Staverton Surgery - Ratings and reviews
Reviews
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Review titled Failing to get an appointment, unbelievably rude reception
Rated 1 star out of 5
by A Frustrated Patient - Posted on 18 April 2024
I have been trying and failing to get an appointment for some months now. The doctor told me I needed a face-to-face appointment, reception told me I couldn't have one, the doctor called, told me again I needed a face-to-face, failed to book it. I called reception and they rang off. Frankly this is gross negligence.
Visited April 2024
Review titled Staverton Surgery
Replied on 18 April 2024
Dear patient , Thank you for your feedback, I am sorry you were not able to book an appointment. Reception can be at times very busy , but please do try again in the afternoon it is often less busy. We do have same day emergency appointment and face to face routine appointments available at present. There are other ways of booking appointments such as the patient access app and the NHS app. Please sign up for this, if you haven't yet. Dr A Poelvoorde Managing Partner We are always open for feedback , but it is difficult to reply if we do not know the circumstances . Please contact the practice manager if you continue to
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Review titled Appalling service
Rated 1 star out of 5
by john clarke - Posted on 12 October 2023
Been registered with this GP for years. Service in the last 2 years has been dreadful - 3-4 week wait for appointment with named doctor, telephone appointment call backs not kept, paperwork handed in mislaid and not actioned. Avoid this practice if possible
Visited October 2023
Staverton Surgery has not yet replied.
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Review titled Poor and unacceptable service
Rated 1 star out of 5
by Anonymous - Posted on 21 August 2023
Clearly this GP has far too many patients and they do not employ adequate staff to provide even a basic service My appt which I had waited weeks was cancelled with a few hours notice No attempt was made to find another slot (cancellation) and now face another 10 day wait with the likelihood that the appt will also be cancelled. Have had appts in the past, waited 40 minutes and had to leave. As slots are only 10 minutes, obviously private patients are being seen immediately? This practice now seems to be staffed by part timers and locums
Visited August 2023
Staverton Surgery has not yet replied.
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Review titled Considerate nurse service on this occasion
Rated 5 stars out of 5
by Arjan Patel - Posted on 16 July 2023
Date: 15/07/2023 I met first time the Nurse Sadia at Saturday Surgery , today, for my "Inclisiran" Injection, under NICE nhs programme, after hospital dispensation of 3 previous same injection. On this occasion, She had time to explain me more what it is used for. Thank you all at Staverton.
Visited July 2023
Review titled Staverton Surgery
Replied on 27 September 2023
Dear Mr Patel, thank you for your feedback. We shall make sure to pass the message to the hub nurse. Dr A Poelvoorde Partner
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Review titled Kind, considerate and competent
Rated 5 stars out of 5
by Leslie Charles Pickett - Posted on 30 May 2023
I visted several times, for the nurses to deal with dressing ulcers. I found them to be friendly and extremely helpful. Their warmth and kindness were evident, and they put me at ease with pleasant conversation. Prompt and efficient, they gave me confidence in their expertise, especially recently. I can recommend them highly.
Visited May 2023
Review titled Staverton Surgery
Replied on 27 September 2023
Dear Leslie Charles Pickett, Thank you for your lovely feedback and we have passed this comment on to the nurses. Dr A Poelvoorde Partner
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Review titled Excellent service
Rated 4 stars out of 5
by Anonymous - Posted on 17 December 2022
Excellent service from the practice recently for my son and for myself. Responsive, efficient and very helpful.
Visited December 2022
Review titled Staverton Surgery
Replied on 11 January 2023
Dear Patient Many thanks for your feedback, it makes a real difference to us. We are glad you had a positive experience and will shall make sure that the team gets your comment. Dr Poelvoorde, GP partner
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Review titled Mixed bag - but ultimately usually stressful
Rated 3 stars out of 5
by Anonymous - Posted on 18 November 2022
The regular GPs at this practice are pretty good and one in particular is probably the best GP I've ever had, so if you get them, this is a great place to get healthcare. Unfortunately, the stuff about the reception team in the other reviews does have something to it. It's actually quite frustrating because you can sense that everyone at reception is a nice person (although I have seen the needlessly inflame situations with patients in the past) but the way they communicate is just really, really bad. A lot of what's happening is that because their busy, their rushing, and therefore not listening properly, which means you have to repeat everything a million times. It would be so good to look at some training around this because I truly believe it will make the teams work easier for them and improve the patient's experience. I've notice in the comments you mention that you use call recording, so please do feel free to listen to the call I placed yesterday for an example of this when I was requesting your complaints procedure. There does sometimes seem to be some sort of strange disorganisation amongst the team too. On my last visit I really felt for the receptionist that had already started checking me in being continually interrupted by other colleagues asking me the same questions trying to check me in at the same time?
Visited November 2022
Review titled Staverton Surgery
Replied on 11 January 2023
Dear patient, Thank you for your feedback and I am happy you are overall satisfied with the services offered. But of course I am sorry to hear you had a negative experience. We are regularly reviewing complaints and comments to be able to offer training and inhouse learning and we will be reviewing your valid points. We have reviewed the complaint procedure with reception staff so that the difficulties you had, will not happen again. Thank you for your feedback Dr Poelvoorde, GP Partner
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Review titled Speedy responses and kind staff
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2022
My daughter was very poorly, and I was very concerned about suspected meningitis. I contacted the surgery, and had a call back within the hour from the GP who performed a virtual assessment. They were still concerned so arranged a face to face visit within the next 2 hrs. The staff were kind, courteous, reassuring and ensured that we were seen promptly. They offered further appointments if her condition hadn't improved. The surgery and staff are fantastic and are great at answering the phone on the day for concerns.
Visited November 2022
Review titled Staverton Surgery
Replied on 11 January 2023
Dear Patient Many thanks for your feedback, it makes a real difference to us. We are glad you had a positive experience and will shall make sure the team is aware of your comments. Dr Poelvoorde, GP Partner
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Review titled reception staff
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2022
Reception staff are rude don't listen seem to have a don't care attitude when on the phone. Nothing is done about their attitude towards patients. I'll be reporting them directly to a doctor when I see one next. People go to the doctors for help but the Reception staff don't help the situation.I also went to see a doctor last year for my bad menopause I was told to go Holland and Barratt.
Visited June 2022
Review titled Staverton Surgery
Replied on 29 June 2022
I am sorry to hear you are not happy with the service you received on the phone and in person with our GP. We are always happy to learn from any feedback. Please do email me at noreply.staverton@nhs.net with your full details, the events, date and I will make a thorough investigation and then reply back to you. Practice Manager
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Review titled Brilliant new practice nurse
Rated 5 stars out of 5
by Anonymous - Posted on 30 May 2022
I had a routine smear test today and the new Practice nurse was excellent. It was the most painless and efficient smear I have ever had and she has a lovely friendly manner. Would highly recommend her!
Visited May 2022
Review titled Staverton Surgery
Replied on 11 June 2022
Dear Patient Many thanks for your feedback, it makes a real difference to us. We are glad you had a positive experience and will shall make sure that our nursing team is aware . Germaine Brand Practice Manager