Petersfield Medical Practice - Ratings and reviews
Reviews
-
Review titled Pathetic
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2024
Rude and curt. Told that I cannot be seen unless I'm having a heart attack. I'm in the last stages of my pregnancy and needed some urgent care. But it seems my child might be in college by the time I can get an appointment here. What's the point of a GP if you can never see a doctor!
Visited April 2024
Review titled Petersfield Medical Practice
Replied on 05 April 2024
I'm truly sorry to hear about your frustrating experience. It's unacceptable to be dismissed when you're seeking urgent care, especially during such a crucial time. Your concerns are entirely valid, and I understand how distressing it must be to feel overlooked in such circumstances. I would recommend reaching out to the practice manager(myself) or seeking alternative medical assistance promptly. Your health and the well-being of your baby are of utmost importance, and you deserve timely and compassionate care. If there's anything I can assist you with or if you need further guidance, please don't hesitate to let me know. Wishing you a swift resolution and the best possible care moving forward. Regards, Hamza Ejaz
-
Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 15 September 2023
Another great experience from Petersfield Surgery from booking via the accutriage to getting an appointment. Flexible, caring and knowledgeable approach from reception team to GP. Highly recommend.
Visited September 2023
Review titled Petersfield Medical Practice
Replied on 18 September 2023
Thank you for sharing your positive experience with Petersfield Surgery! We're delighted to hear that you had such a great experience from start to finish. Our team takes pride in providing flexible, caring, and knowledgeable care to our patients. Your recommendation means a lot to us, and we're here to continue providing you with the highest level of healthcare. If you ever need assistance or have any questions in the future, don't hesitate to reach out. Your health and well-being are our top priorities. Thank you again for choosing Petersfield Surgery for your healthcare needs! Hamza Ejaz
-
Review titled What a wonderful practice!
Rated 5 stars out of 5
by Sarah P - Posted on 16 August 2023
Had my first appointment at Petersfield today. The team there are fantastic, remain astonishingly good humoured, helpful and friendly. NHS at its best. Cannot fault.
Visited August 2023
Review titled Petersfield Medical Practice
Replied on 18 August 2023
Thank you so much for sharing your experience at Petersfield! We're thrilled that your first appointment went so well and that you found the team fantastic, good-humoured, helpful, and friendly. It's heartening to know that the NHS delivers its best through dedicated individuals like those at Petersfield. If you have any more appointments or interactions in the future, we're here to ensure your continued positive experience. Your kind words mean a lot to us!
-
Review titled This practice is now shamefully inaccessible!
Rated 1 star out of 5
by V. Tutko - Posted on 02 May 2023
I am a patient at this practice for last 18 years. I did not experience significant problems in early years. Everything started to turn badly about 4-5 years ago - last time I saw a GP face to face after a wasp sting cellulitis infection. I have a long term health condition and should be seen by my GP at least once a year! However, for last few years, well before onset of COVID rules & excuses, I only could arrange repeat prescription medication over the internet or to be seen by a nurse for my annual pre-diabetes & cholesterol check. GPs that I used to see, either retired or left this practice all together and few new ones tat replaced them, well I don't even know their names, that how impersonal this GP practice have became. Unfortunately, I experienced 2 weeks & 3 days ago a very painful prolapsed thrombotic condition that did not get better. I called surgery for appointment on Thursday April 20th and I was told to call next day morning for an appointment. I asked if anyone can call me back later or on Friday. I made a call, as advised, at 8:30 morning Friday 21st to a message of busy line....you are in a queue, so I hang up with hope that my request to get a call later will be fulfilled. Sadly, it wasn't and I continued to self-treat & medicate my painful health problem for another week. By Friday 28th April my problem clearly broke open and I urgently called GP practice to a very uncooperative & dismissive receptionist. There was no attempt for her to listen to me in detail, her rebuke was purely squared at me for waiting for too long to call and now it is too late, as there were no appointments available. I asked for next day appointment, was rebuffed again that it is Saturday, asked for Monday appointment, was reminded by her that it is a Bank Holiday and recommended to go to A&E instead! I asked about appointment for Tuesday and she said that I have to call on Tuesday morning to get my appointment arranged. Only after that I lost my temper, knowing that constantly telling patient to call another day in the morning for arranging an appointment is illegal since April 1st 2023 while clearly being upset about my acute painful health problem getting worst. She could suddenly book me with a nurse for 16:25 on Friday. I should not loose my temper and scream in order to be seen with painful bleeding condition! However, nurse didn't know why is she seeing me and then did not take a look at my health problem/bleeding prolapsed open wound, as she couldn't do anything about it (I have to be seen by a GP instead). She kindly arranged appointment with GP for Tuesday May 2nd at 10:15 (without telling me to call in the morning for an appointment). Today, Tuesday May 2nd, my prolapsed thrombotic problem is now badly infected, looking more like infected prolapsed fistula! My husband is driving from work to take me back to A&E - from this point my specific health problem might easily turn into dangerous sepsis (1 week and 5 days from initial phone contact)!
Visited April 2023
Review titled Petersfield Medical Practice
Replied on 19 May 2023
Please accept our sincerest apologies for the inconvenience and distress you have experienced. We take patient feedback seriously and are committed to addressing your concerns promptly. We understand that you have been a patient at our practice for the past 18 years, and we acknowledge the changes you have observed over the last few years. We apologize for the impersonal nature of your recent interactions and the lack of continuity in seeing familiar GPs. It is important to us that our patients feel heard and receive personalized care, and we apologize for any frustration caused by these circumstances. Regarding the specific incident with your prolapsed thrombotic condition, we deeply regret the delays and miscommunication that occurred. It is clear that there were gaps in our appointment scheduling and communication processes, and we are taking immediate steps to rectify these issues to prevent similar situations in the future. Your description of the uncooperative and dismissive attitude of our receptionist is concerning, and we sincerely apologize for her behavior. We have addressed this matter with the receptionist involved, emphasizing the importance of empathy, active listening, and respectful communication. We are committed to ensuring that all staff members adhere to the highest standards of professionalism and patient care. Additionally, we apologize for the lack of appropriate medical attention during your initial appointment with the nurse. It is regrettable that she was unable to provide the necessary examination and treatment for your condition. We have discussed this incident with the nurse involved and reinforced the importance of recognizing when a patient requires the attention of a GP. We understand that the delays in obtaining a timely appointment have caused significant distress and may have worsened your health condition. We strive to provide prompt and effective care to all our patients. Your health and well-being are our top priorities, and we deeply regret any harm caused by the delays in addressing your concerns. In order to address your concerns comprehensively and prevent similar issues from occurring in the future, we would like to invite you to meet with our practice manager. During this meeting, we can discuss your experience in detail, review our current processes, and work together to identify areas for improvement. Please let us know a suitable date and time, and we will make the necessary arrangements. We value your continued trust in our practice, and we are committed to regaining your confidence by taking the necessary steps to improve our services. We look forward to the opportunity to meet with you and address your concerns directly. Hamza Ejaz Practice Manager
-
Review titled Can't fault it
Rated 4 stars out of 5
by M Haig - Posted on 05 May 2023
I can't understand all the negative reviews of this surgery. My experiences with every doctor, nurse and midwife I've seen here in the past 5 years (including during covid) have been faultless. The doctors are professional, empathetic and unflappable despite their huge workload. I've never struggled to get an appointment - usually same day, provided you call first thing or at 1pm. Some of the receptionists could do with extra training but for everything else I really can't complain.
Visited January 2023
Review titled Petersfield Medical Practice
Replied on 19 May 2023
Thank you for taking the time to share your positive experiences with our surgery. We greatly appreciate your kind words and are glad to hear that you have consistently received excellent care from our doctors, nurses, and midwives over the past five years, even during the challenging times of the COVID-19 pandemic. We are proud of our team's dedication to professionalism, empathy, and maintaining composure in the face of a heavy workload. It is our utmost priority to provide compassionate and high-quality care to all our patients, and it brings us joy to know that we have met your expectations in this regard. We are pleased that you have found it relatively easy to schedule appointments, often on the same day, by calling early in the morning or at 1 pm. We continuously strive to optimize our appointment availability and ensure that our patients receive timely care when they need it most. While we appreciate your positive feedback about our medical professionals, we take note of your suggestion regarding additional training for some of our receptionists. We are committed to ongoing training and development to enhance the skills and customer service provided by our entire team, including our front desk staff. Your support and understanding are invaluable to us. If you have any further feedback or suggestions to help us improve our services, please do not hesitate to share them with us. We are always eager to listen and continuously enhance the care we provide to our patients. Thank you once again for your kind words and for placing your trust in our practice. We are grateful for your continued support and look forward to serving you with the same level of excellence in the future. Hamza Ejaz Practice Manager
-
Review titled Terrible, I am in tears!!
Rated 1 star out of 5
by Harold Hill - Posted on 28 October 2022
They cancelled my appointment, a phone appointment even. Then started giving me a runaround for booking the next one. I would have appreciated if they had booked me on the next days appointment because I told them I am in pain in my hand joint yet I am a carer so I cannot work with the pain. Instead, I have to call every morning to be told by an automated machine the appointments are gone everyday. Out of hours service says I have to go through the GP to carry out an investigation, they cannot help. And the receptionist just talks over you on the phone. What am I supposed to do! How long can one live like this???
Visited October 2022
Review titled Petersfield Medical Practice
Replied on 19 May 2023
I am truly sorry to hear about the difficulties you have encountered in trying to schedule a phone appointment and the subsequent challenges in booking a follow-up appointment. I apologize for any inconvenience and frustration this has caused you, particularly given your pain and the impact it has on your ability to work as a carer. Cancelling your appointment, especially when you are experiencing pain, is not the level of care we strive to provide. I understand your disappointment and frustration in not being able to secure a timely appointment for your needs. It is essential for us to ensure that patients receive the necessary care and support, especially when they are in pain. The automated system that informs you about the availability of appointments every morning seems to have contributed to the frustration you are experiencing. We are actively working to address this issue and improve the accessibility of our appointment scheduling process. I am sorry to hear that the out-of-hours service was unable to assist you directly and referred you back to the GP for further investigation. We will review our communication and coordination processes with the out-of-hours service to ensure a smoother and more supportive experience for our patients. Furthermore, the receptionist speaking over you during phone calls is not in line with our standards of communication and patient care. We will provide additional training and support to our reception staff to ensure that they actively listen to patients and respond in a respectful and helpful manner. I truly understand the urgency and frustration you are feeling, and I want to assure you that we take your concerns seriously. Please allow us the opportunity to rectify this situation. I kindly request that you provide us with your contact information so that I can personally assist you in scheduling an appointment and addressing your immediate needs. Once again, I apologize for the distress caused, and I appreciate your patience as we work to resolve this matter. Your well-being and comfort are important to us, and we will make every effort to ensure that you receive the care and support you require. Please do not hesitate to reach out to me directly with your contact information or any additional concerns you may have. I am committed to addressing this situation promptly and finding a suitable solution. Thank you for bringing this matter to our attention. We value you as a patient and are dedicated to providing you with the care and support you need. Hamza Ejaz Practice Manager
-
Review titled Caring, responsive and very efficient
Rated 5 stars out of 5
by DEBORAH ALLEN - Posted on 27 June 2022
I received a phone appointment with a GP at the practice. I am fortunate not to need regular medical consultation but had a niggling concern I needed advice on and wished to resolve. The GP I spoke to listened well, captured the details of my symptoms and followed up immediately with referrals. I managed to get an X-ray appointment the following day, then an in-person appointment with blood tests the day after that. At every stage from arrival at the practice, I felt I was dealt with calmly and professionally. I can only thank the whole team at Petersfield for dealing with my case so efficiently.
Visited June 2022
Review titled Petersfield Medical Practice
Replied on 19 May 2023
Thank you so much for taking the time to share your positive experience at our practice. We are delighted to hear that your recent phone appointment with one of our GPs was productive and that you felt well taken care of throughout the entire process. We greatly value your feedback and appreciate your kind words about our team. It is our utmost priority to provide compassionate and efficient care to all our patients, and we are thrilled that we were able to address your concerns promptly. We are glad that the GP listened attentively, documented your symptoms accurately, and followed up promptly with the necessary referrals. It is essential to us that our patients feel heard and receive the appropriate care in a timely manner. We are also pleased to hear that you were able to secure an X-ray appointment and an in-person appointment with blood tests quickly. Providing convenient access to diagnostic tests and follow-up care is crucial, and we are committed to facilitating these services efficiently. Your appreciation for the calm and professional approach of our team members warms our hearts. We continuously strive to create a welcoming and supportive environment for all our patients, ensuring that their healthcare journey is as smooth and comfortable as possible. Your positive feedback motivates us to maintain our high standards and constantly improve our services. We are grateful to have been able to assist you and address your health concerns effectively. If you have any further feedback or suggestions, please do not hesitate to let us know. We are always looking for ways to enhance our patient experience and provide even better care. Once again, thank you for your kind words. We are honored to have been able to help you, and we remain dedicated to being your trusted healthcare provider.
-
Review titled Super experience
Rated 5 stars out of 5
by Anne Dixon - Posted on 10 June 2022
Phoned at 08.00. Reply within 5 mins. Appointment at 10.15. Lovely receptionist who was so helpful, as always. The doctor was so kind and sorted my problem with prescription following a very thorough examination including taking a swab. This morning I received follow-up call asking how I was and giving test result. This is the sort of service my husband and I always receive from Petersfield. I recently was diagnosed with cancer and received the most amazing care from everyone at the surgery.We feel so fortunate to have this level of service.
Visited June 2022
Review titled Petersfield Medical Practice
Replied on 19 May 2023
Thank you for sharing your heartfelt appreciation for the service you received at our practice. We are truly humbled by your kind words and are honoured to have been able to provide you and your husband with the care and support you need. It is fantastic to hear that your recent experience was marked by efficiency and responsiveness. We strive to prioritize our patients' needs and ensure that they are seen as quickly as possible. We are delighted that you received a timely appointment and that our receptionist was helpful and accommodating, as they always aim to be. We are pleased that the doctor provided thorough care and took the time to examine you comprehensively, including taking a swab, to ensure an accurate diagnosis and appropriate treatment. Their kindness and dedication to addressing your concerns are at the core of our commitment to patient care. We are also grateful that you received a follow-up call to check on your well-being and provide your test results. Continuity of care and ongoing support are vital, especially in situations like yours. Our team strives to maintain open lines of communication and ensure that you receive the necessary information and follow-up care. We deeply appreciate your trust and confidence in our services, especially during such a challenging time as your cancer diagnosis. Our entire team is committed to providing compassionate and exceptional care to all our patients, and we are grateful to have been able to support you and your husband. If there is anything further we can do to assist you or if you have any other feedback to share, please do not hesitate to reach out. Your feedback helps us continually improve and ensure that we meet the needs of our patients. Once again, thank you for your kind words and for entrusting us with your care. We are privileged to serve you and remain dedicated to providing the highest level of service possible.
-
Review titled The receptionist is rude
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2022
For me it is extremely difficult to make an appointment because my job does not allow me to spend an hour on the phone. So I am generally very stressed by this system, and the receptionist makes the situation even more complicated. I had to refuse an appointment because I could not take time off from work with just one hour notice, and I was pointed out that if I really felt bad I would have accepted and my employer is obliged to give me a permit. It doesn't work like that, we all know it. After this very unfair comments, for days I haven't had a chance to have a new appointment and she was remarking every time that I had refused an appointment and that this fact was written black on white. Basically, the receptionist decides whether or not a person needs medical attention... I understand that it's not their fault if the entire system is going quite badly, between Covid and Brexit etc, they are probably very stressed, but still it's impossible to be so unfair with the patients. The doctors on the other hand are all very nice, which is definitely more important.
Visited May 2022
Review titled Petersfield Medical Practice
Replied on 19 May 2023
I want to express my sincere apologies for the difficulties you have faced in trying to make an appointment and the added stress caused by our current system. I understand that your job commitments make it challenging for you to spend extended periods of time on the phone, and I regret any inconvenience this has caused. I am truly sorry for the unfair comments made by our receptionist regarding your need for an appointment and the assumption about your employer's obligations. It was inappropriate and does not reflect the level of care and respect we aim to provide to our patients. I assure you that we will address this matter directly with the receptionist involved to ensure that such comments are not repeated. Your frustration about the lack of availability for a new appointment is understandable. It is important for us to ensure that patients receive timely medical attention, and we recognize that our current system has fallen short in meeting your needs. We are actively working to improve our appointment scheduling process and explore alternative solutions that accommodate our patients' diverse circumstances. I appreciate your understanding of the stress our receptionists may be under due to the challenging circumstances surrounding COVID-19 and Brexit. However, it is crucial that they maintain professionalism and fairness in their interactions with patients. We will reinforce the importance of empathy and sensitivity in their training and provide them with the necessary support to handle stressful situations more effectively. I am pleased to hear that you have had positive experiences with our doctors. Building a strong patient-doctor relationship based on trust and compassion is indeed a priority for us. We will continue to ensure that the medical care you receive remains of the highest quality. I would like to discuss your concerns further and explore ways to improve our appointment system to better suit your needs. Please let me know the best way to contact you, whether it's through email, phone, or an in-person meeting. Your feedback is valuable, and we are committed to addressing the issues you have raised to provide a more positive experience for you and our other patients. Once again, I apologize for the distress caused by these circumstances. We appreciate your patience and willingness to provide feedback as it helps us identify areas for improvement. We remain dedicated to providing you with the care and service you deserve.
-
Review titled Absolutely awful
Rated 1 star out of 5
by Anonymous - Posted on 05 May 2022
I have had absolutely nothing but appauling service from here. The receptionists are extremely rude, very unhelpful, have had several appointments cancelled last minute by them (that were booked months in advance, with no follow up after the cancellation, just a referral to a chemist), lost referrals, pretty much having to self diagnose the issue when I’ve had an appointment with a doctor which seems pointless. I’ve never known a doctors like it. I know that doctors surgeries aren’t perfect and every clinic has its issues, but this surgery is something else. The way the receptionists speak to people, not just myself, having witnessed it several times when attending, is absolutely disgusting. If the issue is overworked or they don’t want to work there, then it needs to be resolved. You need to take a long hard look at your customer service training and the staff working here. I feel genuinely sorry for anyone that has serious health issues as mine have thankfully been minor, but I can’t imagine what people go through just to be able to get help at this surgery. Just the thought of having to make an appointment or ask for something from this surgery gives me anxiety and so much frustration.
Visited May 2022
Review titled Petersfield Medical Practice
Replied on 19 May 2023
I am deeply sorry to hear about your consistently negative experiences and the level of service you have received at our clinic. Please accept my sincere apologies for the rude and unhelpful behavior of our receptionists and the various issues you have encountered, such as last-minute appointment cancellations, lost referrals, and the need to self-diagnose. It is truly disheartening to learn that our receptionists have failed to meet the expected standards of professionalism and customer service. Their behavior is not reflective of the values we uphold, and I assure you that this matter will be addressed promptly. We understand the frustration and anxiety that can arise when seeking medical assistance, and it is our responsibility to provide a supportive and caring environment for all our patients. We are committed to reviewing and improving our customer service training to ensure that our receptionists understand the importance of empathy, respect, and helpfulness in all their interactions. Furthermore, I apologize for the inconvenience caused by last-minute appointment cancellations and lost referrals. These occurrences are not acceptable, and we will investigate the causes and implement measures to prevent their recurrence. Your experience should be one of trust, reliability, and effective communication, and we will work diligently to regain your confidence in our clinic. I want to assure you that we take your feedback seriously, and we are dedicated to making significant changes to address the issues you have raised. We strive to provide a healthcare experience that is compassionate, efficient, and focused on the well-being of our patients. If you would be willing to share more specific details or suggestions for improvement, I would greatly appreciate the opportunity to discuss them with you. Your insights are invaluable in helping us identify areas where we can enhance our services and ensure that every patient receives the care they deserve. Once again, I sincerely apologize for the distress you have experienced as a result of our shortcomings. We are committed to learning from this feedback and taking the necessary steps to improve the quality of care and service at our clinic. Thank you for bringing these concerns to our attention. We genuinely appreciate your honesty and your willingness to help us become better.