Avon Valley Practice
43 Fairfield, Upavon, Pewsey, SN9 6DZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent nurse
Rated 5 stars out of 5
by Anonymous - Posted on 28 March 2023
Today I came in for a regular pill check. Due to my age and health I’ve been asked for 10+ years to consider a different method of contraceptive and have always been adamant I did not want the coil due to my sister having a negative experience. She did not pressure me to consider another contraceptive but took the time to explain in detail about the coil. Her knowledge and patience has made me reconsider and now I realise how much better that would be for me. I’m very grateful for her taking the time to explain thoroughly and answering all my questions. Thank you
Visited March 2023
Review titled Avon Valley Practice
Replied on 12 May 2023
Many thanks for your feedback. We'll share with our clinical team. Kind Regards, Anna Morton, Managing Partner
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Review titled Thanks team
Rated 5 stars out of 5
by Brian White - Posted on 09 February 2023
Had a problem with my monthly stoma product order. It seems there was some kind of electronic hiccup between the supplier and the practice. I phoned the office and explained the problem. I was then contacted by a manager and a receptionist who were able to resolve the situation very quickly and the products are now n their way. I would like to thank the persons involved personally, but your instructions tell me I should not include names. So, many thanks once again to your team. I couldn’t be happier with the service you provide. Brian White xx
Visited February 2023
Review titled Avon Valley Practice
Replied on 17 March 2023
Dear Mr White, thank you for your feedback. It's lovely to receive and I will share with the team. Yours sincerely, Anna Morton, Managing Partner
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Review titled Lovely staff.
Rated 5 stars out of 5
by Anonymous - Posted on 27 February 2023
I am regularly seeing one of your nurses on a Monday evening. I just wanted to say she is an absolute credit to your practice, her bedside manner is impeccable and she is generally just so friendly and lovely! Really happy with the service I receive.
Visited February 2023
Review titled Avon Valley Practice
Replied on 17 March 2023
Lovely to receive positive feedback. We try our best. We have shared with the team. Yours faithfully, Anna Morton, Managing Partner
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Review titled Bad Service
Rated 1 star out of 5
by Sophia dakin - Posted on 23 January 2023
Getting medication is becoming a nightmare, either they don't have it or they make a mistake. They tell you to ring to cancel an appointment if you can't get to it, and no one ever answers the phone. Frustration is boiling over. Had a message to come and collect my prescription, came in and the receptionist told me sorry that was for an old prescription, told her I now had no tablets left and had ordered it last Wednesday to be told we now have to give 5 days notice, last I heard it was 48 hours. I then said I needed the tablets to be told tough and I'll have to come back when I receive a text!! That is not the right attitude. I then got angry and demanded my meds today, to be told I was rude. Has to stick to my guns as back on work tomorrow! What is happening to this surgery!! It's becoming worse day by day!!
Visited January 2023
Review titled Avon Valley Practice
Replied on 27 January 2023
Dear Mrs Dakin Thank you for contacting us. I have investigated your concerns and summarise our response as follows: 1. You requested your prescription on the 18th January. We issued your medication and sent a text explaining that your review was overdue. Although you had your blood test on the 16th January, we still need to complete an asthma review face to face. This was booked for the 23rd January 2023. 2. You collected your medication on 23rd January. However, you missed your appointment for to complete your medication review. This has been re-booked for mid-February and you have been sent a confirmatory text. You do not need to telephone us to cancel appointments. Instead, you can reply to appointment reminder texts sent at 1 week and 1 day prior to the appointment. Alternatively, you can contact us via our website. If you wish to call us but we are unable to answer, please leave a voicemail. 3. On checking your medication, we note there is medication awaiting collection from December. Please collect from Upavon Surgery or let us know if you do not require this supply. We try our best to prescribe and dispense medication as quickly as possible. There are national delays with medication supplies. Moreover, last week, we were operating with 65% staff levels due to sickness. I apologise for the inconvenience and upset you have experienced in association with this. I wish to assure you that we try our best every day. Kind Regards Anna Morton
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Review titled Good service
Rated 5 stars out of 5
by Brian White - Posted on 11 January 2023
My monthly order of stoma products was delayed. When I checked with the supplier I was told that Avon Valley surgery had not approved the prescription. When I queried the surgery I was informed that no request had been received. Further contact with the supplier and the surgery eventually resolved the problem and my order is on its way. I would like to thank the receptionist (whose name I do not know) and the Doctor who signed my prescription for their speedy actions in resolving my problem.
Visited January 2023
Review titled Avon Valley Practice
Replied on 27 January 2023
Dear Mr White, thank you for your feedback. I will share with the team. We try our best every day and it's lovely to hear of your experience. Kind Regards Anna Morton
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Review titled Not answering the phone
Rated 2 stars out of 5
by Neil Buckingha, - Posted on 30 January 2023
Both myself and my wife attempted to make an appointment by telephone. The phone just rand and rang, so, while it was continuing to ring I walked to the practice. I stood in the car park for 3 minutes and no one entered or left the building but the phone continued to be unanswered. Once I got the message that my call had remained unanswered for 6 minutes I entered and asked the receptionist if the phones were working. She advised me that she had been busy with ‘face to face’ so couldn’t answer the phone. As I stated, no one had entered, there was no queue and only two people sat in the waiting room. Basically the phones were being ignored. This is not good enough.
Visited January 2023
Review titled Avon Valley Practice
Replied on 17 March 2023
Dear Mr Buckingham Thank you for your feedback. I agree that this is not good enough. Please share with me the date, time and surgery you visited so that I may explore what happened. Nonetheless, one should not declare provision of service when failing to do so. I understand your trust and confidence in us as been broken. We will work to resolve this. In the meantime, please may I take this opportunity to share how we have developed our services to reduce the need for patients to contact us by phone as follows: 1. Appointment management - Daily walk-in clinic - Automated booking of follow-up appointments including medication reviews whereby the Practice contacts patients with the date and time of appointments - Enabling patients to cancel appointments by replying to the appointment confirmation SMS text messaging - Promoting patients to book appointments electronically using their online access to medical records or following URLs 2. Test results - Providing patients with access to their test results online - Automated booking of appointments to discuss results whereby the Practice contacts patients with the date and time of appointments 3. Referrals - Providing patients with access to their test results online - Advocating patients to contact the relevant referral management centre(s) rather than the Practice to chase referrals and appointment outcomes 4. Medication - Enabling patients to request online - Signing prescription requests within 1 working day of request - Dispensing medication within 2 to 3 days of request and informing patients by SMS text messaging that medication is available to collect *We failed to deliver this commitment in January resulting in patients contacting us to chase medication, predominantly by phone. This creates another pressure on our service that we struggle to meet. However, I am pleased to inform you that our dispensing service is back up to scratch. Patients are receiving their medication timely with the exception of manufacturer delays that are beyond our control. - Installing Pharmaself247 in both surgeries to enable patients to collect medication at their convenience without accessing reception Moreover, the NHS have announced new telephony services effective from 1st April 2023. We do not know all the details yet however I expect that our phone system will be updated within 24 months. Once this is confirmed, I will contact patients for their preferences regarding service delivery and access. I hope I have responded satisfactorily to your concern and have demonstrated our commitment to providing healthcare to all patients registered with Avon Valley Practice Yours sincerely, Anna Morton, Managing Partner
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Review titled Disabled Parking
Rated 4 stars out of 5
by Anonymous - Posted on 15 January 2023
Whilst collecting my prescription from automated machine I noticed a large commercial van was parked in the disabled space which meant anyone with mobility issues could not access the actual path. No problem for me as I could walk across grass but wanted to make you aware. Surgery was closed as it was a weekend.
Visited January 2023
Review titled Avon Valley Practice
Replied on 16 January 2023
Thank you for your feedback. Works were being undertaken at the Surgery on Saturday and the service crew needed to place their vehicle as close to the front door as possible to transport kit. I understand the vehicle was moved to another bay at other times during their visit. Thank you for raising your concern and will discuss this with the works people to ensure time parked close to the surgery front doors is minimised throughout their visits. Kind Regards Anna Morton
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Review titled Feel let down
Rated 3 stars out of 5
by Graham Fastnedge - Posted on 01 February 2023
After a long period I have finally with the great help from an advanced nurse managed to sort my blood count somewhere near where it should be with the correct medication, ordered my medication 10 days ago and its still not at the surgery (01/02) was supposed to have been taken 2 days ago but I've run out
Visited January 2023
Review titled Avon Valley Practice
Replied on 17 March 2023
Dear Mr Fastnedge, thank you for your feedback. I have investigated and can see that you ordered your medication on the 22nd January and that it was dispensed on the 2nd February. I understand that this wait was too long and indeed, we have made every effort to dispense medication within 2 to 3 days with the exception of manufacturer delays etc... I see that you last ordered on 20th February and received notification on the 24th that it was ready for collection. I expect you to receive the same level of service when you order your next prescription. I apologise for the wait you experienced in January. Yours sincerely, Anna Morton, Managing Partner
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Review titled perscription
Rated 1 star out of 5
by david ferguson - Posted on 31 December 2022
i have ordered 2 items from you over a week ago to only have one item supplied this is again mucked up i have no medication again this is the 6th time this year its not been correct please contact me to discuss this situation i still have not received any reply to e mails sent last week to you
Visited December 2022
Review titled Avon Valley Practice
Replied on 27 January 2023
Dear Mr Ferguson Thank you for contacting us. Your prescription requests for two items, dated 29th November, was processed. One item was out of stock and therefore you received the items on different days, 5th and 6th December. You prescription was dated 7th November and therefore we understood you had a sufficient supply of medication. On 28th December, you requested medication for two items. The same item as ordered previously was still out of stock and therefore, we had to change the prescription. This action was completed on 30th December and dispensed the same day. We issued you this medication again on 3rd January when the item, previously out of stock, arrived. This was dispensed and I understand you have collected. There are many medications out of stock for varying periods of time. We try our best to source from multiple suppliers. We do our best to obtain medication as request and keep stock at optimal levels. Only as a last resort, do we arrange for alternative medication, such as a change in dose. However, this must be approved and prescriber by a GP or non-medical prescriber. This is a challenging task however please be assured to try our best. I hope we have responded to your concerns satisfactory. Kind Regards Anna Morton
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Review titled Delays upon delays
Rated 2 stars out of 5
by Anonymous - Posted on 23 December 2022
Waited nearly 2 weeks for medication which was needed. First it had failed to be ordered by the staff, next it was delayed, then when it did turn up it was a different type to the normal so had to wait for a GP to sign it off. This took another 2 days. Totally unacceptable and very poor service. Only way to make a complaint is via this feedback as the surgery does not state how to make a formal complaint. Would not have minded if this was a one off but it is becoming more and more regular.
Visited December 2022
Review titled Avon Valley Practice
Replied on 27 January 2023
I am unable to investigate your concerns without identification. You can contact us via our website using the contact us function. In light of your feedback, we will review our website. Please share information with us so that we can investigate your concern. There are significant national issues with medication supplies. We do our best to source your medication from various suppliers and as a last resort, change your medication. Sometimes, suppliers provide alternatives however we cannot dispense these medications without a GP or non-medical prescriber reviewing your medical records and prescribing the specific medication. Unfortunately this takes time but is imperative to ensure clinical safety and effectiveness. Please get in touch should you wish to discuss your concerns further. Kind Regards Anna Morton