Mountwood Surgery
Rickmansworth Road, Northwood, Middlesex, HA6 2RGContact details and opening times
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Reviews
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Review titled very bad experience at Physiotherapist Appointment
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2024
The physiotherapist was late by 15 minutes for the appointment. While I understand that delays can sometimes be unavoidable, I was not given any explanation or apology for this delay, which I found quite unprofessional. Throughout the appointment, I found the physiotherapist's demeanour to be disconcerting and unsettling. Her facial expressions and tone of communication were quite dismissive and made me feel uncomfortable and unwelcome; and that my concerns were not taken seriously. Additionally, she seemed unprepared for the appointment. She was reading the notes on my medical record during the appointment rather than preparing ahead of time. This lack of preparation was evident and contributed to my feeling that the appointment was not conducted in a professional manner. Moreover, she did not explain properly the purpose and scope of the appointment or what the session would entail, leaving me feeling confused and unsure of what to expect. Additionally, she failed to proactively inform me that the scope of the appointment was only partial and did not cover all musculoskeletal areas of my concerns. This lack of communication left me feeling that my health issues were not adequately attended to. In addition, I observed that the physiotherapist did not ask appropriate questions relevant to my concerns, which further contributed to my dissatisfaction. I was also troubled by the physiotherapist's inappropriate comments on unrelated medical records and the dismissive remarks made regarding my additional requests on the "Patches Form". These actions were not only irrelevant but also made me feel unheard and disrespected. As a patient, I believe that clear communication, professionalism, and respect are essential components of any healthcare interaction. Regrettably, these standards were not met during my recent appointment.
Visited June 2024
Review titled Mountwood Surgery
Replied on 16 July 2024
Dear patient Thank you for taking the time to provide this feedback. Mountwood Surgery is disappointed that that any of our eleven thousand plus patients should have a bad experience with any of our clinical or administrative staff, and therefore take any negative feedback seriously. Our physiotherapist appointments are scheduled for twenty minutes, to allow the session to focus on the immediate concerns of the patient. This twenty Sometimes this time allocation is insufficient for some patients, as their health problems may require more time. In such circumstances, another appointment would be required, as extending the session with one specific patient will have a knock-on impact to the following patient appointment. I apologise if this opportunity to provide a further session was missed. The team will take this feedback into consideration as a lessons learnt, to improve future care. We pride ourselves that Mountwood Surgery put patients our first with a commitment to quality of care: striving for excellence and safety in all aspects of care. I am sincerely sorry that Mountwood Surgery has let you down on this occasion. Chris Bateman Practice Manager Mountwood Surgery Mail: c.bateman6@nhs.net
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 08 March 2024
Another excellent experience today, phoned surgery this afternoon, Doctor called me back by 6pm, reassured me, the Dr is very experienced, knowledgable & compassionate. In the last 30 + years I have been lucky to have excellent service from Mountwood. I would highly recommend them.
Visited March 2024
Review titled Mountwood Surgery
Replied on 16 July 2024
Dear patient Thank you for this feedback, albeit somewhat late in this response, for which I apologize. Mountwood Surgery strives to put our patients at the heart of the care provided. Your kind comments will be share with the team. Chris Bateman Practice Manager Mountwood Surgery Mail: c.bateman6@nhs.net
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Review titled Impossible to obtain an appointment
Rated 1 star out of 5
by Jan Constable - Posted on 05 April 2023
A skin problem for over 4 months, used internet NHS and pharmacy remedies without success so Pharmacist recommended surgery. Cannot access appointment by using 'patches' which does not allow access to 11am appointments service and has incorrect instructions. Telephoning the surgery today was equally unhelpful. I can only assume that the practice expect patients to pay for private consulation or present at Mount Vernon Hospital. No method of contacting practice to give feedback at all or telephone consultation. Staff polite on the phone and clear no help can be given.
Visited April 2023
Review titled Mountwood Surgery
Replied on 16 July 2024
Dear Ms. Constable Thank you for your feedback. I apologize for this late response, as there has been a transition of management roles at Mountwood Surgery, that prevented a prompt response to your feedback when it mattered to you in April 2023. I am sorry that you have had difficulties with PATCHS. I have made a note of your concerns as input to our review of PATCHS utilization, and improvements to the service that could be possible. Again, I apologize that you were not successful in your telephone communication with the surgery in April 2023. If you feel that the service provided by the clinical and administrative staff at Mountwood Surgery has not improved, then I would welcome your feedback. Chris Bateman Practice Manager Mountwood Surgery Mail: c.bateman6@nhs.net