Albany Surgery
Grace House, Scott Close, Newton Abbot, Devon, TQ12 1GJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor communication
Rated 1 star out of 5
by Anonymous - Posted on 28 June 2024
My husband was txt messaged to book an appointment. Eventually after four attempts he spoke to a receptionist poor insite as to what the appointment was for. On attendance not an annual review but a blood test and the HCA was then going to upload his previous questionnaire. That had already been done a month ago. He also had bloods a couple of months ago, a completely wasted appointment.
Visited June 2024
Review titled Albany Surgery
Replied on 25 July 2024
Dear Patient, I am sorry to learn that on this occasion our service failed to meet the standard we aspire to deliver. There will be a wait for your call to be answered due to the volume of calls we receive, we have every available member of our patient care team responding to telephone calls, emails, hand written correspondence, processing prescription and requests for information. With regard to the test, without knowing the circumstances it is possible the Doctor had requested further blood tests. I am sorry you felt this was a wasted appointment, it was not our intention to do this. If you wish to learn more of how the surgery operates you are very welcome to contact one of our PPG members who will inform you of how they work with the practice, details are available on the practice website or from reception.
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Review titled Worst experience of my life
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2024
Had to wait for 45 minutes to talk to receptionist on phone. I was 10th in que. Online appointment is not easy too as it asks for login and paswd
Visited June 2024
Review titled Albany Surgery
Replied on 25 July 2024
Dear patient, thank you for leaving your feedback, this is very important to us. I am sorry you experienced a long wait on the telephone, we do have another route for administration requests to contact the practice which is via systmconnect, this can be accessed via the practice website. It does not require a log in or password. Our patient care team work hard to ensure all requests are responded to in a timely manner. There will be occasions where demand is higher than normal our team are trained to be multi skilled in order they can move across roles to support all areas. We are a small team and aspire to deliver the best service we can. If you would like to further discuss your concerns you are welcome to contact our PPG. Our PPG members take an active role in the surgery, we work very closely with them and meet regularly to plan and discuss issues of concern. Details can be found on the practice website or in reception.
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Review titled Not good enough
Rated 1 star out of 5
by Anonymous - Posted on 01 September 2023
A message to say you are 10th in the queue that is always the case is simply not good enough. No wonder this surgury is only rated 2.6 on Google. Emailing is also a waste of time as they don’t monitor their emails.
Visited August 2023
Review titled Albany Surgery
Replied on 25 July 2024
Dear Patient, I am sorry you experienced a wait for your call to be answered. Please understand we have limited staffing who are all responding to patient needs. I can assure you that all patient emails are responded to daily. All access areas for patients to contact the practice are monitored throughout the day to ensure all are addressed. There will be times when we experience higher demand than normal, we will inform our patients in such instances. We too are patients and acknowledge how frustrating it can be to experience long waits. The team are doing the best they can. If you would like to learn more of how the practice operates you are very welcome to speak with one of our PPG members who themselves are patients of the practice and actively involved in the operations of the surgery, the members feedback is very important to us and we always discuss with the group any changes we plan.
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Review titled nasty practice
Rated 1 star out of 5
by Anonymous - Posted on 26 March 2024
Apart from the usual waiting times to get an appointment to see a doctor - the whole process is nerve-racking. The reception staff is rude and dismissive and even the nursing staff is very negative in its outlook. - I witnessed an elderly couple ahead of me being treated as if they were a burden to the practice and should just euthanise themselves. - I imagine this negativity and contempt starts at the top and filters down to the lowest of all priorities, the patient - add to this the bad apples, mentioned in other reviews, and there is the perfect recipe for sour unhealthy patient care.
Visited July 2023
Review titled Albany Surgery
Replied on 25 July 2024
Dear patient, thank you for your feedback. I am very sorry you have this impression of the practice, it is not the experience we wish for any patients/carers and families. Our team continue to undertake refresher training in all aspects of their work, ensuring the patient in front of us is our priority. Due to demand we cannot always achieve what is requested and we do our best to explain this. Every member of our team works hard to deliver the best we can. I am sorry your experience was not positive, you are always welcome to discuss your concerns with our PPG and join on one of the meetings, details available in reception or on the practice website.