Malthouse Surgery
The Charter, Abingdon, Oxfordshire, OX14 3JYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Disappointed
Rated 3 stars out of 5
by Jana - Posted on 04 July 2024
Arrived yesterday for my appointment 10 minutes late. I was not able to see the GP anymore as I was late. Honestly I do understand that,but how many times you can sit in surgery and wait for over an hour for your appointment. Also the receptionist was not very polite either.
Visited July 2024
Review titled Malthouse Surgery
Replied on 04 July 2024
Dear Jana, Thank you for your feedback. I am sorry to hear that you were unable to see the GP on your recent visit due to arriving late. I understand your frustration, especially if you've experienced long wait times in the past. We are constantly working to improve our time management and reduce wait times. We have a strict appointment schedule to ensure all patients receive adequate time with the doctor. Unfortunately, running late can disrupt the schedule for other patients. Regarding your experience with the receptionist, I apologise if they weren't polite. We strive to provide a welcoming and professional environment for all our patients. I will address this with the reception team. Kind regards Paul Drinkwater Practice Manager
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Review titled Trouble Getting appointments
Rated 3 stars out of 5
by Jason - Posted on 10 June 2024
I tried today to arrange a future appointment to see my GP, to be told this is not possible and basically it is now a race first thing in the morning to see if you can get one. I have been at this surgery since birth (55 Years) and found no compassion or advice. Just try again tomorrow Today. This is probably the worst customer service I have ever received. I have a chronic medical condition of Diabetes and have some concerns, basically left feeling like they were not interested. I said I would contact 111 and was advised they were clinically full for today. So where do you go from here as they would email the GP's surgery for an appointment and they would not offer one. I would of been happy for an appointment for next week, but apparently this is no longer possible. So if you have a condition and get complications, you will end up dialling 999 or 111 as you wont get a response here.
Visited June 2024
Review titled Malthouse Surgery
Replied on 11 June 2024
Dear Jason, Thank you for leaving a review about your concerns regarding booking future appointments with your GP. I understand your frustration and apologise for the difficulties you've encountered. We're currently operating under a temporary system called total triage, which means all appointment requests are assessed by a healthcare professional on the day to ensure we prioritise urgent cases. This can make booking future appointments challenging. I appreciate your feedback and recognise the importance of being able to plan ahead for your healthcare needs. We're actively working on solutions to address this issue based on patient input, and we hope to implement a system for booking future appointments within the next few months. In the meantime, if you have a medical concern, please don't hesitate to contact us. We'll continue to prioritise urgent cases through triage, but we can also offer advice or potentially schedule a telephone consultation depending on the nature of your need. I sincerely apologise for the inconvenience and appreciate your patience as we work towards a more efficient appointment booking system. Sincerely, Paul Drinkwater Practice Manager
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Review titled Uncaring policies
Rated 1 star out of 5
by Upset daughter - Posted on 16 May 2024
My 86 year old father has recently fractured his neck and been in hospital. He is walking with a frame. I asked the receptionist if he could have a home visit from the nurse to administer his 6 monthly cancer drug. I was told that unless he is registered as bedridden he has to come to the surgery. How is this caring? Is this a safe response for a patient who is just discharged from a trauma ward? Aside from the 5 minute message when you call, if you do get through a recorded message discourages you from using the GP and to use 111 instead. It’s virtually impossible to get an appointment unless you call at 8 am, and that’s not guaranteed. Very stressful and upsetting trying to access care for my elderly parents.
Visited May 2024
Review titled Malthouse Surgery
Replied on 20 May 2024
Dear Upset Daughter, Thank you for your review about the recent difficulty arranging a home visit to administer your father's medication. I understand his neck fracture requires assistance, and navigating a surgery visit with a walker can be challenging. I apologise that the initial assessment didn't consider a home visit as an option. While we prioritise care for housebound patients, your father's situation highlights the need for a more nuanced approach. You're absolutely right, some cases are complex, and with better communication within our team, we may have been able to arrange a home visit for him. I appreciate you bringing this to my attention and if you feel comfortable contacting the surgery again I'd like to take a closer look at your father's specific needs and explore the possibility of arranging a home visit for medication administration. I understand the importance of managing resources effectively, but ensuring patient well-being takes precedence. In the meantime, if there's anything else we can do to support you both during this time, please don't hesitate to reach out. Sincerely, Paul Drinkwater Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Rita Pointer - Posted on 17 April 2024
I used the new Anima online service. Filled in at about 6.40 a.m. recevied a call back at 9.15 am. Appointment given at 2.10 same day. The Dr I saw was very thorough and went through everything with me. She didn't hurry me and gave me peace of mind. Blood results texted back the next day I sincerely cannot fault the service I have received from this surgery. Would recommend the online Anima service. Easy to use and patient friendly. Thank you Malthoue team and Dr's.
Visited April 2024
Review titled Malthouse Surgery
Replied on 08 July 2024
Thanks for sharing your experience! We're thrilled Anima made getting the care you needed so efficient. We'll be sure to pass on your kind words to the Malthouse team and Doctors. We're always striving to improve, so your feedback is valuable. Kind Regards Paul Drinkwater Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Robin Worthington - Posted on 24 October 2023
Swift, flexible, clear, and professional service from all sections - doctors, physio, jabs, administrative. Thank you Malthouse.
Visited October 2023
Review titled Malthouse Surgery
Replied on 08 July 2024
Thank you so much for the kind words! We're thrilled to hear you had a positive experience with all aspects of our service. We appreciate you choosing Malthouse Surgery! Kind Regards Paul Drinkwater Practice Manager
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Review titled Avoid
Rated 1 star out of 5
by Garry Whitworth - Posted on 11 April 2023
If you're looking to see a GP you came to the wrong place - it's around a month to get a telephone conversation, then you may be fortunate to get an appointment . Blood tests you can get quickly but if the results don't show any problem you'll hear nothing - as with me, and you are left suffering the same symptoms that led you to consult them in the first instance. Sadly I understand this type of ' non service ' is typical of what you can expect from a GP. I'm left with the only option of requesting my records and seeing if I can resolve my issues myself online . Perhaps I should have taken the hint earlier , when calling Im always asked ' is it urgent ? ' I was rather hoping they were going to be advising me not the other way round
Visited February 2023
Review titled Malthouse Surgery
Replied on 12 April 2023
Mr Whitworth, thanks for your feedback. Please note we offer over 100+ on the day GP appointments and 100's of routine appointments each week with our wide range of clinical staff (over 100,000 appointments each year). I can see that you called the surgery at 13.00 on 18th Jan 23 and received a telephone call (this is a consultation) from a GP within 5 hours, who then booked you a blood test within 4 working days. As stated on our website it is your responsibility to check your results and to make an appointment to discuss them with your doctor if you are advised to do so. Be assured there is a protocol in place should there be an adverse blood test result where the patient is contacted (including direct from the lab doing the blood test if it is serious). The Malthouse Surgery receives 100s of calls each day (up to 900) and depending on many factors there can be a wait for a routine appointment, but the last GP Surgery survey showed a majority of patients had an appointment within 2 weeks at the Malthouse Surgery, with many like you calling on the day and having a consultation that day or within 1 or 2 days if more urgent. It is well documented health care services are stretched, particularly with local populations growing and increasing demand for a range of healthcare services. I can assure you all the Malthouse Surgery team are working hard to deliver the best service we can with the resources available.
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Review titled Excellent service
Rated 5 stars out of 5
by Rita Pointer - Posted on 08 February 2023
From calling the surgery to seeing the Physio then the Dr the service was brilliant. Receptionist very helpful and courteous. Physio knew her stuff and the Dr prompt in calling me back then seeing me on the same day. Would highly recommend this surgery.
Visited February 2023
Review titled Malthouse Surgery
Replied on 08 July 2024
Thank you so much for the fantastic review! We're thrilled to hear you had a positive experience at every step of your visit. We'll be sure to pass your kind words on to the receptionist, physio, and doctor. We appreciate you recommending our surgery. Kind Regards Paul Drinkwater Practice Manager
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Review titled Fantastic GP Surgery
Rated 5 stars out of 5
by Anonymous - Posted on 24 January 2023
Very responsive GP Sugery who were sensitive and supportive of what I had come to ask for. GP colleague went above and beyond in helping me sort my issues on the phone. Very friendly and sympathetic doctors. Even though I am not allowed to call them by name here, I really wish I could!! In addition, when I came to my blood draw appointment 10 minutes early I was instantly called up, the nurse was extremely friendly and the blood draw was done 5 minutes later and I was finished. I didn't have to wait around for hours like in so many situations in the NHS. Highly recommended!!
Visited January 2023
Review titled Malthouse Surgery
Replied on 08 July 2024
Thank you so much for taking the time to leave such a fantastic review! We're thrilled to hear that our team was responsive, supportive, and friendly. We strive to provide excellent care, and your kind words mean a lot to us. We understand you can't mention names, but please know we'll be sure to pass on your positive feedback to the entire team. Kind Regards Paul Drinkwater Practice Manager