Portway Surgery

Written by a carer

These stars do not reflect in any way the level of service provided by this practice There appears to be little understanding of patients physical and emotional limitations The doctors do not appear to take cognisance of specialist advice and directions I am concerned that many NICE guidelines are being ignored My family have experienced breaches of confidentiality Its impossible for my family members to access an adequate level of care due to petty rules and regulations that are discriminatory in nature Constructive criticism is that this practice requires investigating by the health board in relation to the inadequate service provision

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Written by a patient

I phoned in accordance with the extensive rules detailed on the phone message which plays as soon as you phone their number . It was a Thursday and the doctor who dealt with my requirement was not in work and I was requested to phone back the next day ( waiting for my call to be answered took 20 minutes waiting on hold ) .I phoned back the next day in accordance with the instructions and waited 28 minutes on hold . The person answered my phone said that they were going on dinner and I had to phone back at 2pm. I explained that I had been waiting a long time and that this was the second time I had been fobbed off. The receptionist then assumed a surly tone and patronisingly stated that it wasn’t her problem . I then informed that it was unacceptable and was told “what do you expect me to do about it” ..... the practice has no way to contact them directly by email to address this issue and frankly lack the necessary infastructure to service their all new surgery . There are significant shortcomings in the people skills of their receptionists ... if you have a medical problem other than a run of the mill everyday occurrences I would avoid until there is a ‘ground up’ improvement in their customer service .

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Written by a patient

It is best practice for doctors to discuss with the patient their medication before making a change. However in the eighteen months that I have been with Portway my prescription has been changed twice without my input. Three items have been cancelled and one changed, even though two are prescribed by a consultant. I do have a little medical knowledge having been a theatre sister for twenty eight years and then a senior manager and occasional advisor to the Welsh Assembly. I sincerely hope that Portway will improve its service and procedures in their new building.

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Written by a patient

I telephoned Portway Surgery to enquire why my antibiotics to treat UTI and on going kidney stones were left off my prescription and I as told that doctor refused to authorise them at this time unless I was seen by him. I use a wheelchair at all times, I have no transport . I was asked to make an appointment for a doctor to make a home visit to discuss my prescription and the reasons why my antibiotics were left off my prescription at this time. My consultant at the Princess Of Wales was the doctor who put me on antibiotics initially so I fail to see how doctors at Portway Surgery can take it upon themselves to take me off antibiotics without consultation with my consultant first . I am loathed to call the doctor out just to discuss my prescription but, as I am unable to get to Portway surgery I will discuss the matter with my consultant as I am waiting on possible kidney stone surgery in the very near future.

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Written by a patient

Absolutely impossible to get an appointment by email, phone or in person. How was it that Dr. Eales practice was able to offer an emergency appointment within hours and a general appointment within 48 hours. All appointments were made by phone or in person with the aid of very helpful and pleasant staff. Since transferring to Portway I have tried just twice for an appointment. Each time over six weeks before having to give up and go to hospital resulting in pain relief injections and the second occasion, an operation. Perhaps lessons should be learnt from Dr. Eales practice so that the residents of this small town could have the medical care they deserve.

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