Wheatfield Surgery
60 Wheatfield Road, Lewsey Farm, Luton, Bedfordshire, LU4 0SYContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Wheatfield Surgery.
Reviews
-
Review titled Wrong Appointment Time
Rated 2 stars out of 5
by Anonymous - Posted on 25 July 2024
I booked an appointment over the phone and was told the appointment was for 3:05pm 25/07/2024 I got to the surgery at 3:02 but couldn’t sign in, I then received a text message saying I had missed my appointment for 2:55pm, I was told over the phone that my appointment was for 3:05 only for me to get there to hear it’s for 2:55pm, I was told I had missed my appointment, I’ve extremely dissatisfied with this experience, I’ve been trying to get an appointment since Monday and now that I got it, they messed up the timing and said I was the one who didn’t hear well, if possible I’ll like to see a review of the recorded call for the appointment, I was told over the phone 3:05pm and I confirmed by asking “you mean 5 minutes past 3 o’clock?” Which the lady over the phone confirmed. This is really annoying and it’s the second time it’s happening, I’m so far from being happy about this, my waist hurts like hell and I can’t do anything, I tried for days before getting an appointment and this is what I get? Unbelievable!
Visited July 2024
Wheatfield Surgery has not yet replied.
-
Review titled If you work good luck getting an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 25 June 2024
Been unwell for over 10 days, done the going to see a pharmacist and taken what was prescribed but still not good, phoned Dr’s on my break at work to get an appointment, unable to let me book an appointment at 12:00 have to phone back after 1:30, explain I am on my break and cannot do that, well use E-con, can’t do that as when I used it before I could not open the reply as my phone security says it is an unsafe site so have to phone the Dr’s to get an email sent to me with reply….. If you work you have no hope of getting an appointment if you can only call in your break. Come on be more flexible with working folk.
Visited June 2024
Wheatfield Surgery has not yet replied.
-
Review titled Terrible format for everything
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2024
Fed up with being 30 odd in queue when calling at 8.30 on the dot. Impossible to get an appointment, and then when finally after calling for at least 10 days, over an hour each time, getting an appointment, to turn up and be told there is no appointment booked for me...the most unprofessional place I've ever had to deal with. It is the system in place that has never worked and never will work !! To top it off I had a text to tell me I failed to arrive for my appointment!!!!.......then upon waiting to speak to a receptionist to get an actual appointment, I see the pie chart of " patient satisfaction " at pretty much everyone is happy with the service..clearly this is not the case. I don't think as a practice you are aware of the reputation you have in the area...it is terrible. You are flogging a dead horse until you evaluate and change the system that so clearly does not work. The receptionist and doctors have always been kind, and try to be helpful , but the system is absolutely rubbish.
Visited June 2024
Review titled Wheatfield Surgery
Replied on 14 June 2024
Dear Patient Thank you for taking the time to leave feedback. With so many people calling the surgery at 8.30am there is often a wait. We have employed more reception staff to help deal with this but appreciate it is not always easy to get through. This is why we have a call back option and also e-consult both options are offered so that you do not have to queue on the phone. As you have chosen to remain anonymous I am unable to contact you but your feedback will be passed to the doctors. Michaela Campbell Practice Manager
-
Review titled Non-Allocation of appointments by a Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 12 May 2024
Receptionist queries why I need an appointment and even the problem is serious she refuse to give an appointment!
Visited May 2024
Review titled Wheatfield Surgery
Replied on 29 May 2024
Dear Anonymous Our Reception team ask the nature of the problem so that they are able to prioritise based on medical need. I am happy to discuss this further with you if you wish to contact me at the surgery. Kind regards Michaela Campbell Practice Manager
-
Review titled Appointment system
Rated 1 star out of 5
by Ha Nna - Posted on 12 May 2024
39 in a queue at 8.30 on the dot!So I went to make an appointment in person.The receptionist grilled me about my problem so all people behind me could familiarise with my condition!Its an appalling system.Please improve patients confidentiality.
Visited May 2024
Review titled Wheatfield Surgery
Replied on 29 May 2024
Dear Ha Nna We have a very high number of morning callers which are managed by a large team of reception staff who work hard to get through each call as quickly and efficiently as possible without rushing the caller. If you choose to attend in person you will be asked the nature of your request so that the reception member can book you with the most appropriate clinician. There is a clearly marked out waiting indicator to stop patients walking behind the person at our front desk and we do ask that this is respected so our patients can speak in confidence to the staff member. Unfortunately we have no control if patients choose to ignore this. I would like to remind you that to save a phone call or a queue we encourage you to use our e-Consult service which is time saving and easy to navigate. I will pass your feedback to our team. Kind regards Michaela Campbell Practice Manager
-
Review titled Lack of Communication
Rated 2 stars out of 5
by Lorraine Cope - Posted on 31 October 2023
Subject … Amended Review as requested Subject: We are unable to publish your review 0303920 Comment reference number: 1682574 I have been a patient with Wheatfield Surgery for many years but am really not happy at the moment. I ordered my repeat prescription on 19/10/23 but it wasn’t issued on the same day like it usually was. A medication review had been done but the GP didn’t speak to me about it. I was upset about this as despite me signing a disclaimer form to continue receiving my Zapain painkillers for the pain in my knees it had been written on my online record to only prescribe 1 month of these tablets! I told the GP on my last telephone appointment after my knee x-ray that I needed these painkillers as paracetamol doesn’t work when the pain is bad and I’m unable to take Ibuprofen because of my other tablets. The GP is aware that I only take these painkillers when the pain is bad Im only prescribed a weeks supply each month not enough to become addicted to them! I visited the surgery on 20/10/23 to try and find out why this had happened and was told to call the surgery and speak to a colleague on option 2, I did this but the person was unable to help me and said I needed to speak to the GP. I called the surgery again and pressed option 1 to request an appointment but there was none available. The colleague that answered the call this time was helpful and told me that they would speak to the GP about my situation, I also spoke to this person about some routine blood tests that were due in September but I didn’t get a reminder as I usually did I was told that they could be arranged for me and I would get a callback later to confirm this. Someone eventually called me back late afternoon on Friday 20/10/23 and confirmed that they had spoken to the GP and the GP wanted to speak to me. This person arranged to give me a call back on Monday 23/10/23 regarding the appointment for the blood tests. I didn’t get a call back so checked my online record in the afternoon to see if there was an appointment and was surprised to see there was but it had been postponed! I then visited the surgery again to ask what had happened and one of the receptionists rebooked the appointment for the blood tests! I was told to give the surgery a call on Wednesday morning 25/10/23 at 08.30am to try and get an appointment to speak to the GP which I did, I wasn’t happy as I was waiting in a queue for nearly an hour only to be told there was nothing entered on the system that the GP wanted to speak to me! I don’t feel that this is a good practice to treat patients like this I am nearly 72 years old and don’t need this stress. I was eventually given an appointment to speak to the GP for the end of November in 4 weeks time it’s ridiculous when it’s the GP that requested to speak to me. It seems to me that the communication at this surgery is very poor.
Visited October 2023
Review titled Wheatfield Surgery
Replied on 03 November 2023
Dear Ms Cope I am currently looking into this for you-I will be in touch once I have investigated the matter thoroughly. Kind regards Michaela Campbell Practice Manager
-
Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
I phoned up this evening for my daughters blood test results when the lady told me them I ask her to pre book an appointment with the doctor as he told me to book an appointment when the results are back or if the lump on her head had not gone I want the same doctor as I don’t want to go over everything again when the doctor already knows what is going on. I was told to ring up at 8.30 in the morning I asked what is the chance of me getting an appointment she couldn’t tell me I then told her I have done this before I rung up 3 days straight to be told I can’t see the doctor I requested which I think is disgusting you should be able to see any doctor you choose. I then asked her if I could pre book an appointment I was told no again I have to ring at 8.30 in the morning which i no i am not going to get an appointment. i think its wrong you can not pre book or get the doctor you want to see
Visited October 2023
Review titled Wheatfield Surgery
Replied on 25 October 2023
Dear Anonymous I have looked into this for you and have found and listened to the telephone call you made to our surgery. I am very sorry that this has happened to you and I have asked Diana the Reception Manager to call you this morning to offer you an appointment with your requested GP. I would like to apologise for this experience as it should not have happened and I would like to assure you that the member of staff has been addressed regarding this and she will not repeat this again. I along with the reception team are working hard to offer our patients a well run service and we are getting there bit by bit. I appreciate you taking the time to leave feedback and I hope you in the future have a better experience. With Kindest Regards Michaela Campbell Practice Manager
-
Review titled Very unprofessional
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2023
My husband is deaf so can’t use the phone . I been calling the surgery on his behalf since 1988 . He asked me to call the surgery about blood tests and blood pressure. After a lot of confusion about who I was calling for they refused to talk to me about my husband. I was not aware of any changes had no letter or anything to say I would have to fill in a form stating I needed to talk on my husband’s behalf. They was very rude and unprofessional. The person I was speaking too sounded very inexperienced. Both being disabled we find this infuriating it’s hard enough getting to see a doctor and over the phone consultation so now they won’t let me speak on my husband’s behalf . Seriously. Why didn’t they send me this so called form I am supposed to fill out . After being with this surgery since 1988 am now considering to move. Not happy
Visited June 2023
Review titled Wheatfield Surgery
Replied on 28 June 2023
Dear Anonymous I would like to help you resolve this matter and find out who you spoke to. As you have left an anonymous review I am unable to. Please contact the Reception Manager, Diana at the surgery and she will be able to assist you with this. Kind regards Michaela Campbell Practice Manager
-
Review titled Ok practice
Rated 3 stars out of 5
by Elaine Whitlock - Posted on 14 June 2023
On the 23rd of may i had an appointment with a lady She was lovely and helpful. I was asked to book a review this month. I was given a phone call appt for 13th of June. A lady called me at 9.05 pm. First she got dates of my visit mixed up and told me i had been seen on 9th June. It was confusing as i wasnt at doctors that day. I was also in bed. I tried to explain but couldnt get a word in. I tried to tell her my issues had improved but she just kept saying i had to have a face to face appointment. I felt i was being spoken to like a child and chastised. I got off the phone in tears after just saying yes to booking an appointment . I am nearly 70 and felt like i was 4. Surely this isnt how a patient should be left feeling.
Visited June 2023
Review titled Wheatfield Surgery
Replied on 28 June 2023
Dear Ms Whitlock Further to our investigation as you know your appointment was with Evexia the out of hours service and this has been resolved with them directly. This was not a fault of Wheatfield Surgery. Kind regards Michaela Campbell Practice Manager
-
Review titled Very Poor Communication
Rated 1 star out of 5
by John Barclay - Posted on 02 March 2023
I visited the surgery today as my repeat prescription for diabetic medication had not been completed. When I approached the receptionist, she was abrupt, almost aggressively asking me if I had an appointment. When I explained why I was there she abruptly asked me to wait whilst she finished talking to another reception staff member. Eventually, the lady researched my details on the computer and told me that the prescription had not been completed due to “technical reasons” as the computer had not been working correctly last week. She then told me I would have to come back later to collect the prescription. When I asked her what time I should attend she said she did not know but I would have to come back later. I explained that I was working later in the day and would find great difficulty in returning. She then quite angrily told me that I would have to return later and could not give me a time. I then reminded her that it is essential that diabetic medication should be taken without interruption and asked why, when these “technical problems” occurred, I could not have been contacted by text to let me know. I could then have collected the prescription in a timelier fashion. She informed me that this was not possible due to the “technical problems” and that they were dealing with the missing repeat prescriptions as and when people reported their absence to the surgery. This seems an incredibly dangerous thing to do as many people who need their medications will not get them on time. There were no notices in the surgery regarding the issue and I do feel that more effort could have been made to inform people. I have been a nurse since 1980 so have had a long experience of working in a variety of NHS settings and I must say I have never felt so dissatisfied and disappointed with the communications from a caring setting than what I had this morning. The receptionist was rude, defensive, dismissive and seemed angry that I dared to question her reasons for the lack of repeat prescription. This is not the first time I have I have been at the wrong end of poor communication from the surgery but I usually ignore it. I am somewhat suspicious of the accuracy of the explanation of "technical problems" as I have been given this excuse before. So if this was true perhaps a better computer system should be employed? Either way, I know from my long experience of delivering health care that being busy or “technical problems” is not the fault of the person receiving care and such rudeness is inexcusable.
Visited March 2023
Review titled Wheatfield Surgery
Replied on 14 June 2023
Dear Mr Barclay Thank you for taking the time to leave feedback. I am sorry that you have not had a positive experience with your prescription. If you wish to contact me at the surgery I would be more than happy to discuss this in person. Kind regards Michaela Campbell Practice Manager