The Downend Health Group - Ratings and reviews
Reviews
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Review titled Mixed feelings
Rated 3 stars out of 5
by Anonymous - Posted on 28 December 2023
The staff here are amazing and I can not fault them. However, getting to see anyone is a nightmare. I saw a nurse recently and mentioned another issue I had; she asked why I hadn't sought help sooner so I explained it was because getting help is so difficult. It seems hit or miss as to whether you will get to speak to a Dr or HCA when using econsult and if you do get lucky, you still have to wait weeks for an appointment.
Visited December 2023
Review titled The Downend Health Group
Replied on 23 January 2024
Dear Patient, Thank you for taking the time to provide feedback regarding the service you have received from the DHG Team , please be assured the staff will be notified of your kind words. We are sorry that your use of the eConsult system has proved difficult and frustrating. The system has been designed by NHS GPs to enhance patient access, improve practice efficiency and provide practices with the information required to enable us to support our patients effectively. The information obtained through eConsult allows us to triage our patients needs and wants, and enables us to better allocate our clinical time and resources. The questions and flags eConsult assigns to a patient means a risk assessment can be made quickly and with confidence. This does take the patient a little more time to complete, but provides us with a clear understanding of our patients symptoms, as well as their concerns and expectations. It also enables us to book patients into the most appropriate appointment, within a suitable timescale with the correct health care professional. The use of eConsults for clinical appointments has introduced equitable access for all our patients. Prior to it's implementation, if you were able to queue at our front doors in readiness for our 7.30am opening, or were able to make contact via telephone at 8am, you were likely to be provided with an appointment for that day. Often many of those patients did not need an urgent on the day appointment, a routine appointment would have been suitable. By receiving requests via eConsult we have the opportunity to prioritise those patients in urgent need of our help and support. We trust we have clarified your concerns and that your next experience in using this service proves to be a positive one. If, however, you do experience any further difficulties, please contact a member of our Patient Assistant Team who will be happy to assist you.
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Review titled Shocking appointment system
Rated 1 star out of 5
by Beatriz - Posted on 09 November 2023
The doctors at this practice are great, but we cannot get a proper appointment with them. The new booking system (via Econsult only) is absolutely rubbish - it seems nobody cares or listens to our concerns. It was already very difficult to get an appointment with this practice before the new system was implemented. Now it is basically impossible. I do not recommend this practice and am seriously considering in changing GPs.
Visited November 2023
Review titled The Downend Health Group
Replied on 13 November 2023
We are sorry to hear that you are experiencing difficulties with our appointment system. In order to address your concerns , please contact the Practice directly and we will assist you to navigate the newly introduced system.
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Review titled Unpleasant and very rude receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 03 November 2023
Rang the surgery today at 4.00pm. The receptionist was very unhelpful and really rather rude to me. No pleasantries at all. She was factual but very aggressive in her manner and short with me. I have been with this surgery for over 30 years and have never been spoken to like this. I ended up so upset - my problem was not addressed and I am short of my medications which are very important to me and my welfare. I am considering moving after this very poor experience and will certainly not recommend The Willow Surgery to anyone from now on. Very poor - if this was a business this would reflect badly on it. Please even if reception cannot help at least they could be kind and polite.
Visited November 2023
Review titled The Downend Health Group
Replied on 07 November 2023
We are sorry to hear of your experience, please be assured that at Downend Health Group we take any form of dissatisfaction very seriously and would like the opportunity to address your concerns. Should you wish to discuss this further , please could you email the Practice via our website and the Patient Experience Lead will contact you to discuss.
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Review titled Good service
Rated 5 stars out of 5
by Mary - Posted on 14 October 2023
Just been for my flu jab and it was brilliantly ran.Was in and out in under 5 minutes,Staff very pleasant.
Visited October 2023
Review titled The Downend Health Group
Replied on 26 October 2023
We appreciate your positive feedback leading on from attending the Practice for your flu vaccination, the relevant staff have been advised of your comments.
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Review titled Excellent practice
Rated 5 stars out of 5
by Lindsay - Posted on 06 November 2023
I attended the surgery last week for an ECG and bloods. I was seen as soon as I registered i was there so didn't have to wait. The HCA who saw me was very kind and caring and put me at my ease in the appointment. She listened to my health concerns and reassuringly explained the procedures and what would happen next with the results. The HCA did the ECG and took blood very professionally and i left feeling very happy that my health concerns were being addressed.
Visited October 2023
Review titled The Downend Health Group
Replied on 07 November 2023
Thank you for taking the time to provide feedback on your recent experience whilst attending an appointment at the Practice, it is very much appreciated.
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Review titled Very Poor Experience
Rated 1 star out of 5
by Michael John Williams - Posted on 19 October 2023
Today I visited the surgery to ask for a copy of my blood test results. I was told by the receptionist that because she didn't know me, I had to provide identification, which I was unaware of. I gave my date of birth and address and phone contact number. But I was denied my blood test results unless I provided identification. This was not only annoying but embarrassing to be treated in this unacceptable manner. If downend health group are going to invent new criteria for being given a copy of your own blood test then you should inform your patients first.
Visited October 2023
Review titled The Downend Health Group
Replied on 26 October 2023
Thank you for your feedback. We note you have contacted the Practice directly with regards to this issue and we have apologised for any stress and frustration you were caused as a result of your experience. Downend Health Group`s intention is always to protect patient confidentiality and we follow strict data protection rules , therefore if you are not known to a member of staff , it may be necessary to provide identification in order to be provided with personal information. Once again we apologise for any embarrassment you felt as a result of your experience and assure you of our commitment to protecting your personal data.
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Review titled Going the extra mile
Rated 4 stars out of 5
by Robert - Posted on 21 October 2023
During a recent medical my blood pressure was above the recognised level I monitored for several weeks and then struggled to get a follow up appointment which left me feeling very anxious. After a phone call with the receptionist and several correspondence between the the receptionist and medical staff she was able to get me an appointment many thanks for going the extra mile .
Visited October 2023
Review titled The Downend Health Group
Replied on 26 October 2023
Thank you for taking the time to share your comments detailing your positive experience with the Practice. Downend Health Group appreciates your feedback and will advise the relevant staff who were involved in your care.
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Review titled Helpful and friendly staff
Rated 5 stars out of 5
by Anonymous - Posted on 24 September 2023
Went for flu jab today. Very busy but staff well organised and friendly. Very long queue but seating arranged to help patients with mobility issues and jugs of water and cups provided.
Visited September 2023
Review titled The Downend Health Group
Replied on 25 September 2023
Thank you for your feedback , it is much appreciated. The flu vaccination season is always a very busy time of the year for the Practice and we value your positive comments.
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Review titled Chaotic
Rated 2 stars out of 5
by Anonymous - Posted on 24 September 2023
Brought 89yr old mum for flu jab today...Big snaking queue all thru reception...making it very difficult to see u had to go to reception to book in.Relied on another patient to tell me.Did have a booking time so surprised to see so many people there at the same time.Mum rarely goes out or mixes with others so she was in the most crowded place she ever goes today...so more likely to pick something up today than anywhere else she goes...when we saw nurse..very kind and helpful...problem was waiting..lack of organisation or thought for other people.
Visited September 2023
Review titled The Downend Health Group
Replied on 25 September 2023
Thank you for taking the time to provide feedback from your recent experience at one of the Practice flu clinics, we are sorry this was not positive for you. Please be assured your comments will be taken on board to improve future clinics.
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Review titled Exceptional care
Rated 5 stars out of 5
by Anonymous - Posted on 30 August 2023
I would like to say how greatful I am for the care I have been given from the surgery,from the receptionists through to the Drs , nurses, HCA’s and Pharmacists . All have played their part in giving my family and I the best possible care . I appreciate the pressures they are under but they continue to provide a patient centred service and it’s important they all know it’s much appreciated. Thank you all very much , you are doing an amazing job .
Visited August 2023
Review titled The Downend Health Group
Replied on 31 August 2023
The Downend Health Group Team very much appreciate your feedback and encouraging support! Thank you for taking the time to share your comments.