Forest Hill Group Practice - Ratings and reviews
Reviews
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Review titled Confusing and unclear systems
Rated 2 stars out of 5
by Anonymous - Posted on 24 January 2024
There is no standard guidance on how to use their services beyond doing an e-consult which reaches capacity less than five minutes after it opens at 8am. Many administrative tasks are not completed which cause great distress and extra work on the patient's side. There are no guidelines on how to use the services which don't require seeing a doctor and the attitude of the reception staff is rude and unhelpful which actually puts me off trying to get any help for my conditions with them. The majority of the doctors and nurses there are great and it is a shame that the daily running structure is so unclear, confusing and as a result stressful and distressing.
Visited January 2024
Review titled Forest Hill Group Practice
Replied on 03 May 2024
Thank for your feedback. I would like to apologise on behalf of Forest Hill Road Group Practice for any distress that you may have experienced. I am sorry that you had difficulty in accessing econsult which has now changed to Accurx triage. It is opened at 8:00am on work days. When the number of online requests reaches capacity, the system closes automatically. Please try to open the system at 8:00am to submit your enquiry to avoid further disappointment. I am sorry to hear that you find our staff rude and unhelpful. We work tirelessly to ensure we meet the clinical needs of all our patients. Please feel free to contact the head receptionist if you encounter a problem like this again who can take your individual situation into account and try and accommodate your needs. Many thanks, FHRGP
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Review titled Service get worse every year
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
Been with this practice over 20 years and for the past15 years it just keeps getting worse and worse. Came out of a&e. Follow up to be by my doctor surgery . The doctor from this surgery who I spoke to on the phone seemed very incompetent. Not sure whether she read the information from the hospital as I had to remind her what was instructed by the hospital. The doctor needed to refer me for an 24 hour heart monitor. The doctor said she will do this. Three days later when I was feeling better went to get my blood test form, asked about the heart monitor referral. The receptionist printed off the details. I asked whether I just go to the hospital or should I receive a letter in the post. She did not know and went for advice, came back and said that's the hospital will contact me. One week later not heard from the hospital so contacted the hospital who said no appointment has been made and I had to wait another week for an appointment. This is the last straw I have no faith in this practice anymore. Do not use this surgery.
Visited January 2024
Review titled Forest Hill Group Practice
Replied on 03 May 2024
Thank you for taking the time to review our practice and services, I am sorry to hear that you had cause to rate our practice 1 star. We work tirelessly to ensure we meet the clinical needs of our patients. I would like to thank you for explaining your individual circumstances please feel free to contact the assistant practice manger who can look in to this further and take your individual situation into account. Many Thanks. FHRGP.
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Review titled E consult
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
Absolutely useless and pathetic this system by 2 minutes past 8am the e consult was closed and try again tomorrow! I was told to choose a certain subject and subject not on the list! This surgery has deteriorated drastically! Needs to be longer for the e consults not 2 minutes and then a doctor rings you and diagnosis you over the phone and then you have to weeks for an appointment and then you get a text message saying a doctor will ring you on a certain date and don’t! Absolutely useless practise and I’ve waited two hours on the phone!
Visited December 2023
Review titled Forest Hill Group Practice
Replied on 03 May 2024
Thank you for taking the time to rate our practice. We are sorry to hear that you had difficulty in accessing e consult which has now changed to Accurx triage, It is opened at 8:00am on work days. When the number of online requests reaches capacity, the system closes automatically. Please try to open the system at 8:00am to submit your enquiry to avoid further disappointment. Many Thanks. FHRGP
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Review titled Doctors are great, getting an appointment nearly impossible!
Rated 1 star out of 5
by Anonymous - Posted on 14 September 2023
When you call the practice for an appointment, a message tells you to use eConsult, which starts at 8.00 am. I tried 4 days running, between 8.15 am and 9.30 am each time told capacity had been reached! So.. phoned again. It generally takes 45 minutes to an hour to be answered and available appointments can be weeks away. Management of the practice is really poor.
Visited August 2023
Review titled Forest Hill Group Practice
Replied on 01 November 2023
Thank you for your feedback, Our econsult service is open everyday from 8am, we do advise all our patients to go to the econsult website from 8am as the system does shut when it reaches maximum capacity. Thanks, FHRGP
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Review titled Staff
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2023
The staff do everything to put you off getting an appointment. They are not helpful, they have an attitude as if you are getting on their nerves. The receptionist ask you questions as if they are trained doctors. When you call at 8am they take awhile to answer the phone, then they tell you that they don't have any appointment left for the day with the duty doctor, so they are going to refer you to the old Dulwich hospital. Then you make your way to hospital to be told they dont know why the surgery sent you there in the first place. I want to know why forest hill group practice tell patients to call at 8am to get an on the day appointment but they never have any appointments. The staff are not helpful at all, and a few of them are quite rude, they forget that we are sick people. I suffer from depression and everytime I have to phone the surgery I feel helpless
Visited August 2023
Review titled Forest Hill Group Practice
Replied on 01 November 2023
Sorry to hear that you are not happy with our services, thank you for taking the time the review our practice, I am sorry to hear that you had cause to rate our practice 1 star. We work tirelessly to ensure we meet the clinical needs of our patients. I would like to thank you for explaining and i will share this with the rest of the team. Thanks, FHRGP
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Review titled Impossible to get appointments
Rated 1 star out of 5
by Dr Julie Peakman - Posted on 12 July 2023
It is impossible to get to see a doctor at this clinic. The receptionist do everything possible to prevent you from seeing a doctor even when your prescription is running out, or you have had a head bleed. They seem to be wanting to do triage to see if it is urgent but they are not qualified to do this. Both the doctors and nurses are hardworking and kind, but as a clinic, it obviously has too many patients to cope with efficiently and effectively. I know the clinic gets paid per patient, but this is not fair if the patients are not getting the service they need. You only have to see the reviews to see how frustrated patients are, often unable to get even an econsul (all gone by 8.15 today). I have been a patient here for over 20 years and the clinic has become completely ineffective.
Visited July 2023
Review titled Forest Hill Group Practice
Replied on 03 May 2024
Thank you for taking the time to rate our practice. We are sorry to hear that you are not happy with our services, we will share you feedback with our team to bring about improvements. Our reception team is here to help and patients will be asked by a receptionist for brief details of their symptoms and reason for the appointment which will help the doctors prioritise any urgent calls. Reception is supported by a Duty Doctor or a Care Navigator in booking these appointments or in signposting these patients to the more appropriate services. Many Thanks. FHRGP
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Review titled Shambles
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2023
I needed to have a blood test and had it done by the nurse before. Called up for an appointment and was told need to do it through e consult as a doctor needs to approve it. Last time the nurse just requested it. Reception couldn't help with e consult as nothing available. Managed to do it the next day and then got a message to say someone will contact me within 48 hrs only to receive another message with a phone appointment between 8.30 and 10.30 the following week. I requested a full blood test including hormone levels and ovarian cancer test. Was told as i didn't have a period for over a year it's no use doing a hormone test and ovarian cancer test is not conclusive. Totally different from what I had been told before as one of the doctors told me about the test in the first place. Did the blood test only to get a text message to say your sugar levels are high and I might be pre-diabetic. I mentioned that I am constantly tired, but nobody is interested to do any further checks. It's frustrating...as it seems nobody cares.
Visited July 2023
Review titled Forest Hill Group Practice
Replied on 03 May 2024
Thank you for taking the time to review our services, we are sorry to hear that you are not happy. If you would like to discuss further please contact the assistant practice manager. Many Thanks. FHRGP
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Review titled Impossible to access care
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
I have been a patient at the practice for 10 years and every year it gets worse. I have a regular prescription and need to have a medication review to continue this, however the only way to do so is to submit an online consultation, yet I can not because the e-consult system is always switched off. I am now going to run out of my antidepressant medication and don’t know what to do. It’s awful.
Visited July 2023
Review titled Forest Hill Group Practice
Replied on 01 November 2023
Thank you for your feedback, I can confirm the econsult is open everyday from 8am, we suggest that patients go to the econsult website from 8am as the econsult can close for the day due to the capacity. Website link below. https://fhrgp.webgp.com/ But if you can leave your name i will be more than happy to look in to helping you get an appointment. Many thanks, Teisha FHRGP
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Review titled Rude Admin/Reception
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
The admin/reception staff at this surgery are rude, awkward & unhelpful. You are a doctors surgery & I feel you need reminding of this. We are patients. I fully understand you are busy. If you spent as much time helping patients and being helpful & polite you may not need a over bearing sign saying “We will not tolerate abuse to our staff”. Whenever I see these signs placed in prominent positions it normally means “Our staff are so awkward & provocative we encourage the abuse we get”. I do not abuse or even raise my voice to staff personally, however I do understand patients frustrations at reception. A skilled receptionist can diffuse a situation quickly. Yours however are skilled at escalating it. Please remove these signs they would never stop a confrontation. Maybe the staff who feel the need to place these signs should take a long hard look at their attitude to patients. The hardest thing in any staff member to change is their attitude. Over 30yrs I have been a patient here. This is the first time I have felt the need to write a review.
Visited May 2023
Review titled Forest Hill Group Practice
Replied on 30 April 2024
Thank you for taking the time to give us feedback. We are sorry to hear that you are not happy with our services. We have a customer service training course coming up for our admin staff. If you would like to discuss your individual circumstances do contact us. Many Thanks. FHRGP
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Review titled My leg is much improved
Rated 4 stars out of 5
by Dahlia Walker - Posted on 28 June 2023
I want to thank the nurses for their excellent care. It has been a long slog (three years +) but no-one gave up on me and my leg has healed nicely. My mobility is much better so once again, thank you.
Visited May 2023
Review titled Forest Hill Group Practice
Replied on 13 July 2023
Thank you so much for your review and ratings, we really appreciate you taking the time to rate our practice. We are pleased that you are happy with the care you have received over the years. Many thanks, FHRGP