Whitehill Surgery
Whitehill Lane, Aylesbury, Buckinghamshire, HP19 8ENContact details and opening times
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Reviews
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 29 February 2024
Many GP surgeies are bad these days but Whitehill/Fairford Leys surgeries are truly appalling. Appointments are made by calling at 8:30 each day. The automated attendant offers same day appointments for urgent needs but the system says 'call has failed' and cuts off callers once the queue reaches 35 which it does a few seconds past 8:30. There is another aption to book a call back. This is offered even when no call back slots are available, so the receptionist who calls back will say to call back 2 weeks hence for an appointment the following month. Needless to say on that day hundreds of people will call. In addition to the appalling appointment system, the practice covers 2 catchment areas but has only a handful of part time GPs. Since the practice receives a set amount per registered patient, they are ckearly gaming the system by registering more patients than they have capacity for. I see that even though they cant service their current patient list they are still registering new patients. If per chance you do get to see one of the GPs and you get a referral for a scan etc, if nothing is discovered they do not follow up further treatment/investigation. So your symptoms may persist but you will struggle to get to see/speak to your GP to follow up. There is no mechanism to send GPs a message via the NHS app or other means. The practice has had these problems for many years and nothing ever improves. No wonder so many people go to a&e with GP Practices like this.
Visited February 2024
Review titled Whitehill Surgery
Replied on 22 April 2024
Dear Patient, thank you for your feedback. I am sorry to read your review. I understand and share your concerns around access to appointments. As you may know there is a significant demand placed on NHS primary care services which has meant that there are certain processes in place to help safely manage it which includes the 111 service. Patients have the option to visit A&E if urgent care is needed or visit local pharmacy if appropriate. We do understand the frustrations felt by patients accessing their local GP surgery and we are working hard to accommodate the increased level of demand. Aylesbury GPs have a close working relationship and regularly meet to discuss local challenges. Each surgery is experiencing challenging and growing strain with declining GP numbers, a significant rise in demand, a struggle to recruit and retain staff and a huge increase in new registrations from local housing developments. Please let your MP know of the issues you are experiencing. The crisis facing General Practice is bigger than just our local practices, it is a national issue affecting everyone. The surgery have one primary and one secondary boundary area and this is the same for majority of the surgeries in the local vicinity. Regarding test results, the surgery will normally contact patients if their test results are abnormal. It is not an usual practice to contact patients if their results are normal, but patient are always welcome to get in touch with us regardless of test outcome. Also, please note that Fairford Leys is our surgery hub and we share the same clinical and non clinical team across both sites. Kind regards Nadia IT & Operations Manager Whitehill surgery
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Review titled What is the point
Rated 3 stars out of 5
by Anonymous - Posted on 12 February 2024
I rang @ 8:30 and went right through the process 17 times (previous 16 times was told Call Failed). On the 17th attempt I arranged to be called back. The call back came quite quickly and I was told there are no more appointment and was invited to go through the same thing again tomorrow. No thanks.
Visited February 2024
Review titled Whitehill Surgery
Replied on 22 April 2024
Dear Patient. Thank you for your feedback. I am sorry that you were not able to secure an appointment. Our telephone system can hold up to 65 calls at any given moment and this is the main reason for a failed calls. I do understand and share your concerns around access to appointments. As you may know there is a significant demand placed on NHS primary care services which has meant that there are certain processes in place to help safely manage it which includes the 111 service. Patients have the option to visit local A&E department if urgent care is needed or visit the pharmacy if appropriate. Kind regards Nadia IT & Operations Manager Whitehill surgery
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2023
Possibly the worst surgery in the uk, E V E R Y time you try to call to book appointments it just says the call has failed. I'm surprised they even need any GPs working, because I'm surprised anyone can even achieve booking an appointment.
Visited December 2023
Review titled Whitehill Surgery
Replied on 01 February 2024
Good afternoon, thank you for your feedback. Sorry to read your review. Our telephone system can hold up to 65 calls at any given moment. This is the main reason for a failed call. Have you tried the QueueBuster that holds your place in the queue? We do understand the frustrations felt by patients accessing their local GP surgery and we are working hard to accommodate the increased level of demand. Aylesbury GPs have a close working relationship and regularly meet to discuss local challenges. Each surgery is experiencing challenging and growing strain with declining GP numbers, a significant rise in demand, a struggle to recruit and retain staff and a huge increase in new registrations from local housing developments. Please let your MP know of the issues you are experiencing. The crisis facing General Practice is bigger than just our local practices, it is a national issue affecting everyone. Remember, on the day advice is still available from 111. Patients have the option to visit their local pharmacy if appropriate. Kind regards Whitehill surgery
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Review titled Horrible experience
Rated 1 star out of 5
by Anonymous - Posted on 20 October 2023
Unable to book the telephone appointment with GP for a month already. Tried to call at 8.31 am, but no appointment are left. I don't know what to do.
Visited October 2023
Whitehill Surgery has not yet replied.
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Review titled Dreadful
Rated 1 star out of 5
by Anonymous - Posted on 21 April 2024
Since September 2023, an elderly frail patient has been waiting to see a doctor after being discharged from hospital with multiple conditions. The service here would be appalling if there was one.
Visited September 2023
Review titled Whitehill Surgery
Replied on 22 April 2024
Dear Patient, thank you for your feedback. I am sorry to read your review. Please, provide us with more details on our email: bobicb-bucks.whitehillsurgeryadmin@nhs.net so that I can investigate this further. Kind regards Nadia IT & Operations Manager Whitehill surgery
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2024
Receptionist said no when I asked to see an actual GP! I then ended up in A and E ! And the time before that he didn’t even come into the drs room to see and check up On me I was seen by a paramedic!!!
Visited September 2023
Review titled Whitehill Surgery
Replied on 22 April 2024
Dear patient, thank you for your feedback. I am sorry to see your rating. The surgery operates with a multidisciplinary team and in a time where we have a demand that outweighs the available appointments, we also need to have the GP appointments free for complex needs, so we need to utilise the other very capable clinicians. I can assure you that at any time our paramedics or specialist nurses become uncertain of a particular health concern, they will consult with a GP for continuation of a treatment. Kind regards Nadia IT & Operations manager Whitehill surgery
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Review titled Impossible to get hold of a doctor when you need it
Rated 1 star out of 5
by Olga Corrigan - Posted on 14 August 2023
Tried to make an urgent appointment for my partner who is not able to walk because of his back pain. Called them first thing. Got a call back from the surgery only to be told that there are no appointments available. This is unacceptable and my partner continues to suffer from pain. They did not even have any decency to offer a phone appointment. He needs an urgent referral to a specialist and he has to wait in pain for tomorrow without any guarantee that there will be an appointment there. Totally appaling.
Visited August 2023
Whitehill Surgery has not yet replied.
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Review titled Very bad customer service and bad GP service
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
I’ve been trying my luck to secure an appointment for the last 6 months on a random days in the morning but unsuccessful. This isn’t just about a common flu/cold. I have a comorbidity which needs to be monitored closely. I started to experience symptoms which aren’t usual and very concerned that it may have been progress but no idea of what’s happening but it was challenging to secure appointment. To top it off, this GP has a very non empathic receptionist who would always say try to call tomorrow and hung up the phone loudly at the end of the call. This is very frustrating and this add stress to me. When I will secure an appointment?? NHS please look in to this please.
Visited June 2023
Review titled Whitehill Surgery
Replied on 26 June 2023
Good afternoon Sorry to read your review. Have you tried the QueueBuster that holds your place in the queue? We do understand the frustrations felt by patients accessing their local GP surgery and we are working hard to accommodate the increased level of demand. Aylesbury GPs have a close working relationship and regularly meet to discuss local challenges. Each surgery is experiencing challenging and growing strain with declining GP numbers, a significant rise in demand, a struggle to recruit and retain staff and a huge increase in new registrations from local housing developments. Please let your MP know of the issues you are experiencing. The crisis facing General Practice is bigger than just our local practices, it is a national issue affecting everyone. Remember, on the day advice is still available from 111. We would like you to email your full complaint so we can investigate further regarding unprofessional behavior. Our email is: bobicb-bucks.whitehillsurgeryadmin@nhs.net Look forward to your reply. Kind regards Complaints Team Whitehill Surgery
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Review titled I grow tired of this surgery
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2023
Whilst there really are some incredibly lovely people who want to help they sadly are ruled and outruled by the rudest and frankly, cruelest staff. I'm so sorry to post such a bad review. They dont have enough people to answer the phone. You can be stood in front of them and they will not give you an appointment because you are jumping the queue ahead of people who phone in. You have to phone, they will not deal with you at reception for an appointment. You can be on the phone half an hour, walk to the practise still on the phone and they accuse you of queue jumping. They tell you to call 111, they dont offer appointments even on a next month basis. You cannot get in to see a GP, i dont actually know who mine is. They need a huge shake up. Are t here any Drs actually in the surgery or do they all work from home diagnosing by phone? I would love to rate this surgery, my daughter cant even get ADHD meds bc the surgery do not adopt the shared service. If you go to High Wycombe where Whiteleaf send you for and adult ADHD assessment our stuffed, bc whitehill will not write your prescription. The odd act of kindness by a more humane staff member is not enough to undo the rudeness and lack of care and responsbility. I am so very sorry, I hope this improves I really do, but at the moment, this is the worst service in Aylesbury, and Aylesbury is not a good NHS service. you get seen much, much, much quicker up north.
Visited May 2023
Review titled Whitehill Surgery
Replied on 06 June 2023
Good afternoon. We are sorry to read about your experience. Please, raise your concerns via email: bobicb-bucks.whitehillsurgeryadmin@nhs.net Shared care prescribing is at the doctors discretion. They will not take it on if they feel the specialist need to continue to monitor this. We do understand the frustrations felt by patients accessing their local GP surgery and we are working hard to accommodate the increased level of demand. Aylesbury GPs have a close working relationship and regularly meet to discuss local challenges. Each surgery is experiencing challenging and growing strain with declining GP numbers, a significant rise in demand, a struggle to recruit and retain staff and a huge increase in new registrations from local housing developments. Please let your MP know of the issues you are experiencing. The crisis facing General Practice is bigger than just our local practices, it is a national issue affecting everyone. We have recently taken part in an NHS England programme to improve access to the surgery. Mainly by triaging patients to alternative and more relevant services where it is appropriate. Evidence suggests that up to 30% of GP consultations could be more appropriately seen by someone else (i.e., community pharmacist) or could be completely inappropriate. The reception staff have received training from the NHS programme, local pharmaceutical committee and we now have a mental health practitioner who has joined the team. Going forward we hope you will have positive experience when contacting the surgery.
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Review titled Good luck getting an appointment!!
Rated 2 stars out of 5
by Anonymous - Posted on 11 June 2023
Unable to make appointments at the desk for on the day All appointments gone when you do eventually get through by phone Tried making a prebooked appointment at beginning of May to be told "All appointments for May booked up now, you just have to keep trying. Unable to Make an appointment for 6 weeks ahead as requested by GP. Told by the receptionist to contact the surgery in 6 weeks to be given an appointment as the surgery doesn't make prebooked appointments!! If you don't suffer with stress and anxiety you will do by the time you manage to see a GP
Visited May 2023
Review titled Whitehill Surgery
Replied on 13 June 2023
Good afternoon. Thank you for your review. We are sorry to read about your experience. We have pre-bookable appointments, however they get filled very quickly. We ask patients to book appointments via telephone (excluding those with hearing impairments) because we want the queue to be fair. Please, email us on bobicb-bucks.whitehillsurgeryadmin@nhs.net with more details and we will be happy to investigate further. if you have any suggestions, please email it to us. Hope going forward you will have more positive experience with us. Kind regards, Complaints Team Whitehill Surgery.