Eastfield House Surgery
6 St. Johns Road, Newbury, Berkshire, RG14 7LWContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Anima.
Rated 2 stars out of 5
by Charles Dixon Hamilton - Posted on 09 October 2023
I feel that I must air my view of Your new appointment system, namely Anima. I tried to use it this morning to get an appointment to see my Doctor for what I believe is the start of a chest infection, which is not a good thing when You are Asthmatic and classed as "vulnerable"! I was advised by Anima to either dial 999 or visit my local A&E, which I don't need to tell You is at Basingstoke, a 12 mile journey. As advised, I tried again at 1300 hrs to be told that no more requests are being accepted and to try again at 0730 tomorrow, probably to be told the same thing while my condition slowly gets worse. Why have You discontinued the simple straightforward method of ringing for an appointment? Life is complicated enough for me now without all this hassle as I was diagnosed with Parkinson's Disease last year. Anima also advise ringing 111 as an option, I tried this when my last chest infection reared it's ugly head in April and they advised me that I should go to the chemists and get some cough mixture!! On that occasion I was lucky enough to get an appointment with my Doctor at short notice and She prescribed Steroids and antibiotics which alleviated the condition very quickly. This is all I want now but find that I am unable to do that, which is very disappointing.
Visited October 2023
Review titled Eastfield House Surgery
Replied on 13 October 2023
Dear Mr Dixon Hamilton Thank you very much for your recent feedback on our new appointment system, Anima. I am very sorry to hear that you have had trouble booking an appointment using our new triage system. We have had some teething problems in the first few weeks with patients not being able to access the system which we hope we have now rectified. I note that you have subsequently used Anima on 10th October and were provided with a same day appointment with a GP. We have opted to change from our old system to a triage system as we believe this will provide better access to clinical staff, ensuring that patients are offered an appointment with the right person in the most appropriate time, based on clinical need. Please be reassured that we are monitoring progress with our new system on a daily basis and we hope that patients will see the benefits. If you have trouble accessing Anima, we invite you to contact our reception team by phone or come into the surgery in person, and they will be happy to assist you. Regards Liz Pope, Practice Manager
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Review titled Not happy with the GP
Rated 2 stars out of 5
by Anonymous - Posted on 08 September 2023
Very disappointed from the care I get from my GP, over the year experiencing the pain In my legs which sounds like circulation, not medication prescribed as she is still not sure what causing my condition. Is there any chance I can request another doctor or another opinion ? As this been going for over a year and I am scared that this condition will get worse. I need a proper treatment.
Visited September 2023
Review titled Eastfield House Surgery
Replied on 10 September 2023
Dear Patient I am sorry to hear that you are disappointed with the care you are receiving from your GP in relation to ongoing pain in your legs. We would be very happy to transfer your care to another GP in the practice. We ask patients to put their request in writing and aim to process the request within 3 working days. Please visit our website during surgery opening hours, by clicking on the envelope icon on the left hand side or by using the following link: https://www.eastfieldhousesurgery.co.uk/navigator/contact-the-practice/ Alternatively, please contact me at the practice during usual working hours. Kind regards Liz Pope Practice Manager
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Review titled Bad service
Rated 1 star out of 5
by Anonymous - Posted on 02 August 2023
Very long waiting for non emergency appointments. I been offering appointment in a middle of September. Everything that I can say this is a bad service
Visited July 2023
Eastfield House Surgery has not yet replied.
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Review titled Unable to get appointments
Rated 1 star out of 5
by Dave P - Posted on 25 July 2023
I have a shoulder problem, that I've tried to treat with ice and ibuprofen after talking to a pharmacist. That’s unfortunately not cleared up the issue, to the point that I’m not having trouble sleeping. I call today to get an appointment with somebody to help, and I’m told it’s 6 to 8 weeks for an appointment! What makes it worse, from the looks of it they are still accepting new patients, even when they can’t offer appointments to their existing ones
Visited July 2023
Review titled Eastfield House Surgery
Replied on 26 July 2023
Dear Dave P I am sorry to hear that you have had ongoing shoulder pain and appreciate that you have taken steps to manage your condition with your pharmacist. Routine appointments with a patient’s own GP can vary between 3-6 weeks however, more urgent on the day appointments can be booked with another GP at the practice, where capacity allows. We are constantly reviewing access and capacity for appointments at Eastfield House and this can vary depending on staff sickness and holiday. However, we are planning to implement a new triage appointment system in the Autumn which will allow GPs to prioritise the most urgent appointments at first contact, according to the patient needs. We will be releasing details of the new appointment system in due course. With regard to our practice list size, this has continued to grow with the ongoing housing development in our practice boundary which is not within our control. We have taken measures to install some temporary consulting rooms in our car park to allow us to improve our service by employing more clinical and admin staff, whilst working with a local developer on plans for a new purpose-built surgery. We have spoken to our ICB about the possibility of closing our patient list, but this is only permitted in extreme circumstances and for a limited period. I hope I have been able to address the concerns that you raise. Please contact me at the surgery if you would like to discuss things further. Kind regards Liz Pope Practice Manager
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Review titled Too long for an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 06 July 2023
I waited 6 weeks for an appointment. Since my Doctor retired I rarely see the same Doctor. The receptionists are great and care fine when finally get to see someone. I know the nhs is suffering difficulties but this is unacceptable. I feel for the receptionists who have to tell patients how long they will have to wait. This needs addressing urgently
Visited July 2023
Review titled Eastfield House Surgery
Replied on 24 July 2023
Dear Patient Thank you for providing Eastfield House Surgery with feedback about our appointment availability. I am sorry that you had to wait 6 weeks for a routine appointment with your GP. Routine appointments can very between 3 to 6 weeks, depending on the patients own GP availability, which can be longer at times due to annual leave. However, if a patient needs to be seen on an urgent basis, appointments are available the same day but it may not always be possible for the patient to see their own GP. We are constantly reviewing our appointment system and GP availability. We are hoping to adopt a new appointment system in the Autumn to give patients better access to our services and we will be providing details about the new system in the coming weeks. Thank you for acknowledging the good care our receptionists provide at the surgery. They work very hard to provide the best possible care and service for our patients. With best wishes Liz Pope Practice Manager
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Review titled Unbelievable
Rated 2 stars out of 5
by Anonymous - Posted on 13 March 2023
Called reception to ask where disabled parking was and was 3rd in the queue for 15 minutes and still never got my call answered so I hung up.
Visited March 2023
Review titled Eastfield House Surgery
Replied on 16 March 2023
Dear Sir/Madam I am sorry that you experienced a longer than ideal wait on the telephone to ask about disabled parking. We regularly monitor phone calls and I will investigate the issue you have raised. I can confirm that we have two disabled parking spaces in our surgery car park, which is situated at the rear of our building and is accessible via Catherine Road. If you have access to the internet, you can direct queries of this nature via our website by clickly on the message envelope on the left hand side of the screen. Messages are monitored throughout the day. I hope I have been able to address your issue. Kind regards Liz Pope Practice Manager
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Review titled Awful
Rated 1 star out of 5
by SarahW - Posted on 23 February 2023
7 week wait for an appointment with my GP (even telephone appointments). I am not 'allowed' to meet with another doctor as mine insists his patients all see him only - I have never even met him so not sure why this rule exists and all it means is that I can't see another doctor sooner. If phoning for an urgent same day appointment they go within minutes, so even if you start the phone call before the urgent slots are released, by the time to automatic message finishes you then join a queue (for me i was 8th in the queue), when I got to the front of the queue all appointments were gone. I'm then told to visit the website to book an appointment, website is down and I get 'page cannot be found'. Utterly frustrating. Absolutely baffling that this surgery is taking on more patients when they are clearly over subscribed and not enough doctors - or maybe enough doctors but not working efficiently enough. All in all an extremely upsetting experience.
Visited February 2023
Review titled Eastfield House Surgery
Replied on 24 February 2023
Dear Sarah I am sorry that you have had an upsetting and frustrating experience when contacting the practice for a GP appointment. Current wait times, for routine appointments with a patient's own GP, can vary if the own GP has holiday in the period. It is the practice policy that patients see their own GP where possible, as this ensures continuity of care and is a more efficient use of time. However, urgent on the day appointments are available with any GP when own GP is not available. In addition, our Paramedics offer on the day appointments for acute and minor illness. Unfortunately, the demand for these appointments can be higher than we can safely provide. We are constantly monitoring our appointment availability and provide GP locum cover for holiday, sickness and during busier times of the year. The demand for our service has increased in the last few years due to the number of housing developments being built in our catchment area. We monitor closely our patient numbers and GP allocations to make sure we can sustain a safe level of care to our patients. We are unable to refuse to register a patient living within our practice boundary and with this in mind, we are having regular conversations about our premises constraints with our Integrated Care Board who report directly to NHS England. We have made modifications to our practice to allow for extra consulting rooms and admin space. In addition, land has been identified for us to build a new practice on the southern side of our practice boundary, subject to NHS England approval. Once approval has been granted it will take a further two years for a new surgery to be built. In February 2022 we made an application to our ICB for two temporary clinical cabins to be installed in our car park to enable our clinicians to offer more face to face appointments. Unfortunately, despite much input from our GP partners, we are still waiting for approval. I am sorry that you experienced problems with our website and online booking service. We are not aware of any other reported incidents and the systems are working well today. I hope my response has addressed the issues you have raised and explained the steps we are taking to monitor and improve our service. I would be grateful if you would contact me directly at the practice so we can make sure your medical needs are dealt with. I look forward to hearing from you. With best wishes Liz Pope Practice Manager
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Review titled Friendly and helpful
Rated 3 stars out of 5
by Anonymous - Posted on 10 December 2022
Having to get my name changed on the system quickly for a covid pass for travel to America, both the receptionist and medical administrator were very helpful, did their best to resolve the issue and gave me assurances that they would continue to help! All sorted and my thanks to them!
Visited December 2022
Review titled Eastfield House Surgery
Replied on 03 January 2023
Thank you very much for taking the time to tell us about your positive experience at the surgery. Our staff work hard to provide the best possible service for our patients and it is very reassuring to hear when we have done something well. With best wishes Liz Pope, Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Eileen Elliott - Posted on 10 October 2022
I felt that I needed to redress the balance with the negative reviews. I rang the surgery shortly after opening time on a Monday morning I was notified that I was caller number 12 - not surprising after a weekend. I had a 10 minute wait then got through. The receptionist was extremely caring and professional and after listening to my symptoms gave me the option of an appointment or call back I opted for an appointment and was seen 2 hours later The Dr I saw was not the one I am registered with but was extremely thorough and professional Treatment and ongoing advice given What a service in a time of huge patient demand and high GP vacancies Well done Eastfield House staff you are outstanding
Visited October 2022
Review titled Eastfield House Surgery
Replied on 17 October 2022
Dear Mrs Elliott Thank you so much for taking the time to write a positive review about your experience at Eastfield House Surgery. You describe how our teams work together to provide the best possible outcome for our patients, something which we strive to do on a daily basis. It is very reassuring to know when we are doing things well and I will feedback your comments to our staff. I hope you are feeling better and thank you once more for your feedback. With best wishes Liz Pope Practice Manager