Avon Valley Practice
43 Fairfield, Upavon, Pewsey, SN9 6DZContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Avon Valley Practice.
Reviews
-
Review titled No one answers the phone ever
Rated 1 star out of 5
by Michaela Anderson - Posted on 05 December 2022
So this happens all the time I try to call them. No one answers the phone after six mins your told to leave a message. This is horrible. I had to phone 111 to get them to make a phone appointment for me only for the practice not to call so now I’m chasing them again. I get they are busy but this is not good at all
Visited December 2022
Review titled Avon Valley Practice
Replied on 08 December 2022
Dear Mrs Anderson I am sorry to hear of your experience on Monday. I have investigated Monday having explored our telephone and appointment logs. I can confirm that you called us 7 times from 11.49 to 12.40 to ask why a GP had not called you at 11.30am. On two occasions, you left voicemails. It appears that 111 booked directly into our appointment system following your contact with them at 10.12 on 5th December. We do not have a record of you calling the Practice to request care prior to this time. 111 booked a same day telephone call for you. These appointments are not offered at specific times, rather we call you before the end of the day at 1830. I am sorry that 111 misled you by giving you incorrect information. We are not an emergency service and therefore do not have associated deposition times. Indeed, one of our GPs telephoned you in the afternoon and held an 18 minute consultation with you. From your contact with 111 to a consultation with us was 5 hours and 40 minutes. I understand that it is difficult to contact us, however we offer a mixture of same day care appointments to daily walk-in clinics, sit-and-wait clinics and telephone calls. Just for information, on Monday, we consulted with over 300 patients in 10 hours, this is an average of 2 minutes per patient. We also received 324 calls. The average ringing time was 4 minutes and 25 seconds with an average duration of 1 minutes and 20 seconds although the longest call lasted more than 10 minutes. Having seen that you had a telephone appointment with the GP, our admin team sent you a text on 6th December at 13.22 to clarify this and to ensure we had not misunderstood your requirements. I note you contacted the Practice today and was answered within a few minutes. You spoke with Jessica, one of our receptionists. I can confirm that she sent your request to the doctors working today. Please be assured that we are doing our best to provide care to all patients with varying health needs. Many thanks, Anna Morton, Avon Valley Practice