Oakley Health Group - Yateley Medical Centre - Ratings and reviews
Reviews
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Review titled Inadequate Receptionist
Rated 2 stars out of 5
by Unhappy Customer - Posted on 22 August 2023
I visited a Orthopaedic Practitioner at the surgery after being sent to A&E with severe back pain. The consultant at A&E directed me to have an MRI & I received a cancellation the next day. Perfect…. No results were received for several weeks, hence the Ortho app. It was deemed I should see a pain management specialist, none available on the NHS so private booked. I noted on patient access that it seemed this app had been refused. On calling our surgery I was directed to complete the infamous Anima form, although good old fashioned common sense would suggest a quick message to the person who had booked the app would sort this out. The reply from my GP on the back of the Anima form was for me to re-book to visit the Ortho Practitioner the earliest date being 4 weeks later. I then spoke to reception again and was informed if I was unhappy I should complete another Anima form or complete a complaint form. I suggested a quick message would sort this out 1.5 hours later after being hung up on it was agreed this could be done. The absolute sheer waste of patient/reception time this system is causing beggars belief. Surely we can give staff more credit to find a way to help rather than hinder a situation. The frustration this form filling is causing is absolutely ridiculous. Please please please review this unworkable system you have put in place. Apologies for the lengthy explanation.
Visited August 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 25 August 2023
Thank you for your feedback, I am sorry to hear that you feel frustrated with our new Anima online system. Our Medical Administration Manager spoke to you on the 22nd August & confirmed that in your case, the receptionists could have sent a message to the secretarial team rather than ask you to fill out a new Anima request. Your case has been passed on to the Patient Services Manager to use it for training purposes. Thankfully your appointment with the Pain Management Team was not cancelled & you will be able to see them shortly.
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Review titled Trying to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 12 July 2023
I am horrified that your surgery will not now allow anyone to try to get an appointment with a doctor by visiting the surgery in person, or on the phone, but to only be given access to an appointment if they are able to negotiate this anima system. I have tried and, although I am fairly computer literate, was unable to negotiate my way through. I think it is absolutely appalling that elderly people who are unable to manage it or do not have a computer, are now denied medical care through their GP practice. Is the practice just trying to cut down the numbers of their patients that are likely to need them the most often? Why must it be necessary as we reach the 75th anniversary of the NHS which promised free care at the point of delivery, that we are now unable to access this apart from, I imagine, A and E, you have made a nonsense of it! It scares me rigid, not only because I live with a life threatening condition but because there must be many people like me who are not technology whizz kids but still need to see a doctor from time to time. Where do we go from here?
Visited July 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 13 July 2023
We are sorry to hear about your frustrations regarding our new online system, Anima. Please be assured that we are listening to our patients & working with Anima to make changes where necessary. Any patient who is not able to use online services can speak to a receptionist who will ask them the same questions as the online form which will then be submitted alongside all the other Anima requests. If you would like some help with Anima, please feel free to attend one of our Drop-in clinics on Tuesday 18th July & Thursday 20th July from 11am-12pm & 6pm-7pm
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Review titled Unable
Rated 3 stars out of 5
by Una Hanson - Posted on 05 July 2023
Have tried to access the new appointment system with no luck. Receptionist unable to book appointment as well. Message sent with password, computer say unrecognised!!
Visited July 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 06 July 2023
Dear Una Thank you for your feedback, I am sorry you are having trouble accessing our new online system. Please contact - support@animahealth.com - so they can reset your password. Like most new systems, we have had a few teething problems as patients and staff get to grips with the change, but we are confident it will make accessing the care you need quicker and easier.
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Review titled Frustrating appointments system.
Rated 3 stars out of 5
by Anonymous - Posted on 19 July 2023
I have just tried to apply for a Drs appontment without success. Thankfully, I very rarely need to see a Dr but in the instance I am feeling in need to do so. Using the totally frustating system to apply on line, I have only been able to access an appointment for a blood test, INR, whatever that might be, or a specialist service outside a regular GP. I am reasonably computer literate but my husband also tried, without success. It has left me very apprehensive and anxious, for those in need of an early diagnosis for something serious, who may just give up as I have.....
Visited July 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 25 July 2023
Thank you for your feedback. I am sorry to hear that you are apprehensive & anxious about getting an appointment with a GP. In order to book an appointment with a GP you will need to register with our new Anima online system & fill out a medical request form. A GP will review this request & decide on the next steps. Please use this link to the Home page of our website where you can see the Anima banner: https://oakleyhealth.org/ In order to create an account you can click on the link on the red strip at the top of our Oakley Health Home Page: https://patients.animahealth.com/signUp If you need further assistance with Anima please come to one of our Drop-in clinics at Yateley Medical Centre on Tuesday & Thursday from 11am-12pm & 6pm-7pm
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Review titled New appointment system
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2023
How can you make an appointment if you can't even find the anima system. I found it by accident yesterday only to be advised it couldn't deal with my problem. Tried again today and can't even find it. If this the only way to make an appointment at least put a link on the web page. Normally google will find anything but not this
Visited July 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 25 July 2023
Thank you for your feedback. We are sorry to hear that you were unable to find a link to our new Anima system. Please use this link to the Home page of our website where you can see the Anima banner: https://oakleyhealth.org/ In order to create an account you can click on the link on the red strip at the top of our Oakley Health Home Page: https://patients.animahealth.com/signUp If you need further assistance with Anima please come to one of our Drop-in clinics at Yateley Medical Centre on Tuesday & Thursday from 11am-12pm & 6pm-7pm
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Review titled Good experience of using the Anima platform
Rated 5 stars out of 5
by Karen Spooner - Posted on 19 July 2023
Recently I needed to consult a GP and chose to try the Anima Consultation platform, despite reading some negative reviews. My experience was very positive. It was straightforward to use and mostly intuitive (some 'clunky' bits but with so many potential ailments / eventualities it has to be this way). The whole process didn't take too long to complete. Was super happy and surprised to get a response / proposed resolution for my issue within a few hours. Overall a positive and efficient experience.
Visited July 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 25 July 2023
Dear Karen Thank you for your feedback. We are pleased to hear that you received a quick response when you used our new online system & are glad that you had a positive & efficient experience. Regards, Oakley Health Group
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Review titled Fantastic, kind doctors who listen
Rated 5 stars out of 5
by Anonymous - Posted on 05 April 2023
I was diagnosed with breast cancer in January. I am being looked after by the hospital, but my GP has been so supportive to me alongside the hospital team, in particular discussing my family history and listening to my thoughts about surgical options. We have had a few telephone appointments and despite the doctors being so busy and working such long hours, I never feel rushed and I feel that my GP has really listened to me and that I have been heard and I am very grateful for this support.
Visited March 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 11 April 2023
Thank you for taking the time to give us such great feedback. We are sorry to hear of your diagnosis but so glad that you feel supported by your GP.
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Review titled Was amazing
Rated 2 stars out of 5
by Anonymous - Posted on 17 February 2023
The GP practice was outstanding, but sadly my GP retired end of 2022. I am absolutely devastated. Since then, I have not received the same standard of care. In fact, it's getting to the point where I'm debating switching to a doctor surgery totally out of area, and driving the extra 20 minutes. The only thing stopping me is that the online econsult service is brilliant and has resulted in swift care of acute conditions in the past. Also, I know there are going to be teething problems as I adjust to a new GP. However, there have been numerous issues trying to get hold of my regular medication. This problem did not occur under my old GP. He was just so good, it's hard not to compare with the new doctors and wonder if they're up to the job. I'm hoping a little patience on my part will eventually resolve all issues, but I'm a micro-manager by nature, and find it very hard to take a back seat when I see a huge difference in care standards between my old and new doctor.
Visited February 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 20 February 2023
We are sorry to hear that you are not happy with your care currently, having recently changed GP. If you have an established relationship with a doctor, developed often over many years, it can be unsettling getting to know someone new. We hope that you persevere, as all of our doctors have their patients' best interests at heart. Often a change of clinician can bring new insight and ideas into managing long term health conditions. If, after allowing some time to develop this new relationship, you are still not "clicking", then you could discuss this with our Patient Liaison Manager so that a suitable solution can be found.
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Review titled Shockingly bad service
Rated 1 star out of 5
by Anonymous - Posted on 02 July 2023
If you call, they complain that you have to try to book online. They then have no way of doing so out of hours, which seems to be a waste of time. When you finally do get through, you have to wait a long time for an appointment. This is without worrying about the time referrals are taking. As I said, shockingly bad service.
Visited January 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 03 July 2023
We are sorry that you are not happy with the service we provide. We have recently launched a new online system called Anima. Patients use this to submit a form explained their care needs which goes straight to their own GP who gets in touch promptly with next steps. Patients who cannot use online can call the practice as usual and a Receptionist will help. Although we have only been using the new system for a few weeks, patients are already telling us that the system has speeded up access to appointments when one is needed. The online system is available during our core opening hours. When we are closed, help is available by calling 111. If you would like to discuss your concerns further, please contact our Patient Liaison Manager.
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Review titled Very poor tele service & Non Functioning Econsult Service
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
Very poor telephone service and the econsult use to be a life saver when I cant get anyone on the phone but now the econsult always shows as busy so i am unable to book an appointment. I've given up on ever trying to phone this surgery. Now I am giving up on using econsult also. The econsult use to be a very good service before but over the past 2 months has become exactly like the phone service- Useless. Everytime I try to make an appointment I get a message to say that my gp practice isn't accepting econsults right now and that i should try back. I have tried several times at different times of the day and night and get the same exact message which prevents me from making a e-consultation. Maybe someone just turns of the ability for patients to create an econsult as and when they like? I had to physically come into the clinic to make an appointment 5 weeks ago. When I told reception about my issue with booking via econsult they told me that the message will only pop up when the surgery is busy. But that's not true because it's 5am now when i tried to do the econsult and didnt get through and it was the same all day yesterday and same over the past 5 days! What's the sense to have a service that can't be used!?
Visited January 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 02 March 2023
We offer an e-consult service for routine matters and aim for it to be available during our opening times which are 08:00 - 20:00 Monday - Friday. Demand for our services in recent months, has far outweighed the resources we have available and, on some days we have switched off the e-consultation service as the number of consultations submitted, far exceeds the clinician time available to manage them in a safe and timely way. At these very busy times, we concentrate our resources onto those calling requiring urgent care, doing our best to see the sickest the quickest. We are sorry if you have waited longer than you would like when phoning the surgery. We do offer the opportunity to request a call back, which we do as quickly as we can.