Ashwell Surgery
Gardiners Lane, Ashwell, Baldock, SG7 5PYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Fantastic compassion and kindness
Rated 5 stars out of 5
by Sally Guess - Posted on 18 November 2024
After my eldery parent was discharged from hospital following an emergency admission, we visited a doctor to discuss what had happened, the amended medication and ongoing concerns. The doctor was saw was truly amazing treating us with compassion, respect and kindness. He took time to explain things to us and also what follow up actions need to take place, making sure that all of us understood what he was saying. I cannot thank the doctor enough for his kindness that day and everyone I have dealt with at the Ashwell and Bassingbourn surgeries since that day have been excellent. Thank you for genuinely caring for your patients and their families.
Visited November 2024
Review titled Ashwell Surgery
Replied on 18 November 2024
Dear Sally, Thank you kindly for taking the time to leave such a positive review. We are so pleased to hear that you were satisfied with the care and kindness provided to your elderly parent following their recent admission. I will ensure your feedback is passed on to the team. Kindest regards Katie Prince - Practice Manager
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Review titled The new system is great
Rated 5 stars out of 5
by Jane Hage - Posted on 23 July 2024
I have used the new form filling system twice in the past couple of weeks & couldn't have been happier with the very prompt & friendly response from Reception. I completed the form with as much information as possible, answering all the questions clearly & on both occasions I was very pleased to be offered an appointment on the same day. So much better than having to call & wait for ages on the Phone! Thank you
Visited July 2024
Review titled Ashwell Surgery
Replied on 24 July 2024
Dear Mrs Jane Hage, Thank you kindly for taking the time to give your positive feedback, I will ensure your comments are passed to the wider team too. Receiving positive feedback always brings a smile to the team. I am glad to read that the form worked well for you and that you were offered an appropriate appointment to meet your healthcare needs. Thank you once again. Kind regards Katie Prince (Practice Manager)
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Review titled Always courteous and helpful
Rated 4 stars out of 5
by Mrs Holliday - Posted on 27 June 2024
I have had to fill in a form on-line twice in recent weeks. The response has been very quick, with either a face to face appointment or a telephone call within a couple of days. I find the new system works well and is an improvement on the old system of ringing the surgery.
Visited May 2024
Review titled Ashwell Surgery
Replied on 08 July 2024
Dear Mrs Holliday, Many thanks for taking the time to leave us a positive review. We are glad to hear that our new triage system has worked well for you and we were able to quickly address your medical concerns. I will ensure that your feedback is passed to the wider team. Katie Prince Practice Manager
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Review titled New admin system blocks access to doctors
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2024
Yet another new system put in place by this practice. On the face of it a new form that should have helped ensure people who needed it got to see doctors. In practice, the form only allows a certain number of submissions a day- so if you dont fill it in between 8-8:30am you are unlikely to be able to contact them. Reception just refused point blank to help me arrange a follow up appointment for my 4 year old child. I said i would not be able to access the form tomorrow morning- they expected me to find a friend to fill it in for me- i explained i wasnt comfortable disclosing my child's personal health information to a friend and they said i have no option and have to submit the form online in the brief window its open if i want me sick child to see a doctor. This is not a fit for purpose system. The doctors here are good but what good is that if the admin system blocks anyone that needs care seeing them. I worry about the impact this is having on people's health.
Visited April 2024
Review titled Ashwell Surgery
Replied on 24 July 2024
Dear Patient, Thank you for your feedback. I am very sorry to hear that you experienced difficulty in the early days of the new appointment triage system, please accept our sincere apologies for your experience. The Surgery responded quickly to patient feedback on the new triage system and by the second week, amended the form submission window to between 7am and 3pm, allowing patients to submit throughout the day, for a same day response. For urgent medical concerns, you can also contact the Practice via telephone after 3pm and your concerns will be passed to the Duty GP, to make an assessment of clinical urgency and medical need. I hope that you have managed to use the new system effectively since your review however if you are still experiencing difficulty, please do make direct contact with me, via the telephone and I will aim to address your concerns. Kind regards Katie Prince (Practice Manager)
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Review titled Terrible Gp practice
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2023
The Gp receptionists are terrible at this location. The Drs are wonderful, attentive, and caring. But they’re extremely hard to get in touch with due to the receptionists. Whether you ring or attend in person you will be ignored. When I ring I am always in a long queue to speak to someone regardless of the time of day. And if you can speak to one of them before being cut off by the phones they’re patronising. I was told by a Dr if my issue was to continue I would have to attend in person for an examination and to call the morning of to get one. So I did, I was number 3 in the queue and was told there were none left and I could only have a telephone appt. After explaining that the Dr asked me to be seen in person the receptionists didn’t care and said that they’re for more urgent cases, although the Dr specifically said if my issue wasn’t to resolve from the medication I was prescribed I would have to be seen as soon as possible. I have now moved GP practices and although it being in a massive city and having 2 receptionists on the desk they can manage to answer my call within 2 minutes everytime. I just quit my job as a receptionist in a clinic within a hospital and I not once had a valid enough excuse as a receptionist to ignore people waiting to speak to me for 7 minutes. The only piece of advice I can give you is to register with Roysia surgery
Visited August 2023
Review titled Ashwell Surgery
Replied on 20 November 2023
Dear Patient, I am very sorry that you have found cause to complain about our service. In order to investigate your concerns fully, please email me on Katie.Prince1@nhs.net. I look forward to hearing from you. Kind regards Katie Prince Practice Manager
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Review titled A little thanks goes a long way……
Rated 5 stars out of 5
by Sally Birrell - Posted on 18 July 2023
Whilst we are all aware of the challenges within the NHS as it struggles to meet the medical needs of the country I cannot fault the care and professionalism of the Drs and team at Ashwell Surgery. I firmly believe they have adapted throughout the past 3 extremely challenging years to ensure they continue to deliver and strive to meet the needs of all the Patients. To be able to speak with or have a face to face consultation with familiar staff and Doctors is something we should all value and nurture. Thank you.
Visited July 2023
Ashwell Surgery has not yet replied.
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Review titled Great surgery but
Rated 3 stars out of 5
by Anonymous - Posted on 21 June 2023
Over an hour - yes so far 63 minutes to go from number 4 to number 1 in the call queue I realise that you are busy but - saying an operator will be with you shortly every 45 seconds for over an hour is not especially helpful or true...
Visited June 2023
Ashwell Surgery has not yet replied.
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Review titled Very friendly and helpful
Rated 5 stars out of 5
by Anonymous - Posted on 27 March 2023
I’ve had to go to the surgery several times over the past 12 months. The staff are always very friendly and helpful despite being under a lot of pressure.
Visited March 2023
Ashwell Surgery has not yet replied.
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Review titled Phones are never answered
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
I joined the queue as number 7 and 30 minutes later I am only number 4. Surely it doesn't take that long to deal with 3 callers !!!! What has happened to Ashwell Surgery Reception.
Visited March 2023
Ashwell Surgery has not yet replied.
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Review titled Ruing the loss of face-to-face
Rated 2 stars out of 5
by Anonymous - Posted on 24 November 2022
The service used to be excellent. Now telephones are rarely answered. Turning up in person is the only way to get attention. And then it requires a lot of persuasion to secure an appointment in a meaningful timescale. It was only by a fortunate admin accident that I managed to see a GP in person - apparently it should have been by phone. It was amazingly efficient, and we covered more ground and in greater depth than a telephone call could have done. And in less time. Hopefully they will rediscover these benefits too - for the patients’ sake.
Visited November 2022
Ashwell Surgery has not yet replied.