Fort House Surgery - Ratings and reviews
Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 July 2023
My husband and I are fairly new patients and have been astounded at the fantastic level of care. All the staff we have come in contact with have been extremely efficient, caring and friendly. Thank you Fort House!
Visited July 2023
Review titled Fort House Surgery
Replied on 18 July 2023
Thank you for your lovely comments. We do try our very best and it is always good to hear we are getting things right. Kind Regards Julia Vye (Deputy Practice Manager)
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Review titled Low efficiency
Rated 1 star out of 5
by Anonymous - Posted on 24 July 2023
I was diagnosed diabetes in pregnancy. Doctors and Midwife in St Peter Hospital issued a letter and advised me to hand it over to GP, to prescibe the relevant meter test strips and lancets until the end of the pregnancy. I did leave this letter at the reception of GP on Tuesday 18th and was told I could collect medical supplies in pharmacies several days later. At the same day, I told the receptionist that I must collect them by end of this week as I will be running short of test strips. Despite several attempts, I was told by pharmacy they couldn’t find my prescription. I must have these things to monitor my health. On 24th Morning, I had to phone reception to explain my urgent situation but told me to fill a form online to request again? Or book an appointment. I found it very ridiculous. Firstly, my situation is urgent. Second, I did have come to GP in time, why I need to request again? Where is my letter now? The receptionist stopped our conversation. Please investigate.
Visited July 2023
Review titled Fort House Surgery
Replied on 25 July 2023
Thank you for submitting a review Unfortunately we are not able to investigate further as you have requested, as you have posted this anonymously. Please contact the surgery with your details so we can look in to the issue Kind regards Harriet Reid (Practice Manager)
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Review titled Used to be brilliant - now awful
Rated 2 stars out of 5
by Anonymous - Posted on 10 May 2023
Moved premises and have taken on so many patients they don’t appear to be able to cope. Asked for a GP appointment/call for an urgent chronic condition - given an appointment for 3 weeks time! When questioned offered a GP appointment at St Peter’s (lucky I can drive). GP there very thorough and deemed it urgent and got me accepted at Same Day Emergency Care. Who is making these terrible triage decisions?
Visited May 2023
Review titled Fort House Surgery
Replied on 10 May 2023
Could I ask that you contact the practice directly so we can investigate this as we only offer appointments that far in advance due to patient choice (if you request a particular GP who is on holiday). No patient is given an appointment so far in advance for any other reason We have a GP making all clinical triaging decisions based on the information that is provided by the patient. Please contact the practice so I can look in to this as a matter of urgency Kind regards Harriet Reid Managing Partner
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Review titled Positive feedback
Rated 5 stars out of 5
by Cathy - Posted on 02 June 2023
We’re all quick to complain but my experience with Fort house has always been positive. The “new” premises are so much better - and I can’t fault the response to my recent problems. Thank you.
Visited May 2023
Review titled Fort House Surgery
Replied on 06 June 2023
Thank you Cathy. It is always lovely to get good feedback. We waitied a long time to move into our new premises and we too are very pleased with it. Kind regards Julia Vye Deputy Practice Manager.
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Review titled Best blood test Ever
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2022
The Phlebotomist is *Amazing*! I have had so many bad experiences in the past with needles and samples, but she is so skilled I barely noticed a thing. The appointment was early, all the staff were pleasant. Dare I say I wouldn't mind having another test if needed!
Visited November 2022
Review titled Fort House Surgery
Replied on 30 November 2022
This is so lovely to hear. It is always a pleasure to hear that we are doing well. I will pass your kind comments onto the staff. Thank you The Fort House Team
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Review titled Absolutely appalling
Rated 1 star out of 5
by Melissa smith - Posted on 06 September 2022
Have been with this surgery for well over 10 years….they know I have severe mental health issues…. I put in a prescription request for my meds which I have been getting every month… I have been out of my meds over the weekend and feel my mental health severely decline… today they said my address flagged up as Woking… I have never lived in Woking or anywhere but Walton. They asked me to go in with a lease or utility bill but they wouldn’t accept a driver license!!!! I went in with a council tax bill and they told me it was too old and it needs to be within the last 3 months…. I have nothing in the last 3 months….in the end I had to phone nhs 111 and they were just as useless….telling me I had to phone Surrey mental health team….went to my pharmacy and got a repeat prescription there
Visited September 2022
Review titled Fort House Surgery
Replied on 22 September 2022
Dear Ms Smith I believe that you came to the practice this morning and we dealt with your query to your satisfaction. We explained that occasionally different addresses get flagged as belonging to a patient and we just needed confirmation from you as to your current address. At no point was your address changed. Please see our complaints procedure on our website or feel free to contact me directly at the surgery if I can help further with either this query, or for any point you wish to raise in the future. Many thanks. Harriet (Managing Partner)
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Review titled Awesome service
Rated 5 stars out of 5
by Yvonne Orrell - Posted on 06 October 2022
Registered as a temporary patient received a call from the nurse triaged GP rang me straight away organised a prescription,& an x-ray and a ultrasound following my injury
Visited August 2022
Review titled Fort House Surgery
Replied on 06 October 2022
Thank you so much for your kind review, we are under a huge amount of pressure at the moment due to very high patient demand, so it is always lovely to hear we are getting it right. Thank you again The Fort House Team.
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Review titled Fort-House is in a rapid decline of quality service!!!
Rated 1 star out of 5
by Anonymous - Posted on 09 June 2022
I have witnessed over the past 2 years how Fort-House quality has gone down, seeing patients being pushed away more and more. There are just more bureaucratic processes in place every time I visit. Today, I phoned and spoke to someone regarding my complete blood tests result. This is a complex set of numbers, such as cholesterol levels etc. The result that was given to me was: "all normal, no action required". Of course, I'm interested in my exact cholesterol levels and various other results (thyroid & kidney function etc etc etc). Seeing that the person on the lines simply tried to get me to hang up, I requested my results so that I can interpret it myself. Even such simple request was not approved and I was pointed to their website to formally request this via some cumbersome process. Further more ... I was told that such request can't be made today, since they are already over capacity to send out reports. How competent is a surgery, when they can't even click "email to patient" while discussing your records with you over the phone? My wife requested similar results a short while back, whilst speaking to the doctor and he responded immediately to her request with an automated email sent out. It really is shocking how you either (1) can't speak to a human at the surgery anymore or (2) ALWAYS get referred back to their website for any requests that you have. EVERYTHING has to go through tedious online form submissions to make even the most basic request. Also, my son (7yrs old) had tonsillitis a short while back. I called on a Thursday to ask to be seen and the earliest they had availability to see him, was the following week Tuesday!!! How is that possible!???? Yet! ... They have recently decided to take even more patients on, whilst they already can't cope with their regular patients. This is utterly appalling service from Fort House and their excuse of COVID being the reason is long not acceptable anymore.
Visited June 2022
Review titled Fort House Surgery
Replied on 14 June 2022
Dear Patient We are sorry that you have felt it necessary to put this review on our page without giving us the opportunity to speak to you about your experiences. Therefore can I please ask you as a matter of urgency to contact the practice directly and speak to me so I can look in to the details you have provided above. Of particular concern is your statement regarding the lack of medical advice for 6 days - we would never leave a patient for this amount of time without contacting them under any circumstances. Please be assured that we never use the 'excuse of COVID' for not providing a professional standard of care both administratively and clinically. I look forward to hearing from you Harriet Reid - Managing Partner
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Review titled information not synchronised
Rated 1 star out of 5
by RongLing Wang - Posted on 27 May 2022
I was advised by my GP to go to Ashford hospital for an ECG between 11 and 12, and the information on the ECG request form she printed for me shows that “The walk-in ECG service is available Monday to Friday 11am until 12 noon at Ashford hospital ONLY.” However, when I arrived the hospital today I was told that I do need an appointment as they have stopped running the walk-in service since the Covid19 started. I do not quite understand why the information has not been synchronised since the Covid19 started. As a result, my journey and time were wasted, I was very frustrated.
Visited May 2022
Review titled Fort House Surgery
Replied on 01 June 2022
We are sorry to hear this and would like to investigate further. Can you please email forthousesurgery@nhs.net with your full name and address and we will look into this matter for you and get back to you privately. Kind Regards Fort House Surgery