Hathaway Surgery
Middlefield Road, Chippenham, Wiltshire, SN14 6GTContact details and opening times
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Reviews
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Review titled Not Great
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2024
I received a voice message from the Surgery today to make an appointment. I managed to ring them back at around 4pm - 4.15pm when I could leave my class. After spending time on the phone the Lady insisted that the appointment had to be for today. I explained I work in education and only finish work at 6pm. After speaking with my manager The appointment was booked for 6.10pm. I explained that I would have to rely on public transport back to Chippenham from Bath, and may be a few minutes late. I actually caught a taxi back to Chippenham to try and make the appointment. The lady on the phone was aware I might not be dead on time. She said she would make a note of it on my records. I was 2 minutes late when I entered the surgery. The Lady on the desk then said the Practitioner would not see me as I was late. I am not happy. I had to pay for a taxi to get there at the Surgeries request. When I tried to tell the lady on the desk the appointment was at the surgeries request she started talking over me.
Visited December 2024
Review titled Hathaway Surgery
Replied on 05 December 2024
Dear patient many thanks for your feedback which I have fed back to the relevant teams. I'm so glad we were able to book you in to be seen on the day for your clinical issue. From our audit system I can see that you were 6 minutes late for your appointment, unfortunately it was not possible to facilitate a safe and effective consultation in the time left for the clinician, this is why you would not have been seen. Kind regards Wendy Mant Practice Manager
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Review titled Re: Medication Requests : Suggested improvements
Rated 4 stars out of 5
by Allan Moore - Posted on 09 December 2024
I used the SystmOnline “Request Medication” form's “Medication request notes” field to make the following request 02/12/24: “Please arrange for me to be able to order my repeat medication before 09/12/24 -I'm going away xx/xx/xx” (Ref: systmonline -> 2 ->Medication) This was confirmed by the web site thus: “A request was sent to the practice to prescribe the following items on 02 Dec 202421:11” I checked the “Request Medication” form every day but the earliest that I could request medication was unchanged and still set as 09/12/24 Aside from the initial confirmation of my request 02/12/24 I heard no more as to whether or not my request had been actioned. I have today (09/12/24) requested my repeat medication. At the same time, I have now discovered the following note on my medical records 04/12/24: “Amended issues to allow patient to order on 09/12 as requested” This is not what I requested. Fortunately, this shouldn't give rise to any issues, but being near to Christmas it would have been better if my request had been actioned correctly. Going forward: It would have been better if I had been informed (by email/text for example) that my request had been actioned and a short description of what action had been taken e.g. “The issue date for your repeat medication has been changed to 04/12/24” It would have been better if my medical record had included the essence of my request e.g. 4/12/24: “02/12/24 Patient requested issue date be brought forward from 09/12/24. Amended issues to allow patient to order from 04/12” Whereas mistakes will occur in any busy organisation, there is always room for improvement. In this case the issues are: Attention to detail Effective communication
Visited December 2024
Review titled Hathaway Surgery
Replied on 09 December 2024
Dear Mr Moore, many thanks for your feedback. I would like to stress that we ask for a minimum of 5 working days to process repeat medications. You gave us 4 working days to process your request, which also needed to be authorised by a Dr, as you had only had a previous full repeat prescription the Monday before. We amended your medications on the 4th December (2 working days) for the request to be processed on the 9th as you requested. Your exact email states “Please arrange for me to be able to order my repeat medication before 09/12/24 - I'm going away”. I would emphasise the part where it says “for me to be able to order”. Therefore, we processed the request on the 4th for it to be ordered by you on the 9th. I would stress that we did exactly what you asked us to do and within 2 working days. I can see that you have requested your medication today and I have just processed this to be sent to the pharmacy. I would also highlight that medical records are not a conduit for communication between the surgery and the patient, they still very much remain a clinical record for clinicians, and I can clearly see your request, what was written and when it was sent in. We process on average 500 prescriptions a day at Hathaway, as you can imagine at this very busy time of year, we do not have capacity to message or email every patient whose medications we issue, although we are looking into an artificial intelligence option that may be able to do this for us in the future. I completely agree there is always room for improvement, however in this case we carried out your instructions to the letter, within 2 working days, and your medications were issued today (the 9th) as per your original request. Kind regards Wendy Mant Practice Manager.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 19 November 2024
10 year old Daughter has had tonsillitis 3 times in the last year. Gp advised at last consultation that if symptoms flared up again to request a telephone appointment and send in photos. Tried going online to request appointment at 9am this morning but message said at capacity for the day. Called and was told had to be a face to face appointment despite previous advice from GP. Was offered an appointment late afternoon. Due to traffic arrived 2 minutes late which completely understand is not surgery's fault but was told by reception that appointment was already marked as Did Not Attend and that GP had taken in next patient. I explained I was happy to wait until that patient had finished and then see them but told this wasn't possible? Not sure why given the GP would have had an 8 minute gap given next patient was seen in our time slot. Receptionist was adamant and despite appointment was for a poorly child and ideally we needed anti biotics that evening was told to call back next day. No hint of empathy from receptionist. She just advised " you should have made the effort to be here". Gps often over run on their appointments which is completely understandable but to be 2 minutes last and effectively delay a poorly child their anti biotics by 24 hours is totally unacceptable. I know being a GP receptionist is hard work and the public can be difficult to deal with at times. But to see a poorly child, show no empathy whatsoever and not even do anything to try and help is just wrong.
Visited November 2024
Review titled Hathaway Surgery
Replied on 20 November 2024
Dear Anonymous, thank you for the feedback and we apologise if you feel that you were let down by the system. I can see from the audit trail on the appointment that it was marked as did not attend after 6 mins, this would have left 4 minutes for the clinician to consult, diagnose and write up the notes, which sadly isn't enough time to be a safe consultation. Sadly if numerous patients are late, the clinician has a cumulative time deficit and the last patients are then the ones that bare the brunt of this, which isn't fair, therefore it's not always possible to see late patients for this reason. We also have a late arrival policy, which has recently been updated due to frequent late attended or missed appointments, the clinician was working to this. I can see that you were rebooked into the 8am slot this morning and have since been seen. I will discuss you point about empathy with the reception team, I will also forward your comments to them, so that can learn from this. Again, thank you for your feedback. Kind regards Wendy Mant (Practice Manager).
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Review titled Fantastic Service!
Rated 5 stars out of 5
by Lauren - Posted on 07 November 2024
I visited the area and became unwell. The reception team were extremely helpful on the phone and then in person. I was temporarily registered me as a patient & managed to get me an appointment all within 30 minutes. The nurse I saw was really lovely and compassionate and I felt really well looked after. The service I received here was second to none & I would highly recommend this practice if you live in the area. Special thanks to the lady who juggled all sorts on that desk alone, I was extremely grateful for your help! Many thanks, L🫶🏼
Visited November 2024
Review titled Hathaway Surgery
Replied on 07 November 2024
Dear Lauren, thanks so much for taking the time to give us some positive feedback, it's hugely appreciated. I'm glad the team her looked after you well and that you're on the road to recovery. Kind regards Wendy Mant (Practice Manager).
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Review titled Stand out experience 👏👏👏
Rated 5 stars out of 5
by S K - Posted on 10 October 2024
We had a very recent appointment with one of the surgery’s newer doctors. Her clinic was running on time, even at 5pm, which was a very welcome relief for busy working parents like us. He manner was both clinical and friendly. She was attentive, and was very age-appropriate with my son. She followed up with a text message containing some further resources within 30 minutes. All in all, a very pleasant experience. She is a credit to the surgery!
Visited October 2024
Review titled Hathaway Surgery
Replied on 10 October 2024
Dear S, I'm so glad that you found your GP experience beneficial, and thank you for finding the time to reflect that in your review. We try really hard to meet our patients expectations, and to deliver the type of service we would like to receive ourselves as patients. I have passed your feed back to the Dr, and shared it within the surgery. Kind regards Wendy Mant (Practice Manager).
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Review titled Great Practice
Rated 5 stars out of 5
by Judi - Posted on 15 October 2024
Following earlier visit today for flu and covid shots medical staff helpful friendly and efficient - receptionists also very kind.
Visited October 2024
Review titled Hathaway Surgery
Replied on 15 October 2024
Hi Judi, thank you so much for taking the time to write a positive review, we really appreciate it. I'm glad your autumn vaccines visit was positive. Kind regards Wendy Mant (Practice Manager).
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Review titled Great practice
Rated 5 stars out of 5
by Wendy Kavanagh - Posted on 12 October 2024
Hathaway Surgery -Flu/Covid Vaccine appointment Amazing, friendly & efficient staff made the experience so easy and quick. A big thank you to all involved.
Visited October 2024
Review titled Hathaway Surgery
Replied on 14 October 2024
Dear Wendy, thank you for taking the time to leave us a review. The Flu/Covid clinics take a lot of organisation, as well as staff volunteering to work a Saturday on top of their usual weekly hours, so the feedback is very much appreciated. Kind regards Wendy Mant (Practice Manager).
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Review titled Amazing Practice Team
Rated 5 stars out of 5
by Keith Morgan - Posted on 19 November 2024
I am writing to thank the Practice and all the Doctors and Nurses, Receptionists and Administration staff , cleaners and all others for what you have done for me this year which as you can see from my record has been challenging for you and difficult for me. Tomorrow I go to hospital for my second heart ablation this year, this one to hopefully get rid of Atrial Tachycardia which has really knocked me for six. The recent medication that I was prescribed by my Doctor probably saved my life. Yes and just recently your nurse sorted out my eyes, she is so professional and kind, now I can actually see without distress!!! So if my E Mail lands in the in tray of the Practice Manager I would ask please if you would thank everyone who has helped me this year, you are all amazing people and you should be very proud of what you achieve. Thank you, thank you all again. Best wishes Sent from Yahoo Mail for iPhone
Visited October 2024
Review titled Hathaway Surgery
Replied on 19 November 2024
Dear Mr Morgan, thank you so much for taking the time to leave a positive review on our page, it's greatly appreciated. I'm also pleased to hear that you are on the mend and we were able to help with that. I will pass on your positive comments to the whole team here at HMC. Thanks again and wishing you a speedy recovery from the ablation. Wendy Mant (Practice Manager).
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Review titled Excellent receptionist/Nurses
Rated 5 stars out of 5
by Michael Gumbrill - Posted on 10 September 2024
The receptionist team who went above and beyond to help my wife sort out her medication after the prescription team had left. Contacting the Duty Dr and also messaging my wife. Also today the nurse was able to combine this afternoons appointment with this mornings saving my wife much discomfort. Excellent customer service.
Visited September 2024
Review titled Hathaway Surgery
Replied on 10 September 2024
Dear Mr Gumbrill, thank you so much for your positive feedback. We have a great team at Hathaway and I'm so pleased that we were able to help your wife and ease her discomfort. Kind regards Wendy Mant Practice Manager.
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Review titled Communication Problems
Rated 4 stars out of 5
by ian Hibberd - Posted on 17 September 2024
When I have had an appointment or visited the surgery & spoken with a receptionist the service has always been excellent,this is more than can be said for the communication system, Having received a text in August stating you would be offering Flu Vacinations & to wait to receive a text when this service would be offered. Received a text last week with a link to book an appointment, the link did not work. So I phoned to try & make an appointment, as usual I was number 1 in the queue,after 20 mins no one had answered. So instead of the appointment number I tried another option ,again I was number 1 in the queue. After about 10 mins the call was answered & I was told there were no appointments available. I asked if there would be other appointments being made available & was told by the operator that there were no other dates planned.I asked if I should look elsewhere & was told no advice could be given On other occasions when I have phoned I have waited for over 30 mins when being number 2 in the queue. Why go to the trouble of sending out messages which lead to no positive outcomes?
Visited September 2024
Review titled Hathaway Surgery
Replied on 18 September 2024
Dear Mr Hibberd, many thanks for your review and I'm sorry that our service has fallen under the standard that we try hard to uphold. I am looking into the phone queues in general, so please be assured that this is a work in progress. We have had a great response to our flu campaign this year, the 1400 appointments we have had available in the system have already been booked. I am currently working on adding more appointments and will call you back as soon as these are on, to ensure you are booked in. Kind regards Wendy Mant Practice Manager.