Staines Health Group
Staines Health Centre, Burges Way, Knowle Green, Staines, Middlesex, TW18 1XDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Unfriendly receptionists
Rated 2 stars out of 5
by Anonymous - Posted on 15 June 2023
The doctors and nurses are good, but the receptionists probably need to take a course on customer service. They are constantly grumpy and ignore you the first few minutes before they acknowledge your existence. They make you feel unwelcome and and I don’t think that’s what patients nor family members want to go through when they visit the GP.
Visited June 2023
Staines Health Group has not yet replied.
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Review titled delays
Rated 2 stars out of 5
by barry - Posted on 06 April 2023
everytime without fail there are delays when phoning, i was today number 3 in line,could take ages before someone answers even if number 1 in line, apart from having to listen to all the rubbish from the automated voicewhich considering i'm paying for the call can take 3 min before you get to the options, Ridiculous
Visited April 2023
Staines Health Group has not yet replied.
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Review titled Disgraceful
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2023
This surgery has gone down hill massively. The receptionists are rude, not at all empathetic and would rather send you to A&E than book you an appointment for a minor ailment. They shout confidential patient information out and ask intrusive questions in front of others. I was told to call 111 as they have the ability to book a GP appointment at the surgery, how on earth does this make sense? Waste 111 resources to get an appointment and stay on the line for 45 mins?Whoever is behind this should be ashamed. The reception team are awful. Whilst waiting in line I could see a receptionist roll their eyes and speak rudely to a patient clearly in distress. It needs a massive overhaul. There is no point joining this surgery as you’ll be sent to A&E anyway.
Visited April 2023
Staines Health Group has not yet replied.
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Review titled 50% maybe
Rated 2 stars out of 5
by Anonymous - Posted on 11 March 2023
The service varies. Getting seen or called is regularly hard. Recently, I have had slightly better service in some ways. With this surgery you are often referred to A and E, chemists or Livi when they could assist you. Their website is also bad and weekends, forget it. Even though they suggest it, you cannot leave feedback or a message for when they are available.
Visited March 2023
Staines Health Group has not yet replied.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 10 February 2023
Awful doctors. Never have appointments. I wait three weeks for a phone appointment for a specific time and they call me 15 minutes early. Why do that? Doctor completely useless and prescribes the same medication as before that does not work! Terrible.
Visited February 2023
Staines Health Group has not yet replied.
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Review titled Definite Decline in service
Rated 2 stars out of 5
by Gill - Posted on 23 November 2022
I had an issue with a prescription repeat I needed a day change emailed as no joy with reception staff and sent to the Practice Manager I am awaiting for Surgery and have waited over a week for an answer and I need support with it and no help/support, all I get is the message has been passed on. Since lockdown service and help is awful, Over been with the practice over 37 years and now wonder why I stay. Im now struggling and tomorrow will have to drive to get it whether im well enough to drive as im left with no tablets. I asked the Gp pharmacist that rang me yesterday and she said she can't do it. All I wanted was an unspecified day taken off. It has never been like this before and feel really disappointed. Thanks for 37 years of loyalty. If I didnt need to have so much surgery I would rethink my patient status. Cannot recommend as this is not the 1st like this I have heard. Since lockdown and my Gp off alot it has been really hard to be treated properly
Visited November 2022
Staines Health Group has not yet replied.
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Review titled Terrible Service
Rated 1 star out of 5
by Anonymous - Posted on 25 November 2022
Lost for words with this surgery, no chance of getting the phone answered or a reply to an email, sent an email in August and nothing and when they do you answer the phone after a 40 minute wait - no appointments and you are made to feel like they are doing you a favour and that you are the problem for calling. No face-to-face appointments only morning or afternoon call backs weeks away. Should be investigated for not providing proper service. If you are short staffed hire people and stop using Covid as an excuse.
Visited November 2022
Staines Health Group has not yet replied.
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Review titled Terrible and getting worse
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
The Reception team are incredibly curt at every stage. You politely ask for an appointment and are always told to go to the Walk In Centre at Ashford Hospital, however staff there say they get swamped with people from this practice coming in with minor things easily sorted by a GP. It seems they still use the excuse of Covid to not see people face to face despite the DoH saying GPs should be seeing more face to face. I can never speak or see anyone when I call. Two members of my family have been seriously ill this year and I can't even get any help for them. One recent occasion I actually just went down there to try and get anyone to talk to me, Receptionist told me to come back at 2 and I would be able to speak to someone. Got back at 2 to be then told "OK we can put you on the list for a Dr to call you this afternoon" and then sent home again. What kind of farce is that, making people come out twice and then being sent home to wait for a call? They could have just taken my number in the first visit and arranged the call, not dragged me out the house for nothing again. When I enquired about having an appointment I had to listen to the Receptionist whinge about how many calls they get and "don't I realise how many people need an appointment?" and "we are doing our best but don't you realise how busy Monday are and we get snowed under with calls" Well maybe if you didn't keep repeatedly shutting the whole practice down for days of staff training (several times now) you wouldn't run such a bad service. This place needs an urgent shake up and reform, look at the reviews - no one is happy.
Visited October 2022
Staines Health Group has not yet replied.
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Review titled Gone down hill a big time
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2022
It's almost impossible to get to speak to the doctor. The practice has gone down the hill since covid. You call at 8am and are number 28 in a queue. You call at 2pm, are number 1 in a queue, they don't pick up the phone until 2.17 and tell you they've got no appointments left! I no longer call with my own issues but to not be able to get an appointment for your disabled child is unacceptable. Sitting in an a&e for 3 hours with a disabled child under 5 to have them checked for an ear infection, because the receptionist refused to make you a telephone appointment with a gp is not on! What do we do long term as it can't carry on like that?
Visited October 2022
Review titled Staines Health Group
Replied on 10 October 2022
Dear Patient, Thank you for your feedback. I am very sorry to hear that you are unhappy with the Practice. I would like to investigate this further, If you would like to contact me to discuss you can email: staineshealthgroup@nhs.net or using our feedback page through our website. Regards, Louise C - Practice Manager
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Review titled Can not still see a doctor
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
I have tried all week to get though to have a doctor call me it’s still triage only if after two years post covid no chance rang at 8 this morning number 23 on appointments then again at 2 only to be told yet again no appointment they always saying they are closed for staff training what staff training no one answers the phone have said they have up dated the phone system but still you can’t get though or get any help it’s discussing how this practice has gone down the pan why can we still not see a doctor and have to reply on the reception to decide who gets a telephone call
Visited October 2022
Staines Health Group has not yet replied.