The Panton Practice - Ratings and reviews
Reviews
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Review titled Excellent response to request for treatment.
Rated 5 stars out of 5
by C Kewley - Posted on 06 June 2023
After completion of e consult and being advised to phone surgery I received a text within 25 minutes to phone for an appointment. I was seen early in the afternoon and prescription provided promptly. All the staff are very friendly and efficient.
Visited June 2023
Review titled The Panton Practice
Replied on 08 June 2023
Dear C Kewley We thank you for your feedback following your recent contact with the practice. We do aspire to provide an efficient e-consultation service and it is good to see patients are promptly responded to and if required seen in a suitable timeframe. I will pass on your comments to our staff in relation to the friendliness and efficiency. Kind Regards Jo Legrave Practice Manager
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Review titled Very rude reception staff
Rated 2 stars out of 5
by Anonymous - Posted on 04 April 2023
I had the misfortune of having to speak to lady receptionist who was very patronising on the phone when trying to book an appointment for my young son. I can't fault the GPs, but certain reception staff need training on how to speak to people!
Visited April 2023
Review titled The Panton Practice
Replied on 06 April 2023
Dear Patient Thank you for bringing this to our attention. I would very much like to hear form you further, outside of this platform to take some details. I can then listen to the call and action and training issues with the receptionist concerned. I look forward to hearing from you. Kind Regards Jo Legrave Practice Manager 01202 411700
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Review titled Great practice
Rated 5 stars out of 5
by David W. - Posted on 23 March 2023
I cannot speak highly enough about the treatment I recently received at the Gervis Road practice. After suffering severe pain in my shoulder for some time, I made an appointment and was seen by the Paramedic Practitioner. After telling him all about my symptoms he said he would arrange for me to have an X-ray and see a physiotherapist. I left the surgery and was on my way home when my phone rang. It was the surgery’s receptionist to say an appointment had been made for me later that week to see the physiotherapist. Within ten minutes of arriving home I received a second phone call, this time from the hospital, to say an appointment had been made for me to have an X-ray. I was pleasantly surprised at how quickly things were happening. A few days later I had my X-ray and was even more surprised when, the very next day, the surgery’s Paramedic Practitioner sent me a text with the results and his suggestions for my next step. I just want to say a very sincere thank you for his very speedy response to my problem. I can now look forward hopefully, to feeling more comfortable, if not completely pain free, soon.
Visited March 2023
Review titled The Panton Practice
Replied on 24 March 2023
Dear David Thank you for your feedback following your recent appointment with us. We are pleased that we provided a swift outcome and that you are on the way to resolving your shoulder problem. I will pass on your comments to Rob our Paramedic. Kind Regards Jo Legrave Practice Manager
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Review titled cruel and rude
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2022
As many others mention all over the internet there is one receptionist who should not be working here. I don't take kindly to being spoken to like a naughty child or like I'm stupid when I am entrusting my care and my disabled partner's care with this practice. If you're the practice manager and you're reading this you will know exactly who I'm talking about. The online consultation form system needs reviewing as it is not quick and seems to have no useful function that couldn't be dealt with other ways, the response time is too long (again how is this quicker?). I phoned today and after queuing somebody connected me but didn't speak, I could hear people talking but no one would answer me. After a minute and a half of this I was cut off. As I only live around the corner I popped in thinking it would be simpler and quicker but was met with an incredibly rude interrogation which served as nothing more than an exercise in how to shut me down and get rid of me. I was polite but as usual I was met with a spikey nasty tone and flat out refused to have an appointment made. I expect my local GP receptionist to speak to me politely, humanely and give me the correct information to the best of their knowledge - it's not hard is it? It's basic human decency. I've read multiple instances of "we'll be investigating this" but clearly there's been no proactive resolution that's worked. please sort out this cruel set up as it gives the NHS an undeservedly bad name in a time where they need our support and respect.
Visited November 2022
Review titled The Panton Practice
Replied on 09 November 2022
Dear Patient, firstly we are sorry you have had a bad experience with the practice. We will take all your comments and looking into this. We unfortunately have a team of receptionists and if you wouldn't mind emailing me directly with your details and approximately the time you telephoned and came into the surgery, I will be able to ascertain who you came into contact with. With this information I can directly discuss the situation with the member(s) of staff. Kind Regards Jo Legrave Practice Manager pantonpractice@nhs.net
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Review titled Rude receptionists
Rated 1 star out of 5
by MISS SONGUL S BEKIR - Posted on 26 October 2022
I have just had a receptionist be rude to me. I am a full time social worker and carer for my elderly mother who has dementia and is bed bound. I have been asking for a meds review for over 2 weeks because my mother was on steroids and she cannot swallow the medication she takes without it being crushed which is not ideal. Today was booked for the review and I missed the call twice because I am working. I politely emailed the practice to ask for a call back after 12.30pm. Nothing. So I called and the receptionist told me it has passed over to the AC team? Who???? When I asked when they would call I was told to check their diary??? When I pointed out that the AC don't know my Mum I was chastised for daring to miss 2 calls from the GP. Whilst being patronised that I should understand the AC team know what they are doing. When I stated that I have waited for over two weeks for this appointment specifically with a GP that knows my Mum I was reminded again I missed 2 calls. When asked for more direct action rather than just speaking to the receptionist, my response was you are the messenger and you are not being clear. In the receptionists expert opinion I could go to a private GP thereby overlooking the fact that I want a GP that knows my mum????? I have been with this practice for years with very little gap and brought my Mum to it years ago. Therefore the current lack of service is upsetting. The rudeness of the reception staff and their ignorance is upsetting and this is not the first time. The E consult does not work and the practice does not have the wit to have a dedicated staff to deal with people who walk in to fill out an econsult and keep everyone waiting whilst listening to the details of their medical problems. Rude, inefficient and ignorant. Your front of house is letting you down. Lest we forget I am trying to get a service for a vulnerable elderly person that is now bed bound. Reading the other reviews left here suggests my experience is sadly not unique.
Visited October 2022
Review titled The Panton Practice
Replied on 27 October 2022
Dear Miss Bekir, Thank you for your feedback. We apologise for what you have experienced, and we will be investigating this incident thoroughly. Jo Legrave Practice Manager
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Review titled Very unhelpful
Rated 1 star out of 5
by Athena Smith - Posted on 12 October 2022
Have been registered with the Panton practice for a while now and have 2 children under 5 registered also. The reception staff are always so unhelpful and unkind. You are not allowed to book an appointment even for a young child without repeatedly filling in an online consultation, which takes over a day to come back to you. My child has had a repeated problem which is now affecting him at school and the reception team are not willing to help in any way. I am extremely disappointed with their lack of care and support and would urge the Panton practice to review who they employ. Employees of a dr surgery should have a certain level of empathy.
Visited October 2022
Review titled The Panton Practice
Replied on 04 November 2022
Dear Patient Thank you for your feedback and we are sorry to hear your comments. We will look into this with the reception team around the areas you have highlighted. We do ask patients to complete e-Consultations as this is the best way to capture as much information for the doctors as possible for making sure the patient receives treatment in the shortest space of time by one of our multi-disciplinary team members. This allows the routine doctor's appointments to be available for patients who need more directed consultations. Kind Regards Jo Legrave pantonpractice@nhs.net
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Review titled Helpful receptionist
Rated 5 stars out of 5
by Janet Morgan - Posted on 27 October 2022
Today I had a problem with the e-consult. I emailed and had brilliant,instant help from the receptionist, who I can name if allowed? Appointment sorted (admittedly a wait but nowadays that:'s normal) I have been at this practice for 25+ years and rarely had cause for complaint
Visited October 2022
Review titled The Panton Practice
Replied on 04 November 2022
Dear Mrs Morgan Thank you for your feedback, I will pass on your thanks to the receptionist as I will be able to see who that was. We do aim to provide a good service via our e-Consultation service, this triage service allows the practice to give the patient the appropriate treatment in a more responsive manner and know that the routine appointments are for things that can wait a little longer to discuss. Kind Regards Jo Legrave Practice Manager pantonpractice@nhs.net
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2022
This practice should be closed down. I have a repeat prescription through them and each month I dread it. I complete the online request form. Nothing happens. I call the practice and sit in the queuing system. Eventually I am put through to the famous prescription team which is an answer service. I call again and queue for a reply. I’m told the doctor will be sent a message. Nothing happens. Usually I manage to get my tablets in 3rd or 4th time of asking. Heaven help anyone who can’t stand over these inefficient people as I still can. I have nothing good to say about the Panton Practice and will be leaving soon.
Visited June 2022
Review titled The Panton Practice
Replied on 13 July 2022
Dear Patient Thank you for your feedback, I am sorry to hear of the issues you have been having with your prescription requests and sorry you have not felt you can discuss directly with myself. I do feel this would be better dealt with as a one to one so they can be discussed and a resolution achieved, rather than not being able to resolve the issues by using this platform. If you would like to discuss with me then please do call the surgery and I will be happy to take your call or return your call if I am not available at the time. However if your intent is to leave the surgery, this may not be something you wish to take up. Regards Jo Legrave Practice Manager