Wokingham Medical Centre Reviews Summary

Appointment System

Pros:

• "Last evening I logged in and made an appt for this afternoon with the fabulous Dr Bhardwaj."
• "Had a phone call next day from the doctor to confirm test results and that a referral was being made."
• "I even received a follow up call later in the afternoon."
• "Received a call back from a Nurse Practitioner within two hours, resulting in her arranging a referral to a dermatologist."
• "The phone was answered quickly and the Dr rang me about 2 hours later for a phone consultation."
• "I managed to get an appointment at fairly short notice (same day)."
• "Got an appointment the same day, sent straight for blood tests."

Cons:

• "Trying to get through to someone in the first place is near on impossible, being number 15 in the queue (on a good day)."
• "This on top of being on hold for at least 30 mins each time I call, rarely able to get an appointment when needed."
• "Almost impossible to get an appointment with your own doctor."
• "You spend half an hour waiting on the phone only for them to send you to their website, to click on links which aren't there."
• "We waited 1h30min for our 4 year old daughter to see a doctor for her ear pain... Six days later, our daughter's ear drum burst."
• "Wait 30/40 mins on the phone at 8am to NOT get an appointment, this facility isn't working WBC."
• "I waited on the line for just over 2hrs to get an appointment."

Customer Service

Pros:

• "Firstly I was greeted by a lovely receptionist such a smiley & helpful person who offered me an appointment for in about half an hour!"
• "The nurse who saw me (Emily) was cheerful, knowledgable and approachable."
• "Very polite, efficient and reassuring."
• "Everyone was so kind and efficient."
• "I think this last 14 months has been unprecedented and that when having contact with the surgery, we should in fact appreciate the hard work that the staff do."
• "I have always been so impressed with the service from WMC, be it the cheerfulness and helpfulness of the people answering the phones."
• "The staff were friendly, understanding & supportive."

Cons:

• "It seems to me the systems and processes in place at this surgery are fundamentally broken!"
• "The place would be tolerable without the rude receptionists."
• "There just seems to be no empathy from reception staff and even doctors themselves."
• "after today's experience at the reception, I have a very unpleasant feeling about the behavior of one of the receptionists who was very unacceptably unpleasant with a raised voice."
• "THE RECEPTIONISTS LITERALLY LAUGHED AT ME CRYING IN PAIN."
• "An awfully rude woman answered the phone to my wife."
• "The receptionists think they're God Almighty, in sass form."

Prescription System

Pros:

• "I am also very pleased with the way the prescription system works."
• "Extremely helpful receptionist offered to deliver a prescription to me later today."
• "My prescription was ready to be collected at a pharmacy an hour or so later."

Cons:

• "Worst surgery, shocking customer service has too many patients. Always have problems getting a prescription."
• "Hopeless repeat prescription requests."
• "But am now told they need to see the same ID they saw 4 weeks and have yet another form filled in, in person, for on line access."