Oaks Healthcare
26-30 London Road, Cowplain, Waterlooville, Hampshire, PO8 8DLContact details and opening times
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Reviews
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Review titled Appointment system is unworkable not fit for purpurs
Rated 1 star out of 5
by Craig - Posted on 22 February 2024
I have been trying for a couple of weeks now to get an appointment, Phone up at 8am on Phone for a minimum 45 minutes,Only to get through and told there are none left,This is not good enough how do you get to see a doctor i cant phone at 8am due to work!!!! This is unworkable and needs to change quickly.
Visited February 2024
Oaks Healthcare has not yet replied.
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Review titled Terrible phones,once again
Rated 1 star out of 5
by Anonymous - Posted on 15 January 2024
Phoned reference blood tests. The usual option was to select a number for blood tests. This has disappeared. I hang on for the usual lengthy wait. After more than 8 mins the first announcement that I am 11 in the queue. After 16 mins I am at caller 4. 23 mins, caller number 1. 27 mins answered. This is typical. Does The Oaks actually care about service and if so how ?
Visited January 2024
Review titled Oaks Healthcare
Replied on 25 January 2024
I apologise that you have experienced a longer than usual wait to speak to a member of our reception team; we are currently in the process of recruiting and training new members of the reception team, which can sometimes impact the time taken to answer incoming telephone enquiries as they are supported by their colleagues. We are experiencing a significant rise in incoming telephone enquiries, particularly during the morning period, and are seeing an increase in our service usage, as are most other primary and secondary care NHS providers in the local area. We are working hard to ensure that we answer any incoming queries as efficiently and safely as possible, and providing patients with the best care we have to offer based on the resources and capacity we have available. Operations Manager
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Review titled practice
Rated 3 stars out of 5
by shaunoconnor - Posted on 15 December 2023
since last review have had 2 more things done plus 1 phone call back have been as good as gold have got 2 more to go see what happens then
Visited December 2023
Oaks Healthcare has not yet replied.
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Review titled rubbish
Rated 1 star out of 5
by shaun oconnor - Posted on 05 December 2023
been there 69 years tryed to get appoitment to see doctor told to phone in morning told them work nights got told dont know what to then said phone 111 rarely see doctors second time had problemhave new doctor dont know how long see been there as never seen since becoming oaks have gone right down hill
Visited December 2023
Review titled Oaks Healthcare
Replied on 13 December 2023
Dear Mr O’Connor, Thank you for taking the time to raise your concerns to the Practice; I am very sorry to hear that you have had difficulty in accessing an appointment with your GP Please can you forward your details to the Practice, with the time and date of your encounter, and the telephone number you contacted the Practice on, so that I may investigate this further. Kind regards Emily Green Operations Manager
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Review titled Terrible reception staff
Rated 1 star out of 5
by samantha pace - Posted on 14 November 2023
Tried to get some medical advice as I have a lump appeared on my back would have accepted a phone call (i don't expect to much like an actual doctor) no chance of anything very rude receptionist who put the phone down in the end !!!! Just not good enough i dont use the doctors hardly ever when i tried to be trested this way leaves a a bad taste will try and else where.
Visited November 2023
Review titled Oaks Healthcare
Replied on 06 December 2023
Dear Ms Pace, Thank you for taking the time to raise the comments below to our attention; we strongly encourage all forms of feedback from our patients with regards to the service we provide, so we can continue to make adjustments and improvements where possible. Having reviewed our telephone records, on contacting the Practice one of our reception team advised that we had unfortunately reached our safe capacity limit for that day and were unable to offer an appointment to review your symptoms. I note that the member of staff advised you to contact the Practice tomorrow morning to obtain an appointment, or to attend a local walk-in centre if you felt that your symptoms required sooner review. She further provided worsening advice, directing you the out of hours service should you experience any change or worsening of symptoms outside of Practice hours. The receptionist that spoke to you can clearly be heard saying goodbye before disconnecting the call. I can only apologise that we were unable to provide any further assistance at the time of your call, but strongly encourage you to contact the Practice again via telephone if you require any further support. Operations Manager
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Review titled Appointments for Covid booster
Rated 1 star out of 5
by Anonymous - Posted on 17 September 2023
Once again this practice goofs up. Text message received to book an appointment for a Covid booster jab. Only you can't as 'No appointments are available'. Where does this leave patients ? No doubt a response will be received either defending or stating there has been a problem. Never a response acknowledging their shortcomings and seeking to address them. It really is very poor.
Visited September 2023
Review titled Oaks Healthcare
Replied on 27 September 2023
“Thank you for your comment. It is a valid point and one that is challenging many local practices, as demand for vaccination has been stronger than anticipated this autumn. We trust the information below explains a bit more about the clinics, about the additional work that is going on, and the alternative options available. There is also a request for patients who book an appointment and then find they aren’t able to attend, to please cancel that appointment to save wasting that slot. Covid vaccinations (unlike flus), are organised by Havant &Waterlooville Primary Care Network (PCN), the organisation that Oaks Healthcare, along with four other local practices belongs to, and also by many local pharmacies, which are able to be more flexible with appointment dates (weekdays not just weekends). The PCN worked with practices to establish what clinics were required for the Autumn season, being mindful of other patient services (not just vaccinations) that practices and the PCN needed to provide. When these initial clinics booked as quickly as they did, the PCN was asked to staff core clinics, which it has done and is continuing to do. One of the challenges is securing staff to work in the clinics, but we know they are tapping into as wide a pool as they can. When new clinics come on board they are immediately added to the system behind the text booking link. With regard to current appointment availability, when the invitation prompting patients to book a vaccination is sent from the practice’s clinical record system, that is only linked to the PCN clinic dates, not the pharmacy availability also. The message with the invitation to book should also indicate that patients can find available clinics by logging onto the NHS website (Book, cancel or change a COVID-19 vaccination appointment - NHS (www.nhs.uk) or by telephoning 119. Oaks Healthcare, Havant & Waterlooville PCN and our other local practice colleagues hope that between ourselves and the local pharmacies, patients can get a Covid vaccination at a time to suit them. We would wish to reassure eligible patients who are housebound and those living in older age care or nursing homes, that the PCN is arranging Covid vaccinations for all those who wish to have it.”
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Review titled Poor service
Rated 1 star out of 5
by John Duckenfield - Posted on 19 March 2024
Appointments seem to be non existent. If and when you do get through the advice seems to be call 111 or 999. There seems to be a generally unhelpful attitude which isn't very good when you are feeling unwell. It was far better when we had walk in Appointments and GP's actually saw you face to face. The place is always empty when it used to be busy. It was far better when it was Cowplain family practice but since merging with the Oaks and also since Covid things have deteriorated.
Visited August 2023
Oaks Healthcare has not yet replied.
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Review titled unprofessional and rude
Rated 2 stars out of 5
by Anonymous - Posted on 14 July 2023
I have given up trying to get an appointment to actually see a Dr. My allocated Dr has over the last 3 years changed 3 times and I never saw any of them. Their frustrating telephone system leaves much to be desired and having to listen for 2 minutes of recorded message it then takes an absolute age to speak to a human being if at all possible. Having just tried to get some blood test results and explaining that it wasn't possible to ring in-between the allocated hours of 11am and 3pm because of work commitments I was told "yeah whatever". How unprofessional. That's it for me I will be changing to another practice.
Visited July 2023
Review titled Oaks Healthcare
Replied on 02 August 2023
Thank you for taking the time to forward your feedback regarding Oaks Healthcare. Unfortunately, as you have marked yourself as anonymous, I am unable to investigate the issues you have raised with regards to your registered GP having changed three times over the last year, and your negative interaction with one of our call handlers. If you would like to forward your details so that I may verify the above information, please do not hesitate to contact us at hiowicb-hsi.oakshealthcare@nhs.net With regards to our telephone message, several patients have raised similar feedback about the length of our telephone message, and we are currently in the process of reviewing our telephone provider so that we may provide an updated, shortened message. Thank you. Oaks Healthcare Operations Manager
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Review titled It was
Rated 3 stars out of 5
by Anonymous - Posted on 09 April 2024
On the whole you need to be very patient, the service needs improvement, Very few doctors, But we hear of this everywhere, I hear of some surgeries have an email system, where you can leave your request, and your Gp would respond, couldn’t this happen here Myself last week Friday had a text message please phone your Gp next week, so yesterday afternoon I phoned, but told very abruptly Told “you must ring back tomorrow “ and certainly was not very helpful, however I done as asked, and a very polite receptionist this morning, and politely said your GP will ring you back, which they did, the problem is firstly trying to get through the receptionist that seems to bar you! It could really be a first class Gp service given the right staff, the receptionist needs to be polite and compassionate And take on board, this person is needing help! Not to treat patience as a nuisance, We don’t mean too, It’s because we need some help in some ways, you ask for a prescription you get treated as it’s costing us more money, I’ve read a lot of the reveiws, I can fully understand the frustration it is, I am running my own business, I have to be very careful how I respond, I’ve always been taught, “just be polite and be nice to the customer look at as if they are always right, even if they are not Try your best to be helpful in every situation, I appreciate your short of Gp, but some health practioner I am sure could help with some medical a£vice!
Visited April 2023
Oaks Healthcare has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Jenny - Posted on 14 March 2023
We joined the practice in October 2022 and we are extremely impressed with the service that we have received. Everyone is so friendly and helpful. Tests were carried out, hospital appointments arranged etc. Cant fault them at all. One suggestion, perhaps employ another blood test person to take the pressure off those already there and make more appointments available.
Visited March 2023
Review titled Oaks Healthcare
Replied on 16 March 2023
Thank you Jenny for your lovely feedback on your experience you have recently had at the surgery. This will be shared with the team.