Abbeywell Surgery
The Abbey, Romsey, Hampshire, SO51 8ENContact details and opening times
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Reviews
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Review titled Immpossible to book vaccinations
Rated 1 star out of 5
by Anonymous - Posted on 25 November 2024
To book a vaccination the patient must ring the surgery everyday to check availability. There is no waitling list, no list of people eligble for vaciinations and zero help from the receptionist. Appointment are released randomily by the nurse. Patients maybe luckily to phone at just the right moment but experience to date is not good. I have been waiting for over 2 months for a shingles vacination. The lottery continues. The receptionist stated the onus for getting an appointment is on the patient. They refused to take my details to notify me when the vaccine is available and I must continue in the daily phone call lottery wasting both my time and the receptionist time. No wonder the phone lines are constantly busy. The receptionist refused to help me resolve this, suggesting I went to Boots if I couldn't wait. When asked how to make a complaint she barked the practice manager's name at me, refused to write it down and refused me a pen and paper to write it myself. The only way to move forward on this is to write a formal complaint letter to the practice manager. There is no email address available. Typhoid and other NHS travel vaccines are impossible to get via this GP practice. I went to Boots
Visited November 2024
Review titled Abbeywell Surgery
Replied on 26 November 2024
Dear Anonymous Thank you for your feedback, I am sorry your recent visit to the surgery was not a positive one, unfortunately I am unable to contact you to discuss this matter further as I do not have your details. We do try extremely hard to accommodate all our patients where possible and I am sorry we were not able to do so on this occasion for you. If you would like to discuss this further please do not hesitate to contact me, Thank you Kind regards Leanne Barter Practice Manager
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Review titled Terrible ‘service’
Rated 1 star out of 5
by Laura Dineley - Posted on 25 October 2024
I have been unable to book appointment to get test results for 7 weeks. Unable to get through after 2pm, unable to leave a message, unable to get an appointment on the one occasion (after 17 attempts across 7 weeks) I’ve given up and moved surgeries and hope that my blood tests showed nothing untoward. Reception staff contradict each other, one was patronising and interrupted me when I dared to voice my frustration and the manager who called me after I wrote a complaint via their very well hidden feedback form (there’s no email) was pleasant but has no answers other than to suddenly be able to offer me an oppointment…needless to say I declined. I’ve registered elsewhere. I was told that they are working on making it easier to get through, particularly for working people!!! I’d suggest booking further than two weeks in advance, staggering lunch breaks so that there’s staff available to take calls when most of us workers are on a break and extend your non urgent calling slot from 12! Hardly rocket science!
Visited October 2024
Review titled Abbeywell Surgery
Replied on 31 October 2024
Dear Laura, Thank you for taking the time to post this feedback. I'm Dr Anthony Mah, one of the partners at Abbeywell. I apologise for your poor experience. Your blood tests were commented on by your GP within 2 days of your bloods being taken, so I am unsure why this was not relayed to you by our reception staff. Alternatively, you can review your results on the NHS App. We wish it were possible to answer all our incoming calls immediately; we answer on average 360 a day, in addition to enquiries received in-person at our front desks. We do hope to implement a callback system in future to remove the need for any wait on the phone. I'm sorry that you feel our feedback form is hidden. It is accessible from the home page of our website, and should have been directed to you on request. Thank you for your suggestions. We have previously booked appointments further than two weeks in advance, but this came with a sharp increase in appointments not attended, and hence wasted. We are aware of surgeries locally who book appointments no further than one week ahead. Lunch breaks are already staggered, and our reception staff have other tasks to carry out for patient care before 2pm, so that the number of call handlers can be maximised from 2pm onwards. We are always looking to improve patient satisfaction with the resources which we have available to us, so your feedback has been shared with the wider management team. I wish you well at your new surgery. Kind regards, Dr Mah
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Review titled Disappointing and scary experience
Rated 2 stars out of 5
by Margaret - Posted on 10 July 2024
I was unwell today and phoned the surgery pm for advice. I was having rigors and a very high temperature. Told no appointments and to phone 111 after 6.30pm - a delay of 2hours. I decided to phone 111 who were very helpful - took a full history and said they were sending a review to the GP practice and I should phone back and say that 111 said a Dr should talk to me. I followed instructions, but was again told there was nobody to help. I had another distressing rigor lasted over 1hour and temperature highly elevated. Phoned 111 again and said my request had been refused, I was then referred to an out of hours Dr who was so very kind and made her diagnosis and sent a prescription to a Supermarket with a Pharmacy. I live on my own and was not fit to drive - it would have been very unsafe. A neighbour kindly went and collected the prescription for me. Overall a 3 1/2 hour delay in getting help. It was frustrating to have to go back and forth to 111 (who were so helpful) when I was feeling so unwell. I have been a patient at the Practice for 33 years and find the service so very disappointing now. The values statement on the website does not reflect the reality of an experience.
Visited July 2024
Review titled Abbeywell Surgery
Replied on 11 July 2024
Dear Margaret Thank you for taking the time to write your feedback. I am so sorry for your recent experience when you contacted the surgery. I will speak to the team regarding your experience to try and avoid this happening again. If you would like to discuss this further please do not hesitate as I do not have your full details to come back to you. kind regards Leanne Barter Practice Manager
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Review titled Results of blood trst
Rated 4 stars out of 5
by Anonymous - Posted on 14 August 2024
After waiting for results of blood test I mistakenly thought they would arrive at surgery but as they were requested by rheumatologist they went there. Check with Romsey hospital where results will be sent!
Visited July 2024
Abbeywell Surgery has not yet replied.
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Review titled Blood test results delay
Rated 3 stars out of 5
by Jane Purvis - Posted on 13 August 2024
I had a blood test on 13th July and to date, 13th. August have not had my results! I need to know if I am still anemic.
Visited July 2024
Abbeywell Surgery has not yet replied.
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Review titled Efficient and friendly
Rated 5 stars out of 5
by Penny - Posted on 25 March 2024
Thankfully I have little need to seek medical help often however each time I do I am impressed with the efficiency, care and service. The nurse I saw on Friday was absolutely on it with both her explanations and performing two investigations quickly and with ease. Thank you.
Visited March 2024
Review titled Abbeywell Surgery
Replied on 13 May 2024
Dear Penny Thank you for taking the time and sharing your feedback, I will make the relevant team member aware. Kind regards Leanne Barter Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 February 2024
In the past month I have seen a Tri Locality Care GP and a Abbeywell GP and both were excellent. Both were very personable, really listened and explained things clearly. I still can’t get over going for a blood test at Southampton Hospital one lunchtime and having my results and recommendations texted to me that evening. Great service - thank you
Visited February 2024
Review titled Abbeywell Surgery
Replied on 13 May 2024
Dear Patient Thank you for taking the time to leave such lovely feedback. The Abbeywell team really appreciate it. Kind regards Leanne Barter Practice Manager
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Review titled Very good
Rated 5 stars out of 5
by Anonymous - Posted on 10 October 2023
Even though it can be quite tricky to get through due to volume of patients needing assistance, when I have, the front of house team are so polite, helpful and actually call back if they say they will to try and get me the help I need - excellent service, thank you! My drs appointment - I was listened to and actually made to feel that I’m not wasting their time and the reason why I was there was not to be dismissed and to just live with. My Dr wanted to cover all possibilities to get the most accurate test results to then address my symptoms with the correct medication. I came away feeling like I can be helped here which is not an experience I have had in previous surgeries.
Visited October 2023
Review titled Abbeywell Surgery
Replied on 13 May 2024
Dear Patient Thank you for taking the time to complete this review. The Abbeywell team really appreciate it. Kind regards Leanne Barter Practice Manager
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Review titled Wonderful
Rated 5 stars out of 5
by Anonymous - Posted on 10 October 2023
The doctor really listened to me and took my worries seriously. She gave me time and talked through the process, and I came away feeling a big weight had lifted. All members of staff I encountered were friendly and extremely helpful. Following my appointment I needed to book in blood tests, and the helpful receptionist managed to get me booked in 15 minutes later. Such a wonderful surgery with attentive and efficient staff.
Visited October 2023
Review titled Abbeywell Surgery
Replied on 13 May 2024
Dear Patient Thank you so much for your lovely feedback, we really appreciate you taking the time to do this and will pass on to all staff. Kind regards Leanne Barter Practice Manager
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Review titled Excellent
Rated 5 stars out of 5
by Anonymous - Posted on 10 September 2023
My GP and the Social Prescriber were really caring and reassuring. I would thoroughly recommend the practice.
Visited September 2023
Review titled Abbeywell Surgery
Replied on 13 May 2024
Dear Patient Thank you for taking the time to complete this review, we really appreciate it Kind regards Leanne Barter Practice Manager