The Pulteney Practice - Ratings and reviews
Reviews
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Review titled Really Poor Practice
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2024
Long Waiting times - 3 weeks whenever I've tried to get seen When seen they referred me to a service stating I would be seen in a month, when in fact its two years. Following this I've tried to go private but the practice have not processed my forms for 3 weeks and now state that because it's been passed to the admin team they will aim to get in back in 21 days but will not confirm they can even achieve this. They hide behind generic email addresses and titles so you can't speak to anyone genuinely and then when requesting the details of someone to raise the issue with have been ignored. They clearly have zero regard for patients so would highly avoid if you need to use the doctor's service regularly
Visited April 2024
Review titled The Pulteney Practice
Replied on 05 April 2024
Dear Patient I am very sorry to hear about the negative experiences you have encountered at our Practice. I would welcome the opportunity to discuss these with you in person as each referral process is different for various reasons. We are unable to reach out to you as your review is anonymous. The back-office functions at the surgery receive an extensive volume of queries and requests from both patients and other organisations for both NHS and private sectors. Because of these volumes, we set time sensitive expectations to our patients which are in line with the General Data Protection Regulations. Kind Regards Sarah Wetten Assistant Practice Manager
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Review titled Was bad getting worse
Rated 1 star out of 5
by Concerned husband - Posted on 26 March 2024
Wife wanted advice over stomach pain and throat issues which have lasted several days told to ring 111 as too busy to deal with patients
Visited March 2024
Review titled The Pulteney Practice
Replied on 05 April 2024
Dear Patient, Feedback like this is very important to the Practice as we can learn from it and improve the service we provide to our patients. We are very sorry that we had reached capacity on the day you contacted us. Unfortunately, due to mechanisms and limited funding imposed by NHS England, the Practice is unable to provide unrestricted/unlimited access to GP services. Because of this, we have a limited amount of patient contacts that we can safely manage each day which is why, on occasion, we must signpost patients to colleagues in other departments such as Pharmacies, 111, and in extreme cases A&E. The comments you have given are much appreciated, and I have fed them back to the Practice team. Kind Regards Sarah Wetten Assistant Practice Manager
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Review titled Great practice
Rated 4 stars out of 5
by Anonymous - Posted on 02 January 2024
Pharmacy called the morning after a prescription request was put in. Pharmacist was really helpful and had discussed request with my GP . I felt very satisfied with the service
Visited January 2024
Review titled The Pulteney Practice
Replied on 04 January 2024
Thank you so much for your kind review. It is such good news that you are happy with the service that we provide. The feedback you have given is much appreciated, and I will ensure that it is fed back to the pharmacy team. Kind Regards Sarah Wetten Assistant Practice Manager.
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Review titled Stressfull experience
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2023
I prefer to leave bouquets as opposed to brickbats, but so many faux-pa's of late have left me feeling abandoned by my surgery.I have tried for many weeks , at the request of my g.p to make an appointment to see him ! I repeat at his request. Each day, no appointments & finally I was offered one for October. By ringing the following day I was offered an appointment for September with my g.p . Ringing yesterday to see if that could be brought forward I was told that I did not have an appointment ! Why ? Because they had listed it under my husband's name. Why would this be in my husband's name when he is in hospital & is unable to walk. What started out as a worry has become a tsunami of stress , and concern with the feeling that I am battling alone & its affecting my & my husbands health significantly
Visited August 2023
Review titled The Pulteney Practice
Replied on 04 January 2024
Dear patient, I am so sorry to hear about the negative experiences you encountered at our practice. Feedback like this is very important to the practice, so we can learn from it, and improve the service we give to our patients. The comments you have given are much appreciated, and I have fed them back to the practice team. Kind Regards Sarah Wetten Assistant Practice Manager.
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Review titled Over 3 week’s trying daily to get an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 31 July 2023
My doctor kindly invited meI ring to book an appointment with him & over the past 4 weeks I have been ringing on a daily basis without success This morning at 8.15 I rang literally pleading for an appointment, not especially for today but asap please The response reduced me to tears I was in despair by the reaction & in fear of ringing back! However I tried this afternoon but there is no hope in getting that appointment with my GP at all The only appointment with a GP is September we have to give the reason for a request which surely is personal & optional. I have asked to speak to my doctors secretary or the practice manager! “ they will ring back” is the reply Thus far a deafening silence! I have never given my practice anything but praise & have always been massively grateful for the entire teams service, but this non communication has left me extremely worried.
Visited July 2023
Review titled The Pulteney Practice
Replied on 01 August 2023
Firstly, can I send our sincere apologies to you for the experience you had yesterday when you called the surgery. As discussed in our phone call this afternoon, I am responsible for the training of the reception team, so please be assured I will be addressing this with the person you spoke with. All our calls are recorded, and I will be playing it back to them and touching on learning points throughout the call. I hope you found some reassurance when I explained the rationale around not always being able to offer you an appointment with your named GP, and that sometimes you will inevitably end up being booked in with a different clinician who is more than capable of dealing with your issues. I appreciate you getting in touch, all feedback is useful to us, so that we can use it going forwards to continue to deliver an excellent service to our patients. Kind Regards Caroline Holloway Reception Manager The Pulteney Practice.
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Review titled Excellent practice - helpful and efficient
Rated 5 stars out of 5
by Helen Baddiley - Posted on 02 March 2023
My first time using the service since moving into the area - was so impressed by their efficiency and quick turnaround in getting me the help I needed. Every member of staff I dealt with both over the phone and in the surgery has been pleasant and helpful which is exactly the kind of support I needed. One of the most reassuring factors is how much each individual I dealt with genuinely listened to my concerns which has not always been the case in the past being a young person using the system. An excellent practice running in what I can only imagine are difficult times so thank you.
Visited March 2023
Review titled The Pulteney Practice
Replied on 16 March 2023
Dear Helen, thank you so much for your kind review. It is such good news that you are happy with the service that we provide, and that your concerns were listened to. The feedback you have given is much appreciated, and I will ensure that it is fed back to the practice team. Kind Regards Caroline Holloway Reception Manager.
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Review titled Great treatment but long waits
Rated 2 stars out of 5
by Anonymous - Posted on 13 March 2024
The service here when you get it is great and the doctors are kind and will leap through hoops to make sure you get the treatment you need. However, the waiting times and scarcity of appointments is now becoming quite worrisome. Last year, I needed to see my usual doctor in person - I was told his appointments were like 'gold dust'. I booked an appointment in May 2023 for July 2023. On the day of my appointment, the doctor was sick, so I then had to rebook....but I had to wait another 6 weeks to be seen. This resulted in me not being seen by the hospital until January 2024, and again had to wait a month for doctor to go through my results. This month, I booked a phone appointment in advance - to speak through what I could do whilst I wait 46 weeks to be seen by a specialist at the hospital. I eventually had to push the call to lunch time from an 9.55am appointment as I couldn't move a business meeting any further back (which was due at 11am). Doctor was great when I eventually got through but it's amazing that I eventually spoke to her 2 hours after my initial pre-booked appointment. It's impossible to get a GP call back - the phone lines open at 8.15am and all the call backs for the day are usually gone by 8.30am. Today, I called to try and get a face to face about a lump that is concerning and the soonest I can be seen is in three weeks time. I really don't know what is going on at this practice but I do worry that care standards will slip as a result of long appointment waiting times. Something like a lump should be seen with some sense of urgency, I would say. I understand a walk in and wait system may not work, but 3 week waiting times for a face to face is crazy. From a very exhausted patient who appreciates the service and NHS but would really like to be seen faster :(
Visited February 2023
Review titled The Pulteney Practice
Replied on 04 April 2024
Dear patient, I am so sorry to hear about the negative experiences you encountered at our practice. Feedback like this is very important to the practice, so we can learn from it, and improve the service we give to our patients. The comments you have given are much appreciated, and I have fed them back to the practice team. Kind Regards Sarah Wetten Assistant Practice Manager.
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Review titled Dismissed and uncaring
Rated 2 stars out of 5
by Anonymous - Posted on 18 October 2022
I have jumped through hoops for these doctors, worked through numerous GPs as they all seem to leave this practise and ultimately I am still in as much if not more recurring pain than before. I have been dismissed and spoken to rudley by practicioners and the lack of empathy is unbelievable
Visited October 2022
Review titled The Pulteney Practice
Replied on 16 March 2023
Dear patient, I am so sorry to hear about the negative experiences you encountered at our practice. Feedback like this is very important to the practice, so we can learn from it, and improve the service we give to our patients. I would really like to encourage you to get in touch with me at the practice, so we can arrange a face to face meeting to discuss the issues you mentioned in more depth and try to find a resolution. I look forward to hearing from you. Kind Regards Caroline Holloway Reception Manager.
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Review titled Reception
Rated 5 stars out of 5
by Anonymous - Posted on 30 September 2022
The receptionist was very kind and friendly which made the experience so much more pleasant. I also received a phone call from the doctor who really took the time to listen. Very positive experience.
Visited September 2022
Review titled The Pulteney Practice
Replied on 16 March 2023
Dear patient, I am delighted to hear that you have had a pleasant experience with us here at The Pulteney Practice. It is good to know that you received consistent care from the initial call to the reception team, through to your consultation with the doctor. Feedback such as this is really important to us, and I will ensure that this is fed back to our practice team. Best Wishes Caroline Holloway Reception Manager.