Hathaway Surgery
Middlefield Road, Chippenham, Wiltshire, SN14 6GTContact details and opening times
Patient ratings and reviews
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Reviews
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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.
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Review titled I have always had a very positive experience at Hathaway.
Rated 5 stars out of 5
by Linda Morgan - Posted on 21 July 2024
I would particularly like to mention Claire on the reception desk. Having very painful symptoms that are not straight forward for diagnosis I have visited the surgery quite a lot recently. I am always greeted with a smile and Claire goes over and beyond her duty to help me get a positive outcome to my problem. Thank you Claire
Visited July 2024
Review titled Hathaway Surgery
Replied on 01 August 2024
Dear Mrs Morgan, I will pass on your lovely comments to Claire, I'm so pleased that she was able to help you when you needed it, I will pass on to the whole team. GP Reception teams are often dealt a lot of bad press, we really do try hard here at Hathaway, under sometimes difficult circumstances, to do what we can to help all patients that need it. Thank you again. Wendy Mant (Practice Manager).
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Review titled Receptionist Dragon’s????
Rated 5 stars out of 5
by Michael Mulligan - Posted on 31 July 2024
Today I had to call upon the receptionist at Hathaway Surgery what a great team they are. We all talk about Dr Receptionist being very difficult with people, not so with the ladies at Hathaway, they all go out of their way to help especially the lady with all the curls. The Drs seem to make it more and more difficult to see them, and when you do you never see the same one twice. Thank god for the Dragons, thanks girls you’re doing a great job.
Visited July 2024
Review titled Hathaway Surgery
Replied on 01 August 2024
Dear Mr Mulligan, thank you so much for your kind words about our Reception team, they work very hard in sometimes tricky circumstances. Kind regards Wendy Mant (Practice Manager).
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Review titled Super treatment
Rated 5 stars out of 5
by Ray Wickens - Posted on 21 May 2024
Following a chest xray on 20th, later that day, I was telephoned by the duty Doctor and given news that all was not well. The Doctor's approach was so sensitive and with great empathy. I wish to thank him.
Visited May 2024
Review titled Hathaway Surgery
Replied on 01 August 2024
Dear Mr Wickens, thank you so much for your positive feedback, we hugely appreciate it, I will pass this back to the GP you spoke with. Kind regards Wendy Mant (Practice Manager).
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Review titled Triage system leaves patients in black hole
Rated 3 stars out of 5
by Anonymous - Posted on 14 May 2024
If the triage system fails to result in an appointment with your GP how do you get medical attention even when you have detailed increasing pain for an extended time and your request is deemed not to require an appointment? Genuine question, how can such a judgement even be assumed without seeing or speaking to the patient? The online triage system offers no option to resolve this or take it further. It appears to leave us a dead end without any way forward at all. Surely the objective on having an online appointment request system is to assist patients more effectively.
Visited April 2024
Review titled Hathaway Surgery
Replied on 15 May 2024
Dear Patient, thank you for the feedback. I would like to clarify that the triage form response isn't a "dead end" and if you feel your symptoms are worsening, or you are in continued pain, that you either have the option to fill in the form again with further information, or you call the surgery and explain your issue to our call handler, who would then be able to assist further. I can assure you that the GP's clinical judgement is based on the information given on the triage form, should they require further information or are unsure about anything, they will reply for clarification, or suggest a phone call to discuss further with a GP before choosing the next path to go down. Many thanks.
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Review titled Very Helpfull
Rated 4 stars out of 5
by M Mohan - Posted on 24 March 2024
I had several queries regarding referrals on Friday 22nd and both the ladies on reception were great, efficient and a pleasure to deal with.
Visited March 2024
Review titled Hathaway Surgery
Replied on 15 May 2024
Thank you so much for the positive review, it really helps with staff morale and to show patients that we are always here to help as best we can.
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Review titled New level of incompetence
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
I new it was difficultimpossible to get an appointment previously but now the have automated their poor service.. if you phone for an appointment now you will be given a link with all available appointments. However they are released at 8 in the morning and all gone by 8.05 when you have to try again the following day .. and so on The problem is to many patients!! However, it won't change as patients = £££ for the partners so basically hard luck!! Pointless complaining to the practice. You need to write directly to NHS and if enough people do then maybe something can be done about this failing surgery.
Visited February 2024
Review titled Hathaway Surgery
Replied on 28 February 2024
Dear patient, many thanks for your feedback. I would like to stress that our service is not automated, and each Accurx Triage form that comes in is viewed by a GP on the day. The appointments are not released on the day and at present (3.30 on a Wednesday) there are many routine appointments available in the next 2 weeks, as well as more urgent ones in the next 2-3 days. Unfortunately we do not have an infinite amount of clinical staff and therefore we have to manage capacity to provide a safe and effective service to our patients. The Accurx Triage system is capped to also provide capacity in the week, if we allowed 300 forms in each day, we would not be able to get through them and would run out of appointments. You state the problem is "too many patients", GP surgeries in this area are unable to close their patient lists, this is not as you suggest "£££ for the partners" but more an issue of us continuing to provide healthcare to those that register. I would like to state that Hathaway is not a "failing surgery", we have had a huge amount of praise for our new phone system and the Accurx Triage and continue to provide an excellent level of service and care to our patients.
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Review titled Let down a lot
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2024
I called to book a appointment as iv been suffering a long time with gyno issues and was able palmed off and told to call back the next morning for my issue to be resolved iv never felt so unheard by the people who are put in there place to take care of the people who are in need of medical attention iv had to suffer being in pain for no end of months and this new system is above and beyond a joke out of pure laziness your not guaranteed a appointment and feel left as if your medical needs have no sense of purpose to the ones that are ment to help
Visited January 2024
Review titled Hathaway Surgery
Replied on 05 March 2024
Dear Patient, thank you for your feedback. As you will have been made aware via text, email or letter back in January, we now use a triage system called Accurx, so I suspect you would have been advised to fill in a triage form, rather than "call back the next morning". I apologise that you felt unheard, however all patients requiring a GP appointment are asked to fill in an online form, as the telephonists cannot book appointments over the phone. This system is not derived from "laziness", quite the opposite. The forms submitted are viewed by a GP, and where appropriate an appointment booking link is sent. So you would be guaranteed an appointment, if clinically appropriate, and your medical needs are dealt with by the most experienced person in the building - the GP.
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Review titled Was fantastic but not now
Rated 2 stars out of 5
by Ian Bramwell - Posted on 08 January 2024
Been with them for years and nothing but praise for them Unfortunately calling with no reply 2hrs in total today still unable to talk to anyone is poor Tried using new system without success just got me more stressed with angina. Gave up and lost interest/confidence. Great shame but lost all interest now.
Visited January 2024
Review titled Hathaway Surgery
Replied on 28 February 2024
Dear Mr Bramwell, many thanks for the feedback. The 8th January was the day we went live with the new triage system, sorry that you struggled to get an appointment. I can see you used the triage system the week after, receiving a telephone call back from a GP within 2 hours, as well as another call from a Nurse Specialist shortly after that to ensure all your issues were addressed. I would hope that you felt this was fantastic care and that we have improved.