Parkside Surgery - Ratings and reviews
Reviews
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Review titled Excellent practice
Rated 5 stars out of 5
by Barbara Hodkinson - Posted on 17 November 2023
I came to the surgery at eight this morning with a problem. The two ladies on reception were so kind and helpful and quickly reassured me. I have been a patient since 1971 and have always received excellent service and care even during the pandemic.
Visited November 2023
Review titled Parkside Surgery
Replied on 20 November 2023
Good Morning, Mrs Hodkinson Thank you very much for taking the time to leave this review. I am pleased that you feel that you have experienced excellent service and care in your time as a patient. I will ensure that your comments are passed on to all of the staff. Sincerely Nick Gwatkin
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Review titled Difficulty in phone service
Rated 3 stars out of 5
by Peter Taylor - Posted on 20 June 2023
Monday 19/6/23 8.30. I've been trying to get through to Parkside surgery since 8am to cancel a 9.40 appointment due to a positive covid test and the system just says try again after listening to a message lasting 60 seconds.Given that missed appointments are such a problem maybe an alternative system for cancelling appointments would be of some use to both patient and surgery
Visited June 2023
Review titled Parkside Surgery
Replied on 26 June 2023
Good Afternoon Mr Taylor Thank you for taking the time to leave your feedback. There is an alternate method to cancel an appointment. You reply to any of the messages that you have received in booking or a reminder for the booking. Within the reply message, you include the word 'cancel', and the system will cancel your appointment. I hope this has been useful, and I am sorry that this information has not been made known to you previously. Sincerely Nick Gwatkin
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Review titled Telephone answering
Rated 3 stars out of 5
by Anonymous - Posted on 06 June 2023
The new telephone system is not working for patients, I have been trying for days to make an appointment. Calls either get cut off or spend my day not working to make an appointment.
Visited May 2023
Review titled Parkside Surgery
Replied on 13 June 2023
Good Morning Thank you for taking the time to leave your comments. I am very sorry you are having difficulty accessing the Practice via the phone system. We have, on average, 16000 calls into the practice every month, 4000 a week and 800 each day. The staff do their best to answer as many of these calls as possible. You can also use the Practice Online Triage via our website -https://prestigemedicalgroup.co.uk. This allows you to describe your concerns which can then be forwarded as appropriate. Sincerely Nick Gwatkin Manager
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Review titled Absolute shambles
Rated 1 star out of 5
by Marc R - Posted on 30 May 2023
I suffer from severe COPD, Angina, Bronchitis, Ive been using my blue inhaler more than useful so needed another before my prescription was due. The receptionist said she would put it as urgent and I would receive it today A prescription was received today but it was only the water tablets my GP prescribed Where is the blue inhaler, you know, the thing that helps me breath when my copd is bad Where is the dity of care?
Visited May 2023
Review titled Parkside Surgery
Replied on 05 June 2023
Good Afternoon Mr Marc R Thank you for your feedback, I am sorry to hear your concerns and would encourage you to contact the practice with further details as I am not able to look to see if your issue has been resolved without your name. Sincerely Nick Gwatkin Manager
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Review titled Rude and very unhelpful receptionist
Rated 1 star out of 5
by Brian Fenn - Posted on 13 April 2023
Being a person who suffers with multiple conditions. I called today to report one of my prescriptions has run out early. Albeit for the first time since I started using this. I then asked to speak to the pharmacist or someone that could sort out a prescription for 2 bottles which would cover this month and next month. I would then order my prescription for the rest next week and I would miss off this medication as I would have enough. After a long chat with the lady on the phone who could not grasp what I was saying, all she kept saying was order it now or wait until next prescription date. I then advised can't manage without and if I order mid month of prescription I would run out before next prescription and would be doing this all over again. I was then passed to the office manager who reiterated her staffs opinions and told me to do the same. All I rang for was help as I have run out of medication and I received no help. The office manager then said since you've been on the phone for 15mins so I'm going to terminate your call. She forgot to add the 30 minutes I was in the queue. Before the office manager ended the call I then asked 1 question, "has your duty of care now ended with me" she replied "yes". At this point I was obviously wound up as no one was listening to me and my needs. Parkside was once an amazing surgery where I felt they were listening to there patients but no more. You have a duty of care to your patients and I for one am fully aware you do not care nor do you want to care. You are working on call centre stats not on candour nor care nor do offer any empathy and rapport just go away and get off the phone line. I beg you to listen to the call before you respond. All I wanted was help and got nothing in return but there opinions and yes I understand what they were trying say but they did not understand my point. I have run out of medication and can't stay awake without it. I suffer from Multiple sclerosis Addison's disease Ostio arteritis And countless other issues including side effects such as ; Chronic fatigue from both Additions and multiple sclerosis. What is duty of care ? Duty of Care is about individual wellbeing, welfare, compliance and good practice. Kind regards Brian Fenn
Visited April 2023
Review titled Parkside Surgery
Replied on 05 June 2023
Good Afternoon Mr Fenn Thank you for taking the time to send in your comments and feedback. I have reviewed the recording and can see that your information should have simply been taken and passed to the Pharmacist for the appropriate action. I am very sorry that the Senior Receptionist that took over your call did not offer this as a resolution. I am also sorry that you feel that the staff do not care. This is not the case, but I am sorry we did not offer you a simple resolution to your problem. We always use feedback where it is appropriate, such as yours, in staff training, and I will ensure the Senior Receptionist reviews the recording not to repeat the mistake Sincerely Nick Gwatkin Manager
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Review titled Poor procedures
Rated 2 stars out of 5
by Harvey Spence - Posted on 13 March 2023
Spent a week waiting for a scan appointment, after receiving a text from the surgery saying if no appointment is made ring the surgery. Rang the surgery ,a 2 hour wait on hold, then told it was the hospital not them. Beyond hope.
Visited March 2023
Review titled Parkside Surgery
Replied on 14 March 2023
Good Morning Mr Spence Thank you for leaving your review. I am very sorry that you have been waiting a week for the hospital to contact you with an appointment for your scan. In reviewing the message we sent you, I can see that we said that the hospital would send you the appointment for 3 - 4 weeks. The message said to call the practice if you wanted to discuss this further or hadn't received an appointment. I am very sorry if the message made you think that we could arrange the appointment for you before the period has elapsed. We will see how we can be more precise in our patient messages. With regard to the 2-hour on hold. The practice has invested in the telephone system, which does allow patients to choose to hold or not, as they wish. We encourage patients to use the method that is most convenient for them to contact the practice. This includes phone, online messages and emails. Sincerely Nick Gwatkin Manager
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Review titled Extremely rude receptionist
Rated 1 star out of 5
by Marc - Posted on 03 February 2023
Every month my terminally ill dads prescription is wrong, they keep sending him things that are not on his prescription and not sending things that are on his prescription, this is has been happening for 5 months, he rang yesterday to tell them they have missed his inhaler again which he needs but sent him 6 boxes of salbutamol nebs, which he doesn't need, when he told them the receptionist she was extremely rude and said "have you never made a mistake" to which he replied, yes I have made mistakes but not the same mistake every month! This isn't the first time the receptionist was rude, last month when he complained about missing items, her response was "You're one of those are you" Is this how you speak to someone with severe copd and several underlying illnesses
Visited February 2023
Review titled Parkside Surgery
Replied on 13 February 2023
Dear Marc I am sorry that your Dads prescription has not been correct. I would encourage you, or your Dad, to contact the Practice and have a conversation with the pharmacist to resolve the issues he is having with his prescription. I am also sorry that the receptionist would appear to have been rude to your Dad. I will raise this with the reception team and we will discuss this at the next internal training event. Sincerely Nick Gwatkin Manager
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Review titled Receptionist was rude, insulting and patronising
Rated 1 star out of 5
by Anonymous - Posted on 06 February 2023
I suffer from severe COPD, Angina, Bronchitis, Trapped nerve in my back and Spondylosis of the spine, every month they get my prescription wrong, every month I have to ring and tell them they've got it wrong, when I complained the receptionist said, and I quote "Oh, you're one of those" I found this unbelievably rude, insulting and incredibly patronising! is it that difficult to get a prescription right! I depend on you and this is how I'm spoken to Absolutely disgraceful
Visited January 2023
Review titled Parkside Surgery
Replied on 13 February 2023
Good Morning Thank you for leaving the feedback. I am very sorry that you feel that the conversation you had with the receptionist was 'rude, insulting and incredibly patronising'. I am also sorry to hear that your prescription is not correct. I would encourage you to ring and request to speak with the Pharmacist so that she can review and correct any deficiencies in your prescriptions. This will give you peace of mind that your prescriptions will be correct moving forwards Sincerely Nick Gwatkin Manager
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Review titled Friendly doctors and receptionist
Rated 5 stars out of 5
by Anonymous - Posted on 01 December 2022
Visited the practice on Wednesday for some X-ray results, results sent across very quickly and gave me the peace of mind I needed. The doctors are very knowledgeable. (Oxford road doctors included) . Would also like to thank the receptionist at Parkside for being so helpful and approachable. - excellent team work throughout the practice highly recommend these practices.
Visited December 2022
Review titled Parkside Surgery
Replied on 11 January 2023
Thank you for taking the time to leave this positive review. I will ensure that this is passed on to the team. Sincerely Nick Gwatkin Manager
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Review titled Telephone system is not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 06 September 2022
Why is it that every time I ring Parkside I am unable to get to through on the phone until I've endured at least 15 minutes of retries? The doctors and nurses are very helpful but the telephone triaging/booking system is woefully inadequate. I don't normally write reviews, but feel that by ignoring the problem nothing will ever improve - but then again, I see that the same complaint has been raised year after year!! Surely, given the vast electronic methods of communication available these days there is a better method of getting through to someone, especially when all that's being requested is to make an appointment to speak to a doctor or request a repeat prescription. If the local barber can solve this booking problem why can't the GP surgery!?
Visited August 2022
Review titled Parkside Surgery
Replied on 25 October 2022
Good Morning Thank you for your comments. The practice telephone system will be upgraded by the end of December 2022, and I hope that this will assist in resolving some of the issues you have outlined. Sincerely Nick Gwatkin Manager