Desborough Surgery

65 Desborough Avenue, High Wycombe, Buckinghamshire, HP11 2SD 1 2 3 4 5 14 reviews

Average ratings

Recommend
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5

Reviews

Showing reviews for the last 12 months, Show all reviews
 
1 2 3 4 5
Written by a carer
7th September 2020


Where do I begin so my father wanted to register with this gp since he’s moved to a different address and because he wasn’t register for 3 years with the previous one. He unfortunately then got diagnosed suddenly with kidney stones one evening and got taken to hospital for treatments And needed after to register with a new gp to keep the process of his operation and consultation to continue. I respect its a hard time at the moment etc with everything COVID related but He didn’t receive any help on how to acquire this nhs number to complete his registration what so ever from the receptionist. He just kept being sent back without any direction so I ended up calling 111 nhs direct which sorted this problem. So now that he had this number he went back to provide all the forms needed to register and for some reason still something wasn’t efficient enough for them and they started asking him why are you changing gp’s and why are you here and why do you want to register here. How was he not directed properly with advice and care and helped with registration to speed this process. He rightly so became frustrated and fed up and I don’t blame him so i advised him to not to register with this gp because clearly you don’t want to help and you don’t want him to join. All this whilst he is still suffering from a kidney stone and in need of something to be done to treat him.


Actually tried to help

16th September 2020
Response from Desborough Surgery

Dear Sir or Madam, Thank you for your feedback and sorry that you have cause to write a complaint. Unfortunately we are unable to register any patients on a permanent basis without an NHS number. To my knowledge this would be the same requirement at any other Practice in Bucks. Once your father was able to provide his NHS number and the required documentation, then we were happy to register him as a patients. However to ensure that the patient receives a good quality level of care and so both parties are aware of each others expectations, all patients moving from another local Practice are invited in to have a pre-registration interview. This, I hope explains the inquisitive questions from our reception staff. Please inform your father that if he would like to discuss the matter further then contact me at Desborough Surgery. I wish your father well and hope he has now had his condition seen to. He is by all means more than welcome to register with us should he still wish to do so. Kind regards Alan Dunham Practice Manager

Experience
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5
1 2 3 4 5
Written by a patient
11th June 2020


Very rude and unhelpful receptionist staff, who always brush you off when you call, there is never any appointment available and when you are finally able to explain the urgency of your problem there is suddenly an appointment. When I actually did manage to see a doctor they were caring and kind. I have also found the midwife very unhelpful, up to being 26wks pregnant I have never seen her I always call to chase her for appointments, scans etc, I have not received any antenatal care even though I was having complications earlier on in my pregnancy and I am also at right of high B/p and diabetes. The final straw for me is when she 1. address me by a different name 2. Booked an appointment with me 3 weeks in advance as she had never met me but when I arrived at the appointment she called me on the phone and told me that she wasn't seeing anyone. 3. She booked a fellow up Appointment with me 8wks later and did not call when i called there was no answer. 4. I lost all confidence in her and in the surgery that adequate care could be provided to me or my unborn child. It became frustrating and stressful rather than anything else So I will be changing my GP else where. I would not recommend this practice

14th July 2020
Response from Desborough Surgery

Dear Patient Thank you for your feedback regarding our reception staff at Desborough Surgery and sorry that you feel you have had a bad experience. I will also pass on your comments to the midwife. If you would like to write to me at Desborough Surgery with further details of your complaint, then I will be able to carry out a full investigation. I look forward to hearing from you. Regards Alan Dunham Practice Manager

Recommend
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5
1 2 3 4 5
Written by a patient
4th March 2020


My experience about desborough surgery was very bad because i need to verify my TFL Report and when i go to surgery the staff behaviour was very rude on reception .

14th July 2020
Response from Desborough Surgery

Dear Patient I am sorry that you feel our reception staff were rude to you. I can assure you that they did not mean to come across these way. I hope they were able to deal with your request. If you would like to discuss this matter further then please do not hesitate to contact me at the surgery. Kind regards Alan Dunham Practice Manager

Recommend
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5
1 2 3 4 5
Written by a patient
2nd March 2020


The reception staff are so incredibly rude. They don't even take into consideration when speaking to people that we are calling for a reason and for a purpose not for the fun of it. So when we call hear us out rather then speak over the person that is trying to explain the reason for the call. The other person could be struggling with anxiety or anything else and then having to speak to an incredibly rude receptionist can make that person feel a whole lot worse. It is so hard to get an appointment or book a blood test. You start calling at 8.30 am and your being told that they can't fit you in for a blood test even though the doctor told you that you need to have it on a specific date. The receptionists need to be taught to be more considerate of the other individuals needs and emotions. Maybe if you spoke in a nicer more respectful way or offered alternatives it would make the other person feel better. Just to add this isn't a recent observation, it has been observed in the last couple of months that the behavior and attitude isn't acceptable.

14th July 2020
Response from Desborough Surgery

Dear Patient Thank you for your comments and I am sorry that you felt our reception staff were rude. With regards to the availability of appointments, we have looked into various procedures and protocols and feel the system we have in place is the most efficient way to cater for the needs of our patients. I will pass your feedback on to the team, but if you would like to discuss anything further then please contact me at Desborough Surgery. Kind regards Alan Dunham Practice Manager

Recommend
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5


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