The Practice of Health

Moved to this surgery after having a lot of trouble with a previous one. The staff here are polite and helpful on the phone and just as nice in person.

The staff here are very friendly and helpful, I've always felt welcomed and if anything goes wrong they are quick to help resolve the issues. Good telephone manner, friendly approachable staff. However, the practice is super busy and booking appointments with a doctor is not necessarily straight forward, in most cases advised to book on the day instead of booking in advance as the appointments go so quickly, so for routine stuff it feels like "jumping the queue". That being said, most surgeries are in the same position nowadays and the friendliness of the staff makes up for it.

Bad service ! Called 4 times trying to make an appointment for nose problem ( had operation before ) , just kept telling me only for emergency and kept telling me call tomorrow !

Good to see that the practice is back to its great service.

Worst surgery ever.when you need see GP always nurse attend.worst reception woman.

I found Doctors, nurses and the staff
Friendly and professional.
Appreciate busy times my only criticism would be the telephone appointment system.
Too long winded , needs to be shorter.
Perhaps 2 or a team to answer phones
From 8:00am - 9:30pm or until the appointment Times have been filled.
This would save time and frustration
for all concerned.

Tried to alter my covid vaccine from 15th May as it's on a Saturday and I go away for the weekend to my caravan and was told that they only had 2 clinics on the 15th and 29th May. Just spoke to my cousin and she has been this afternoon. So obviously they lied saying that they only had 2 clinic. Not very happy.

I'm a support worker in the vale, currently working with severely disabled and vulnerable clients.

on Feb 2nd as one of the service users I support had a vaccination letter to have his jab in Cardiff. We had already explained that due to the complex needs of this individual who has been shielding since the pandemic began that this wouldn't be possible. I rang vaccination centre, explained that this appt shouldn't have happened as we were told he'd be home visited. They explained that his GP would have to put him on housebound list to have a home jab.

I then rang practice of health and explained what was said above. I was originally told the housebound list had already gone off, as had the list of people who could have it at the surgery. I asked what then we're my options as the person in question would not leave the house voluntarily and obviously staff aren't going to physically remove them from the house.

After much deliberation, being put on hold and discussing the circumstances with several members of their staff, it was agreed that this person would be added to the housebound list temporarily In order to receive their vaccine. I was told to expect a letter.

Fast forward 4 weeks, still no letter, all staff and clients have been vaccinated at this point except for this one individual.

A colleague rings to find out what's happening.

Practice of health explain the person in question has not been on housebound list and there was nothing they can do and we would have to use the vaccination centre. MY colleague explained that's not an option, there is no way this person will leave house to have jab due to his complex psychological needs.(this person has been attending practice of health for many years and they are completely aware of this.) They were completely dismissive saying there's nothing they can do.

I rang today, with my notes from my 2nd Feb call, explained exactly what had been said and they're still saying this person who is deemed as the highest risk category when it comes to covid, a patient of theirs for 20yrs that there's nothing they can do...

So it seems I was lied to on Feb 2nd and they palmed off one of their most vulnerable clients during a pandemic.

There is no way we can get said person to a vaccination centre, as we've explained since the beginning.. they have no fear of needles, or nurses or vaccinations, but do have severe anxiety about leaving house which has gotten alot worse since they've been shielding for over a year.

Being lied to has angered me personally but I'm more shocked by how dismissive they have been regarding a high risk patient of 20yrs.

Meanwhile, a vulnerable adult in the community is now even more vulnerable as completely unvaccinated.

I'll be writing a letter of complaint and writing to health authority and Jane Hutt regarding this.

Edit: after further discussion and pleas they have now agreed to vaccinate my client from home now.