Green Meadows Surgery
Brook House, Heatherwood Hospital, Brook Avenue, Ascot, Berkshire, SL5 7GBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great Practice Poor Receptionsit
Rated 5 stars out of 5
by Anonymous - Posted on 27 November 2023
Recently visited the surgery, Doctors great but the receptionist was very abrupt and borderline Rude. I witnessed 2 patients being told in a very abrupt manner that there was no help available at the surgery at this time. One of them being a very elderly gentleman, who was clearly distressed.
Visited November 2023
Review titled Green Meadows Surgery
Replied on 29 November 2023
Dear Anonymous, We are sorry that you have had cause to leave this feedback and we would appreciate it if you would call the Practice, using Option 3 and asking to speak to the Complaints Manager if you would like to discuss the matter. Kind regards Green Meadows Management Team
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Review titled Excellent meds. review
Rated 5 stars out of 5
by Mr Richard Ayling - Posted on 06 July 2023
: I was sent a text to fill in an e consult form to trigger my annual medication review. I received an answer by e mail within 24 hours and a booked phone appointment about a month later. The phone appointment took place on time and was very thorough. The clinician was well informed about my medical history and we had a very helpful telephone consultation about which medication I should be taking. The whole process was efficient and reassuring and I am very satisfied with how she handled the conversation in a both friendly and professional fashion. Exemplary. Many thanks.
Visited July 2023
Review titled Green Meadows Surgery
Replied on 12 July 2023
Dear Mr Ayling, Thank you for your very positive feedback. It is very encouraging to hear about your good experience and that the systems we have in place work so well. The Practice takes great pride in aiming to deliver high quality patient care so it is always a pleasure to hear about positive patient experiences and that you found the surgery team to be helpful and supportive. Kind Regards Green Meadows Management Team
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Review titled Huge improvement
Rated 4 stars out of 5
by Sarah Tysoe - Posted on 19 April 2023
Have to say my recent experience with a recurring problem over past 6 weeks has been very positive - each time I have had to go through the e-consult process I have had a call back the same day and also seen the Doctor the same day who has been extremely thorough and helpful. Cannot thank Greenmeadows enough for support and care over a difficult patch. They have gone out of their way to be helpful and its such an improvement over past experiences there which have at times been frustrating. Good service.
Visited April 2023
Review titled Green Meadows Surgery
Replied on 20 April 2023
Dear Sarah, Thank you so much for taking the time to post your comments. We are delighted that you have been pleased with the care you have received recently. We pride ourselves on aiming to deliver the best service possible and this is exactly the experience we hope to give to all our patients. Kind Regards, Green Meadows Management Team
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Review titled Left without nedication
Rated 2 stars out of 5
by Ria - Posted on 04 April 2023
I normally have a call for the last 6+ months for controlled medication. This was due today unfortunately I recieved no call after few phone calls discovered the person due to call me was on hoilday therefore I didn't get my 4 weekly medication.I am totally disgusted being treated this way as a patient!I finally got a out of hours phone call from a doctor to grt a emergency supply from Brants Bridge. But this is by no means acceptable! Therefore I am seriously considering changing my surgery!
Visited April 2023
Review titled Green Meadows Surgery
Replied on 12 April 2023
Dear Ria, We are very sorry that you have had cause to provide this feedback. Unfortunately as we cannot identify the patient we are unable to comment in specific terms or provide any detailed feedback to this particular matter. If you would like to contact the Practice we would be happy to discuss your concerns in more detail. Kind Regards Green Meadows Surgery Management
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Review titled poorly run
Rated 2 stars out of 5
by WAGDY GEORGE REZKALLA SAAD - Posted on 27 January 2023
I have been trying to get not F2F consultation for my wife , only e consultation , whenever I put the diagnosis Fibromyalgia for medication review , will be directed to 111 She is in pain and suffering what else can she do ?
Visited January 2023
Review titled Green Meadows Surgery
Replied on 31 January 2023
Dear Mr Saad, Thank you for taking the time to post your comments we are sorry that you have had cause to provide this feedback and take all comments and feedback seriously and welcome any opportunity to improve our service. When you are rejected by the e-consultation service please call the Practice and speak to a member of the reception team as we do have a process in place for patients who are either rejected by the system or are unable to use the e-consultation service. Kind regards Practice Management Team
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Review titled Issues resolved with care
Rated 4 stars out of 5
by Zoe Lockett - Posted on 14 January 2023
Having had a poor experience with getting test results and booking an appointment the assistant practice manager called and took real ownership of the problems. Everything was dealt with personally and credit where credit is due it is all sorted out now. Issues happen, it is how they handled that makes me think this is a practice worthy of a good rating now.
Visited January 2023
Review titled Green Meadows Surgery
Replied on 18 January 2023
Dear Zoe, Thank you for taking the time to post this positive review and kind words following your telephone call with a member of the Management Team. We are pleased that on this occasion we have managed to resolve the enquiry to your satisfaction. Many thanks Green Meadows Management Team
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Review titled Can we help you Greenmeadows?
Rated 3 stars out of 5
by Anonymous - Posted on 11 April 2023
I know all GP surgeries are suffering from challenges and a lot may be due to shortage of GPs but patients are finding it difficult to access the care they need. We, the patients, can't see what is causing the difficulties. We might not have spare GP's but within our community there are a lot of people with differing skills, some which may be prepared to help the Practice which plays such a critical role in our community. Is there something the community can do to support Green Meadows or help in some way? Is there Patients Representative we can reach out to to discuss?
Visited December 2022
Review titled Green Meadows Surgery
Replied on 02 May 2023
Dear Patient, Thank you for your feedback. If you would like to reach out to our Patient Participation Group please email them directly on info@greenmeadowsppg.org Kind regards Green Meadows Management
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Review titled Absolute Joke
Rated 1 star out of 5
by Lisa Michelle Massey - Posted on 06 December 2022
I find this surgery horrendous. 8 weeks ago I was suffering an acid stomach issue and could only get a call from them in two weeks and on the day of the call they decided I needed a face to face appointment. The only day they could give me I was out of the Country so basically told tough luck. I actually sat at the end of th phone and cried I was so fed up. Today I requested a prescription for beta blockers for anxiety and told I couldn't have them but not even offered an appointment or call. Just told to fill in online and then you get told the doctors will contact you within 24 hours. You know at this point you will be lucky if you get a call within two weeks which is pointless when you have run out of your medication. For someone that suffers anxiety this lack of help just makes things worse and gives you more worry. I cannot believe that this customer service is being allowed there are so many horrendous reviews of this surgery.
Visited December 2022
Review titled Green Meadows Surgery
Replied on 12 December 2022
Dear Lisa, Thank you for taking the time to post your comments and we are sorry that you have had cause to provide this feedback, which we take seriously and welcome any opportunity to improve our service. Use of the e-Consult or another alternative online system is part of the GP contract. Compulsory digital services in General Practice are part of the government’s Digital First Primary Care agenda for the NHS so there is no escaping an increased involvement in IT when accessing GP surgery services. We launched e-Consult in December 2021 due to the increasing demand and the overall aim of e-Consult was to encourage patients to use the service in a responsible manner with the hope that it would reduce the level of phone calls coming into the surgery, thus enabling our reception staff to help other patients in need. All online e-consultations are triaged by our Acute Care Team to ensure that we give priority to our most unwell patients rather than using a ‘first come, first served’ process. Your e-consultation was received and triaged on the same day, and a GP consultation was booked for a week later. The GP felt it prudent that that you had a Face-to-Face appointment based on your symptoms and this was booked for a couple of days later. You were subsequently called by the GP on the date of your initial consultation as you had confirmed that you could not attend the Face-to-Face appointment that had been booked, this telephone call resulted in an onward referral. Your second e-consultation was to request medication which required a consultation with a GP due you not having requested this specific medication for more than 12 months and you received a text message the same day confirming an appointment 6 days later. The response patients get when submitting an e-consultation is automated and sent from the e-consult website telling you that the Practice will respond within 24 hours, not that a GP will contact you within 24 hours, getting the text message confirming the details of your consultation is the Practice’s response to your e-consultation. If you would like to discuss this in more detail, then please contact the Management Team.
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Review titled Really poor service
Rated 1 star out of 5
by Zoe Lockett - Posted on 12 January 2023
I had some tests done back in September and after several months of chasing for some sort of news I have finally been told by Frimley that my GP needs to go over the results with me. Why they have a results section on the app remains a mystery that only Sherlock knows the answer too. Greenmeadows have apparently looked at the results but decided not contacted me at all, so thank you for 4 months of worry and still no conclusion. I've now tried to book an appointment to see the GP to get my results and understand the practice has to use econsult for appointments, but it saying the service is not available after 1pm, which is not helpful when you go in at 1130am and still cannot book an appointment. Hands down worthy of a minus rating.
Visited December 2022
Review titled Green Meadows Surgery
Replied on 18 January 2023
Dear Zoe, Thank you for taking the time to post your comments and make us aware of the difficulties you have experienced. A member of the Management Team will contact you regarding this. Many thanks Green Meadows Management Team
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Review titled eConsult is broken
Rated 1 star out of 5
by Anonymous - Posted on 18 November 2022
Patients can no longer make appointments over the phone and we are directed to their eConsult service that has extremely limited illness options to choose from - you cannot progress your application on some screens without picking a symptom that is totally unrelated to your illness. If you manage to get through to the end of your eConsultation and submit your form, you are then texted by the surgery advising you that your phone appointment with the Doctor is in 2 weeks time. What good is that to anyone? I now just call 111 instead (I inform them of my symptoms with the same information provided on the eConsult form) and place a heavier burden on the wider NHS, I am usually seen on the same or next day and usually by a GP at Green Meadows surgery! Why does the Surgery even exist? If this was a one off I could understand… but this has now happened to me and other family members (in the same household) on numerous occasions now. Don’t waste your time filling n a nonsensical form that pro actively works against you - simply call 111 it’s quicker, easier and you get seen by the surgery on the same day most times. In the interests of fairness I do have to say that the GPs, Surgery staff are all fantastic people! They too (in their own words) are frustrated and feel let down by an unworkable, anti-patient, online triaging system. Please please please listen to your patients and either go back to letting us call for appointments or put in a system that actually works with your patients, is user friendly, accessible to all (especially the older generation) and that actually delivers the timely and credible service that your patients deserve. Yes, I’m anonymous as you don’t need to know who I am to fix a broken system.
Visited November 2022
Review titled Green Meadows Surgery
Replied on 12 December 2022
Dear Patient, We are sorry that you have had reason to post these comments. As you are anonymous, we cannot go into specific detail regarding your experience, but we can give some general information regarding the change to e-consult. As a practice that aims to provide a safe and friendly high-quality service by working together with patients and looking after our staff, we made the decision to change our appointment booking system and introduce e-Consult. Use of an online service, such as e-consult, is part of the GP contract and compulsory digital services in General Practice are part of the government’s Digital First Primary Care agenda for the NHS so there is no escaping an increased involvement in IT when accessing GP surgery services. The overall aim of eConsult was to encourage all patients to use the service in a responsible manner with the hope that it would reduce the level of phone calls coming into the surgery, thus enabling our reception staff to help other patients in need. It was hoped that patients would complete the right eConsult for their health condition or admin request and that this would be directed to the correct team and lead to increased efficiency and time saving. We appreciate that some of our older patients may have difficulties with an IT based service, and we presumed that demand on the phones would be sufficiently reduced to free up our reception team to help the vulnerable and the elderly or others who were struggling with IT. Please be assured that we have a process in place whereby our reception team will ensure that any elderly patients, patients with learning difficulties or those with no online access are dealt with and contacted by the most appropriate service. Unfortunately, our phones have remained as busy as ever as anyone attempting to call the practice will have discovered. This is due to a core of patients consistently not engaging with the service or indicating that they would struggle using it. This is by no means confined to our older patients, patients of all groups have chosen not to engage with the service and have continued to ring instead which has resulted in our phone lines being as busy as ever. As part of our Multidisciplinary clinical team, we now have a practice-based Paramedic Practitioner, who triages all incoming e-consults to ensure that the most unwell patients are assisted in a timely manner and working closely with the Duty Doctor to provide on the day assessment for acute problems such as UTI’s, sore throats, earache, cough, diarrhoea etc. We encourage patients not to enter misleading or incorrect information on eConsults to ensure their eConsult can be submitted through to us. For example, saying headache instead of chest pain and then having to answer irrelevant headache questions because chest pain would have resulted in the patient being advised to call 999 for a suspected heart attack or calling 111 if the clinical guidance is not to do so.