Banbury Cross Health Centre
South Bar House, 6 Oxford Road, Banbury, OX16 9ADContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Amazing service
Rated 5 stars out of 5
by Fran Roberts - Posted on 01 November 2023
Today I had a call from one of tge pharmacy team. She was extremely helpful in sorting the problem with my medication, without me having to make an appointment to see a gp. This was extremely helpful. Thank-you to all the staff for all the help and support you have given me.
Visited November 2023
Review titled Banbury Cross Health Centre
Replied on 02 November 2023
Dear Ms Roberts, thank you for taking the trouble to leave a review. We always read these and learn from them in order to try to provide a better service to our patients. Our pharmacy team are very knowledgeable and able to deal with most prescribing issues quickly and compassionately. I am glad that this was your experience. I will let them know. Many thanks, Dr Gwyneth Rogers, Clinical Lead
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Review titled Unbelievably poor
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2023
I am very lucky as I rarely need to use the GP and in fact i am only prompted to review as I needed an appointment with a nurse. After being at the front of the queue but on hold for 17 minutes i actually spoke to someone who was not really that helpful and had an aura of ‘can’t be bothered’. I asked for an appointment for next week only to be told it was a fortnight before anything would be available. I couldn’t make the one date that was offered due to work commitments. I was then offered at date at the end of November which I can’t make because we are on holiday. I now have an appointment on the 9th December! How can this be so difficult. The last time I called the GP to try and get an appointment for my daughter was over a year ago. At that time they could understand that I was at work and my daughter was at school so I needed an appointment the following day rather than on that day so I could organise time off. They told me to go to A&E and whilst I told them this was morally wrong as it was not an A&E issue they said that was the way the system worked if I couldn’t make an appointment within a couple of hours! I was so stressed by this I actually booked a private GP appointment for my daughter and interestingly they gave me a time that worked for us. This is really unacceptable , the GPs are supposed to offer a service for all, funded by the tax payers so you think they would understand the concept of people having to plan slightly due to work commitments, but that does not seem to be the case here! I wonder how the practise has ended up in this place. They do now have a nice expensive surgery rather than the converted house they had when I first joined, but they now don’t offer a service, whereas they used to. The practise is truly shocking and my worry is they are so difficult to deal with etc they actually stop you visiting when you should, which potentially could be very serious. However there doesn’t seem anything we can do about it. I have read poor review after poor review and never see any sign of improvement. My only advice to anyone reading this is register somewhere else if you can as being registered at this practise with its dismal service may long term be a risk to your health, they certainly make me feel stressed. I really would like to see someone - the governing body, government not quite sure who make them accountable, but it just feels like they can carry on offering a terrible service with no come back.
Visited October 2023
Review titled Banbury Cross Health Centre
Replied on 02 November 2023
Dear patient, thanks for taking the time to leave a review. I am sorry you were not able to get an appointment when you wanted one. There is a national shortage of Primary Care staff, particularly GPs and Nurses, so almost all practices nationally do not have enough staff. We try hard to ensure that any requests that can be dealt with by someone other than a GP are diverted (prescription requests, musculoskeletal enquiries, sick note requests and many other queries). This is so that those precious appointments are kept for things which only GPs can manage. We always have 'on-the-day' appointments for urgent conditions but these are unlikely to be with your choice of GP as, quite appropriately, we don't work every single day without a break. I am pleased that our in-house call centre staff seem to have tired to accommodate your wishes and sorry that you were not satisfied with this. Unfortunately, you have not told us who you are so I cannot investigate this any further. Many thanks, Dr Gwyneth Rogers, Clinical Lead
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Review titled Efficient and patient receptionists
Rated 2 stars out of 5
by Anna Brain - Posted on 30 October 2023
I called for a course of antibiotics for a UTI I have had these before and I am a nurse so I didn’t need a doctor to diagnose me. Within ten minutes of my telephone call. I had a text message from a GP telling me there was a prescription waiting at my local pharmacy. Sorted me out and also didn’t waste a appointment which would have gone to someone else.
Visited October 2023
Review titled Banbury Cross Health Centre
Replied on 02 November 2023
Dear Ms Brain, thanks for taking the trouble to leave a review. I hope that you are feeling a lot better. I am glad that we were able to help you quickly & efficiently. We have found the use of electronic messaging has been enormously helpful and efficient for people like yourself who have busy lives and don't want to have to come to the surgery. We are always trying hard to provide a better service to our patients. I will make sure that your kind words are shared with the staff. Many thanks, Dr Gwyneth Rogers, Clinical Lead
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Review titled No communication
Rated 2 stars out of 5
by Nicola bithell - Posted on 01 November 2023
I have not had any problems in the past but recently I am finding the help you receive when you require it is getting worse. Firstly I have Addison disease and this makes getting treatment more urgent at times I would have thought staff should have knowledge of this problem and why seeing a doctor can be more important . With My present medical complaint I have managed to see a physiotherapist twice and have been. Prescribed pain killers but my efforts to see a doctor have got me no where I was also sent to the Horton for an X-ray on the wrong part of my body! When you speak to receptionists they obviously have systems to follow but all I want to do is talk to a doctor who can explain what is happening. My impression is the practice is too big and the system has broken down. I should not have to fill in a triage form and then wait 5 days for somebody to get back to me to make an Appointment. Basically that is a whole week with a medical problem which might not seem urgent but can be very dibilitating
Visited October 2023
Review titled Banbury Cross Health Centre
Replied on 05 November 2023
Dear Ms Bithell, Thanks for taking the trouble to leave a comment. We always find them useful and try to learn from them to improve the service we provide to our patients. I am sorry that you are currently not satisfied with the surgery. All of our patients with Addison's disease do indeed have special flags on their records so that, if they present with a condition which could affect it, we know to act swiftly. I am glad that you are also aware of this. However, musculoskeletal problems do not have any effect on Addison's disease. We are very fortunate to have physios to mange these problems for us as they are so much better trained in this than GPs are. As I am sure you are aware, there is a national shortage of GPs. Because of this, all of our staff from our brilliant in-house call centre to our nurses, physios and admin team do their very best to ensure that GPs only see patients who can ONLY be managed by GPs so that those appointments are not wasted. Being a larger surgery means that we are able to employ a wide variety of highly trained health professionals to provide the best possible service. I cannot comment on why you went for an x-ray. Once again, many thanks, Gwyneth Rogers, Clinical Lead
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Review titled Excellent service today 10th Oct 23
Rated 5 stars out of 5
by Terry - Posted on 10 October 2023
Rang at 8.03 asked for callback called back at 9.15 appointment at 10.15. Arrived at 10.14 Called in by emergency clinician at 10.15,excellent very thorough examination and diagnosis and told not to worry excellent care. Absolutely excellent service please let everyone know.
Visited October 2023
Review titled Banbury Cross Health Centre
Replied on 02 November 2023
Dear Terry, thanks for taking the time to leave some feedback. It is always very helpful to us so that we can learn and continue to strive to offer the best service that we are able to. I will let the staff know about your positive experience as they do get a bit downhearted sometimes with the negative feedback. We are all trying our very best. Many thanks for your kind words. Dr Gwyneth Rogers, Clinical Lead
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Review titled Won't answer phones , immpossible to contact.
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
I have been trying to get a phone call answered since Oct 5th 2023.All it ever is is automated messages. Press the 0 and hope that oneday someone might answer.Up to now theres not one person who has got a clue or seems to know what they are doing
Visited October 2023
Review titled Banbury Cross Health Centre
Replied on 24 October 2023
Thank you for taking the trouble to leave a review. I am sorry that you were not happy with your experience with the surgery. The messages are there to help patients navigate the system. If there are a lot of people waiting, you have the queue buster option where you can press a button to be called back. It is automated so that one of our highly trained in-house call centre staff will automatically be linked to the call back as soon as one of them becomes free. We are also using AccuRx which is a kind of electronic consulting service where you can leave a message to get something sorted out or request a sick note or be put on the waiting list for a GP phone call or face to face appointment. The idea of this is that these get slotted in as soon as an appointment is freed up so you don't have to keep calling every day. We do try to do everything we can to help our patients. There is a national shortage of GPs and Nurses but we are always doing our best to recruit and retain staff. I can't look into things any more for you, or try to sort out your problem as, sadly, you have left an anonymous review. If you would like more information then please do contact us at feedback.bchc@nhs.net Many thanks, Dr Gwyneth Rogers, Clinical Lead
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Review titled Frustrating that a simple issue cannot be resolved
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
I have spent most of the day on a call waiting issue to get a link is more less impossible the link that was sent for recording blood pressure which I had to go out and buy a machine to get treatment does not work the whole system seems they want you give up this is just to get the link has taken over all morning and still not resolved this issue should be so easy
Visited September 2023
Review titled Banbury Cross Health Centre
Replied on 14 September 2023
Dear Patient Thank you for your email. I am so sorry to read that you have had issues. There is lots of help we can give you. Feel free to email us on feedback.bchc@nhs.net with your identifiable information and we will happily get in touch and assist you further Kindest thanks Jennifer Nichols Practice Manager
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Review titled Very polite staff.
Rated 4 stars out of 5
by JOHN GARDNER - Posted on 15 September 2023
My experience was very Positive with the Doctor Being very helpful and able to answer all my questions. There has been a Noticeable improvement Recently at this Practice which i hope continues into the Future.
Visited September 2023
Review titled Banbury Cross Health Centre
Replied on 04 October 2023
Dear John Thank you for your kind review. I am delighted to note that the doctor you saw was very helpful and able to answer your questions. We are fortunate to have a great team of GP’s and staff here at BCHC who are working really hard to care for all our patients. I am so pleased to note that you able to see that hard work reflected in your experience at the Practice. I will share your kind review with our staff. Thank you again Jennifer Nichols Practice Manager
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Review titled Urgent Review Of Processes Needed
Rated 1 star out of 5
by Will Murray-Phillips - Posted on 25 September 2023
This health centre needs a serious review of its processes in dealing with patients and their needs. I have always had good care from Doctors at the practice, when I have finally gotten to see or speak to one, but the processes in place for booking appointments and getting to speak to a doctor needs serious review. In my opinion, these processes that are currently in place are dangerous. My mum died two years ago of a heart attack. She called her Health centre (not this one) the morning before she died because she was not feeling herself. Within hours, she had died of a heart attack age 64. I truly believe some of the processes in place by Banbury Cross health Centre, put patients at similar risk. They are not dealing patient concerns as effectively as they need to and they are not prioritising things of great need. I called this morning as I had been in hospital on Friday with chest pain. I had to argue with the receptionist in order to get an appointment today on the same day I called. Within 30 minutes of me receiving my appointment, the appointment was cancelled via text message. At 8:30 am I called back again. I was then put in a queue and told someone would call me back. It is now after 10 am and I have not received a call back. Surely based on my mum's experience, anyone can see why this is putting patient safety at risk. I would ask that these processes are reviewed urgently.
Visited September 2023
Review titled Banbury Cross Health Centre
Replied on 24 October 2023
Thank you for taking the time to leave feedback. We always learn from it and try to improve the service we provide for our patients. I am sorry that you were not happy with the service we provided on this occasion. We keep recordings of all our phone calls so I will listen to this one to see if there is anything to learn. I assume you did not state that you had chest pain as all of our members of staff will always follow our urgent medical condition protocol and direct patients to A & E. If it was something less urgent then you may have needed to wait. I can see that you say you had been in hospital with chest pain a few days prior to contacting us. The staff would have had the documentation from the hospital and would have known the investigations and plans of the hospital. In other words, your chest pain would have already been checked out. On the day you wrote this review, it was a Monday and unfortunately 2 doctors were off sick so we had to re-book a lot of appointments. In these situations we have to triage, that is, assess what is urgent for now and what can wait until someone is available. Obviously, I cannot comment on your mother's care as she was registered at an entirely different surgery. I am very sorry for your loss. I have tried to phone you but unfortunately we have not yet managed to speak properly. I can assure you that we do take safety extremely seriously at BCHC. Many thanks, Dr Gwyneth Rogers, Clinical Lead
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Review titled Fabulous practice
Rated 5 stars out of 5
by Jo Thornton - Posted on 04 August 2023
As a new patient, having just moved to Banbury, I have experienced fabulous service from everyone I have met or spoken to at the practice. The reception staff have always been polite, very helpful and friendly. The Dr I saw was very empathetic, supportive and informative and really help me to understand the implications and pain control of my slipped disc. The Dr gave me real confidence in the support I can expect moving forwards. Aren’t we so lucky to have a wonderful NHS. Thank you.
Visited August 2023
Review titled Banbury Cross Health Centre
Replied on 14 August 2023
Dear Jo Thank you so much for your kind review. I am delighted to note that you have experienced such a fabulous service and that you have felt empathy, support and informed in a polite, helpful and friendly manner. I have shared you very kind review with our staff, who are all working so hard to ensure everybody receives fantastic care. Kindest thanks again Jennifer Nichols Practice Manager