Windrush Surgery
21 West Bar Street, Banbury, Oxfordshire, OX16 9SAContact details and opening times
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Reviews
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Review titled Frustrating
Rated 3 stars out of 5
by Anonymous - Posted on 31 May 2023
Been trying to make an appointment for a routine smear test and have been told twice now, that there are no appointments available and to try again in another weeks' time. I understand the NHS is under pressure, so are we as patients. We are being pressured to make these routine appointments and when we do it's very frustrating to get an appointment.
Visited May 2023
Review titled Windrush Surgery
Replied on 02 June 2023
Dear patient Thank you for the feedback, we are sorry to hear that you have been unable to book a routine appointment. We understand how frustrating this is for you and want to get you seen as soon as we can. We currently have available appointments on forthcoming Saturdays, if this would be convenient for you, please give us a call on 01295 251491 or use the forms on our website and we’ll arrange this for you. We are working hard to improve access to the surgery and make available more appointments, again we apologise that you were unable to book an appointment with us. Yours Sylvia, Practice Manager
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Review titled Needs to be urgently reviewed by CQC
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2023
Last CQC report was back in 2017, where the surgery was marked as 'good', after being found semi-functional the year before. 6 years on and things are way worse than they were in 2016. The advent of covid seemingly shifted the surgery from a busy but mostly adequate practice into one that is seemingly terrified of dealing with patients. The staff hide behind made up policies - think I've even had GDPR quoted at me once! - that make booking an appointment or seeing a doctor in person an almost impossible task. The appointment lines theoretically run from 7:30 to 12:00, but if you're lucky enough to actually get through to one of the jobsworth receptionists within the hour, chances are they've already decided not to take on any more appointments for the day anyway. Appointments can't be booked through patient access either, presumably because it's too much work to set it up? No doubt there'll be some copy and paste response to this review asking me to contact the surgery to discuss ; fairly obvious issue there being that ... it's impossible to contact the surgery.... A genuine embarrassment to the NHS, and immediate oversight is needed by CQC.
Visited May 2023
Review titled Windrush Surgery
Replied on 26 June 2023
Dear Anonymous. Thank you for the feedback. Windrush Surgery had a CQC annual review in 2019 and a monthly review in June 2023 both resulting in the CQC stating there is no need to carry out an inspection or reassess the current rating. In April and May this year the Practice conducted 3258 face to face appointments and 4065 phone appointments, averaging over 900 appointments each week. During this time we answered 7860 phone calls. We are a very busy Practice caring for hundreds of patients every week. We use patient access and the NHS app where appropriate and send online booking links to patients for them to self book their own condition reviews. Our phone lines open at 8.30 am each day. If you would like to discuss any of the above or a specific grievance you have, we are more than happy to talk with you. Please call 01295 251491 or come into reception and ask for the Practice manager. Kind regards Windrush Surgery
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Review titled Excellent practice
Rated 5 stars out of 5
by Anne Wylie - Posted on 13 May 2023
Have been with Windrush since 1971, along with my late husband and three children. Have always been well treated, often beyond the call of duty, too many instances to mention. They are coping as well as possible in the current circumstances.
Visited May 2023
Review titled Windrush Surgery
Replied on 12 June 2023
Dear Anne Thank you for the feedback, we are so pleased to hear that you have had positive experiences at the practice. Thanks for taking the time to tell us, we have passed this on to all the team. Many thanks Windrush Surgery
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Review titled Great experience again
Rated 5 stars out of 5
by Amanda Gilhooly - Posted on 20 April 2023
I booked my appointment online 15mins with the Doctor Made joint decisions Given referral at my appointment Great receptionist as well Thanks
Visited April 2023
Review titled Windrush Surgery
Replied on 12 June 2023
Dear Amanda Thanks for the feedback, we really appreciate the time you took to let us know about your experience. We will pass this on to the team. Kind regards Windrush Surgery
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Review titled Totally uncaring
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
I can't stress enough how poor this practice is. From the first abrasive auto-receptionist call to book impossible to get appointments, to the indifferent triage call you eventually receive after endless tele-queue waits at 8.30 am to speak to anyone. I've no idea who these supposed doctors are on the end of the line but suspect they never venture into the surgery. They are always different and know nothing about their patients. Three times now I've had hospital consultants or nurses telling me to speak to my gp about follow up treatment, and that the dr will call me, but they never do and you can never make an appointment to see one when you try. If ever you end up in the surgery to see a usually very friendly nurse, the waiting room's completely empty, with a back office that looks like a call centre. Yesterday, I filled in the online NHS form to book an appointment, giving many details as instructed, only for a curt message back from the surgery instructing me to call them at 8.30 am or 1.30 pm. I called at 1.30 pm today and the obnoxious auto-respondent told me to ring at 8.30 am! How many sick, especially mentally ill, people must just give up and end up really ill, needing far more treatment as a consequence of this negligent attitude? Disgracefully poor practice!
Visited April 2023
Review titled Windrush Surgery
Replied on 12 June 2023
Dear Anonymous Thanks for the feedback, this is far below the standards we set ourselves. We are working hard to improve access to the surgery and increase capacity to ensure all patients in our care are well looked after. We are sorry this has not happened in your case. We are more than happy to discuss this with you and learn from your experience. Please call 01295 251491 and ask to speak to the practice manager. We have passed on your feedback to the team. Many thanks Windrush Surgery