Oakwood Medical Centre - Ratings and reviews
Reviews
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Review titled Good experience
Rated 5 stars out of 5
by Annette Jones - Posted on 11 April 2024
After seeing the doctor who was very thorough l had tests done then l was offered a telephone consultation in two weeks time which saves me travelling back and to l am thoroughly satisfied with the my experience which was very efficient so far. Everyone was extremely polite and helpful
Visited April 2024
Oakwood Medical Centre has not yet replied.
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Review titled Rude receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 12 April 2024
Tried to contact to get an appointment for my daughter and the receptionist was incredibly rude not only over the phone but face to face also. I was unable to access the online form due to technical issues and I was belittled and spoken down to and was refused to be able to make an appointment over the phone
Visited April 2024
Review titled Oakwood Medical Centre
Replied on 17 April 2024
Thank you for taking the time to write this review and I apologise that you had a negative experience at the surgery. My name is Laura Clare and I am the Practice Manager for Oakwood Medical Centre. I would appreciate it if you could let me have some more details so I can investigate further (name, date and time of contact etc). My e-mail address is cmicb-cheshire.oakwoodmanagers@nhs.net. We would never want patients to experience rudeness and we are here to support patients with their online access. We have a drop-in session every Monday 5-6pm where local students help support patients to get online via the NHS app or show them how to use the online triage system, so you may find that useful. If patients cannot use the system or have no internet access our Staff can complete the forms with you whilst you are in Practice or via the telephone, which should have been offered to you when you spoke to the member of staff. All of our calls are recorded now, so if I have your date/time of call and number (via e-mail) I can provide more specific feedback to the team. I hope to speak to you soon, Laura Clare Practice Manager Oakwood Medical Centre
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Review titled Great Practice
Rated 5 stars out of 5
by Katie Davies - Posted on 17 August 2023
I was a bit reluctant to move to this surgery after being de registered at another local surgery from the result of moving house. However even in the current climate of the NHS I have always been able to get a face to face appointment when I have needed. Staff and drs are always friendly and professional and there is nothing I would be too embarrassed to say
Visited August 2023
Review titled Oakwood Medical Centre
Replied on 24 August 2023
Thank you so much for your comments and for taking the time to post them. I will ensure that the staff are informed and the GPs are made aware. We really appreciate the feedback, Many Thanks Laura Clare Practice Manager Oakwood Medical Centre
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Review titled Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2023
I lined up in the morning for an appointment. I was 4th in the queue and was told that there were no appointments left. I then saw that the person waiting after me was offered an appointment.
Visited June 2023
Review titled Oakwood Medical Centre
Replied on 24 August 2023
Thank you taking the time to post your comments, and I apologise on behalf of the Practice that you had a frustrating experience. Please can you contact me directly on cmicb-cheshire.oakwoodmanagers@nhs.net with a bit more information about the date and your details so I can investigate this for you? Many Thanks Laura Clare Practice Manager Oakwood Medical Centre
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Review titled excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 13 March 2023
I cannot recommend this GP practice enough. My experience today, and on a busy Monday too, meant I telephoned to ask for some advice and got a return call from the Gp within an hour and then a face to face appointment ½ an hour later, blood tests booked for tomorrow and a scan to be arranged. This is the NHS at its best. the reception staff are always helpful, the nurse team professional and the Dr's kind and thorough. All of this during a very busy time with resources hard to come by. Well done to everyone.
Visited March 2023
Review titled Oakwood Medical Centre
Replied on 21 March 2023
Thank you very much for your lovely comments. We are working hard to manage demand and it's positive to be able to see when it works well. I will ensure that the team are made aware of your comments, they are very much appreciated so thank you for taking the time to post this review. Many Thanks Laura Clare Practice Manager Oakwood Medical Centre
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Review titled Telephone contact is just impossible
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
I was asked by the practice to phone and make an appointment with the practice nurse. I tried phoning a various times of day but no rely. Left hanging on the phone for over an hour to then I received a voice mail saying the practice had exceeded it’s safe number of appointments for that day. That happened several times to me. Why give me the number if there’s now one there to answer. This system is not working . After trying for weeks to make my appointment by phone I then decided to visit the practice and speak to a receptionist directly ( face to face) Wel that was a joke !! I was spoken to by an unhelpful woman who told me I couldn’t make and appointment. I showed her my letter from the practice asking me to make the appointment !! She then said I needed to go for a blood test. I said I know that but don’t I need a form. She reluctantly printed off a form and almost threw it at me. Why did she behaviour in this unhelpful manner? To end on a positive note……. all the GP’s are excellent. It’s the appointment system and the receptionist (the one I spoke to) that needs looking at and amending. Such a pity it used to be very good.
Visited January 2023
Review titled Oakwood Medical Centre
Replied on 01 February 2023
Hi Anonymous, Thank you for taking the time to post your comments and I apologise that your experience was frustrating. We are currently seeing a huge volume of calls coming through. In January we answered 5991 calls and we always have between 3-8 staff members on the phone lines at any time, to try and help with the volume coming through but we are finding it is increasing still. Unfortunately we are still waiting for the online triage new system which means everyone is having to contact us via the phonelines and this makes it busier. Hopefully this will be moved over in the next few weeks so we should see it getting easier on the phone lines. We do try and get through the calls as quickly as possible but if patients have multiple issues or have complex needs it can mean waiting on the line longer while we deal with them. We are reviewing the telephone system in the next few months. I apologise that you experienced an unhelpful attitude when you came to Practice, as we certainly do not want that. If you can please contact me directly on cmicb-cheshire.oakwoodmanagers@nhs.net with the date and time of your visit I can speak to the staff member directly. I will ensure your feedback is given to the team at the next Practice and Team meeting. Many Thanks Laura Clare Practice Manager Oakwood Medical Centre
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Review titled Where have all the doctors gone.
Rated 2 stars out of 5
by Anonymous - Posted on 30 November 2022
Have had a bad cold which has led to a chest infection. After two weeks of struggling finally went to the medical centre. Explained to the receptionist that I could probably use some anti biotics. Was told the doctor would either talk to by phone or send a prescription. Got a text telling me soldier on for another week. By this time the chest infection had got worse. Went on a Friday got an appointment for monday to see a nurse/practitioner. Finally got the antibiotics. But sat in an empty waiting room with any visitors being told there were no appointments that day. This used to be a really good surgery now it’s like a ghost town. Where is everybody.
Visited November 2022
Review titled Oakwood Medical Centre
Replied on 14 December 2022
Thank you for taking the time to post your review and I am happy you were seen by our Advanced Nurse Practitioner (locum) who we were lucky to source at short notice due to staff illness. The feedback from patients about his work was excellent. The GPs always advise self-care where appropriate and links can be found on the NHS website to various conditions and issues - we would always recommend patients viewing this information regularly where they can. The Practice is continually seeing a large volume of patients, however appointments are usually 'staggered' to avoid patients waiting for long times in a waiting area that usually contains very vulnerable people waiting for their appointment (not always with a GP as we have other services on site as well). In October 2022 we saw/dealt with 4,562 patients, which is on average 217 patients per day (21 October weekdays). Some of these are nurse appointments, phlebotomy (blood) appointments, first-contact practitioner appointments etc. We are trying to see as many patients as safely possible given the huge increase in demand, sourcing cover and additional support where we can (and sometimes at short notice). I can assure you that whilst it may seem like a ghost town or not as busy when you are here for your appointment, the work is continuing and ever-increasing. We are currently recruiting to our Patient Participation Group to review all of this kind of information and patient communications; if you are interested please do contact me for some information on cmicb-cheshire.oakwoodmanagers@nhs.net Many Thanks Laura Clare Practice Manager
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Review titled Fantastic Service
Rated 5 stars out of 5
by Anonymous - Posted on 26 October 2022
I phoned at 9.10am this morning. By 11.32am I had received a telephone call from the Doctor, been into the surgery to see him and was walking out of the chemist with a prescription. Truly fantastic service. many thanks to everyone involved.
Visited October 2022
Review titled Oakwood Medical Centre
Replied on 01 November 2022
Thank you very much for taking the time to post this review. I will ensure the feedback is given to the team. Many Thanks Laura Clare Practice Manager
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Review titled The worst practice
Rated 1 star out of 5
by Anonymous - Posted on 25 October 2022
Told an appointment was needed for a particular type of review but can't get an appointment. Receptionist couldn't have cared less and left it that as can't make a particular day can't have an appointment.This is typical of the sort of treatment that has become the norm. Looking at all the negative reviews for this practice both here and on Google I think if they spent more time getting things right and teaching their staff to be pleasant instead of rude and know it all they could spend less time providing defensive replies to their negative feedback. They are obviously not bothered because nothing ever changes. Perhaps they need a new Manager and a course on customer care! Perhaps it needs patients to start complaining directly to the Primary Care Trust and then they might start to change their ways!
Visited October 2022
Review titled Oakwood Medical Centre
Replied on 01 November 2022
Thank you for your feedback. I apologise if you could not make the appointment you needed to at the time you requested it. I understand that it was frustrating for you. If you want to contact me directly with your details I can investigate the incident specifically (telephone calls are all recorded) and provide specific feedback. Unfortunately as I don't know what type of appointment this is I cannot comment specifically on here, but I can say that we are working on adding additional appointments all the time, with locum clinicians, extended hours, and hub appointments, as well as appointments with our PCN colleagues and community colleagues as well. If there is something specific you would like to raise in regards to the staff 'getting things right' then I would be more than happy to look into this for you. Please do contact me on cmicb-cheshire.oakwoodmanagers@nhs.net. The Primary Care Trust no longer exists but if you are unhappy with the way the Practice has dealt with a complaint you can contact the Cheshire ICB - please see our website for more information and our comments and complaints leaflet: https://www.oakwoodmedicalcentrebarnton.nhs.uk/comments-and-feedback/ We are constantly working to review our processes and we are currently recruiting for support to enhance our communication with patients, as we understand the world of Primary Care has been very fast-changing these past couple of years. Patients can feel that they are 'left behind' and need us to be more transparent with what we are trying to achieve and work with us. While our utmost priority is to ensure safe care, we also need to communicate what this means to patients and how we can work together. We are also looking for more patients to join our Patient Participation Group, something the new staff member will help to support. This group works with the Practice to support developments and changes (https://www.oakwoodmedicalcentrebarnton.nhs.uk/patient-participation-group/). If you feel you would like to join the PPG please do let me know. Laura Clare Practice Manager
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Review titled What do you have to do to see a doctor?
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2022
Got up early to get a factors appointment. I’ve had a lump on my back which has been there for a week. It could be nothing but it could be serious. Asked for a doctors appointment , explained the issue. Was told to go home and take a photo of the lump. Which the doctor would look at presumably if he or she could be bothered. I am still none the wiser about this lump and honestly don’t know what to do next. ,
Visited April 2022
Review titled Oakwood Medical Centre
Replied on 19 April 2022
Good Afternoon, Thank you for your comments - it would be better if you contacted us directly on our main telephone line or vrccg.oakwoodmanagers@nhs.net with your information so that I can help you specifically. You are correct in that we are implementing a variety of IT systems to help support access to General Practice, the one you were asked to do today is called AccuRx and it is very useful for an initial triage of lumps, rashes etc. When you receive the link you can send up to 5 photographs from your phone camera with some text explaining the issue in detail. The photos and information are triaged by the GP the same day and patients find it extremely useful in getting a quick response. It helps patients enormously by putting their mind at ease if they were worried it was something more serious, or if it needs further investigation the GP contacts the patient to come down to the Practice at a time that is convenient to them, rather than sitting and waiting in the Practice, which would not be advised in the current climate. You have not stated whether you have already sent photographs to us, which is why I am advising that you contact us so that we can ensure you have completed the process properly. The Team here can talk you through it in detail if you are unsure, or if you don't have a mobile telephone they can advise of different ways to access this type of system, or a different type of appointment that may be more suitable. Please do get in touch when you can, Many Thanks, Laura Clare Practice Manager - Patient & Staff Services