Shakespeare Health Centre - Ratings and reviews
Reviews
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Review titled Incorrect or Cancelling appointments
Rated 2 stars out of 5
by Ash - Posted on 16 January 2024
I had a very bad car crash couple of months back and I have been in need for multiple treatments. I had to wait 2 months for this telephone appointment. Instead of receiving a call at the given time the person called 40 mins before the actual appointment time and filed a note that they tried to reach me but no one attended the call. It was also noted that there was an attempt to call twice. But there was no second call received or a call back. I contacted the receptionist twice the same day in regards to it seeking help and a request to call the same day and she advised she will look into it communicate with the team and give me a call back and I never received a call back from the receptionist either. When I called the next day I have been informed that I have to wait longer to see if any appointments are free as this specialist works once a week and that the reception or the admin team is not able to view the calendar or do the booking. I have confirmed regarding this appointment several times when I had a chance with the reception team just to face something like this. This is not the 1st time, I had my Physiotherapy few weeks before this one and the appointment was cancelled without any prior information or communication. And when queried the appointment it was a simple answer oh no it is cancelled with a generic standardised apology statement which means nothing. It is absolutely frustrating to having to go through a facility and treatment like this being a patient. Filling an e-consult for anything and everything and wait an eternity for a treatment regardless of life changing situations or traumatic experiences and only having to see you receive calls at their convenience instead of an allocated time or the other choice is the appointment will just be cancelled without no information. We are just a patient number at the end of the day and not considered as humans. If NHS did think about the patients as a little but more than nhs numbers, responsibility & empathy would have been prioritised & better treatment and services would have been embedded.
Visited January 2024
Review titled Shakespeare Health Centre
Replied on 21 February 2024
Dear Sir/Madam, We are truly sorry to hear about your difficult experience. We take our patients feedback seriously, please be assure that we have massively improved on the appointment waiting times. Patients are getting quicker and timely responses for their appointment requests. I understand that sending eConsult might not be a traditional way of booking appointments but a large number of patients are benefiting from it. All eConsult requests are dealt with by GPs directly and patients normally get a response on the next day if not same day from one of the clinicians at the practice. Please be advised that we can only send a referral to our physiotherapist who then arranges an appropriate appointment for patients. As I am not aware of your details, I am unable to see what was the cause of cancelling your appointment. You may appreciate that unforeseen situations do happen and we sometime have to re-arrange appointments if cancelled due to exceptional or unexpected circumstances. Please speak to our team who will be happy to identify your details and help you with your concerns. Best regards
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Review titled Great Practice!
Rated 5 stars out of 5
by Charnjit - Posted on 20 January 2024
The Shakespere Surgery has been my Family surgery for a long while and all the members in the Surgery are very professional,helpful and very communicative. I have always had a very pleasant experience with the admin staff,the nurses and above all the different Doctors I have dealt in the Past. I will highly recommend this Surgery to everyone for fast and efficient service. Charnjit Saggi
Visited January 2024
Review titled Shakespeare Health Centre
Replied on 21 February 2024
Dear Sir/Madam, Thank you for sharing your positive experience with us. It's great to hear that you've consistently received professional, helpful, and communicative care from the admin staff, nurses, and doctors. Recommendations like yours are invaluable in helping others find reliable and efficient healthcare services. Best regards
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Review titled Confused Receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 09 January 2024
I had my daughter’s vaccination appointment and was running late, so I called receptionist that I am late by 5 min. She said it should be fine. On reaching there, I told her we are here and she said she will check in on system and let us know. 45 min later after waiting when I went up to her, she said I was really late for appointment but I said we were waiting for all that time and then she marked on the system. On later confronting her, she said there was miscommunication and she didn’t check us in on system. By the looks of it she looks very confused on phone and in person. When asked for complaint/suggestion form, she took 15 min to look for it but at ended up giving me empty paper and kept apologising. But I wasted 1 hour there just waiting and missed my other dentist appointment.
Visited January 2024
Review titled Shakespeare Health Centre
Replied on 11 January 2024
Dear Sir/Madam, Please accept our apologies for the delay as upon checking with our staff, we came to know that you had spoken to one of our new staff who was currently in training. She thought that she had already marked your daughter as 'arrived' but unfortunately it had not prompted the check in for your daughter which the staff member was not aware of. We will certainly feed it back to all our staff and try our best to make your experience pleasant in order to restore your confidence in our service. Once again we are sorry for the inconvenience caused. Best regards
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Review titled Very good practice
Rated 5 stars out of 5
by Sat Paul Chandel - Posted on 10 January 2024
I have some on going age related health issues which makes me really worried and when ever I contact the surgery, they are always helpful. I have been using this surgery for more than 10 years and found all the staff very professional,polite and helpful .
Visited January 2024
Review titled Shakespeare Health Centre
Replied on 11 January 2024
Dear Sir/Madam, Thank you for your kind words about our GP surgery! We're thrilled to hear about your positive experience. Our team is dedicated to providing excellent care, and your feedback is truly appreciated. If you have any further comments or if there's anything we can do to enhance your experience, please feel free to contact our reception staff who will be happy to assist. Best regards
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Review titled Poor service
Rated 3 stars out of 5
by Michael - Posted on 03 December 2023
I completed the eConsulation form and on submission I was advised to contact my GP surgery as the eConsultaion recommend a face to face session or to call 111 if my GP surgery is closed. Whan I called the GP surgery; my call was answered after about 15 min even though I was first in line. Upon answering the phone the receptionist said they cannot help me and I should try the eConsulation again or call 111. I was surprised with this advise. I tried to reason with the receptionist explaining my reasons for the call without success. I asked for the receptionist full name and she asked me to hold on. She came back and said as one off only we are going to do this for you - I said let's us not talk about the future and concentrate on the present and talk to me about your action and we talk about the future when the future arrives. I'm not sure what's the purpose of the GP surgery being open if they decline you an appointment in blind after their eConsulation advice you to contact them for face-to-face appointment. I was booked at the Same Day Urgent Care Service and their service was great; shame I couldn't say the same about the GP surgery. I want to hear and know more about what's the GP procedures.
Visited December 2023
Review titled Shakespeare Health Centre
Replied on 11 January 2024
Dear Sir/Madam, We are sorry to hear that your experience was not as expected. We understand that eConsult advises you based upon your responses to the questions asked and depending upon your condition, you may be referred to your GP Surgery. It is normal for our care navigators to ask questions about the urgency of your medical needs and advise you accordingly. We are sorry that our staff member could not offer you an appointment at the time of your call. In some cases patients are advised to resubmit their econsult if the matter is not urgent by reconsidering their responses. An eConsult submitted means, someone can get back to you the same day or by the next working day at the latest. I am glad that our staff members were able to arrange an appointment for you with our same day urgent care team. Your feedback is very important to us. We continue to reflect on our patients feedback and try our utmost to meet the expectations. if you have any further queries please speak to our staff who will be happy to assist. Best regards
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Review titled best practice in hayes with best doctors. .
Rated 5 stars out of 5
by Sayeed Sheikh - Posted on 10 January 2024
the doctors are always there for you to provide the best treatment and guidance when required. registered here for the past 30 years and never had any issues with my treatment and / or health.
Visited April 2023
Review titled Shakespeare Health Centre
Replied on 21 February 2024
Dear Sir/Madam, It's wonderful to hear that you've had such positive experiences with the doctors and the care provided over the past 30 years. Having a longstanding relationship with healthcare providers can indeed foster trust and confidence in the treatment received. It's important to acknowledge both the successes and areas where improvements can still be made to ensure consistent quality of care for our patients. Best regards
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Review titled Terrible with my Prescription order
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
Western eye hospital sent my prescription to my GP (Shakespeare health centre Hayes) they sent me the date on 31st of march 2023 . I haven’t got my prescription yet from GP . I asked them to give it yesterday and today but they didn’t let me have my prescription medication
Visited April 2023
Review titled Shakespeare Health Centre
Replied on 08 May 2023
Dear Patient, We are very sorry to hear that you experienced a delay in getting your prescription. We would advise you to please contact the practice team via eConsult as soon as possible should you have any appointments or prescription related issue. We have a dedicated team who can help you with your query mostly on the same day if you had sent your eConsult in the morning hours. We once again sorry for the inconvenience and if you still have issues with getting your prescriptions please do send us an eConsult and we would be happy to help. Best regards
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Review titled Good practice
Rated 5 stars out of 5
by Shiv - Posted on 27 May 2022
Very well organised Dr listen and understand but the patient going through and makes the right decisions.
Visited May 2022
Review titled Shakespeare Health Centre
Replied on 08 May 2023
Dear Sir/Madam, Thank you so much for your very positive feedback. We believe that patient satisfaction is at the heart of achieving a better quality outcome. Our clinicians always discuss treatment options with patients and empower them to take a good control of their health and wellbeing. Best regards
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Review titled Great practice
Rated 5 stars out of 5
by Archana - Posted on 13 May 2022
I loved the fact doctor called back to check on my child health. Also asked in details whether they can do anything else to make him better which I believed coming for doctor for every patient is like a blessing ..
Visited May 2022
Review titled Shakespeare Health Centre
Replied on 08 May 2023
Dear Patient, Many thanks for your nice feedback. Our team believes that the acceptance of available treatment options and compliance are some of the most important factors in getting patients back on the recovery path and that is what we always strive for. You can always ask write to us via eConsult if you require an appointment for a new problem or need GP advice about a pre-existing condition and we would be happy to contact you with the best possible treatment options available. Best regards
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Review titled Great doctor
Rated 5 stars out of 5
by Anonymous - Posted on 13 May 2022
The doctor very really kind and nice. He made sure that my child is comfortable with him. He did a detailed check for my son to get an insight of the problem
Visited May 2022
Review titled Shakespeare Health Centre
Replied on 08 May 2023
Dear Patient, Thank you so much for your very rewarding feedback. We wish you all the very best for yours and your family's health and wellbeing. Best regards