Wye Valley Surgery
Wycombe Hospital, Queen Alexandra Road, High Wycombe, HP11 2TTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Absolutely Terrible
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
Spent 30 minutes in the phone when I became number one caller had to wait another 15 minutes, never call them they are absolutely rude, disgusting attitude and they were purposely leave you waiting. Disgusting behaviour, absolutely horrid call staff with a horrible malicious attitude. Then they tell me they have no appointments call back tomorrow.
Visited December 2023
Review titled Wye Valley Surgery
Replied on 18 October 2024
Dear Patient Thank you for your feedback. I am sorry your interaction with our reception team has not been positive. We are in the process of building a new Team so your feedback will be relayed back to them so they understand that they need to have empathy and understanding when dealing with our patients. Unfortunately when all appointments have gone for the day they can only advise to call back the following day Kind regards Vicki Avery Patient Services Manager
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Review titled Rude receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 24 November 2023
I really can't say anything bad about the doctors at the clinic. They always help me and my family. But unfortunately some ladies at the reception are very rude. There is no word - see you, goodbye, they just put on the phone and there is no opportunity to ask anything else. you even feel like you're doing something wrong by calling the clinic to make an appointment.
Visited November 2023
Review titled Wye Valley Surgery
Replied on 18 October 2024
Dear Patient Thank you for your feedback. I am sorry your interaction with our reception team has not been positive. We are in the process of building a new Team so your feedback will be relayed back to them so they understand that they need to have empathy and understanding when dealing with our patients. Kind regards Vicki Avery Patient Services Manager
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
I phoned the surgery on behalf of my unwell pregnant sister to book an appointment. The call handler very rudely asked why my sister didn’t ring in the morning and why am I even ringing at this time, to which I replied because she was so unwell hence why I’m ringing on her behalf. When I asked which number the doctor will ring (if it’s mine or hers), the call handler responded very abruptly. I’m appalled at the service and response I received from the women on the phone, especially when it’s regarding someone really sick. I honestly got off the phone upset. I hope this gets fed back to the staff because no one deserves to be spoken to and treated like that.
Visited October 2023
Review titled Wye Valley Surgery
Replied on 24 November 2023
Dear Patient (Sister) Thank you for your feedback. I can only apologise for the negative response you received when phoning for your ill sister. This will certainly be fed back to the Reception Manager to monitor and make improvements for the way forward with staff handling calls. If you would like to discuss this further please don't hesitate to contact me by my direct email which is vicki.avery@nhs.net Patient Services Manager
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Review titled Wonderful service from physiotherapist
Rated 5 stars out of 5
by M Khan - Posted on 11 July 2023
I have been seeing her for the last 2 years. Every time the service is exceptional, very positive. Patiently answers all my questions- .5 star service. Thank you
Visited July 2023
Review titled Wye Valley Surgery
Replied on 12 July 2023
Dear Mr Khan Thank you for your 5* review. I am glad our Physio was able to help you and l will certainly pass your review onto her. Many thanks Patient Services Manager
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Review titled Exceptional physio service
Rated 5 stars out of 5
by Anonymous - Posted on 01 July 2023
Physio was extremely professional and very knowledgeable. Took time to explain my condition as well as recovery time frames. She was able to prescribe too. Overall very positive experience. Great asset to the team. Thank you Wye valley.
Visited June 2023
Review titled Wye Valley Surgery
Replied on 11 July 2023
Dear Patient Thank you for your review. We are very happy that your consultation with our Physio was so positive. I will certainly pass this feedback onto the Physiotherapist Kind regards Patient Services Manager
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Review titled Almost impossible to get through
Rated 2 stars out of 5
by Judith Beardmore - Posted on 12 June 2023
I was contacted by the surgery via text that it was time for a blood test, I have been trying to phone to book this test, I have tried three times this week, the first time after waiting on the phone for 50 minutes and second in the queue I was cut off presumably because it had reached 1pm and was now their lunch time !! I tried again the following day but was 19th in the queue I held on for awhile but after waiting 15 minutes and was still only 18th in the queue I decided to try again later. The next day I tried in the afternoon mistakenly thinking that it may be easier to get through, no it wasn't, the call was finally answered after 40 minutes, after explaining what I wanted the receptionist told me they are no longer doing blood tests at the surgery and I need to call and arrange an appointment at the local hospital. If the surgery can send me a text telling me I need this blood test why at the same time could they not have informed me that they no longer do them in house and to contact the local hospital. I have wasted one hour and 45 minutes trying to get through to the surgery, I appreciate the doctors time is valuable but so is mine.
Visited June 2023
Review titled Wye Valley Surgery
Replied on 11 July 2023
Dear Judith Thank you for your feedback. We can only apologise for the inconvenience for the time you have spent on the phone trying to get through to us. We have taken on board your concerns and have adjusted our text messaging to reflect clearly where these blood tests can now be booked Kind regards Patient Services Manager
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Review titled First Contact Practitioner
Rated 5 stars out of 5
by Anonymous - Posted on 31 March 2023
This process has worked brilliantly. After telling the receptionist about my knee problem, I was quickly given an appointment with the physio, who listened carefully and was able to prescribe an effective treatment plan. There have been helpful follow-up calls and my knee is happily well on the mend. Thank you!
Visited March 2023
Review titled Wye Valley Surgery
Replied on 31 March 2023
Thank you for your 5* review we are very happy that we were able to get you seen by the Physio so you received a good treatment plan for your knee
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Review titled Rude Staff
Rated 1 star out of 5
by Anonymous - Posted on 01 February 2023
I have had the same experience time and time again. I have ignored the rudeness of the receptionists and certain Nurses/GP's. You are constantly made to feel like a nuisance for calling to make an appointment due to pain. I respect the NHS and I understand the burden on them, hence I call up only when I can no longer find a solution to the discomfort I am facing. However, today it has left me so frustrated and upset seeing my mother crying after a phone call with the GP. She has been in immense pain for weeks, and finally, after trying prescribed/over-the-counter painkillers she took the step to call the GP to get help. Instead, she is ridiculed on the phone for constantly being in pain, the GP refusing to give her name when asked and responding you will find it on the report for today so don't worry. My mother is a sweet and friendly individual, so she does call individuals love/darling as a way to have a polite conversation. The GP shouted at her and said 'do not call me darling, I am your Dr'. These are just a few points from the conversation that took place. I have previously made complaints that I have never received a response. They are very strict on low tolerance for rudeness to staff but why is that not the case when they speak to helpless elders and individuals with language difficulties? I have seen it every time I am waiting in their waiting room, the tone of voice of disgust when speaking to patients. Is there a misconception about why individuals come to the surgeries? It has reached the extent that I am nervous to call the doctor for myself or my elderly mother, for the fear of the treatment they will give. We are all hard-working individuals who pay our NI and taxes to then be made guilty of using the services. It is upsetting the state of the surgery and how do we complain about the receptionists when the Nurses/GP's are partaking actively too. The lack of respect and dignity given to people in pain and wanting help is just not acceptable no matter the burdens or stresses they may have.
Visited February 2023
Review titled Wye Valley Surgery
Replied on 11 July 2023
Dear Patient Thank you for your feedback, we apologise for the poor experience you received in your consultation. However as this was raised anonymously we are unable to respond in detail. Please call the surgery to speak to the Patients Service Manager who will be happy to help. Our telephone number 01494 521044