Village Surgery
Gillett Road, Talbot Village, Poole, Dorset, BH12 5BFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Well prepared
Rated 5 stars out of 5
by Pamela Jones - Posted on 30 April 2024
Although I had to wait 4 weeks for an appointment and not for my first choice doctor my experience was a positive one. The doctor I saw was well prepared, having read my notes, and very personable. He discussed my opinions on next moves and was the very opposite of condescending, treating me with respect a 66 year old appreciates.
Visited April 2024
Review titled Village Surgery
Replied on 08 May 2024
Dear Mrs Jones Thank you for your feedback. We are pleased you had a positive experience with your doctors appointment and that you felt respected. We do strive to always provide a good service and thank you for your comments which we will pass onto the doctor who saw you. Kind Regards Jo Legrave Practice Manager
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Review titled Poor customer care
Rated 1 star out of 5
by Alison Booth - Posted on 11 April 2023
I have very recently relocated and am in the process of changing my Doctors surgery. I moved from Poole, Dorset using Talbot Village at Talbot Village to Wiltshire. I unfortunately had run out of my prescription and as the processing time of my paperwork at the new village surgery was not complete, I was advised by them (Jubilee Field Surgery in Yatton Keynell, Chippenham) to get a repeat prescription made up by my previous surgery and sent to a local pharmacy to me. I however had no luck in getting a prescription as I was no longer deemed as being a patient in Dorset. The receptionist acknowledged that I was in a state of limbo between two surgeries but refused to offer any assistance, this had been my village surgery for over 40 years. I can’t believe the system has come to this where a surgery know longer recognised patient care and were able to fill the flaw in the system. Luckily the surgery in Yatton Keynell have been marvellous and sensed my stress in running out of important medication. But I would like it to be noted that the customer care in Poole village surgery is far below standards. It is a surgery which is terribly hard to make an appointment and I have found over the last 5 years its level of customer care to be below standard. On a previous occasion my husband had to go private to get a prostate test as they refused to book an appointment. They're appointments were fully booked five weeks in advance and there was no further options available other than phoning up every morning in hope of a cancelation.
Visited April 2023
Review titled Village Surgery
Replied on 13 April 2023
Dear Mrs Booth, Thank-you for your feedback. We appreciate all feedback whether positive or negative. I have now had a chance to listen to your phone call on 11/04/23 and speak to the receptionist assisting you. Your situation of being in the electronic process of leaving one Surgery but not quite fully registered with another is not unique but can create some challenges for staff in terms of prescriptions. Ordinarily we would advise anyone new to joining us to ensure they have sufficient medication to tie then over until the new registration is complete. This is because the new GP may wish to carry out a review before prescribing any more medication. In your case though, you wanted to have enough to tie you over until your new surgery had completed their registration process. The receptionist did identify herself to you as a trainee and as such had to seek guidance from other staff members who were working alongside her. She has told me that she was going to call you back on Tuesday after she noticed on your record that you had a prescription issued in February that should have technically given you enough medication for 112 days but unfortunately, she decided not to. I have confirmed with her that, in hindsight, this would have been the best course of action. Prescriptions can be issued early in exceptional circumstances e.g. holiday/moving out of area. In terms of wait times for appointments, reception is able to book routine appointments up to four weeks ahead. There are always Duty Doctor triage slots available morning and afternoon for new and/or urgent concerns. We have recently taken on a new salaried GP which has aided us in adding additional appointments, but workforce is an ongoing challenge. On behalf of the Village Surgery, we are sorry that you left here with a negative experience and hope that you have a more productive relationship with your new surgery in Wiltshire. I wish you well for the future. Yours Sincerely, Emma Charles Deputy Practice Manager
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Review titled Much improved
Rated 4 stars out of 5
by CHRIS SMITH - Posted on 04 March 2023
Ive had terrible treatment in the past here but was shocked and surprised to be spoken to by a very professional receptionist who made me an appointment with a fabulous practitioner who took the time to listen.
Visited March 2023
Review titled Village Surgery
Replied on 06 March 2023
Dear Mr Smith, Thank-you for taking the time to write positive feedback on this website. We pass all feedback, whether positive or negative, to the staff involved and this has been done with your comments. I hope you continue to be satisfied with your treatment here and that it becomes the 'norm' and not a surprise. Kind Regards, Emma Charles Deputy Practice Manager
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Review titled Worst surgery I have ever dealt with
Rated 1 star out of 5
by Anonymous - Posted on 03 February 2023
Their administration is appalling and their general demeanor is completely uncaring. Having spoken to them about serious issues a number of times in the last 18 months it is like banging your head of an uncaring brick wall. It often takes numerous phone calls and visits to achieve anything, with no one willing to take reasonability to listen and sort issues. In my life i have dealt with 7 medical practices and this is without doubt the worst.
Visited February 2023
Review titled Village Surgery
Replied on 06 February 2023
Dear Patient, Thank-you for taking the time to leave your feedback on this website. We welcome all feedback whether it be positive or negative. I am the Deputy Practice Manager and if you are still registered with us, I would be happy to explore the issues you have raised as it would give us a chance to reply constructively to you. Also, depending on what the administrative process is that you find 'appalling', we would be able to inform you whether it is something within our capacity to change. I can be emailed c/o villagesurgery.poole@nhs.net. Kind Regards, Emma Charles, Deputy Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 30 December 2022
I called this morning to book a telephone appointment as a have bad pain which has spread to mid chest (mild). Firstly was told I have been de-registered for an unknown reason. Was then told I had needed to confirm my address and didn’t in time so struck off. I now have no GP but my two sons, one an adult and one a child, remain registered. I spoke to a GP only three weeks ago who didn’t mention anything about the address and gave me a prescription but not so much as a call to tell me they were about to leave me without a GP. I was told I now have to re-register at a surgery I have been with for 15 years?! No thanks I think I’ll find someone a bit more professional. When I asked what I do in the meantime about speaking to a doctor, I was told to call 999 if I have chest pain. I have a mild pain, I don’t need to call emergency services who are already stretched. But what do I know, I’m not the medically trained receptionist who appears to know everything. The one I spoke to today was very pleasant I must say, which is a step up from the usual receptionist I speak to who appears to be on some kind of constant power trip. Most likely because we live in fear of putting a foot wrong in terms of upsetting her in case we are struck off as a patient. I actually take offence at having to tell someone with no medical training my personal medical issue only for her to decide if I’m worthy of a call from a GP. I used to think this surgery was great but have to agree with all of the other reviews about the surgery going downhill sadly. Pick another one would be my advice, preferably one which values patients enough to give them a call before casting them aside and who doesn’t have a reception team running the show when they do actually manage to pick up the phone.
Visited December 2022
Review titled Village Surgery
Replied on 11 January 2023
Dear Patient, Thank-you for your feedback and I would like this complaint updated to reflect that I have subsequently spoken with you. I clarified the circumstances that led to your deduction and we have agreed there were communication errors on both sides. Hopefully with your re-registration here at the Village these will not re-occur. I cannot comment on a public forum about your clinical concerns raised but I can respond about the issues you have raised in regards to our Reception staff. All GP Surgery's operate a system whereby the receptionists are instructed by the GP Partners to ask for an outline of the medical concern when patients request an appointment. This is to ascertain whether it needs to be a same day Duty Dr call or can wait for the next routine appointment. By asking for some information it also allows for patients to be signposted to the most appropriate clinician which isn't always a GP. I am sorry to hear of your negative experience with a receptionist but note that you have also had a positive one. We would hope all interactions with our staff are positive but our reception team speak to many patients each day under challenging conditions. Please do not hesitate to contact me if you would like to discuss this further. Kind Regards, Emma Charles, Deputy Practice Manager
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Review titled Horrible experiences
Rated 1 star out of 5
by Anonymous - Posted on 18 November 2022
Every time I try and call, the receptionist talks to me so horribly, can't talk to my doctor because the receptionist feels like she is in charge. The way they speak to you is not a lovely experience, they seem annoyed at why you are calling and bothering them.
Visited August 2022
Review titled Village Surgery
Replied on 21 November 2022
Dear Anonymous, Thank-you for taking the time to provide feedback on our service, which we welcome whether good or bad, and I am sorry to hear of your recent experience. All of our phone calls are recorded and if you can provide me with your details and the time of the call, I will be able to listen to the call and address your concerns. I can be contacted via villagesurgery.poole@nhs.net. Please mark the email for my attention. Kind Regards, Emma Charles Deputy Practice Manager