Yeading Court Surgery - Ratings and reviews
Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by Colin Matthews - Posted on 14 September 2023
I have been with this practice for a number of years now and the doctors and staff have played a huge role in supporting me through some very difficult times. Despite numerous challenges for themselves I have always found the doctors to be professional honest and experienced and along with all the reception staff who have been brilliant for me and my family. Thank you for the fantastic support
Visited August 2023
Yeading Court Surgery has not yet replied.
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 14 August 2023
So I tried to call my surgery contact number just to book my blood test report result . I tried to book on time like 8 am in the morning but the surgery automated voice answer say that the surgery I’ll be open at 8:30 am in the morning . When I called at 8:30 am in the morning the receptionist said that you have to book an appointment at 8 am in the morning . How can I book my appointment at 8 when my call automatically disconnected. It’s been a while I’m trying to book an appointment with the GP but couldn’t get it because of this . I’m unhappy it’s actually a shame as well . I’m curious to know my health result but the way it is it’s actually disgusting. It is effecting my health as well .
Visited August 2023
Yeading Court Surgery has not yet replied.
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Review titled My child was not seen for a booked appointment
Rated 2 stars out of 5
by N. Cawley - Posted on 12 July 2023
I'm sadly appalled by today's events. My 9 year old child was a few minutes late for an urgent appointment today because of a fight that broke out on the street. As my daughter was finding it difficult to walk from stomach pain, it was not possible to call in to inform the receptionist of running a little behind. Despite arriving less than 10 minutes after the appointment time, the GP refused to see her, even though I'd been trying (unsuccessfully) to get her seen for the last four days, and despite offering wait till the end of surgery due to my child's severe pain. We took her to the chemist, where the pharmacist advised it might be an infection and needs to be seen by a doctor. The pharmacist then called the gp practice for urgent attention and we were advised a GP *might* call back before 6pm. In over 40 years as a patient at this practice, I've never experienced witnessing a child being refused service on the basis of being a few minutes late. I'm actually quite disgusted.
Visited July 2023
Yeading Court Surgery has not yet replied.
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Review titled Disgusted
Rated 1 star out of 5
by Shani edwina Robinson - Posted on 10 July 2023
I can’t believe the service I have received today my son has Down syndrome and is extremely unwell A prescription was sent over to the pharmacy this afternoon which was the wrong dosage luckily the pharmacist noticed this or he could have over doses the service I experienced in the doctors by the receptionist was disgusting!!! I was told I would have to wait 15 minutes then was told nothing can be done and to go to the pharmacist to change it So basically I’m having to do the receptionist job for her I’ve been going to this doctors for nearly 33 years and it’s only really been the past 3 to 4 years the issues started with the constant turn over of receptionist which is never a good sign but also the constant change in when to call for a appointment it’s so hard to get a face to face so if your looking to join this surgery I wouldn’t bother
Visited July 2023
Review titled Yeading Court Surgery
Replied on 18 July 2023
Dear Mrs Robinson, Thank you for bringing this to our attention and we apologise for any frustration caused. It might happen that the pharmacist queries the dosage of a medication issued by the GP. As per your child's records, the clinical judgement on dosing was correct and this was confirmed by the second GP Partner. As for the reception staff, when a message is sent to the GP, the GP normally will reply to it at the end of his clinic or in between seeing the patient that are booked in his clinic for the day. The staff will not be able to update the patient unless a reply is received from the GP. Reception staff are not clinically trained for giving any clinical advice or comment on any issue. For us to provide better care for our patients, we need to ensure that we have enough reception cover on a daily basis. There have been a number of new recruits due to retirement and resignation. All our staff are given adequate training to deal with patient queries. Kind Regards Management Team
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Review titled Inconsiderate practice
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2023
I telephoned the practice twice in two days after having severe leg pains and joints and not knowing what to do, the receptionist told me on the 1st day that the gp will call me and he didnt. I phoned on the 2nd day and she said gp said to go to a & e. I did not feel helped at all and i do not see the point for having a g p really. I do not even know what to do at all.
Visited May 2023
Review titled Yeading Court Surgery
Replied on 19 July 2023
Dear Patient, Thank you for bringing this to our attention and I apologize for any frustration caused. When a telephone consultation is booked or a message is sent to the GP, the GP will definitely call the patient. The patient will have to make sure that the correct telephone number is recorded at the practice. On a few occasion, when the GP called the patient, the number is unavailable. Also, the patient need to make sure that when receiving the call, they are able to have a good connection otherwise the call does not go through. Patient can also send an email, use PATCHS and patient online access to send a message to the GP. The GP will then reply to them with advice and recommendations. There are different ways to be helped by the GP not only appointments. If you do not have the patient online access, please enquire at the reception. Kind Regards Management Team
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Review titled Poor telephone practice
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
I called the practice and I waited on hold for 40 minutes and when the receptionist finally answered, they put the phone down on me without taking my call. I found this experience to be frustrating and unacceptable.
Visited May 2023
Review titled Yeading Court Surgery
Replied on 18 July 2023
Dear patient, Thank you for bringing this to our attention and we apologise for your frustrating experience. Usually all calls are on a queue system and is answered according to the queue position. As our system is connected to the internet, on a few occasion, it does happen that the call can get disconnected at some point. When this happens, the reception staff will call the patient back. But sometimes if the call is on a queue and it is the closing time (6.30pm), all the calls will be ended automatically and will not be in a queue anymore. We have an automated telephone system which will end all the calls at the closing time and even if the patient calls back, he/she will not get through. Kind Regards Management Team
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
I’m literally soo frustrated with this gp surgery it’s not the first time I’ve booked an emergency appointment and waiting to be called the whole day yet no response I called on Friday 28th April telling them I have a painful lump on my scalp and I was told I would receive a call on the day, I didn’t receive anything, I totally understand the dr is busy but if the dr is unable to do his work maybe the reception should be updated and tell them that there is not I b available, I too work in a gp and from my knowledge I think the aim is to avoid patients to go a&e but I don’t see that happening with this surgery. So again I’ve called today the 2nd of may after he bank holiday weekend, with a new problem, so now I have 2 issues that needs to be solved, I had to call in sick so absence from my work because the dr in the surgery was unable to do his/ her work. I’ve been advised a call again today and sent them pictures of the issue as it was requested and was told call between now and 6 how ridiculous do people not have work or meetings they need to get on with? Or are we suppose to sit the whole 10 hours idol waiting for the call that might not even happen. Very disappointing
Visited April 2023
Review titled Yeading Court Surgery
Replied on 18 July 2023
Dear patient, Thank you for bringing this to our attention. When a patient is booked for a telephone consultation with the GP, the GP will always action it. While booking the appointment, the patient needs to make sure that the correct mobile or landline number is recorded on the system as very often, the patient would change the telephone number without notifying the surgery. Also, when the appointment is booked and a time frame is given to receive the call, the patient needs to make sure that they are located in a room where there is adequate mobile reception. On a few occasion, when the GP calls the patient, it goes straight to voicemail as the connection did not go through. Also, on the second issue, if you sent pictures and the GP was sent a message to action your query, the GP will be calling on the day but you might not get a time frame as the GP will do the call in between his booked clinics. Kind Regards Management Team
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Review titled Poor service and unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2022
I went today with a very bad pain on my lower back .For 2 days I barely walk and breathe and the receptionist sent me away. Very rude. They don’t care . Absolutely terrible service.Insensitive to your needs .
Visited December 2022
Review titled Yeading Court Surgery
Replied on 18 July 2023
Dear Patient, Thank you for your bringing this to our attention. We will review the customer service training and will make sure that our staff get trained accordingly. But also, patient has to understand that reception staff cannot give any clinical advice as they are clinically trained and the patient has to be booked either for a telephone or face-to-face appointment with the GP. If there are no appointments available on that particular day, the patient will be asked to send an email, use patient online access message, use PATCHS or call to book an appointment with the GP for the next available appointment. The are different means for the patient to be advised. Patients are thus advise to make use of those different means so that can be treated clinically accordingly. Kind Regards Management Team
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Review titled Very bad practice
Rated 1 star out of 5
by Tigist besha - Posted on 11 August 2022
I am writing today to complain of the poor service I received from my surgery Which is called Yeading Court Surgery. I been registered with my self and my 3 boys since 2013 till know. So far as we all know since Covid-19 we don’t have access to see face to face appointment. But to get phone appointments is really busy the surgery phone too off that as luck if the phone been picked up the all appointments gone. So on the 13/06/22 I was call for my lips infection and they booked me with doctor phone call appointment and know one was not called until next 2-3 days and I got text messages which it said to send by link the picture off the lip then I did follow the link and send it still not getting response… Again I am getting very pains all my body so I was call surgery on 8/08/22 morning and the phone picked up by the lady called jully and I explain my sickness and she was not even try to help me directly she booked me week after Monday, I was so tired by similar receptionists conversation and she don’t even give me chance to speak the I start to telling her why she is rushing and be rude to me then straight forward she call my name and hung up .so my point is I went even there feed back on the website all I saw was so hilarious feedbacks .I don’t understand why the reception rude all same on the phone even they picked up and “ go on I’m lesioning” that’s the first word then it’s full call tomorrow and tomorrow always they are fully booked, firstly ppl who calls in surgery is who need health help not to be disrespected!!! Morally they damage so unprofessional don’t have word to expose my feelings. And I request phone call back for complain to manager on 8/8/22 she was not called I called back on 10/08/22 request another phone call back unfortunately the manager was extremely very rude and telling me straight forward what ( ms besha I’m so busy what do you want ) so I’m still shocked the all stuff was similar altitude even they defined each other. My last point I have been a patient there for a very long time. Yes the staff have changed so has the manager. The staff put up with a lot of bad attitude from alot of patients I have witnessed this myself..
Visited August 2022
Review titled Yeading Court Surgery
Replied on 04 October 2022
Dear Mrs Besha, Thank you for your review. I do apologize if your felt that me or my staff were rude to you. But we do operate a zero tolerance policy in the surgery and we cannot allow patients to be rude, aggressive or threatening to go to the media either in person or on the telephone. I do understand that you very upset and disappointed for not getting a nearer appointment but you were given the option to send pictures which would have been forwarded to the GP on call on that day. We usually ask patients to send us pictures either through our surgery email or messaging system. This allow the patient to have a faster response from the GP instead of waiting for the next available routine face to face or telephone appointment. Kind Regards Practice Manager