82076@nhs.net
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
Takes weeks to get an appointment, they have a new improved phone system yet can’t ever get through and when you do your told no more appointments. Then your left in the waiting room for hours after your actual appointment time. One of the receptionist are extremely rude i have no changed surgeries which is a shame cos my actual doctor was great when u ever got to see her.
Visited April 2023
Review titled Mote
Replied on 11 April 2023
Dear Anonymous, Many thanks for providing your feedback. The demand for appointments is at a level we have never seen before and there is around a 4 week wait for a routine appointment; this is generally the same (if not slightly better than) across General Practice. Our colleagues at neighbouring surgeries report that they are experiencing exactly the same challenges as we are, however we are making best use of the limited resources we have. Despite the pressures we are facing, we remain open to new patients; as we aren’t permitted by our commissioners to close our list as and when it suits us. We appreciate that call waiting times are extremely high which causes inconvenience for patients especially those who are working. We are promoting the use of Engage Consult Service for prescription/admin requests in the hope of freeing up the phone lines for those who actually need an appointment. Our staff deal with around 1000 telephone calls each day and they are working as fast as they can. We are sorry you had reason to complain however we hope the above has addressed your concerns. We do have a complaints/feedback process should you wish to discuss this further. You can contact us via patient.g82076@nhs.net Kind regards Deputy Practice Manager
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Review titled Appointment schedule
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
Why is this practise taking on new patients yet it takes over a month for an appointment surely to many patients now!!!! Just for a,call back is 4 weeks, trying to talk to someone in reception takes over an hour.
Visited March 2023
Review titled Mote
Replied on 07 March 2023
Dear Patient, Many thanks for providing your feedback. The demand for appointments is at a level we have never seen before and there is around a 4 week wait for a routine appointment; this is generally the same (if not slightly better than) across General Practice. Our colleagues at neighbouring surgeries report that they are experiencing exactly the same challenges as we are, however we are making best use of the limited resources we have. Despite the pressures we are facing, we remain open to new patients; as we aren’t permitted by our commissioners to close our list as and when it suits us. We appreciate that call waiting times are extremely high which causes inconvenience for patients especially those who are working. We are promoting the use of Engage Consult Service for prescription/admin requests in the hope of freeing up the phone lines for those who actually need an appointment. Our staff deal with around 1000 telephone calls each day and they are working as fast as they can. We are sorry you had reason to complain however we hope the above has addressed your concerns. We do have a complaints/feedback process should you wish to discuss this further. You can contact us via patient.g82076@nhs.net Mrs Sharon Chapman Deputy Practice Manager
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Review titled Wonderful receptionists and Dr's
Rated 5 stars out of 5
by Karen Pollard - Posted on 05 May 2022
I am on holiday in Greece and forgot my life saving medication. I called the Dr's surgery who emailed me the answers to the questions that the Dr in Greece asked due to my condition being very rare and I have now managed to get the medication I needed. The surgery does not get enough credit.
Visited May 2022
Review titled Mote
Replied on 12 April 2024
Dear Karen Pollard, Thank you for taking the time to write the review. The feedback is much appreciated and I am pleased to read of how we were able to assist you in receiving the healthcare you needed whilst on holiday in Greece. I hope you enjoyed your holiday. Kind Regards, Patient Liaison. Mote Surgery