Poplar Grove Practice
Meadow Way, Aylesbury, Buckinghamshire, HP20 1XBContact details and opening times
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Reviews
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Review titled Appointments via phone
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
This practice routinely is impossible to get a hold of via the phone. Their stock answer is they are aware and working on it. 5+ years and no improvements in terms of phone call appointments. Called today at 8am to hear line busy got through at 8:03am to hear we are fully booked. Impossible to get a phone appointment. In the past used the app and that takes some time but gets an appointment. So conclusion is if you are not tech savvy or don't want an app on your phone then in effect you can't get an appointment. When you have an appointment I can't fault the service. The problem is being able to communicate with the surgery. This is not isolated, any day you phone you will get a similar response. No idea when they are open for calls as website says open at 7:20am but lines only answered at 8:00am. It seems all designed to push you to other parts of the NHS or pharmacies or use AI tools to diagnose what is wrong. They are overstretched, so they should release patients - I have tried registering to another practice but they won't accept you if you are registered already in Aylesbury. One suggestion that might help consider releasing some appointment slots at say 10am so any one who struggled to get up due to illness can phone for these held back slots at that time. This might reduce the 8:00am rush. Make sure though that the times to get these appointments are published on the website etc.
Visited January 2024
Review titled Poplar Grove Practice
Replied on 25 January 2024
Dear Anon Thank you for your feedback and comments on our appointment system, which is very much appreciated. Unfortunately we have been severely affected by staff sickness over the last 10 days which has impacted our appointment availability, on top of the huge winter pressures the NHS is currently facing. In August 2023, we implemented a new system where every morning, one of our GPs is based alongside our patient services team (PST), ensuring the correct care is provided and that appointments are made efficiently. A recent Demand V Capacity Analysis showed that for every appointment available, at least 5 patients are seeking it. We recognised that our appointment availability was completely booked up by 8.30am most days, and this was not a good use of our resources. Our doors open at 7.20am for our early appointments and our phone lines open from 8am to 6.30pm in line with our NHS contract requirements. We do encourage patients as possible to use on-line options so we can free up the phone lines for patients who prefer to speak on the phone. Primary care is under huge strain at the moment and demand is outstripping capacity. The population of Aylesbury has hugely increased whereby the number of GPs and available appointments has stayed the same. We are aware that our colleagues locally are also facing similar issues and we will all continue to work as hard as we can with the resources we have. Thank you Poplar Grove Practice
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Review titled Very helpful receptionist
Rated 5 stars out of 5
by Katharine - Posted on 20 October 2023
I rang the surgery on behalf of my mother and the receptionist who dealt with my query was extremely helpful. The clinician I needed to talk to was not available so the receptionist went and spoke to one of the GPs. This resulted in my mother being added to the priority telephone appointment list for that day. I really appreciate the receptionist going above and beyond to make sure my query was followed up on the same day. As this was a Friday, I expected to be told to call back on Monday morning. I’d like to thank this receptionist for providing excellent patient service.
Visited October 2023
Review titled Poplar Grove Practice
Replied on 23 October 2023
Dear Katherine Thank you for your kind comments about our Reception Team member and the service you received from the surgery. Kind regards, Poplar Grove Practice.
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Review titled Can't book an appointment with GP
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
Tried to call to book an appointment several days in the morning, afternoon, evening. No one answered, there is just the robot, advise to call 111 or book an appointment through AskFirst app. There is no option to book an appointment on the app. Also went to hospital to 111, they gave same medicine wich actually worsen my problem.Called again, a doctor saw me online, prescribed some medicine, and said that I should see my GP. Well, I can't do that, as they don't answer the phone. Went at the surgery in person, they say to call for bookings. What am I suppose to do?
Visited October 2023
Review titled Poplar Grove Practice
Replied on 10 October 2023
Dear Anon. We would like the opportunity to investigate your complaint in more detail. Please can you email feedback.poplargrove@nhs.net with your information so we can look into what happened. Thank you. Poplar Grove Practice
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Review titled Great receptionist
Rated 5 stars out of 5
by Anonymous - Posted on 23 October 2023
I called this morning to make an appointment. New phone system which after a few options offered to call me back. Great service as I didn’t have to hold for ages. Lovely helpful receptionist, very polite, clear speaking & helpful. I’m very happy with my experience today.
Visited October 2023
Review titled Poplar Grove Practice
Replied on 24 October 2023
Dear Anon Thank you for your kind comments about our Team member and the service you received from the surgery. Kind regards, Poplar Grove Practice.
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Review titled Brilliant care and understanding
Rated 5 stars out of 5
by Andrew John Carolan - Posted on 03 April 2024
I saw a Doctor at the Surgery in the middle of September last year, having spent 7 hours at A & E without anyone looking at me, this was the first Doctor who checked to see what the problem was, I went to Stoke Mandeville for a second time and was seen, the Doctor diagnosed the problem and so started the long road to getting better. During the next 5 Months I spoke to with a few of your Doctors and were both very professional and they helped me a great deal, at some stages I was in agony with the pain and all the Doctors at Poplar Grove spent the time to listen to me and we tried different medication to make things more comfortable for me. I would recommend this Surgery to anyone who asks me as they were brilliant.
Visited September 2023
Review titled Poplar Grove Practice
Replied on 20 May 2024
Dear Mr Carolan Thank you so much for your kind comments about the service you received from the surgery. Kind regards, Poplar Grove Practice
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Review titled I don't know what they do here but they don't see patients!
Rated 1 star out of 5
by Anonymous - Posted on 02 August 2023
Poplar Grove is not a doctor's surgery! It can't be! They say they are a doctor's surgery, and they look like a doctor's surgery, but there are never any appointments, and no doctors or nurses are available to see patients. They have their Ask First app - an awful app that takes you around and around in frustrating circles. Not sure how much they paid for that app. Whatever it was is too much! I don't know what the doctors they claim are on staff do all day. They want you to call at 8am, but by 5 minutes past, they have no appointments left. How?! You only just opened! They tell you to see a pharmacist. I wonder how happy the staff at Boots will be when I try and show them the part of my body I want to discuss! They tell you to call 111, but the staff at 111 are not doctors and don't have access to doctors, so that's pointless. I cannot even imagine what it must be like for people will long-term medical conditions who need regular access to a doctor. In summary - avoid Poplar Grove at all costs. I have lived all over the country, and this is by far the worst experience I have ever had with a doctors surgery. It's just appalling.
Visited August 2023
Review titled Poplar Grove Practice
Replied on 03 August 2023
Dear Anon Please be assured we are a NHS funded Doctors Surgery and work at 100% capacity every day. Unfortunately we cannot offer an unlimited amount of appointments. Our Clinicians have to work safely and there comes a point where we have to cap our Duty List. Our reception team are always working to the instructions given to them by the Duty Team, which therefore puts them in the firing line for abuse when patients can’t get an appointment. We completely understand how this impacts patients, especially the young and elderly. As part of the expansion of Primary Care Provision, NHS111 is always available to help if you do need to access advice whilst the surgery is on divert as when we reach our safe working levels. NHS111 has capacity to triage and book patients into our services like out of hour GPs and Minor Illness Units. They also have access a small number of urgent slots at the practice if they needed. If you do need to be seen urgently, once in the queue, please always hold for the reception team who can help with an urgent request. We do understand long queues waiting times are an issue across the entire NHS, and we appreciate that it can take time getting into the queue. We are currently in the process of changing our appointment system as we do realise the challenges the current system brings. I hope you will see some positive changes in the near future. I have included a link to a joint statement issued and signed by all the Aylesbury GPs in December 2022 explaining the pressures we are all facing together in the local area- https://www.poplar-grove.co.uk/news/practice-statements/a-joint-statement-from-the-aylesbury-gp-surgeries/ Thank you Poplar Grove Practice
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Review titled Amazing telephone manner
Rated 5 stars out of 5
by Marc - Posted on 12 July 2023
I received a call today regarding a recent health query. The call I received was very helpful but the person calling had a very calm, caring and supportive manner too.
Visited July 2023
Review titled Poplar Grove Practice
Replied on 13 July 2023
Dear Marc Thank you for your kind comments about our Clinical Team member and the service you received from the surgery. Kind regards, Poplar Grove Practice.
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Review titled Sub-standard
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
Despite the claim saying pre-bookable 3 days in advance can't access the system and when phoning the Staff have to advise no available appointments and unable to book in advance. This practice used to be easily available to get appointments but for the past 5 years despite all the booking "improvements" has become increasingly more difficult to obtain an appointment and you can feel the frustration of the Staff answering the phone and see it when you go in to Reception. This practice needs a severe overhaul of how it deals with patients and the service it provides the Community it is supposed to serve.
Visited July 2023
Review titled Poplar Grove Practice
Replied on 03 August 2023
Dear Anon We do appreciate the feedback and comments we get on all elements of the practice. We are currently in the process of changing our appointment system as we do realise the challenges the current system brings. I hope you will see some positive changes in the near future, and thank you for taking the time to pass on your feedback. Poplar Grove Practice
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Review titled Caring, Friendly, Compassionate, Helpful
Rated 5 stars out of 5
by Anonymous - Posted on 31 January 2024
I have been with Poplar Grove all my life, and yes it can be difficult to get an appointment (but that's the case everywhere) but I have been able to get appointments when needed (yes there is a wait, but be patient!), speaking to the lovely, helpful reception staff, through to supportive paramedic teams, great prescription teams, and all of the nurses and doctors. The whole team, considering the pressures they all face, through no fault of their own, they are remarkable, friendly, kind, compassionate, helpful, advisory and so much more. Whether for me its a pill check up, smear test, routine appointment, or something more. No matter who I see on my appointment, I always feel that they care about me, and have time for me. The recent launch of AskFirst, can be a little frustrating, but this will I am sure improve over time (it is not the only way to get an appointment). My plea to all who are registered or thinking of registering, the NHS is overwhelmed, be kind, and think about the people who are trying to help you the best they can, and ensure you are seeking the right level of support, when you need it. I have been in crisis points and needing quick treatment, and this has been addressed promptly. The building itself is clean, spacious, and the rooms are sound proofed and welcoming. Getting around the building is simple by following the signage. They have wonderful memorial garden dedicated to those who lost their lives in the pandemic. They have a community book library too. You have face to face and phone appointments which all are great. I highly recommend Poplar Grove, for caring for me, and my family and being there. I also plea to attendees, if you have cough cold symptoms please wear a mask, you will only add to the pressures they face if you are poorly and they then become unable to work. Thank you all for your support and care
Visited July 2023
Review titled Poplar Grove Practice
Replied on 06 March 2024
Dear Patient Thank you so much for your kind comments about the service you received from the surgery. Kind regards, Poplar Grove Practice
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Review titled Great service
Rated 5 stars out of 5
by David Wheeler - Posted on 06 July 2023
After expecting a long wait and not expecting to see a GP and having read negative reviews on social media I only waited 15 minutes to speak to a receptionist who then gave me an appointment with a GP.
Visited July 2023
Review titled Poplar Grove Practice
Replied on 13 July 2023
Dear David Thank you for your kind comments about our Receptionist, Clinical Team and the service you received from the surgery. Kind regards, Poplar Grove Practice.