Alchester Medical Group - Victoria House Surgery

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Reviews

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  Els Jures

  Without doubt the worst surgery I have ever had to use. It starts with the patient coordinater who is plain rude. I work in London, shifts and I cannot always have my phone on. Trying to get an appointment with my GP (I don’t care who I see, a nurse would be fine) is nigh on impossible. She works 3 days per week and by 8.25 am most times I’ve called, her lists are full. “Call back another day” is the response. I simply don’t have the opportunity sometimes to be on the phone at this time as I’m often travelling on the tube or driving. I’ve never experienced such an awful system of appointment booking. I rarely have had to see a GP in my life, luckily. But now I need one it is so difficult and time-consuming to get an appointment. Really wish I could change practice as friends in the area using different ones don’t seem to have this problem!

  23-05-2023
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  Maria Sherwood

  Excellent surgery considering the times we are in,been having two weekly visits to the nurse to change dressing. I have had issues with hospital medication on two occasions and between the pharmacy and receptionist they have helped sort the problem.All very good.

  21-05-2023
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  samantha shand

  Awful receptionists! I have recently moved to the area and signed up to this doctors and I have never experienced ‘supposed health care professionals’ with such a lack of empathy. I Suffer from a lifelong chronic condition and was in tears on the phone to the receptionist just now she was dismissive, rude and so unhelpful and made me feel humiliated and embarrassed for crying in such desperate need, she refused for any doctors to call me back as mines on annual leave, I will be making a formal complaint and changing surgeries immediately I hope management will take this seriously, avoid if you can help it!

  21-05-2023
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  Jess Tucker

  21-05-2023
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  Donald Tsang

  I appreciate that the NHS is stretched but the appointment process at this surgery is broken. Additionally the triage team are sadly awful. You are making things more difficult for both yourselves and more importantly your patients. I called on a Weds and was advised to call back on Friday at 8am when my GP was in. Alarm set for 8am and the call was made only to be greeted with the standard, “we are experiencing higher call volumes than normal….” message that seems to be the default for most calls these days. Received a call back only to be quizzed again on what my issue was having been quizzed only 2 days earlier on the Weds. Advised that the GP would call me back and therefore awaited yet another call. The GP interaction was great but I was asked to make another call to book in for a general check up. Having been on hold for 20mins, the triage team took my call and picked up that I was no longer living in “catchment” and therefore adamantly stated that I would have to register with a new surgery and start the process all over again. “There’s nothing that I can do now that you’ve told me you’re not living around here…” Interestingly the triage individual that I spoke to on Weds talked me through the onerous change of address process and made no reference to me being no longer in “catchment.” Unwilling to to hear my frustrations the individual stated “I’m hanging up” and true to her word the conversation was terminated. As I finalise this “review” I think back to a lesson that I believe we all learn at school. Treat others in the way that you would wish to be treated. To the team at this surgery - Do you believe that you are truly helping your patients? If so, my experience and others in your google reviews would suggest otherwise. If not… please change.

  14-05-2023
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  Pal Csongor Kiraly

  I would like to say a Big thank you to Anthony Duggan Paramedic for being so helpful and kind with my son today. He makes a difference!

  14-05-2023
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  Rebecca Atkinson

  Unfortunately I had put off calling to try to get an appointment after a conversation 4-6 weeks ago with the lady I presume most of the negative reviews are regarding. I was so relieved that it wasn't her on the phone today when I called back. The e-consult system really doesn't seem to work anymore, I tried 3 times on 3 separate days when my GP was working, all were rejected as her list had closed for the day (last one submitted at 9.30am). I think they are just too busy to use the system effectively. When I called to ask what to do the patient coordinator was so rude and unhelpful. She kept talking over me, repeating over and over that I needed to submit an e-consult. I finally got out of her that I could try calling at 8am on my GPs next working day, but as they were on holiday it would be two weeks away. I get that she is probably very overwhelmed and exhausted from repeating information she is told to give, however a bit of compassion when dealing with patients who are probably very anxious about being sick would be appreciated. Not everyone calling is a time waster! I called back today, the paramedic was absolutely brilliant, as was the male patient coordinator I spoke with. I was seen within 2 hours of calling, diagnosed and prescription issued on same day. I didn't even need to see my allocated GP so could have seen the paramedic the first time I called if the female patient coordinator was a bit more helpful.

  28-04-2023
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  Amy G

  Usually this surgery and patient Co ordinators are amazing, very helpful and what not however Janelle (that may be the wrong way to spell her name) was not helpful or advised me on what else I could do (I explained what was wrong as you're meant to do and explained that I can not get to a chemist etc) she became rude and gave me attitude which I do not expect or should have to tolerate from a doctors surgery. This kind of attitude is appalling and inappropriate for a surgery especially regarding a small child's health. If you can not phone up your own doctors surgery and ask for help (they advise to tell the patient Co ordinators aka receptionist) then what can you do?! Thank you very much to the impolite lady. I started the conversation politely asking for help and she gave me attitude straight away. Maybe some people need to reconsider working in this sector. It is a shame because before they are lovely and helpful, I do not know if she was having a bad day but no need to be impolite to me. Update! I was able to phone Ahmeys Pharmacy and they helped me straight away with advice which as I'm aware a patient Co ordinator is supposed to do once you tell them the problem or at least not belittle you and give you attitude. Next udpate: The nurses, especially Joanna who usually does my 12 week injections is absolutely amazing! I can not fault her. She goes above and beyond, you can clearly see she has a natural caring nature and she always puts me at ease with the injection. My doctor is okay as well but trying to get an appointment is very difficult, being a solo mum who doesn't drive nor lives in Bicester makes it very awkward to try and work around my already VERY tight schedule. You can only phone up to speak to your doctor (if you're lucky) on the day they work. Another update: I have a young child and have been trying to get an appointment booked for the last month on and off. I'm a solo mum, I work, and have been turned away to pre book an appointment for my son so I can then arrange time off work. I submitted an econsult to then be texted that they can not accept 2 medical concerns on the same form and to re submit 2 separate forms signed by, you guessed it, the patient co-ordinators! What a joke! No wonder the hospitals are overcrowded, I had to go in recently to a hospital for my son as couldn't get a doctors appointment and the hospital staff were appalled that I had to be seen by them, thankfully I did go to A&E as he needed a steroid. I guess I'll try in a couple of days to get an appointment.

  28-04-2023
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  Dr Howard A. Patten

  I received excellent service today. Thank you.

  28-03-2023
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  Kathryn Heath

  Just had a minor op (cyst removal). Very relaxed environment with excellent care.

  28-02-2023