Saxena L - Ratings and reviews
Reviews
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Review titled Hard to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 08 May 2023
I have been calling for months as I have a severe pain in my shoulder that I can even move it. Trying to call almost everyday but its si hard get through the phone lines dont open until 8.01 when you get the queu its absolute ridiculous been waiting for hours to say that no appoints call back again next day, calling again been in the 1st for long time after 30 min call finish as they say is too busy call again get 1st in queu and again too busy call later. That its absolute ridiculous, and still waiting to get an appointment
Visited May 2023
Review titled Saxena L
Replied on 19 May 2023
Hi - I am sorry to hear you're having problems getting through to us. We try to avoid the 8am rush by having appointments available with HCA, Practice Nurse, ANP and GP to book weeks in advance so, if you cannot get through at 8am (which is normally busy by those attempting to get an appt for an acute problem) then please call at other times in the day. The call queuing system we have installed holds our patients in a queue and you will be answered in turn. I would urge you to call and wait in the queue later in the day (1700-1820 is normally not busy on the phones). Hope this helps. Paul Bridgeman, Business Manager
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Review titled Terrible service
Rated 1 star out of 5
by Alexandra Gilland - Posted on 18 January 2023
** would rate no stars if could ** Just been for a blood test at Winstanley medical centre I was 18 minutes late due to the weather and traffic but I had rang prior to say I would be late and was told get there when you can I turned up at the practice and tried to book in I was shouted at saying it was 22 minutes past now your appointment was at 8:06 the attitude of the receptionist was awful and condescending I felt she wasn’t very approachable. When she went to speak to the phlebotomist I could hear them speaking and heard if anyone else is late I’m not doing them! Very inconsiderate due to the weather conditions today. I asked the receptionists for my blood form and there was huffs and puffs to do the task which I found very upsetting as I am aware the nhs is strained but it is very disheartening to patients as they can see that even the staff are not bothered about their care. All in all no wonder things in patients health are being missed due the the reception’s attitude when you ring and ask for an appointment people are scared to ring.
Visited January 2023
Review titled Saxena L
Replied on 31 January 2023
Hi Alexandra, We have discussed your comments as a team and can only apologise to you as the receptionist on the front desk was unaware of you calling in earlier. I have also passed your comments onto the visiting Phlebotomy team as a learning opportunity for them also. We can assure you that we do care for your and all our patients but on this occasion we fell short and did not meet your expectations. I have spoken to the member of staff involved and made her aware of your comments. I do hope your experience is better next time and thank you for bringing this to our attention. Paul Bridgeman, Business Manager
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Review titled Frustrating
Rated 3 stars out of 5
by Anonymous - Posted on 01 January 2023
Whilst I have no issues with the staff at the surgery or any consultation I've ever had, contacting the surgery and getting an appointment has become increasing difficult. When I'm told by the GP that they'd like to see me again in 10 weeks, it would be great to be able to phone and make that appointment. I tried ringing on several occasions and was told I couldn't make an appointment for later in the week and to ring at 8am. I can't use my phone when working , so that can be very difficult when calls can be on hold for over 10 minutes. I ended up having to push back a booking with work so that I could go to the practice for 8am to ensure I could get an appointment before Christmas.
Visited December 2022
Review titled Saxena L
Replied on 10 January 2023
We are sorry that you have found it difficult to get through to us to make an appointment. We installed a call queuing telephone system last year and most feedback has been positive. We try to make sure we have a balance of "on the day bookable appointments" and "pre-bookable appointments" but cannot always please all patients all the time. I am afraid the current pressures we are all experiencing in Primary Care lead to patients feeling frustrated as appointment pressure is at a unprecedented level. Our less busy times to call are after 1700 on weekdays if that helps at all but as you know we cannot guarantee to get you an appointment at the Surgery. There are other avenues to get to see clinicians if that is useful for you e.g Walk-in-Centre and also GP Out of Hours services. We only book GP appointments up to max 4 weeks so if asked to return to see GP again we do ask patients to make that appointment in the future. We will always try to accommodate our patients; please bear with us through this most difficult time. Again, apologies.
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Review titled Unable to make contact
Rated 3 stars out of 5
by Anonymous - Posted on 19 December 2022
I have made numerous calls today, one lasting over 11 minutes, being told I am “number 1” in the queue. Whilst my concern is not life threatening, I do need to speak to someone regarding my prescription which was incorrect with no explanation. The pharmacist advised calling my GP. I cannot afford to be on hold for excessive periods of time and am unsure how I can resolve this without actually making a trip to the surgery.
Visited December 2022
Review titled Saxena L
Replied on 20 December 2022
Hi - We are sorry that you have had trouble getting through to us. With our new "Call Queuing" telephone system which most patients prefer, patients seem happier knowing their position in the queue. I assume you called at a very busy time and sometimes calls can take a while to. We do try to be as efficient as possible to clear the phones. Please do persist; we seem quietest 1400-1500 or after 1730. If you are unable to call during these times another option is to authorise another family member to discuss your medications on your behalf.
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Review titled Impossible to contact
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2022
I’m 13 minutes and counting on hold, number one in the queue for the entire wait trying to organise a visit for my 3 year old son who is having an adverse reaction to some cream prescribed yesterday. This is symptomatic of the surgery of late, it is increasingly difficult to get through to an admin person and appointments are rarely available within the week. Additionally, opening times online are no longer accurate (such as the Tuesday late night, when I took this up with the receptionist I was told they couldn’t change it in case the time changes again).
Visited June 2022
Review titled Saxena L
Replied on 05 July 2022
We are sorry that you experienced a long wait before the telephone was answered. We have installed a call queuing system in response to feedback we received from our patients and the vast majority of patients prefer to know their position in the call queue. We seem particularly busy at the moment along with our colleagues in Primary Care and over the past few weeks have had our fair share of sickness related absence (some Covid related) that has obviously impacted on our ability to answer your call. If our Reception staff are busy with the myriad of tasks they are dealing with then call times will be longer but we will always answer patients calls. We do have appointments available every day but like any service if we have reached capacity we are very lucky to have other services available to patients and will always signpost patients to other available services e.g. walk in Centre, out of hours GP. We also have appointments bookable on other days. We do have a late clinic on Tuesday evenings and our consulting hours on the website are still accurate. We offer many different ways to consult with our patients not just face to face as some patients prefer to have their consultations remotely out of convenience. Again, we are sorry for your inconvenience.