Pembroke Road Surgery - Ratings and reviews
Reviews
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Review titled Deliberately obstructive admin nightmare
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2023
I have been trying to get referred for specialist investigation after a spell in A&E and have had to go back to the practice 3 times for corrections and changes where the doctors have included wrong and irrelevant and highly personal information. I find getting these changes done almost impossible as they will not speak to you directly and the forms by which you need to communicate have a tiny character limit. This practice seem to do all they can to stop you seeing a doctor - you have to be at the point of tears to see someone face to face. Maybe it is systemic but it seems the squeeze on the NHS is very much apparent with this surgery.
Visited June 2023
Pembroke Road Surgery has not yet replied.
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Review titled Excellent treatment
Rated 5 stars out of 5
by Anonymous - Posted on 01 April 2023
I was recently offered minor surgery to be carried out by one of the GPs at Pembroke Road Surgery. Everything was handled smoothly, from the phone call arranging the date of the procedure, through to the removal of the stitches by the helpful and efficient nurse, five days after. The GP’s consulting room was bright and orderly, and the GP was friendly, calm and competent. The procedure was quick, successful and pain-free. I was sent a text with information on basic wound care/removal of the dressing, and healing has been quick and trouble-free, before and since stitch-removal. The familiar surroundings and the efficiency at Pembroke Road inspired confidence and I feel it was a great example of appropriate patient care with excellent use of time and resources. Thank you!
Visited March 2023
Pembroke Road Surgery has not yet replied.
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Review titled Problems with Patient Access
Rated 5 stars out of 5
by Shawn Phillip Spencer-Smith - Posted on 09 January 2023
following some changes on Patient Access, which service I had been using for a long time and I wished to request a repeat prescription. for whatever reason it failed and subsequently I requested the appropriate codes to re register as it said the surgery didnt have me registered. Having received he codes I went into the Patients access site and followed the instructions and eventually was on screen but I was still unable to request a repeat prescription. I used the email service with a lot of cut and paste to give full details. This is obviously a glitch and please can it be sorted soon so I can continue to use the PA screen. this problem has not changed my view of the excellent service I receive from this surgery
Visited January 2023
Pembroke Road Surgery has not yet replied.
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Review titled Exemplary practice
Rated 5 stars out of 5
by Anne Gallien - Posted on 16 January 2023
excellent organisation and service. I was very impressed how efficient the system is and how the practice is very well maintained and clean.warm welcome. excellent patient service. It was my first time with this practice. I called twice in the morning and received a phone call back from the doctor few hours later. my prescription was quickly sent to the pharmacy and was available to be immediately picked up. this kind of practice is a role model on how all practices should be ran across the uk. merci the nhs. Keep being heroes!
Visited January 2023
Review titled Pembroke Road Surgery
Replied on 18 January 2023
Thank you for your kind and positive feedback which is very much appreciated by the whole team here at Pembroke Road.
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Review titled Try Patient Triage on the Pembroke Road website
Rated 5 stars out of 5
by David Giles - Posted on 08 December 2022
I needed a prescription for a medication which I had last used in 2015. As this was over 2 years ago, I was told by the receptionist that I would need to speak to a doctor. The next available appointment was over 2 weeks away. The receptionist suggested that I used Patient Triage on the website. It was very straight forward and I just answered a few questions and submitted a photo of the problem. Within 2 hours I received a message from the doctor saying that my prescription had been approved and sent to the pharmacy. This is a great service and can save so much time.
Visited December 2022
Review titled Pembroke Road Surgery
Replied on 18 January 2023
Thank you for your very positive review of our new Patient Triage system which has superseded e-Consult. We are so pleased to hear the you found it helpful.
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Review titled Wonderful Practice
Rated 5 stars out of 5
by Jack Cawley - Posted on 05 January 2023
I've been a patient for more than 3 years. I have always found the service top notch. Always received professional and courteous treatment. I would recommend to anyone.
Visited December 2022
Pembroke Road Surgery has not yet replied.
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Review titled Fantastic practice nurse
Rated 5 stars out of 5
by Anonymous - Posted on 09 November 2022
I attended the GP practice for a routine cervical smear test. In the space of a short appointment the nurse succinctly addressed numerous women's health topics: HPV and the screening test, offered STI screening, explained breast cancer self checking and text me the Coppafeel details and discussed contraception. Her care and attention to detail was exemplary and she managed to make a smear test a positive experience!
Visited October 2022
Review titled Pembroke Road Surgery
Replied on 10 January 2023
Thank you so much for taking the time to show your appreciation – the nursing team greatly appreciate it.
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Review titled Disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2022
sorry but I feel that Pembroke Road surgery seems to be more interested in the way the surgery is run rather than the patients care, I feel that receptionists are invaluable in their own right. I have many conditions I have to live with, I will not call for an appointment again, I won't waste my time and energy. In my opinion the receptionist should not be given the reasonability of deciding if it's a nurses or Doctors phone appointment patients' need.
Visited October 2022
Review titled Pembroke Road Surgery
Replied on 10 January 2023
Appointments with both Doctors and nurses at the surgery are in huge demand and we want to ensure that a patient's journey to getting the right care is a smooth as possible. After taking on board feedback from patients who felt they weren’t booked with the right person first time, we have invested a lot of time into reviewing and improving our processes. Our Patient Navigators ( Reception team) have access to software with clinically agreed pathways to enable them to ask the right questions and ensure that each patient is booked with the right person in the right time frame for what their problem is. We are sorry to hear that you have not been satisfied with this process as on the whole the feedback we have received has been hugely positive.
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Review titled Fantastic GPs Poor Receptionists
Rated 4 stars out of 5
by Anonymous - Posted on 19 May 2022
I have always found the quality of treatment at this surgery to be excellent. It is staffed by genuinely caring, highly competent and professional GPs and nurses. There are one or two receptionists however who let the side down. In a recent visit I was greeted by an abrupt, cold and impatient receptionist. Interactions like this are so unnecessary. A little bit of kindness and a smile go a long way! Come on Pembroke Surgery - some of your receptionists need some support and training in developing skills to interact with the public with warmth and courtesy.
Visited May 2022
Review titled Pembroke Road Surgery
Replied on 20 May 2022
Dear Patient Thank you for your feedback and sincere apologies for the poor interaction at Reception recently. We recognise there are always areas for improvement within any organisation and we continually work with our teams to provide the best possible service to our patients. Again, please accept our apologies. Heather Carrigan, Practice Manager