Wheatfield Surgery
60 Wheatfield Road, Lewsey Farm, Luton, Bedfordshire, LU4 0SYContact details and opening times
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Reviews
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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
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Review titled Shambles of a practice
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2023
The receptionists are ridiculously rude. I can confidently say on behalf of the public no one wants to be ill and want to need medical services so I fail to understand why they think it’s okay to be rude or unhelpful! Patient documents are constantly misplaced despite them being emailed and scanned numerous times! It’s takes you a month to get an appointment just to discuss blood test results. A month. Can you imagine how much things can change?! Takes forever to get any appointments. Cancels them without notice and no apology either. Doctors are quick to dismiss patients. Basically if you register here or seek any help - you’re asking to be seriously ill. I get NHS is underfunded and understaffed but the above points can be easily avoided. All the practice manager does is responds to complaints on this website but doesn’t actually do anything. Staff should be ashamed of themselves and if you hate your job that much - leave.
Visited February 2023
Review titled Wheatfield Surgery
Replied on 08 February 2023
Dear Anonymous As you have chosen not to give your name I am unable to help you directly. All staff, doctors and nurses are working very hard at Wheatfield Surgery under the immense pressures we face to help our patients get the help they need. We are changing our appointment system and we have recruited more staff in order to improve the service we give to the local community. Whilst we enjoy the compliments we receive we are also keen to assist patients who feel that we can do more so if you would like to contact me at the surgery I would be happy to assist you with your multiple issues. Regards Michaela Campbell Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2023
Following a consultation with a Doctor on 16/01/23, I booked a follow up appointment for today, 02/02/23, at reception. When I arrived the receptionist said I didn’t have an appointment and offered me the 16/02/23! Or call in the morning, oh yeah, and be 30th in the queue!! Disgraceful!
Visited February 2023
Review titled Wheatfield Surgery
Replied on 03 February 2023
Dear Anonymous I am sorry to hear that there seems to have been some confusion with your appointment yesterday. As you have left no name I am unable to contact you but if you wish to contact me at the surgery I would be very happy to help you with this matter. Kind regards Michaela Campbell Practice Manager
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Review titled Patient rejected, go away, after 30 years.
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
After over 30 years at the GP, I have been seeing the shame 2 doctors during such time on on their advice stuck with the GP, I have been told to find another GP immediately as they will no longer (after a 30 day period) service any requests or appointments. At an age of 60+ and poor memory, such a large change with minimum notice is not easy to understand and manage. On calling they gave little consideration or understanding of the situation and were extremely rude and wanted to be rid of us. Avoid this GP as they don't care about their patients, only keeping their jobs easy and simple.
Visited January 2023
Review titled Wheatfield Surgery
Replied on 03 February 2023
Dear Anonymous I am sorry that you felt you should leave a review such as this. As your review has no name I am unable to contact you so please contact me at the surgery where I will be only too happy to assist you with this matter. Kind regards Michaela Campbell Practice Manager
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Review titled Pathetic service
Rated 1 star out of 5
by Issac Jiri - Posted on 04 October 2022
Got kicked out 2 days in a row saying the times I booked and on my text where different from their system, the treatment and way I was spoken to were totally different to the white gentleman in front of me by the rude receptionist
Visited October 2022
Review titled Wheatfield Surgery
Replied on 05 October 2022
Dear Issac Jiri, Thank you for your feedback, I am sorry that you have had a negative experience at our practice. Would you mind e mailing me directly with your date of birth, and as much detail as you can about the incident please so I can look into your concern more robustly. My E mail address is tabatha.saunders@nhs.net Kind Regards, Tabatha Saunders Practice Manager