Newbury Group Practice
Newbury Park Health Ctre, 40 Perrymans Farm Road, Newbury Park, Ilford, Essex, IG2 7LEContact details and opening times
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Reviews
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Review titled Unsupported Experience Every Time
Rated 1 star out of 5
by Mrs Domadia - Posted on 23 May 2024
My experience with Newbury Group Practice left me feeling unsupported and frustrated. During my recent visit, I consulted with an Advance Nurse Practitioner who prescribed antibiotics and an ear spray for my earache. Despite diligently adhering to the prescribed treatment plan, my symptoms worsened within two days. I started getting throbbing pain in my ear, felt my tongue was swollen and started shivering. Upon reaching out to the practice for help, I encountered a disappointing response from the receptionist, who insisted that I complete another online form before receiving any assistance. Despite explaining my recent visit and the practitioner's instructions, I was still required to fill out the form. When I asked for help due to severe pain, the receptionist coldly refused. I was taken aback when I was accused of shouting when I declined to complete the form. Following that, I was offered a contact number for an urgent appointment after 5 pm. Nevertheless, due to previous encounters, I had doubts regarding the reliability of said number. When I sought to speak with a supervisor, I encountered a similar unproductive response, being directed to call 111 instead, which I believe is a misuse of NHS resources. the phone call lasted 17 minutes and 9 seconds. I reluctantly filled out the online form and received a notification confirming an appointment with a doctor for 7:00 pm from a mobile number +447307810268 as noted below: Thank you for your appointment request. A face to face consultation has been booked for you with Dr on 22/5/24 a 19.00 @ Newbury Group Practice, ig2 7le. The appointment will be for 10 minutes which limits the number of concerns the Doctor can safely address. We would appreciate your cooperation and understanding with limiting the number of concerns. Please call 0203 916 5544 between 5:00pm-8:00pm weekdays or 9:00am 5:00pm Saturdays if you are unable to attend When I arrived at the practice at the scheduled time, I was informed by the reception staff that there was no appointment scheduled in the system. She booked me a cancelled appointment with another Advance Nurse Practitioner without informing me and asked me to wait until called by the Advance Nurse Practitioner. When I inquired about my appointment being booked with a doctor as originally arranged, I was informed that I was being disrespectful to the receptionist when she was trying to help! I had to leave without being seen by a doctor The practice's lack of coordination and miscommunication has not only worsened my physical discomfort but also made me feel disregarded and disrespected as a patient seeking urgent care However, I am concerned about the elderly patients who may not have access to smartphones or lack technological proficiency. It is important for the practice to consider how they are supporting these individuals during their care How an elderly patient can afford a 17 minute phone call in vain to book appointment in today's financially challenging times
Visited May 2024
Review titled Newbury Group Practice
Replied on 03 July 2024
I was sorry to hear that you did not receive the service expected when contacting the surgery. When all of the days appointments are taken and the patients condition cannot wait, then staff are instructed to advise the out of hours hub or 111 which I understand was offered. All contacts are triaged by a GP to direct the patient to the most appropriate clinician. I apologise if your appointment was not booked however i note that you were offered an appointment with a nurse practitioner who could have helped, Nevertheless. I see that you were seen the following day by a GP. Patients who are unable to use the online triage forms are helped by our reception staff who can complete a form for them on their behalf. I hope this help you understand our triage process
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Review titled Worst practice I ever been to
Rated 1 star out of 5
by xhoana Aliaj - Posted on 26 February 2024
I’ve been to this group practice for 3 years and i always had issues with it the front desk staff is very rude and racist but i always tolerated it as the nurses were very lovely and professional but before i transferred to another gp i paid for a letter that i needed from the doctor and they told me it’s gonna be 7 to 10 working days i called on the 8th day and i was told it’s gonna be ready on the 10th day i called twice in the morning asking them for it as i really need it today but the staff was extremely rude and telling me that they have a lot of letters to do and i should wait till monday as the doctor was there i explained that i really needed it for today they told me to call later and when i called 6 hours later a very rude person told me that i just called and i should try later as they close at 18:30 it’s unacceptable horrible really to pay for something that i shouldn’t be paying and still be treated like trash from the reception team.
Visited February 2024
Review titled Newbury Group Practice
Replied on 23 May 2024
We are sorry that you did not receive the service you expected when requesting a private letter. When your doctor is asked to give medical information about you in the form of a report, letter or certificate, the request kick starts a series of processes. This takes time and is not always straightforward or simple to complete. Some of the information is not available easily and will mean the doctor has to sort and select the right information for the request. Many patients see their doctor as the embodiment of the NHS and all that it provides – free care at the point of delivery. However not all work doctors are asked to do is paid for by the NHS. This means the time and costs must be covered - staff, buildings, heating, lighting, etc - in the same way as any small business. The NHS only pays for NHS work, any work outside of the NHS must be funded by other means and this is why fees are charged.
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Review titled Worst Practice, still dont know how its rrunning!
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2023
I can never get an appointment never! Worst practice ever, they dont know how to prioritize vulnerable patients or give appointments. When you call up we wait in the phone Que for more than an hour to hear them say they have no appointments so useless.The receptionists are as bad as the practice, they never do their job properly. If the hospital suggests to get a follow up with a GP, they dont agree to that, they say call us back tomorrow or do e consult. When we do Econsult we dont hear back after a week or 2. Referrals that GP do often get rejected, that means patients just waiting another 3 months to hear back. Something needs to be done so the surgery works effectively. I called for a baby who is sick and they didn't even bother listening, they said call 111. Why do i have a practice if i cant get help when i need it. Why am i paying tax for? Bad practice, do not consider joining
Visited May 2023
Review titled Newbury Group Practice
Replied on 03 July 2024
we are sorry that you were unhappy with the service received when contacting the surgery. We are instructed by NHS England to use GP triage for appointments to reduce the amount of inappropriate appointments and to ensure the correct clinician is seeing the patient. Unfortunately we do not have an infinite number of appointments available. Once the days slots have been taken and the patients condition cannot wait for a routine slot (booked via triage) then either the out of hours hub or 111 is suggested. We have found that often patients do not update their telephone number hence this affects contact following triage. With regard to referrals we do not have any control over referrals being rejected by the hospital. I trust this help understanding the processes we have to follow
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Review titled Not happy with the level of service.
Rated 2 stars out of 5
by Anonymous - Posted on 22 March 2023
I had a telephone appointment with the GP to discuss my ultrasound scan report. After having waited for one week I received a call from the GP on 22/3/23. She asked me to explain my medical issues. After discussing my symptoms I told the doctor about my scan and needed a referral letter to see a Gynae. She did not read the scan report before the call and failed to discuss the report findings, which was the prime purpose of the consultation. Not happy with the doctors response. Also she said she did not know any Gynae she could refer me to. I needed the referral letter today but she said I should come and collect the letter the next day, which I was unhappy about.
Visited March 2023
Review titled Newbury Group Practice
Replied on 23 May 2024
We are sorry to hear that you were unhappy with the service received during your consultation. As your post is anonymous we are not able to identify any particular issues to be addressed. We would be surprised if a doctor did not not how to refer for a NHS gynaecological opinion. However if it was a private referral then the doctor would not be in a position to recommend a consultant. We trust that the referral letter was provided the following day which would be in keeping within our expected timeframe. We are sorry that we did not meet the standards you expected, we hope that the explanation provided help to understand our processes.
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Review titled Blood pressure check
Rated 4 stars out of 5
by Chris Challenger - Posted on 07 February 2023
Quick. Easy. Great nurse to keep you at your ease. My vital signs are all there! Blood tests booked. Let’s see what they show!
Visited February 2023
Review titled Newbury Group Practice
Replied on 23 May 2024
Thank you for your feedback, it is always nice to receive positive comments for services provided by our staff. We will pass your comments to the nurse concerned
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Review titled Frustrating
Rated 3 stars out of 5
by Vicki - Posted on 04 November 2022
I put through an e-consult clearly stating I was away abroad for the week following submission so I'd like an appointment when I got back. That was ignored, an appointment was booked for me whilst I was away. I did not receive the texts as my sim was not active and I returned home to a voicemail and text complaining that I'd missed the appointment. I then phoned to explain, and after being on hold for over an hour, all I got was "oh... well I can't book you an appointment, you need to call back at 8am". I do not want a same day appointment, I want one for next week yet the receptionist could not grasp that fact and kept telling me to call back at 8am. A shambles!
Visited November 2022
Review titled Newbury Group Practice
Replied on 03 July 2024
I am sorry that you did not receive the service you expected when contacting the practice. There has clearly been some misunderstanding regarding the receptionists actions. I apologise for any upset caused
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 01 October 2022
Turned up for Flu injection. Booked with the surgery. Took a bus to get to the surgery and then a sign saying need to go to Fullwell Cross This is such poor service and very bad for elderly people who have to travel and then not even get the vaccine. Why tell me to come to the surgery when it’s not even there. Really poor service. It’s just got worse and worse at this surgery
Visited September 2022
Review titled Newbury Group Practice
Replied on 03 October 2022
Our original terxt invite indicated that the service would be operating from Fullwell Cross as a Covid vaccine was also on offer. We became aware that on booking patients were sent an automated message saying the appointment was booked at Newbury Park. We therefore sent an SMS message on Friday afternoon reminding everyone that the appointment would indeed be at Fullwell Cross. For anyone contacted by telephone all were informed that the service would be operating from Fullwell Cross Health Centre. We are sorry if you did not receive this information.
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Review titled The usual don't-care-about patients reception
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2022
II called in because I thought some records might not be showing on my online (EMIS) medical record. Reception staff helpfully offered to re-set the system, which they did which deleted everything so I could now see nothing. I emailed them twice over a 10-day period asking them to reset it but unsurprisingly no-one bothered to reply or do anything about it. I then tried phoning. After listening to a voice droning on about a whole lot of options I wasn't interested in the system it eventually (after about 3 minutes) told me I was number one in the queue to be answered. It turns out that I was actually number one in the queue that was waiting to be transferred to a different queue. I gave up after 15 minutes and I'm now going to have to waste an hour of my time going to see them because of their sheer incompetence and couldn't-care attitude.
Visited September 2022
Review titled Newbury Group Practice
Replied on 23 May 2024
We are sorry for your experience when trying to reset your on line account. We trust that this has now been resolved. Using the NHS App is an improved way of accessing your records on line https://www.nhsapp.service.nhs.uk/login