Aspen Medical Practice
Aspen Centre, Horton Road, Gloucester, Gloucestershire, GL1 3PXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Wasted Appointment
Rated 2 stars out of 5
by Anonymous - Posted on 24 October 2023
I was contacted by the Aspen Centre Receptionist and asked to make an appointment re possible referral to Neurology further to other investigations. I attended the surgery and the Doctor told me that before a decision could be made, I would need nerve conduction test results. I explained that these tests had already been scheduled for November and that I was frustrated that she wasn't aware of this. The Doctor became defensive and patronising. My time is also valuable and I missed another engagement to attend a totally worthless appointment. Surely, with a little forethought, the Doctor could have specified to Reception staff that the appointment must take place when the test results were available. Both the Doctor's time and my own was wasted which is ridiculous when so many people are waiting so long!
Visited October 2023
Review titled Aspen Medical Practice
Replied on 26 October 2023
Thank you very much for your feedback. We are sorry to hear of the difficulties you have experienced. We take all feedback very seriously. Please use the following feedback link via our website so that we can investigate this issue. https://www.aspenmedicalpractice.nhs.uk/feedback-complaints/ Many thanks, Aspen Medical Practice
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Review titled Poor service
Rated 1 star out of 5
by John - Posted on 23 October 2023
It’s interesting that one of the most recent reviewers was advised to register a formal complaint- honestly, don’t bother because you will be ignored. I have been waiting since 18th September now despite repeated attempts to get a response. This isn’t the first time either. Previously I had to go to the phso to get a resolution which took 2 years and eventually got a grudging apology for a truly awful experience. There is no effective or discernible complaints process that seems to be under anyone’s management. You can try the cqc who will offer a non-committed, bland response or you can try the phso who move at a glacial pace or you can try the practice itself who will take no notice of you. Patients are in a no win situation with no real recourse. It is little wonder the nhs is regarded as “broken” The need to raise a complaint in the first place was brought about by a surly member of the reception team who displayed a distinct lack of the basic soft skills coupled with an air of arrogance and a disappointing attitude toward doing the best for the patient. It seems on looking at the reviews of other local practices there is nothing to distinguish one over the other as the bar is set so low. The phone service has shown no improvement despite reassurances stretching back years now that it was going to get better and it seems to be impossible to get an appointment. The system is well and truly broken and for those that do care and want to offer a caring service then you have my sympathy. Is it any surprise that staff are leaving the nhs in droves?
Visited September 2023
Review titled Aspen Medical Practice
Replied on 23 October 2023
Dear John, Thank you for taking the time to leave your feedback regarding your experiences with Aspen Medical Practice. We have not received a formal complaint from you, and you have not been ignored. A few weeks ago, you wrote into the Practice unhappy that you had not been able to obtain an appointment with a specific clinician. We made attempts to telephone you at that time to discuss this with you, and to offer solutions. Unfortunately, we were unable to get in touch with you. When patients have a clinical need, they are allocated the first available appointment with an appropriate clinician. If a patient insists on being seen by a specific clinician, we do everything we can to make that happen, but the wait for an appointment will usually be much longer. Our phone system which was upgraded back in April 2022 is a huge improvement on the previous system – particularly thanks to its call-back feature. It is the same system used across many practices across Gloucestershire and the rest of the country. Our reception team do not offer poor customer service. They do an extremely difficult job under great pressure and interact professionally and with care and attention with up to 1,000 patients each day. Aspen Medical Practice
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Review titled Absolute Rubbish
Rated 1 star out of 5
by Anonymous - Posted on 31 August 2023
I waited would you believe 4½ hours !! on hold to get through to a receptionist/person who would take details from me on 30/08/23 nothing new you may say for this surgery but this time had to say something. This practice used to run great when it was three separate surgeries could get through on the phone easily, get an appointment easily etc. As soon all three combined in the same building never been the same since everyone I speak to who is at this surgery says the same but no one will complain as they don't want to have to be threatened to find another surgery.
Visited August 2023
Review titled Aspen Medical Practice
Replied on 11 September 2023
Dear Anonymous, Thank you for your feedback. We are sorry to hear of the difficulties you have experienced. We take all feedback very seriously. If you wish to make a formal complaint, please use the following feedback & complaints link via our website so that we can investigate this issue officially. https://www.aspenmedicalpractice.nhs.uk/feedback-complaints/ Many thanks, Aspen Medical Practice
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Review titled Very happy.
Rated 4 stars out of 5
by Richard Brabon - Posted on 15 July 2024
Nurse taking the blood today was very claiming and relaxing. Really help me stay relaxed and was just really good at her job. Very nice as a person also.
Visited July 2023
Review titled Aspen Medical Practice
Replied on 15 July 2024
Dear Richard, Many thanks for such kind feedback. We are so glad to hear you found the Nurse calming and helped you to stay relaxed. We will ensure this is passed onto her. Best wishes, Aspen Medical Practice
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Review titled Kind Nurse
Rated 5 stars out of 5
by Anonymous - Posted on 21 June 2023
I had my bloods taken today by a lovely nurse. She was kind and professional. I am very scared of having my bloods taken. She was very gentle and put me at great ease. I would like her to have a special thank you.
Visited June 2023
Review titled Aspen Medical Practice
Replied on 11 September 2023
Dear Anonymous, Thank you for your kind feedback. We really appreciate you taking the time to share your positive experience. We will ensure this is passed on to the correct staff member. Many thanks, Aspen Medical Practice
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Review titled Fantastic practice
Rated 5 stars out of 5
by Jane - Posted on 08 June 2023
Throughout covid times, this surgery never ceased to amaze me. They were on top of everything so well done. This review however was in regard to a visit to the surgery this week. I saw a doctor who made me feel that nothing was a problem. It was meant to be a double appointment which hadn’t been booked. This was rectified immediately. The care and attention given by the doctor was amazing. I felt cared for, that I mattered and I was listened to. Well done to this doctor in particular and to all the kind, caring staff. Well done Aspen. So glad to be one of your patients!
Visited June 2023
Review titled Aspen Medical Practice
Replied on 12 June 2023
Dear Jane, Thank you for such lovely feedback, we really appreciate you taking the time to share your positive experience. It is great to hear you felt cared for and listened to. We will ensure that your kind words are passed on to the Doctor you saw. Many Thanks, Aspen Medical Practice
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Review titled Excellent and compassionate service
Rated 5 stars out of 5
by Lyn Dance - Posted on 06 April 2023
I want to praise the housebound team and Dr who came to see my mum on Monday and was so lovely with my 91 year old mum. The receptionist I spoke to when I rang was lovely too and really helpful. Getting a dr out within 3 hours of me phoning is brilliant and the surgery deserves praise. The Dr took bloods and rang me with the results the next day. The prescription from him was ready to collect from the chemist the same day. Excellent practice.
Visited April 2023
Review titled Aspen Medical Practice
Replied on 21 April 2023
Thank you for your kind feedback. We will ensure your positive experience will be passed on to the appropriate staff members. Many thanks, Aspen Medical Practice
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Review titled Fantastic service
Rated 4 stars out of 5
by A Gifford - Posted on 20 April 2023
I rang today as I had an infection in my arm, I got through in half an hour. The receptionist was fab, the doctor was fab and without having to go in to the surgery a prescription was issued to my local chemist. Within 3/4 of a hour, start to finish, I was taking my first dose of antibiotics. Brilliant service, thankyou.
Visited April 2023
Review titled Aspen Medical Practice
Replied on 21 April 2023
Thank you for your kind feedback. We are delighted to hear you have had a positive experience. Your kind words will be passed on to the appropriate staff members. Many thanks, Aspen Medical Practice
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Review titled Ok practice
Rated 3 stars out of 5
by Anonymous - Posted on 14 March 2023
I phoned up about my repeat prescription a I would be away when my medication ran out receptionist was very helpful and ordered it right away, been with Practice for 70 years starting with the London Road practice never had a problem
Visited March 2023
Review titled Aspen Medical Practice
Replied on 15 March 2023
Dear Patient, Thank you for your kind feedback. We appreciate you taking time to share your positive experience with us and we will pass this on to the appropriate staff member. Many Thanks, Aspen Medical Practice
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Review titled Bad service
Rated 1 star out of 5
by Linda Dempsey - Posted on 28 March 2023
I have now tried twice to get an appointment to see a doctor over the last two months. The first occasion I was told there was a six week wait to see a doctor for a routine appointment which I made only to be sent a text message the week before to say that this clinic had been cancelled and would have to wait another four weeks for an appointment. I think this is unacceptable. Who is a receptionist to say it is a routine appointment. Yesterday I telephoned to see a doctor as I had a really bad UTI was passing a lot of blood and was feeling very unwell. I had to explain all this to a receptionist who is not medically trained and then had to fill out a text form she sent to me and was told I would have a telephone consultation. The doctor phoned about two hours later asked me three or four elementary questions and put up a prescription for me. I wanted to see a doctor which seems almost impossible to achieve. I have been a patient of the Heathville Road surgery for over 40 years and we never used to have this sort of problem. Since the covid pandemic it seems that all systems are broken yet I cannot see what has changed in the community to justify this sort of service. It is just an excuse for not supplying a workable practice. I cannot believe that the doctors have that many more patients I can only assume that since the merger of all the surgery’s at the Aspen centre they have reduced the number of staff and Doctors. Patients should not have to give there personal information to a receptionist and seeing a doctor is more difficult than trying to climb Everest.
Visited March 2023
Review titled Aspen Medical Practice
Replied on 12 June 2023
Dear Linda, Thank you for taking the time to submit your feedback. Routine appointments can be booked up to 6 weeks in advance, we apologise if you have had an appointment rearranged due to sickness. All appointment bookings are triaged by our Receptionists who have received care navigation training, we have protocols put in place by the Partners of the practice where the receptionists follow the guidance and ask necessary questions dependent on symptoms – from the patient’s responses they arrange a suitable appointment and/or ask the navigation doctor for advice. We have a navigation/duty doctor each day and they receive queries from the receptionists when navigating different patient presentations, this is to ensure that all of our patients are seen in the most appropriate time frame – if there is an urgent issue, the patient will always receive a suitable appointment. For the receptionists to be able to book the correct appointment with the most appropriate clinician and in a suitable time frame they must ask questions regarding the symptoms of the patient. This is for the safety of our patients and to ensure that they receive the best possible care – if no information is given to the receptionists they would not be able to triage effectively and urgent issues could be missed. All members of staff at the practice are bound by strict rules of confidentiality. Many Thanks, Aspen Medical Practice