Faccini House Surgery - Ratings and reviews
Reviews
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Review titled Too many harsh reviews for a busy surgery
Rated 5 stars out of 5
by Anonymous - Posted on 22 March 2024
Although the surgery could improve. That’s probably due to gov funding, the team here work hard, are direct and concise and do what’s needed. I’ve had some great interactions with the reception team and doctors and have valued them as a local surgery. More recently I had a telephone call with the dr, a diagnosis was given and the appropriate course of action was delivered. Thanks for all your hard work.
Visited February 2024
Review titled Faccini House Surgery
Replied on 03 April 2024
Thank you for taking the time and effort to post your comment on this site. We welcome the views and opinions of our patients and would welcome your application to our Patient Participation Group. The Patient Participation Group meet with us to present our patients’ perspective of our service and we work together to introduce new services or improve our existing ones. Our PPG have been instrumental in introducing and promoting the Wellbeing service and online access to the surgery. Online access allows patients to book appointments or order repeat prescriptions at any time of the day, even when the surgery is closed. The wellbeing service is available to help our patients with support and advice and links to community resources that can help. Our PPG also review our health campaigns and support our DNA policy helping to ensure that appointments are not wasted. Thank you for your review of our services and again we would like to extend an invitation for you consider joining our PPG, an application form can be obtained from reception or on-line on our website.
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Review titled Disgusting and unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 01 January 2024
I have been on the phone with them waiting to make an appointment for over 2 hours now, tried to follow the stupid triage thing they said to do their certification ran out 9 days ago so can’t actually book anything online. It won’t even let you on the page! The whole time I’m on the phone it says there is one person ahead of me for 2 hours! It’s absolutely ridiculous! I’ve seen the receptionist just sitting there so many times not doing anything whilst phones were ringing! It’s unprofessional and lazy people are calling about their sick kids, elderly people are calling because they don’t know how to use the app! I’ve been going to this doctors house since I was a child. Faccini needs to do better because right now they are just useless.
Visited January 2024
Review titled Faccini House Surgery
Replied on 03 April 2024
Thank you for your comment and we are sorry to hear of your experience. Noting the date of your comment, January 1st is a bank holiday and the surgery would be closed. We are not open on bank holidays. You would still be able to book appointments and order prescriptions using the GP App, which is available 24 hours a day, 7 days a week or when the surgery is closed you are also able to call the NHS 111 service by dialling 111. We would encourage using our online services as they are available even when the practice is closed, allowing patients to manage appointments and order prescriptions at any time. We also encourage the forming of care networks so that those who are unable to use technology do have carers around them that are able to support them. If they have no network then our social prescribing service can introduce them to support organisations that can help.
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Review titled Oline GP surgery !!! Beware
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2023
GPs Wasting tax payers money. Telephone consultation prior to actually getting a face to face appointment. Hospital referrals...Hospital has now referred back to GP urgently based on a ultra sound appointment, and faccni house wants to to fill in a online triarge form. This system is floored and it will cost lives
Visited December 2023
Review titled Faccini House Surgery
Replied on 03 April 2024
Thank you for your comment and we are sorry to hear that you were dissatisifed with your experience. Unfortunately, there are no details for us to be able to contact you and we would advise that you make contact with the surgery so that we can assist you. The practice has several channels for our patients to let us know of any issues that they may have. Comments and feedback can be given at reception, we hold regular patient surveys and we follow the NHS complaints procedure. All of these channels are confidential and allow us the opportunity to investigate and respond directly to any issues. We are unable to comment on your specific experience as we have no details so please submit a triage request, or contact reception if you are unable, to make an appointment with the manager so we can discuss your issue in detail.
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 14 July 2023
Never can get a face to face appointment,even though by government law they should be seeing patients face to face,when you get a call appointment told running behind so can only deal with one thing, even though you booked the appointment 3 weeks earlier, and the receptionist are rude
Visited July 2023
Review titled Faccini House Surgery
Replied on 30 August 2023
Thank you for your comment, unfortunately you have not left any details for us to contact you directly and so would advise that you make contact with the surgery so that we can assist you with any issues that you may have. We advise patients to use our online services to book and manage their appointments as this offers the greatest flexibility for them. We would advise using the NHS GP App as this allows patients to select all the available appointments at the practice both Face/Face and telephone with our doctors, nurses, pharmacists, physiotherapists and other healthcare professionals. We also have a digital triage service which allows the patient to put their request in online without having to wait on the phone. Digital triage can be accessed through our website and is available to our patients even when the practice is closed. Requests are processed within 48 hours. For those patients that are not able to use our online services we recommend having friends and family to try and help provide access to this service as it has many benefits and also creates a personal care network around those unable to use technology. If they do not have a care network then we can support by using our social prescriber service to help introduce organisations that may be able to help. The reception team encourage patients to use our online services, but if unable they can submit the digital triage request on the patient’s behalf, this may take some time and they may need to call back if the reception area is busy. All our appointments are available online and we would encourage you to use the GP App or digital triage as they are available when the surgery is closed and you do not need to wait on the phone. The practice has several channels for our patients to let us know of any issues that they may have. Comments and feedback can be given at reception, we hold regular patient surveys and we follow the NHS complaints procedure. All of these channels are confidential and allow us the opportunity to investigate and respond directly to any issues.
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2023
Tried calling to book a appointment to see a doctor only to be told you can no longer book appointment over the phone was told to go online to something called 'triage' i did not understand so called back and was refused when i asked to book a appointment over the phone and again told to do it online. This is disgusting you should be able to book a appointment by calling instead of being told you no longer can, now because of this i can not get my medical problem looked at and am just going to have to suffer and hope it don't get worse
Visited June 2023
Review titled Faccini House Surgery
Replied on 27 June 2023
Thank you for your comment, unfortunately you have not left enough details for us to contact you directly and so would advise that you make contact with the surgery so that we can assist you with any issues that you may have. We advise our patients to use our online services to book and manage their appointments as this offers the greatest flexibility for them. Taking feedback from our patients and surveys we noted that many stated they had difficulty waiting on the phones lines to the practice. Since January 2023, we have introduced digital triage, this allows the patient to put their request in online without having to wait on the phone. Digital triage can be accessed through our website and is available to our patients even when the practice is closed. Requests are processed within 48 hours. For those patients that are not able to use our online services we recommend having friends and family to try and help provide access to this service as it has many benefits and also creates a personal care network around those unable to use technology. If they do not have a care network then we can support by using our social prescriber service to help introduce organisations that may be able to help. The reception team will encourage patients to use our online services, but if unable they can submit the digital triage request on the patient’s behalf, this may take some time and they may need to call back if the reception area is busy. Please try our digital triage, or if unable please contact the reception and let them know so they can submit the request on your behalf. All our appointments are available online and we would encourage you to use the GP App or digital triage as they are available when the surgery is closed and you do not need to wait on the phone. The practice has several channels for our patients to let us know of any issues that they may have. Comments and feedback can be given at reception, we hold regular patient surveys and we follow the NHS complaints procedure. All of these channels are confidential and allow us the opportunity to investigate and respond directly to any issues. We also have a Patient Participation Group who meet to present the patients perspective of our service. We would welcome your application to this forum. An application form can be obtained from reception or on-line on our website.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 11 October 2022
I had to wait 3 weeks for an appointment, which obviously was a phone appointment, on the day of the appointment after waiting c.20mins beyond my allotted time I rang the surgery and the receptionist was apologetic and didn't understand why I had not been called, she said the Doctor has even started her surgery yet - absolute joke - I am not waiting another 3 weeks.
Visited October 2022
Review titled Faccini House Surgery
Replied on 19 October 2022
Thank you for your comment, unfortunately you have not left enough details for us to contact you directly and so would advise that you make contact with the surgery so that we can assist you with any issues that you may have. I am sorry to hear that you had a late call for your appointment. You might not be aware that our clinicians may have several duties before, between and after their clinics and some of these may take a little longer than scheduled. Some of these activities are for PCN Meetings, multi-disciplinary reviews, social service encounters, reviewing home visit encounters or palliative care patients. I’m sorry that on this occasion your appointment was late but thank you for your understanding. We also advise our patients to use our online services to book and manage their appointments. The practice has several appointment types; routine appointments that can be booked upto 4 weeks in advance, 10% of our appointments are book on the day, these are allocated on a first come, first served basis. For emergencies we have an emergency clinician available and for support/advice when the surgery is closed we have the Out of Hours service. If patients wish to see a specific clinician for a routine appointment or have an appointment for a specific time of day there can be a delay as these appointments may already be taken. For the quickest appointment, please opt to see the first available clinician; for long term illnesses you can see our specialist nurses. The practice has several channels for our patients to let us know of any issues that they may have. Comments and feedback can be given at reception, we hold regular patient surveys and we follow the NHS complaints procedure. All of these channels are confidential and allow us the opportunity to investigate and respond directly to any issues. We also have a Patient Participation Group who meet to present the patients perspective of our service. We would welcome your application to this forum. An application form can be obtained from reception or on-line on our website.
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Review titled Shocking Service
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
Having read the reviews how is it possible that this surgery is still operating. You can never get a face to face meeting upon request and then when the GP does call you, you get told "you better make a face to face appoint" What a joke.... have just tried to call pharmancy today and I get a message saying that we will be with you shortly. 20 seconds later message says "we are busy at the moment please call back" and then just cuts you off. If a business treated its clients this this, it wouldnt be in business for long. NHS hospitals/carers etc have have been fantasic during Covid times but surgeries like Faccini Huse is why the NHS gets a bad name.
Visited July 2022
Review titled Faccini House Surgery
Replied on 19 October 2022
Thank you for your comment, unfortunately you have not left enough details for us to contact you directly and so would advise that you make contact with the surgery so that we can assist you with any issues that you have. We use telephone consultations for our patients and if needed invite them into the surgery for a face / face appointment. For all appointments that require treatment we bring our patients in for face/face consultations. Thank you for confirming that you have been called for a face/face appointment and have allowed us to keep the practice as a safe haven for some of our most vulnerable patients to visit. With regard to your comment on the pharmacy, they are not a part of the GP Surgery. Though they are in the same building, they are a separate organisation and I would advise that you contact them directly regarding your experience. The practice has several channels for our patients to let us know of any issues that they may have. Comments and feedback can be given at reception, we hold regular patient surveys and we follow the NHS complaints procedure. All of these channels are confidential and allow us the opportunity to investigate and respond directly to any issues. We also have a Patient Participation Group who meet to present the patients perspective of our service. We would welcome your application to this forum. An application form can be obtained from reception or on-line on our website.