67 Oxenturn Road, Wye, Ashford, Kent, TN25 5AY
As someone who works in healthcare, your call back system makes it almost impossible for me to make arrangements to see a doctor at your practice. How am I to discuss my own medical condition when I receive a call from a GP whilst treating a patient myself? This has been a longstanding problem, which nobody seems to care about whenever I bring it up at the surgery....receptionists are unwilling/unable to help. Now we have a new repeat prescription service. I needed to order repeat script for items related to my 2 medical conditions.....they are not pharmaceuticals....’you need to have a consultation with a GP to get these added to your file,” was the response from the surgery. (It will be a dark day in hell by the time I ever get one of those! I can only take a call if I am at home, ill). Given they had all been listed on the old system I suggested that the surgery simply transfer all the details over to the new system.....after much negativity in this regard, I eventually got a voicemail saying my GP had added these items onto my file. Great, I thought! Now tonight when I go to order these essential items.....THEY ARE NOT LISTED! How this practice received glowing praise from CQC beggars belief!
I telephoned the surgery at about 8.40am on a Monday for an urgent appointment. I was promised a call back and this happened within 5 mins! I was then offered an appointment 65 mins later. One I attended the surgery, I logged in on the screen and the doctor came into the waiting room asking for me just as I had sat down. Excellent service! I was also able to make 2 other appointments there and then for a follow treatment and a flu jab.
Sadly I have to write a negactive review regarding my recent experience with the surgery.I was in an unusual situation whereupon I was asked to cover a colleagues illness then found myself in need of GP advice myself.As I work alone and in retail it has been difficult arranging a telephone callback as I might have a customer when the call comes so therefore could not discuss my problem or even answer the call.I did explain this to the receptionist who said she could not give me a specific time for a call back.I said I get home at 5pm could a GP phone me then or on a Wednesday afternoon when I would be home from 1.30.No was the reply and it was even suggested When I asked the receptionist what she would do that I should take a day off!!!I am sorry but I find this appalling even more so when I read on your website that a call could be made to 'suit you' obviously this was not the case for me!!! There must be other patients in a similar position as myself.I'm afraid my situation was made even more stressful than it needed to have been by this receptionist.I'm not asking for preferential treatment nor am I a difficult patient.I have been with Wye surgery for many years and this is the first time I have had the need to complain.
My wife recently attended the surgery and was directed to have a series of tests and examinations by Dr. Genika Lazz-Onyenobi. This Doctor was superb in her arranging these tests with speed and understanding of the urgency of the problem. Her general air and pleasant approach was much appreciated. Thank you.
I found the telephone consultation service difficult to access due to not being given a telephone appointment time and I didn’t want to wait several days for a routine face to face consultation. Therefore I used the new email consultation service. The consultation form was easy to access through the surgeries website and it was easy to complete. I received a response from the GP in a timely manner. It was much more convenient for me to use this system because it meant that if I could not access my phone for a period of time I would not miss the consultation. I could check the email at a time that was convenient for me. There was a minor problem with receiving the email however the administration staff resolved this issue in a prompt and timely manner. Overall the service I received was excellent and I would definitely recommend the email service to other patients.