Loddon Vale Practice

I had major surgery and was worried about a blood clot due to some symptoms I was experiencing at home. It was still office hours albeit be late in the day and the doctor on call basically said he didn’t want to get sued by advising me! Unbelievable! He actually said that! To actually say that out loud to a patient is obscene. It is nearly impossible to get an appointment unless you’re standing right in front of the receptionist and then you must play the game. All but one receptionist I’ve ever dealt with is incredibly rude, abrupt, and totally uncaring. They are proper gatekeepers with no compassion. I sympathise that surgeries up and down the country are stretched beyond any reasonable limits and they put up with a lot. But if I’m not being rude to you, there’s no reason for you to be rude and dismissive to me. You don’t know the first thing about medical care in the first place so don’t act like you know what you’re doing. Triaging appointments is necessary so let me speak to a nurse with my symptoms and what’s wrong, not the receptionist who doesn’t know anything. Also about a year ago, I had a very serious eye infection and the receptionist said that all I needed to do was go to the pharmacy and speak to the pharmacist.. She utterly refused to set me up with an appointment even though I gave her extensive details about the condition of my eye which was dire. That was completely the wrong advice because I needed a strong antibiotic to treat the eye infection. Again the receptionists are awful and they don’t know what they’re talking about.

Even though I’m in excruciating pain and a Doctor made a mistake with my referral I was refused access to any help. The receptionist was not helpful even though there were other Doctors who could have helped I was unable to get an appointment. Absolutely appalling service!

I had a consultation with a private GP through my workplace, who then referred me to my NHS GP and specifically requested a face-to-face appointment for me. When I called my GP surgery to arrange this, I was told I needed to wait until my GP contacted me. I waited nearly a month without any communication, so I followed up, only to be told that the GP had reviewed my case and marked it as “no action required” – without even speaking to me. Given my condition, it may not be classed as “urgent,” but it is definitely serious, and I was dismissed without any proper assessment. When I insisted on being seen, I was finally given an appointment – but only in another month’s time. The lack of respect and concern for patients is extremely disappointing. The receptionist I spoke to was also very rude and dismissive, making me feel like my health concerns did not matter at all. Overall, I feel let down and unheard.

Receptionist Victoria is extremely rude, talks to people like they’re children and has an air of self importance that is unbearable! Exactly what you’d expect from a doctors receptionist!

I don't find the reception team particularly helpful when trying to make an appointment. They question your reasons for needing an appt, and make you feel that it is an inconvenience. I don't feel valued as a patient.

They cannot deal with complex medical care where conditions interact. Their understanding of mental health is very very poor. That’s doctors and all staff. They only allow you to see your registered GP and all attempts to see another GP are thwarted and appointments are cancelled with no justification or explanation. Even when you have taken the time to explain why your registered GP is not suitable for your medical conditions. This is not being efficient for the patient.

Receptionist that I spoke to was very rude when I ring to book an appointment for blood test results. She is not at all helpful. No instructions about phone line not working. I have been on the phone for an hour 8-9am and she says everyone who Rang got an appointment,when I ask why didn't I get,she has no proper answer. As far as I am aware there is an option of nurse/doctor ringing back to discuss if they have Time but here this lady doesn't even ready to provide that option unless I ask her,even then she says she will try. This particular receptionist service was not at all helpful.

Refused to see my daughter when she was ill because she was not registered there, it says on the NHS website that she could go to any surgery as a guest. But they said she would have to go to a walk in centre that was a 40min bus ride away. I am very disappointed with them.

The Loddon Vale Practice is large and busy, employing numerous GP's. It serves a large community and is, consequently, always under pressure. Routine GP appointment waiting times are very long and can take weeks. That said, emergency appointments are available on the day and children are seen without delay. The GP's, on the whole, are very professional, but as with any profession some are better than others. The automated check-in system works well and waiting times not significant. Patients are offered appointments with named GP's but unless you're prepared to wait forever you're unlikely to see the same GP twice. This is compounded by what appears to be a high turnover of doctors. The reception staff must have received customer service training recently as the service (and attitude) at the front desk is much improved lately. The practice has a minor surgeries unit (waiting times are endless) and a full range of nursing services - all of which are excellent. In particular, the annual flu jab provision is a logistical triumph! In summary, the practice is well managed, well organised and offers a full range of services delivered by highly professional staff. However, due to very high demand, accessing services is difficult and takes unacceptably long times.

Getting an appointment is a nightmare, as a result of too many houses in the local area and not enough GP's. Can be a month before I see a GP on a routine (non emergency) mattter. Some of the GP's at the practice do not seem to listen or care. I have found a wonderful kind caring GP at this practice though, which is the only reason why I stay at the practice