Tavyside Health Centre - Ratings and reviews
Reviews
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Review titled Request for help - 'Computer says no'
Rated 3 stars out of 5
by Anonymous - Posted on 05 March 2024
My wife put in a request for me this morning but unfortunately chose admin instead of medical. Practice response was we are unable to process try again tomorrow - between 0800 and 1000. Unable - I would say unwilling and inflexible - if staff are unable to transfer to the right section then they need training or perhaps this is a ploy by the practice to block/delay queries. Did anyone actually read the request or was it a straight - 'computer (surgery) says no' Feels like I am being punished for a simple error on my wife's part. I transferred to this surgery because they had a good reputation - on this evidence I'm not sure why!
Visited March 2024
Review titled Tavyside Health Centre
Replied on 21 March 2024
Dear Anonymous Thank you for your feedback. My name is Jonathan and I am the Practice Manager at Tavyside Health Centre. I am sorry to hear of your recent experience with the practice. We always strive to provide our patients with an excellent experience, however we understand we may not always get everything just right. Unfortunately, demand is at an all time high and to ensure we meet our patients needs, whilst continuing to operate a safe service, we have to cap the amount of online forms that we receive each day. Sometimes patients chose to complete the admin section to bypass the usual channel and therefore we do have an automated response to explain to patients to complete the right form. I will of course bring this up with the care navigation team to explain that we should always try and help our patients where possible, especially as this was a simple error. If you would like to discuss this in more detail, please do not hesitate to contact me on either D-ICB.Tavyside@nhs.net or 01822 613517. Kind regards Jonathan Practice Manager
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Review titled Lifton Surgery Outstanding
Rated 5 stars out of 5
by Lynn Strickland - Posted on 16 February 2024
I recently received an outstanding service from staff at Lifton Surgery. The diabetic nurse was amazing, her knowledge and enthusiasm left me feeling totally supported. The Gp was also brilliant, her professional and friendly approach made what could have been a difficult examination, relaxing and reassuring. The HCA taking bloods and ECG was very efficient and friendly. Lifton Sugery is definitely one of the best. Thank you all for your wonderful service to me and my family.
Visited February 2024
Review titled Tavyside Health Centre
Replied on 19 February 2024
Dear Lynn Thank you for your wonderful feedback. It's lovely to read comments like this and is fantastic to see your expectations were met when attending Lifton Surgery. I have passed your kind comments onto the relevant staff members. Kind regards Jonathan Coe Practice Manager
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 28 February 2024
Lifton surgery 23/02/24 16:15pm. Terrible beside manor, just wanted me out of there. She had no idea why I was there although I had explicitly explained why I wanted the appointment to another GP weeks earlier so she had plenty of time to prepare. When she did give me the results I asked her to explain them in "layman terms"? She replied "perhaps you should have gone to see the Orthopaediatrician". I didn't want to get into an argument, but what was the point of seeing one before I had the test? I'd only been in there for 5 minutes and she made it clear she didn't want to discuss any thing else, but I pressed her to look at my ear, which she did, then started complaining about having time to write her report. which I see only contains 6 full lines of explanation, hardly a novel! The Surgery wasn't busy even so I had to wait a further 15 mins (16.30) before going in to my appointment. There was one person in the waiting room before me and no one in there when I came out. ( Please don't tell me there may have been an emergency, that old chestnut is wearing thin, there can't be an emergency every time I have an appointment. I have yet to go in to an appointment on time!). I decided to to look up the test results myself by going onto the NHS website, checking my records and going online to get an explanation. This appointment was a complete waste of my time. If I was offered another appointment with this woman I would refuse it, and ask to see someone else.
Visited February 2024
Review titled Tavyside Health Centre
Replied on 21 March 2024
Dear Anonymous Thank you for your feedback. My name is Jonathan and I am the Practice Manager at Tavyside Health Centre. This is extremely disappointing to hear and I would very much like to discuss this further with you. Could you please email the practice addressing your email to myself (D-ICB.Tavyside@nhs.net). In regard to your point on the surgery not being busy, although the waiting room may appear empty, this does not mean our staff are not working behind the scenes. They may have been on a telephone call to a patient, on a visit, dictating a referral, issuing prescriptions, setting up end of life care medication, in a safeguarding meeting, or dealing with an emergency. Kind regards Jonathan Practice Manager
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Review titled Excellent GP
Rated 5 stars out of 5
by Anonymous - Posted on 26 February 2024
I suffer from long-standing mental health problems, but have been out of contact with my GP surgery for many years. After being forced by ill health to take a leave of absence from work, I made an appointment with the surgery to obtain a fit note. I was assigned to GP I hadn’t seen before, but I was extremely impressed by the level of care I received. They were helpful, sympathetic and efficient; they listened to what I had to say, and made suggestions as appropriate. I felt they genuinely cared that i was going through a difficult time, and it meant a lot to me. Sadly, I have seen many doctors in regards to my condition, but they are certainly one of the best. I hope they stay at Tavyside, as they are a credit to the NHS.
Visited January 2024
Review titled Tavyside Health Centre
Replied on 26 February 2024
Dear Anonymous Thank you for your feedback. I am sorry to hear of your recent ill health and I hope a full and speedy recovery. It is wonderful to hear such positive feedback and I will ensure this is passed onto the wider team. Many thanks Jonathan Practice Manager
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Review titled Fantastic care and support
Rated 5 stars out of 5
by Anna Hazeldine - Posted on 07 March 2023
I cannot speak highly enough of Tavyside Surgery. I have received a really high quality of care over a long period of time. Everyone goes above and beyond to help. Great system to access doctors and really friendly team. Thank you.
Visited March 2023
Review titled Tavyside Health Centre
Replied on 14 March 2023
Dear Mrs Hazeldine Thank you so much for your positive feedback. Our team always strive to provide the best possible service and care. I will pass this review onto the wider team who will very much appreciate your feedback. Kind regards Jonathan Deputy Practice Manager
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Review titled Awful, awful, awful
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
Once again, your receptionist fobs me off and I am unable to make an appointment. It's been two years now since I've been able to see a doctor. Do I have to go private? Just don't understand why I am never allowed to see a GP.
Visited February 2023
Review titled Tavyside Health Centre
Replied on 01 March 2023
Dear patient Thank you for your feedback and I apologise for the experience you encountered on this occasion. Our receptionist always strive to go above and beyond in helping our patients achieve the best outcomes for their health and will always offer ways of making an appointment with a GP. Sadly, resources are limited and although we have appointments available everyday, these do get booked up fast and we sometimes have to advise patients to call back the following day or offer the patient to complete an online form, which the receptionist can complete on your behalf if you are unable to. We are now in the process of changing our system due to unprecedented demand and will soon be able to offer pre-bookable face-to-face or telephone appointments with a GP (as of 1st April). To better understand your experience with us, it would be helpful if you could email the Practice at d-icb.tavyside@nhs.net or call me on 01822 613517 so we can investigate this matter further. Kind regards Jonathan (Deputy Practice Manager)
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Review titled First class service
Rated 5 stars out of 5
by Marlene Stockbridge - Posted on 19 August 2022
Doctor was very helpful on two occasions this week after an A&E visit. The reception team dealt with my concerns in a kind and professional manner .
Visited August 2022
Review titled Tavyside Health Centre
Replied on 22 August 2022
Dear Marlene Stockbridge Thank you for your feedback. Your comments are very welcome confirmation of the great service provided and I will gladly feed this back to the wider team. Kind regards Jonathan Operations Lead
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Review titled Incredible Practice
Rated 5 stars out of 5
by Angela Lee - Posted on 08 August 2022
Not for the first time I instigated an online request for advice at 10.30, at 1.30 I received a call from a GP who dealt with my problem and gave me reassurance, he showed care and concern for me as an individual. I would also like to commend all the reception staff who have always been most helpful. Lucky to have such a great practice.
Visited August 2022
Review titled Tavyside Health Centre
Replied on 09 August 2022
Dear Angela Lee Thank you for your wonderful feedback. We are happy that we have met your expectations, could offer reassurance and that are team were helpful. We will pass this feedback on to all those involved. Kind regards Jonathan, Operations Lead
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Review titled Not able to contact for appointment
Rated 3 stars out of 5
by Anonymous - Posted on 18 July 2022
Rang Friday pm to book appointment, was told by receptionist that she couldn't do appointments on a Friday afternoon. Told to use on-line service, or call back Monday morning. Tried online, can't book appointment and the online services page said not available until next week. Now, Monday, the Tavyside website is down! Terrible service.
Visited July 2022
Review titled Tavyside Health Centre
Replied on 19 July 2022
Dear Patient Thank you for your feedback. I am sorry to hear of the issues you encountered when contacting our reception team, I will feed this back to the reception manager. Unfortunately, are website is down and is out of the Practices control, however, we are doing everything we can to work with our web provider to fix this as soon as possible. Should you wish to discuss this further, please do not hesitate to contact me on 01822 613517 Kind regards Jonathan Operations Lead
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Review titled Receptionists are always rude and unhelpful
Rated 2 stars out of 5
by Emma - Posted on 12 August 2022
I hate phoning tavyside health centre, the receptionists are so rude, they have a terrible attitude. Generally come across like they don't want to help and can't help at all. I don't really know what they do to be honest, they don't act helpful or supportive. They just seem to forget that they are dealing with some really poorly people, or what situation people may be in. I wish I could just deal with the people at Lifton all the time they are lovely!
Visited July 2022
Review titled Tavyside Health Centre
Replied on 15 August 2022
Dear Emma Thank you for your feedback. My name is Jonathan and I am the Operations Lead at Tavyside Health Centre. I am sorry to hear of the issues you have encountered whilst contacting our team, this is not the service we want to provide. We want patients to find us approachable, empathetic and be met with a helpful and smiley face. As you know, all calls are recorded for training and monitoring purposes and I would very much like to listen to the call you had with our team so we can provide further training where required. Would you be able to contact myself on either d-icb.tavyside@nhs.net or 01822 613517. I do have to highlight that all the staff who work at Lifton surgery, do so on a rotational basis and are the same members of staff who operate the phones at Tavyside. Kind regards Jonathan Operations Lead