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The Hawthorns Surgery - Ratings and reviews

Reviews

Displaying 11 to 13 of 13

  1. Review titled Lovely staff

    Rated 5 stars out of 5

    by Anonymous - Posted on 18 February 2023

    I have been a patient for 30years & have always found everyone very helpful & understanding. I appreciate given these difficult times I may have to wait in a queue before my call is answered but I am always treated with kindness & compass. Thank you to all the staff & keep up the good work.

    Visited February 2023

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    Review titled The Hawthorns Surgery

    Replied on 04 December 2023

    Dear Patient, Thank you very much for your wonderful review appreciating the hard work that the surgery team input towards delivering the best patient centred care given the unprecedented challenges that the whole NHS system faces currently. Your positive review/comments supports the surgery in motivating the team to keep delivering the care and service that our valued patients deserve amid the challenges and we truly hope that we can continue contribute to your positive experience(s) here at The Hawthorns Surgery. Best Regards

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  2. Review titled Impossible to get an appointment

    Rated 1 star out of 5

    by Anonymous - Posted on 10 August 2022

    Reception staff have poor attitude and often give out inaccurate advice. Takes on average an hour on hold to actually speak to anyone. System update causing unexplained delays in prescriptions too.

    Visited August 2022

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    Review titled The Hawthorns Surgery

    Replied on 10 August 2022

    Thank you very much for your valuable feedback and we would like to apologise for any inconveniences caused over the past few weeks/months due to the clinical system migration. The surgery was due to migrate to a new clinical system on the 15th of June 2022 and some delays were anticipated/expected over the comings weeks while the whole surgery operation(s) (staff/process/external third party softwares) adapted to the new system. Most staff training was on-site and ‘on the day’ except a few hours of dedicated training sessions prior to the GO LIVE date, which meant that new system had to be embraced while making sure that the day to day activities were least impacted. Also the surgery was asked to work OFFLINE (paper based) for a week (6 working days), while all of the clinical data was being migrated from the outgoing clinical system to the new system, this generated a massive backlog and challenges for the surgery as every reasonable attempt(s) were made to keep the impact to the minimal during the transition. Unfortunately, this left meant we had a massive backlog to deal with once the surgery was live on the new system and also every query/task/investigation/process was taking twice as long for staff to action or deal with as everyone was leaning the new system. Some prescription processing errors (software issues) have been identified over the past few weeks, which have been raised/logged with the clinical software provider and are being investigated in to by them. These jobs have designated log numbers and are constantly being chased for an update by the surgery. Since the beginning of August, every reception staff member has been provided with a live online callboard tool which provides a live update on incoming calls, calls waiting etc. (call stats) meaning that the call volumes can be managed more efficiently/effectively. There are reports to show that this action has reduced the call waiting time dramatically and improved the service levels as reception team resources (other tasks) are being managed according to the incoming traffic. Your feedback is valuable for us and all of the issues raised will be addressed further with an appropriate resolution. Thank you for taking the time and once again accept our sincere apologies for any inconveniences caused.

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  3. Review titled sign missing outside "closed"

    Rated 2 stars out of 5

    by Anonymous - Posted on 07 November 2022

    Wait ages on phone, last one was 40mins with 15mins of "you are number 1 in queue", notes made during the wait. Promises made by Dr. forgotten appointments always "a week on Friday!" Consultation not private, with other patients. No feedback. Surgery only 4 people in !! Still waiting for update 6mths later. No Flu or Shingles reminders !! Considering going Private.

    Visited July 2022

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    The Hawthorns Surgery has not yet replied.