Desborough Surgery

65 Desborough Avenue, High Wycombe, Buckinghamshire, HP11 2SD 33 reviews

Reviews

Recommend
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4th March 2024


We are a family of four, dealing with the surgey reception is ok very polite. I spent 14 months and a number of test when all I wanted was a referral for private health specialist for back pain. (When obtained dignosed and treated in 2 weeks) Our family have always struggled to get appointments with the need to complain to get to speak to a doctor. Continuously 3 years. My Wife registered with myself and two kids 06/21, 12 month later when needed an appointment was told your not registered to my wife. Eventually got to see a Doctor after being told they corrected the records. 18 months later she then calls again to be told she is not registered with the surgery. Not a place to trust your health or your family's. The NHS has shortages I accept, we are moving as to rely on a receptionist to decide your fait is not acceptable

Suggested improvements
My Family very rarely use the surgery but the 4 times we have (family 4) have tried to use them we have been let down. We came from a busier surgery that did not rely on receptionists to reduce doctors workload, not their fault maybe they are targeted.

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19th February 2024


Writing on behalf of my Mum: My mother recently came in for an appointment and she had a terrible experience. She had initially booked the appointment for another issue, however the day before the apppointment she was extremely ill (sudden vomiting, dizziness). During the appointment she mentioned these symptoms and without any further inspection the doctor conluded that she had vertigo, with no referral to an ENT specialist. She told my mother to take the week off work, however refused to give her a sick note (later, the receptionist mentioned that her workplace would deal with information regarding her leave of absence). My mother then tried telling her about the original reason for her booking her appointment (other separate symptoms), however she refused saying that this appointment is only for the current symptoms. We have previously had great experiences from this GP, and have been registered for the past 25 years. However this experience was quite disappointing.

Suggested improvements
Please train your doctors to show kind, friendly, and empathic behaviour. Bedside manner is so important in order to make the patient feel comfortable, and my mother felt anything but that.

23rd February 2024
Response from Desborough Surgery

Dear patient I am sorry to hear that your mum was not satisfied with the outcome of her recent appointment. However, I must confirm it is our policy that the doctors can only deal with one problem per appointment. This is to ensure they are not rushed and have sufficient time to examine the patient. For the future reference, please book double appointment if you need to discuss two separate health issues. Kind regards Alan Dunham Practice Manager

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12th December 2023


Having been told by NHS 111 to contact the surgery (11/12/23) for an emergency appointment receptionist told me earliest appointment would be in January 2024. I reiterated the urgency of the request and was completely dismissed by receptionist again. What a farce , this type of service is unacceptable , dangerous and potentially life threatening.

Suggested improvements
Provide a proper professional service

19th December 2023
Response from Desborough Surgery

Dear patient Thank you for your feedback and I am sorry this was your experience. We have recently set up an online triage service where all queries are reviewed within 3 days. The receptionist should have signed posted you to this service or offered to fill in the online questions for you. To aid training of our staff please could you contact me at the surgery to provide further details on this matter. Kind regards Alan Dunham Practice Manager

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9th October 2023


I called at dead on 0830 and was no. 1 in the call queue, after about 30 seconds, I heard the phone get picked up and then immediately hung up. I called back as quickly as I can and ended up 10th. After waiting for my second chance, I got trough and the earliest appointment was 2 hours later than I would have had which completely offset my morning. When I brought this concern up with the lady on the phone, she was incredibly rude.

Suggested improvements
Get better call staff.

19th December 2023
Response from Desborough Surgery

Dear patient I am sorry that you have had difficulty with contacting the practice via telephone. We have experienced some technical issues with the telephones. With regards to the conduct of the receptionist please could you contact me directly at the practice so I can gather more information and deal with the matter accordingly. Kind regards Alan Dunham Practice Manager

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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

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Resources

Short link to review Desborough Surgery: http://iwgc.net/eb98f