Trevelyan House Surgery Reviews Summary

Efficiency of Service

Pros:

• "I was very impressed with how efficient the system was."
• "Practice Manager (Nazia) efficiently dealt with a matter relating to new patient registration."
• "I phoned the practice at 9.25am & was offered an appointment at 11.10 the same morning."
• "Very good service, even during the pandemic they been very helpful when it’s comes to the appointment and to the advises."
• "The nurse who gave me the vaccine was excellent - it was completely painless and she was very kind and informative."
• "I had my 1st Covid vaccine (AZ) a few days ago and was incredibly impressed by the organisation and efficiency of the operation."
• "The practice has also done an excellent job in rolling out vaccinations for the local community and this has been very efficient (you walk in an out within minutes)."

Cons:

• "Probably the worst GP in the country - I would strongly advise you to avoid this place at all costs."
• "It's so disappointing to see the decline of this once really good gp practice."
• "Absolute shambles. The surgery needs an overhaul of processes and procedures."
• "Incompetency is an understatement to the level of service from reception staff."
• "The admin/receptionists are generally unhelpful and quite rude and current systems seem very inefficient."
• "This surgery needs a lot of improvements. Needs to be more organised too. Please prioritise ALL your patients!"
• "The appointment booking system is ridiculous as you have to call and you are waiting over an hour just to try and book an appointment."

Staff Professionalism and Conduct

Pros:

• "Even under the current strain from COVID-19 the reception staff are very friendly and understanding."
• "The reception staff are always so helpful, go the extra 'mile' for one."
• "The person on the other side of the line was THE BEST I've ever get to speak so far! The knowledge, the generosity, the kindness and patience to help you in each question is absolutely beyond...."
• "The reception team are always wonderful despite being under so much pressure."
• "The two doctors I’ve seen are nice, professional, quick and knowledgeable."
• "Nurse Laura was so gentle and caring."
• "Very content with her overall patient / customer service!"

Cons:

• "Reception service is hit and miss depending on who is on duty."
• "It's very frustrating if you need to talk to your Gp about different illness and you cannot manage to describe all your conditions in 10 minutes you have to book another appointment."
• "The receptionist and staff are very incompetent and patronising."
• "The practice manager seems to hide in a room somewhere."
• "Would definitely register with another GP."
• "The communication between staff is shocking and non-existent."
• "Awful administration at this surgery. They removed me from their system because I hadn't made an appointment for a year and a half."

Accessibility and Convenience

Pros:

• "I got an appointment for the very same day that I needed it."
• "I’ve never had trouble getting an appointment last minute or emergency."
• "I have been using this surgery since I moved into the area a year ago and they are always very friendly and have assisted me so much."
• "The doctors were kind and professional."
• "Can't recommend her care enough."
• "I’m chuffed to be in the catchment area for this place :)"
• "I have always received good service here."

Cons:

• "It is a busy surgery, therefore getting appointments on the day or a day later can be tricky."
• "You can wait an hour on the telephone to speak to someone to make an appointment."
• "More then likely there are no appointments as by the time you get through everything is booked and you can’t book too far in advance."
• "The appointment booking system needs to be looked at, either by updating it to online or getting more staff to answer calls."
• "Unfortunately the standards have dropped significantly as the GP has become heavily oversubscribed whereby it is nearly impossible to get an appointment."
• "If you try to call, you’ll easily find yourself 12th or 13th in the queue and the wait could be upto an hour to speak to someone."
• "Not recommended at all. Anytime you need to contact them you need at least about 20 to 30 minutes to wait to get to speak to somebody."