Island City Practice
Nutfield Place, Portsmouth, Hampshire, PO1 4JTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Physio therapy!
Rated 3 stars out of 5
by Katherine Balestrini - Posted on 16 March 2023
Went for ‘physio’ he didn’t even take his coat off let alone look at where the problem with my shoulder was. Wanted to print off the online NHS pages and send me on my way! This was not ‘physio’ it was disgusting
Visited March 2023
Island City Practice has not yet replied.
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Review titled Reception team are so rude
Rated 2 stars out of 5
by Anonymous - Posted on 23 March 2023
I understand that it is stressful times for a gp receptionist… I have been a receptionist in a busy hotel and I am a first line advisor for gas & electric company in the cost of living crisis. So believe me, I understand the pressure however I can not emphasise how important great service is in this kind of role and how much it is lacking with one of the female individuals at lake road practices reception I suffer with some health issues which have had me referred to the hospital but prior to this and whilst waiting for my referral I have had to call GP many times as my health issues lead to infections/ loss of sleep/ helplessness. The receptionist I’m talking about in particular, each time I’ve spoken with her, speaks down to you, tells you you can’t have an appointment and has even promised a call back around my condition on 16/03/2023 - I am still waiting for the call back- and Infact have to call back my self today because I am now suffering with an infection of the body as a complication. This level of service is really not good enough.
Visited March 2023
Review titled Island City Practice
Replied on 23 March 2023
Thank you for letting us know that your telephone contacts with one of our receptionists have been unsatisfactory. I was sorry to read of your experiences and thank you for drawing your concerns to our attention. All our staff are well trained, but we acknowledge that sometimes communications could be handled differently and there is often room for improvement. I note you have posted anonymously but I would be happy to investigate fully if you would contact us directly. Our email address is j82085.sms@nhs.net. We do use complaints as learning lessons for our staff, and will include the content of your review in one of our forthcoming sessions, regardless of whether you contact us directly. Thank you once again for your feedback. Ann Turner Practice Manager
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Review titled Misinformation and distress
Rated 1 star out of 5
by Stephen - Posted on 14 February 2023
Called the surgery to get a confirmation certificate following the death of a parent in a nursing home - advised that although GP was on leave another member of team could handle it - three phone calls later to check have now been advised we need to await return on GP or get the Coroner to confirm death - meanwhile parent cannot be cremated and death cannot be registered with the Registrar. When dealing with grieving family the correct procedures and information should be readily available when calling the main reception or the call should be transferred to someone who does know especially since waiting to connect with the surgery from the telephone queue usually takes upwards of 45 to 60 minutes.
Visited February 2023
Review titled Island City Practice
Replied on 15 March 2023
We are very sorry for the family distress that has been caused by the complex and unusual circumstances of this case. Sadly delays in the completion of medical certificates were caused by a third party outside of our control. We have been in regular contact with the family to support them through the process. We are currently updating our website to include a simple guide to the legal obligations we have when completing paperwork to aid understanding for future families. We would like to thank you for your feedback as it is only through receiving feedback such as yours that we can improve our services and plan to remedy any problem areas. Ann Turner, Practice Manager
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Review titled Telephone manner
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
I contacted the surgery today to inquire if they had seen the results of my telephone consultation with a GP earlier in the week. After waiting over half an hour for my telephone call to be answered I was informed there are no face-to-face appointments as yet. I was then told that they would contact me as and when there are face-to-face appointment available. I enquired as to how long that could be as I was going to be visiting family and was told that it would probably be after that which is actually in February, I was told that they would be in touch and it is as it is. I found the person very unsympathetic no empathy and a very abrupt telephone manner just felt I needed to let the surgery know of this behaviour. Thank you
Visited January 2023
Review titled Island City Practice
Replied on 15 March 2023
Dear Patient Thank you for letting us know that your telephone contact with the surgery was unsatisfactory. I was sorry to read of your experience and thank you for drawing your concerns to our attention. It is only through receiving feedback such as yours that we can improve our services and plan to remedy any problem areas. All our staff are well trained, but we acknowledge that sometimes communications could be handled differently and there is often room for improvement. We do use complaints as learning lessons for our staff and will include the content of your review in one of our forthcoming sessions. Thank you once again for your feedback. Ann Turner Practice Manager
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Review titled Shockingly disgraceful
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2022
Since the merge with island practice, it’s become a shambles. Can’t get to speak to a person, let alone a GP. Nobody replies to e-consults within the stated 72hrs, no appointments available (face to face or telephone consults) and endless repeat prescription errors. I’m Honestly at my wits end since the merge. If I could find another practice, I would but they all seem to be the same now since covid.
Visited December 2022
Island City Practice has not yet replied.
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Review titled lake road practice not so good at moment
Rated 2 stars out of 5
by mrs s cowlishaw re mr a porter - Posted on 21 December 2022
my son needed to talk to gp regards to an ear leak problem was told there was no treat ment for it as it was viral and told to call back if no better we did this and was told a call back wont happen as thay reached there conpasaty and couldnt ad him to the list to talk to a doctor we wear told from chemist it was an infection and needed treatment from gp but gp was havening none of ending up at st marys treatment cente for nearly 4 hours to be told the ear was affected then perperated ear drum this doctor had said if this was treated the first place in stead of being left with nothing this wouldnt of happened so thanks to my surgery for take in no notice of me when i needed to be dealt with i hope this surgery inproves it self and treat patients better
Visited December 2022
Island City Practice has not yet replied.