The Downend Health Group - Ratings and reviews
Reviews
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Review titled Kind and understanding
Rated 5 stars out of 5
by Emma G - Posted on 12 September 2023
I have been a patient at the practice for 10 years since moving to the area I have needed to use the GP surgery many times and have had good experience overall. This summer I needed an appointment to see a GP and had been feeling quite worried and was tearful whilst explaining to the receptionist at the willows surgery. A patient in the queue was becoming quite irritated and was complaining about the length of time I was talking to the receptionist, the receptionist however was extremely understanding and professional, she did not hurry me she gave me the time I needed to explain and showed kindness and compassion towards me. This is one small thing that made a huge difference to me. Overall I always find the reception staff very considerate despite having a difficult job managing tricky situations at times.
Visited August 2023
Review titled The Downend Health Group
Replied on 14 September 2023
Thank you for taking the time to feedback with regards to your recent experience whilst dealing with our Reception Staff, please be assured your feedback has been relayed to the team and is much appreciated.
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Review titled Appointment Process
Rated 3 stars out of 5
by Anonymous - Posted on 03 August 2023
attended the surgery at 08:10 this morning and was delighted to be offered a "face to face" appointment today with a locum. post examination I was asked to return in two weeks time for a review. locum is not full time so three dates were offered. however the receptionist was unable to provide a date/time as the "system" does not include locums!. the way forward - I have to visit the surgery (around 8:00) on one of the three days offered and hopefully will be offered an appointment during that day. reception staff were very sympathetic but constrained by the it system.
Visited August 2023
Review titled The Downend Health Group
Replied on 14 August 2023
Thank you for taking the time to feedback on your recent difficulties when trying to secure a follow up appointment. Please be assured, after an extensive review, there will be a significant change to the way in which patients will be able to book appointments as from October 2023. Internal changes are currently being made to ensure that we have the resources and trained staff we require to deliver this change. All patients will be notified of this change shortly and we trust that these changes will prove to be positive providing you with equitable access to our services.
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Review titled Great practice
Rated 5 stars out of 5
by Leanne - Posted on 01 August 2023
My daughter was feeling very poorly. The receptionist and paramedic I saw were extremely helpful and very thorough. Thank you!
Visited August 2023
Review titled The Downend Health Group
Replied on 03 August 2023
We appreciate you taking the time to provide your feedback, thank you for your positive comments that will be cascaded to the Downend Health Group team.
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Review titled not good working practices
Rated 2 stars out of 5
by Anonymous - Posted on 15 August 2023
i had a text monday morning to say emergency appointments only because they are short staffed between 15 - 18 august because of sickness. and this is across all surgeries. do they not know about locum doctors, or is because of the doctors strike or receptionist sickness. anyway no patient is allowed to go there unless they require emergency treatment. isn't that all they do anyway. there are very few face to face appointments, its always a phone call. we don't even get called now for regular blood tests or anything. personally I am supposed to have a blood test every 6 months, i haven't had one for longer than that. i know some or even most gp's excel in their care for their patients, try getting a few more at dhg.
Visited August 2023
Review titled The Downend Health Group
Replied on 21 August 2023
Thankyou for your feedback. We would like the opportunity to discuss your concerns , therefore we would be grateful if you would contact the surgery via our website, our Patient Experience Lead will be able to telephone you to discuss your concerns in more depth.
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Review titled Out standing practice
Rated 5 stars out of 5
by Martin Roberts - Posted on 31 July 2023
Willow Surgery have looked after me over and above normal practice. With GP’s phoning and checking on me without an appointment. On Friday 21st/07/2023 a receptionist took time to see a doctor when I was feeling unwell with a heart problem. She made sure I was looked after even though I did not have an appointment. And then sought me out a week later when she saw me to see how I was. All the staff at the Willow Surgery are polite and will do their best to make sure I am looked after what ever the problem is. Can not speak highly enough of the practice.
Visited July 2023
Review titled The Downend Health Group
Replied on 01 August 2023
Thank you for taking the time to provide feedback on your recent experience with the Practice , it is much appreciated .Please be assured your comments have been fed back to the Downend Health Group Team.
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Review titled Brilliant Support
Rated 5 stars out of 5
by Anonymous - Posted on 13 June 2023
I have recently become a carer and would like to thank the team who support carers for their support and help. They have made the process easier and less daunting.
Visited June 2023
Review titled The Downend Health Group
Replied on 01 August 2023
Thank you for your feedback , it is most appreciated . As a Practice we appreciate the pressures that Carers can experience, we are glad we have assisted you in a positive way.
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Review titled Excellent service
Rated 5 stars out of 5
by Jackie - Posted on 07 June 2023
I’d like to say how caring and supportive reception and nursing staff are. So polite and nothing too much trouble for them. Thank you
Visited June 2023
Review titled The Downend Health Group
Replied on 09 June 2023
Thank you very much for providing such positive feedback, your comments have been relayed to the DHG Team.
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Review titled Horrendous
Rated 1 star out of 5
by Anonymous - Posted on 15 June 2023
Bare minimum is the mantra for Downend. I've had nurses say they've tried to ring me and not gotten hold of me, when they never even attempted the call. Nurses manger told me after that "we can all learn a lesson", I've had doctors tell me there's nothing they can do about an issue, no test follow up and generally rude staff that have very little compassion.
Visited May 2023
Review titled The Downend Health Group
Replied on 16 June 2023
We are sorry to learn of your experiences , we would like to try and address your concerns and would encourage you to contact the Practice to discuss your difficulties further.
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Review titled It was a brilliant and helpful.
Rated 5 stars out of 5
by Anonymous - Posted on 31 May 2023
The receptionist was so helpful and immediately take action when really needed and the doctor was very responsible and did very well job. I am really happy to belong this GP Willow Surgery.
Visited May 2023
Review titled The Downend Health Group
Replied on 09 June 2023
Thank you for your positive comments regarding our Receptionist and Doctor ,m it is reassuring to hear you are satisfied with the service you received.
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Review titled EConsult System
Rated 5 stars out of 5
by Anonymous - Posted on 11 May 2023
Just a note to say although I was unable to get an immediate appointment with a doctor, I used the eConsult system. With photos added this was quickly reviewed and I was offered an appointment with my chosen GP in around a week. It proves to me you can see a GP of your choice when you need it for certain issues. A good service, thanks
Visited May 2023
Review titled The Downend Health Group
Replied on 11 May 2023
Thankyou for taking the time to feedback on your recent experience with the Practice, it is reassuring to hear that the econsult system has been of positive use for you.