Oakley Health Group - Yateley Medical Centre - Ratings and reviews
Reviews
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Review titled Using nhs app
Rated 4 stars out of 5
by Penny - Posted on 15 April 2024
I am full time carer for my husband and on the whole very happy with the care from the practice. My one frustration is trying to book his hormone injection for prostate cancer treatment. This needs a nurse to administer and must be at 3 monthly intervals When I try to book at reception there are often either no appointments released or none available on the day required. Please can you consider putting this option into the nhs app. If he needs a blood test I can do that on the app easily but I am constantly having to ring or call in at surgery to see if an appointment is available for his injection.
Visited April 2024
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 18 April 2024
Dear Penny Thank you for your feedback. We are looking in to this to see if there is a way that we can help you. If we were to add general nurse appointments to the NHS App they would be booked up immediately & you would have the same problem as you currently have in trying to get the specific appointments you need. In general we have the next 6 weeks' appointments available to book, so if you call 6 weeks ahead of the date required, we should be able to book it for you.
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Review titled Poor service.
Rated 2 stars out of 5
by Anonymous - Posted on 29 April 2024
My wife has been getting dizzy spells and have been told her appointment would be a month time . We were told to call 111. They say see a doctor. What a jock.
Visited April 2024
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 30 April 2024
I am sorry that you are upset with the Oakley Health Group & the long wait for an appointment. As I do not know the circumstances, I cannot advise you of whether this was the correct outcome or not. However, if your wife still needs to see a clinician or her symptoms have worsened, please contact the surgery again via Anima.
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Review titled Awful service. Total joke of a practice.
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2024
I have made an e consult today and had an appointment made......what a joke. A phone call from a doctor not even a face to face appointment on the 8th May that's 6 to 7 weeks away. Then I know I will be asked to come in for an appointment. This practise has gone to pot big time. The waiting time and service is totally awful. Rude members of staff on the front desk in person and on the phone. We now know why local A&E is so busy because people go there so they can get seen quicker. What on earth do we pay Taxes and NI for????????
Visited March 2024
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 28 March 2024
Thank you for your feedback, I am sorry to hear that you are disappointed by the service you have received by the Oakley Health Group. All Anima medical requests are triaged by a GP & as such a doctor has decided that your request warrants a routine telephone appointment. If your symptoms worsen, then please submit a new request updating the surgery. Before resorting to A&E (which should only be used for critical illness & serious injury), patients should try the following, self-medication, pharmacist – they are able to treat many minor ailments, minor injury/walk-in/treatment centres & NHS111. We constantly review the receptionists behaviour via recorded telephone calls & patient feedback, please be assured that in the main they treat the patients courteously, professionally & empathetically.
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Review titled Excellent practice
Rated 5 stars out of 5
by Ellen - Posted on 08 February 2024
Once again I received outstanding care from this practice. I used the online referral system and within a short time today received a phone call from the Dr who listened carefully and addressed my concerns.
Visited February 2024
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 19 February 2024
Dear Ellen, Thank you for your positive feedback, we really appreciate receiving kind reviews. I am pleased to see that our Anima online consultation tool is providing the most effective way of getting the service you need.
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Review titled Extremely poor service!
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2024
With extreme dizziness and nausea, unable to partake in daily tasks as a single parent, I needed GP input… 4days into worsened symptoms I was offered an appt on day 5. Now with suspected ear infection - have resorted to home remedies! Can’t ph, everything must be sent via “anima” online, call to chase - closed for “staff training”! Preposterous service!!!
Visited February 2024
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 21 February 2024
Thank you for your feedback, I am sorry that you are unhappy with having to use the Anima online consultation tool & then not being able to contact the surgery as we were closed for training. All Anima medical requests are triaged by a GP & their decision was to book the appointment for you for day 5. Our training sessions are allocated by the Frimley ICB & are used to ensure that all of the employees at the practice are up to date on essential training. I hope that you were able to come to the appointment that was booked for you & you are feeling better now.
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Review titled No choice
Rated 1 star out of 5
by Anonymous - Posted on 04 February 2024
I do not think that your public statements match the service you provide. You offer a newsletter that is full of hurtful inaccuracies. Your latest one talks about eating disorders however when I had bulimia your Drs advise was “eat more”! Nothing else, it was dismissed with “eat more”! I was not sure wether this is the usual advise or if it was because I am not female. Anyway I have chronic abdominal pain because of this and I wish the eat more advise was easier to follow however ask anyone with an eating disorder and they will tell you it’s not that easy. I think you would benefit if you listen more to your patients and see what is failing individuals and then address these because the service just seems cold and very uncaring, like a conveyer belt. Your patients are not really an inconvenience are they? And if someone tells you that you have got it wrong you must listen because I am hearing of people being told to leave the practice just because they complain. The recent survey was clearly cherry picked so you must be very well aware of how you treat people. One thing that is highly detrimental is that this practice answers only to itself, you can not respond by going elsewhere because no other doctor practices takes out of area patients so this gives them licence to do what thou wilt. It would be nice to have a community health centre that actually helped and were nice about it. This can be difficult but it is doable and the first steps would be making it easier for patients to go elsewhere because when the figures start to fall sadly to say that is usually when things start to improve. One thing I can not get my head around is how my cats get better healthcare at Firgrove Veterinary Centre that people do at Oakley.
Visited February 2024
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 08 February 2024
Thank you for your feedback. I am sorry that you are so upset about the Oakley Health Group & the services we provide. Our monthly newsletter includes articles that are intended to help patients to find the resources to help them with their health problems. The articles in it have been sourced from NHS approved websites & charities who have been established to provide help for patients & their families who may not have known that they exist. I am certain that by clicking on the link from our newsletter to the National Eating Disorders Awareness Week, you may find some resources that may be very beneficial to you. I cannot comment on the advice you were given by a healthcare provider at the surgery as I am unable to review the case. We certainly do not view our patients as an inconvenience, as a GP surgery, the sole purpose we exist is to care for our patients. We value all the feedback & complaints that we receive & would not deduct a patient from our patient list for making a complaint. All feedback & complaints are reviewed monthly & significant trends are discussed. From this meeting we can develop ways to improve the practice.
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Review titled Great practice but Anima system is awful.
Rated 5 stars out of 5
by Anonymous - Posted on 25 January 2024
The doctors at this practice are brilliant. Unfortunately the Anima system, although bringing some benefits is deeply flawed. Making an appointment and communicating with staff has become long-winded, overly complicated, time consuming and illogical. Please allow people to book an appointment over the phone if they want to.
Visited January 2024
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 26 January 2024
Thank you for your 5 * feedback & your kind words regarding the doctors at the Oakley Health Group. I am sorry that you are unhappy with the Anima online communication tool. All medical requests are triaged by a GP & they decide on the next steps for the patient, this is not always an appointment with a GP. Receptionists no longer make GP appointments for patients unless the GP has read the Anima request & decided one is needed. Either the GP will send a link to the patient to book, or the receptionist will contact the patient to book over the phone.
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Review titled Not happy
Rated 1 star out of 5
by Gavin hope - Posted on 25 August 2023
Asked for a blood test for prostate cancer, after trying to book me in for something else I didn’t ask for, booked me for a health check alongside the blood test, because I didn’t fill in a questionnaire for the health check, which I didn’t ask for,my appointment was cancelled on the day, has left me with stress and worry.
Visited August 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 30 August 2023
Thank you for your feedback. I am sorry that you were left stressed & worried because your appointment was cancelled. You were booked in for both a blood test appointment that you requested & an NHS healthcheck appointment at the GP request. As you did not fill in the healthcare questionnaire, your NHS healthcheck appointment was cancelled. However, your blood test appointment on the 16th August was not cancelled & unfortunately you did not attend. I can see that a new appointment has been made for the 7th September for your blood test.
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Review titled Happy patient
Rated 5 stars out of 5
by Anonymous - Posted on 23 August 2023
Unusually for me, I have recently needed medical help, and have, at every stage been impressed. Had contact with receptionists, pharmacy team, nurse practitioners & GPs via phone, F2F & Anima. Each & every time, I have been met with prompt, clear, concise, informed staff, who listen, are polite and advise concisely. In my experience this surgery is providing excellent triaging and an efficient, kind & professional service
Visited August 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 25 August 2023
Thank you for taking the time to leave your glowing review. We really appreciate reading positive reviews as it really makes a difference to staff morale. I will make sure that your kind words are passed on to every member of the Oakley Health Group Team.
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Review titled System not fit for purpose
Rated 2 stars out of 5
by Anonymous - Posted on 17 August 2023
I used Anima once, response was not helpful and had ignored the need for help with pain .. had to call to obtain pain relief meds. 2nd time, Anima was completed for me.. it had many inaccuracies and statements I had not made. 3rd time, trying to obtain help... the only way they will consider responding is from an Anima report. This system is not fit for purpose.. and not helping patients, even if the practice thinks it works. I am technology literate, it's the system which is unhelpful.
Visited August 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 21 August 2023
Thank you for your feedback, we are sorry to hear about your frustrations regarding our new online system, Anima. Every medical request that is submitted via Anima is reviewed by a GP who will determine the next steps for the patient, that may be to book a face to face appointment, send the request to the patient’s usual GP, issue a prescription or write a referral. We are sorry you do not feel the correct decisions were made in your case. Please be assured that we are listening to our patients & working with Anima to make changes where necessary.