Oakwood Surgery - Ratings and reviews
Reviews
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Review titled Outstanding!
Rated 5 stars out of 5
by Naomi - Posted on 11 April 2024
I had an asthma review today with a lady who went out of her way to make me feel better about accepting help. I'm not one to think highly of myself and can avoid treatment at times, because I can make my asthma worse by smoking. The lady was so super supportive and didn't judge me one bit. I was taken back by her empathy and understanding. I've also never had a GP service chase my asthma reviews so much, I haven't been able to avoid getting help! Tremendous, and impossible to fault. Thank you.
Visited April 2024
Oakwood Surgery has not yet replied.
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Review titled Shambles
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
A family member was referenced 9 months ago to Sheffield, to then chase up the hospital twice for the appointment for it to be cancelled twice for then to get an appointment. Drive all the way to Sheffield in the snow to find out the gp had refered them to the completely wrong department for the hospital say we need to go back to the gp for them to refer them back to the right department. Waited 9 months for absolutely nothing. How can a gp refer a patient to the completely wrong department. Not the first time they have had trouble with them either. They don’t take patients health seriously. It’s just a job to them. No care at all. Will be moving them GPs as a result of this. Time wasters
Visited February 2024
Review titled Oakwood Surgery
Replied on 19 February 2024
Dear Patient, Thank you for your comments regarding Oakwood Surgery, please be assured that we do take all feedback seriously. I am sorry to learn of the dissatisfaction that you feel and for any distress that this may have caused. It would be useful for me to learn more about your experience, in order to investigate this in line with Oakwood Surgery's complaints policy. In addition to this the surgery can raise a learning event to ensure that lessons are learned from the errors that you have made reference to throughout your review. If you wish to discuss this further please contact the surgery on 01623 435555 and ask to speak to me, or alternatively if you wish to submit an email to nnicb-nn.oakwood.surgery@nhs.net. Kind Regards Lorna Quality Service Supervisor
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Review titled waiting on the phone
Rated 3 stars out of 5
by Anonymous - Posted on 21 December 2023
Further to my report of 19th Dec I can see that I am not the only person to be frustrated when trying to get an appointment. Since people are left on the phone for such a long time only to be refused any communication perhaps an expert in communications could work out a system where the caller is advised that no appointments are available before they reach eg 25 or 55minutes
Visited December 2023
Review titled Oakwood Surgery
Replied on 05 January 2024
Dear Patient, Thank you for your additional comments. We are continuously looking for ways to improve our call wait times and communications systems. In the last 6 months this has included actions such as: increasing our appointments available to book online; supporting patients with online services by holding 'how to' sessions in reception; updating our website, including changing provider; amending our approach to booking long term condition appointments to improve efficiency for patients; and increasing our quantity of receptionists. We have also been regularly and actively liaising with our telephone provider, enquiring about options such as automatic call back services for patients, to avoid patients having to wait on hold to speak with a receptionist. Unfortunately this is something that our provider does not currently offer, and we are restricted by such obstacles as timescales of contracts at this time. As you have posted your comments anonymously I am unable to contact you directly to discuss this any further. Once again, thank you for your suggestion. If you would like to contact me in order to discuss this further please email: nnicb-nn.oakwood.surgery@nhs.net FAO Ruth - Practice Manager
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Review titled almost impossible to make an appointment see a doctor
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2023
I waited 20 minutes on the phone on the 18th after being told to ring back later 10 times only to be told "no appts available"I tried again the following day at 8.30 and was told to ring back later then that I was 25th in line. On reaching the receptionist I was told there were no appts available.I wonder why the practice is accepting new patients when the existing patients cannot see a doctor
Visited December 2023
Review titled Oakwood Surgery
Replied on 21 December 2023
Dear Patient, Thank you for your comments. I am sorry that you are dissatisfied with the service when phoning the surgery to make an appointment. I appreciate it can be disheartening to be number 25 in the call queue. We regularly review our call wait times and try to balance having a call queue length that can accommodate patient demand, whilst not causing undue frustration for how long patients have to wait to speak with a receptionist. As you have posted your comments anonymously I am unable to contact you directly to offer you my apologies and further advice. We do offer online booking for GP appointments, which may be of benefit to you. This can be done via the NHS app, or SystmOnline. Patients wishing to use online services to book appointments must register with either application in advance. They can self-register via the NHS app, or to register for SystmOnline must complete a form available from reception and hand it back in. It may be helpful to you to note that although the majority of our appointments are book on the day, we do have prebookable appointments available to patients, which are released two weeks in advance. These include our extended hours, which are exclusively prebookable, on Wednesday and Thursday mornings 07:30-08:00; Friday evenings 18:30-20:00; and for 14 Saturdays a year 09:00-17:00. These Saturday dates are allocated to us in advance. The remaining Saturday dates for the financial year that we will be open are: o 23rd December 2023 o 13th January 2024 o 3rd February 2024 o 30th March 2024 With regards to us accepting new patients, we are unable to close our list without a major concern and authorisation from the Integrated Care Board (ICB). We have recently applied to the ICB to reduce our patient boundary, however. This is an application that has now been agreed, but has taken 6 months for our business case to be considered and approved. This will not impact patients who are currently registered, but will restrict the geographical area for new patient registrations. Once again thank you for taking the time to bring the matter of your concern to my attention, and I apologise for the frustration that this has led to. If you would like to contact me in order to discuss this further please email: nnicb-nn.oakwood.surgery@nhs.net FAO Ruth - Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 07 June 2023
I had my bloods done over a month ago. They tell you to call up for results on option 3 however for the past 2 weeks when calling this line it will ring the first few seconds then cut you off then after that I have called and it has just cut me off. I then proceeded to call the surgery on option 1 waited a whole hour for them to tell me someone will call me. Why when they said you have to call up for results. The receptionist spoke over me every time I was speaking didn’t let me explain my frustration or anything like that. Even with appointments they say you can’t be 10 minutes late however they call you for your appointment 10 mins late even 20 minutes late. Very poor practices within the workplace it’s not somewhere I would recommend anybody to register with to be honest. Also when booking an appointment it is all online and you have to give a description of the reason for the call now some people are not willing to do this as the receptionists and others in the practice can also see this which I do not think is very confidential at all. Overall the surgery has very poor practices!
Visited June 2023
Review titled Oakwood Surgery
Replied on 05 July 2023
Dear Patient, Thank you for your review, as Oakwood Surgery take all feedback seriously. Due to the fact that you have posted anonymously I am unable to access your medical records or call tracking in order to investigate your issues further. If you would like to contact the surgery via email on nnicb-nn.oakwood.surgery@nhs.net and address this for the attention of Lorna, I can then investigate your issues in line with Oakwood Surgery's complaints policy. I am sorry to hear of the issues that you have experienced when selecting particular options on the telephone system. It would be useful for us to discuss this further, as option 3 is currently to enable patients to cancel an appointment with option 1 being our emergency chest pain line. Therefore, I would like to access the telephone system with the number that you called from to investigate why this was blocked on the line. Whilst we do continue to offer appointments online, these can also be made via telephone and face to face at the reception desk. The reason for the receptionists asking for the description is to enable them to actively signpost the patient to the correct clinician, or department, as this is not always a GP. However, you are entitled to say that this is personal if you feel uncomfortable relaying this information. I am hopeful that we will discuss this further at some point. Kind Regards Lorna Quality Service Supervisor Oakwood Surgery
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Review titled Appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
Im really starting to get annoyed with this surgery. Ive been trying to get an appointment that i need. Every time i ring or do systems online i cant get one . I would like to see a female doctor at some point. Its not really on . Im not happy at all
Visited May 2023
Review titled Oakwood Surgery
Replied on 29 November 2023
Dear Patient, Thank you for your comment, as Oakwood Surgery welcome all feedback. I am sorry to learn of the difficulty you have experienced when trying to book an appointment. We do have access to 2 female Gps, both of which have on the day and routine appointments released daily. In order for us to discuss this further, and to hopefully find a resolution, it would be useful for me to discuss this with you via telephone at a time that is convenient for you. I am unable to contact you as the post is anonymous. Please contact the surgery on 01623 435555 or email nnicb-nn.oakwood.surgery@nhs.net and mark this for the attention of Lorna. Kind Regards Lorna Quality Service Supervisor
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Review titled Awful GP, can never be seen
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2023
Getting to see anyone at this GP is nearly impossible! Tried phoning several times every morning consistently for days and days, if you are lucky enough to make it through the "we are too busy to take your call message" you are 20+ in que and all appointments are gone by time you get through. Limited bookings in advance which are like the daily appointments- non existent .
Visited April 2023
Review titled Oakwood Surgery
Replied on 19 April 2023
Dear Patient Thank you for your feedback posted 18.04.23. I am sorry to hear that you are unhappy with the service that your have received from Oakwood Surgery when trying to get through on the phone lines. This is something that we continue to monitor, and we do take all feedback seriously. If you wish to raise your issues in a formal manner, the practice do have a complaints process that they adhere to. Further information of this can be found on our website www.oakwoodsurgery.co.uk. We can then investigate your issues further and respond to your individual complaint. Many Thanks Lorna Quality Service Supervisor Oakwood Surgery
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Review titled fabulous reception staff and Gp's
Rated 5 stars out of 5
by joanne clarke - Posted on 23 January 2023
I was just looking to check the opening times for my surgery and stumbled across the reviews, I have used this surgery for many years and not once have I ever had a problem, they are helpful caring and considerate, through covid they excelled! Appointments are some times a little challenging but they always figure it out...thank you I appreciate all you do to help... keep up the good work
Visited October 2022
Review titled Oakwood Surgery
Replied on 23 January 2023
Dear Joanne, Thank you for taking the time to leave your positive comments about Oakwood Surgery, including our efforts during the peak of Covid. We regularly review our appointment data and availability, and I hope you will feel the benefits of our continuing improvements in this area. I am pleased that you are satisfied by the ongoing service you are receiving at Oakwood Surgery. I will share you kind words with the partners and the team. Kind Regards Ruth, Practice Manager
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Review titled Lovely receptionists
Rated 5 stars out of 5
by April - Posted on 18 July 2022
I tend to communicate a bit erraticly and chaoticly even if its only a simple thing I mean to say, it all sort of gets tangled and chaotic due to my learning difficulties, and every time I phone the surgery, the receptionists are really efficient and quick at figuring out my point and how to help me, without even knowing about my learning difficulties. That might not sound like a big deal to people, but literally all the time in life I confuse people with my communication and both parties end up frustrated, so the fact these receptionists just untangle my point among the chaos of my brain is a big deal and very appreciated thankyou.
Visited July 2022
Review titled Oakwood Surgery
Replied on 19 July 2022
Dear April, Thank you for taking the time to leave such a positive comment regarding your interactions with our receptionists. I am pleased that you are satisfied by the ongoing service you are receiving at Oakwood Surgery. I will pass on your kind words and thanks to the team. Kind Regards Ruth, Practice Manager
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Review titled Appointments
Rated 1 star out of 5
by Anonymous - Posted on 07 June 2022
Having rung continuously for the 7th time from 8.30 to be cut off 6 times then be in queue 25 and be told no appointments left and then be told I could have come in at 8.30 to make one when the day before they told me to ring, I feel they don't know their arms from their elbows!
Visited June 2022
Review titled Oakwood Surgery
Replied on 08 June 2022
Dear Patient, Thank you for your comments. I am sorry that you have had a poor experience when trying to contact the surgery, and that you were cut off whilst waiting on the phone. We have previously had reports from patients experiencing being cut off whilst waiting in the phone queue, and we reported the issue to our phone provider and Nottinghamshire Clinical Commissioning Group (CCG) at the time. We believed the fault to be resolved, but we will report the issue again following your feedback. I am also sorry to hear that you have been given conflicting advice about making appointments. Most of our appointments with doctors are book on the day, and our phonelines open at 08:30. We do also offer some pre-bookable appointments with doctors for non-urgent issues, which are released two weeks in advance. You may also make an appointment in person by visiting our receptions at either of our sites. I do appreciate, however, that this is not always convenient to patients and so would advise that you phone for an appointment in the first instance. Please be advised that we are still asking patients to wear face masks when visiting the surgery in person. Once again, thank you for bringing the matter of your concern to my attention, and I apologise for the frustration that this has led to. If you would like to contact me in order to discuss this further please email nnccg.oakwood.surgery@nhs.net FAO Ruth - Practice Manager.