"Not sure why there are any good reviews"

About: Hathaway Surgery

Forever having problems with Hathaway surgery. They never have any appointments, tell you to call back, you call back and again get told no appointments and to call back again, it’s a massive merry go round! Full on failing with patient care and clearly don’t care about their patients or staff! I’ve been in many times and heard or seen staff upset with the way their management are treating them, and the lack of support shown to patients is clear! Management will never come to apologise about anything, and will get the receptionist to do it for them. I can understand why they are so sad and grumpy at times, they have to work somewhere where the care is failing! Salute the receptionist for having to deal with such difficult circumstances and will always be grateful for them, just never the surgery. 100% recommend attending the other surgery in Chippenham, appointments are not a problem and they actually care.

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Story from nhs.uk


Response from Hathaway Surgery 6 days ago
Hathaway Surgery
Submitted on 27/03/2020 at 13:57
Published on nhs.uk on 29/03/2020 at 10:20

Dear Smith,

We were concerned to read your comment and that you are having so much difficulty arranging appointments at our surgery. Along with many GP practices we are always very busy but do our very best to provide appointments for our patients. In recent months we have managed to employ an extra GP, install an improved telephone system that can handle more calls, and employ extra staff to answer our phones at our busiest times. All of these measures have been helping.

It is not clear why you would then say that we are failing with patient care or that we don’t care about our patients or staff. We care very much. If our reception staff are not able to deal with any complaints then they are always dealt with by one of our managers. We are sorry that you think our receptionists are sad and grumpy. They are a lovely team, but some of our patients can be incredibly rude to them at times.

It sounds as though you have already moved to another surgery. We hope that you are being well looked after there. If you would like to come and discuss your concerns with one of our managers, do please make arrangements to do this. We think it would be a more constructive way forwards than posting comments like this.

Finally, your comments have come at a very difficult time for the NHS. We are adapting as best we can to a national health emergency, despite many of our own staff being unwell or having to self-isolate due to COVID19.

Last night the nation came out to applaud the NHS and we are proud of the work we are doing as part of it.

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