Red And Green Practice - Ratings and reviews
Reviews
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Review titled Best Asthma Nurse
Rated 5 stars out of 5
by Hazel Priest - Posted on 26 February 2024
I need to leave a big thankyou to your Asthma nurse who saw me earlier in 2023 and had the foresight to leave a sputum test form on my documents for me to use if my health went down hill. Without you I’d have probably spent Christmas in hospital or worse. As a result of the test I was given a course of antibiotics and was able to recover over Christmas and the New Year. My husband said that in all the 42 year we have been together he has never seen me so ill. Thank you so much, you made a massive difference.
Visited December 2023
Review titled Red And Green Practice
Replied on 01 March 2024
Dear Mrs Priest. Thank you for taking the time to respond it is incredibly important that we receive both positive along with critical feedback of our service. I'm so happy that you managed to recover quickly. You know where we are if you need us. Kind regards Phil Sayers Practice Manager
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Review titled Terrible, worst 'service' imaginable.
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2023
Made to feel completely embarrassed and treated with utter disdain by the 'appointment booking' staff. Officious, uncaring receptionist on the phone (when you do eventually get through). Why are the receptionists asking what the medical problem is? (This may be personal). Are they qualified medical staff able to make decisions and judgements? Regardless, no appointments available, ring back etc etc. Absolutely shocking, depressing quite frankly.
Visited October 2023
Review titled Red And Green Practice
Replied on 05 December 2023
Dear sir or madam, I'm sorry if any of our team have made you to feel embarrassed, the receptionists ask what your problem is so they can get you to the most appropriate clinician in our team. This triage algorithm is developed by our doctors and is clinically appropriate and constantly reviewed, if we didn't have this system in place patient appointment waiting times would increase significantly. As a practice we currently deliver over 98,000 appointments per year, for a population of 22500 patients, along with the entire NHS, demand, especially since covid, has increased exponentially, however we are seeing 5% more patients than before the pandemic began and working as hard as we can to satisfy demand.
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Review titled Cannot make appointments
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
You can only make an appointment with this surgery by phoning at 8am if you can't phone at that time forget it. If you do try and call be prepared to be on the phone for over an hour and be cut off. Check other reviews online lots of patients unhappy
Visited May 2023
Review titled Red And Green Practice
Replied on 05 December 2023
The practice is currently delivering 98,000 appointments per year to our population of 22500 patients, along with the Urgent Care Centre at the new Hythe Hospital. Our telephone response rates are generated by our cloud based telephony system show we answer our calls on an average of 2mins 18 sec and 3 mins 34 secs depending on the day of the week. For clarity and probity the practice receives significantly higher numbers of compliments to the practice than complaints
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Review titled A wall of indifference
Rated 1 star out of 5
by Anonymous - Posted on 25 November 2022
On discharge from SGH , following an emergency admission for Pulmonary Embolism my wife had an extreme adverse reaction to one of her prescribed medications. I telephoned, explained that she was in some distress and asked for an urgent care appointment. I was told she could not have one as all the appointments for the morning had been filled. The system would not allow me to book an appointment for the afternoon so I was instructed to call later at 12.30 which I did. I was held at number four in the queue for over twenty minutes at which point I made my way to the surgery and eventually booked an appointment there. At this point I was still number four in the telephone queue. My wife saw a very pleasant practice nurse who prescribed antihistamines. These had little effect. Her condition worsened and my wife was readmitted to the SGH acute medical unit where she remained for three further nights. The current appointment system is too rigid and shows little empathy or understanding. The reception staff appear to be untrained in any skill other than politely adhering to a set routine regardless of urgency or need. There needs to be some flexibility built into this system other than being told I had the option to call 999 which at the time was inappropriate.
Visited November 2022
Review titled Red And Green Practice
Replied on 05 December 2023
Thank you for your thoughts we are constantly looking at how we can improve our services and in particular our appointments structure.
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Review titled Poorly led; indifference to patient service
Rated 1 star out of 5
by Mike Hawker - Posted on 13 September 2022
I write this appreciating that my experience is now the norm. The reaction of practice staff was not one of surprise but of resignation. I telephoned the practice to make an appointment with a GP ( necessary because I knew I needed a referral to a consultant) on 12 September. I was told to ring the following morning at 8:00 a.m. I rang at 8:00 the practice was closed; I rang six more times and it was engaged; finally answered at 8:02 and I was 15th in the queue. My call was dealt with 45 minutes later; I got an appointment for 9:55. I cancelled a meeting; the appointment was 20 minutes late but more importantly was not with a GP. The next available GP appointment was in 7 days time ( why didn't they offer it the day before!). I subsequently rang a secretary who could not help but referred me to the Operations Manager.
Visited September 2022
Review titled Red And Green Practice
Replied on 22 September 2022
Dear Mr Hawker Thank you for your feedback If you wish to discuss your problems with the practice further please do not hesitate to contact myself Mrs Dawn Poole Operations Manager or Mr Philip Sayers Practice Business Manager