Watling Vale Medical Ctr.
Burchard Crescent, Shenley Church End, Milton Keynes, Buckinghamshire, MK5 6EYContact details and opening times
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Reviews
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Review titled Good medical care let down by service of admin team
Rated 3 stars out of 5
by Anonymous - Posted on 26 July 2024
The surgery has been a cornerstone of community healthcare for years, providing essential medical services with a generally high standard of care. The dedicated team of doctors and nurses consistently demonstrate their commitment to patient well-being, offering thorough examinations, thoughtful diagnoses, and compassionate care. Their medical expertise and genuine concern for patients are commendable, forming the backbone of a healthcare facility that many in our area rely upon. The administrative staff, for the most part, contribute positively to the overall patient experience. They often greet patients warmly, efficiently manage appointments, and handle inquiries professionally. Their role in ensuring the smooth operation of the surgery is crucial and often underappreciated. However, a recent encounter highlighted how a single negative interaction can significantly impact a patient's perception of the entire facility. After submitting an online form regarding a health concern, I received several calls from unknown numbers. Concerned that these might be from the doctor, I called the surgery for clarification. Unfortunately, the staff member who answered was far from helpful or courteous. The interaction began poorly when she abruptly informed me that the doctor would contact me if they wanted to speak to me. This curt response failed to address my simple question of whether the missed calls had been from the doctor. Her tone was dismissive, making me feel as though my inquiry was an inconvenience. The situation deteriorated when she unnecessarily stated that she wasn't qualified to give me test results or explain them - information I hadn't requested. Her assumption about the nature of my call demonstrated a lack of active listening and a failure to address my actual query. The conversation concluded with her reiterating that the doctor would contact me if needed, followed by an abrupt end to the call. This interaction left me feeling dismissed and frustrated, a stark contrast to the usually positive experiences I've had with the surgery's staff. Shortly after, I received a text message addressing one part of my online query, advising me to resubmit the form if I needed further assistance or an appointment. This was frustrating and I was back at square one. It's crucial for healthcare providers to recognise that every point of contact with a patient is an opportunity to provide care, even if it's not medical in nature. Administrative staff are often the first point of contact for patients, and their approach can set the tone for the entire patient experience. While the medical staff continue to provide excellent care, and most administrative staff members are helpful and courteous, it only takes one negative interaction to tarnish the reputation of the entire team.
Visited July 2024
Watling Vale Medical Ctr. has not yet replied.
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Review titled Completely incompetent
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
This surgery goes from bad to worse. It's not the doctors or nurses but the admin staff that let the practice down. After waiting a week for some blood test results taken on the 10th July for a pending hospital appointment on 16th July and visiting the surgery three times since they cant find the results. At one point they tried to palm me off with results from a previous test taken 3 months ago. I have rung them several times too but it takes at least 30 minutes to get through only for them to be unhelpful bordering on rudeness. Shameful behaviour to people who have serious medical issues.
Visited July 2024
Watling Vale Medical Ctr. has not yet replied.
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Review titled Excellent new practice Manager
Rated 3 stars out of 5
by Anonymous - Posted on 12 June 2024
I had long outstanding issue in terms of accessing system to see test results. I had requested a few times to resolve but in spite of staff trying, they couldn't resolve it. Out of my surprise, New practice manager called me to understand the issue and then asked me to come to surgery so that he can look at the issue personally. I must admit, he gave me more than an hour to understand and then finally he resolved the issue - hats off! Impressive and thanks to the new manager. Hoping to see continuous improvement.
Visited May 2024
Watling Vale Medical Ctr. has not yet replied.
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Review titled Incompetent Management
Rated 1 star out of 5
by Dawn H. - Posted on 30 January 2024
Whilst the staff do the best job they can in the circumstances, it is the management of the practice that is failing it's patients. I visiting the practice today after being in a queue on the telephone for 1 hour and 39 minutes, moving from my original position of 4 to 2 in that time! I then had to queue in reception to speak with a real person - this however did not take as long as I had feared. I am still awaiting a response from the Acting Practice Manager, which my sister first enquired about on 6 December.... shocking treatment of patients and their families.
Visited January 2024
Watling Vale Medical Ctr. has not yet replied.
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Review titled Uncaring, uninterested incompetent recetion staff
Rated 1 star out of 5
by Arshad Khan - Posted on 12 January 2024
I was called in by my GP on 18 th of December to attend the surgery urgently at 11am. Having seen me he arranged for various tests including bloods and a scan. As I left his surgery he asked me to book blood test for 3wks time. I went directly to reception where the receptionist booked me an appointment for the 10th of Jan 24. It wasn’t 3wks but it was the best she could do. She seemed new and accommodating. On the 10th I went to the surgery at the appropriate time. This time the receptionist was one I have had cause to complain about previously. Anyway I trid to log in on the computer but that didn’t work, it’s not unusual for the computer not to work. I went reception and explained to the receptionist I cond not register on the computer. Anyway she checked the system and said I didn’t have an appointment for that day. I told he I did and had booked it in person in December after my appointment with GP and at his request. She told me if it was not on her system then I didn’t book it she told me she could give me an an appointment for the Saturday at the hospital. I told her I would not be able to go to the one on Saturday as I had a prior engagement. She didn’t ask what my engagement was and simply told me she couldn’t help me. Could I please leave. This was an urgent appointment requested by the GP. Sadly I have not had the test done. I have written to the GP to inform him but as yet not heard from him. It makes me very sad indeed. This surgery used to be one of the best in the area but it’s now one of the worst. I am looking to move surgeries and I am hoping I can find one soon before my healt is jeopardised. I am very concerned as I suffer from chronic illnesses. In recent years I have had a number of issues with the reception staff who have no interpersonal skills and have no respect for the patients. Not all staff but certainly the majority including the practice manager.
Visited January 2024
Watling Vale Medical Ctr. has not yet replied.
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Review titled Why doesn't anyone answer the phone?
Rated 2 stars out of 5
by Gary - Posted on 30 November 2023
I regularly get sent letters from the surgery asking me to phone up and book an appointment. However almost every time I try and get through the number is either engaged, or you sit in a queue and no-one answers (often with no music to indicate that you are on hold). What used to make it even more frustrating was that you had to listen to a very long and rambling message (which still included details of long irrelevant Covid restrictions) before you could even get to the wait queue. Thankfully that message has just been replaced with something a lot more concise. After trying to get through on various different days at different times with no joy I finally got through today after waiting on the phone for around 20 minutes (and I started off as only 3rd in the queue!). Unfortunately when I did get through I was told that the diary for new appointments hadn't opened up yet, so I would have to phone back at some unspecified time in the future! Once when I went to the surgery I did ask a receptionist if they still took phone calls - they initially replied yes, but when I said how difficult it was to get through they just said they were very busy so couldn't always answer. This situation has been going on for many months now - how difficult can it be to employ someone to answer the phone and book appointments. If this was a commercial operation they would have gone out-of-business a long time ago.
Visited November 2023
Watling Vale Medical Ctr. has not yet replied.
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Review titled Very bad
Rated 1 star out of 5
by Mike - Posted on 09 April 2024
If you sick and need medical attention you have to endure a long message over the phone just to be told you need to fill an online form to book for an appointment. I have fill in two forms online around December last year, i did not get a reply on the first one. The second form was to get a referral to see a consultant at BMI Saxon Clinic. Two months later a received a phone call asking me if still needed to see the doctor. So I don't have words to express how bad this clinic is managed. Yesterday I walked to into the clinic and saw the receptionist engaged in a chat with another staff member laughing as much as they could. After while one left and the other pretended was busy looking at her computer screen as I was standing right in front of her. Useless to say that I went there for nothing, as it was 16:45 in the afternoon so no appointments left for the day. I should fill a form online as usual etc, I told the lady my internet connection was not working at home. so she told me to ring in the morning at 8:00 and try to get through. Anyway looks like I will coughing still for a few more days and keep on trying to call to get my form filled in over the phone. This clinic used to run well before the pandemic by another doctor. Very sad we have to depend on this kind of health services (with no services at all ). I hope something or someone could do improve the situation so we can all leave in a better world. Thank you for your attention.
Visited September 2023
Watling Vale Medical Ctr. has not yet replied.
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Review titled Terrible online appointment system
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
Went online to make appointment was given one for 3 weeks later. It’s a terrible service can’t speak to a human and if you call the receptionist tells you to go online. Would be great to see a doctor when you are actually unwell not 3 weeks later. Since Covid the practice has gone down hill, it’s a shame because it was really good.
Visited June 2023
Watling Vale Medical Ctr. has not yet replied.