The Pump House Surgery - Ratings and reviews
Reviews
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Review titled First class care
Rated 5 stars out of 5
by Anonymous - Posted on 17 August 2022
I called at 8am to try to get an appointment with a Nurse due to month long post-Covid digestive problems. Nurse called me back shortly afterwards, triaged me and made me a face to face appointment with a trainee GP at 11. I attended, was examined and a thorough history taken. Tests were organised which I booked with a kind and friendly Receptionist. So impressed.
Visited August 2022
Review titled The Pump House Surgery
Replied on 30 August 2022
Thank you so much for adding a positive comment, we always appreciate good feedback as this boosts staff morale and this will be shared with the team. Thank you
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Review titled Frustrating website - desperately needs management
Rated 2 stars out of 5
by Anonymous - Posted on 18 August 2022
Several times I have called the surgery to say my online prescription services do not work. The same generic response from the lovely receptionist each time. I get in a slight panic that I cannot access my pills and have run out. The surgery does not help to update details when the system throws you out each time. The receptionist is really lovely and I feel sorry for her having to cover up the inadequacy which really the practise manager should be sorting. The amount of time spent ringing the surgery to say that the online system doesn’t work could be better spent just taking the repeat prescription over the phone - why oh why don’t you use this method anymore? Not good enough Pump House surgery - this needs revisiting as your online services are failing us. Let’s return to a more open surgery where we can go for help.
Visited August 2022
Review titled The Pump House Surgery
Replied on 01 September 2022
Dear Patient, Thank you for your feedback. We are sorry to hear that you are having difficulties with the online service. If you are signing into your online account, the error message you are getting may be because your medication needs to be reauthorised by a GP. If this is happening please add a comment in to the special notes box and we will submit your request. You can also submit a manual request via our website by visiting the below link and then selecting No. https://www.thepumphousesurgery.co.uk/navigator/repeat-prescription-request/ We do understand that the new system has been difficult for some patients, but the majority are finding that it is far easier to use the online services once they have them up and running than it was trying to get through to our extremely busy phone lines to order their medications. If you are still experiencing problems or wish to discuss this further then please call the Surgery and ask to speak to a member of the management team. Kind regards The Management Team
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Review titled Doctors lovely- pharmacy leaves much to be desired !
Rated 1 star out of 5
by Denise - Posted on 15 July 2022
Elderly Mum gets her meds delivered every Fri, had apt on a Mon these were adjusted, Dr assured us the order would be changed by the Friday . No, same meds sent out. A very frustrating call after holding on for around 45 mins the staff admitted the error, result further trip to get it adjusted- 7 extra tablets. Today, quite late, as elderly Mum had not realised, same error- new meds missing, resulting in an another 10 mile round trip to pick up them up! A whole new set, when 7 tablets would have sufficed! What a waste of time and money! One error is understandable but Twice, really????? I do realise (as all the signs in the surgery point out) there are staff shortages, Covid etc but actually the service needs a serious review. Also, can I make a suggestion as I wasted valuable minutes on a Friday night- could you put the correct times that Phone calls are accepted by the pharmacy, as I couldn’t get through, I rang the surgery number and wasted the lady’s time and she got the rough edge of my tongue for which I apologise. Come on Pump House, surely you must want to provide a better service! Rant over.
Visited July 2022
Review titled The Pump House Surgery
Replied on 18 July 2022
Dear Denise, Thank you for your feedback. We are sorry that this error occurred. I believe you have already spoke to the dispensary manager about this. If you wish to discuss this further, then please contact the Surgery on 01787 222022 and ask to speak to a member of the management team. Emma Morgans Practice Manager
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Review titled Great staff poor management
Rated 2 stars out of 5
by Anonymous - Posted on 12 July 2022
All staff I dealt with where fantastic friendly and helpful. My issue I had to wait 4 weeks for an appointment. My husband has previously had to wait 3 weeks for an appointment. I rarely get a phone call answered 1st try. I know the nhs is short staffed but can see why people go to a&e for non emergency appointments when you can't be seen for a month.
Visited July 2022
Review titled The Pump House Surgery
Replied on 13 July 2022
Dear Patient, Thank you for your review. I am sorry that you feel you have not received the service you would have wished for. At the surgery we book routine appointments up to 6 weeks in advance. We can also offer remote appointments where a GP from outside our practice can contact you at a weekend. We also have the option to get a community pharmacist to make contact with you to discuss acute conditions. Please feel free to contact the management team and ask for a call back.
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Review titled NHS at its very best
Rated 5 stars out of 5
by Anonymous - Posted on 20 May 2022
Phoned Pump House at 9.30 Answered quickly Told that the problems would be Triarged and felt despondent. 9.45 received a text message, phone appointment at 11.30. Good, fast response but A few minutes later, could we come to the surgery at 10.30 to see Dr and nurse? 10.30 seen by nurse for one problem and moments later Dr joined. Treatment and new prescription issued. 12,00 Collected prescription from pharmacy. This superb service far exceeded our expectations and shows that when urgent treatment is needed it is available despite all the pressures on the service.
Visited May 2022
Review titled The Pump House Surgery
Replied on 27 June 2022
Thank you so much for adding a positive comment, we always appreciate good feedback as this boosts staff morale and this will be shared with the team. Thank you.