Camrose, Gillies & Hackwood Partnership
Gillies Health Centre, Sullivan Road, Basingstoke, Hampshire, RG22 6ERContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Rubbish Practice
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2025
Was told to use new app, New app is not fit for purpose all online consultants are noted as to busy, still cannot access GP appointments so had to use phone with ring back service which took 2 hours. Needed Kidney function test and although have letter to say it is required every year have to wait 2 weeks to speak to GP. Rubbish
Visited January 2025
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 26 February 2025
I'm sorry to hear that you did not have a positive experience with our surgery. Due to the significant pressures on the NHS this winter, including increased cases of influenza and norovirus, there are times when we need to turn off our online consultations to free up our triage doctor to see and speak to unwell patients. We have increased the number of same-day appointments to try and cope with this demand, but recognise the system as a whole is overwhelmed. The administrative options on our app, such as requesting blood tests or other queries you might usually direct to a receptionist, are available 24/7. There are times a GP may wish to review monitoring arrangements and discuss this with you. If you would like us to look into your specific circumstances, we would be more than happy to assist. Please email us at hiowicb-hsi.cghpartnership.complaints@nhs.net. We appreciate your understanding during these challenging times and value your feedback as we strive to improve our services.
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Review titled In need of help
Rated 1 star out of 5
by Laurence White - Posted on 18 December 2024
Called 111 to ask for assistance and following a review was told to get in touch and see my doctor ASAP. Told that a message would also be sent to the GP from 111. rang and waited, and waited, and waited. Spoke to a member of reception staff and explained situation. told to ring back tomorrow at 8am explained urgency again. Told to go to A & E. something drastic needs to be done to sort this GP situation out...
Visited December 2024
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 26 February 2025
Thank you for your feedback, please be assured we will look into this issue and respond to you personally. Please know that we take all feedback seriously and use it to regularly review our processes to make improvements going forwards.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 11 December 2024
For months I've been trying to see a GP. Last appointment was cancelled, a month and a half ago to a call. Been waiting since then to see the GP, today had a message that the appointment tomorrow is cancelled. My symptoms are getting more severe and soon they will be urgent, or maybe to late. Maybe that is what they one, one less patient to look after. Was trying for an urgent appointment last week as I haven't been sleeping for a month, they messaged me saying I can wait. Can I take my NI and get a private health insurance? I need help
Visited December 2024
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear patient, Thank you for your feedback, we are very sorry to hear of your experience with our practice. We would welcome the opportunity to investigate your specific case further and address any ongoing concerns. Please feel free to contact us directly at hiowicb-hsi.cghpartnership.complaints@nhs.net so we can look into this for you. Thank you for bringing this to our attention. Your feedback is extremely important as we strive to improve the care that we provide to our patients. CGHB Practice Management Team
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Review titled Not fit for purpose
Rated 1 star out of 5
by Carl - Posted on 30 December 2024
Called 111 and was told to contact my GP surgery and I needed to be seen within 12 hours. Spent 90 minutes waiting to speak to reception, explained the situation and what 111 had said and was told I didn’t fit the criteria to be seen, tried to explain further and was just told to go to A&E. This practise isn’t fit for purpose and not delivering the service they’re employed to do, simply rubbish.
Visited December 2024
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 26 February 2025
I'm sorry to hear that your experience at our surgery did not meet your expectations. We would appreciate the opportunity to investigate this further and understand what happened. Please email us at hiowicb-hsi.cghpartnership.complaints@nhs.net, and we will look into this for you.
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2024
Asked for an urgent appointment, for severe mental health issues and was given one in 6 weeks time. When I called to change that, as I cannot wait that long, I was told to call 111 if it couldn't wait. I've never been able to get through to anyone on the phone, often told I'm in a queue of 'more than 30', and I've used the 'press 1 to hold position in the queue' twice and was never called back. The one time I rang and I was 4th in the queue, I remained 4th in the queue for 90 minutes without moving in the queue. They're not answering the phones at all!!!
Visited November 2024
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear patient, Thank you for taking the time to share your feedback. We are sorry to hear about your frustrating experience when trying to book an appointment. Unfortunately, the demand for appointments is exceptionally high, and we recognise how frustrating this can be for our patients. Please know that we are actively working to improve access to care by encouraging patients to cancel appointments they no longer need, recruiting additional GPs and healthcare professionals, and enhancing our systems to make booking easier. We would welcome the opportunity to investigate your specific case further and address any ongoing concerns. Please feel free to contact us directly at hiowicb-hsi.cghpartnership.complaints@nhs.net so we can look into this for you. Thank you for bringing this to our attention. Your feedback is invaluable as we strive to improve our services. CGHB Practice Management Team
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Review titled New DrIQ App now Evergreen
Rated 2 stars out of 5
by Anonymous - Posted on 19 November 2024
After many failures with the dr iq app they have introduced a new app called Evergreen. If you thought dr iq app was bad this is worse! Awful interface and no clear instruction on how to book an appointment. Loads of health condition buttons which, to date, have never included common things like breathing difficult for example. No online help that tells you the procedure to get to speak to a person at your practice and arrange an appointment. Not everyone can spend ages typing into silly little boxes. Altogether woeful. Why do they spend all this money on IT when we just need a simple service.
Visited November 2024
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear patient, Thank you for your feedback. I am sorry to hear of your experience using our new app. We have passed your feedback on to the system developers. We are working closely with Evergreen Life to develop the app wherever possible, in line with our patient’s feedback and needs. Patients can still contact the surgery via the telephone if they wish to or can use the NHS to view test results and your medical record. CGHB Practice Management Team
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Review titled Five hour ordeal
Rated 2 stars out of 5
by Julian - Posted on 29 August 2024
Phone not being answered reliably and sometimes not at all. How do they know it’s not a case of sepsis or dangerously high blood pressure if don’t answer the phone? Surgery mostly empty when used to be packed out but next routine appointment is over a month or more away. Where have all the patients gone? Further details are in Basingstoke Gazette who kindly describe my very stressful time waiting 5 hours to get help for my wife. Heart disease and stroke is 2nd highest cause of death and despite readings over 181/114 we couldn’t get through on the phone and had to go in person for only to find surgery empty and no phones ringing. I do not believe we are being told the entire truth about the level of service. It’s not good enough but how do we change that. My opinion is one thing that might help is more nursing staff to triage calls as if don’t answer phone how do you know it’s not very serious possibly fatal. One report in Gazette is of a lady who couldn’t get an appointment for 70 days but Today I was able to get routine appointment 5 weeks from now. The level of service seems intermittent. My doctor Dr P is very good and a standup guy although I doubt will ever see again despite me having some important health issues as instead they have booked a call from a pharmacist in over two weeks from now but I had another issue which then won’t be addressed or even talked over, it seems my care will be dealt with in chucks and not holistically. The front office staff are nice and as helpful as they can but I’m left confused by the phone system. Another time they did call back after 2 hours and were helpful. So the service is intermittent. I believe they must make a public statement to address these issues and the 60 comments on Facebook in relation to the Gazette story and answers with truth and honesty and not the usual we are doing our best and we care standard meaningless answers. What next a death due to not answering the phone or booking and appointment in a timely fashion? A few years back I would rate surgery highly but not now
Visited August 2024
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear Julian, We are very sorry to hear about your experience and completely understand your frustration. We sincerely apologise for the challenges you and your wife faced when trying to reach us by telephone. Despite ongoing efforts to improve, we recognise that there are still times when patients are waiting too long to get through. To address this, we are continuing to recruit to our reception team and are working with our wider team to assist with call answering during peak times. We now include messages on our phone system to remind patients experiencing emergency symptoms, such as sepsis or chest pain, to seek immediate care via 999 or A&E, ensuring patients access the most appropriate care as quickly as possible. Regarding appointment availability and patient flow, we do see and speak with many patients throughout the day, including evenings and Saturdays. While there are fewer face-to-face appointments during lunch hours, this time allows GPs to manage vital administrative tasks such as reviewing hospital letters and documents, processing blood test results, handling prescription requests, writing referrals, and completing forms that patients require. These tasks are essential to ensure the smooth running of patient care. Our triage system is GP-led, meaning our most experienced clinicians are making decisions about who needs to be seen, when, and by which member of the team. This is designed to ensure patients with the most urgent needs are prioritised appropriately. We are actively working on improving continuity of care. To support this, we are now grouping GPs into teams so reception can offer appointments with your usual GP or another GP within that team. We know how important continuity is for our patients and are doing our best to balance this with the current demand for access, which remains very high. We are pleased to hear you had positive experiences with our reception team and your own GP, Dr P, and we want to assure you that we are working hard to provide the best service possible under very challenging circumstances. We know this is not yet perfect, and your feedback is invaluable as we continue to make improvements. Thank you for sharing your concerns. CGHB Practice Management Team
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Review titled Sadly disappointed
Rated 1 star out of 5
by Anonymous - Posted on 10 November 2023
We are requested to use Dr Iq app. For the second time, after a reply was eventually received by text, an appointment has been offered with a long delay. The first was 5 weeks and this time it is 20 days. 20 days wait for a possible infection to be checked? Crazy!
Visited November 2023
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear patient, Thank you for taking the time to share your feedback. We are sorry to hear about your frustrating experience when trying to book an appointment. Unfortunately, the demand for appointments is exceptionally high, and we recognise how frustrating this can be for our patients. Please know that we are actively working to improve access to care by encouraging patients to cancel appointments they no longer need, recruiting additional GPs and healthcare professionals, and enhancing our systems to make booking easier. We would welcome the opportunity to investigate your specific case further and address any ongoing concerns. Please feel free to contact us directly at hiowicb-hsi.cghpartnership.complaints@nhs.net so we can look into this for you. Thank you for bringing this to our attention. Your feedback is invaluable as we strive to improve our services. CGHB Practice Management Team
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Review titled Poor attitude
Rated 3 stars out of 5
by Anonymous - Posted on 19 August 2023
My sister waited for a promised call back from a GP, all day. I popped in to see her and chased this up, I was 4th in the queue for urgent calls and waited 1hr 15mins! The surgery called my sister around 6, so I ended my call. The attitude of the person who called was poor and lacked empathy. You would save time if you a read a patients notes before calling them. This person rudely asked my sister (who has MS and very fatigued) to concentrate on what she was saying, and then used the phrase’ I’m telling you …..’ No validation of my sisters feelings or understanding. So I’m telling you about it, as an observer! I did also rely at one point saying my sister has told you she is in pain, tired and fatigued due to MS be patient!
Visited August 2023
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear patient, Thank you for taking the time to share your feedback. We are sorry to hear about your frustrating experience when trying to book an appointment. Unfortunately, the demand for appointments is exceptionally high, and we recognise how frustrating this can be for our patients. Please know that we are actively working to improve access to care by encouraging patients to cancel appointments they no longer need, recruiting additional GPs and healthcare professionals, and enhancing our systems to make booking easier. We would welcome the opportunity to investigate your specific case further and address any ongoing concerns. Please feel free to contact us directly at hiowicb-hsi.cghpartnership.complaints@nhs.net so we can look into this for you. Thank you for bringing this to our attention. Your feedback is invaluable as we strive to improve our services. CGHB Practice Management Team
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Review titled Difficult to deal with
Rated 1 star out of 5
by Stewart Lacey - Posted on 25 July 2023
I have had 3 reasons to request an urgent appointment for unrelated acute conditions in the last few weeks. In the first 2 cases, I was able to get a call-back when I reached the front of the telephone queue for reception. In each case I was triaged and in the first case I was given a same day appointment with a nurse practitioner. In the second case I was offered an appointment with a physio 6 weeks later. I declined this, restating my condition. I was finally given a same day appointment, again with a nurse practitioner. Today, I had need to call again - this time I was put into a queue with no option for a call-back and that didn't seem to be getting smaller. I was eventually disconnected. The website advises patients to download DrIQ, which I have done. None of the options for consultation, self help or medication align with my issues so I have no option but to contact the surgery by phone. I do not often have cause to contact the practice but, when I do, I am reluctant to do so because the experience is so painful. I would transfer to another practice were it not for the fact that the Camrose, Gillies, Hackwood Partnership is so big that there are few alternatives left in the borough
Visited July 2023
Review titled Camrose, Gillies & Hackwood Partnership
Replied on 17 December 2024
Dear Mr Lacey, Thank you for taking the time to share your feedback. We are sorry to hear about your experience with our practice. Despite ongoing efforts to improve, we recognise that there are still times when patients are waiting too long to get through. To address this, we are continuing to recruit to our reception team and are working with our wider team to assist with call answering during peak times. Please know that we are actively working to improve the care that we provide to our patients and take all feedback very seriously. Patient care and experience is of utmost importance to us and we have discussed your feedback at our team meeting. Once again, I am very sorry for your experience and thank you for sharing your feedback. CGHB Practice Management Team