Abbeywell Surgery
The Abbey, Romsey, Hampshire, SO51 8ENContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Fantastic service
Rated 5 stars out of 5
by P Bullen - Posted on 10 May 2023
I wanted to say what a fabulous service I have received from the Nightingale surgery. I phoned last week, had an appointment yesterday with one of your doctors who was very efficient. Today I had my bloods taken so well by one of your nurses, they were so professional and they were also lovely with my daughter who came along with me. Thank you very much. Kind regards, Mr Bullen
Visited May 2023
Review titled Abbeywell Surgery
Replied on 14 August 2023
Dear Patient, Thank you for your kind words. Your review has been shared with the wider team who were thrilled to read this. Kind regards Abbeywell surgery
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Review titled Terrible practise
Rated 1 star out of 5
by Irene Eve - Posted on 05 April 2023
Very badly run by whoever runs it in my experience it’s the worst drs surgery I’ve ever had ever.should be reviewed by the NHS. And feel sorry for the patients that stay with them,and put up with the very bad patient care
Visited April 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Ms Eve, Thank you for your feedback and I am sorry you feel we are very badly run. Having looked through the records, I can see that your recent contact with the surgery was a request to book an appointment via using our prescription order form. You were asked to contact the surgery via the correct channels to book an appointment. We must be fair to all our patients and cannot make exemptions (unless clinically required) to patients requesting appointments. It is for this reason that we asked you to follow the correct process in securing an appointment. I am sorry you were not happy with this. If there is any other incident you wish to discuss with us directly, please contact the surgery. Kind regards Abbeywell surgery
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Review titled No Appointments
Rated 1 star out of 5
by Karen King - Posted on 04 April 2023
Tried contacting this practice by phone several times, left message with no response. I decided the only way to get an appointment was to go to the surgery. Went into the Nightingale surgery only to be told all appointments had gone and the only way to get an appointment was to go in there everyday until successful. Absolutely disgusting level of care. Impossible especially for the Elderly and vulnerable. Something needs to change
Visited April 2023
Review titled Abbeywell Surgery
Replied on 20 June 2023
Dear Ms King, I am sorry to hear that you have experienced difficulty booking an appointment at Abbeywell. We have several appointments that become available daily however we simply cannot control how quickly these are booked by our patients. When all appointments are exhausted, we ask patients to call back another day when more appointments are released. We do not have a voicemail system where in patients can leave a message requesting appointments. We constantly review our appointment system and conduct surveys with patients to find a system that works for majority of our patients. We hope your next contact with Abbeywell will be a positive one and should you wish to discuss the matter further, please contact the management team via the practice website. Kind regards Abbeywell Surgery
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Review titled Disgusting practice
Rated 1 star out of 5
by Lauren Healey - Posted on 07 March 2023
I am horrified with this surgery. I have changed my name as i got married, I contacted them with the right info and everything was fine for months. Just today they contacted me, took all my info off the system, cancelled my future appointments, took away my ability to order my medication, took away my ability to see my medical results. I was meant to have an appointment tomorrow which they have cancelled!!!! Shocking and disgusting behaviour. I have a chronic illness and anxiety and they have completely wrecked me for doing this.
Visited March 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Ms Healey, Thank you for your feedback. Having looked at your records, it seems to be a glitch with the online services provider than the surgery as we have not taken any information from the system, nor have we cancelled any appointments, or taken away your ability to see your records or order medication. I would suggest you raise this with the online services provided as this is not managed by the surgery. I am sorry if this caused you any anxiety however I cannot see any issues with your registration with us. Kind regards Abbeywell Surgery
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Review titled No longer a good practice
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2023
The last few years this practice has gone down hill. I need a monthly time sensitive injection over 6 months to try and prevent surgery. It should be same day each month. I can't book it at my appointment. You have to wait a week to call as they only book 3 weeks in advance. You need to try repeatedly to get through on the phone (difficult when working) then can't get the day I need. On top of that my appointment has been cancelled twice last minute due to sickness. I appreciate you can't help being sick but it is not acceptable to then be 2 weeks late receiving your treatment which then makes the course of treatment barely valid. Absolute farse. Feel so frustrated and let down.
Visited March 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Patient, Thank you for your feedback and I am sorry you have experienced difficulties securing an appointment. As I do not have your details, I am unable to look in to this further and I urge you to contact us directly to allow us to investigate this matter and find a solution. Kind regards Abbeywell Surgery
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Review titled Absolutely abysmal
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2023
This practice has very very sadly gone down-hill. Trying to get a routine appointment for serious health concerns is much akin to trying to win the jackpot on the lottery. Doing away with econsults for routine matters is an absolute insult and nightmare for the working population. It’s taken me a month to be able to book a routine appointment. The NHS CCG and Care Commission really need to take a look at this surgery.
Visited March 2023
Review titled Abbeywell Surgery
Replied on 02 May 2023
Dear Patient, Thank you for your comment. We are sorry you have faced difficulties booking routine appointment at the surgery. Our phone lines to book routine appointments open at 2pm daily. We however allocate all appointments on a first come, first serve basis. This can mean that not all patients will receive an appointment when attempting to book one, but we ask patients to call back the next day. If you would like me to look in to the matter further, please contact the surgery directly with your name and contact details. Kind regards Abbeywell Surgery
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Review titled Disgusting attitude
Rated 1 star out of 5
by Emma Woolls - Posted on 29 March 2023
Appalled by the attitude and unwillingness to help from receptionists when it comes to trying to make a routine appt for mental health and contraception! Considering I gave birth 12 weeks ago and there's something called postnatal depression and someone not wanting to get pregnant again not long after giving birth! How can you not make a routine appt with a gp surgery! It's baffled me and the things the receptionist said to me was rude!!
Visited March 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Ms Woolls, Thank you for your feedback. I am sorry you felt the receptionist you spoke to was unwilling to help. Our routine appointments line open at 14.00pm and we ask patients to call in after this time, to book a routine, non urgent appointment. This is so that we can prioritise on the day, duty calls in the morning. Due to extreme pressure on primary care, we ask patients to attend the sexual health clinic, where possible, as this if often quicker. Our routine appointments gets booked up very quickly and this isn't something we can control as this is booked on a first come, first serve basis. This is why you were advised to ring back the next day. We always prioritised mental health issues and this is something we would add to the duty list. I will speak to the receptionists involved and provide some in house training and would also discuss this at the next team meeting. Thank you for bringing this ro my attention and I hope your next contact with us is a positive one. Kind regards Abbeywell Surgery
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
I was diagnosed with cancer and after 18 unanswered phone calls I decided to go to the surgery. I then was made aware that my important prescription had been at the pharmacy for two weeks. The surgery told me that they were extremely busy, something that I find difficult to believe
Visited January 2023
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear Patient, Thank you for your feedback and I am sorry you had difficulties getting through to the surgery. I am sorry to hear of your recent diagnosis. If this relates to a repeat prescription, we inform patients of our 3 day turnaround time and have no insight of when medications are made available at the local pharmacies. If your experience differs from above, please contact the surgery so that we can look in to this further. Kind regards Abbeywell surgery
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Review titled The Online Surgery
Rated 2 stars out of 5
by Anonymous - Posted on 08 January 2023
Don't bother attempting to book appointments at reception. Use the Patient Access app instead if practice has it switched on. This does get results. However don't expect Patient Access to always be live. It is not live out of office hours so useless if you are working or shift-working & practice turns it off when too busy anyway to control their own workflow. Telephone is a waste of time too. If it gets answered & you are not sat for ages at 12 in queue & not progressing up it, you are lucky. As long as you are technology savvy you can just about get by. I fear for those individuals that are not! The trade off is that you will receive numerous messages on your mobile advising practice is very busy/front desk shut or other due to staff shortage/staff illness/training days etc. This hardly builds confidence in the practice & is a sub-standard service to patients! In summary Abbeywell Surgery is unreliable & will let you down. Check the Care Quality Commission ratings as well before you take the plunge & decide to join.
Visited December 2022
Review titled Abbeywell Surgery
Replied on 12 April 2023
Dear patient, Sorry you have been experiencing difficulties accessing the surgery. I am unable to look in to your concerns as you have posted this as an anonymous user. Please contact the surgery directly so we may look in to this further. Kind regards Abbeywell Surgery
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Review titled 6 weeks and still waiting!
Rated 1 star out of 5
by Lisa - Posted on 15 December 2022
I have been trying several weeks to make an appointment or get a doctor to call me back without any luck. Yesterday, i finally manage to get though and an appointment was made. I checked in on the online system and took a seat. 45 minutes later and i still had not been called though. I spoke to the receptionist who was so rude that i burst into tears. There was a elderly gentleman stood next to be who had also been waiting a considerable amount of time and agreed that no-one had called my name. The receptionist then basically said that she would try and get someone to call me but can't guarantee it. I am absolutely appalled by the care i have receive from my GP practice. I am a staff nurse working in an emergency department so know full well this is not an emergency situation but something that i need to speak to my GP about. I have made referrals online, phoned and been down to the surgery. After about 6 weeks of trying, i would like to know what else i can do in order to speak to a GP. I understand that they are under pressure, but 6 weeks of not even being able to get a call back is unacceptable.
Visited December 2022
Review titled Abbeywell Surgery
Replied on 16 December 2022
Dear Patient, Thank you for sharing your views. You emailed the practice with this complaint yesterday which we swiftly replied to. Our records shows that you arrived late for your appointment (you informed our receptionist of this after waiting 45 mins). I checked with the GP who confirmed she went out to the waiting room at 9.50am and called out your name incase the check in screen did not mark you as "arrived". Unless there is an emergency they need to deal with, our GPs make every effort to stick to the appointment times and so it is very important that you attend your appointments on time. If you were late for your appointment, receptionist need to be made aware upon arrival so that they can check whether the GP has already attempted to call a patient through and if so, send a message to the GP. As you did not inform us of your late arrival until 45 mins later, the GP was not able to see you. I am sorry you felt the receptionist was rude. This encounter was witnessed by another member of staff who did not feel the receptionist was rude but factual. Nonetheless, In my reply yesterday I confirmed that another appointment has been made for you with a GP on Monday and I hope the doctor will be able to help you in your health matters. Thank you for taking the time to share your experience. Kind regards Abbeywell Team