They're okay. Have to call to make an appointment but can call at any time. It's quite easy to make appointments. The doctors listen and the care is good.
The reason hospitals are full is because the GPs do bugger all. All they're interested in is getting people in for the money and that's it. You go in and there's no one in there, they just send everyone to the hospital.
You have to call at 8am to try book an appointment, but when you call there is either no answer or if they do answer it is to tell you that there are no appointments left. It is the same thing every time. They are not helping.
Booking appointments has been good online. Both resulted in telephone consultations which I don't really like. You do need to be computer literate.
I get to see a GP if I need to and I can get a same day call back - all using Accurx which has been a game-changer
Sometimes it takes me 4 to 5 times to get an appointment. If it's one minute past 8 they refuse. They didn't provide me with any training or information on how to book online. Once I was in pain and had a fever for two days and retained urine. I had a cyst near my groin and the nurse practitioner just gave me aspirin. I got worse and didn't receive appropriate antibiotics in a timely manner. The main problem with them is getting an appointment. When the GP does see you they give you a good service. When I had depression I expected them to be straight up and not talk to me like an idiot.
Our GP IT system went down and affected our appointments. There are always problems getting appointments through the NHS.
Five star service delivery. Excellent staff and appointment availability.
I was feeling suicidal, and I eventually had to make a complaint to get a phone appointment with a very helpful lady doctor. I then asked for an appointment a few weeks later and had to fight to get one. Receptionists are arrogant with no regard to the patient's feelings/symptoms/pleas.
After second phone appointment, I was left feeling even more depressed due to the total lack of empathy from the male doctor (who I discovered many years ago has no understanding of mental health).
I then rang again this morning, and after waiting 20 minutes for the phone to be answered, spoke to yet another couldn't care less receptionist to ask why the surgery's social prescriber had not contacted me in over four months. I was given no reason as to why and not even an apology, which is what I've come to expect from this surgery.
If it wasn't so difficult to join another surgery I would've left this one years ago. The only way to get anything done is to make an official complaint, which I don't like having to do.
They're no good. I go to them and they just try and refer me to the hospital. It's a never ending cycle.
There's a couple of really good doctors but they're not good at giving information or offering support. They have no understanding of autism. Medical overshadowing happens a lot with autism, you feel fobbed off with it being a sensory issue.
I have recently moved to them and they have been okay so far. Really caring as a service.
Lower than rubbish, couldn't get an appointment. Waste of time so ended up moving surgery.
They are a diabolical surgery. A very poor service provision. The staff are rude and unhelpful.
Quite good, no issues. I can get appointments quickly especially with the new online system. It works well for me. I also see my midwife there. She is very good too. Really happy with the service there.
My issues with them are, the waiting times, I can't get an appointment over the phone. I have to book online which is a rubbish system.
It's easy to get an appointment and the GPs listen to you and provide excellent help and support.
They're okay. I went in with a problem with my shoulder and they referred me onto the Royal quickly. They give good appointments and I see different doctors but as long as I see someone that's okay.
I don't feel comfortable there. They just tell you to follow what is on the NHS website which is unhelpful. It makes you lose trust in them.
The way things are going I will give them 3 stars. It's very challenging to get an appointment.
They are amazing and absolutely great.
They're really good with myself and daughter who both have long term conditions. I wouldn't want to change to anyone else. They know us there and our history. It works for us.
They are fine for me. If I am there and waiting a long time I will go to reception to check and they will let me know the doctors over running and they will be with me as soon as they can.
It's a good surgery, I have no issues with them. They try and give me appointments and the staff are courteous.
Excellent GP. The only issue is you need to ring at 8AM and you can get the appointment the same day then.
Getting in touch with them is difficult. Communication is bad. When I do make contact with them they're excellent.
Before covid they were great. Now when I need a repeat prescription I call and wait one hour, I give up and hang up in the end. I have to go there to fix it. The staff are all good. I prefer face to face appointments but now it's not possible. The receptionists encourage you to go to A&E as there are no appointments but they shouldn't encourage that.
My GP closed its doors and I didn't know how to contact them. They didn't give me any information about it, they just closed.
The GPs and nurses are good and helpful.
It's okay but hard to get an appointment. It's difficult to get through on the phones, they don't answer. Not very friendly either. There is only one good GP for menopause. They others don't know enough about it. More training is needed.
Just like other places, it's very difficult to get an appointment but the GPs and nurses are super good.
There is little continuity and issues get missed.
I live half a mile away from the surgery. I phone them from my mobile and started walking towards them. The phone was continuously ringing until I reached the practice. I asked the receptionist why they weren't picking up and she said she was busy doing admin. This is how they treat their patients.
If something is needed then it gets done. Quite good in giving appointments. They are very slow in relying back to the phone calls. You have to wait weeks to get your test results.
I have had reasonable treatment from them. I am satisfied with them and the service.
The GP is alright . They don't administer medication. It's known for not getting an appointment with them. I go for yearly health checks. Sometimes I miss them by about 6 months.
Quite good. Telephone first than triage queues makes quite quickly and get an appointment pretty much straight away.
Managed to make an appointment and be examined. The problem started 6 months ago. I had a telephone appointment initially and was misdiagnosed on the call which is why I think the GP saw me face to face.
Lack of communication, They don’t pick the phone at all.
They transferred me to the green, we can now take our face masks off. He's done us some favours and helped us with getting off the alcohol. I haven't drank anything in 8 weeks.
Sorry I’m late feeding back about this. I think my Mom received texts on 3 days in the week before Christmas basically saying not to contact the surgery because they couldn’t cope.
Used to see same doctor for 37 years, now you can’t. No one picks up the phone, poor elderly people they’ve forgotten about. Get an appointment over the phone too stressful process, they need to bring back face to face appointments.
Not always the best. Some days I have problem with my memory usually they send a message for when my appointment is due. Last appointment was for digestive thing, arrived at the surgery booked it on computer and waited 45 mins. Asked receptionist why they hadn’t called and they said they didn’t know. Tried to call the doctor but after no answer I ended up leaving. Feel like I am not being taken seriously.
It took 3 weeks for me to get a telephone consult with the doctor. Then after this they asked me to come into the surgery and waited a week or so for that appointment. The doctor googled something in front of me which didn't inspire me or give me much hope for the treatment or diagnosis.
Not getting appointments, do get phone calls back. Kept on hold for a 45 minutes, when you are ill with back pains.
Please avoid this GP, their negligence and poor morale is dangerous.
1) Doctors make unprofessional judgements on rare or complex conditions; where light reading and listening to the patients with lived experience and advice from specialists would increase their knowledge and confidence.
2)They stalled a surgery of mine by refusing to communicate with the hospital for about 18 months.
3) They refused to monitor and treat several severe autoimmune attacks.
4) Put me at considerable risk by refusing to respond to the government's request for medical information to confirm clinical vulnerability.
5) Refused to record my concerns regarding a life-risking condition. Warned I felt it was going to flare up. Once it flared up refused to provide any help resulting in significant weight loss. Only recorded my condition once the hospital began making a care plan without them.
6) Urgent referral was put through, instead of the usual 2-18 weeks, I waited 3 years+, during this time the GP never checked in on my crisis situation. [see point 8]
7) During the pandemic their doors were closed, their phoneline was broken, they ignored hand-delivered letters, and chose to stop reading emails as they got 'too many' while knowing it was the only way patients could reach them during a global crisis!
8) I had to change GP as it was clear they weren't going to give any support for my health crisis, life-risking condition, urgent referral or the pandemic.
9) I have medical trauma which I disclosed and requested reasonable adjustments for in utilising medical help. This was when they began refusing to carry out any care.
Suggestions: Communication training would help fill a lot of the gaps, they don't need to know everything, they need to know their limitations and how to seek information from their peers, specialists and their patients. Also training on medical trauma, LGBT+ friendly care, implicit racial and gender bias, health crises, and long-term conditions.
Brilliant, can get appointments. I went yesterday saw the doctor in person, doctor listens to me.
They're not very good, they don't see people face to face. They do a lot over the telephone. Needed to see people face to face to be able to gauge how someone is feeling so they can talk to you about other things.
GP is useless because we can’t see him even after months.
Tried to register with the GP for temporary registration at least 4 different times over few months each time they claimed they had lost the registration form
I left the practice because they were so hard to communicate with. I got used to them regularly failing to act on email prescription requests, and would typically have to go in person to the surgery to sort things out. I did get an appointment with a Physician Associate about my eczema. She told me the Dermatology Department had long waiting lists so she would just seek advice from them and with luck they might want to se me. I asked around and found other dermatology departments had much shorter waiting lists and phoned to ask if I could be referred there instead. The switchboard staff said they would pass teh message on to the secretaries. I phoned each day that week - no information. I had such serious symptoms that I phoned 111 and got a telephone appointment with Wake Green. I checked with the receptionist after several hours had elapsed as to whether a call was booked - yes it was. And they advised me to raise the issue of a referreal to another hospital with the GP. When he did phone, he dealt with my original concern by advising me to book blood tests with the nurse. Concerning a referral elsewhere he was adamant that I should stick with UHB as a request for advice had already been sent; we might as well wait and see what they had to say, and could deal with it when I gotmy blood results; a referral would take 2 weeks in any case. I was so angry that he was so indifferent to finding me an appointment where I would be seen quickly that I decided to change practices. Over a week later, I got a notification dated 31 May (5 days/3 working days after this phone consultation) that I had been referred to the dermatology department that I had requested. If Wake Green only had the means to communicate with me when I tried to communicate with them things might have gone a lot better. As it is, I've moved to a practice which does keep in touch with me, which actualy seems to care that I should have good and timely care. People do get used to poor service, and I certainly had.
They are very dismissive and not interested in listing and resolving your issues.
During Covid impossible to get a phone appointment. It has improved now.
I don’t have any complains but they are not offering any face to face appointments. They are only offering only telephone appointments.
Automatic check in screen was not working, however nurse was very good and helpful.
GPs have gone into their bunkers and are not available for face-to-face consultation.
The telephone system is not fit for purpose, hold on for 35 mins and get cut off.
The appointment scheme is by phone everyday at 08.30. If we ring at exactly 8.30am there is always a message saying you are 5th, 10th or even 15th in the queue! the other day I was 15th in the queue and I waited at first patiently, then getting annoyed when after half an hour I was still only halfway to being answered. After another half an hour I was at last 1st in the queue, but then the line cleared down and cut off!. Can you imagine how I felt? I did ring again only to get the message, "There is a queue, you are 15th in the queue......" They need to sort this out, its been like this for ages and they just say they are aware of the problem with the phone system.
Individually the doctors are good but the management of the service is poor. Through them, I had my first Pfizer vaccination 14 Jan. By day 83 I'd heard nothing about a second vaccination date so rang them. They said someone would ring back that afternoon but nobody did so I rang next day only to be told they had no vaccination appointments for second dose, didn't know when they would have any and didn't know where I could get one. I tried the CCG and got the same response. NHS England could only book Astra Zeneca appointments. In desperation, I e-mailed the QE who immediately got back to me and gave me an appointment for the following Monday. If I had not thought to do this I would remain without a second dose. I wonder how many others are in the same situation. Surely my GP surgery should have known where to direct me for this second vaccination?
Generally very good when you can get through or manage to book an appointment. Recurring medication orders are an issue as they do not turn up at the pharmacy without chasing.
Excellent from start to finish. Now had both of my vaccinations. Efficiently organised by Wake Green Surgery.
When you actually get to speak to a nurse or doctor the service provided is good but it's practically impossible to get an appointment. The phone has a queuing system and you can easily hold for 45 minutes only to have the call cut off when you finally get down to 'caller number 1'. It's so frustrating and we are seriously considering following the many others who have left the practice.
I have had good contact and service from this practice - particularly efficient re contacting me about covid jab.
The doctors are good when you get to see them . The admin is not good
Few competent doctors, very difficult to get appointments, no one answers calls, I live 5 min away and have to go to the surgery to ensure I can speak to someone as no one answers the calls, I have been on phones waiting for at least 40 min. Not fair. Also Very poor information, test results need to be chased, need to chase constantly, I hope I don't get ill as I don't trust they will help me.
Poor service. No face to face appointments.
Good : family GP that we have known for many years : very reliable
Joined up thinking is missing. Communication is poor regarding medication and the reasons for why not all medication can be on repeat prescription. Frustrating and time consuming. Most of the staff are helpful on an individual basis. Not the GP who refused to agree to sign a form so a patient with Dementia could receive a benefit, with no explanation why.
I called my surgery for a face to face appointment with my GP. The receptionist said they can only give me a telephone appointment and if I need a face to face appointment I should do self-referral to ROH. The surgery needs to understand that there are certain things that can’t be discussed on phone. I am 80 years old and not good with the latest technology.
Have been with this practice for nearly 30 years and it used to be good, but recently - crikey! They let me turn up twice for an 8.15 appointment without bothering to cancel to let me know of staff sickness, and in fact had even sent confirmatory texts. If they can text to remind you of an appointment, would it be so hard to text to say it's cancelled?
This is more than just incompetence, it's positively rude, and no way to treat patients. The final time when I left, in a huff, one of the receptioniists called out 'Byeeeee''
Are doing it deliberately, running the practice down because they are downsizing and selling the big house on Wake Green Road?
Phone always engaged - no appointments
No online appts
Sent away with injuries from fall - only deal with one - not both injuries
Doctor exploded when asked about 2 issues - but in the same area. When asked about a prescribed cream for the problem the doctor snapped that I could buy over the counter. I only had 2 issues because it takes over 2 hours to get through on the phone and then weeks and weeks before you get an appointment.
I would agree with many of the comments on this site. If you can get to see a clinician, the service is very good, however, attempting to access the service is diabolical. Recently, I spent 3 days trying to get through to book an appointment I had received a reminder for. I rang at various times of the day (avoiding early mornings) only to be consistently robotically informed that I was '7th in the queue'. I hung on the phone for over half an hour on 2 occasions, but had to hang up as I work full time and could not hold forever. When I eventually did get through on the third occasion after 40 minutes, I was told they had no appointments to offer anyway! Given this, I am not surprised that the take up of certain screening tests is decreasing as there is no capacity generated even when inviting patients to appointments. I have also experienced the complete lack of confidentiality displayed by some of the reception staff. What amazes me is that, despite access issues being continually raised to this surgery that they appear to have done absolutely nothing about it. If it is necessary to wait such an enormous amount of time to get through, why do they not get more people on the phones??? Although it is possible to get an appointment on the day, this entails you calling at 8:29 and hanging on the phone - I have twice been given the 'only' available appointment at 08:50, so even this is a lottery. Such a shame as the clinical staff are generally good but they are severely let down by their support services and technology.
My husband has a mental health care plan from zinnia centre, and it states ‘please prescribe any medication not prescribed by the zinnia centre’, but the GP refuses to prescribe essential mental health medication. As a result, I here had to queue two hours at zinnia to get essential medication as we can’t afford to run out. I don’t know what’s going to happen next time when we need this medication. It’s stressful.
We have family history of Crohns syndrome and my son had symptoms so we asked numerous times to get him referred to specialist, doctor refused. About one year later I called doctor to visit at home as my son was so ill he could not move. Doctor called ambulance straight away and son was taken to hospital and diagnosed with Crohns syndrome. Untreated Crohns can develop into cancer so this was a concern for us. Took my daughter to GP as she had urine infection symptoms. GP gave antibiotics without checking the urine samples I asked GP to check the urine sample but GP just said he doesn’t need to as he can see she has a an infection because my daughter has special needs and lots of other symptoms. I wanted him to check her urine sample but doctor refused. They are too lazy and arrogant to not check samples to be certain
The service itself is very good, it’s just so hard to get a timely appointment!
Thank you for your feedback regarding appointments, we are trying to release appointments on the day, up to two days ahead and up to 3 weeks ahead. I will pass your comments back to the partners.
Good Surgery
Thank you for the positive feedback I will share this with the team