Reviews
Recommend
Involvement
Cleanliness
Staff
Appointment
The Glebe Surgery
2023-10-03
Person
3
5
0
3rd October 2023
I spent 45mins in a telephone queue on the first attempt to book my recent appointment. 20mins on the second attempt and on the 3rd and final attempt it took 30mins to get from caller number 16 to down to number 6. It was at this point that I gave up and fudged an online test results request form. This situation is fine for those that sit at home doing nothing all day, but is not helpful to people who are at work. I thought as did many others, that the spending of millions of tax payers money on the building of the new surgery would improve patient services, so why is there only one receptionist on duty to answer the phones at any one time?
Suggested improvements
See above
5th October 2023
Response from The Glebe Surgery
Thank you for your feedback, and I am sorry you have experienced these problems. The reception team work extremely hard to answer patient queries as quickly, compassionately and safely as possible, and we are really sorry that your experience has not matched what we hope to provide. We never purposely schedule to have only one person answer the phones, although sometimes there are emergencies or short notice staff sickness that mean we can't always have a full complement of staff available. In these instances, everyone available will do their best to make sure the patients don't have to experience a drop in service, although unfortunately, that can be unavoidable. We know there are currently long waits to get through to us on the phone, and that patients are being cut off. It is a long-standing issue that we have tried to resolve with our current phone company but they have been unable to locate the problem. We will be moving to a new phone system by the end of the year that should give all our patients a better experience. We have also reintroduced the consult service for patients who do not need to speak to a receptionist to use it. As this site is anonymous feedback we cannot look into specific issues based on the information we get. If you would like to discuss this further please could you complete the form on our website so that we have your details and can contact you about this. https://glebesurgerystorrington.nhs.uk/contact-us/
The Glebe Surgery
2023-10-03
Person
5
5
0
3rd October 2023
Booked appointment with the nurse for a change of dressing after knee surgery the week prior.
Easy booking and day and time was suitable.
Suggested improvements
Nothing really
The Glebe Surgery
2023-10-03
Person
5
5
0
3rd October 2023
I had an urgent problem last week after visiting my Dentist and the receptionist arranged an appointment within an hour to see my GP. She was so very helpful and immediately sorted a letter to send to Aviva, which was sent that afternoon. I saw an Oral Surgeon last night and the result was very good and said amongst other things that I have thrush. I rang the surgery this morning with no queue, unfortunately my GP not in so was told somebody would call me this morning to discuss the medication the surgeon had recommended. Within half an hour Gp rang me and agreed to arrange a prescription to collect later for the Thrush which has developed. Brilliant service. Thank you. x
Suggested improvements
Have my lovely GP there ever day.
The Glebe Surgery
2023-10-01
Person
5
5
0
1st October 2023
I have always been treated very well by all the team: doctors, nurses, auxiliary staff and receptionists.
Suggested improvements
The only thing I think could be improved is the music on the phone whilst in the queue. I find the present music very annoying!
The Glebe Surgery
2023-10-01
Person
3
5
0
1st October 2023
Check on at the reception scree so had no contact with the Receptionist
Quite often there is a long long telephone queue
Suggested improvements
Got another telephone receptionist
The Glebe Surgery was awarded the iWantGreatCare certificate of excellence in 2024 for delivering outstanding care.
Resources
Short link to review The Glebe Surgery: http://iwgc.net/ecckq