Eastfield House Surgery
6 St. Johns Road, Newbury, Berkshire, RG14 7LWContact details and opening times
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Reviews
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Review titled Regarding Anima Health Service
Rated 2 stars out of 5
by Anonymous - Posted on 16 July 2024
I phoned my surgery today to arrange an appointment to see my doctor. The booking for this appointment took the better part of half an hour. After going through a phone menu service that seemed to do everything possible to encourage me to hang up, I finally got through. I was told the only way to book a doctors appointment was through the Anima online system. To access this system, I would have to complete registration through a complicated and daunting registration system. Fortunately, as I had accessed the service previously, I was able to login straight away. I proceeded to attempt to book an appointment. I was taken through a multiple page questionnaire that took me through multiple questions, some of which were quite difficult to answer. At multiple points through this process, I again considered giving up. The uploading of photos failed multiple times before they were accepted. Completing this form required a certain level of literacy and IT ability to complete. It left me wondering how the NHS could overlook a system with such poor accessibility. My wife is dyslexic. Many of my more senior family members would not be able to use the IT systems required to book an appointment. Some of them don't even have smartphones or computers. None of them would be able to access their doctors with this service as they would either be unable to answer the questions or would lack the tools/knowledge to use them. Even for me, the system caused anxiety and almost caused me to desist seeking help. They never would have made it to the end of the questionnaire. Some would never have made it past the registration. Previously, they would have been able to access their doctors through a simple verbal phone conversation. Now they have nothing and are completely dependant on finding someone else to help them use the webpage and share personal sensitive medical information with. How could this even begin to be acceptable? I find this highly discriminating and exclusionary against people less able who need urgent assistance. Please provide an alternative booking system with urgently as there will be many people requiring urgent medical assistance who are unable to access their GPs.
Visited July 2024
Review titled Eastfield House Surgery
Replied on 22 July 2024
Dear Patient I am sorry that you have had a difficult experience while trying to request an appointment with your GP. Your feedback is important in helping us identify areas that need attention and implementing changes to benefit all of our patients. The welcome message on our telephone system announces that our appointment system has changed and if you would like an appointment with a GP, and have access to the internet, please visit our website and use the Anima button to register. If you do not have access to the internet, please stay on the line. This message is within the first 30 seconds of someone calling the surgery. If a patient does not have access to the internet or has difficulty processing a request themselves, our reception team are very happy to process a request on the patient’s behalf. This does mean that the receptionist must ask the patient some personal questions about their particular problem. Alternatively, we do have a paper form that patients can complete which is available from reception on request. Our appointment system changed on 26th September 2023 to improve access for patients and manage escalating workload and demand. NHS England have encouraged GP practices to adopt online consultation platforms such as Anima. This is a triage system which involves taking more details from our patients about the reasons they require an appointment. This information is then used by the triaging doctor so the most appropriate appointment can be arranged. This has been shown to be highly effective in reducing wait times for routine and urgent appointments, ensuring urgent cases are seen on the same day, and ensuring efficient and appropriate use of all our clinical team. I do hope you were satisfied with the outcome of your appointment request and were given an appropriate appointment with a clinician. We continue to work with the development team within Anima and give them feedback from our patients. We have let them know that some patients find the forms lengthy to completed and they are working closely with clinical teams to try to streamline this process. Anima is working extremely well in practice, and we continue to receive much positive feedback from both patients and staff. Incoming telephone calls have reduced from 7,435 inbound telephone calls in the month of June 2023 to 4,981 in the same period in 2024 which has freed up the phone lines for patients who are unable to use online services. I note that you have left an anonymous review. If you would like us to investigate the issues you have raised in more detail, please do not hesitate to contact us by calling 01635 41495 or using the ‘Message’ icon to contact the practice icon on our website. Regards Liz Pope Practice Manager
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Review titled Impossible
by Jason - Posted on 31 May 2024
I need pain relief for a long term wrist injury which infrequently flares up, but when it does, it happens fairly sudden, is super painful and restricts my daily routines severely. I have been prescribed pain relief a few times for this. Trying to convey this to the practice is impossible, pushed from pillar to post with no resolution, not able to talk to anyone from the surgery. Was offered 10 minute phone appointment on 14.06.24. What good is that to me, I need pain relief now. Its like you're forcing people to go to A&E (I wont be.) Its absurd. Will have to source pain relief from somewhere else.
Visited May 2024
Review titled Eastfield House Surgery
Replied on 03 June 2024
Dear Jason Thank you for providing us with some feedback about your experience of Eastfield House Surgery. I am sorry that you feel we have not addressed the pain you experience from time to time, following a long term wrist injury. We understand that chronic pain can be debilitating and I would like the opportunity to investigate the issues you have raised with a view to offering you a sooner appointment. Unfortuantely I have not been able to find you on our clinical system when searching by your christian name, and an appointment on 14th June 2024. I would be grateful if you could make contact with me directly. I look forward to hearing from you. Liz Pope Practice Manager
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Review titled Booking now impossible
Rated 1 star out of 5
by Anonymous - Posted on 13 May 2024
I tried to book an appointment today online but get a message saying "online appointments unavailable". So I called the surgery only to be told that booking appointments can only be done online. I have a pretty urgent request and am undergoing post cancer treatment, but am left with no solution and no ability to speak to anyone?
Visited May 2024
Review titled Eastfield House Surgery
Replied on 13 May 2024
Dear Patient Thank you for your feedback on your experience with booking an appointment this morning. Our online triage system opens at 7.30 am each week day. If you tried to access the system before this time you would have have received a message to say that the system was unavailable but I can confirm that is it currently open and working well. I have spoken with our reception team this morning to ask if any patients were having difficulty with accessing the online system. We are aware of one patient who was having difficulty and the receptionist has processed the patients request on their behalf, as we would do with any patient who is unable to access our online system themselves. As your request is anonymous I am unable to contact you directly, but I would be grateful if you could phone our receptionists who will be happy to process your request on your behalf. Kind regards Liz Pope Practice Manager
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Review titled Not able to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2024
Chasing an appointment for an ear infection for days now and there is no availability. I wish there was a channel to state your issue and let a doctor decide if you need an appointment, but there is no such a triage in Eastfield surgery. Not sure why NHS doesn't do something about it.
Visited January 2024
Review titled Eastfield House Surgery
Replied on 01 February 2024
Dear Patient I am sorry to hear that you have an ear infection and were unable to get an appointment at our surgery. We have been using an online triage system for GP appointments since 25th September 2023 and we have been able to successfully triage many patients for the minor illness that you describe. I would be grateful if you could make contact with the surgery if you are still experiencing symptoms of an infection. Alternatively, you can also visit a local pharmacy to be treated for 7 minor illnesses which includes an ear infection. The local pharmacies are able to prescribe antibiotics if required. With best wishes Liz Pope Practice Manager
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Review titled Terrible receptionists
Rated 2 stars out of 5
by Anonymous - Posted on 30 January 2024
I am so tired of the way the receptionists here speak to people. I luckily do not have to contact the GP regularly, however I cannot remember the last time that I did and didn't have a condescending, unempathetic and downright rude receptionist at this practice take my call. The reviews on here and everywhere else say the same, and have done for years, so the replies from the surgery saying the staff receive 'regular training' are complete lies, or the training itself is terrible. I called today about my anti-depressant prescription and I was halfway through explaining the situation and the receptionist completely cut me off and asked for my date of birth. How difficult is it for someone to finish listening to what someone's saying before butting in because they clearly do not care. All patients deserve to be treated with respect and I can't understand why someone who is lacking in empathy would take on a job where they are dealing with people in potentially upsetting circumstances. Not leaving my name as there is no point in being contacted by the surgery about the review, as mentioned above, many reviews over the last few years say the same and nothing has changed.
Visited January 2024
Review titled Eastfield House Surgery
Replied on 01 February 2024
Dear Patient I am sorry to hear that you found our receptionist to be rude and unempathetic when you called the surgery. This is not how we want our patients to feel and I would be grateful if you could contact me directly so that I may investigate your concerns further. I would like to reassure you that our receptionists do receive training for their role, and do receive many positive comments for the help and support they provide our patients with. I will be discussing your review with our reception team but would be grateful if you could contact me directly so that I may investigate this incident further. All calls are recorded and I would like to listen to the call recording to identify which reception member you found to be rude. I would be grateful if you would email me your contact details via our secretaries email address: bobicb-bw.eastfieldhouse@nhs.net. With best wishes Liz Pope Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
On 1st December I had a serious cough alongside deep bubbling sounds and wheezes from my lungs. It had worsened over the course of a week. I was refused contact with a doctor and told that 111 was the appropriate course of action. This is no surprise as it is impossible to get an appointment 99% of the time. Not for anything. I continued to deteriorate during Saturday and was getting really unwell. Breathing was becoming very uncomfortable. I was seen on the Sunday by the on-call doctor. He listened to my chest and said that I had bronchitis and that antibiotics were definitely needed. The on-call service should be for unforeseen illness, not to pick up the slack and poor patient care that is the situation at Eastfield House. An obvious case of a routine illness needing a timely appointment. There is simply no care available. Getting unwell is not safe position to be in, given the circumstances.
Visited December 2023
Review titled Eastfield House Surgery
Replied on 07 December 2023
Dear Patient I am sorry that you have had difficulty making an appointment with a clinician at the surgery when you were feeling so unwell. I hope you are now feeling better. On a day to day basis we have an allocated number of appointments for urgent on the day cases, however once our capacity has been reached, patient's are directed to NHS111 who will provide access to healthcare. The NHS111 service is there to support patients and practices for acute illnesses when the GP practice's are closed, and for when capacity has been reached at the GP practice and no further GP appointments are available. If you would like to contact me directly, I will be able to look into your particular case in more detail. With kind regards Liz Pope Practice Manager
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Review titled Anema booking useless
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2023
Just another excuse to not have to deal with patients, can't get access to book an appointment using this rubbish system. Some people have busy lives and while feeling unwell just have to get on with work,childcare whatever. Do they really think the surgery is that holy now that the community has to queue up around Newbury with the hope of catching a glimpse of the Dr, like the pope? Maybe if we do we will see a miracle! Yes, that miracle would be an actual appointment to see the Dr before body parts start falling off. Utter rubbish! Thanks for making everyones lives so much harder, i'm sure the practice can now sit back and relax as they dont need to speak to any annoying locals any more, have a cigar on me!
Visited November 2023
Review titled Eastfield House Surgery
Replied on 29 November 2023
Dear Patient Thank you for your comments. Our new GP appointment system was introduced so that appointments can be allocated to patients based on their clinical need. The system allows all appointment requests to be reviewed by a GP and allocated appropriately. Since introducing our new appointment system, the wait time for a routine appointment has reduced from 6 weeks to less than 2 weeks. We are sorry that you have had difficulty with the new system but as you have posted anoymously, I am unable to look into the issues that you have experienced. If you would like to contact me directly, I would be very pleased to investigate this for you. Liz Pope Practice Manager
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Review titled Not fit for purpose
Rated 1 star out of 5
by Practice not fit for purpose - Posted on 06 November 2023
Tried to make appointment in the morning on the new system on line will not let you login ,so l phoned to talk to somebody after 40 minutes wait I was told you can’t login again till after 1.30pm still wouldn’t let me login so I phoned the practice again waited another 50 minutes asked every question except my shoe size still didn’t get a appointment told bye the receptionist they have to many patients so they said they would get back to me ,so no further forward ,no wonder so many people are going to hospital ,they think this is progress
Visited November 2023
Review titled Eastfield House Surgery
Replied on 09 November 2023
Dear Patient I was sorry to hear that you had difficulty logging into our new Anima triage system, and after a long wait on the phone, you were unable to access an appointment. Our telephone system allows patient's to request a call back so they do not have to wait on the telephone. If you chose to do this, you will maintain your place in the call queue and our receptionist will call you back. With regard to our receptionist asking you a varienty of questions when processing your appointment request, this is to establish the most appropriate appointment and urgency of your particular situation. I note that you were told someone would get back to you. If this has not happened, please do not hesitate to get back in contact with us. I would like to assure you that we take all feedback seriously and I will discuss your comments with our staff. With best wishes Liz Pope Practice Manager
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Review titled Anima system
Rated 2 stars out of 5
by L Lloyd - Posted on 21 November 2023
Have used the anima system twice and I’m not impressed, I try to book an appointment for my son, I have followed all the instructions to set up my children as dependents but get told that I have submitted the appointment for myself when I get a call back from the doctor. I select my child’s name when doing this but it doesn’t seem to want to book it for my child. Apparently according to the receptionist I’m the only one that this is happening to so they can’t book an appointment. Also when I go onto the system at 7.30 or at 1.30 when they tell you to as it won’t take request’s unless it’s at these times it sometimes still won’t take requests. I get told by the receptionist that the doctor has to switch on the requests so this can happen between any time of 1.30-2.00 so keep checking… but they switch it off when all the appointments are fully booked. So if you miss the slot then I guess that’s your bad luck. So I miss the slot because I have to tend to my children, then I miss it again because I logged in and the doctor hasn’t switched on the system… and I didn’t have time to check it within the next half hour, it’s bonkers. I wanted to complain to the practice manager, but she doesn’t take calls just suggestions that you can submit to the practice. How nice for her to take suggestions while the receptionists take the flack. I am honestly at my wits end. I try not to get annoyed but it’s really difficult.
Visited November 2023
Review titled Eastfield House Surgery
Replied on 05 December 2023
Dear Ms Lloyd Thank you for providing feedback about your experience with our new appointment system, Anima on 27th November. I have spoken to our reception manager about the problems you were having when trying to submit a request for an appointment for your son. She remembers speaking to you on 27th November and was able to offer you an appointment with Dr Featherstone, while she investigated the issues you were having. Our reception manager asked you to provide a screenshot of the problems you were having with Anima so we could investigate this further, and discuss your issue with the technical team at Anima. We are not aware of any other patients experiencing the same problem that you describe. To date we have not received the screenshot from you but would be grateful if you could provide this. I am sorry that I was unable to take your call when you requested to make a complaint to me directly. Our practice policy is to ask patient’s to put their complaints in writing so that it is in their own words and includes the key points that they would like us to address. This allows us to time to investigate all of the issues in full. All complaints are taken seriously and discussed in our monthly Governance Meeting to see if there are any learning points for the practice. If you would like to discuss your particular concerns with me further, please contact our Reception Team on 01635 41495. Regards Liz Pope, Practice Manager
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Review titled Anima!!!!
Rated 4 stars out of 5
by Lesley Beal - Posted on 19 October 2023
Anima is a total waste of time for me. Feeling quite poorly at the minute. Tried to navigate through the anima system with no luck. I phoned the surgery and the receptionist was very pleasant and stated that I should call back at 1.30pm when she'd be able to request an appointment on my behalf. I called back., speaking to a different receptionist who wasn't pleasant at all. The anima system has had me in tears
Visited October 2023
Review titled Eastfield House Surgery
Replied on 09 November 2023
Dear Patient Thank you for taking time to provide us with feedback about your experience with our new appointment system, Anima. I am sorry to hear that you have had diffiulty using the Anima system, particularly when you were feeling so unwell. We have been working with the Anima development team, to feedback our patient's experience of Anima, and it would be useful for us if you could provide some further detail on the problems that occured. We have received a lot of positive feedback from patients about the Anima system so it is important for us to understand where things are not working well. I am also sorry that you found our receptionist unpleasant when you called. As you know, all calls are recorded and I would be grateful if you could provide me with date, time and telephone number you called from to enable me to investigate this further. I look forward to hearing from you. Liz Pope Practice Manager