Charlton Hill Surgery - Ratings and reviews
Reviews
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Review titled Unsupportive
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2024
I requested a GP letter confirming that I suffer from MS which is required in order for me to apply for a disabled persons railcard. I was informed that this is classified as private work and as such, it will incur a cost of £35.00 to issue. A follow up phone call merely confirmed this and they have refused to help unless I pay. How can blocking access to vital assistance for someone with a chronic health condition be helpful to their patients?
Visited February 2024
Review titled Charlton Hill Surgery
Replied on 28 February 2024
Dear Anonymous Thank you for your feedback which is noted. GPs provide services under a contract with NHS England and can charge for work that falls outside the NHS contract. This is explained on our website. Your request was for a letter to support an application for a disabled persons railcard and our charge for private letters is £35. You were offered and sent a patient summary, which would have contained the same information as you had requested, at no cost. The website for the Disabled Persons Railcard explains the eligibility criteria and what you will need to provide to get a disabled persons railcard. A letter from your GP is not one of the items that you would need to provide. I am sorry that we were not able to help you on this occasion. Adrian, Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Mrs Helen carcas - Posted on 29 November 2023
I phoned at 10 and was given an appointment for 11.15. I attended the appointment and was given a prescription which I took to the chemist. I was home by 11.30 with meds. I was treated courteously by the receptionist and the person that I saw . I phoned when I got home to express my thanks for the exceptional service that I received by all concerned. Thank you all
Visited November 2023
Review titled Charlton Hill Surgery
Replied on 19 December 2023
Thank you very much. We won't and don't always get things right or as quick as this but our aim is to provide a safe service that we would be happy to use ourselves. If the receptionist identified that you needed a same day appointment, ie were acutely unwell, then this is what we look to deliver. Adrian Practice Manager
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Review titled Appreciation and gratitude
Rated 5 stars out of 5
by Gail Fraser - Posted on 06 July 2023
I’ve always been given full support and assistance from every member of the Charlton Hill team. Amazing reception ladies are approachable, incredibly helpful and knowledgeable with the system and I’ve never had to wait overly long for any appointment or treatment. If I can’t navigate the portal app , they will assist me in finding the correct process to put in my requests. The nurses and doctors are also incredibly patient and kind. Knowing how full their work loads are , it really makes me appreciate the time they give and I’m grateful for the caring way they treat their patients.
Visited July 2023
Review titled Charlton Hill Surgery
Replied on 10 July 2023
Dear Gail, Thank you for your kind words which have been fed back to the team. We know we won't always get things right but we strive to give the service that we would want to receive if we were the patient. Adrian Practice Manager
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Review titled Appreciation and gratitude
Rated 5 stars out of 5
by Gail Fraser - Posted on 06 July 2023
I’ve always been given full support and assistance from every member of the Charlton Hill team. Amazing reception ladies are approachable, incredibly helpful and knowledgeable with the system and I’ve never had to wait overly long for any appointment or treatment. If I can’t navigate the portal app , they will assist me in finding the correct process to put in my requests. The nurses and doctors are also incredibly patient and kind. Knowing how full their work loads are , it really makes me appreciate the time they give and I’m grateful for the caring way they treat their patients.
Visited July 2023
Charlton Hill Surgery has not yet replied.
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Review titled Wonderful care and support
Rated 5 stars out of 5
by Anonymous - Posted on 02 August 2023
The Charlton Hill team have been brilliant in showing care and support towards my mother. Her GP deserves a special mention as he has been fantastic.
Visited June 2023
Review titled Charlton Hill Surgery
Replied on 04 August 2023
Thank you for your kind words which have been shared with the team. We aim to provide a service that we would like to receive if we were patients, and it's good to learn that this approach is welcomed by patients. Adrian, Practice Manager
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Review titled Staff go above and beyond
Rated 5 stars out of 5
by Natalie Fisher - Posted on 13 March 2023
We have had a poorly 5 year old daughter over the last few weeks. Each time the receptionists have been honest, efficient and thorough. We were triaged and then the duty calls and I found the system very easy but above all staff went out of their way to help us. We got seen when we were needed to be (after being triaged on the phone). I found the surgery is working so hard with so many thousands of people and they need credit for that. I am so grateful for the help we have been given when we have needed it.
Visited March 2023
Review titled Charlton Hill Surgery
Replied on 29 March 2023
Dear Natalie Thank you for your kind words and delightful card that your daughter made for us. We strive to give a service that we would like to receive ourselves given the resources available. We won't always get it right or be able to give the patient what they want, but we hope that in most cases patients are offered appropriate access to the appropriate clinician. And we understand how worrying and difficult it can to a parent if a child is ill because most of the team have all had 'little people' of their own to look after at some stage in their lives and been through the same parental concerns. Adrian Wise Practice Manager
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Review titled Excellent Service
Rated 5 stars out of 5
by Anonymous - Posted on 22 December 2022
All members of staff go the extra mile in assisting patients. In these difficult times it can be difficult to find appointments , but my experience has been that from the receptionists through to the nurses and doctors, the whole practice puts patient care first and facilitates obtaining an appointment and treating the patient.
Visited December 2022
Review titled Charlton Hill Surgery
Replied on 08 March 2023
Thank you for your kind feedback. We understand how difficult it can be for patients and we want to provide a service that we would expect to receive ourselves. That is that the patient is not fobbed off. We aim to offer an assessment of need (an appointment with the relevant healthcare professional), or signpost to an appropriate service (maybe local pharmacy, MSK clinician, minor injuries, etc), at first contact with the practice. We don't see this as going the extra mile, it's just what we try and do. Adrian, Practice Manager
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Review titled New patient to area
Rated 5 stars out of 5
by Anonymous - Posted on 11 October 2022
Thank you Charlton Hill. I was dreading finding a new doctors having moved to the area. From my first contact with the receptionists to my first appointment today you have been welcoming and professional.
Visited October 2022
Review titled Charlton Hill Surgery
Replied on 14 October 2022
Thank you for your kind feedback which has been shared with the team. We aim to provide the service that we would like to receive if we were patients, and this is one of the main considerations when we review how we work. Adrian, Practice Manager
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Review titled Helpful staff and a wonderful nurse
Rated 5 stars out of 5
by Anonymous - Posted on 05 September 2022
Huge thanks to the nursing and reception team for taking the time and trouble to ensure that our needle-phobic son's vaccination went smoothly.
Visited August 2022
Review titled Charlton Hill Surgery
Replied on 07 September 2022
Thank you for your feedback. We understand that at times patients can be worried or scared when accessing our services and we will strive to make them as at ease as possible even if this means rearranging clinics to make this possible. Adrian, Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Anonymous - Posted on 14 October 2022
Very helpful. Easy to get through to on the phone. Receptionists are friendly, understanding and empathic. Doctors are proactive.
Visited August 2022
Review titled Charlton Hill Surgery
Replied on 14 October 2022
Thank you for your feedback which will be shared with the team. We are delighted that your experience reflects the service we are trying to offer. Adrian, Practice Manager