Windrush Surgery - Ratings and reviews
Reviews
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Review titled Outstanding Service
Rated 5 stars out of 5
by Amanda - Posted on 08 February 2024
I called at 8.30am spoke to a polite receptionist Was called back by a Clinician in 20 mins Saw a Clinician at 10.30am same day , (treated with dignity and respect ) Had bloods taken by a lovely HSA after my appointment Referral made -- follow on appointment was made text received within 4 hours Thank you again to the service I was given Primary care is under pressure but I cannot fault the Care I was given again.
Visited February 2024
Windrush Surgery has not yet replied.
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Review titled Poor availability
Rated 1 star out of 5
by Desiree Parrinello - Posted on 19 February 2024
Rang this morning as my mother, a 73 year-old lady with many issues. I rang at 8.30 already no appointments, rang 111 and also no appointments today. I rang back at 1.30 and was told we have reached capacity and therefore no appointments again. I was told to ring 111 or that they could put her on triage for a pharmacist which is no use to me. Eventually spoke to someone at 111, who miraculously found an appointment for tomorrow morning at 10.30. While I appreciate that there are plenty of difficulties within the NHS it is also not my problem that the surgery has received over 300 calls to speak to a doctor. This means that basically unless you ring and want to wait and may still be told there are no appointments available. Most people work between the hours when the surgery is open and can only call either before or after. There is no flexibility whatsoever and there is no understanding.
Visited February 2024
Windrush Surgery has not yet replied.
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Review titled Reception
Rated 2 stars out of 5
by Roger Dighton - Posted on 30 January 2024
My mother has repeatedly asked to communicate by email or even text as she is profoundly deaf and cannot understand or hear phone conversations but reception repeatedly call her to arrange appts and then are rude because she cannot hear them properly. She is 95 and this us just not acceptable.
Visited January 2024
Review titled Windrush Surgery
Replied on 01 February 2024
Dear Roger Dighton Thank you for your feedback, we understand your feelings and have taken the time to look into all the recent correspondence with your mother via our messaging service and the phone system. We can see a text message was sent to your mother following her online request for an appointment. The text contained a self booking link that enables a booking to be made at a date and time that suits. This link was not used by your mother and so, to ensure that your mother received an appointment in a timely manner our reception team gave her a call. On playback of the call both your mother and the receptionist communicate clearly with each other and have no issues. A booking was successfully made. We could not find any evidence of rudeness any where in the call. You are more than welcome to speak to us at the practice about this matter, should you wish to. Kind regards Windrush Surgery
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Review titled Difficulties
Rated 2 stars out of 5
by Anonymous - Posted on 03 November 2023
Unable to access surgery by phone. Booking bloodtest by nhs app not possible How does anyone see a nurse?
Visited November 2023
Review titled Windrush Surgery
Replied on 21 December 2023
Dear Anonymous We're sorry to hear that you had trouble with the phones. We have not experienced any issues with the system and the lines open everyday from 8.30am. If you experience a technical issue you can contact us through our website. This is also a great way to request a nurse appointment and saves you waiting in a queue. Kind regards Windrush Surgery
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Review titled Great practice
Rated 5 stars out of 5
by N White - Posted on 04 October 2023
Called this morning. Spoke to the receptionist, within 1 hour a doctor called me and arranged for me to see a doctor. Everyone was so polite and professional and sorted out my issues quickly. There have been so many really possitive changed to the surgery recently that are making it better and better for everyone. Thanks so much
Visited October 2023
Review titled Windrush Surgery
Replied on 21 December 2023
Dear N White Thank you so much for taking the time to leave us feedback, we really appreciate it. We have been making changes in order to improve the service we provide and we're pleased you have noticed these efforts. We will pass on your comments to the whole team. Many thanks Windrush Surgery
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Review titled Great service
Rated 5 stars out of 5
by Jocelyn W - Posted on 04 October 2023
Needed help and received great service on the day. The surgery is getting better all the time and I for one is very greatful for this as the people working there are always so happy to help and so professional.
Visited September 2023
Review titled Windrush Surgery
Replied on 21 December 2023
Dear Jocelyn Many thanks for your feedback, we are pleased that you took the time to let us know and that your experience was a positive one. Everyone in the team is working hard to deliver a great service every day. We will share your comments across the wider team. Many thanks Windrush Surgery
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Review titled Worst practice in Banbury
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
How sad that you have to get to the point to write a negative review for them to even consider you, give you some attention and try to get you booked in with a doctor. Such a hypocrisy. And then they get back to you and answer that they cannot find you as their registered patient. I have been with them for nearly 8 years now and in the last 3 years (since Covid) it has been impossible to get to see a doctor. It's like being in a third world country. I don't know if this is the "normality" with every surgery and practice or just with them but I will soon find out because I will register with someone else. If you want my advice stay away from them...absolutely useless, not to mention that the receptionists are extremely rude and unhelpful. It's a shame that a person cannot see a doctor when they need it considering everyone is paying National Insurance and giving their money away for a service they cannot get. What a shame and outrage. I will give them a call just to let them know that I am actually registered with them and have been for long time, but will tell them to cancel me from their registers. Both me and my partner. Shame to you and your "medical service".
Visited June 2023
Review titled Windrush Surgery
Replied on 12 June 2023
Dear Anonymous We are sorry to hear of your poor experience with the practice. We take all negative comments very seriously, if you would kindly call the practice on 01295 251491 and explain these issues we will be more than happy to talk through them with you. Kind regards Windrush Surgery
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Review titled Frustrating
Rated 3 stars out of 5
by Anonymous - Posted on 31 May 2023
Been trying to make an appointment for a routine smear test and have been told twice now, that there are no appointments available and to try again in another weeks' time. I understand the NHS is under pressure, so are we as patients. We are being pressured to make these routine appointments and when we do it's very frustrating to get an appointment.
Visited May 2023
Review titled Windrush Surgery
Replied on 02 June 2023
Dear patient Thank you for the feedback, we are sorry to hear that you have been unable to book a routine appointment. We understand how frustrating this is for you and want to get you seen as soon as we can. We currently have available appointments on forthcoming Saturdays, if this would be convenient for you, please give us a call on 01295 251491 or use the forms on our website and we’ll arrange this for you. We are working hard to improve access to the surgery and make available more appointments, again we apologise that you were unable to book an appointment with us. Yours Sylvia, Practice Manager
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Review titled Needs to be urgently reviewed by CQC
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2023
Last CQC report was back in 2017, where the surgery was marked as 'good', after being found semi-functional the year before. 6 years on and things are way worse than they were in 2016. The advent of covid seemingly shifted the surgery from a busy but mostly adequate practice into one that is seemingly terrified of dealing with patients. The staff hide behind made up policies - think I've even had GDPR quoted at me once! - that make booking an appointment or seeing a doctor in person an almost impossible task. The appointment lines theoretically run from 7:30 to 12:00, but if you're lucky enough to actually get through to one of the jobsworth receptionists within the hour, chances are they've already decided not to take on any more appointments for the day anyway. Appointments can't be booked through patient access either, presumably because it's too much work to set it up? No doubt there'll be some copy and paste response to this review asking me to contact the surgery to discuss ; fairly obvious issue there being that ... it's impossible to contact the surgery.... A genuine embarrassment to the NHS, and immediate oversight is needed by CQC.
Visited May 2023
Review titled Windrush Surgery
Replied on 26 June 2023
Dear Anonymous. Thank you for the feedback. Windrush Surgery had a CQC annual review in 2019 and a monthly review in June 2023 both resulting in the CQC stating there is no need to carry out an inspection or reassess the current rating. In April and May this year the Practice conducted 3258 face to face appointments and 4065 phone appointments, averaging over 900 appointments each week. During this time we answered 7860 phone calls. We are a very busy Practice caring for hundreds of patients every week. We use patient access and the NHS app where appropriate and send online booking links to patients for them to self book their own condition reviews. Our phone lines open at 8.30 am each day. If you would like to discuss any of the above or a specific grievance you have, we are more than happy to talk with you. Please call 01295 251491 or come into reception and ask for the Practice manager. Kind regards Windrush Surgery
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Review titled Excellent practice
Rated 5 stars out of 5
by Anne Wylie - Posted on 13 May 2023
Have been with Windrush since 1971, along with my late husband and three children. Have always been well treated, often beyond the call of duty, too many instances to mention. They are coping as well as possible in the current circumstances.
Visited May 2023
Review titled Windrush Surgery
Replied on 12 June 2023
Dear Anne Thank you for the feedback, we are so pleased to hear that you have had positive experiences at the practice. Thanks for taking the time to tell us, we have passed this on to all the team. Many thanks Windrush Surgery