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 Impossible to contact
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2023
The only method of contacting this surgery is by phone. No email or econsult option - econsult shown on website and referred to in answerphone but does not work. Telephone wait is endless and that's if you can even get on the queue. Sometimes the line goes dead because the queue is full. 21 minutes ago I was caller number 9, now I am caller number 6. So 3 calls answered in 20 minutes I expect I will be on hold for another 40 minutes at this rate.
Visited July 2023
Review titled Abbeywell Surgery
Replied on 01 March 2024
Dear Patient Thank you for your feedback I am so sorry you are having difficulties getting through to the surgery, we have employed more staff to answer calls coming in throughout the day. Econsult is available for admin queries via our website. Unfortunately I do not have your details to be able to contact you to discuss this matter further, please be reassured we are continually looking at many different avenues for safe patient contact Leanne Barter Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Ivo Simon Tennant - Posted on 13 July 2023
I rang my surgery next to the Abbey in Romsey at 8.45 a.m. yesterday, received a prompt response; then sent through a photo of my afflicted area and a doctor texted me within minutes, advocating a remedy. This was most quick and efficient.
Visited July 2023
Review titled Abbeywell Surgery
Replied on 12 March 2024
Dear Mr Tennant Thank you for your feedback, I will pass your comments on to the relevant team members Kind regards Leanne Barter Practice Manager
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 12 June 2023
I have a very serious and worsening mobility and pain problem and had a consultation with a doctor at the surgery regarding this on 1 June. I was told an urgent referral would be made to the hospital. 12 days later the particular hospital department said they have no record of the referral. On checking with the surgery, I am told the letter of referral is still with the secretaries. This was supposed to have been an urgent referral, not something that should be pending for 12 days! I am off to the emergency department right now as there is no help or care at this surgery!!
Visited June 2023
Review titled Abbeywell Surgery
Replied on 01 March 2024
Dear Patient Thank you for your feedback I am so sorry for your recent experience with the surgery Unfortunately as I do not have your details I am unable to contact you to discuss this matter further, If you wish to discuss this matter please do not hesitate to contact the surgery Thank you Leanne Barter Practice Manager
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Review titled Surpassed themselves.
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
A few weeks ago I saw a doctor for painful legs. It was suggested that physiotherapy would be beneficial, and an appointment was made for last Saturday morning, at the Nightingale surgery. At 8am I was phoned by a male who asked me if I was attending the surgery that morning, then did I know what for, and did I expect to be treated. When I answered in the affirmative to all questions I was told that they didn't do physio there, so don't come. How can a doctor of that surgery book me in for a procedure that doesn't exist at that surgery? I was then told that someone would phone and 'sort me out'. I'm not holding my breath.
Visited June 2023
Review titled Abbeywell Surgery
Replied on 01 March 2024
Dear Patient Thank you for your feedback I am so sorry for your recent experience Unfortunately I do not have your details to be able to contact you directly. If you would like to discuss this matter further please do not hesitate to contact the surgery with your details Thank you Leanne Barter Practice Manager
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Review titled Compassionate and caring
Rated 5 stars out of 5
by Anonymous - Posted on 10 July 2023
I have been a patient at Abbeywell for a number of years and have always found doctors, nurses and receptionists very helpful. They always go the extra mile, even when they had to work extra hours under difficult conditions trying their best to give help to those who needed it. I feel they do an excellent job, thank you Abbeywell.
Visited May 2023
Review titled Abbeywell Surgery
Replied on 14 August 2023
Dear Patient, Thank you for your kind words. This has been shared with the team who were thrilled! Kind regards Abbeywell surgery
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Review titled Unable to contact
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2023
Is there any way of re-instating the booking of blood tests through the Patient Access system, as I have been trying to get through on the phone system for a couple of weeks to book an INR, but either the queue and answer phone is full and I'm disconnected or as the appointments are all taken the answer messege is to try tomorrow. As I am in employment, I don't have time to keep calling back in the hope of getting onto the queue.
Visited May 2023
Review titled Abbeywell Surgery
Replied on 06 July 2023
Dear Patient, Thank you for your comments. We have reviewed our appointment system and will be reinstated online booking for some services to ease the pressure on our phone lines. I am sorry to hear you faced difficulties with our phone lines. We are in talks with our telephone provider about this and we hope to be able to rectify this issue very soon. Kind regards Abbeywell Surgery
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Review titled Disappointing service
Rated 1 star out of 5
by Anonymous - Posted on 11 August 2023
On 15th May 2023 a private physiotherapist wrote to the Surgery saying that I needed to be referred to the orthopaedic pathway for treatment for my hip pain. After a long delay I received I received a letter dated 19th June from the hip orthopaedic choice triage. I was told I needed a hip X-ray before they could see me. This was finally arrange at Southampton General hospital for July 28th. The results of the X-ray have still not been forwarded to the orthopaedic clinic. I have waited nearly 3 months , in considerable pain, to be seen and get some treatment for my hip pain. It cannot take this long for a simple administrative task! Luckily I have not needed to see a GP because even if you go down in person no appointment with any GP is available. What is happening to the service!
Visited May 2023
Review titled Abbeywell Surgery
Replied on 12 March 2024
Dear Patient Thank you for taking the time to leave your feedback. I am so sorry for your recent experience, Unfortunately as this review has been left as anonymous I am unable to assist your any further, If you would like to discuss this with me please feel to contact the surgery. Kind regards Leanne Barter Practice Manager
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Review titled Phone system appalling
Rated 1 star out of 5
by Peter - Posted on 31 May 2023
Appalling phone system as unable to even join a phone queue to book a more urgent appointment from 8:30am....and now the same is true for routine nurse appointments from 2pm. Only option is to go to the practice in person, which is highly inconvenient, or impossible for those at work all day or for some of those more vulnerable in our community. This also increases spread of illness, which in turn will increase the demand placed on the practice further. I understand where they don't have the capacity to deal with inbound calls which results in long queues, as they don't have an unlimited budget....but someone has made the decision to run the phone system this way, resulting in a phone lottery, and the prospect of not being able to get through at all...which makes it preventable, and therefore unforgivable, given it's health and in some instances life or death. Please rectify this, or employ someone that can....thank you.
Visited May 2023
Review titled Abbeywell Surgery
Replied on 14 August 2023
Dear Patient, Thank you for your comments. We are sorry you have found it difficult to get through to the surgery. We cannot control the number of patients calling in to the surgery at a given time however we appreciate we must take actions to ensure all our patients can get through to us when the need arises. We are in the process of reviewing our telephone service and we hope to bring in a much more user friendly service very soon. Kind regards Abbeywell surgery
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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