janduplessis886/england-nhs-gp-reviews huggingface dataset:
GP surgery review: stubbington-medical-practice
Title: Best practice I’ve joined
Rating: 5 out of 5
Visited: November 2022
I just wanted to thank all the ladies on the phone and on reception when I’ve been in. I’ve used a few practices over South England, Lincolnshire & west coast scotland. I’ve comes across some horrible, unhelpful and even nasty staff. Non under the pressure this practice are under due to the size of the surrounding area they cover.
Every single time without fail when I’ve called I’ve had pleasant, kind and helpful people on the other end. Each call i come off the phone smiling which I’ve never experienced with other practices covering lesser areas.
It doesn’t just stop there either. Both Doctor/s I’ve seen have listened to me, showed empathy about the different situations each time and willing to help me.
I’ve also had help from one of your nurses 3 times over myself son and daughter. She was extremely busy but non the less was not pushy or rude as some can be, she was very helpful and took the time to answer my questions and reassure me.
I’ve had such bad experiences in past healthcare situations. This practice is a breath of fresh air and working through what we’ve all experienced over the last few years they all deserve a massive thank you.
GP surgery review: stubbington-medical-practice
Title: A Practise with great people and broken processes
Rating: 1 out of 5
Visited: October 2022
There are many reviews on this site about the abysmal quality of the telephone queuing system and the appointment booking process which does not work for the patient, and which is a clear demonstration of a poorly designed bureaucratic process.
The processes which you use in these areas clearly do Not focus on supporting your patients, instead they focus on how you want to run the practise business in a manner which I believe ignores the needs and expectations of your patients.
Two process changes would, if you made them, significantly alter the patient experience from one of total frustration to tolerable.
Firstly
Your telephone queueing system is totally incompatible with what is really needed - a very small number of callers – in the order of 10 - 16 if I recall? If you call when the queue is full, you only hear an engaged tone before the call is dumped.
This is massively frustrating to your patients
You're only solution to this process failure is to change this queuing system to one with an acceptable caller queuing capacity probably in the range of between 6 to 10 times the current queuing capacity. Once a patient calls, even if they are in a very long queue, they do not have to keep redialling and they know where they are. I know you are constrained with the level of staff to answer the calls, but this is the least frustrating part.
Secondly
The process you use for releasing the small number of appointments you make available each day, has a large impact on the number of patients trying to call through your queuing system at 0800 making the situation worse.
Also, your process will not accept patients trying to make future appointment bookings, and speaking with my colleagues, many if not all practices in the local area accept future appointment bookings.
From the appointment bookings process design in use, I can only conclude that this process is used to ration appointments. I understand that the practise has some very real capacity constraints which drive certain choices, and though the current process produces good results for the Practise, it produces unacceptable results for its patients.
I would strongly urge you to rapidly consider how to change your GP Appointment booking process to:
1) Increase the number of available appointments to a level where they are still available after 0900 
2) Implement a process change which permits necessary but less urgent appointment bookings 1 or 2 months in the future.
Finally, implementing these changes would I am sure, also reduce the unfair pressure your receptionist staff undoubtedly suffer from. They constantly have to defend the above-mentioned processes during patient calls on behalf of the practise, when frankly, the poor quality of the current processes you use makes them indefensible.
GP surgery review: stubbington-medical-practice
Title: Feel short
Rating: 2 out of 5
Visited: October 2022
Contacted 111 to obtain Covid anti Viral tablets as I am immune suppressed. They contacted my surgery. As they thought this was the root to go. 111 then phoned me back to say a Dr would be ringing me back but chase it up at 4pm. I had to chase it up and got told that the surgery doesn't have anything to do with the anti virals, and I had been put on a virtual Covid ward. She ask if a nurse had run me. No. Someone will ring you today.you guest it 3 days later no phone call I know I could ring 111 again but I'm now 5 days into Covid so it's a bit late now. The surgery has just wasted variable time.
GP surgery review: stubbington-medical-practice
Title: On-Line Appoinment Booking
Rating: 3 out of 5
Visited: October 2022
I have tried leaving an e-consult message but have been told I need to see a doctor face to face.
However, I tried on-line after 6.00 pm yesterday and after 7.00pm today and there is no option to book an appointment.
Am I doing something wrong?
GP surgery review: badgerswood-surgery
Title: Appauling
Rating: 1 out of 5
Visited: October 2022
I have been with this doctors for a year now and I dread having to call. I can hardly evrr get through (often phone rings out) and when I do there are rarely any appointments. I have had a doctor roll their eyes at me when asking about mental health and have no faith in them at all. I am so upset and disappointed by my experience here.
GP surgery review: badgerswood-surgery
Title: Good service
Rating: 4 out of 5
Visited: June 2022
Had an appointment with the nurse practitioner today.
Very thorough and explained everything to me. 
Did not feel judged or rushed 
Thank you
GP surgery review: badgerswood-surgery
Title: Appalling
Rating: 1 out of 5
Visited: June 2022
Unable to get an appointment for 29 days!!!! What do I pay National Insurance for? This surgery cannot cope with the amount of new people moving into the area. Really need to stop taking on new patients and give a level of service to those existing patients who actually contribute to the system.
GP surgery review: horndean-surgery
Title: Always helpful and supportive
Rating: 5 out of 5
Visited: January 2024
I’ve been a patient at horndean surgery for a long time, as have both my children. Every time I’ve needed to speak to a nurse or doctor there I’ve been able to get help quickly and been treated with kindness and care. More recently my 3 year old had a very high temperature and had been unwell through the night. I rang at 8am, spoke to a really helpful lady who advised me a doctor would call. I received a call a little while later and chatted everything through with a doctor. They invited me in so he could be checked over in person and was offered an appointment about half an hour later. I saw the same doctor who was thorough, patient and reassuring. So grateful to have such a fantastic set of doctors and nurses available - would recommend this surgery to anyone local. Thank you
GP surgery review: horndean-surgery
Title: Excellent
Rating: 5 out of 5
Visited: November 2023
I have had a persistent ear infection. Horndean Surgery have been great with their ongoing help with getting this sorted, which has taken some time due to the complexity of my problem. I recently needed to visit the local minor injuries department at the local hospital because of my ear infection and they commented on how good Horndean Surgery was too. Horndean Surgery also followed up my progress after the hospital visit. They are kind, caring and pro active. Thank you so much  :)
GP surgery review: horndean-surgery
Title: First class Doctors.
Rating: 5 out of 5
Visited: October 2023
I simply want to state, the Dr's at Horndean surgery really are exceptional. I was at this practice last Monday & the Dr I saw, was professional, yet friendly, thorough, & completely understanding. Now all this is exactly what we all want in a Dr & I for one, am very grateful for this first class service.
GP surgery review: horndean-surgery
Title: Incredibly helpful staff & service
Rating: 5 out of 5
Visited: October 2023
I phoned the surgery at 16.50 after coming home to discover that my 7 year old was in need of seeing a doctor. I knew it was late to phone and just tried on the off chance. The receptionist went above and beyond to help me. She spoke to the duty doctor and managed to obtain a phone call appointment with her for me. I was able to send some pictures and speak to the duty doctor in the space of 45mins of my initial call which massively put my mind at ease. I was then contacted by the same duty doctor in the morning and my son was given an appointment and seen before midday the following day. I am extremely grateful to the receptionist and the doctor for going that extra mile. I am only sorry that I didn't catch the duty doctors name so I could name her personally. A fabulous surgery and an amazing team of workers. Thank you!!
GP surgery review: horndean-surgery
Title: Brilliant, Caring Practice
Rating: 5 out of 5
Visited: August 2023
My husband has received the most fantastic, caring treatment not only from the medical team but also the administration team in respect of a foot problem, which is of concern as he has diabetes.  I cannot praise the doctors, nurses and healthcare assistants enough for their many weeks of dedication to ensure the problem is satisfactorily resolved.  Nothing is too much trouble and my husband and I are so extremely grateful for their care and cannot thank them enough for their kindness.
GP surgery review: horndean-surgery
Title: Terrible unhelpful staff
Rating: 1 out of 5
Visited: March 2023
I like to order repeats online but this option was not available for the type of medication I had so phone up surgery.
Have been a patient for over 23 years with no issues until I called the surgery and spoke to a very unhelpful receptionist. 
I explained I couldn't do my repeat online so could this be done over the phone like it had been for the last 3 years from all the other helpful receptionists apart from this one and was rudely told no you need to drop it into the surgery in person.
To which I explain my repeats have always been taken over the phone for years because it couldn't be done online did she really want me to waste time and petrol in this modern age.
With the time she had taken to speak to me she could of just written it down.
She then rudely said well you were lucky your repeats where taken over the phone as they shouldn't have!! If your not happen you can speak to my manager to which I said yes.
He backed up the receptionist and would not budge or explain why this couldn't be done online as I know other doctors do take pill requests online but he said this could not be done that I was lucky phone requests had been taken and they shouldn't have been.
The very same day a letter was sent to me saying I could no longer be a patient at the surgery as I now lived out of catchment!! 
I know I only received this letter because I complained out their repeat procedure.
Now I live exactly 3.5 miles away from the surgery and it also says on the nhs website that they except out of area patients also when I moved  away and made the surgery aware of this updating them with my new address details 2 years ago the receptionist  said that's not a problem at all!! 
Clearly only a problem if you complain!!
Will never ever recommend this surgery again. 
I was totally happy with them until this incident like I said was a patient there for over 23 years and have not since moved because of this appuling attitude towards patients.
I never leave reviews but on this occasion feel I have to with the appalling way I was treated.
GP surgery review: horndean-surgery
Title: Not good at all
Rating: 1 out of 5
Visited: November 2022
Can you confirm that it is protocol for a triage nurse to call and ask “ what can I do for you “
After this scenario
7pm ( previous evening ) call to 111 for help, the response was a call back from a very helpful GP. He was thorough, asked for photos, wrote a prescription for the night with a recommendation to call 111 in the morning for them to make an appointment with a dr thus avoiding starting from the beginning again. 
8am I call 111 go through all the questions again to be told that ( unfortunately for me ) my GP practice was now open so I fell under their care not Petersfield walk in centre who are incredible. I was to be checked over by a doctor within 6 hours.
Over 7 hours later I have a call from a triage nurse ?! How is this good use of the NHS staff. 
Surely this can’t be right.
GP surgery review: horndean-surgery
Title: Superb practice
Rating: 5 out of 5
Visited: October 2022
I’ve always been fit and never needed to visit the doctors. I then moved to Horndean and within a year I was diagnosed with cancer.
I’ve never visited the doctors as much in my life yet everytime I call I get treated with the utmost respect and get through every time and really nothing is too much trouble. 
Doctors surgeries do get a bad press so I think recognition of a good service also needs to be addressed so Horndean surgery I Thankyou I couldn’t have gotten through my treatment without your compassion and support.
GP surgery review: horndean-surgery
Title: Detection and treatment of heart failure
Rating: 5 out of 5
Visited: August 2022
Contacted the surgery in the morning, the doctor phoned shortly afterwards and made an appointment to see her within 2 hours. She recognised the symptoms, did an ECG and urgent blood test, the result of which led to us going to A & E. The treatment at A & E was successful and we had a follow up appointment with the doctor at the surgery today, which was very useful.
Throughout this experience, as with previous experiences at the surgery, we found all the staff there responsive, caring, helpful and friendly.
GP surgery review: horndean-surgery
Title: Helpful and understanding practice staff
Rating: 5 out of 5
Visited: March 2022
In contacting the surgery for assistance, I have always found the staff helpful and willing to provide assistance, none more so last week, where as usual they were busy but still found time for me and managed to book me in for a future procedure, and called me back once the had managed to confirm details.
Over the last few years, even with the additional pressure of the pandemic, the staff have continued with their willingness to help - thank you keep up the excellent service.
GP surgery review: pinehill-surgery
Title: Contact difficulty
Rating: 2 out of 5
Visited: September 2023
Not for the first time I have been unable to contact the surgery by phone, despite being asked to do so. No one answers, and you can end up with a large phone bill waiting for them.  This has been going on for quite a long time.
GP surgery review: pinehill-surgery
Title: minor operation
Rating: 5 out of 5
Visited: March 2023
A big thank to the doctor and nurse for the minor operation that they have done to me today 22 March 2023 at 4:30 at Pinehill surgery Bordon Hampshire
GP surgery review: pinehill-surgery
Title: Quality issues
Rating: 1 out of 5
Visited: June 2022
I appreciate the pressure they are on, but the doctor kept ignoring half of the symptoms I described: this happened repeatedly several times which is why I lost a lot of valuable time to get an appropriate diagnosis and a treatment started. They were ready to leave me untreated if I didn't push them, despite the need for a specific treatment was clear from the outset.

The communication with the clinic can be difficult. The messages change between people and get lost for several weeks. Their admin is of poor quality.

One good thing about this clinic is their nurse who seems very competent and pleasant.
GP surgery review: rowlands-castle-surgery
Title: Lovely people, slick acute service
Rating: 5 out of 5
Visited: May 2023
Having been unable to get the treatment we needed over the counter, we contacted the practice and were given an appointment within a couple of hours. The staff are always lovely too. Thank you.
GP surgery review: rowlands-castle-surgery
Title: Amazing surgery
Rating: 5 out of 5
Visited: February 2023
I moved to this Rowlands a couple of weeks ago and I can not fault it. The staff are so lovely and kind, always willing to help. I’ve never spoken to a nicer reception team. 

After a few years at a different place and a fair few negative experiences I was worried about moving surgeries but I wish I had done it sooner.
GP surgery review: rowlands-castle-surgery
Title: Superb patient service
Rating: 5 out of 5
Visited: September 2022
I rang at 8.35am, was given a 9.50am face to face appointment and the doctor explained in detail my MRI results even added a drawing of my spine. Wonderful practice team, thank you.
GP surgery review: rowlands-castle-surgery
Title: Excellent practoce
Rating: 5 out of 5
Visited: July 2022
This surgery gives exemplary service; from the receptionist to the doctor. Prompt and efficient system. Well done!
GP surgery review: rowlands-castle-surgery
Title: Reception & nurses great, can’t get near a doctor
Rating: 4 out of 5
Visited: July 2022
The reception staff are so helpful and the nurses and phlebotomy staff are great too. Getting to even speak to a GP is difficult. Even when I booked an appointment with a GP it got passed on to someone else. Can’t do online for kids either.
GP surgery review: rowlands-castle-surgery
Title: Quick response
Rating: 4 out of 5
Visited: June 2022
I was grateful that one of the doctors was able to see me the same day as my call. was sympathetic to my illness and the effect it was having on me and prescribed to treat the symptoms.
GP surgery review: rowlands-castle-surgery
Title: Great staff throughout the practice
Rating: 5 out of 5
Visited: January 2022
I spoke with the GP registrar, recently and I wanted to compliment her on her telephone consultation skills. I felt she listened to me, she took the time to read out my renal scan report and included me when making the management plan. 

The other GPs and the nursing team have also all continued to care for our whole family in a kind and caring manner. 

The reception team and the pharmacy team have always been professional, approachable and helpful. 
Thank you for all your continued hard work.
GP surgery review: swan-medical-group
Title: Effective and responsive
Rating: 5 out of 5
Visited: September 2023
I know there has been criticism of the Petersfield Swan practice recently due to call wait times and the attached but independent pharmacy service. I wanted to feedback my positive experiences. This year I have found the practice to be efficient and responsive. Online bookings have worked well for me with timely telephone consultations and face to face follow-up where needed. My GP is very thorough, personable and professional. Reception staff I have found to be polite and helpful, which is not always the experience in GP surgeries, I imagine due to the abuse receptionists can face from frustrated and anxious patients. Many thanks to the whole team
GP surgery review: swan-medical-group
Title: Poor Service Like Their Adjacent Chemist
Rating: 1 out of 5
Visited: August 2023
I find it soul destroying trying to book appointments with their phone service. Most days it takes them longer to answer the phone then it does to travel from Petersfield to Portsmouth by train!
I've mentioned it several times now.
GP surgery review: swan-medical-group
Title: Appalling
Rating: 2 out of 5
Visited: June 2023
Estimated call to be answered in 8 minutes.  Took 24 minutes to actually have the call answered.  No appointment available for something that has to be done.  Certainly gone very downhill since it took on even more surgeries.  Defiantly not worth if its outstanding award.
GP surgery review: swan-medical-group
Title: Brilliant
Rating: 5 out of 5
Visited: February 2023
I have had a faultless service from the staff and doctors in fact i believe they went beyond what was expected. Many thanks
GP surgery review: swan-medical-group
Title: Terrible Service
Rating: 1 out of 5
Visited: December 2022
Repeatedly have had to chase a private referral letter and each time I’ve been told they will send. I’m still waiting to receive!!!
GP surgery review: swan-medical-group
Title: Excellent, efficient, personal care
Rating: 5 out of 5
Visited: November 2022
Had an appointment with one of the doctors at the practice which was dealt with  in an efficient and personal manner with follow up call to explain results of blood test. Also had a Covid and Flu vaccination couple of days later which was unbelievably quick with very friendly staff. Highly recommend this practice!!
GP surgery review: swan-medical-group
Title: Care and compassion
Rating: 5 out of 5
Visited: October 2022
Big shout out to reception staff and flu/covid team for showing real care and compassion when bringing a 93 year old man for flu/covid shots. First class care. Thank you
GP surgery review: swan-medical-group
Title: Amazing caring doctor and follow-up
Rating: 5 out of 5
Visited: February 2022
I was diagnosed with bowel cancer last Spring.  My Doctor at Swan St Surgery was amazing and followed up with me every time I had a procedure to check I was ok and how I was coping.  She went above and beyond.  
Had the op and chemo, all on NHS.  Amazing surgeon and team.  Chemo was necessary and I've come out the other end.
Great life lessons in being grateful, more present in every day and putting my health first.  I hardly drink alcohol now, make more of my own meals and go for a 30 min walk first thing.
Swan St surgery is a first-class operation.  Thank you for looking after me. X
GP surgery review: swan-medical-group
Title: Very accessible and helpful practice
Rating: 5 out of 5
Visited: January 2022
The practice has an online system for booking telephone consultation with GPs that is really efficient. Phone consultation was booked for the same week and the GP was extremely helpful, informative and efficient on the phone and was able to make a referral for further help there and then. Very lucky to have this GP practice
GP surgery review: the-clanfield-practice
Title: Empathy in difficult times
Rating: 5 out of 5
Visited: December 2022
Despite being under a lot of pressure, the reception and medical staff were so helpful and understanding for a member of my family. Thank you…
GP surgery review: the-clanfield-practice
Title: Impressive
Rating: 4 out of 5
Visited: November 2022
I submitted an E-consult recently requesting blood tests and in less than an hour I had a text from a GP to say the forms were ready and I could book an appointment with the phlebotomist. I had done some background research online regarding my condition before requesting the blood tests which gave good context to the request. The GP added in some additional tests to give me a bit of an MOT. Excellent service.
GP surgery review: the-grange-surgery
Title: Very reassuring.
Rating: 5 out of 5
Visited: May 2023
I have always found The Grange to be extremely helpful (text reminders of appointments) and welcoming. There is always a very reassuring calm and warmth about the place and the staff, medical and support, are unfailingly friendly. It all goes a long way to removing inevitable anxiety around one's health. I would very happily recommend it to anybody and am so grateful for all they have done for me.
GP surgery review: the-grange-surgery
Title: Covid and Flur injections
Rating: 5 out of 5
Visited: October 2022
The process as very well organised from the intial invitation for an appointment, the reminder and all that happened on the day -8 October 11.00 am. Especially the shepherding of people as they waited in the ante room. Thank you.
GP surgery review: the-grange-surgery
Title: Excellent practice
Rating: 5 out of 5
Visited: October 2022
I have had need to see the surgery numerous times recently. The reception, nurses and doctors have been extremely professional and caring on all of my visits. I think The Grange offers a very high level of care for which I am very grateful.