Oakley Health Group - Yateley Medical Centre
Oaklands, Yateley, Hampshire, GU46 7LSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Shockingly bad service
Rated 1 star out of 5
by Anonymous - Posted on 02 July 2023
If you call, they complain that you have to try to book online. They then have no way of doing so out of hours, which seems to be a waste of time. When you finally do get through, you have to wait a long time for an appointment. This is without worrying about the time referrals are taking. As I said, shockingly bad service.
Visited January 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 03 July 2023
We are sorry that you are not happy with the service we provide. We have recently launched a new online system called Anima. Patients use this to submit a form explained their care needs which goes straight to their own GP who gets in touch promptly with next steps. Patients who cannot use online can call the practice as usual and a Receptionist will help. Although we have only been using the new system for a few weeks, patients are already telling us that the system has speeded up access to appointments when one is needed. The online system is available during our core opening hours. When we are closed, help is available by calling 111. If you would like to discuss your concerns further, please contact our Patient Liaison Manager.
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Review titled Very poor tele service & Non Functioning Econsult Service
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
Very poor telephone service and the econsult use to be a life saver when I cant get anyone on the phone but now the econsult always shows as busy so i am unable to book an appointment. I've given up on ever trying to phone this surgery. Now I am giving up on using econsult also. The econsult use to be a very good service before but over the past 2 months has become exactly like the phone service- Useless. Everytime I try to make an appointment I get a message to say that my gp practice isn't accepting econsults right now and that i should try back. I have tried several times at different times of the day and night and get the same exact message which prevents me from making a e-consultation. Maybe someone just turns of the ability for patients to create an econsult as and when they like? I had to physically come into the clinic to make an appointment 5 weeks ago. When I told reception about my issue with booking via econsult they told me that the message will only pop up when the surgery is busy. But that's not true because it's 5am now when i tried to do the econsult and didnt get through and it was the same all day yesterday and same over the past 5 days! What's the sense to have a service that can't be used!?
Visited January 2023
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 02 March 2023
We offer an e-consult service for routine matters and aim for it to be available during our opening times which are 08:00 - 20:00 Monday - Friday. Demand for our services in recent months, has far outweighed the resources we have available and, on some days we have switched off the e-consultation service as the number of consultations submitted, far exceeds the clinician time available to manage them in a safe and timely way. At these very busy times, we concentrate our resources onto those calling requiring urgent care, doing our best to see the sickest the quickest. We are sorry if you have waited longer than you would like when phoning the surgery. We do offer the opportunity to request a call back, which we do as quickly as we can.
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Review titled Unacceptable telephone service
Rated 2 stars out of 5
by Stephen Simmons - Posted on 29 December 2022
Today I phoned at 11:00, and was 8th in queue. One hour later I was next in queue but the phone line was cut. As this was about 12:00 I suspect it was a deliberate cessation of service, rather than "our phones are down" which makes it sound like a technical problem. I now have to burn fuel to travel to the surgery just to get an appointment. Appalling service.
Visited December 2022
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 29 December 2022
We are sorry that our telephone system failed this morning. This was a national problem with the supplier not a local situation. We are disappointed by your allegation that this was a deliberate cessation of service which was not the case.
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Review titled Very pore can’t get any antibiotics been waiting 15 days
Rated 1 star out of 5
by Michael humphries - Posted on 28 December 2022
Endless phone calls can’t speak to any doctors had a chest infection 15 days now they have lost the plot or on strike
Visited December 2022
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 29 December 2022
We resent your suggestion that we are on strike as our clinicians worked tirelessly yesterday and helped over 500 patients. With so many patients calling at the same time, our phone lines were very busy but we do offer the option of asking for us to call you back if you do not wish to wait. We have no record that you contacted us yesterday so will call you directly to resolve this matter.
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Review titled Incompetence Management
Rated 1 star out of 5
by Jeff P - Posted on 28 December 2022
I require a Shingles vaccination and rang today to enquire how to arrange an appointment e.g. GP / Pharmacist / clinic. I mentioned that I am due to attend Monteagle Surgery on 5th January for a blood test and wondered if the nurse could add a minute to my appointment and give me the jab while I was there? The receptionist checked with a GP and informed me that I would have to make a different appointment and I now have to go out again on 12th January. Is there anyone in the management team that might have the good sense to see the value in spending an extra minute or so to do both things at the same time? One assumes that the nurse taking my blood, also had the skill to give me an injection in my arm? In my simple mind I would assume that all is required is filling the syringe with appropriate drug, (although it is probably supplied in a pre-filled syringe), and administering it. This very obvious school of thought, would free up my 2nd appointment for somebody else and save me from having to struggle to get to the surgery,(I am currently recovering from hip surgery) a second time. No wonder patients are having to wait so long for appointments, when the practice employs the “computer says no” attitude. This isn’t the fault of the “receptionists” or the nursing staff it falls wholly and completely on poor management, who appear to have introduced practices that prevent efficiency and doesn’t allow sensible and intelligent members of staff to make decisions. Sadly, since becoming the “Oakley Group” the service, has deteriorated beyond belief. Caring for patients appear to be secondary now, and the emphasis is on profits!!
Visited December 2022
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 03 January 2023
Shingles is a live vaccine, needing to be reconstituted, rather than being in a pre-filled syringe. Patients need to be carefully checked for any contraindications and fully advised about side effects before administration. We are sorry but it is not safe to "squeeze" this into a five minute blood test appointment. We do, whenever possible, try to ensure that patient care is given in as few visits as possible, both for the efficiency of the practice and the convenience of the patient. This is reliant on sufficient time being allocated to undertake procedures safely. If your blood test could wait until the longer appointment on 12th January then it would be possible to do these two together. Please contact us if this would be helpful.
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Review titled Usually good
Rated 3 stars out of 5
by Margaret - Posted on 20 October 2022
I telephoned at 9..40 am on Thursday 20 October and spoke to someone in the covid vaccination center as I unexpectedly had to change my booster appointment for Saturday 22 October to another day I spoke with a very rude person who informed me that in future I should not book appointments if I was not able to attend I have never done this before and having given 2 days notice that I would not be able to attend rather than just not turning up at all like some people obviously do I thought I was doing the right thing but it seems not This person was in my opinion very rude as she kept saying to me that you have another 33000 patients beside me which I appreciate but last minute things crop up in people's lives and I phoned within 20 minutes of finding out that I could not attend my appointment In future if this is the reaction I will receive from a member of our team when I have to change my appointment perhaps I just won't bother and just not keep my appointment without letting you know I read notices in your surgery about people missing appointments but if this is the way they are treated I don't blame them
Visited October 2022
Review titled Oakley Health Group - Yateley Medical Centre
Replied on 21 October 2022
We are very sorry for any misunderstanding. We are always grateful when patients let us know that they cannot attend an appointment as then we are able to offer this to someone else and would encourage you to continue to do so in the future should the need arise.