Goldsworth Medical Practice (Woking) - Ratings and reviews
Reviews
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Review titled Excellent care
Rated 4 stars out of 5
by Mary B - Posted on 18 January 2024
I phoned to get an appointment due to pain in shoulder joints. Got an appointment on the day with a physician associate who was very professional, empathetic and thorough. I had blood tests carried out within days and received appointment with a rheumatologist within 3 weeks. Very impressed.
Visited January 2024
Goldsworth Medical Practice (Woking) has not yet replied.
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Review titled Shambles
Rated 1 star out of 5
by Anuj sikka - Posted on 04 January 2024
Impossible to get an appointment. When I asked for complaints procedure I was told to go the website has no clear complaints channel. I requested to see the practice manager and I was told he was busy and would call back ! Sadly still waiting.
Visited November 2023
Review titled Goldsworth Medical Practice (Woking)
Replied on 05 January 2024
Dear Mr Sikka, Thank you for providing this feedback, we always find this extremely useful in improving our services. We would like to apologise for the poor experience you received and that you wish to make a complaint. As we discussed in our call, you can find our complaints process in the 'Feedback and Complaints' section or if you go into 'Policies' and find the 'Suggestions, Comments and Complaints' policy. As this outlines, we aim to get back to you regarding your concern or complaint as quickly as possible and within 48 hours of submitting this. Having run through the website with you I can see that there are areas that can be amended to improve the user experience and I will forward these findings to Livi who run the support for the website. That you very much for taking my call this morning and I am happy that we managed to rectify your issue and gain some useful feedback from this. Kind regards, Richard Morgan-Jones Deputy Practice Manager
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Review titled Practice did not provide all NHS services
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2023
Asked for travel vaccines that should be available from all GPs for free via NHS but informed this practice was unable to provide those at all (apparently due to staff not realising this was a service they should provide). Effectively told to pay for private treatment to obtain these travel vaccines as this GP practice was unable to guide me to any other GP that could provide these services. The fact staff were not keeping up to date with NHS services they should offer and then could not effectively assist in how those services could be provided except by directing to a private pharmacy makes me distrustful of the level of NHS service they can provide. I have therefore transferred to a different practice now.
Visited September 2023
Goldsworth Medical Practice (Woking) has not yet replied.
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Review titled Very professional
Rated 5 stars out of 5
by Mary Anderson - Posted on 16 August 2023
Went in to make an appointment,was given one the very next day,staff at desk very helpful,would definitely recommend this practice to the surrounding community
Visited August 2023
Review titled Goldsworth Medical Practice (Woking)
Replied on 21 August 2023
Dear Ms Anderson, Thank you for leaving such a lovely feedback. I will share this the rest of the team as it is nice to hear that you feel we offer great service! Kind regards Shalini Barnard Practice Manager
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Review titled Professional
Rated 5 stars out of 5
by Mrs m Anderson - Posted on 30 June 2023
I found this practice to be very professional no problem making an appointment.and was seen within 15 minutes of my arrival on day of appointment,a lot better now than it was a few years back ,would definitely recommend it
Visited June 2023
Review titled Goldsworth Medical Practice (Woking)
Replied on 03 July 2023
Dear Patient, Thank you for leaving such a lovely feedback. I will share this the rest of the team as it is nice to hear that you feel we offer great service! Kind regards Shalini Barnard Practice Manager
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Review titled Very disappointing experience
Rated 1 star out of 5
by Paulina - Posted on 09 May 2023
We have been with thos practice for just over 2 years and it has been the worst by far. They never have any appointments available. Every time I tried to get a doctors appointment for my sick 3yo child I was refused due lack of availability. They send to a walk in centre instead. It feels like we have no surgery to go to as every time we need to see the doctor there is none available
Visited May 2023
Review titled Goldsworth Medical Practice (Woking)
Replied on 10 May 2023
Dear Pauline, Thank you very much for your feedback. I'm sorry you have been disappointed with the service we offer. If I had your child's full details I could look at our telephone system to audit how the call was ended and listen to the conversation you had or review the website request. If you could provide me with your details I will be able to give you a more personalised response. We regularly review our appointments system to ensure we are as accessible as possible to our patient population in a safe manner. We do not have infinite number of appointments, and therefore requests to see a doctor are triaged. We offer those with urgent needs appointments before those with more routine health complaints as you would probably expect. If we have no appointment at the surgery we will offer to book appointments which have been setup in the local vicinity where you will be able to be seen quicker and get the care needed. This enables us to balance the level of urgent and routine appointments and hence where we book these. Alternatively we will sign post you to NHS111 who are able to book appointments directly into our clinical system and if they felt that an appointment was required they could have booked him in also. We also introduced a form system on our website whereby you can message the practice, ask for an appointment, order medications, find advice and so on. Many patients use this system to avoid waiting in the telephone queue. All messages are reviewed by our triage team and the most appropriate response/ appointment is then offered. The waiting period is also decided as for the same day, next day or routine or as appropriate. We are here to serve our patients and be as accessible as possible and are offering more appointments now than we were pre-Covid. If you would like to contact me via the practice and give me more detail, I would be happy to investigate further. Kind regards Shalini Barnard Practice Manager
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Review titled Great surgery
Rated 5 stars out of 5
by Kathleen drew - Posted on 10 October 2023
I have been going here for many years, and I have never had a bad experience. Everyone from the reception team to the amazing prescription ladies I cannot fault them. Always friendly, professional and efficient. Just a great surgery overall.
Visited March 2023
Review titled Goldsworth Medical Practice (Woking)
Replied on 11 October 2023
Dear Ms Drew Thank you for leaving such a lovely feedback. I will share this the rest of the team as it is nice to hear that you feel we offer great service! Kind regards Shalini Barnard Practice Manager
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Review titled Where is your duty of care to patients?! Horrible practice
Rated 1 star out of 5
by Anonymous - Posted on 13 August 2022
My daughter, who has a severe diagnosed kidney condition and has been a patient here since birth, was not given an appointment because she is also registered with a GP surgery on her university campus. My whole family are registered at this practice and you would not give her an emergency appointment when she needed to see a doctor! Not even a telephone appointment. I am horrified at the lack of care given to a patient of 22 years!
Visited August 2022
Review titled Goldsworth Medical Practice (Woking)
Replied on 15 August 2022
Dear Patient, Unfortunately you have written on the review "Anonymous" and therefore I cannot contact you directly to resolve the issue you experienced or review the phone recordings to ascertain what was said by whom to fully address your concerns. As per the NHS guidelines which the Practice follows if a patient is away from home and needs to see a GP, they can contact any GP surgery nearby. They can receive emergency treatment from any GP surgery for up to 14 days. One can register as a temporary resident if in the area for longer than 24 hours but less than 3 months. From your feedback it is not clear when the call was made or what advice/signposting was provided. If there were no appointments left you would have been signposted to alternative services which do not require you to make an appointment or register as a patient. I will share your feedback with the Reception Managers to discuss directly with the Reception staff in the hope of collating enough facts to ascertain what occurred. Alternatively please feel free to contact the surgery and ask to speak directly to me and I will work to resolve the matter as quickly as possible. Kind regards, Shalini Barnard Practice Manager
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Review titled Two good experiences and one less so
Rated 4 stars out of 5
by R Abraham - Posted on 31 August 2022
I was advised (by text) that i was due a routine blood test and i booked this on-line and was prompted to a choose a convenient date. I did so, and was indeed offered one of my chosen dates. I received a reminder and attended the surgery and was seen on time with no delay whatsoever. So very good indeed. Subsequent to this i received another text to make an appointment with a Doctor because of a high Cholesterol result. I tried to do this on-line, but this time, the booking system advised that the surgery was closed even though it was actually open (5:40pm). So, i called the surgery and was advised by the telephone system that i was No6 in the queue. After 5 mins or so i was No5 in the queue and this progressed (by about 5:50pm) to No2 in the queue. But, it stayed that way until beyond 6:30 when the surgery had closed, but the system still advised me that i was No2 in the queue. So, given that i was on the phone for 50 minutes to no effect was clearly not so good. The following morning (8am) I telephoned the surgery again and was advised that i was No3 in he queue and within a couple minutes i spoke to a very pleasant receptionist who was very helpful and provided all of the information i needed including booking the appointment. On balance, my not so good experience the previous afternoon, was probably down to a systems problem. The fact that the on-line system said that the surgery was closed when it was still open, is something of a clue to this effect. I also know that the Practice Manager of this surgery is very conscientious and does take note of this feedback along with corrective action where possible (see her other replies). Overall therefore, i would still very much recommend this surgery.
Visited August 2022
Review titled Goldsworth Medical Practice (Woking)
Replied on 05 September 2022
Dear Mr Abraham, Thank you for taking the time to submit this review. I am pleased to hear the blood test appointment went well. As I was away from the surgery on leave during this incident I have discussed with the Reception managers the issues you experienced when attempting to book the GP appointment. I was informed the website forms were turned off due to staffing shortages on that particular day and turned on the following morning. We have checked the message template for the website which advised patients the website was closed. The wording has been updated to make it clearer that the surgery is still open for any bookings and queries but it is just the website forms that are turned off. We have reported the issue you experienced when waiting on the queue. Our phone system was changed in July 2022 and had been working well with a couple of issues at the beginning which is to be expected with any system. The company were able to resolve these issues in a timely manner and therefore it is our expectation this will be the case again. We will follow up on this today to ensure this does not occur again. Apologies for the inconvenience caused. Thank you for bringing these issues to our attention and I sincerely appreciate your patience with us as we work to resolve these. Kind regards Shalini Barnard Practice Manager
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Review titled Good experience
Rated 5 stars out of 5
by Anonymous - Posted on 05 July 2022
Booked a Blood test & BP check Goldsworth park. Pleasant reception staff and noted good interaction with other patients too. Nurse lovely & professional. Staff very helpful regarding a referral query after my appointment
Visited July 2022
Review titled Goldsworth Medical Practice (Woking)
Replied on 06 July 2022
Dear Patient, Thank you for leaving such a lovely feedback. I will share this the rest of the team as it is nice to hear that you feel we offer great service! Kind regards Shalini Barnard Practice Manager