Reviews
Recommend
Involvement
Cleanliness
Staff
Appointment
Desborough Surgery
2022-11-22
Person
0
5
0
22nd November 2022
I have repeatedly tried to get an appointed over the last few months with no success.
Today I waited on the phone for 45 minutes to talk to a receptionist, who refused to let me book an appointment by phone or in appointment with a nurse. I have a medical issue which I need to discuss and appear to have no way what-so- ever of achieving this.
I have been a patient of this surgery for over 40 years and their customer care is despicable, disrespectful and boarding on the downright dangerous.
Suggested improvements
Allowed me to book an appointment with a medical professional who has access to my records as requested.
19th December 2023
Response from Desborough Surgery
Dear patient I am sorry that you have had difficulties booking an appointment with one of our clinicians. Unfortunately the demand for appointments is outnumbering our capacity. However, we are constantly trying to improve the efficiency of our booking process. We recently set up an online triage system which allows patients to submit their quires without requiring an appointment. This has eased the pressure on our day to day demands so I do hope you are now able to book an appointment more efficiently. If you are still having issues with our booking system, please feel free to contact me directly at the practice. Kind regards Alan Dunham Practice Manager
Desborough Surgery
2022-09-15
Person
0
5
0
15th September 2022
Terrible!
I feel for people that need urgent help and have to use this surgery. Well, try to use this surgery.
We have tried many times to get an appointment but they consistently push back and show no real concern or care.
Very disappointing.
Suggested improvements
Show that you care and don't keep pushing people away!
People call and want to see you because they need your help.
19th December 2023
Response from Desborough Surgery
Dear patient I am very sorry that you feel our staff lack empathy and compassion. We use all feedback to improve our services. Please can I ask you to provide me with more details on your experience by contacting me directly at Desborough Surgery. Kind regards Alan Dunham Practice Manager
Desborough Surgery
2022-07-05
Person
1
5
0
5th July 2022
Spoke to out of hours surgery last night who diagnosed mild Serotonin Syndrome and stressed importance of being seen by my GP today. Notes from out of hours service had not reached office yet and had to argue with receptionist for an appointment today. How can a linked physician say important to be seen while receptionist seems as not valid?!
Suggested improvements
More polite receptionists
19th December 2023
Response from Desborough Surgery
Dear patient I am sorry for the issues you have encountered. Demand for our appointments is currently high hence the management instructions to the reception is to use consultations with GPs more appropriately. We have a number of patients that manipulate the system by claiming they have called 111 to gain an appointment when they haven't. Therefore our reception team are only allowed to book a 111 slot once we have received the report. In your case, if we had not received the report from our of hours then this is a matter that you need to take up with them. Please feel free to contact me at the surgery if you would like to discuss this matter further. Kind regards Alan Dunham Practice Manager
Desborough Surgery
2022-05-18
Person
1
5
0
18th May 2022
My wife spent 20 mins on the phone yesterday to make an appointment only to be told there are none available (told reception of issue that blood pressure has been 200+). So I personally rang myself today after 30 mins to be told there are none available. I expressed my concerns for my wife but still nothing. I asked if I could make an advance booking appointment but said nothing for a month.
Suggested improvements
Identified that this is a concern and gave a appointment
19th December 2023
Response from Desborough Surgery
Dear Sir Thank you for your feedback. We strive to provide a balance of on the day and advanced appointments. We are governed by NHS safety protocols, which limits the number of patients a clinician can see each day. Therefore when we reach capacity, urgent matters are signposted to the alternative services. If you would like to discuss this matter further, please do not hesitate to contact me at Desborough Surgery. Kind regards Alan Dunham Practice Manager
Desborough Surgery
2022-04-26
Person
0
5
0
26th April 2022
Never can get an appointment one lady at the reception never gives an appointment always refuses to see me or my partner or my children . The worst surgery I have came across.
Suggested improvements
Close and give space to something useful
19th December 2023
Response from Desborough Surgery
Dear patient I am sorry that you feel this way about our service. We found the demand extremely high at that period of time following the pandemic. We clinicians are dealing with the backlog. However, we continue to attempt to provide a more efficient booking system for all our patients. Please feel free to contact me at the practice to discuss various options that are available to you for accessing clinical support. Kind regards Alan Dunham Practice Manager
Resources
Short link to review Desborough Surgery: http://iwgc.net/eb98f