The Deepings Practice - Ratings and reviews
Reviews
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Review titled cancelled appointments
Rated 2 stars out of 5
by Claire Hall - Posted on 03 November 2023
I have recently had 2 MSK appointments cancelled without being told and why. I had one a few weeks ago where i waited in my house for hours and had no call, and was due to have one today from 12-2pm (3/11/23) and no call. I rang up and was told they had cancelled the appointment for my daughter as she was 14, even though my doctor i saw this week told me to she had referred my daughter Sophie Hall for physio and that i should book the appointment. Why did the MSK team not do the decent thing and let me know what was going on, not to just cancel it without any notice. I have been waiting for the call for nothing to happen, so had to phone up and waste my time and the receptions time to resolve this. The practice go on about patients missing appointments and not letting them know they are not coming so i wouldn't expect an employee at the practice to do the same and it appears you don't practice what you preach!. I am now left very frustrated and this issue is now going round in circles getting nowhere. The receptionist was very helpful trying to sort it out today but this was not their issue to sort out. An appointment was made but now have to wait another few weeks to have a call, and no doubt for no one to call me again!. This is such a frustrating process and needs to be looked at. Thanks Claire
Visited November 2023
Review titled The Deepings Practice
Replied on 28 February 2024
Dear Mrs Hall, Thank you for taking the time to leave a review. We are very sorry to hear of your frustrations with our processes. Unfortunately, we are unable to discuss personal complaints via this platform, however if you would like to contact us directly we would be happy to respond to your concerns feedback.deepingspractice@nhs.net Kind Regards Claire Assistant Practice Manager
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Review titled Excellent efficient practice
Rated 5 stars out of 5
by Jan Hetherington - Posted on 12 November 2023
I did wait a long time for an appointment, and had the first one cancelled resulting in a long wait againbut the treatment was carried out well
Visited October 2023
Review titled The Deepings Practice
Replied on 19 December 2023
Dear Ms Heatherington, Thank you for your review. We are pleased to hear you were happy with your appointment. We aim to offer routine appointments within 14 days. In the unfortunate event of unforeseen clinician absence, occasionally, appointments may need rearranging. We do endeavour to rebook these for patients as quickly as possible. Kind Regards Claire Assistant Practice Manager
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Review titled Dementia Resource Centre
Rated 4 stars out of 5
by Julie Harrison - Posted on 02 February 2024
At the point of my husband’s Alzheimer’s diagnosis a GP from Deeping Practice contacted the Dementia Resource Centre in Peterborough who in turn contacted me and my husband and myself now attend weekly meetings there. One for my husband and a carers meeting for me. Attending here has been a positive experience.
Visited October 2023
Review titled The Deepings Practice
Replied on 07 February 2024
Dear Mrs Harrison, Thank you very much for taking the time to review the Deepings Practice. we are very pleased to hear of your positive experiences with the Dementia Resource Centre, we will of course share this feedback with the team. Kind Regards Claire Assistant Practice Manager
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Review titled Appointments
Rated 4 stars out of 5
by Anonymous - Posted on 06 October 2023
The practice has always had online appointment system which was excellent never a problem to get an appointment. Now you have to phone and cannot get through it’s a nightmare. Please bring the online appointments back which worked for everyone. Thank you
Visited October 2023
Review titled The Deepings Practice
Replied on 11 October 2023
Dear Patient, Thank you for your review. I am sorry to hear of your concerns and would like to reassure you of our commitment to assist patients with access to booking appointments. We are working to the new GP contract which meant we needed to change our appointment system. We do have appointments released online for patients to book, albeit not as many as we had prior to working to the new contract. Patients can also telephone the surgery to request an appointment, and if we have nothing to offer we will put you on a waiting list and contact you once we can book the appointment for you, this ensures the patient does not need to call the practice back the following day(s). I hope this information helps. Kind Regards Claire Assistant Practice Manager
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Review titled What’s gone wrong?
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
It seems this surgery just doesn’t like ill people and tries to dump them on 111 or a walk-in elsewhere. It can take the best part of an hour to just get through to reception, and then you simply get ‘there’s no appointments, someone may ring you in 14 days’. Even then the practise seems to think that patients don’t have work and that they can change timings on the day without offering any mechanism to check it convenient. Do they honestly believe that patients are happy to discuss illnesses whilst at work or in the supermarket
Visited October 2023
Review titled The Deepings Practice
Replied on 11 October 2023
Dear Patient. Thank you for your feedback. As per communications from the practice in May 2023, we needed to change our appointment system in line with the new GP contract, which puts a much greater focus now on continuity of care and ongoing problems. We have much less same day capacity than we did in the height of the Covid19 pandemic, when virtually everything was a same day appointment only. As the contract and terms of this are set by NHS England, we cannot alter them. The practice does provide a measure of emergency, same day care, however appointments are limited. We are not an emergency urgent care centre, nor do we have the capacity to be one. If there are no same day emergency appointments left, we direct patients to other NHS providers locally who will care for patients with urgent/ emergency problems. Whilst we recognise this may cause some frustration to patients, we are confident that when contacting another provider you will be triaged and offered the most appropriate advise and treatment, if needed. We have also adapted our appointment timings to offer a shorter window for a call back, which will benefit patients. We can also note a patient request for a callback date / time, however, understandably this cannot be guaranteed. Kind Regards Claire Assistant Practice Manager
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Review titled Excellent practice & excellent staff.
Rated 5 stars out of 5
by Sue B - Posted on 23 September 2023
I attended this practice for a minor surgical procedure as part of the Community Surgery Service. Everything about my experience at this surgery was excellent from the initial contact to organise my surgery to the parking to the reception staff, from the waiting area to the amazing surgical staff. I was made to feel welcome, treated as an individual, treated with respect and received a service that could not have been bettered in any way. Sadly I’m not able to register, as a patient, with this practice as I live out of their catchment area. However, many other GP practices could learn a lot of lessons and provide a vastly improved patient experience if they ran their services in a similar manner to the Deepings Practice. The service I received at this practice really highlighted the many shortcomings of my own GP service, the most noticeable being the total lack of patient care and respect at my practice. I hope all patients registered with the Deepings Practice appreciate the service, care, excellent staff and facilities that are provided for them. Many of us in Peterborough have to accept a far inferior GP service, both in care, services and respect, all run by anonymous telephone call staff. Thank you again for an excellent service and experience, the people of the Deepings are very, very lucky to have access to such a wonderful health service.
Visited September 2023
Review titled The Deepings Practice
Replied on 11 October 2023
Dear Sue, Thank You very much for taking the time to write such a positive detailed review of your interaction with the Deepings Practice. We are extremely proud of the facilities we have to offer, and our staff who pride themselves on excellent patient care. Feedback such as yours really does make a difference. I have shared your feedback amongst the full practice team. Kind Regards Claire Assistant Practice Manager
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2023
Very rare you can get any kind of appointment, nothing available via nhs app. Not even telephone appointments in the next 16 weeks. When you do get a telephone appointment they rarely call within the time stated. Awful service
Visited September 2023
Review titled The Deepings Practice
Replied on 11 October 2023
Dear Patient, I am very concerned to read your review which is factually incorrect. We are working to the new GP Contract and we aim to call patients who are requesting a routine appointment within 2 weeks. We also have a number of same day appointments that we can offer to patients who require an urgent appointment. If you wish to discuss this further please contact me at feedback.deepingspractice@nhs.net Kind Regards Claire Assistant Practice Manager
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Review titled From reception to GP back to reception excellent A
Rated 5 stars out of 5
by Carol Moore - Posted on 22 September 2023
Apprehensive about seeing GP after so long, had palpitations waiting, but hearing receptionist being kind and helpful to patients was a good sign. GP himself was attentive and did not hurry me, came out feeling better. At reception made a scan appointment, covid and flu appointment, the lady did not rush me and I had excellent service.
Visited September 2023
Review titled The Deepings Practice
Replied on 11 October 2023
Dear Mrs Moore, Thank you very much for taking the time to leave feedback, It is wonderful to read the positive comments regarding our receptionists and GP. I will ensure this feedback is shared amongst the full practice team. Kind Regards Claire Assistant Practice Manager
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Review titled Extremely Poor Service
Rated 1 star out of 5
by Sharon Lynn - Posted on 14 September 2023
My son phone to speak to a doctor, and was told someone would contact him within 2 weeks to make an appointment. He has heard nothing and it is now over 2 weeks. He asked me to phone and chase for him, as he cannot phone from work & had to take a day off to make the last call. I have phoned and found the receptionist completely unhelpful. I am sure if the Surgery was more helpful, people would have a better attitude towards them. Surely no-one of any age should be made to wait this long to speak to a Doctor.
Visited September 2023
Review titled The Deepings Practice
Replied on 11 October 2023
Dear Patient, Thank you for your feedback. I am sorry you found our receptionists unhelpful, however they are not permitted to divulge any patient information to a person without the patients permission, which we did not have on record. We aim to offer a routine appointment to patients within 14 days of their request. Kind Regards Claire Assistant Practice Manager
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Review titled Can’t get appnts to see gp face to face
Rated 2 stars out of 5
by Graham Shipman - Posted on 03 August 2023
Had appointment by gp cancelled by telephone by receptionists due to unforeseen circumstances new appnt 2 weeks time on 16th .All l need is the results of my X-ray in left hand ,which came back abnormal, .The impression l get is that doctors don’t want to see their patients .The service to clients is getting worse not better .This needs to improve as patients health& well being is being put at significant risk .
Visited August 2023
Review titled The Deepings Practice
Replied on 08 September 2023
Dear Mr Shipman Thank you for taking the time to leave a review. Regrettably, due to unforeseen circumstances appointments may sometimes need to be rescheduled, however, please do be advised that if we have urgent results to discuss with patients this will be done as a priority. I would also like to confirm all clinicians do offer face to face clinics as well as their telephone triage clinics. Should you wish to see a doctor face to face please let our reception team know at the time of requesting an appointment and they will do their best to assist you. Kind Regards Claire Assistant Practice Manager