The Upstairs Surgery - Ratings and reviews
Reviews
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Review titled Left in pain
Rated 2 stars out of 5
by Karen Perry - Posted on 05 December 2023
On receiving my prescription of pain killers I have to order the next prescription as I'm only given enough for 1 week and I have to wait 3 - 5 working days. Twice now my prescription has not been sent out today I rang the surgery and was told doctor would definitely send it across wait just over an hour and collect. I did as I was asked no prescription this has left me with nothing for 2 days that means no sleep and in pain couldn't ring the surgery as the timing just over 1 hour means the surgery is now shut. How can a medical doctor do this to a person in severe pain it's inhumane.
Visited December 2023
The Upstairs Surgery has not yet replied.
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Review titled Awful practice
Rated 1 star out of 5
by Angela - Posted on 02 November 2023
I have tried numerous times to contact the surgery. I have had a bad ear ache called the surgery at 8 am and was told they had no appointments to call 111. I have tried to treat my ear myself. Which now resulted in my now having chest and throat infection. I rang the surgery this morning at 8am I was fifth in the queue I wanted an appointment to see a GP. When I rang I spoke with the receptionist who asked me a series of questions and said the GP will call me at 9.30. I’m so disappointed at how a GP can tell what I have without seeing me. I will try and look for a new GP
Visited November 2023
The Upstairs Surgery has not yet replied.
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Review titled Fantastic customer service
Rated 5 stars out of 5
by Maxine Smith - Posted on 14 July 2023
Today's visit to the practice would have been the first visit in years, I was very happy to be offered an appointment,on arrival both receptionist delivered excellent customer service not only to myself also to others. The Doctor who saw to me today was very attentive which made me feel much better when I left the surgery. Everybody only has bad things to say about their doctors surgery ,today I am giving mine credit.
Visited July 2023
Review titled The Upstairs Surgery
Replied on 02 November 2023
Thank you Maxine, for taking the time to comment on your experiences at our surgery. We really appreciate your kind words and are glad hear that you are happy with the service you received from our receptionist and Doctor. I will share your kind feedback with all the team. Kind regards, all the staff at The Upstairs Surgery.
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Review titled Getting an appointment
Rated 1 star out of 5
by Fiona Bruce - Posted on 31 December 2022
I am a family member for one of your patients who has consent to discuss their medical issues with you. I would like to learn how a patient is able to book an appointment when at 8am an answer machine explains all appointments are taken for the day & to call back the following day. This patient wasn’t in a fit state to attend in person at 8am. Your econsult service suggested to call The Surgery as risk of sepsis. The Hub or OOH service which you can call at midday was also fully booked. After attempting this for 2 days we attended A&E when the patient was admitted for 6 days. My own Surgery follows the triage booking service - do you have any plans to do this as all requests are based on clinical need by a GP or ANP. Thank you. I look forward to your response.
Visited December 2022
Review titled The Upstairs Surgery
Replied on 15 February 2024
Thank you for taking the time to post your review and we are very sorry that you have had a difficult time in obtaining an appointment. We do prioritise high risk patients and always try our best to ensure that all our patients needs are met accordingly. We understand that at the time you contacted the surgery, we was going through a transition with our telephone systems, and we quickly resolved the issue to avoid patient delay. Our reception staff have been trained on triage, and will alway ask specific questions to ensure that you get to see or speak to the medical professional that is most appropriate for your presenting complaints, whether it be offering the new HUB service, NHS 111, A&E, a walk in centre, or a private consultation with a local pharmacist, depending on the issue. We would like to discuss this complaint with you further, and kindly ask that you put a complaint in writing addressed to the practice manager, or by email to theupstairssurgery@nhs.net.
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Review titled No Appointments for Cancer Patients - Rude Staff
Rated 2 stars out of 5
by Anonymous - Posted on 25 November 2022
We really like our GP, but getting to see him is a nightmare, even when you have a serious illness, such as cancer. The receptionists vary greatly. There are times when they have been really helpful. Unfortunately it seems to depend greatly on who you get though. Other reception staff will just tell you there are no appointments and hang up on you, which is very frustrating when you have been on hold for a very long time waiting to speak to them. Nor is helpful in getting the treatment that you need.
Visited November 2022
Review titled The Upstairs Surgery
Replied on 02 November 2023
Thank you for taking the time to post your review and we are very sorry that you have had a difficult time recently in obtaining an appointment. We do prioritise high risk patients and always try our best to ensure that all our patients needs are met accordingly. We understand that the phone lines are very busy in the morning, but also advise patients that you are able to walk in to the surgery at 08:00am to book a same day consultation with the GP, if this is suitable. If the appointments on the day have been fully booked, the receptionists will always try to help to get you medical attention that day, whether it be offering the HUB service, NHS 111, a walk in centre, or a private consultation with a local pharmacist, depending on the issue. As your comment is anonymous, we would need more information to be able to deal with this in depth. If you would like to discuss this further, please call the surgery on 0208 597 1840 and ask for the Practice manager, or email the surgery theupstairssurgery@nhs.net FAO: Practice Manager.
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Review titled Extremely helpful
Rated 5 stars out of 5
by Anonymous - Posted on 13 July 2022
I've been with this surgery for just shy of 5 years now and I don't think they receive the credit they deserve. Every time i've contacted them, they have been extremely helpful and gone above and beyond to help me and my family. I called today to book an appointment, aware that there may be no emergencies left, but the receptionist went above and beyond to give me local contacts and referred me to the pharmacist to make sure my problem is heard and dealt with. I've never had a bad experience like the rest of these comments suggest and have to praise this surgery for all their continued support and help.
Visited July 2022
Review titled The Upstairs Surgery
Replied on 02 November 2023
Thank you for taking the time to comment on your experiences at our surgery. We really appreciate your kind words and are glad hear that you are happy with the service you received from our receptionist. I will share your kind feedback with all the team. Kind regards, all the staff at The Upstairs Surgery.
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Review titled Great service
Rated 5 stars out of 5
by Lisa Meyer - Posted on 05 May 2022
Needed a prescription that I couldn’t from where my Perscription usually goes to. Called surgery spoke to a lovely lady called Lisa and it was sorted straight away
Visited May 2022
Review titled The Upstairs Surgery
Replied on 13 July 2022
Thank you Lisa, for taking the time to comment on your experiences at our surgery. We really appreciate your kind words and are glad hear that you are happy with the service you received from our receptionist. I will share your kind feedback with all the team. Kind regards, all the staff at The Upstairs Surgery.
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Review titled Worst Surgery
Rated 1 star out of 5
by Anonymous - Posted on 22 April 2022
This surgery has gone bad from worst, its impossible to get through at 8am, when one get through appointments are gone even the phone consultation. Impossible to book routine appointments as they also seem to fill up quickly . They have a online consultation service which is also useless as one get a message up contact the surgery (can never get an appointment) I never leave reviews but fed up, no point complaining as nothing changes so will change GP
Visited April 2022
Review titled The Upstairs Surgery
Replied on 13 July 2022
Thank you for taking the time to post your review and we are very sorry that you have had a difficult time recently in obtaining an appointment. We understand that the phone lines are very busy in the morning, but also advise patients that you are able to walk in to the surgery at 08:00am to book a same day consultation with the GP, if this is suitable. If the appointments on the day have been fully booked, the receptionists will always try to help to get you medical attention that day, whether it be offering the HUB service, NHS 111, a walk in centre, or a private consultation with a local pharmacist, depending on the issue. we also sympathise that our routine appointments are in high demand, these are added every Wednesday afternoon from 14:00pm, we advise that you call or attend the surgery after this time to ensure you can book your routine appointment. As your comment is anonymous, we would need more information to be able to deal with this in depth. If you would like to discuss this further, please call the surgery on 0208 597 1840 and ask for the Practice manager, or email the surgery theupstairssurgery@nhs.net FAO: Practice Manager.