Abbey Medical Practice
Mannock Medical Centre, Irthlingborough Road, Wellingborough, Northamptonshire, NN8 1LTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Disappointed
Rated 2 stars out of 5
by Kay Nolan - Posted on 11 August 2024
I have been with this practice since 1975 and never had any serious issues with the service. However, I recently broke a 5th Metatarsal whilst on holiday in Weymouth. I attended the urgent care centre and was issued with a boot. Told to wear it for 3 weeks and as I was out of area told to make an appointment with KGH fracture clinic and they would forward my report including xrays to them and to my GP. I tried to make an appointment at the fracture clinic on 25/07/2024 and told I needed a Gp referral and once received they would send me an appointment. I contacted Abbey Medical Practice, spoke to the secretarial dept and was told I needed to make this request via Anima. The Anima form was totally irrelevant to my request. What is wrong with a telephone conversation to say “this is what I have done, please refer me to The Fracture Clinic?” Having negotiated around the Anima form because I did not tick a box that wasn’t relevant to my request - and being sent back to the beginning trying to say I had a broken foot and requested a fracture clinic referal I eventually had to ‘click’ broken ankle because that was the nearest injury to fractured 5th metatarsal. The request went. Thankfully. I had a message later that day to say the Dr has passed your request to his secretary. I waited 2 weeks and heard nothing. When I contacted secretaries I was told the referral had not been done. With no reasonable explanation other than I should have requested a phone call from the Dr. This was contrary to what I was originally told. I contacted Weymouth who said the report for referral was sent to the surgery on 25/07/2024. I contacted Frank Radcliffe Fracture Clinic who said they had no referal for me and suggested to move forward in this matter I attend A&E have Xrays and start the whole process over again. This I did and was treated promptly and with empathy. I was given advice on the care of my foot and they did a fracture clinic referral. After a career in nursing (I am 75 and retired) I ask what is happening when face to face and requesting by phone is now so difficult to access. Anima is not always relevant and the whole process has caused me unnecessary distress. It should have been simple. I need a referral I call surgery and ask for a referral. I sent an online message on 08/08/2024 stating I requested a referral 2 weeks ago and this has not been done therefore it is no longer needed as I have attended A&E and they have actioned this for me. I have not received an apology from the practice. I would like one.
Visited August 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
I am sorry to hear that you had broken your foot. I hope you have now received the necessary treatment from the Fracture clinic and you feel more comfortable. Your complaint will be passed to the Practice Operations and Quality Manager to conduct a full and thorough investigation. Should the investigation take longer than 10 working days, you will receive an update, via telephone, as to when you will receive a quality response which will include any learning outcomes and actions we have undertaken. Kind regards Alexia Tongue Practice Manager
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Review titled Fantastic young talent
Rated 5 stars out of 5
by Jane Burgoyne - Posted on 25 July 2024
I had my health review and the young nurse was fantastic, there was also another young nurse sitting in for experience - so good to see this talent coming through the NHS.
Visited July 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
Thank you for your kind comments. We are very blessed to have such a great nursing team working at the Practice. A team who are committed in providing outstanding care to our patients. They will be extremely pleased to receive recognition such as this. Kind regards Alexia Tongue Practice Manager
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Review titled Disappointed
Rated 2 stars out of 5
by Amy Walker - Posted on 30 July 2024
Really disappointed with the lack of patient care at this surgery. They’ve made it virtually impossible to talk to anyone. I used their preferred app Airmid to request medication using the details I later supplied to the surgery. I was told to use the feature on their ‘system online’ website, which I did, only to be told a week later that my request was denied and that I needed to make an appointment. I’ve recently tried to re-order some pain relief for my period online but I’ve been completely ignored both times.
Visited July 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
Thank you for your feedback. It is never impossible to speak to anyone. Our Patient Services Team are only a phone call away to help and support our patients. Clinicians will request patients to make an appointment to review symptoms and medication if they have not been seen for sometime. This is standard procedure and apologise you have been impacted by this. We will look into your records and understand the timescales with which your requests were actioned. Kind regards Alexia Tongue Practice Manager
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Review titled Kind receptionists
Rated 5 stars out of 5
by Ryan H - Posted on 23 July 2024
I had to go in for a variety of reasons today, which meant that the receptionists had to do a lot for me and with me. They were truly so kind and helpful, having pre-printed a form for me so I could fill it out easier, and having a little chat with me before I left. They, along with the empathetic doctor I saw and the really kind and understanding pharmacist made my morning so very easy despite all I had to do
Visited July 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
Your kind words are so lovely - thank you. So many times the team go over and above without the patient recognition they truly deserve. Your comments will be well received. Kind regards Alexia Tongue Practice Manager
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Review titled Excellent receptionist and secretary
Rated 5 stars out of 5
by Louisa Moffett - Posted on 25 July 2024
I came to the practice today as I was having great difficulty contacting and booking my daughter's blood test. The staff at Isrbrook were not very helpful and I was very trusted when I came to the reception desk at Abbey Medical Centre and the receptionist immediately sensed my frustration and was so caring I immediately felt better. The secretary then cane over and offered to call Kettering for me, she too struggled to get through and offered to keep trying and would contact me once she had an appointment. She got my daughter an appointment and put in a complaint about the poor system. She went above and beyond and showed great empathy. I am very grateful for the excellent service provided Abbey!
Visited July 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
Wonderful feedback on the service we provide at the Practice. I am extremely proud of how our staff try their best to help our patients and to receive comments such as this is really uplifting for the team. Thank you Kind regards Alexia Tongue Practice Manager
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Review titled Great new service
Rated 5 stars out of 5
by Sonia - Posted on 19 June 2024
As a family we are loving the new service Anima. My daughter and I have used the service a few times. Within a short space of time we had been either offered an in house or a telephone call. The messages come through quickly to say you have received communication. Fantastic service. Avoids long phone queues and we feel prioritised. On top of that all the staff are very welcoming and friendly. A great doctors surgery in my opinion.
Visited June 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
Thank you for your positive feedback. The new appointment booking system has helped us manage our requests and as you say, avoids the queues on the telephone first thing in the morning. Our Doctors review all requests and prioritise based on the patient clinical need. This has been a huge change for our patients (and staff) and would like to thank everyone who has supported us as we move to a different way of working to meet our patient demand. Kind Regards Alexia Tongue Practice Manager
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Review titled Amazing practice
Rated 5 stars out of 5
by Anonymous - Posted on 14 June 2024
I left a request for a b12 jab on the new request system. Within an hour I got called back and booked into the surgery a 5 minute walk away from me. Really easy, the reception staff are really pleasant and very accommodating. Thank you!
Visited June 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
I am delighted to hear that you like our new system for requesting appointments. Our Doctors, reviewing the requests, are able to see who requires urgent attention and deal with those immediately albeit an appointment at the Practice or clinical assistance elsewhere. Thereafter they will review and offer routine appointments which our Patient Services Team will book. This has helped us create capacity within our appointment system which is amazing. Thank you for taking the time to provide the positive feedback. We will continue to work hard to support our patients. Kind Regards Alexia Tongue Practice Manager
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Review titled Great Service
Rated 5 stars out of 5
by Scott Shields - Posted on 12 June 2024
I have been with many GP's over my lifetime and although for the past few years GP attendance has been getting fewer and fewer. I changed to Abbey because it was impossible to see mt previous GP. Since being at Abbey I have to say, I have not had an issue and in fact while quite poorly I was prioritised, seen as urgent and sent off to hospital all within 2 hours. The there are polite, professional and will listen if you have an issue. Well done Abbey, you stand out from the crowd
Visited June 2024
Review titled Abbey Medical Practice
Replied on 14 August 2024
I think the team "stand out from the crowd" too!!! Thank you for your wonderful comments. Kind Regards Alexia Tongue Practice Manager
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Review titled Waste of your time
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2024
Spend almost 2 hours on the line waiting for someone to pick up the phone. When finally answer got dismissed with the Blood test was alright so there is no point to contact them. I had to look up the results online to double check. The test was to check the source for getting dizzy few times a day. And apparently since the Blood test was ok that means I'm ok doesn't matter if I'm still getting dizzy
Visited May 2024
Review titled Abbey Medical Practice
Replied on 21 May 2024
Many thanks for taking the time to provide feedback on the service provided. We are able to review statistics on telephone calls received and unable to locate any calls that were over 2 hours to be answered. We do monitor the timescales with which patients have to queue and provide additional cover where we can as we appreciate lengthy wait times are frustrating. If you continue to receive dizzy symptoms, may I suggest you contact us using our new appointment booking system Anima, to request further medical help. We are here to support our patients with their clinical needs. Kind regards Alexia Tongue Practice Manager
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Review titled Disappointed with my recent experience
Rated 1 star out of 5
by John Smith - Posted on 08 May 2024
I am disappointed with my recent experience at Abbey Medical Centre. Yesterday, at 8:00 am, I called the GP's to enquire about booking a blood test. The receptionist informed me that she could only schedule morning appointments and advised me to call back at 13:30 if I wanted an afternoon slot. When I called back exactly at 13:30, I was then told that there were no routine appointments available and was advised to try again the next day. However, upon calling today, I learned that the GP was closed for staff training. It's been incredibly frustrating to make three separate calls and still not secure an appointment. It almost feels like a bad joke. This situation is absolutely disgraceful, and it's left me feeling hopeless about receiving timely medical treatment.
Visited May 2024
Review titled Abbey Medical Practice
Replied on 21 May 2024
Thank you for taking the time to leave feedback on the service provided by the Practice. I completely understand how frustrating this was for you to be told to call at a time when the Practice was closed for training. Feedback has been provided to the Team Leaders. We are here to help meet our patients clinical need. Whilst we have moved to a new appointment booking system called Anima, any patients unable to use this (as no internet access or email) can call the Practice for assistance. Kind regards Alexia Tongue Practice Manager