Wheatfield Surgery
60 Wheatfield Road, Lewsey Farm, Luton, Bedfordshire, LU4 0SYContact details and opening times
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Reviews
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2024
I had blood tests in July and August and the results were abnormal both runs. Tried to get an appointment to discuss this, at the request of the surgery. I was told there was no availability in the foreseeable future so I’d need to ring at 8:30 for a same day appointment. On the third day of trying after being 30+ in the queue I was told it was not urgent enough. The receptionist sounded frustrated. I was eventually given a telephone appointment in November. I have been unwell since June so to have to wait until November is unacceptable.
Visited October 2024
Review titled Wheatfield Surgery
Replied on 23 October 2024
Dear Anonymous Thank you for taking the time to leave your feedback. I would be happy to look into this for you. Please contact me at the surgery so I can help. Kind regards Michaela Campbell Practice Manager
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Review titled Communication
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2024
After my daughter's bloods a few weeks ago, I had to book her an appointment to discuss them. This was booked for a phone consultation on Monday 12th August anytime between 8.30-12.30. At 12.25 I received a text message telling me I had missed the call. I phoned them straight back because my phone was beside me and it hadn't rung. They couldn't help then and told me to call back on Tuesday for a same day phone consultation. Phoned Tuesday to be told they don't do on the day phone consults for blood test results 😧 They tried to ring me back a bit later with a different day phone appointment but yet again the call didn't come through. I phoned back and asked for an in person appointment because clearly phone wasn't working, they refused and offered today anytime between 8.30-6 for a phone call. I gave them my daughter's number so if mine didn't work, they could try hers. We have waited all day for a phone call- nothing. I then received a text message saying we had missed an appointment at 5.20 today at the surgery 😡😡😡 Funnily enough this came through after the surgery had closed so I now have to phone again tomorrow. When you do ring, you are in a queue for ages sometimes even if you are caller 1.
Visited August 2024
Review titled Wheatfield Surgery
Replied on 23 October 2024
Dear Anonymous Please contact Reception Manager-Diana at the surgery so she can look into this for you. Kind regards Michaela Campbell Practice Manager
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Review titled Wrong Appointment Time
Rated 2 stars out of 5
by Anonymous - Posted on 25 July 2024
I booked an appointment over the phone and was told the appointment was for 3:05pm 25/07/2024 I got to the surgery at 3:02 but couldn’t sign in, I then received a text message saying I had missed my appointment for 2:55pm, I was told over the phone that my appointment was for 3:05 only for me to get there to hear it’s for 2:55pm, I was told I had missed my appointment, I’ve extremely dissatisfied with this experience, I’ve been trying to get an appointment since Monday and now that I got it, they messed up the timing and said I was the one who didn’t hear well, if possible I’ll like to see a review of the recorded call for the appointment, I was told over the phone 3:05pm and I confirmed by asking “you mean 5 minutes past 3 o’clock?” Which the lady over the phone confirmed. This is really annoying and it’s the second time it’s happening, I’m so far from being happy about this, my waist hurts like hell and I can’t do anything, I tried for days before getting an appointment and this is what I get? Unbelievable!
Visited July 2024
Review titled Wheatfield Surgery
Replied on 23 October 2024
Dear Anonymous Having checked our records and listening to the recorded calls I can see you called at 1.30pm on 25th July and although having an appointment already booked for the 30th July you were offered a face to face appointment the same day at 2.55pm. You unfortunately repeated 3.05pm to the receptionist which she confirmed so you did not attend at the booked time of 2.55pm. This seems to be a genuine mistake on both parts. You did however at 4.20pm the same day have a consultation with Dr Shah who assisted you, gave you medication and referred you to physiotherapy who you saw 5 days later. Kind regards Michaela Campbell Practice Manager
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Review titled If you work good luck getting an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 25 June 2024
Been unwell for over 10 days, done the going to see a pharmacist and taken what was prescribed but still not good, phoned Dr’s on my break at work to get an appointment, unable to let me book an appointment at 12:00 have to phone back after 1:30, explain I am on my break and cannot do that, well use E-con, can’t do that as when I used it before I could not open the reply as my phone security says it is an unsafe site so have to phone the Dr’s to get an email sent to me with reply….. If you work you have no hope of getting an appointment if you can only call in your break. Come on be more flexible with working folk.
Visited June 2024
Review titled Wheatfield Surgery
Replied on 23 October 2024
Dear Anonymous Unfortunately calling the surgery at 12pm will means the afternoon is the only option for an appointment since the morning surgery was past time. E-consult is a great way of accessing our services without having to call the surgery and can be done in your break time. We also run enhanced access appointment two evenings a week and several Saturdays each month for those patients who work during the day. I do hope this information is of help to you. Kind regards Michaela Campbell Practice Manager
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Review titled Terrible format for everything
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2024
Fed up with being 30 odd in queue when calling at 8.30 on the dot. Impossible to get an appointment, and then when finally after calling for at least 10 days, over an hour each time, getting an appointment, to turn up and be told there is no appointment booked for me...the most unprofessional place I've ever had to deal with. It is the system in place that has never worked and never will work !! To top it off I had a text to tell me I failed to arrive for my appointment!!!!.......then upon waiting to speak to a receptionist to get an actual appointment, I see the pie chart of " patient satisfaction " at pretty much everyone is happy with the service..clearly this is not the case. I don't think as a practice you are aware of the reputation you have in the area...it is terrible. You are flogging a dead horse until you evaluate and change the system that so clearly does not work. The receptionist and doctors have always been kind, and try to be helpful , but the system is absolutely rubbish.
Visited June 2024
Review titled Wheatfield Surgery
Replied on 14 June 2024
Dear Patient Thank you for taking the time to leave feedback. With so many people calling the surgery at 8.30am there is often a wait. We have employed more reception staff to help deal with this but appreciate it is not always easy to get through. This is why we have a call back option and also e-consult both options are offered so that you do not have to queue on the phone. As you have chosen to remain anonymous I am unable to contact you but your feedback will be passed to the doctors. Michaela Campbell Practice Manager
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Review titled Non-Allocation of appointments by a Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 12 May 2024
Receptionist queries why I need an appointment and even the problem is serious she refuse to give an appointment!
Visited May 2024
Review titled Wheatfield Surgery
Replied on 29 May 2024
Dear Anonymous Our Reception team ask the nature of the problem so that they are able to prioritise based on medical need. I am happy to discuss this further with you if you wish to contact me at the surgery. Kind regards Michaela Campbell Practice Manager
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Review titled Appointment system
Rated 1 star out of 5
by Ha Nna - Posted on 12 May 2024
39 in a queue at 8.30 on the dot!So I went to make an appointment in person.The receptionist grilled me about my problem so all people behind me could familiarise with my condition!Its an appalling system.Please improve patients confidentiality.
Visited May 2024
Review titled Wheatfield Surgery
Replied on 29 May 2024
Dear Ha Nna We have a very high number of morning callers which are managed by a large team of reception staff who work hard to get through each call as quickly and efficiently as possible without rushing the caller. If you choose to attend in person you will be asked the nature of your request so that the reception member can book you with the most appropriate clinician. There is a clearly marked out waiting indicator to stop patients walking behind the person at our front desk and we do ask that this is respected so our patients can speak in confidence to the staff member. Unfortunately we have no control if patients choose to ignore this. I would like to remind you that to save a phone call or a queue we encourage you to use our e-Consult service which is time saving and easy to navigate. I will pass your feedback to our team. Kind regards Michaela Campbell Practice Manager
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Review titled Lack of Communication
Rated 2 stars out of 5
by Lorraine Cope - Posted on 31 October 2023
Subject … Amended Review as requested Subject: We are unable to publish your review 0303920 Comment reference number: 1682574 I have been a patient with Wheatfield Surgery for many years but am really not happy at the moment. I ordered my repeat prescription on 19/10/23 but it wasn’t issued on the same day like it usually was. A medication review had been done but the GP didn’t speak to me about it. I was upset about this as despite me signing a disclaimer form to continue receiving my Zapain painkillers for the pain in my knees it had been written on my online record to only prescribe 1 month of these tablets! I told the GP on my last telephone appointment after my knee x-ray that I needed these painkillers as paracetamol doesn’t work when the pain is bad and I’m unable to take Ibuprofen because of my other tablets. The GP is aware that I only take these painkillers when the pain is bad Im only prescribed a weeks supply each month not enough to become addicted to them! I visited the surgery on 20/10/23 to try and find out why this had happened and was told to call the surgery and speak to a colleague on option 2, I did this but the person was unable to help me and said I needed to speak to the GP. I called the surgery again and pressed option 1 to request an appointment but there was none available. The colleague that answered the call this time was helpful and told me that they would speak to the GP about my situation, I also spoke to this person about some routine blood tests that were due in September but I didn’t get a reminder as I usually did I was told that they could be arranged for me and I would get a callback later to confirm this. Someone eventually called me back late afternoon on Friday 20/10/23 and confirmed that they had spoken to the GP and the GP wanted to speak to me. This person arranged to give me a call back on Monday 23/10/23 regarding the appointment for the blood tests. I didn’t get a call back so checked my online record in the afternoon to see if there was an appointment and was surprised to see there was but it had been postponed! I then visited the surgery again to ask what had happened and one of the receptionists rebooked the appointment for the blood tests! I was told to give the surgery a call on Wednesday morning 25/10/23 at 08.30am to try and get an appointment to speak to the GP which I did, I wasn’t happy as I was waiting in a queue for nearly an hour only to be told there was nothing entered on the system that the GP wanted to speak to me! I don’t feel that this is a good practice to treat patients like this I am nearly 72 years old and don’t need this stress. I was eventually given an appointment to speak to the GP for the end of November in 4 weeks time it’s ridiculous when it’s the GP that requested to speak to me. It seems to me that the communication at this surgery is very poor.
Visited October 2023
Review titled Wheatfield Surgery
Replied on 03 November 2023
Dear Ms Cope I am currently looking into this for you-I will be in touch once I have investigated the matter thoroughly. Kind regards Michaela Campbell Practice Manager
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
I phoned up this evening for my daughters blood test results when the lady told me them I ask her to pre book an appointment with the doctor as he told me to book an appointment when the results are back or if the lump on her head had not gone I want the same doctor as I don’t want to go over everything again when the doctor already knows what is going on. I was told to ring up at 8.30 in the morning I asked what is the chance of me getting an appointment she couldn’t tell me I then told her I have done this before I rung up 3 days straight to be told I can’t see the doctor I requested which I think is disgusting you should be able to see any doctor you choose. I then asked her if I could pre book an appointment I was told no again I have to ring at 8.30 in the morning which i no i am not going to get an appointment. i think its wrong you can not pre book or get the doctor you want to see
Visited October 2023
Review titled Wheatfield Surgery
Replied on 25 October 2023
Dear Anonymous I have looked into this for you and have found and listened to the telephone call you made to our surgery. I am very sorry that this has happened to you and I have asked Diana the Reception Manager to call you this morning to offer you an appointment with your requested GP. I would like to apologise for this experience as it should not have happened and I would like to assure you that the member of staff has been addressed regarding this and she will not repeat this again. I along with the reception team are working hard to offer our patients a well run service and we are getting there bit by bit. I appreciate you taking the time to leave feedback and I hope you in the future have a better experience. With Kindest Regards Michaela Campbell Practice Manager
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Review titled Very unprofessional
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2023
My husband is deaf so can’t use the phone . I been calling the surgery on his behalf since 1988 . He asked me to call the surgery about blood tests and blood pressure. After a lot of confusion about who I was calling for they refused to talk to me about my husband. I was not aware of any changes had no letter or anything to say I would have to fill in a form stating I needed to talk on my husband’s behalf. They was very rude and unprofessional. The person I was speaking too sounded very inexperienced. Both being disabled we find this infuriating it’s hard enough getting to see a doctor and over the phone consultation so now they won’t let me speak on my husband’s behalf . Seriously. Why didn’t they send me this so called form I am supposed to fill out . After being with this surgery since 1988 am now considering to move. Not happy
Visited June 2023
Review titled Wheatfield Surgery
Replied on 28 June 2023
Dear Anonymous I would like to help you resolve this matter and find out who you spoke to. As you have left an anonymous review I am unable to. Please contact the Reception Manager, Diana at the surgery and she will be able to assist you with this. Kind regards Michaela Campbell Practice Manager