Wye Surgery
Oxenturn Road, Wye, Ashford, Kent, TN25 5AYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent service
Rated 5 stars out of 5
by Ryan - Posted on 01 August 2024
Doctor at ENT and his team was very professional, detailed and timely. Doctor explained the cause, the treatment and after care.
Visited August 2024
Review titled Wye Surgery
Replied on 06 August 2024
Dear Ryan, Thank you very much for your 5 star review of Wye Surgery. I am very pleased to hear that you found the ENT service we provide to be excellent. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Amazing Practice
Rated 5 stars out of 5
by Judith Silcock - Posted on 11 August 2024
I’ve recently needed to attend the Wye surgery and have seen the paramedic. She is absolutely fantastic I could not have received better treatment. She is kind, understanding and listens to the information I have given her. She has followed up with tests and phone calls. What more could you ask for. We have been with Wye Surgery for well over 50 years and in that time we have had such great service. I hear other people complain ing that they can’t get a doctors appointment but when it has been necessary we have either been able to see someone or had a doctors call back which has often been able to deal with the problem. Thank you to all the doctors, paramedic and all the other staff that keep this such an amazing surgery.
Visited August 2024
Review titled Wye Surgery
Replied on 12 August 2024
Dear Mrs Silcock, Thank you so much for your 5 star review of Wye Surgery. I am really pleased to hear that you have found Sarah to be fantastic. We work hard to try and provide an excellent service for our patients during what is a difficult time for General Practice. It's rewarding to know that our efforts are achieving our aim. We appreciate you taking the time to provide us with positive feedback. I will share your comments with the rest of the team. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Good efficient experience
Rated 5 stars out of 5
by Mr Kenneth Burge - Posted on 02 February 2024
After visiting the nurse practioner today .I received a very efficient and thorough consultation.Felt that I was in good hands.
Visited February 2024
Review titled Wye Surgery
Replied on 06 August 2024
Dear Mr Burge, Thank you very much for your 5 star review of Wye Surgery. I am very pleased to hear that you received an efficient and thorough consultation and that you felt you were in good hands. Kind regards, Tara Tara Wilson Practice Manager
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Review titled going from bad to worse
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2023
I completed an E-consult on a Friday knowing i would be at home on the Monday to take the call. I got an email telling me i would get a call the following Friday!!!!! So now it takes a week to get a call back?
Visited November 2023
Review titled Wye Surgery
Replied on 05 December 2023
Dear Sir / Madam, I am very sorry to hear that you are unhappy with the waiting time for an appointment at Wye Surgery. All of our eConsults are triaged and appointments are offered based on the urgency of your request. Our current waiting time for a routine, non-urgent, appointment is one week. This meets the governments expectation of appointments being offered within two weeks. We also have a daily duty doctor for any urgent issues that need to be dealt with on the same day. We do often have appointments that become available throughout the week. I would recommend that you sign up to Patient Access which will allow you to book available appointments online. Unfortunately, without any further information I am unable to look into your specific case. If you would like me to look into your request for an appointment in more detail please contact me using the contact us form on our website. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Really impressive GP service
Rated 5 stars out of 5
by Anonymous - Posted on 24 October 2023
Consulted Dr re long term swelling to right knee. In depth examination and full explanation as to his thoughts and initial tests required. Following day I received a message to say that he wanted me to have additional blood test before deciding the next action. This may well be a long term job but Dr has given me great confidence to face the future and to consider the options when we get to that point.
Visited October 2023
Review titled Wye Surgery
Replied on 31 October 2023
Dear Sir / Madam, Thank you so much for taking the time to leave Wye Surgery a 5 star review. I'm very pleased to hear that you had an in depth examination and the doctor explained everything to you in full. It's great to know that the doctor has given you confidence for the future. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Telephone contact
Rated 3 stars out of 5
by Anonymous - Posted on 19 September 2023
You ring this surgery and you wait in the queue - if you are lucky you get to "you are first in the queue and will be answered by the next available representative" and no one answers! You receive a letter asking you to book a blood pressure check- the first time you actually manage to speak to someone and there are no appointments - you are asked to call again but next time you call you cannot get an answer! It makes you feel like giving up! If you have this sort of telephone system you actually need staff to answer the calls!
Visited September 2023
Review titled Wye Surgery
Replied on 21 September 2023
Dear Sir / Madam, I am very sorry to read your 3 star review of Wye Surgery. Unfortunately, without your details I am unable to investigate the circumstances around your specific experience. However, I can address some of your concerns more generally. We are currently booking all eligible patients in for their flu and covid vaccinations. From previous years experience, we know that this can clog up our telephone lines. We have tried to mitigate this by sending all patients with mobile telephones self-booking links. This has significantly reduced the number of calls coming in to the surgery, however, we do have a large number of patients who do not have mobile telephones so are calling the surgery to book their appointments. We do always have staff answering the telephones but we are aware that our lines are often busier at particular times of the day. We are working towards moving to a new system that can provide us with adequate reporting to ensure we have the right number of staff at the right times. We do have appointments available with our HCA's and nurses over the coming weeks, so I am unsure why you were advised that there were no appointments available to book your blood pressure check. Again, without further information I am unable to look into this in detail. Please feel free to contact me using the contact us page on our website and I will look into the matter for you. Kind regards, Tara Tara Wilson Practice Manager.
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Review titled Disappointing
Rated 2 stars out of 5
by Anonymous - Posted on 03 August 2023
I contacted the Surgery about an urgent MRI. The hospital had requested a new referral for me. Seven working days later the referral remains with the admin staff!!!!!
Visited August 2023
Review titled Wye Surgery
Replied on 11 August 2023
Dear Sir / Madam, I was sorry to read your review of Wye Surgery. Unfortunately, without further information I am unable to investigate the matter in full. I have looked into our recent MRI requests and can't find a record of any that have been delayed. I would be grateful if you would send us full details using the contact us page on our website. We can then investigate the matter further. Kind regards, Tara Tara Wilson Practice Manager.
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Review titled Unacceptable
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2023
Really shocking that a GP surgery will leave the phone ringing for over 35 minutes - at which point I gave up. Especially frustrating as for 25 of those minutes, it was telling me that I was first in the queue…
Visited August 2023
Review titled Wye Surgery
Replied on 29 August 2023
Dear Sir / Madam, I am very sorry to hear that you were waiting in a queue for 35 minutes when trying to get hold of the surgery. I would like to be able to investigate this matter further but am unable to do so without the date or time of your call. Please would you send me further information using the Contact Us form on our website so that I can address any issues we may have with our telephone lines. Please mark the form for my attention. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Still not great
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
Still not easy to see your Dr of choice, which, if you're dealing with mental health issues is difficult. At least you no longer rudely get told you should use the e consult when you did already and got to a page telling you to ring the practice directly. Feel very much a number, very different from 15 years ago where I felt like a patient.
Visited June 2023
Review titled Wye Surgery
Replied on 05 July 2023
Dear Sir / Madam, I was sorry to hear that you have not been happy with your recent experience of Wye Surgery. The surgery offers our patients the ability to book both telephone consultations and face to face appointments online. All of our doctors have appointments online, so you can choose who you see when using this method. If you prefer to call the surgery to book a routine appointment, you will be offered the option of a telephone consultation or face-to-face appointment. You will also be offered the choice of GP or the next available appointment, whichever is more convenient for you. If there is a specific doctor you wish to see then please ask to be booked with them. The only exception is if you request a same day, urgent appointment, which cannot wait for the next routine appointment. In these instances, you will be booked with the daily duty doctor. I can assure you that our staff do not view our patients as numbers and I am very sorry that you feel this way. Kind regards, Tara Tara Wilson Practice Manager
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Review titled Wye surgery not able to provide basic care
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2023
Wye surgery no longer seems able to offer even the most basic NHS services to its patients. I do not access the services regularly and have only had two interactions with them in the last two years. In both cases I have come away wondering what their actual purpose is? They seem to be a gateway into other local NHS services rather than operating as a GP surgery? I have to question why they need to lean so heavily on Accident and Emergency and the William Harvey's Urgent Treatment Centre for simple patient issues? The processes in place to access doctors are novel, and do not seem patient centric. The staff seem professional enough when they are telling you no doctors are available for appointment today. I hope they can turn things around and begin to provide the services we as British citizens have historically been so proud of, but at this time I could not recommend Wye surgery. They have the ability to comment on these reviews - are they able to explain their position?
Visited March 2023
Review titled Wye Surgery
Replied on 16 March 2023
Dear Sir / Madam, I was very sorry to read your 1 star review of Wye Surgery. Your grievance is in relation to being signposted to A&E and the Urgent Treatment Centre. The surgery does, on occasion, receive calls from patients who require emergency medical attention. General Practice is not an emergency service, but it is often a gateway to other NHS Services, as you rightly point out in your review. Patients that require emergency medical attention, e.g. if they are having a stroke or heart attack, will be advised by our team to attend A&E or call an ambulance. This is the safest possible course of action for emergency issues. General Practice is currently under an extreme amount of pressure. The demand for GP services is rising while the number of GP’s in the country is declining. The NHS has developed a Long Term Plan which, in part, addresses the need to ease the pressure on both A&E and primary care services. UTC’s are GP led services that have been implemented across the country to address the issue of overflow of urgent issues that do not require a hospital visit but exceed the capacity of GP surgeries. As a surgery we have recently changed our appointment system, to meet the needs of our patients, to improve access and to increase capacity. We now offer our patients the ability to book appointments up to two weeks in advance. This can be done in person, over the telephone or online. We offer our patients the choice of GP, as well as the choice of a telephone consultation or face to face appointment. The new system has been well received by the vast majority of our patients. We also offer same day appointments for urgent acute issues that cannot wait until the next available appointment. Unfortunately, we do not have unlimited capacity and there will be times where demand exceeds the number of appointments that we can safely offer. In these instances we advise patients to contact an Urgent Treatment Centre. There are ways in which our patients can help improve our appointment availability. In recent weeks we have come across patients who have demanded same day appointments for issues that would have been able to wait for a routine appointment, patients that have booked urgent appointments via NHS111 only to tell the GP, when contacted, that the issue has now resolved and patients that have refused to attend the UTC. Each of these examples means that we may not have been able to offer same day appointments to patients with genuine urgent issues. In the last working week the surgery has had 24 DNA’s. These are appointments that patients booked but did not attend. We ask that our patients cancel unwanted appointments so they can be rebooked for patients with a genuine need. I hope that my response has explained the use of A&E and UTC’s. Kind regards, Tara Practice Manager.