The Downend Health Group - Ratings and reviews
Reviews
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Review titled Best practice I've ever had
Rated 5 stars out of 5
by Becky O'doherty - Posted on 19 May 2023
What can I say, every time I call the staff are simply amazing, nothing is ever to much trouble and they do everything they can to help. So I just want to say thank you and I appreciate everything you've done for me.
Visited May 2023
Review titled The Downend Health Group
Replied on 09 June 2023
Thank you for taking the time to share your feedback, it is reassuring to hear you have received such good service, please be assured your comments have been shared with the DHG Team.
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Review titled Exemplary Service
Rated 5 stars out of 5
by Joan Barnard - Posted on 30 May 2023
I had an urgent issue regarding my medication. I was dealt with in an extremely professional and friendly manner by a member of the reception team, who spoke with an equally efficient and wonderfully helpful GP. My issue was dealt with professionally and my urgent problem was resolved the same day. I cannot express my gratitude enough. Gold star service.
Visited May 2023
Review titled The Downend Health Group
Replied on 09 June 2023
It is great to hear of your recent experience, we are pleased that we were able to assist you satisfactorily. Thank you for taking the time time to share your feedback , it is very much appreciated.
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Review titled Cohesive working
Rated 5 stars out of 5
by Jenny Knowland - Posted on 02 May 2023
An absolute team effort- Joined up team work in dealing with a sensitive issue for my aunt who is in her hundredth year. From GP to coordinators their input was quick , dignified and efficient My aunt felt at ease with the way the practice supported her with the procedure.
Visited April 2023
Review titled The Downend Health Group
Replied on 04 May 2023
Thank you for taking the time to provide feedback of your recent experiences with the Practice, it is most appreciated. Please be assured the relevant staff have been informed of your comments.
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Review titled Staff are lovely and hardworking
Rated 5 stars out of 5
by Lauren Smith - Posted on 19 April 2023
This practice is the best practice I have ever had the privilege of being a member of i previously lived in a different country in the United Kingdom and the staff were rude and everything was too much trouble but the staff at Downend Health group are lovely and they clearly love their job and they’re always happy to help despite being under significant pressure. The doctors so far have impressed me also! Thank you staff at Downend Health Group
Visited April 2023
Review titled The Downend Health Group
Replied on 20 April 2023
Thank you for taking the time to comment on the service you have received at Downend Health Group, it is much appreciated. Please be assured that your comments have been shared with the Downend Health Group Team.
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Review titled Can't get through by phone ever
Rated 2 stars out of 5
by Anonymous - Posted on 17 March 2023
The actual patient care is very good once you get through on the phone. This is, however, almost impossible. They don't even have a proper hold queue: you just can't connect at all. It's stressful and completely impractical if you want to do anything else on that day or are also trying to look after a (sick) child. We have, on most occasions, had to resort to using 111 - who then have the audacity to tell us we "should've called the GP' ... when we did so - dozens of times and could not get through. A year-is ago I complained about this to the surgery and was promised that they were introducing a new system with a hold queue. Clearly they haven't bothered.
Visited March 2023
Review titled The Downend Health Group
Replied on 23 March 2023
Thank you for taking the time to detail your concerns, we are sorry to hear you are continuing to experience difficulties when trying to access our services. We would like the opportunity to discuss your concerns , however your review is anonymous . Should you wish to discuss your concerns , please contact the Practice via the website and the Patient Experience Lead will contact you.
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Review titled Absolutely shocking
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2023
Terrible surgery . Have been trying for 3 months to get a face to face appointment for a child who has mental health problems and clinically unwell . Blocked at every turn , it’s not the receptionist fault but rude and abrupt. It seems impossible to get an appointment with any Dr at any time .
Visited March 2023
Review titled The Downend Health Group
Replied on 09 March 2023
We are sorry to hear of your difficulties , I note you have since contacted the surgery directly and your concerns are being investigated. Thank you for bringing your concerns to our attention.
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2023
I recieved a text saying to book an appointment with my gp. The receptionist was abrupt and rude. I have attempted on my phone 293 times to get through at 8am. I finally gave up at 9.20am. She told me to "phone at 8am as it says on the text". Very rude and no people skills. Perhaps some compassion should be involved in their training!
Visited March 2023
Review titled The Downend Health Group
Replied on 09 March 2023
We are sorry to hear of your recent experience when attempting to contact the Practice to book an appointment. Please assured that our Patient Assistant staff receive comprehensive training in customer/patient service and communication skills, I am sorry this was not reflected in the way you were dealt with on this particular occasion. Unfortunately, as your feedback is anonymous , we are unable to trace your telephone calls which would allow us to feedback to the member of staff to whom you spoke. Your feedback , however, has been passed to the Patient Assistant Manager, who will address with her Team for reflection.
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Review titled Brilliant service
Rated 5 stars out of 5
by Anonymous - Posted on 03 March 2023
Nothing but praise for this surgery. Easy to ring up and book a routine appointment, given the same day, which was amazing. Very good booking in service, appointments running to time and great information in the waiting room keeping people informed of running to time or if at all late. Finally saw a caring and professional doctor who asked regarding our expectations and whether they had been met at the end of the consultation, which they had, but brilliant to be given the opportunity to explore any further questions. Whilst GPs receive a lot of flack at the moment, this surgery consistently performs well and offers excellent service. Thank you!
Visited March 2023
Review titled The Downend Health Group
Replied on 09 March 2023
Thank you for taking the time to provide such positive feedback , we are pleased to hear that you are satisfied with our service. Please be assured that your comments will be shared with the Downend Health Group Team.
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Review titled Excellent help in a time of need
Rated 5 stars out of 5
by Anonymous - Posted on 10 February 2023
We had an emergency care situation with a loved one who is registered with the surgery. The help, information and guidance we received from the surgery was both empathetic and prompt. This was and will be, going forward, very reassuring. Thank you for helping us at a very stressful time for our family. Much appreciated.
Visited February 2023
Review titled The Downend Health Group
Replied on 20 February 2023
Thank you for taking the time to feedback with regards to the assistance given by DHG in your emergency situation. We are pleased to learn that we were of such help in such a stressful time and have given you reassurance for any future contacts or help that you may require from DHG.
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Review titled The prescription line service is great
Rated 3 stars out of 5
by Anonymous - Posted on 10 February 2023
A total struggle getting a letter from a private appointment translated into a prescription. 3 phone calls, waiting for 40 mins at a time, 2 emails, 3 visits to the surgery to be told it’s stuck in the system or will take an extra week, or ‘someone should’ contact you soon…then nothing. Today I spoke directly to the Medicine Management Team. What a breath of fresh air. They knew straight away what to do, handled it in minutes and gave amazing advice. A huge relief.
Visited February 2023
Review titled The Downend Health Group
Replied on 20 February 2023
Many thanks for providing such positive feedback with regards to our Medicines Management Team, we are pleased to hear that they were able to assist you promptly with your query. Please be assured your comments have been passed on to the relevant staff.