Oakenhall Medical Pract - Ratings and reviews
Reviews
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Review titled No choice but to register elsewhere
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2024
Firstly, my ADHD referral and diagnosis was delayed by over a year because of lost documents that I carefully took the time to prepare and hand in physically to the reception. I called multiple times to check on the status over a period of 12 months only to be eventually informed that they'd lost my documents and I'd have to hand some more in again. I did not have back ups of many of these so had to fill them out by hand again. This was incredibly frustrating and stressful to deal with at the time and caused an unnecessary delay to me seeking the diagnosis I have now received and the medication I need. When the reception eventually informed me they'd lost my documents, I was booked in to see another doctor. I found them condescending, informing me that right to choose service I was in contact with would "even diagnose me with ADHD if I went through the process" and trying to talk me out of it by telling me I'll just be putting my heart at risk by taking medication, seemingly not taking into account the tremendous distress and frustration I was in as a result of my needs not being met, which in turn was heightening the effects of my condition. My repeat prescription for Omeprazole I would regularly order using the NHS app, but not been able to access since November. I tried using the online services only to get a text saying I need to ring them at 8am. I phoned them on my lunch break and was told I need to write my name, date of birth and medication and drop it in to the surgery to get my repeat prescription released. This seems archaic when I've got the NHS app in my hand. Today, after months of not being able to access Omeprazole and not being offered the facility for a medication review to release my repeat prescription, I called to see my Dr as I've had to now take two days off work due to very bad reflux, stomach cramps and diarrhea. After trying to get though to the reception from 7.57 (dialling constantly), I finally got through on the phone to reception at 8.17 (prior to this just the same automated message saying they can't take my call) only to be made to wait in a queue (starting in 10th position) until almost half past and then when eventually getting through I was told there's nothing they can do as all the appointments are gone and I need to call again at 8am or call 111. I informed them I have been on the phone since before 8am trying, I am on probation at work and losing a day's pay, as well as putting my job at risk by being off to see a doctor and I was not offered the chance to book a future appointment or any other solution, other than to try at 8am in the morning or ring 111. I have no faith that I will be able to reach my doctor through the current systems and processes, and less faith that my conditions will be taken seriously should I win the medical lottery and get an appointment by ringing at 8am. As a result today I've felt I've no other option than to register at a different GP surgery.
Visited March 2024
Review titled Oakenhall Medical Pract
Replied on 14 March 2024
Dear Patient Thank you for taking the time to provide Oakenhall Medical Practice with your feedback. Oakenhall Medical Practice is sorry to hear of your concern in the respect of services provided by the practice. Please contact me on 0115 9633511 so I can investigate your concerns further. We are currently experiencing a high demand by our practice patients to deliver care service. I am sorry to hear that we had reached capacity when you rang. We dedicate all available reception staff (and managers when exceptionally busy) to answer the telephones at 8am in the morning to manage the high volume of telephone calls we receive from patients. The practice is currently changing the present telephone system to one that provides additional functions including integrating with the patient computer system, allows the patient to check or cancel an appointment without waiting to speak to a receptionist, automatic patient identification and patient call back technology that allows patients to virtually hold their place in the queue. We expect to have the new telephone system in place by the end of June 2024. We hope this will provide an improved patient experience. We offer a 48 hour (Monday – Friday) repeat prescription requesting service, where patients can order in writing by person (using our 24 hour/365 day available secure letter box), post and using the practice online services or online consultation service through the practice based website (www.oakenhallmedialpractice.co.uk), or via the NHS APP. There are times, that a prescription may not be available to order, when a medication review is due or essential monitoring is recommended in line with the National Institute of Clinical Excellence guidelines to ensure it is safe to continue to prescribe. The practice based online services or online consultation methods, do allow the patient to continue to order a medication electronically. For any patient who needs assistance with the NHS APP, the practice now has an NHS Helpdesk (the Digital and Social Inclusion Coordinator in in attendance) every fourth Monday in the month between 10am – 2pm and this is located in the practice waiting room. The NHS APP Helpdesk is next in practice is on the 25th of March 2024. The practice also has a pharmacy Technician who can assist on most days of the week with more complex prescription issues that the reception team have been unable to assist with and we are happy to arrange the telephone contact. The Reception Manager is also available to speak to in a morning. The practice will discuss your comments with the Practice Team, for shared learning in the next practice team meeting. Kind regards Lisa Ellison Practice Manager
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Review titled What waiting List?
Rated 5 stars out of 5
by Anonymous - Posted on 11 July 2023
I have been unfortunate to have required the services of Oakenhall on numerous occasions this year. I have seen on the media the apparent waiting times experienced by patients from practices in England. Well. How fortunate we patients at Oakenhall are! This year alone, it has been necessary for me to be seen by a GP on numerous occasions. Never have I had to wait to be seen by a GP!! I have been able to be assessed by knowledgeable, trained staff on the phone, and an appointment with a GP the very same day. I have never needed to wait for an appointment for another day. Yes. The appointment time is short. But better an appointment than none at all! Thank You Oakenhall Doctors and Staff.
Visited July 2023
Review titled Oakenhall Medical Pract
Replied on 08 January 2024
Thank you for your kind comments, these have been passed to the staff members concerned. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Lisa Ellison (Practice Manager)
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Review titled bad information
Rated 2 stars out of 5
by Diane wright - Posted on 13 July 2023
mum of 87 registered with surgery 4 weeks ago approx. visited the surgery monday as came out in a rash, was told notes not yet transfered over, so will not be able to see anyone, when mum asked for help she was told by reception to go down to the walkin centre at London road, and to get a taxi. when mum asked if there was anywhere else to go for help, ie pharmacy the receptionist said she had no idea, bearing in mind there is a pharmacy across the road, or mum could find own nurse to help her. In the queue was a community nurse who was shaking her head in dissussed. I work in a GP surgery and our receptionist would never ask an 87 year old to defend for themselves or travel all the way to London road.I think your surgery needs some training on care in the community and compassion, and to source out the pharmacies around them as most patients are now redirected to them a lot more.
Visited July 2023
Review titled Oakenhall Medical Pract
Replied on 08 January 2024
Dear Ms Wright Thank you for your comments, I am sorry you were dissatisfied with the service you received. To enable me to look into this further would you please contact Lisa Ellison (Practice Manager) or Nicola Thring (Reception Manager) on 0115 5933511. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Lisa Ellison Practice Manager
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Review titled Not for me
Rated 1 star out of 5
by Susan Margaret Hamilton - Posted on 12 July 2022
A tired dingy practice with at least one very abrupt and rude doctor who gave a personal opinion rather than a professional one, the waiting room is covered in a plastic corrugated roof which is filthy and let's in no sun, the receptionist is nice and polite but that is pretty much it for me. Not the best or nicest place. I left and you do have choices. I am now with another Hucknall practice who I would rate as a five star practice. I suppose it's horses for courses but Oakenhall is not for me, far too many negatives. And trying to reach them by phone is terrible, once you eventually do, there are no appointments left for that day and they suggest you try the whole fiasco again the next morning. A no from me!
Visited May 2022
Review titled Oakenhall Medical Pract
Replied on 28 July 2022
Dear Patient Thank you for taking the time to provide Oakenhall Medical Practice with your feedback. Oakenhall Medical Practice is sorry to hear of your concern in the respect of services provided by the practice and decoration. We are currently experiencing a high demand by our practice patients to deliver care services. In the last four weeks, the practice delivered 2354 appointments to our patient of those 1,151 were provided the same day. I am sorry to hear that we had reached capacity when you rang. We do offer a range of alternative support to our patients, including our excellent Community Pharmacies, who are also available to assist patients with advice and recommend over counter treatments where appropriate. We also have provisions available for those patients requiring emergency care. We dedicate all available reception staff (and managers when exceptionally busy) to answer the telephones at 8am in the morning to manage the high volume of telephone calls we receive from patients. The practice continually maintains the building and we have been undertaking decorating of the building in the last 18 months on a room-by-room basis. Oakenhall Medical Practice does have plans to move to a purpose-built Health Centre in Hucknall, and we are hoping that approval will be granted for this in the foreseeable future, which is why major construction to change the patient waiting room roof and the disruption to our present surgery services is not being considered at this moment in time. In the meantime, we take the opportunity to bring a bit of festivity to the waiting room; We recently celebrated the Queen’s Jubilee in practice with bunting and balloons. I will discuss your comments with the Practice Team and within the next Patient Participation Group meeting together with the positive comments that we have recently received, thanking us for our care, these are received by telephone, Friends and Family Test and in particular social media comments have highlighted, as you have, the good customer care provided by the Receptionist Team. If you would like me to assist you further, please contact the practice on Telephone Number 0115 963 3511. Kind regards Lisa Ellison Practice Manager