Red And Green Practice
Waterside Health Centre, Beaulieu Road, Hythe, Southampton, Hampshire, SO45 5WXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent communication
Rated 5 stars out of 5
by Ian - Posted on 21 March 2024
Easy to check in for scheduled appointment with self-checking available or helpful staffed reception. The consultation was carried out in a calm, measured, professional manner. Explanations were particularly well done, both in describing changing test results and health implications, and the effect of proposed treatment. Throughout one felt supported and confident going forward.
Visited March 2024
Review titled Red And Green Practice
Replied on 22 March 2024
Dear Ian, Thank you for taking time to write a review, it is lovely to hear that your appointment ran smoothly and that your consultation with our clinician was delivered in a calm and professional way. kind regards Phil Sayers Business Manager
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Review titled Excellent Service
Rated 5 stars out of 5
by Dunning - Posted on 21 March 2024
Doctor went above and beyond listening me in a crises , my time ran over and I am sure he had not had lunch let alone a cup of Coffee! He was attentive , gave great advice and treatment plan plus outside help. Blackfield Surgery gives excellent despite the underfunding from the government , and there is always Urgent Care Clinic appointments at Hythe Hospital, plus e-consult available. I have to see my Dr several times a year for ongoing conditions , not too much of a problem getting an appointment when you consider the number of patients that are in this area. Receptionists and Secretaries doing an excellent job too .
Visited March 2024
Review titled Red And Green Practice
Replied on 22 March 2024
Dear patient. Thank you for taking the time to write a review, it is much appreciated, our doctors will always try to give as much time as our patients need. Our urgent care hub has now seen over 45,000 patients in our first year at Hythe Hospital it is a service we are particularly proud of. Thank you for also mentioning our very hard working receptionists and secretaties, I will feed your comments back to our team . Kind regards Phil Sayers Business Manager
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
Don’t expect them to answer the phone or to get a same day prescription. Called Friday, no appointments for 2 weeks and recommended to call back Monday. Dutifully called Monday and was on hold for 35 minutes before miraculously getting through and getting the “last” appointment. Doctor sent prescription straight to pharmacy. On getting home realised had a missed call from doctors. Phoned back, on hold for 40 minutes, never once moving forward from caller number 7. Hung up and went to pharmacy. Unsurprisingly no prescription. Called surgery back, waited as caller number 7 for another 30 minutes until they turned their phones off. Pharmacy have now closed so will start the whole process again tomorrow. And believe me , this happens every single time. You will sit there painfully for hours to get through on phone only to never have prescription issued/to be incorrect before spending hours trying to get through on the phone. And if you do go in to the surgery the receptionist behind the window will ignore you for as long as possible. Doctors/nurses are great and helpful and explain everything when you do get to see them, you jus won’t get the medicine needed for several days
Visited February 2024
Review titled Red And Green Practice
Replied on 01 March 2024
I'm very sorry to hear you have been having problems with accessing the practice, we frequently receive over 1000 requests per day for appointments and along the the rest of Primary Care in England matching patient demand is exceptionally challenging. Please can you provide me with your phone number and I will investigate your problem with our telephone system. All calls are recorded along with wait times for each caller, our current data is showing we are picking up calls within an average of 3 minutes. Please contact me at the surgery to discuss your problems Kind regards Phil Sayers Practice Manager
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Review titled Great except for one asthma nurse
Rated 4 stars out of 5
by Anonymous - Posted on 05 December 2023
I have had good experiences with red and green practice staff until this one asthma nurse was so rude, felt like didn't really want to be talking to you. Tone was awful. Unfriendly, questioned everything you said like you are making it up! So so ride and don't know why she is a nurse to be honest. She can't be bothered really. Felt horrible after!
Visited December 2023
Review titled Red And Green Practice
Replied on 06 December 2023
Thank you for taking the time to write your review. I would ask you to contact one of the management team at the practice to discuss your recent experience with one of our nursing team. It is important that we fully investigate every claim against our team. I look forward to hearing from you.
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Review titled Best Asthma Nurse
Rated 5 stars out of 5
by Hazel Priest - Posted on 26 February 2024
I need to leave a big thankyou to your Asthma nurse who saw me earlier in 2023 and had the foresight to leave a sputum test form on my documents for me to use if my health went down hill. Without you I’d have probably spent Christmas in hospital or worse. As a result of the test I was given a course of antibiotics and was able to recover over Christmas and the New Year. My husband said that in all the 42 year we have been together he has never seen me so ill. Thank you so much, you made a massive difference.
Visited December 2023
Review titled Red And Green Practice
Replied on 01 March 2024
Dear Mrs Priest. Thank you for taking the time to respond it is incredibly important that we receive both positive along with critical feedback of our service. I'm so happy that you managed to recover quickly. You know where we are if you need us. Kind regards Phil Sayers Practice Manager
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Review titled Terrible, worst 'service' imaginable.
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2023
Made to feel completely embarrassed and treated with utter disdain by the 'appointment booking' staff. Officious, uncaring receptionist on the phone (when you do eventually get through). Why are the receptionists asking what the medical problem is? (This may be personal). Are they qualified medical staff able to make decisions and judgements? Regardless, no appointments available, ring back etc etc. Absolutely shocking, depressing quite frankly.
Visited October 2023
Review titled Red And Green Practice
Replied on 05 December 2023
Dear sir or madam, I'm sorry if any of our team have made you to feel embarrassed, the receptionists ask what your problem is so they can get you to the most appropriate clinician in our team. This triage algorithm is developed by our doctors and is clinically appropriate and constantly reviewed, if we didn't have this system in place patient appointment waiting times would increase significantly. As a practice we currently deliver over 98,000 appointments per year, for a population of 22500 patients, along with the entire NHS, demand, especially since covid, has increased exponentially, however we are seeing 5% more patients than before the pandemic began and working as hard as we can to satisfy demand.
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Review titled Cannot make appointments
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
You can only make an appointment with this surgery by phoning at 8am if you can't phone at that time forget it. If you do try and call be prepared to be on the phone for over an hour and be cut off. Check other reviews online lots of patients unhappy
Visited May 2023
Review titled Red And Green Practice
Replied on 05 December 2023
The practice is currently delivering 98,000 appointments per year to our population of 22500 patients, along with the Urgent Care Centre at the new Hythe Hospital. Our telephone response rates are generated by our cloud based telephony system show we answer our calls on an average of 2mins 18 sec and 3 mins 34 secs depending on the day of the week. For clarity and probity the practice receives significantly higher numbers of compliments to the practice than complaints
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Review titled A wall of indifference
Rated 1 star out of 5
by Anonymous - Posted on 25 November 2022
On discharge from SGH , following an emergency admission for Pulmonary Embolism my wife had an extreme adverse reaction to one of her prescribed medications. I telephoned, explained that she was in some distress and asked for an urgent care appointment. I was told she could not have one as all the appointments for the morning had been filled. The system would not allow me to book an appointment for the afternoon so I was instructed to call later at 12.30 which I did. I was held at number four in the queue for over twenty minutes at which point I made my way to the surgery and eventually booked an appointment there. At this point I was still number four in the telephone queue. My wife saw a very pleasant practice nurse who prescribed antihistamines. These had little effect. Her condition worsened and my wife was readmitted to the SGH acute medical unit where she remained for three further nights. The current appointment system is too rigid and shows little empathy or understanding. The reception staff appear to be untrained in any skill other than politely adhering to a set routine regardless of urgency or need. There needs to be some flexibility built into this system other than being told I had the option to call 999 which at the time was inappropriate.
Visited November 2022
Review titled Red And Green Practice
Replied on 05 December 2023
Thank you for your thoughts we are constantly looking at how we can improve our services and in particular our appointments structure.
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Review titled Poorly led; indifference to patient service
Rated 1 star out of 5
by Mike Hawker - Posted on 13 September 2022
I write this appreciating that my experience is now the norm. The reaction of practice staff was not one of surprise but of resignation. I telephoned the practice to make an appointment with a GP ( necessary because I knew I needed a referral to a consultant) on 12 September. I was told to ring the following morning at 8:00 a.m. I rang at 8:00 the practice was closed; I rang six more times and it was engaged; finally answered at 8:02 and I was 15th in the queue. My call was dealt with 45 minutes later; I got an appointment for 9:55. I cancelled a meeting; the appointment was 20 minutes late but more importantly was not with a GP. The next available GP appointment was in 7 days time ( why didn't they offer it the day before!). I subsequently rang a secretary who could not help but referred me to the Operations Manager.
Visited September 2022
Review titled Red And Green Practice
Replied on 22 September 2022
Dear Mr Hawker Thank you for your feedback If you wish to discuss your problems with the practice further please do not hesitate to contact myself Mrs Dawn Poole Operations Manager or Mr Philip Sayers Practice Business Manager