janduplessis886/england-nhs-gp-reviews huggingface dataset:
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Overwhelmed Practice
Rating: 2 out of 5
Visited: September 2023
When Marlow Medical Group initially deployed the Klinik Access system, it appeared to work well (see earlier reviews on this page). As greater numbers joined the online-appointments-only revolution in the name of efficiency ...efficiency it would appear left by the back door.
When Klinik no longer works and there is no reply to an online appointment request, we are told a patient cannot then request an appointment on the phone. All patients continue to be funnelled into the seemingly-overwhelmed Klinik triaging hopper, with no reverse communication to the end user as to where in the system their request for a doctor's appointment might be or when they may be seen. Weeks can go by with no clue on either side as to what is happening.
Patients then perhaps issue another online appointment request, thinking their initial attempt got lost. Is Klinik handling repeat appointment requests, which is in turn contributing to its failure?

Unfailingly-polite but stressed receptionists do their best to stick to the official line, continuing to explain to patients that they are 'in' the Klinik system; unable even themselves to see where a patient might be in that 'queue', offering instead the rather vague '"our clinicians are currently making their way through our huge backlog of Klinik requests and yours will be seen to in turn". 
Similarly, a call to the surgery will reveal you are tenth in the queue to be confidently informed "but if there are over five callers ahead of you, we will call you back". No such thing happens.
Marlow Medical Group isn't going through a great time it would seem and managers need to sort this out. We all hope for a speedy return to the previously reasonably-functioning system where patients could get a doctor's appointment and not spend time writing negative reviews on the NHS website.
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Awful service
Rating: 1 out of 5
Visited: August 2023
I have requested for a ltc over the klink website, the surgery recommends to use, which is another appaling service. It's been more than a week since i requested for an appointment and yet to see a response. Now i cannot even order my repeat prescription. Calling the surgery does not yield much joy either, put on waiting for more than an hour, need to take sometime out of work to speak to someone about an appointment. Inspite of all this, go to the doctor, he hardly spends 2-3 mins with the patient. Wonder the doctors here are geniuses to diagnose a problem in 2-3 mins.
Sadly there are no surgeries in my vicinty to change, this is also the reason why the surgery is behaving as they are.
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Chaos
Rating: 1 out of 5
Visited: August 2023
The practice recently changed its computer system and provided some information to patients about the impact of these changes including requesting prescriptions and access to the Nhs App.
The process has been badly managed throughout with inaccurate information being posted on its website and the change process has made accessing services online using the Nhs app impossible which as a result has caused immense disruption to services. 
This is bad enough but the practice has taken no responsibility for the failure and instead is blaming the It company, a lack of resources and its patients who are understandably very upset. 
This omis the only practice serving Marlow and surrounding villages so there is no choice available. 
It now requires considerable help in understanding how to manage change and cmunicate effectively with patients.
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Poor service again!
Rating: 2 out of 5
Visited: June 2023
I called the surgery recently to book an appointment, a very efficient receptionist took me through a ‘form’ and told me I would receive a text within 48 hours offering me an appointment. 
Having not received the promised text I contacted the surgery, the status of my ‘form’ was checked, and it was confirmed that despite it being 12 days since my original call, it had yet to be processed, no one could be specific about when it might be delt with. 
I contacted the Patient Services Officer and was told “the current timescale to respond to routine requests is currently 2-3 weeks from date of receipt, with an appointment offered a further 1-2 weeks ahead”. No explanation as to why I was told 48 hours for a response. 
I fully understand the pressure on the surgery but don’t understand why patients can receive a text whenever the surgery is closed for staff training, but no one has thought to communicate that it now takes 2-3 weeks for a response to a request for an appointment and up to 5 weeks from request to an actual appointment.
This episode is typical of the service I have received from the admin team since moving to Marlow nearly 2 years ago.
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Virtually Impossible to Order a Repeat Prescription
Rating: 1 out of 5
Visited: June 2023
Cannot order my Repeat Prescription on Line because I cannot find my NHS Number
Cannot look up my NHS Number because the records at the Surgery have data that is incorrect
What is incorrect it does not say
Try phoning to be told we cannot take requests by phone
Do not live in Marlow, No Bus Service, so have to go to surgery to ask for a prescription so Pharmacy 2 U Cannot help either because I have to order through the Surgery System Which Will Not Work because I cannot access my NHS Number because the Surgery has the wrong data but does not say what that data clash is so I cannot correct because I do not know what to correct
Retail Pharmacy say that they no longer take requests for repeat medication
Catch-22 which only the Practice can correct?
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Excellent response and service
Rating: 5 out of 5
Visited: June 2023
My son is in the middle of his A levels and like many has experienced quite extreme hay-fever symptoms this summer. He began to experience problems with his breathing and was feeling very unwell which was affecting his ability to study, concentrate and sleep. An on-line request for a doctor's appointment was submitted at 1430, notification was received within 5 minutes and he was seen at 1630. He was treated in the surgery (nebuliser) and received a prescription to ensure he will be able to get through his exams without recurring symptoms. 
The service and level of care received from the practice and nurse was exceptional and is extremely appreciated.
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Brilliant Response
Rating: 5 out of 5
Visited: May 2023
I requested an appointment on Klinik. I was amazed when, within minutes, the surgery called me to advise that one was available in one hour. This was fantastic service for which I am most grateful.
GP surgery review: the-doctors-house,-marlow-medical-group
Title: terrible service
Rating: 1 out of 5
Visited: May 2023
I needed to book for a medical for my Heavy Goods licence  to be told its going to be £180 to fill out 2 A4 pages and put a stamp on it   daylight robbery

the attitude seems to be you want it you'll pay for it. 
it could all be done in a normal appointment more or less     All they seem to be worried about is the money. Not looking after there patents and i only wish there was another doctors surgery local because id be gone   

also nothing can be done other than 08.30 and 1800 mnonday to friday the hours im at work

my last surgery had 2 nights a week where they were there till 20.00 hrs and did saturday mornings till midday 

im very dissatisfied as a patent not only for my medical but also not being able to Make an appointment.   ive been told phone on the day     well thats ok if im at home on that day. but being im a truck driver i could be anywhere
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Unbelievable conversation
Rating: 2 out of 5
Visited: April 2023
Called results line, should have known there might be an issue because the call waiting kept saying “abuse will not be tolerated”. It seemed odd to me, I was trying to imagine why anyone would be abusive - no longer.

I am answered after twenty min wait, which is predictable in NHS as systems are created to dissuade all but the very unwell or tenacious. I persist and get answered. I ask about my ultrasound results, to be told the results are with the doctor. Well that’s great, what are the results ? 

The lady cannot tell me, she cannot tell me when I will hear anything either. In fact she goes as far to say that she cannot tell me anything in case she is wrong. This is the end of our modern world, right here and now. Just imagine, people so bound to some intangible fear that they are unable to commit anything at all. 

I am now actually less informed than I was before and more concerned, this call has actually made we less well than I was before making the call.

I did try valiantly for a few minutes to get her to understand my perspective. Which is this;
The Dr sends me for an ultrasound. I’m told the results will be available in 1week. I call up 9 days later to be told nothing. In fact she was unable to give me any type of timeframe. 

What floors me is not that things get delayed, that’s fair enough. It’s the fact that she was unable to provide me the concerned patient with any sort of guidance on a response. For me the results have entered a black hole, with no idea of when they may exit. 

If she had told me it will be another week, at least that’s actionable. But to be told she cannot say any idea at all ? What sort of process are they running ? The world revolves around timeframes and process, to be told there is no indication is shocking. What makes it somewhat worse is this is clearly a trend in the NHS because the clinician who did the scan was likewise unable to give me any indication of what he saw, even though he is an expert doing this all day long. 

So as a patient, I am now fearful that I may have some dreadful condition and yet I also don’t have any timeframe to expect to be informed. If this was a movie this would be a poor joke. 

As a patient this has made me concerned, angry, upset, frustrated and lacking any autonomy. I have been dehumanised by a bureaucracy that’s incapable of even giving me some guidance as to when I will receive an update. 

I used to work in the NHS and my experience was positive, nice caring people out to help others in the main. What went wrong ?
GP surgery review: the-doctors-house,-marlow-medical-group
Title: Great service
Rating: 3 out of 5
Visited: February 2023
A huge thank you to the practice for being quick to organise and report my results. The doctor went above and beyond and called me before surgery opened. Thank you
GP surgery review: the-simpson-centre
Title: Issues  with Reception Staff and Follow Ups
Rating: 1 out of 5
Visited: December 2022
I had felt marginally unwell for a couple of weeks (mainly, occasional imbalance).  On 13th November I booked the next ‘routine’ appointment online which was 6th December.  The consultation went well.  It was agreed I should have a blood test done.  I would receive a referral text and I should book a follow up appointment in two weeks’ time from the date of the consultation with Reception.  I can only endorse all of the negative comments already posted.  Firstly, having spent several minutes dismissively dealing with the patient in front of me, the Receptionist totally ignored me whilst she was engrossed in the computer screen in front of her whilst discussing something with a colleague who kept flitting in and out. – no ‘Sorry, I will be with you in a minute’ or ‘Sorry to have kept you waiting’.  During the lengthy time I was kept waiting I observed the Millbarn Receptionist – a totally professional and encouraging interaction with the patient.  
I explained the GP wanted me to book a follow up appointment in two weeks’ time.  The earliest the Receptionist deemed appropriate was 9th January …. and I am still waiting for the text referring me for a blood test.  No evidence in my online medical record other than to the blood pressure data I had supplied to the GP, as I had recorded my blood pressure daily over the 24 days I had waited for an appointment.  I don’t like saying this but I have had numerous years professional experience dealing with managing prestigious practices in the London area, but this is the worst I have come across.  The reception staff need mentoring, revised training, reassessment and if they don’t come up to scratch over a mutually agreed period of time, replacing.  Nothing to do with a large population chasing a few appointments.  All to do with efficiency and proper customer interaction.
GP surgery review: the-simpson-centre
Title: Exceptional practice.
Rating: 5 out of 5
Visited: August 2022
It is thanks to this remarkable practice that my husband is still alive although very ill.  They have never let us down at any time with appointments or telephone calls.  The staff and Doctors deserve medals for their care and professionalisam and without their care I believe that my husband would not be here now.  Thank you for all the care and kindness you are still giving him.
GP surgery review: the-simpson-centre
Title: Anonymus
Rating: 1 out of 5
Visited: July 2022
I requested an emergency prescription. However, the doctor released an empty one. When at the pharmacy, they called the receptionist at the Simpson Centre. The receptionist refused to send another copy of the prescription, arguing that they didn't send an online prescription. After a discussion, the receptionist argued that the pharmacist's tone was inappropriate and that she was going to hand down the phone.
GP surgery review: the-simpson-centre
Title: Ananomys
Rating: 1 out of 5
Visited: July 2022
I requested an emergency prescription. However, the doctor released an empty one. When at the pharmacy, they called the receptionist at the Simpson Centre. The receptionist refused to send another, arguing that they didn't send online prescriptions. So, after a discussion, the receptionist argued that the pharmacist's tone was inappropriate and that she would hand down the phone.
I had to change surgery and wait two weeks to get my medications.
GP surgery review: the-simpson-centre
Title: Not good at all.
Rating: 1 out of 5
Visited: June 2022
I have had all I can take from the receptionists. There appears to be a culture of defensive attitudes, and I know first hand they will lie to cover their backs. These reviews are very true. It’s nasty, I dread calling them. What concerns me most, is that nobody can be reading these reviews, because surely it would be dealt with appropriately…. Just not good enough. Duty of care from the receptionists is none existent, along with Dignity and Respect…. Again non existent.
GP surgery review: the-simpson-centre
Title: Rude, uncaring reception team with no empathy!
Rating: 1 out of 5
Visited: June 2022
I truly dread calling my GP surgery. How is that right when they are there to care for and help our community? Every time I call I’m interrogated on how my case is a medical emergency. What on earth do you have to do to speak with a doctor these days? The last time I called I was so distressed. 12 weeks pregnant, severe vomiting and just tested positive for the dreaded covid. I was met with a stern ‘call 111 we are at capacity’. No kinds words, no soft tone. Just so unpleasant. Something has to be done about this Simpson Centre. Looking through other reviews though I don’t have much hope. Why take a job as a receptionist at a doctors surgery if you possess zero customer service or patient care skills and have no inclination to try. I think the team need to remember the public pay their wages and they are here to serve!
GP surgery review: the-simpson-centre
Title: Embarrassing
Rating: 1 out of 5
Visited: April 2022
It is embarrassing how people can be Nonempathetic and unfriendly. However, this is how I felt when visiting the center on Monday 11th of April. 
Nobody was waiting, and a few people on the corner were laughing and playing wits with a person sitting inside the room. Despite the friendly atmosphere, I was in when asked to have a temporary residence prescription; I was told that they were exceptionally very busy (laughing??) and that I should call the 111 (which is very busy with Covid-19 calls).
Then I left the premise without any help of any sort.
Thank you, NHS; next time, I'll look for a job that can offer me private medical insurance.
GP surgery review: the-simpson-centre
Title: Rude staff
Rating: 2 out of 5
Visited: January 2022
Trying to get an appointment and the receptionist was unbelievably rude in all sorts of ways. The tone of her voice, asking silly questions and not being clear with the information she was giving. Outrageous!
GP surgery review: hightown-surgery
Title: Great quality of care
Rating: 5 out of 5
Visited: January 2024
I was on holiday and became ill and was advised to ring my normal GP service by 111. I did this and the receptionist was extremely helpful and I was called by a GP within four hours. The required prescription was then send to a pharmacy in my local holiday destination. Thank you so much, such a swift and excellent service.
GP surgery review: hightown-surgery
Title: Great service
Rating: 5 out of 5
Visited: December 2023
Had cause to call the surgery for advice at around 9am, and was given a face to face appointment for later that day, was treated with professionalism and great service
GP surgery review: hightown-surgery
Title: Excellent service
Rating: 5 out of 5
Visited: November 2023
I really do love my practice, all the staff are kind, very helpful and they really do care. I have never had a bad experience in all the time I have been with them. Thank you, you are providing an amazing service.
GP surgery review: hightown-surgery
Title: Fast & Friendly Service
Rating: 5 out of 5
Visited: November 2023
Had to have a blood test, arrived a few minutes before my appointment and was out before my alotted time. Very friendly receptionists and nurses, keep up the good work 😄
GP surgery review: hightown-surgery
Title: Really nice practice
Rating: 5 out of 5
Visited: November 2023
Went for my blood test at the practice.  It was very efficient and I only waited 5mins.   Very nice phlebotomist. No complaints.
GP surgery review: hightown-surgery
Title: Great service
Rating: 5 out of 5
Visited: November 2023
Had an appointment 7th November, arrived early and was seen with only five minutes of waiting, thank you for your continuing efficient and caring service as always
GP surgery review: hightown-surgery
Title: Covid & flu jabs
Rating: 5 out of 5
Visited: November 2023
Very smooth process for getting the Covid and flu jabs. Invited by sms. Booked online. In and out in two minutes!
GP surgery review: hightown-surgery
Title: Great Practice
Rating: 5 out of 5
Visited: October 2023
I was asked to attend the surgery on Saturday 14 Oct 2023 for a flu vaccination and a Covid vaccination. The service from the staff was first class and a lot had gone into the way the practice was organized for a swift and easy visit. My sincere thanks to all at Hightown Surgery
GP surgery review: hightown-surgery
Title: Treatment
Rating: 5 out of 5
Visited: October 2023
During the treatment for a minor but persistent affliction , and other problems, I have received exemplary service at this practice. I attended for my Covid & "Flu"inoculations on Saturday last and was impressed by the efficiency and delivery.Staff are helpful and courteous.
GP surgery review: hightown-surgery
Title: Great service
Rating: 5 out of 5
Visited: October 2023
The Covid/flu jabs were done in a timely manner. My mum is disabled so they went out to the car to do hers, myself and my dad went inside for ours and were called in straight away. The team were friendly and helpful.
GP surgery review: windrush-surgery
Title: Difficulties
Rating: 2 out of 5
Visited: November 2023
Unable to access surgery by phone. Booking bloodtest by nhs app not possible
How does anyone see a nurse?
GP surgery review: windrush-surgery
Title: Great practice
Rating: 5 out of 5
Visited: October 2023
Called this morning. Spoke to the receptionist, within 1 hour a doctor called me and arranged for me to see a doctor. Everyone was so polite and professional and sorted out my issues quickly. There have been so many really possitive changed to the surgery recently that are making it better and better for everyone. Thanks so much
GP surgery review: windrush-surgery
Title: Great service
Rating: 5 out of 5
Visited: September 2023
Needed help and received great service on the day. The surgery is getting better all the time and I for one is very greatful for this as the people working there are always so happy to help and so professional.
GP surgery review: windrush-surgery
Title: Worst practice in Banbury
Rating: 1 out of 5
Visited: June 2023
How sad that you have to get to the point to write a negative review for them to even consider you, give you some attention and try to get you booked in with a doctor. Such a hypocrisy. And then they get back to you and answer that they cannot find you as their registered patient. I have been with them for nearly 8 years now and in the last 3 years (since Covid) it has been impossible to get to see a doctor. It's like being in a third world country. I don't know if this is the "normality" with every surgery and practice or just with them but I will soon find out because I will register with someone else. If you want my advice stay away from them...absolutely useless, not to mention that the receptionists are extremely rude and unhelpful.
It's a shame that a person cannot see a doctor when they need it considering everyone is paying National Insurance and giving their money away for a service they cannot get. 
What a shame and outrage.
I will give them a call just to let them know that I am actually registered with them and have been for long time, but will tell them to cancel me from their registers. Both me and my partner. 
Shame to you and your "medical service".
GP surgery review: windrush-surgery
Title: Frustrating
Rating: 3 out of 5
Visited: May 2023
Been trying to make an appointment for a routine smear test and have been told twice now, that there are no appointments available and to try again in another weeks' time. I understand the NHS is under pressure, so are we as patients.  We are being pressured to make these routine appointments and when we do it's very frustrating to get an appointment.
GP surgery review: windrush-surgery
Title: Needs to be urgently reviewed by CQC
Rating: 1 out of 5
Visited: May 2023
Last CQC report was back in 2017, where the surgery was marked as 'good', after being found semi-functional the year before.  

6 years on and things are way worse than they were in 2016.

The advent of covid seemingly shifted the surgery from a busy but mostly adequate practice into one that is seemingly terrified of dealing with patients.  The staff hide behind made up policies - think I've even had GDPR quoted at me once! - that make booking an appointment or seeing a doctor in person an almost impossible task. 

The appointment lines theoretically run from 7:30 to 12:00, but if you're lucky enough to actually get through to one of the jobsworth receptionists within the hour, chances are they've already decided not to take on any more appointments for the day anyway.

Appointments can't be booked through patient access either, presumably because it's too much work to set it up?

No doubt there'll be some copy and paste response to this review asking me to contact the surgery to discuss ; fairly obvious issue there being that ... it's impossible to contact the surgery.... 

A genuine embarrassment to the NHS, and immediate oversight is needed by CQC.