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 Practice in decline
Rated 3 stars out of 5
by Brian Phillips - Posted on 07 November 2022
Appointment cancelled-by the surgery ! Contacted the surgery as requested. Given the choice of new appointment in 15 days time the repeat injection (every 3 months) will now be one month overdue. I requested an evening appointment with a doctor - but the evening “hub” does not do injections !!! When asked to speak to the practice manager - she is not available. Surely when the surgery cancels an appointment they should put that patient on a priority list and get them to visit the surgery ASAP. Not just add them to the general appointment list
Visited November 2022
Review titled Abbeywell Surgery
Replied on 08 November 2022
Dear Mr Phillips, Thank you for your comments. I am sorry that you were not happy with your recent contact with the surgery. We unfortunately had to cancel appointments yesterday due to staff sickness and reschedule all appointments to the next available date. We make every effort to reschedule appointment to bring patients in to the surgery at the earliest opportunity however we cannot cancel other appointments to do this. We certainly will take on board your comments about a priority/cancellation list that we can work from should another patient cancel their appointment. Thank you for taking time to share your views and experiences and we hope your next contact with the surgery is a positive one. Kind regards Abbeywell Surgery
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Review titled Excellent service
Rated 4 stars out of 5
by Martin Roberts - Posted on 14 November 2022
I have used the eConsult service twice recently (for different issues) and in both cases I have been contacted back promptly. In both cases I was referred on to hospital without the need to attend the surgery. The eConsult service can be a bit cumbersome but in my experience it has worked well and saved my and the doctor's time.
Visited November 2022
Review titled Abbeywell Surgery
Replied on 15 November 2022
Dear Mr Roberts, Thank you very much for your positive review. We were thrilled to read you are happy with the service we provide. Our team work very hard to meet our patient needs and was overjoyed to read your comments. Kind regards Abbeywell team
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Review titled Gobsmacked and hugely disappointed!
Rated 1 star out of 5
by Anonymous - Posted on 12 November 2022
It took me 45 mins plus to arrange my appointment... I was then 10 minutes late attending the same due to being caught in traffic and was told I couldn't now be seen and I would have to go back to my GP to rearrange an alternative date/time even though there was only one other person in the waiting room! If I ran my business in that way I wouldn't have any customers left and I thought I was dealing with the 'caring' profession?!! Gobsmacked and hugely disappointed!
Visited November 2022
Review titled Abbeywell Surgery
Replied on 14 November 2022
Dear Patient, Thank you for taking time to submit a review following your recent visit to the surgery. I am sorry to hear you were late for your appointment due to being stuck in traffic. Unfortunately as you have not provided your name, I am unable to check what really happened. Please can I suggest that you contact the surgery directly and speak to one of our management team to allow us to investigate this. Kind regards Abbeywell Team
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Review titled Constantly chasing Practice for answers
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2022
I have been with Abbeywell my entire life, but the way Abbeywell run their services cannot go on. I can name at least five separate occasions over the last few years (even pre Covid) where there's been no follow up with appointments or referrals on the side of the practice, meaning I've had to chase the surgery multiple times to get any sort of response or action. This is time consuming on two fronts, the first being the ridiculously long queues to wait on the phone and eConsults being promised to be actioned by 6pm the following day and nothing happening for days beyond that point. One particular experience that stands out would be I was referred to Winchester Hospital for a blood test which on arrival I was told I had been referred to the wrong hospital. When I contacted the surgery to explain the problem, the receptionist on the phone was accusatory in tone and said why hadn't I just booked the blood test at the surgery? Funnily enough, this wasn't presented as an option to me when booking the initial blood test. I know I am not the only patient under Abbeywell that is experiencing these issues on a near constant basis. Abbeywell said they are improving how they go about these services but I don't think cutting off the phone lines for periods at a time as well as eConsults are the answer, especially when the patients, like myself and others, who are chasing up answers that were said to be delivered in a timely fashion. Patients do not seem to have any priority and the practice, no urgency in dealing with requests, quite simply it is failing on many fronts.
Visited September 2022
Review titled Abbeywell Surgery
Replied on 08 November 2022
Dear Patient, Thank you for your comments. Unfortunately, I am unable to investigate this complaint as you have not included your details. Please could you contact the surgery to speak to one of our management team so that we can investigate your concerns and respond back to you. We value all our patients and thrive to provide a great service to the population we serve. We would really appreciate an opportunity to fix this. Kind regards Abbeywell Surgery