Newbury Group Practice Reviews Summary

Appointment Booking

Pros:

• "The doctors at this surgery are very professional when we see them so no complaints there I must point out."
• "Such a great staff and doctor. The wait times are relatively short (usually 10 minutes maximum)."

Cons:

• "Pathetic service. They don't give same day appointment."
• "Can never get through to book an appointment, whenever you get to number 1 in queue they disconnect the line."
• "Waited on hold for ages to book an emergency appointment."
• "Impossible to get a appointment to see a GP after a weekend at the hospital."
• "You basically have to be on your death bed to get an appointment at this place."
• "I waited an hour to get through only to be told that my child's chest infection is not severe enough to get an on the day appointment."

Reception Staff

Pros:

• "Receptionists like Leanne, Rachel, kuldip, jane, Nicola, jas, bal and Neela have always tried their best when I have rung or come in they are most helpful, friendly, professional and pleasant people amongst the other receptionists and drs."

Cons:

• "Receptionists act like they can’t do anything to help too."
• "The old ladies in the reception laugh at you especially the one wearing the glasses when you go ask for help for your health."
• "Receptionist called Shaheen that she doesn’t have the power to book appointments."
• "Receptionists are extremely rude and unhelpful."
• "It takes ages for the reception staff to receive the phone calls."

Surgery Facilities

Pros:

• "There's a pharmacy opposite the Surgery."

Cons:

• "Old and outdated Surgery, very unclean surgery."
• "No parking available unless, blue Badge holders can park at front or park in B&Q on Let st."

Staff Attitude and Professionalism

Pros:

• "Eventually see Kuldip who at least dealt with my query professionally and efficiently."

Cons:

• "Ms. Collman is incredibly unwelcoming and unhelpful, and she has a terrible attitude."
• "Receptionist mainly the head receptionist Kieran has no professional customer service skills, empathy or telephone manners."
• "The practice manager has been on record to say she ignores complaints because no one has figured who really to complain to."

Communication and Responsiveness

Pros:

• "Office staff is great too – Best family doctor ever, Takes time to explain things, resolve problems."

Cons:

• "Shocking communication. You have to go through an app."
• "Even the doctor has communication through a link they sent you."
• "They just book you appointment but don't inform you so you have to check the app regularly."

Overall Service Quality

Pros:

• "The doctor and staff practitioner are so understanding. We’ve never had an issue with either of them."

Cons:

• "This Surgery is a complete disgrace, unable to make an appointment over the telephone."
• "More chance of getting an appointment to meet the King much less a Doctor!!"
• "I'm fed up with the horrible service of this GP."