Nunwell Surgery
10 Pump Street, Bromyard, Herefordshire, HR7 4BZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Brilliant service
Rated 5 stars out of 5
by Michelle Standell - Posted on 11 November 2024
I had need of an urgent appointment and was in a lot of pain. I was able to reach them by phone without any issue, the receptionist was very helpful and I got an appointment for one hour after my call with a lovely doctor, absolutely brilliant! I feel so fortunate that Nunwell is my surgery, I hear so many stories of people having to wait weeks for an appointment or even a phone call! Mine and my families experiences at the surgery have all been very positive. Thank you Nunwell, keep up the good work!
Visited November 2024
Review titled Nunwell Surgery
Replied on 11 November 2024
Dear Michelle Thank you so much for the feedback. I am so pleased to hear that all went well with your appointment and I hope that you are feeling better soon. It is so important to us that we have been successful in providing a service that you should be able to expect and extremely positive for our staff when patients take the time to comment. Thank you again, Vanessa Hargest Business Manager
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Review titled Quick and efficient service
Rated 5 stars out of 5
by Anonymous - Posted on 06 August 2024
Rang 5.10pm on a Friday evening to be offered an appointment at 5.40pm. Saw an extremely efficient doctor who diagnosed immediately, prescription written and all sorted very quickly. Can't fault the service received for this visit.
Visited July 2024
Review titled Nunwell Surgery
Replied on 06 August 2024
Dear patient, Thank you for taking the time to post a positive response. We do continually strive to adapt our systems to changing need and balance the demand as well as we can and it is really reassuring to receive positive feedback. It also greatly enhances staff morale to hear that their hard work is appreciated. Thanks again, Vanessa Hargest, Business Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 01 August 2024
Phoned at 8.00 on monday got a call back at 8.15 given an appointment at 10.00, Doctor send pictures through to a dermatologist had the results back by Wednesday afternoon also with some advise and to book an appointment in 6 - 8 weeks. Very impressed.
Visited July 2024
Review titled Nunwell Surgery
Replied on 05 August 2024
Dear patient, Thank you so much for taking the time to post a positive review. We value all feedback in order to improve our service so it is especially welcoming to know that things are working well for our patients. Liz Loveday, Operations Manager
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Review titled Bad service
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
They are just a big joke. They have failed and let me down with several issues and the reception staff are a total waste of space and are more interested in trying to find out what is wrong with you and how they can cure it without you talking to a doctor. If i wanted unqualified advice I would have went to Holland & Barrett and got some stinging nettle pills......... I took the advice of a senior consultant at wye valley hospital who advised me to write an email of concern to Nunwell about their failure in providing me with adequate service and information but after 3 emails I've had no reply but a friend told me the reception staff read them and either delete complaints or write a stupid reply. Anyway this review is a warning to Nunwell surgery that i will be putting in a full formal complaint to wye valley trust Hereford about your failure on several occasions to provide an adequate service and information
Visited February 2024
Review titled Nunwell Surgery
Replied on 20 February 2024
Dear Patient Thank you for your feedback. I am one of the Practice Managers and I am sorry to hear that you are unhappy with the service we have provided. With regards to the receptionists asking what was wrong with you, we now train all our receptionists to care coordinate patients to the most appropriate clinician and it is necessary for them to ask some initial questions to establish who would be most suited to deal with the presenting issue. I am sorry if you thought this was inappropriate but this is how we make best use of the clinical resources we have and is prescribed by NHS England and used widely in General Practice. You also mention that you have emailed several times with no response so if you would be happy to contact the practice or me to share details of this I can look into this further and ensure you receive a response. We always take feedback very seriously in order to improve our service. If you would like to make a formal complaint, please do ask reception who can provide you with details of the correct procedure in order to do this. If you would prefer to speak with myself or my colleague Penny Sheers please telephone 01885 483412. Vanessa Hargest Joint Practice Manager
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Review titled Inconsistent
Rated 2 stars out of 5
by Anonymous - Posted on 31 August 2023
Lets start with some positives. At times I have had good service and the staff are generally pleasant. If it becomes a little complicated like you are referred to a specialist and then you request an update a month later, it's difficult to get answers. When you receive a reply from the specialist in the form of a letter and a week after that you still have not heard from the practice that is worrying. Then you phone the practice and you are told "I will pass the message on to the doctor" and you still hear nothing. Then you phone again and you are told doctor is busy but "I will pass a message under the door" and three days later you still hear nothing. You then begin to wonder if they really care. I understand that they are busy and you get this message to be courteous, etc. and of course that is correct. But courtesy and respect is a two way street. So it is unfair to rate a practice on only the bad things but the practice manager is to blame and needs to get a grip. The correct way to respond to reviews is not just to placate the complainant but to follow up and stipulate what action they have taken. Then to follow up again after a month or even two and see if the complainant's experience has changed. I used to diarise for 6 months later again and follow up again. That shows that you are concerned and you have taken action.
Visited August 2023
Review titled Nunwell Surgery
Replied on 04 September 2023
Dear patient, Thank you for your feedback. We are always very happy to look into any issues that arise regarding our service and would be very happy to do so if you would like to contact the practice managers and give us details regarding the difficulties you experienced. As you will be aware we record telephone calls and can also interrogate our clinical system to identify where things may have not gone as well as we would expect. We will then be able to feedback to you regarding any action taken and changes implemented. We continually try to improve the way we work and looking into issues such as those you mention will help to us to do this. Kind regards Joint Practice Managers