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 No one answers the phone ever
Rated 1 star out of 5
by Michaela Anderson - Posted on 05 December 2022
So this happens all the time I try to call them. No one answers the phone after six mins your told to leave a message. This is horrible. I had to phone 111 to get them to make a phone appointment for me only for the practice not to call so now I’m chasing them again. I get they are busy but this is not good at all
Visited December 2022
Review titled Avon Valley Practice
Replied on 08 December 2022
Dear Mrs Anderson I am sorry to hear of your experience on Monday. I have investigated Monday having explored our telephone and appointment logs. I can confirm that you called us 7 times from 11.49 to 12.40 to ask why a GP had not called you at 11.30am. On two occasions, you left voicemails. It appears that 111 booked directly into our appointment system following your contact with them at 10.12 on 5th December. We do not have a record of you calling the Practice to request care prior to this time. 111 booked a same day telephone call for you. These appointments are not offered at specific times, rather we call you before the end of the day at 1830. I am sorry that 111 misled you by giving you incorrect information. We are not an emergency service and therefore do not have associated deposition times. Indeed, one of our GPs telephoned you in the afternoon and held an 18 minute consultation with you. From your contact with 111 to a consultation with us was 5 hours and 40 minutes. I understand that it is difficult to contact us, however we offer a mixture of same day care appointments to daily walk-in clinics, sit-and-wait clinics and telephone calls. Just for information, on Monday, we consulted with over 300 patients in 10 hours, this is an average of 2 minutes per patient. We also received 324 calls. The average ringing time was 4 minutes and 25 seconds with an average duration of 1 minutes and 20 seconds although the longest call lasted more than 10 minutes. Having seen that you had a telephone appointment with the GP, our admin team sent you a text on 6th December at 13.22 to clarify this and to ensure we had not misunderstood your requirements. I note you contacted the Practice today and was answered within a few minutes. You spoke with Jessica, one of our receptionists. I can confirm that she sent your request to the doctors working today. Please be assured that we are doing our best to provide care to all patients with varying health needs. Many thanks, Anna Morton, Avon Valley Practice
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Review titled practice repeat meds
Rated 1 star out of 5
by david ferguson - Posted on 04 November 2022
i have had many occasions with issues with cant get through to a receptionist however encountering my name wrong , wrong address apparently i moved this was news to me not being able to order meds now on 4 occasions as the system has not been updated again i have been ringing for 45 mins to one surgery and now 30 mins to durrington a complete farce
Visited November 2022
Review titled Avon Valley Practice
Replied on 14 November 2022
Dear Mr Ferguson, thank you for your feedback. I understand you spoke with Dr Green last week and have resolved the concerns. If however, you remain dissatisfied, please let us know so that we can investigate further. Many thanks, Anna Morton, Managing Partner, Avon Valley Practice
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Review titled Confusion and unable to get through on the phone
Rated 2 stars out of 5
by Anonymous - Posted on 21 November 2022
I can never get through on the phone, in some cases it was ringing for over 6 mins with no answer. Keep being called in for blood pressure checks, which limits my ability to reorder medication when I’m running out. In the last case, a telephone appointment was changed at the last minute (the morning of) to a face to face, which I couldn’t attend due to work. It was for a blood pressure check, which I did 6 weeks ago, but clearly the notes on their system are not clear enough. It just wastes my time and I keep running out of medication
Visited November 2022
Review titled Avon Valley Practice
Replied on 08 December 2022
I am sorry to hear of your experience. Please contact us with your details so that we may investigate what has happened and respond fully. Regarding the telephone system, we receive a huge number of calls. Please leave a voicemail ordering your medication or requesting an appointment to measure BP, and we will arrange this for you, contacting you accordingly. You do not need to attend the Practice for a BP check if you provide 7 days of home BP readings. I have given you a link from the British Heart Foundation to help with this. https://www.bhf.org.uk/informationsupport/heart-matters-magazine/medical/ask-the-experts/blood-pressure-measurement/blood-pressure-monitoring Many thanks Anna Morton, Avon Valley Practice
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Review titled Covid Booster and Flu Injection
Rated 5 stars out of 5
by MR PETER SPENCER - Posted on 15 November 2022
I attended Durrington Surgery on Friday 11th November for my Covid booster and flu injection. I was dealt with very quickly and efficiently.
Visited November 2022
Review titled Avon Valley Practice
Replied on 17 November 2022
Dear Mr Spencer, thank you for your feedback. I'll share with the team. Anna Morton, Avon Valley Practice.
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Review titled Surgery Contacts
Rated 4 stars out of 5
by john warren - Posted on 23 November 2022
Up until a few months ago I could contact the surgery by email. That has now disappeared. The only way to contact now is by phone. The phone more often than not means a very long wait on hold with no indication of where I am in the queue. I understand if the surgery does not have enough staff, but it's very frustrating to the point of putting me off trying to make an appointment at all. Please can you re-instate the email contact and also the online appointment booking system, which was very usefull.
Visited November 2022
Review titled Avon Valley Practice
Replied on 08 December 2022
Dear Mr Warren We changed our website provider as discussed at our Q&A sessions. This means that the links to the contact us pages are different now. I have cut and paste the link for future reference https://www.avonvalleypractice.co.uk/practice-information/feedback-and-reviews/contact-us/ We offer daily walk in clinics at Upavon Surgery, sit-and-wait clinics in Durrington Surgery and same day phone calls. We have a range of routine appointments as well covering the next 4 weeks. If we are unable to answer your call within 6 minutes, please leave a voicemail. We will respond to your request. Kind Regards Anna Morton, Avon Valley Practice