Oak Tree Health Centre
Tyne Avenue, Didcot, Oxfordshire, OX11 7GDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful rude receptionist
by Stephen Shephard - Posted on 06 October 2024
During a recent visit Friday 4th October I, was spoken to so rudely for asking a simple question. I was quite unwell and anxious. To be spoken to the way I was by the receptionist on the back desk tapping the sign on their desk saying “l’m busy” and don’t disturb the other receptionist who was on the phone. You made me more anxious to the point I wanted to explode. You have a zero tolerance policy for aggressive behaviour, this works two ways. If you don’t want patients to be rude I suggest you take a long hard look in the mirror at yourself. I can’t fault the Dr as they were kind caring and considerate of my thoughts and feelings.
Visited October 2024
Review titled Oak Tree Health Centre
Replied on 08 October 2024
Dear Mr Shephard, Thank you for sharing your recent experience with us. I truly apologise for how you were treated during your visit, and I am very sorry that your interaction with our receptionist fell short of the high standards of care and respect we aim to uphold. We never want any of our patients to feel disrespected or unwelcome. I will personally discuss this situation with our team to ensure it doesn’t happen again, and we will take the necessary steps to enhance our communication and service. Your feedback is crucial for us to improve and provide better experiences for all our patients. Kind Regards
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Review titled Great triage system
Rated 5 stars out of 5
by Anonymous - Posted on 23 October 2024
I know this might not suit everyone but the triage system has worked really well the couple of times I have used it. Sent message in when I opened, text back for more details really quickly and then a phone call to book an appointment with a nurse for later that morning. Lovely nurse who was very thorough and gave good advise and next steps if condition worsened.
Visited October 2024
Review titled Oak Tree Health Centre
Replied on 25 October 2024
Dear patient, Thank you so much for your lovely feedback. We are glad to hear our new appointment system works well and provides an efficient service for our patients. We implemented a new appointment system thank you to patients’ feedback and comments in the last couple of years. We really appreciate your positive words! Thank you so much, Kind regards
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Review titled Flu jab in stuffy crowded upstairs room
Rated 2 stars out of 5
by Graham Stanbridge - Posted on 03 October 2024
Hi. While I appreciate all the hard work you always do, today I noticed at a flu jab appointment several elderly/infirm people were struggling a little with waiting standing in a stuffy crowded upstairs room (and on the stairs), while possibly exposed to lots of flu and covid germs from being in such a confined space with 20 plus people. Would it be possible to keep the windows open while so many people are queuing, and perhaps use a room on the ground floor at least for the elderly and infirm? Thanks.
Visited October 2024
Review titled Oak Tree Health Centre
Replied on 08 October 2024
Dear Mr Stanbridge, We appreciate your thoughtful feedback about your recent experience with the flu vaccination. Your kind words about our efforts mean a lot to us, especially during this busy period. I am sorry to learn that your visit was uncomfortable, particularly for our elderly and less mobile patients. We recognise the importance of providing a safe and pleasant environment, especially during flu and COVID seasons. Your concerns regarding the crowded and stuffy conditions, as well as the difficulties of waiting upstairs, are completely valid, and we thank you for highlighting them. Looking ahead, we will explore options like moving the flu jab clinic to a ground-floor room for those who may struggle with stairs. We will also work on improving ventilation by keeping windows open when feasible and finding better ways to manage patient flow to reduce overcrowding. Your feedback is invaluable in helping us make necessary improvements, and we are dedicated to addressing these matters swiftly. Thank you once again for your understanding and for sharing your experience with us. If you have any more suggestions or concerns, please don’t hesitate to reach out. Kind Regards
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Review titled So professional and thorough
Rated 5 stars out of 5
by DeanJ - Posted on 07 October 2024
I attended with my wife who doesn’t visit as frequently as I do and the nurse took the time to update some additional info which was appreciated. Excellent visit for us both.
Visited September 2024
Review titled Oak Tree Health Centre
Replied on 08 October 2024
Dear DeanJ, Thank you for your kind words. Your comment has been shared with our team. Thank you for taking the time to share your positive experience with us. Kind Regards
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Review titled Access to appointments
Rated 1 star out of 5
by Anonymous - Posted on 03 September 2024
Having changed the appointment system (again) to supposedly make access easier, I followed the directions to complete the online appt request form, only to find the system had been closed due to having reached capacity - and not even the afternoon yet. Last time I required an appointment , I was reprimanded by the GP for not having made an one earlier - believe me I tried, but was continually told there were no spots left and to try again the next day. We hear of patients waiting weeks for appointments, but this is even worse; you can’t even get to the point of being able to request an appt, let alone wait weeks for one. What is happening - it’s no wonder patients attend the ED department inappropriately.
Visited September 2024
Review titled Oak Tree Health Centre
Replied on 04 September 2024
Dear patient, Thank you for your review; we greatly appreciate your time to provide us with this valuable feedback. We are very sorry to hear that you didn’t have a great experience using our new appointment system. Our GPs triage patient’s request in daily basis and our online portal is open depending on demand and clinical capacity on the day. All requests will be assessed as soon as possible and in the same way regardless of how you contacted the surgery. By registering all requests through an online form, we are able to prioritise and action requests quickly and fairly, ensuring you get the right level of care at the right place and the right time. We encourage our patients to keep checking our online portal during the day as we assess demand in hourly basis. We will use your feedback to improve in the future.
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Review titled Consistently appalling
Rated 1 star out of 5
by Anonymous - Posted on 08 August 2024
From trying to book an appointment (on the old and new systems) to managing my repeat prescriptions, my experiences of this Health Centre have caused me an immense amout of stress and frustration. I do not feel that I can properly converse with the Admin staff both on reception and from the back office/secretary. It always feels as if I should not be calling. I am certain that I am behind in my follow-up for conditions that I have but do not feel confident or able to progress the matters. The internet system used is diabolical and unusable, often closed. If you have the opportunity do not register here. I have a number of friends who have left this surgery to go elsewhere.
Visited August 2024
Review titled Oak Tree Health Centre
Replied on 12 August 2024
Dear patient, We are sorry to hear that you had a bad experience with Oak Tree health centre. Please send us your complaint in writing so we can investigate this further. Complaint should be addressed to: Business Manager, Oak Tree Health Centre, Tyne Avenue, Didcot OX11 7GD. Thank you, Kind regards
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Review titled Reception
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2024
I went to surgery at 8.10am to ask for a call back from a doctor, as it is usually impossible to get through on the phone. Only to be told by a very surley receptionist that they do not start taking appointments till 8.30. I asked if I could sit and wait, but she said no I would have to wait outside, but would be allowed back in at 8.20am. So even though I was not feeling well and I am in my 70's I obeyed. she then told me I will have to book on-line, I explained to her I was not very good on computers and her response was "you will just have to learn"eventually I was helped by a pleasant young lady from the practice. I felt embarrassed and stupid by the lady at the reception, the comments she made, quite loudly, were said in front of other people who were waiting. She was extremely unhelpful and I left feeling humilated and stressed.
Visited July 2024
Review titled Oak Tree Health Centre
Replied on 18 July 2024
Dear patient, Firstly I would like to apologise for you having to contact us in such a way with this matter. We do make every effort to provide the very best service to all our patients, whose wellbeing is our primary concern. The practice was sorry to learn that you felt unhappy with the service provided to you. We are undergoing some renovations in our staff entrance, which is why we have had to open our main doors earlier. Our practice officially opens at 8.30 AM. Our staff conducts necessary morning checks from 8.00 to 8.30, which is why you were asked to wait outside. We are sorry to hear you have to wait outside 10 minutes. We have recently change our appointment system to avoid long queues over the phone. If you do not have a smartphone or are unable to use the internet, you can still contact the surgery by calling 01235 810099 or by visiting us in person. Our patient advisors will inquire about your needs and complete the online form on your behalf. We are glad to hear that you eventually received the assistance you needed from us and were able to access our services on the same day. We apologise for any dissatisfaction you may have experienced during your visit, and we appreciate you bringing your concerns to the attention of the management team. Kind Regards
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Review titled Terrible experience’s
Rated 1 star out of 5
by Stephen Lally - Posted on 08 June 2024
This is one of many poor experience’s, mainly due to certain receptionist unprofessional and rude approach to dealing with my concerns! Having gone through correct procedures to book an appointment to see doctor as I was passing blood and on warfarin, 111 had advised to see gp.I was told to just bring water sample in? When I gave my water sample in I asked if the doctor was aware that I was on warfarin? And should I be having a r&i check at same time? Two Reception staff seemed to be irritated by this, huffing and shacking heads and sniggering behind my back as I left! Then doctor contacted me late evening to say I need i&r test but couldn’t do it till Monday 5 days later! because it wouldn’t be processed, but if done when I asked it would have been processed! I still haven’t seen doctor but have appointment on Monday 5 days later and still loosing blood! My pets get better care than what you’re practice is providing.
Visited June 2024
Review titled Oak Tree Health Centre
Replied on 12 June 2024
Dear Mr Lally, We are so sorry to hear that you had this experience. Would you mind contacting the practice directly via secured form https://www.oaktreehc.co.uk/complaint-form and mark it for the attention of the practice manager so that we can try and learn from this experience and address any concerns that you may have and also improve things for future patients. Thank you so much, Kind Regards
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 29 April 2024
Rude, unhelpful, disrespectful. Not at all helpful when making a simple inquiry over the phone! Or even how to get a repeat prescription. Refuse to offer any advice or even simple politeness. Literally dread having to make a call to speak to a receptionist. Whats the point in being a receptionist if they can't answer a few simple questions for a few minutes of their time. Instead of helping with your inquiry your met with abrupt rudeness and then they hang up on you. I get that they are understaffed but a little compassion to people's circumstances wouldn't go a miss. Sometimes people are having a real bad time and then only to be met with a disrespectful, rude receptionist staff is just shameful. Especially when the position they hold is to actually help people.
Visited April 2024
Review titled Oak Tree Health Centre
Replied on 12 June 2024
Dear patient, We are so sorry to hear that you had this experience. Would you mind contacting the practice directly via secured form https://www.oaktreehc.co.uk/complaint-form and mark it for the attention of the practice manager so that we can try and learn from this experience and address any concerns that you may have and also improve things for future patients. Thank you so much, Kind Regards
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Review titled Appointments system needs urgent review
Rated 3 stars out of 5
by Anonymous - Posted on 05 April 2024
Call at 08:30 on the dot, wait on the line for ages to finally be told that there are no appointments left and to try again 08:30 the next day. No option to make a non-urgent appointment for later in the week. I wonder how many people are repeating this for days until 111 or a trip to A&E becomes the only solution. I appreciate that the centre is having to deal with unprecedented demand and limited resources, so I don't blame the staff who have a really difficult job, but the current procedure does need a serious review.
Visited April 2024
Review titled Oak Tree Health Centre
Replied on 12 June 2024
Dear patient, We are so sorry to hear that you had this experience. We are currently reviewing our appointment system and we aim to implement a new online form on the 9th of July. This new system will make it easier to book appointments and will avoid long waiting times on the phone. The quickest way to contact us with medical or administrative queries will be submitting an online request through our website or through the NHS App. By registering all requests through an online form, we will be able to prioritise and action requests quickly and fairly, ensuring you get the right level of care at the right place and the right time https://www.oaktreehc.co.uk/news/new-appointment-system Thank you so much for taking the time to leave this feedback, Kind regards