The Village Surgery

Phlebotomist made needle anxiety manageable

I recently had a blood test performed by a phlebotomist who has been taking my samples for quite some time. I experience significant anxiety, particularly around needles, and this staff member has consistently been excellent at helping me feel comfortable and relaxed during the procedure. They conduct their role in a very professional manner, and I have never encountered any problems with the service provided at this practice.

Quick and efficient flu jab appointment

Received a flu vaccination at the practice - the appointment was quick and efficient, and the overall service was excellent.

Felt listened to and given helpful advice

I appreciate the excellent guidance and attentive care I received during my visit.

Staff member was genuinely helpful and kind

The staff member I encountered was lovely and very helpful.

Reception staff made me feel genuinely welcomed

The healthcare professional demonstrated excellent hosting skills and executed their responsibilities with genuine enthusiasm and a high standard of professionalism.

Friendly staff made the blood test straightforward

The staff member was wonderful! The trainee who took my blood samples was also excellent! I received amazing service.

Reception staff genuinely keen to help

Since registering with the practice in early 2023, I have been very satisfied with my experience. The reception team are genuinely keen to assist. My enquiries have been handled quickly and professionally. The clinical staff have demonstrated patience and thoroughness, exploring all relevant options. I now feel confident about seeking appointments rather than delaying, as the practice has given me reassurance through the care provided by the team here.

Reception staff repeatedly fail to make reasonable adjustments

The clinical staff at this surgery are generally competent, however I have experienced significant difficulties with the reception team. Over recent months, several issues have arisen: - A medical condition was inaccurately documented in my correspondence from the practice. - I was unable to secure an appointment for my child whose symptoms were deteriorating over a four-day period. - I received inconsistent information on multiple occasions during this time. - The reception staff have not implemented reasonable adjustments for myself or my child in relation to our access needs, and this appears to fall short of expected accessibility standards. - Previous concerns I raised about the lack of reasonable adjustments for my child, including instances where they were required to wait in uncomfortable conditions rather than being offered alternative arrangements suited to their needs, were not addressed or acknowledged. Additionally, when I recently requested information about obtaining a supply of medication to cover the period until my family transfers to another practice, I was informed this could only be arranged after speaking with the practice management team. However, when I have attempted to contact management regarding these ongoing concerns, they have consistently been unavailable.

Couldn't get appointment when needed

Appointments are consistently unavailable. When requesting medication refills, responses lack substance and fail to address actual needs, resulting in a week-long delay in my treatment schedule. Fortunately, this situation has not posed a serious health risk.

Long phone queues need more staff answering

Called during morning hours and spent the entire duration listening to a recorded message repeatedly encouraging patience with reception staff, despite the phones remaining unanswered. My spouse previously worked as a GP receptionist for an extended period, so we are aware that certain days of the week present higher demand. The practice should acknowledge this as well and ensure adequate staffing levels to manage call volumes. Speaking with an actual person would be preferable to automated messaging.

Poor communication between different departments

The different departments seem disconnected from one another. I would recommend seeking care at another practice.

Couldn't get appointment despite calling ahead

I have mobility difficulties and find it very challenging to leave my home. When I called today seeking an appointment, I was informed that all available slots were fully booked. I had hoped to secure a time that would allow me to arrange transport, but unfortunately no appointments could be offered. I was quite disappointed with this outcome.

Practice manager repeatedly unavailable for concerns

I have been calling regularly to speak with management about my concerns, but have found it difficult to reach them due to ongoing absences. I have been disappointed by my attempts to get a response to my issues.

Practice under CQC investigation for prescribing breaches

This Practice is currently subject to a Care Quality Commission review regarding concerns about adherence to NHS prescribing guidelines.

Caring doctors who fit children in same day

The medical team here are genuinely compassionate and consistently prioritise appointments for my children when I contact the practice, often managing to fit them in the same day.

Quick queue and smooth organisation for appointment

This is a general practice surgery. I attended for a scheduled vaccination appointment. The facility was well-organised and the waiting time was minimal with efficient patient flow.

Friendly receptionist sorted appointment on the spot

A big shout out to the reception team who both helped me tremendously today - Well done. Excellent service I called in on the off chance of trying to find out the best way to book an appointment. Much to my surprise I was given one on the spot from a very friendly and welcoming receptionist. Perfect service.

Nursing staff were helpful and knowledgeable

Outstanding medical practice. I have consistently had only positive experiences at this facility. Due to my ongoing health requirements, I attend appointments regularly with the clinical team. They demonstrate professionalism, helpfulness and expertise, operating as a well-coordinated unit. Excellent service overall.

Reception staff were helpful and attentive

Excellent service today from reception staff, thank you. In addition the clinician provided a focused consultation and follow up.

Helpful phone consultation made all the difference

A very positive experience during a telephone consultation. The healthcare professional was extremely helpful and demonstrated a good understanding of my concerns.