72 Yorktown Road, Sandhurst, Berkshire, GU47 9BT
Also known as: Owlsmoor, 1 Cambridge Road, Sandhurst
Twice while booking my husband an appointment , the staff have been rude , first time after trying to get through all day, they said he had to come and do himself at surgery, so he did after work , the manager did not get back to me and when she did was just as rude , said maybe my husband would like to change surgery, why should he as happy with the doctors, 2nd time went in to make him an appointment cause he was at work, they said cannot just walk in we have to ring , the lady rolled her eyes 3 times put her hand up and walked off , left a few calls but the manager said as i was not patient and our phone not registered as a patients, (my Husband is) she did not need to get back to me , i asked to go above her and she gave me a phone number that is just an answering machine , the manager spoke very down to me and had the odd laugh, i asked for cctv or recording of phone call , but no on both, Told me patients have to make their own appointments , never heard of this ever
Although difficult to get an appointment, 9 attempts to get through on the phone and 18 minutes on hold before anyone answered. As always appointments were limited. When reception did answer, they were very helpful and accommodating. I did also end up popping into the surgery and was treated to fabulous customer service!
Our apologies that you find it very difficult to get an appointment as with all of Primary Care we are struggling to recruit GPs at this moment in time but we now have an Advanced Nurse Practitioner whop can see patients with Minor illness, a Paramedic to carry out our Home visits & 2 x pharmacists who can handle all medication queries. We also have e-consult which is the online portal accessed through our website. You can then ask any question on-line, medical or admin, and get an answer in 2 working days. We are also in the progress of updating our phone system to a cloud queuing system and having all phones answered by any reception desk giving more man power when we are short. thank you for your patience SGP
Excellent service recently by both Dr and reception, I had to wait for further appointment as the receptionist was really busy, however I was greeted with a smile and given test results and advised to make an appointment with my GP who then arranged letter for x ray, all done quickly, further call next day from duty doctor with those results and prescription sent electrically to Tesco chemist, after checking I could get there to collect it. All this was one the evening of Easter Thursday. Thank you to one and all. Dawn Jubb
I just wanted to say that all of you patients leaving harsh reviews about the Reception Staff are some of the most unkind and unsympathetic people I have ever come across. I am a frequent visitor to the Sandhurst Practice and I have always been met with a smile no matter how rushed the staff have been. If any of you have had long waiting time for your call to be answered it is because the staff were busy. I have never ever seen any of them just standing around doing nothing. I'm sure that the Reception Staff would appreciate having more help but they are doing all they can with the level of staff they have and I think they are doing great. I actually just got off the phone with a lady, I wish I had taken her name,I told her that I wanted to ask a couple of questions. She immediately said "okay, sure" in the most helpful way. Honestly all you skeptical patients out there if you ring up feeling ill and stressed you may just be overly sensitive and reading into a situation some negatively that really isn't there. As to you waiting on the phone for long periods. Just ring back. Anybody who rings a 8 on a Monday morning would have a overly long wait at any surgery. Overall I believe you should all cut these people some slack. And maybe the next time you greet one of the Reception Staff put a smile on Your face and be kind to them. You may be one of the only ones to do so that day...
thank you so much for your encouraging words. Our reception team do take the brunt of complaints and to hear such encouraging words is always a boost.
Receptionists really unhelpful - that is when you can actually finally get through!