Nunwell Surgery - Ratings and reviews
Reviews
-
Review titled Bad service
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
They are just a big joke. They have failed and let me down with several issues and the reception staff are a total waste of space and are more interested in trying to find out what is wrong with you and how they can cure it without you talking to a doctor. If i wanted unqualified advice I would have went to Holland & Barrett and got some stinging nettle pills......... I took the advice of a senior consultant at wye valley hospital who advised me to write an email of concern to Nunwell about their failure in providing me with adequate service and information but after 3 emails I've had no reply but a friend told me the reception staff read them and either delete complaints or write a stupid reply. Anyway this review is a warning to Nunwell surgery that i will be putting in a full formal complaint to wye valley trust Hereford about your failure on several occasions to provide an adequate service and information
Visited February 2024
Review titled Nunwell Surgery
Replied on 20 February 2024
Dear Patient Thank you for your feedback. I am one of the Practice Managers and I am sorry to hear that you are unhappy with the service we have provided. With regards to the receptionists asking what was wrong with you, we now train all our receptionists to care coordinate patients to the most appropriate clinician and it is necessary for them to ask some initial questions to establish who would be most suited to deal with the presenting issue. I am sorry if you thought this was inappropriate but this is how we make best use of the clinical resources we have and is prescribed by NHS England and used widely in General Practice. You also mention that you have emailed several times with no response so if you would be happy to contact the practice or me to share details of this I can look into this further and ensure you receive a response. We always take feedback very seriously in order to improve our service. If you would like to make a formal complaint, please do ask reception who can provide you with details of the correct procedure in order to do this. If you would prefer to speak with myself or my colleague Penny Sheers please telephone 01885 483412. Vanessa Hargest Joint Practice Manager
-
Review titled Inconsistent
Rated 2 stars out of 5
by Anonymous - Posted on 31 August 2023
Lets start with some positives. At times I have had good service and the staff are generally pleasant. If it becomes a little complicated like you are referred to a specialist and then you request an update a month later, it's difficult to get answers. When you receive a reply from the specialist in the form of a letter and a week after that you still have not heard from the practice that is worrying. Then you phone the practice and you are told "I will pass the message on to the doctor" and you still hear nothing. Then you phone again and you are told doctor is busy but "I will pass a message under the door" and three days later you still hear nothing. You then begin to wonder if they really care. I understand that they are busy and you get this message to be courteous, etc. and of course that is correct. But courtesy and respect is a two way street. So it is unfair to rate a practice on only the bad things but the practice manager is to blame and needs to get a grip. The correct way to respond to reviews is not just to placate the complainant but to follow up and stipulate what action they have taken. Then to follow up again after a month or even two and see if the complainant's experience has changed. I used to diarise for 6 months later again and follow up again. That shows that you are concerned and you have taken action.
Visited August 2023
Review titled Nunwell Surgery
Replied on 04 September 2023
Dear patient, Thank you for your feedback. We are always very happy to look into any issues that arise regarding our service and would be very happy to do so if you would like to contact the practice managers and give us details regarding the difficulties you experienced. As you will be aware we record telephone calls and can also interrogate our clinical system to identify where things may have not gone as well as we would expect. We will then be able to feedback to you regarding any action taken and changes implemented. We continually try to improve the way we work and looking into issues such as those you mention will help to us to do this. Kind regards Joint Practice Managers
-
Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2022
More interested in quantity of patients seen than quality service. Phone line service is awful, ring dead on 8am and get second in queue. 20 minutes later when someone speaks to you they have no appointments left for today. How is that even possible? Want to book a routine non emergency appointment, well you can't they don't do them any more. Want to order medication from dispensary, well that's almost impossible. No phone line to order medication, only email or at the counter. No wonder people are flooding to online providers. Nurses have always been brilliant, kind and caring. Receptionist do what they can to help but struggle due to the lack of services available to them. You can go 10 times and see a different doctor every time, or end up with phone appointments from a company that's nothing to do with the surgery at the calls are farmed out. The building looks so run down on the outside and although they have painted the waiting area the tannoy type system rarely works. Overall avoid if you can.
Visited August 2022
Review titled Nunwell Surgery
Replied on 28 September 2022
Dear patient. Thank you for your feedback. I am one of the Practice managers and apologise that you have not been able to access the type of appointment you require. I would like to investigate further your comment regarding being second in the queue and when finally answered, no appointments were available. We always aim to have at least two doctors all day with appointments to see/speak with patients with issues requiring urgent attention on that day as well as an on-call team of one nurse practitioner or doctor and another doctor to triage any calls that are not able to be given an appointment immediately. Perhaps if you could let us have your details, we can look into what the issue was as we have a record of all incoming and outgoing calls including wait times and recordings of the calls. We have prioritised urgent care during August as we did have some clinical staffing issues – we did secure some locum doctors to work at the practice and also some remote locum sessions where doctors completed telephone consultations remotely. The locums are paid by the practice, are known to the practice and work directly for our practice. Our local federation Taurus, made up of all the practices in Herefordshire, also provided some remote/telephone consultations for our patients – I am not sure if this is what you refer to but they are directly linked with the surgery and all patients would be asked if they were happy to speak with one of these GPs before booking them. Taurus also provide our improved and extended access appointments at the surgery. There is always a fine balance between ensuring there is sufficient urgent care to ensure patients who need to be seen each day are able to access care, and also providing more routine care. We have however been fortunate to recruit a new partner to the practice who started in September and the rota now has a number of routine appointments available each week. The decision to move away from telephone ordering of medication was taken in 2020 in order to improve safety and also efficiency in dispensary and in line with most Herefordshire practices. There are a number of routes available to patients to order their medication which include the NHS App or Patient Access, by post, email to nunwell.dispensary@nhs.net, drop off at the surgery in the box at the front of the building 24/7. I hope one of these alternatives is convenient for you. We have had technical problems with the calling system but I was not aware this was still an issue and I will investigate this. We have a rolling plan for improvements to the practice and have replaced flooring in clinical and public areas and redecorated the entire interior over the last two years, completing the administration offices last week. Please do email Nunwell.admin@nhs.net or telephone 01885 483412 with your details if these responses do not fully answer your issues.