The Practice at 188 - Ratings and reviews
Reviews
-
Review titled Staff could not be more helpful
Rated 5 stars out of 5
by Anonymous - Posted on 05 May 2023
Reception staff dealt with my query very quickly and happily, even calling me back within 5 minutes with the outcome of my query
Visited May 2023
Review titled The Practice at 188
Replied on 25 January 2024
Dear Patient, Thank you for your feedback. We are glad to hear that you were happy with our Reception team. Our Reception Manager works hard to ensure her team meet the high expectations we have of them by providing a friendly and professional service. Your comments have been shared with our Reception team who are pleased to know that you were happy with your experience. Kind Regards. Ryan, Practice Manager
-
Review titled Excellent experience
Rated 5 stars out of 5
by Chris - Posted on 03 April 2023
I visited the practice to discuss a medical issue I'd been having for some time. The doctor was extremely helpful and provided me with several options to proceed, as well as the materials I needed to be referred to an NHS clinic that could help me directly. Overall a very productive experience.
Visited April 2023
Review titled The Practice at 188
Replied on 25 January 2024
Dear Chris, Thank you for your feedback. We are extremely pleased to hear that your medical issue was dealt with to your satisfaction and that your experience with us was productive. Your comments have been shared with our clinical team to inspire further improvement in the service they provide. Kind Regards. Ryan, Practice Manager
-
Review titled No help at all
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2023
The receptionist was very rude after waiting over a hour on phone to be told no appointments call tomorrow which is not possible to call every day waiting for an hour. Incompetent receptionist no help told to go hospital as No appointments available possibly next month. Terrible bad attitude rude and in wrong profession supposed to help but just made me feel more I'll die to stress of it
Visited February 2023
Review titled The Practice at 188
Replied on 25 January 2024
Dear Patient, Thank you for your feedback. My name is Ryan. I have recently taken on the post of Practice Manager. I am sorry to hear about your experience. It is important that we hear from patients when things go wrong as this can help us learn and make improvements. It is difficult for me to comment in detail on the circumstances you describe without knowing your name or another identifier which would enable me to conduct a full investigation. Nonetheless, I would like to stress that the concerns you raise resonate strongly with me and should highlight the work we have done to improve our services over the last few months. We have recently undertaken a full strategic review of our staff and processes. This has led to numerous changes throughout the Practice which are already beginning to have a positive impact. For example; the average waiting time on our phone lines is now just two minutes, the waiting time for a routine GP appointment is just over one week, and all urgent clinical issues are managed on the same day. We have also invested heavily in reviewing our staff structure to ensure everyone working at the Practice shares our values of respect, accountability, transparency and equality. I hope that you will notice a significant and positive change in the way your query is handled when you next have need to contact us. I would welcome the opportunity to discuss your concerns further with you. If you wish to do so, please either call us on 02034746498, walk into the Practice, or submit an online form at https://thepracticeat188.webgp.com/ and ask to schedule a meeting with me. Kind Regards. Ryan, Practice Manager
-
Review titled They don't want to give face to face appointments
Rated 1 star out of 5
by Carmen Alfonso Caceres - Posted on 07 February 2023
My husband and I went to reception yesterday 6th of February at 19:00h asking a face to face appointment because I've had a throat infection since 6 months ago and got two phone appointments yet and have been getting worse last time. It was the answer of the woman who was at the desk, there aren't any appointments for today, nor tomorrow, nor after tomorrow also she told me to call tomorrow from 8:00h for having an appointment. It doesn't make sense because she told me there won't be any appointment next days. I couldn't understand how there weren't any appointment for today when only a patient was waiting the doctor there. I believe if I'd asked a private appointment paying I wouldn't have had any problem for getting it today or tomorrow. Finally, my husband called today 7th of February at 8:00h, he was waiting one hour to be attended. Somebody told him as the same as yesterday, there aren't face to face appointments. It's the only option to go to the hospital, it means to wait 5 hours there or more. I'll change to another Practice as soon as possible.
Visited February 2023
Review titled The Practice at 188
Replied on 25 January 2024
Dear Carmen Alfonso Caceres, Thank you for your feedback. My name is Ryan. I have recently taken on the post of Practice Manager. I am sorry to hear about your experience. It is important that we hear from patients when things go wrong as this can help us learn and make improvements. I am sorry to hear that neither you nor your husband were able to arrange a face-to-face appointment with us. As part of the recent changes implemented across the Practice, we have implemented a complete ban on asking patients to call the next day for an appointment. We agree with you that such instructions are not in keeping with the delivery of high quality healthcare. Our mission statement is to provide an appropriate and rewarding experience for our patients whenever they need our support. To ensure our service provision matches this, we have made changed to reduce our waiting time for routine face-to-face GP appointments to just over one week. We also now ensure that all urgent clinical queries are managed on the same day. I would welcome the opportunity to discuss this further with you. If you wish to do so, please either call us on 02034746498, walk into the Practice, or submit an online form at https://thepracticeat188.webgp.com/ and ask to schedule a meeting with me. Kind Regards. Ryan, Practice Manager
-
Review titled Worst GP practice
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2023
Everytime I call, I wait 45 - 60 minutes in line to be told there are no appointments, today or for a routine appointment on a future date. Call back next day and same old story next day. Worst GP ever they should be closed down. Complete waste of NHS resources. What is the point of paying someone to answer the phone when they cannot offer appointments. The practice should be Closed down.
Visited February 2023
Review titled The Practice at 188
Replied on 25 January 2024
Dear Patient, Thank you for your feedback. My name is Ryan. I have recently taken on the post of Practice Manager. I am sorry to hear about your experience. It is important that we hear from patients when things go wrong as this can help us learn and make improvements. I am sorry to hear that you had to wait a long time to get through to us by phone and that you were unable to access a convenient appointment. We have been working hard over the last few months to improve access to the Practice and have made great strides in this regard. The average waiting time to get through to us by phone is now at two minutes and we are able to offer unlimited capacity for urgent clinical issues to be managed on the same day, with routine issues being offered a GP appointment in under two weeks. I hope that you find your experience of accessing our services has significantly improved since your feedback as a result of the changes we have implemented. If you would like to do so, I would be keen to meet with you to discuss your concerns further. To arrange this, please either call us on 02034746498, submit an online form at https://thepracticeat188.webgp.com/ or walk into the Practice and ask to schedule a meeting with me. Kind Regards. Ryan, Practice Manager
-
Review titled Terrible practice, rude staff, never have appointments.
Rated 1 star out of 5
by S Brown - Posted on 13 March 2023
This is genuinely the worst practice I’ve ever encountered. I’ve been with this practice for about 6 months since moving to the area. From day 1 it’s been consistently terrible for a number of reasons. 1. They never have face to face appointments available. They constantly tell you to call the out of hours number. You call it and speak to a doctor who only refers you back to the GP because they can only do so much over the phone. This happens routinely and when I raise it they say that’s just how it is. I explained I’ve been trying for 6 months to see a doctor for the same issue and I’m just going around in circles and making no progress. I’m just fortunate that it’s not a life threatening condition because for many they simply wouldn’t be seen in time and could end up in a much worse position due to unnecessary delay. 2. The staff are so rude and hostile. Even after waiting patiently for 45 mins or so to get through, they speak to you like you’re inconveniencing them by calling for an appointment and dismiss you by saying to call out of hours (and that’s even when I call at 8am sharp for an appointment). They hang up on you without saying bye. It’s honestly so bizarre how the staff behave.. if they hate what they do then don’t do it but taking it out on patients is so unnecessary and unprofessional. 3. I’ve only managed to get a face to face appointment twice in 6 months (and I would call at 8am several times a week to try to get an appointment). I eventually got an appointment with a nurse because they refuse to let me see a doctor. The nurse was so rude, she was arguing with me and gaslighting me about my symptoms. After I left, my symptoms didn’t go obviously so I called again and eventually got another appointment with the same nurse unfortunately, and again it was so unpleasant I left and burst into tears. I also ended up going to the walk in emergency centre at the hospital because they wouldn’t help at all, but feel I shouldn’t have to resort to that because it’s a GP I needed not the hospital. 4. They have messed up my medication in the past. I was prescribed the wrong amount of antibiotics and every time I called or went in to rectify it, they just send you in circles saying to call when I go in, then when I call they say to come in because they can’t deal with it on the phone. I ended up not being able to have the correct course amount so the treatment was unsuccessful. 5. Finally, I feel that my mental health has really suffered since interacting with this practice. The combination of negative things above has made me increasingly anxious and depressed because I am going around in circles, can’t get help, I’m trying hard to be patient with them and am only met with hostility. This practice refused to even send me for a scan and only did so once an external doctor from the hospital sent them a letter directly telling them to do so. Despite this, it’s been over a month and I still haven’t been given an appointment for a scan.
Visited January 2023
Review titled The Practice at 188
Replied on 25 January 2024
Dear S Brown, Thank you for your feedback. My name is Ryan. I have recently taken on the post of Practice Manager. I am sorry to hear about your experience. It is important that we hear from patients when things go wrong as this can help us learn and make improvements. It is difficult for me to comment in detail on the circumstances you describe without knowing your full name or another identifier which would enable me to conduct a full investigation. Nonetheless, I would like to stress that I feel your concerns are very valid and your experience does not align with our strategy of delivering high quality healthcare. We have recently undertaken a full strategic review of our staff and processes. This has led to numerous changes throughout the Practice which are already beginning to have a positive impact. For example; the average waiting time on our phone lines is now just two minutes, the waiting time for a routine GP appointment is just over one week, and all urgent clinical issues are managed on the same day. We have also invested heavily in reviewing our staff structure to ensure everyone working at the Practice shares our values of respect, accountability, transparency and equality. I hope that you will notice a significant and positive change in the way your query is handled when you next have need to contact us. I would welcome the opportunity to discuss this further with you. If you wish to do so, please either call us on 02034746498, walk into the Practice, or submit an online form at https://thepracticeat188.webgp.com/ and ask to schedule a meeting with me. Kind Regards. Ryan, Practice Manager
-
Review titled Great Experience
Rated 5 stars out of 5
by Anonymous - Posted on 11 January 2023
I called to make an appointment this afternoon and the phone was answered very quickly by a delightful, kind receptionist, who was exceptionally good, offering me either a telephone or face to face appointment. I opted for the former and was contacted within two hours, by a nurse. She was friendly, caring, professional and very helpful. I’m so fortunate to belong to such a wonderful practice.
Visited January 2023
Review titled The Practice at 188
Replied on 25 January 2024
Dear Patient, Thank you for your feedback. It is really pleasing to hear that you were able to take full advantage of our new system for dealing with urgent clinical queries. This has allowed us to reduce the waiting time on our phone lines and ensure that any urgent clinical queries are managed on the same day. Your comments have been shared with the team who are continuously developing our processes to ensure they are suitable for our patients. Kind Regards. Ryan, Practice Manager
-
Review titled Clinical Pharmacist
Rated 5 stars out of 5
by Linda B - Posted on 06 December 2022
Well done to the Clinical Pharmacist. She called me and explained everything to me regarding changes of my Diabetic medicine , She an asset to the surgery , I've been in 188 for 12 years more , she's the best Pharmacy I spoke ever, she has time for each patient, Thank you very much.
Visited December 2022
Review titled The Practice at 188
Replied on 24 January 2024
Dear Linda B, Thank you for your feedback. I am very happy to hear that our Clinical Pharmacist was able to adequately address your diabetes management. Your comments have been shared with our Pharmacy team who are constantly looking to improve the service they provide. Kind Regards. Ryan, Practice Manager
-
Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 02 November 2022
I’ve been a patient here for over 20 years and have had really good care. The GPs, nurses, reception team and admin staff are kind, efficient and helpful. Reception staff, despite being under pressure at the front desk, are especially friendly and caring. Thank you so much.
Visited November 2022
Review titled The Practice at 188
Replied on 24 January 2024
Dear Patient, Thank you for your feedback. It is wonderful to hear that you remain satisfied with the service we provide after so many years as a patient. Your comments have been shared with the wider team who are pleased to hear that their efforts have been recognised. Kind Regards. Ryan, Practice Manager
-
Review titled Very good
Rated 5 stars out of 5
by Ms JA - Posted on 21 May 2022
I saw a lovely GP who really listened, was very helpful and put my mind at rest. It makes the difference between me not coping, and feeling I can cope.
Visited May 2022
Review titled The Practice at 188
Replied on 24 January 2024
Dear Ms JA, Thank you for your feedback. It is pleasing to hear you were happy with your GP and how they listened to your concerns. Your comments have been shared with the entire team who are keen to ensure such experiences are replicated across the Practice. Kind Regards. Ryan, Practice Manager