Ouse Valley Practice - Ratings and reviews
Reviews
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Review titled Needs improvement
Rated 3 stars out of 5
by Anonymous - Posted on 11 July 2023
I have always thought once past reception the doctors and nurses have been very professional and kind. My issue is the attitude of one receptionist. She needs training on empathy and compassion. I understand receptionists are doing their job but her manner is not acceptable when patients are already feeling anxious about their health. I work in the NHS I wouldn't talk to anyone the way she does.
Visited July 2023
Review titled Ouse Valley Practice
Replied on 24 July 2023
Dear Anonymous, we take all feedback very seriously we are sorry to hear that your experience with our reception team has been disappointing. I will be speaking to the team in our next reception meeting and your concerns that you raised will be addressed. The Practice Manager
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Review titled Not to much to praise about
Rated 2 stars out of 5
by Mr Terry Earl - Posted on 21 July 2023
As usual, a long wait on the telephone. And then they ask you to ring in after 8.30 the next day for an appointment. That's not Saturday or Sunday? That's Monday! God give me strength. I want to see my doctor. Make an appointment. Hello!
Visited July 2023
Review titled Ouse Valley Practice
Replied on 16 October 2023
Dear Mr Earl, we are sorry that you are experiencing some issues getting an appointment. The demand for appointments is very high and if the receptionist feels that your request is routine, they will add you to a waiting list for when the next routine appointment becomes available. We are aware this is not always convenient for the patients, however our Doctors have to work within a safe parameter. Guidelines have been given to our reception team to offer other pathways for patients to access appointments. Kind Regards - Practice Manager
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Review titled Wait Times for Prescriptions/Phone calls
Rated 2 stars out of 5
by Anonymous - Posted on 21 June 2023
I called and choose the option to speak to the dispensary as it was 12 days since I requested my medication and had not had a text to advise me it was ready for collection. Waited for 45 minutes on hold before giving up and redialling, this time I choose option 1 for reception. Got cut off twice, 3rd time lucky spoke to receptionist who advised that 'the dispensary are not answering the phone because they are busy'. Why have the option for them available then, or at least have a recorded message to advise of this to stop people waiting. I only wanted to know if my prescription was ready, I was told I would have to travel to the surgery to find out and that the receptionist could not walk the very short distance to the dispensary to enquire for me. I gave up and tried again the next day to be told the same thing, only this time much to my persistence the receptionist was really helpful and went and checked in the dispensary and confirmed it is ready to collect. Why did I not get the usual text message to advise me of this? and why couldn't the first person that I spoke to be as helpful.
Visited June 2023
Review titled Ouse Valley Practice
Replied on 29 June 2023
Dear Anonymous, we take all feedback very seriously and go to great lengths to look into the concerns that are brought to our attention. We are sorry to hear that your experience with our dispensary regarding the telephones has been very disappointing. We are now in the process of changing the way patients can contact dispensary, this will enable patients to leave messages for the dispensers to deal with, and patients will then be contacted by someone from the dispensary team about your medication query. The Practice Manager
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Review titled Professional Practice
Rated 4 stars out of 5
by Anonymous - Posted on 25 May 2023
Yes it is hard to get an appointment and frustrating when the receptionist seems to be able to decide whether your medical problem is urgent or not but I think that sadly, this is the same at just about any GP practice these days. My experience today was a helpful receptionist and professional consultation with the doctor who was knowledgeable and also very easy to talk to. Generally I have always felt that all the doctors at this practice are very thorough and always friendly and make me feel listened to.
Visited May 2023
Review titled Ouse Valley Practice
Replied on 29 June 2023
Dear Anonymous, thank you for taking the time to write your review. I will feed this back to all staff. The Practice Manager
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Review titled Worst practice ever
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
Never any appointments, not given the right information and phone hung up on me. I'm sure the doctors and nurses are lovely if you get past the receoption.
Visited April 2023
Review titled Ouse Valley Practice
Replied on 29 June 2023
Dear Anonymous, we take all feedback very seriously we are sorry to hear that your experience with our reception team has been disappointing. It is not the receptionists being difficult but they are carrying out instructions from the GPs. We have recently changed our appointment system, which has improved patient access. The Practice Manager
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Review titled Prescription system
Rated 3 stars out of 5
by Anonymous - Posted on 13 March 2023
Went to my surgery to collect my repeat prescription that would normally take at most 10 minutes, but since they brought in this stupid ticket system it's causing havoc this time I was waiting well over an hour.they've tried this system before it didn't work then either.Why try to fix something that isn't broken .it should have been left as it was now you get loads of peopl patients sitting there for anything over an hour.ticket numbers between 22 and 25 had already left ,I feel sorry for the frail pensioners
Visited February 2023
Review titled Ouse Valley Practice
Replied on 29 June 2023
Dear Anonymous, Thank you for your feedback. We appreciate your concerns regarding the dispensary and we are sorry that the service you have experienced has been disappointing, our dispensary team have been working very hard with many extra hours and weekend working to now be able to dispense medication within the target of a 5 day turnaround. We hope that the service we are able to provide will improve for yourself.
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Review titled Great Practice
Rated 5 stars out of 5
by Iqra - Posted on 05 December 2023
I've been with 3 different gp practices before ouse valley practice no 1 was like this surgery I'm very pleased whenever i call for appointment i get one Dr's are so kind and helpful
Visited December 2022
Review titled Ouse Valley Practice
Replied on 06 December 2023
Dear Iqra, thank you for your feedback and you kind words about the Practice, I will feed this back to all the practice staff. Kind regards The Practice Manager
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Review titled One rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2023
My daughter had an ear infection which resulted in a burst ear drum and trip to A&E, got told she needed her eardrum checked six weeks after to make sure it had healed before being able to swim etc. called the surgery and explained the situation straight away only to be told you can’t book ahead you need to call nearer the time. Called after just over 5 weeks only to be told no appointments call back tomorrow, the fourth morning of sitting on the phone for over half an hour receptionist said there’s only phone calls left. Well that wouldn’t work looking in my daughters ear would it, so hadn’t taken in what I was calling for. After trying to get an appointment I said ok can I have the phone call as at least I’d speak to a professional person to which the receptionist hung up the phone on me. Unprofessional, un efficient and make the whole practice look bad even when all others there seem great.
Visited October 2022
Review titled Ouse Valley Practice
Replied on 28 November 2023
Dear Patient, thank you for your feedback but to enable me to investigate some of issues that you have raised, I will need some information from you. If you are able to email/write into the surgery with dates/times and your contact details etc I will be able to look into this in more detail for you. Kind regards Practice Manager