"Unpleasant surgery"

About: Ashville Surgery

Very difficult to get an appointment (told our 3 month old child would be able to get one in 5 weeks for an illness that we wanted checking ASAP) and often running late. My wife had an appointment at 2.30pm and rang ahead to say she need to leave by 3pm to pick up our son from school. She was told that appointments were not behind schedule and would take ten minutes. At 3pm she had not been seen and had to leave. When she told the receptionist this she was not apologetic and tried to book her in for another appointment a week later at the same time, 2.30pm. Given the issues with the first appointment she rejected this and I had to come home early from work so she could attend a walk in centre.

Furthermore, this surgery often attracts drug and alcohol addicts. While I appreciate these people need NHS support, they are often loud and aggressive and on one occasion shouted at my wife who had our 3 month old in a pram because she was seen first.

While I appreciate these issues may not be unique to GP surgeries at the moment given the cuts to the NHS, we will be registering elsewhere in the hope that there is a better alternative out there.


Story from nhs.uk


Response from Ashville Surgery nearly 2 years ago
Ashville Surgery
Submitted on 06/12/2018 at 12:44
Published on nhs.uk at 13:06

We appreciate and listen to the feedback of our patients and we will endeavor to improve any area of our service that falls short of expectations.

I am sorry to hear that you were kept waiting for your appointment. We allocate ten minutes to each appointment but sometimes a patient does need longer than this to discuss their problems with the GP. Unfortunately this may result in subsequent patients being seen later than their appointment time, and the clinician would usually apologise for this. We feel it provides a better service to allow patients the extra time when necessary, rather than limiting them to ten minutes. The doctors sometimes have to deal with urgent enquiries about patients as well which may lead to delays. As far as possible we try to run on time but where we don't, there will always be a reason and this is usually because we have been dealing with other patients. It is frustrating to have to wait but hopefully you will appreciate that there may be an occasion where we provide you with more time which causes other patients to be kept waiting. We do our best to balance the needs of all our patients so that everybody receives a satisfactory service. Where we have fallen short we are happy to investigate and provide an explanation if a patient contacts us to discuss this.

We are also sorry that your wife has encountered a challenging patient, This is not common and when needed the reception staff are training to diffuse any situations that may arise.

If you require any further assistance please do not hesitate to contact me.

Samantha Spike

Practice Manager

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