Victoria Surgery Feedback Centre 2020

Doctors are helpful and booking is very easy

October 3, 2022

Got an appointment very quickly, 10/10

Terrence Wright

Getting worse

August 12, 2022

Prescriptions are becoming a farce, this surgery is slowly becoming worse and worse managed, and when you look on the website for the practice managers' contact details, they're nowhere to be seen, this isn't good enough.

An example of how bad the surgery has become: I have type 1 diabetes and am going on holiday. Two weeks in advance I requested extra medication for the trip. A couple of days before my trip, I go to the pharmacy and the prescription issued is incorrect, it is only my normal requested medication, not the additional requested.

I go to the surgery, let them know of their mistake and they say to return the following day. I return the following day and a different member of staff at the dispensary, in front of a waiting room of people, had the absolute cheek to tell me off for chasing a prescription when she sarcastically and abruptly said "You're meant to wait three days before chasing us"

Well... had the dispensary and the staff at Victoria Road Surgery got the request correct in the first instance, I wouldn't be needing to chase it, and if I wait the three days, I'd have to return from my holiday in order to collect my prescription.

Frankly, given that I have type one diabetes, they know what I'm requesting and if I DON'T have my insulin I CAN LITERALLY DIE! to say anything along those lines to me is absurd. It's nothing but arrogant and rude!

Practice manager - get a grip of this.

Anonymous

Can not change a password

July 20, 2022

I have explained to the staff at the surgery that the website will not recognise my email, so each time it tells me to change my password I can not. I have tried everything and can no longer have access to my own details because no one is willing to help!!

Anonymous

Very busy phones

June 28, 2022

It's very busy call the surgery first thing and I often try to call a bit later on. The surgery have offered to get a translator in should I need it, and for more serious issues I would do this. I do find the call backs a bit difficult, I missed one call back as I was driving and when I called straight back I was told I would need to call again the next day, this seems a little unfair.

Anonymous

Reply from Victoria Surgery

Thank you for taking the time to provide us with feedback. Our phone lines can be extremely busy at 8am when they first open and on particular days. We do have several receptionists answering the phones at this time of the morning.
All patients are now offered a face to face appointment or telephone call as standard, the only exception to this is when patient requests an urgent on the day appointment which is first telephone triaged by the duty doctor.
We hope this provides a wider choice for all of our patients.

Offered a face to face

June 28, 2022

It's okay at the moment I was offered a face to face appointment with a GP which was great and was the person I needed to see. The only very small issue I don't particularly like is having to tell reception what the issue is. I find it personal at times and you can see staff in the local community.

Anonymous

Reply from Victoria Surgery

Thank you for providing the surgery with feedback.
The clinical team have requested our reception staff ask the nature of your request for an appointment in order to book that appointment with the most appropriate health professional.
As part of our clinical team we have GP's, Practice Nurses, Clinical Pharmacists and Physio's. Having an idea of how we can help may save our patients the time of several appointments or phone calls and allow for earlier treatment.
All patients have the right to refuse to share information they do not wish to with the reception staff and state the matter is private.
I hope this will help you when contacting the surgery in future for an appointments

Good surgery

June 28, 2022

Generally a good surgery with great staff and I've been able to get appointments when ever I've needed them. Today the dispensary gave me the wrong medication and unusually I didn't check the bag until I got home so I had to drive back in to town to get it all sorted. Staff apologised and mistakes can happen and are very rare, its just a bit of a nuisance.

Anonymous

ID to register

June 28, 2022

I'm a new patient so not accessed any appointments yet. I did find that asking for ID a little over the top when I was trying to register, very different to how it used to be.

Anonymous

Reply from Victoria Surgery

Thank you for your feedback.
Whilst you do not require ID to register at the Practice part of your registration pack will have included paperwork to register for our online services and this does require proof of identity.
I can only apologise if this was note explained to you during the registration process.

Brilliant

June 28, 2022

Called this morning and spoke to reception who were very good. I explained why I was calling and that I had tried other things that had not worked including physio. They then made an appointment for me to see a doctor and I feel I saw the most appropriate person for the issue, it worked really well and staff are great.

Anonymous

Reply from Victoria Surgery

Thank you for your feedback it is greatly appreciated

Children seen quickly

June 28, 2022

Never had any issues getting the children seen. After talking to the receptionist this morning we were invited in for an appointment and saw a great clinician, so very happy with the care and support. It can be difficult getting a double buggy through some of the doors, you just have to giggle it a bit!

Anonymous

Given a choice

June 28, 2022

I've been able to get appointments when needed and I was offered a choice of phone call or a face to face today which was great. Staff have always been caring and great too and when I called this morning for an appointment for my child, we were seen quickly. I really can't fault the surgery.

Anonymous

Victoria Surgery