Oakwood Surgery
Church Street, Mansfield Woodhouse, Mansfield, Nottinghamshire, NG19 8BLContact details and opening times
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Reviews
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Review titled Not happy
Rated 2 stars out of 5
by Anonymous - Posted on 05 December 2024
Being with this surgery for 3 weeks, I’m not impressed at all from have to wait outside in the cold for half and hour to even try and get an appointment to the receptionist which repeat the same sentence over and over again “yes sorry no appointments today I’m afraid “ had major surgery was made to go in for a fit note and sat half over my appointment time when there wasn’t even many in and had 6 doctors in there only to be told sorry but the receptionist should of sorted your sick note you shouldn’t have come in , also wanted to leave my staples in for another week and was told it was infected and gave 2 lots of antibiotics, my stoma nurse the next day got me straight up to the hospital to have them out and it wasn’t infected at all and this is all in 3 weeks not good Oakwood.
Visited November 2024
Review titled Oakwood Surgery
Replied on 10 December 2024
Dear Patient, I am sorry to learn of the experience that you have recently had at the surgery. Please do be assured that the expectation of the surgery is not for patients to be encouraged to wait outside of the surgery, particularly in the winter months. There are multiple ways that a patient can access an appointment, including via the telephone and online via AccuRX and systm online. The surgery have recently commenced with a new telephone system which does offer a call back option for patients to prevent lengthy wait times for patients who we appreciate are incredibly busy, or may be feeling acutely unwell. I empathise with your frustration regarding the appointment availability which unfortunately is a national issue whilst we work against winter pressures. However, the reception team are currently participating in an audit to record how many times they have to tell the patients that we do not have an appointment. This audit forms part of a bigger project that the surgery are participating with alongside NHS England to work towards a new appointment model. With regards the receptionist sorting a sick note, this is not a process that we follow at Oakwood Surgery, and all sick notes must be passed through to a clinician to authorise. I am sorry that you were given incorrect information in relation to this. In order for me to investigate your complaint further it would be useful for be to gather additional information from yourself. If you wish to discuss the issues above further please call the surgery on 01623 435555 or alternatively email nnicb-nn.oakwood.surgery@nhs.net and address for the attention of Lorna. Kind Regards Lorna Quality Service Supervisor
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Review titled Fantastic GP
Rated 5 stars out of 5
by Helen Higgins - Posted on 28 August 2024
Booked appointment this morning and was allocated a GP, and what a breath of fresh air he was. He took the time to explain and be realistic. I felt for once that someone was actually hearing what I was saying. Keep up the brilliant work GP restored my faith totally. ***** stars
Visited August 2024
Review titled Oakwood Surgery
Replied on 23 October 2024
Dear Ms Higgins, Firstly, apologies for the delay in my response. Thank you for your positive review regarding Oakwood Surgery. I was pleased to learn that you had a positive experience, and that the GP was able to ensure that you felt listened and reassured during the appointment. Kind Regards Lorna Quality Service Supervisor Oakwood Surgery
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Review titled Great practice
Rated 5 stars out of 5
by Gail gregory - Posted on 29 August 2024
Never had a problem getting a appointment doctors actually listen to you. Reception staff very pleasant. Best surgery I have had had bloods taken very gentle and caring.
Visited August 2024
Review titled Oakwood Surgery
Replied on 23 October 2024
Dear Ms Gregory, Firstly, apologies for the delay in my response. I would like to thank you for your positive review regarding Oakwood Surgery. I was pleased to learn that you were able to access an appointments, and that you felt that both clinical and non-clinical staff had contributed towards your positive experience. Kind Regards Lorna Quality Service Supervisor Oakwood Surgery
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Review titled Impressed
Rated 5 stars out of 5
by Naomi - Posted on 12 June 2024
I'm really impressed with how this GP services delivers its care. I had an appointment in Monday, only took 4 mins on the phone and was 25th in queue. I got an appointment pretty quickly and easily for the same day. Then the care I received during my appointment was super amazing. I'd somehow like to write a formal compliment to the GP I saw, please. One of the most wholesome GPs I've met. Thank you.
Visited June 2024
Review titled Oakwood Surgery
Replied on 23 October 2024
Dear Naomi, Firstly, apologies with the delay in the response to your review. I wanted to take the time to thank you for your positive experience at your appointment. I was also pleased to hear that your phone call was dealt with so efficiently by the reception team. Thank you once again. Lorna Quality Service Supervisor Oakwood Surgery
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2024
Unless you queue outside at least 30 minutes before they open it's impossible to book an appointment. When trying to make appointments on the phone they make you listen to the recorded message before telling you they're busy and cutting you off. They could tell you that without wasting your time listening to the same dull voice on repeat. There are never any appointments available to book online so that function is fairly pointless, even though they direct you to it. When trying to make a non-urgent pre-bookable appointment over the phone there are never any available. Instead they direct you to make an on the day appointment, which links you back to standing outside the surgery before they open or constantly getting cut off on the phone. Total waste of time unless you are able to queue outside and hope you get an appointment.
Visited May 2024
Review titled Oakwood Surgery
Replied on 05 June 2024
Dear Patient, I am sorry to learn of your dissatisfaction with the service that you have received from Oakwood Surgery in relation to you accessing the appointments. We do release routine appointments and online appointments on a daily basis. However, I do appreciate the frustration that you would feel in being unable to access these, as, unfortunately we can only offer a proportion to these. Patient demand can at times exceed the appointments that we are able to offer, and this can become distressing for both patients and the reception team who are unable to offer the appointment. In terms of the telephone messages, currently the surgery has no control regarding the messages that are included, and the length of time that it takes for these to be played. However, we are working towards introducing a new telephone system throughout the surgery which will result in us having more control as to how this operates. Therefore, we will certainly take your feedback on board. It would be useful to discuss this further with yourself to see whether I can assist with any of the above issues. Unfortunately you did not leave your details for me to follow up directly with you. Therefore, if you wish to speak with me please do contact the surgery on 01623 435555, or alternatively email nnicb-nn.oakwood.surgery@nhs.net where I would be more than happy to listen to and hopefully address your concerns. Kind Regards Lorna
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Review titled Outstanding!
Rated 5 stars out of 5
by Naomi - Posted on 11 April 2024
I had an asthma review today with a lady who went out of her way to make me feel better about accepting help. I'm not one to think highly of myself and can avoid treatment at times, because I can make my asthma worse by smoking. The lady was so super supportive and didn't judge me one bit. I was taken back by her empathy and understanding. I've also never had a GP service chase my asthma reviews so much, I haven't been able to avoid getting help! Tremendous, and impossible to fault. Thank you.
Visited April 2024
Review titled Oakwood Surgery
Replied on 05 June 2024
Dear Naomi, Thank you for your feedback. I am pleased to hear that you had a positive experience, and that you found your asthma review helpful. I will certainly pass your feedback to the relevant staff member. Kind Regards Lorna Quality Service Supervisor Oakwood Surgery
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Review titled Shambles
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
A family member was referenced 9 months ago to Sheffield, to then chase up the hospital twice for the appointment for it to be cancelled twice for then to get an appointment. Drive all the way to Sheffield in the snow to find out the gp had refered them to the completely wrong department for the hospital say we need to go back to the gp for them to refer them back to the right department. Waited 9 months for absolutely nothing. How can a gp refer a patient to the completely wrong department. Not the first time they have had trouble with them either. They don’t take patients health seriously. It’s just a job to them. No care at all. Will be moving them GPs as a result of this. Time wasters
Visited February 2024
Review titled Oakwood Surgery
Replied on 19 February 2024
Dear Patient, Thank you for your comments regarding Oakwood Surgery, please be assured that we do take all feedback seriously. I am sorry to learn of the dissatisfaction that you feel and for any distress that this may have caused. It would be useful for me to learn more about your experience, in order to investigate this in line with Oakwood Surgery's complaints policy. In addition to this the surgery can raise a learning event to ensure that lessons are learned from the errors that you have made reference to throughout your review. If you wish to discuss this further please contact the surgery on 01623 435555 and ask to speak to me, or alternatively if you wish to submit an email to nnicb-nn.oakwood.surgery@nhs.net. Kind Regards Lorna Quality Service Supervisor
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Review titled waiting on the phone
Rated 3 stars out of 5
by Anonymous - Posted on 21 December 2023
Further to my report of 19th Dec I can see that I am not the only person to be frustrated when trying to get an appointment. Since people are left on the phone for such a long time only to be refused any communication perhaps an expert in communications could work out a system where the caller is advised that no appointments are available before they reach eg 25 or 55minutes
Visited December 2023
Review titled Oakwood Surgery
Replied on 05 January 2024
Dear Patient, Thank you for your additional comments. We are continuously looking for ways to improve our call wait times and communications systems. In the last 6 months this has included actions such as: increasing our appointments available to book online; supporting patients with online services by holding 'how to' sessions in reception; updating our website, including changing provider; amending our approach to booking long term condition appointments to improve efficiency for patients; and increasing our quantity of receptionists. We have also been regularly and actively liaising with our telephone provider, enquiring about options such as automatic call back services for patients, to avoid patients having to wait on hold to speak with a receptionist. Unfortunately this is something that our provider does not currently offer, and we are restricted by such obstacles as timescales of contracts at this time. As you have posted your comments anonymously I am unable to contact you directly to discuss this any further. Once again, thank you for your suggestion. If you would like to contact me in order to discuss this further please email: nnicb-nn.oakwood.surgery@nhs.net FAO Ruth - Practice Manager
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Review titled almost impossible to make an appointment see a doctor
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2023
I waited 20 minutes on the phone on the 18th after being told to ring back later 10 times only to be told "no appts available"I tried again the following day at 8.30 and was told to ring back later then that I was 25th in line. On reaching the receptionist I was told there were no appts available.I wonder why the practice is accepting new patients when the existing patients cannot see a doctor
Visited December 2023
Review titled Oakwood Surgery
Replied on 21 December 2023
Dear Patient, Thank you for your comments. I am sorry that you are dissatisfied with the service when phoning the surgery to make an appointment. I appreciate it can be disheartening to be number 25 in the call queue. We regularly review our call wait times and try to balance having a call queue length that can accommodate patient demand, whilst not causing undue frustration for how long patients have to wait to speak with a receptionist. As you have posted your comments anonymously I am unable to contact you directly to offer you my apologies and further advice. We do offer online booking for GP appointments, which may be of benefit to you. This can be done via the NHS app, or SystmOnline. Patients wishing to use online services to book appointments must register with either application in advance. They can self-register via the NHS app, or to register for SystmOnline must complete a form available from reception and hand it back in. It may be helpful to you to note that although the majority of our appointments are book on the day, we do have prebookable appointments available to patients, which are released two weeks in advance. These include our extended hours, which are exclusively prebookable, on Wednesday and Thursday mornings 07:30-08:00; Friday evenings 18:30-20:00; and for 14 Saturdays a year 09:00-17:00. These Saturday dates are allocated to us in advance. The remaining Saturday dates for the financial year that we will be open are: o 23rd December 2023 o 13th January 2024 o 3rd February 2024 o 30th March 2024 With regards to us accepting new patients, we are unable to close our list without a major concern and authorisation from the Integrated Care Board (ICB). We have recently applied to the ICB to reduce our patient boundary, however. This is an application that has now been agreed, but has taken 6 months for our business case to be considered and approved. This will not impact patients who are currently registered, but will restrict the geographical area for new patient registrations. Once again thank you for taking the time to bring the matter of your concern to my attention, and I apologise for the frustration that this has led to. If you would like to contact me in order to discuss this further please email: nnicb-nn.oakwood.surgery@nhs.net FAO Ruth - Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 07 June 2023
I had my bloods done over a month ago. They tell you to call up for results on option 3 however for the past 2 weeks when calling this line it will ring the first few seconds then cut you off then after that I have called and it has just cut me off. I then proceeded to call the surgery on option 1 waited a whole hour for them to tell me someone will call me. Why when they said you have to call up for results. The receptionist spoke over me every time I was speaking didn’t let me explain my frustration or anything like that. Even with appointments they say you can’t be 10 minutes late however they call you for your appointment 10 mins late even 20 minutes late. Very poor practices within the workplace it’s not somewhere I would recommend anybody to register with to be honest. Also when booking an appointment it is all online and you have to give a description of the reason for the call now some people are not willing to do this as the receptionists and others in the practice can also see this which I do not think is very confidential at all. Overall the surgery has very poor practices!
Visited June 2023
Review titled Oakwood Surgery
Replied on 05 July 2023
Dear Patient, Thank you for your review, as Oakwood Surgery take all feedback seriously. Due to the fact that you have posted anonymously I am unable to access your medical records or call tracking in order to investigate your issues further. If you would like to contact the surgery via email on nnicb-nn.oakwood.surgery@nhs.net and address this for the attention of Lorna, I can then investigate your issues in line with Oakwood Surgery's complaints policy. I am sorry to hear of the issues that you have experienced when selecting particular options on the telephone system. It would be useful for us to discuss this further, as option 3 is currently to enable patients to cancel an appointment with option 1 being our emergency chest pain line. Therefore, I would like to access the telephone system with the number that you called from to investigate why this was blocked on the line. Whilst we do continue to offer appointments online, these can also be made via telephone and face to face at the reception desk. The reason for the receptionists asking for the description is to enable them to actively signpost the patient to the correct clinician, or department, as this is not always a GP. However, you are entitled to say that this is personal if you feel uncomfortable relaying this information. I am hopeful that we will discuss this further at some point. Kind Regards Lorna Quality Service Supervisor Oakwood Surgery