Rowan Tree Practice - Ratings and reviews
Reviews
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Review titled Poor record getting worse
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
In 2022 the practice identified their phone system as 'an area of improvement'. Since then it got much worse (see other reviews and social media). Rowan Tree is probably the only GP practice in the civilised world that doesn't have online facilities for booking appointments, receiving test results, etc. This could free so much time, for admin staff as well as patients. Reception staff is still in serious need of training.
Visited January 2024
Rowan Tree Practice has not yet replied.
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Review titled Ridiculous hold time
Rated 2 stars out of 5
by Anonymous - Posted on 15 January 2024
Need to rebook an appointment which required 2 hours on hold to book in the first place. Can cancel the appointment online but not rebook. Started call at No.20 in queue, within an hour it went down to No.4. Spent over an hour at No.4 and then another at No.3 (assuming they left me on call whilst they went on lunch). 3 hours in, got to No.1 only to receive an automated voice telling me they're unable to take my call and then they hung up on me. After a few frustrated tears I tried again, being told there are more than 30 people in the queue and "my call matters" (why did you boot me off the first time then?!). Should not be this hard to book or rebook an appointment and I'm genuinely out of 'fight' to try again and spend another 3 hours on hold, and don't have the time or means to go in person to rebook before the actual appointment.
Visited January 2024
Review titled Rowan Tree Practice
Replied on 24 January 2024
Thanks for taking the time to provide feedback, even if it's not reflective of the service we aspire to provide. We also strongly encourage patient's not to leave reviews anonymously, so we can offer remedial action or inviestigate specific issues. Firstly allow me to apologise, the new phone system was implemented in February 2023 and we've had lots of positive feedback about the call back functionality, I can categorically state your experience in not reflective of how the system is intended to work. We are regularly reviewing the systems and ways we work at the practice to make sure we're trying to manage demand as safely as we can at a time when the NHS system and GP surgeries nationwide are struggling with demand outpacing capacity. With any luck you're aware of the merging of practices in the Weybridge Health Centre, with the intent of consolidating best practices, expanding services and improving resilieince. We're committed and passionate about providing a safe and satisfactory service under very challenging circumstances. Your ongoing patience is appreciated and we hope if you need to use our services again, your experience will be smoother. Kind regards, Kyle Barrett
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Review titled Dreadful service and has become worse
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2023
I have been with the practise for 10 years and I note that it has gotten so much worse to deal with. I have regular medication which requires blood tests. I got one done through work as I am back in the office in London full time time. There is no email available to send things to. I did a prescription request which is supposed to be 48 hours, was told that they aim to get with in 48 hours but do not make this a max time. Tired calling repeatedly which is a farce, always number 20 something in a queue. I used the call back- 3 hours later. Was told I need a gp to discuss my medication- next appointment was 24th May (that was on 24th April). Informed them on Monday (after finally getting through) that my medication ran out Wednesday- they said that they would hurry the prescription through as it is thyroxine. Said it would be ready for Wednesday- popped in to the pharmacy on Thursday- not there. Went to the practise to be met with some quite terse response that it is in the doctors queue to be reviewed and will be done some point today and then that I don’t have priority as they have 11000 patients. I thought it best to walk away saying nothing.
Visited April 2023
Rowan Tree Practice has not yet replied.
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Review titled Simply dreadful
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2023
Been with the surgery for 5 years. Never seen a GP. On hold to the receptionists for between 1-2 hours. Cannot get appointments to see anyone, even when the patient is an unwell child and considered clinically vulnerable. Been asked via a letter from the surgery to make a phone appointment for my child, can only get one in the middle of the school day, in about 6 weeks time which is not practical. This dreadful level of service is unacceptable.
Visited February 2023
Review titled Rowan Tree Practice
Replied on 15 February 2023
Dear Patient I am sorry for the issues you have faced accessing the practice. We are under considerable pressure at the moment. Please can you contact me directly via. https://www.rowantreepractice.org.uk/SecureForm?FID=f7990146-c628-4f78-8c33-54b52b1c9ccc&FT=0&GP=67eb3a83-c72d-4ad4-9df1-d3e4d48d6e18 I will then be able to look in to this for you. Many thanks Caroline Oldham
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Review titled Almost impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2023
Last month I had considerable difficulty getting an appointment of any sort with this practice. This month it is even worse. This morning the earliest you can book a telephone consultation is 28 days ahead and it is impossible to book a face to face consultation online. I understand it is possible to arrange a callback with the duty doctor by calling reception. I tried this last month on several occasions. On two Mondays I was on hold for over two hours on each occasion before I could speak to a receptionist and I had to pay for the call. On another day of the week I was hanging on for over an hour. I'm sorry but I find this absolutely unacceptable in a civilised country. I realise the NHS is underfunded and struggling but surely it should be possible to provide a better service than this. Why can't an online callback form be introduced to at least stop patients from having to spend hours waiting on the line at their expense? This used to be a top-class practice and I am sad it has deteriorated so much.
Visited January 2023
Review titled Rowan Tree Practice
Replied on 15 February 2023
Dear Patient Thank you for your feedback. I am sorry for the issues contacting the practice. Our service is under significant pressure at the moment. We are in the process of upgrading our phone system this should be in place by the end of this month. This will offer enhanced features to help mange the waiting times with a call back function. If you would like to discuss this further please contact me via https://www.rowantreepractice.org.uk/SecureForm?FID=f7990146-c628-4f78-8c33-54b52b1c9ccc&FT=0&GP=67eb3a83-c72d-4ad4-9df1-d3e4d48d6e18 Kind regards Caroline Oldham
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Review titled Clinical Excellence
Rated 5 stars out of 5
by 'David' - Posted on 21 April 2023
I have received excellent medical advice and guidance from my GP at Rowan Tree Practice. This has been over a number of years but more recently regarding my diagnosis with Prostate Cancer. The quality of medical interactions and advice given has allowed me to see past the appointment booking wait times.
Visited December 2022
Review titled Rowan Tree Practice
Replied on 27 April 2023
Thank you for you supportive and kind review. We will pass your feedback on to the whole team. Kind Regards Rowan Tree Management Team
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Review titled Problem phoning Rowan Tree Practice
Rated 3 stars out of 5
by richard j williams - Posted on 13 January 2023
On 15th Dec I asked for a telephone call from a gp. I understand the problems there are with primary healthcare and Rowan Tree practice phone system in particular. I waited for the call and unfortunately I did not take the call because when I took my mobile out of my pocket I terminated the call by mistake. The practice has both mobile and landline numbers for me, but I did not get any call back. I phoned the practice and was told that I would not get a call that day. This seemed unreasonable, since I was ill. The telephone operator suggested that I use livi or try 111. livi had no more appointments that day, so I phoned 111. They tried to find an appointment at a walk in centre but were unsuccessful, so they sent me to A&E at St Peters. A&E were excellent. They did a chest XRay and diagnosed a chest infection gave me anti biotics and I went home. My issue is that a call back from the GP would surely have avoided a colossal waste of NHS time.
Visited December 2022
Rowan Tree Practice has not yet replied.
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Review titled Not great trying to phone Rowan Tree Practice
Rated 2 stars out of 5
by Anonymous - Posted on 26 November 2022
The telephone system used by Rowan Tree Practice (Rtp) is obviously not fit for purpose. I phoned Rtp this Friday and was waiting in the call queue for 30 mins only to be cut off once I got to number 1 in the queue. There are several similar posts about this issue dating back to May 2021 and yet it has obviously not been addressed over 18 months later. It will be interesting to see whether there is a reply to this post as I notice that Rtp tend to only reply to positive posts.
Visited November 2022
Review titled Rowan Tree Practice
Replied on 01 December 2022
Dear patient, Thank you for your feedback. We have received a lot comments regarding our phone system, and understand it presents limitations to our patients, and causes frustration. It must be stressed that the service, and primary care is stretched beyond it's limit currently, and we are trying our best to provide the best care for our patients. The wait on our phones is a symptom of this increased demand, so your patience and ongoing understanding is appreciated. Our ICB has recently provided funding for a new cloud-based phone system, which offers some enhanced features which we hope will improve the experience for patients trying to reach us. This should be rolled out in in early 2023 the delay in the roll out has be delayed due to procurement and planning to help minimise the impact on our patients during the switchover. We understand the importance and necessity of being able to post anonymously but it doesn't allow us to look in to and raise the individual case with our phone supplier. If you would like us to look into this incident further with our supplier, please contact us via https://www.rowantreepractice.org.uk/SecureForm?FID=f7990146-c628-4f78-8c33-54b52b1c9ccc&FT=0&GP=67eb3a83-c72d-4ad4-9df1-d3e4d48d6e18 Kind regards Rowan Tree Practice
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Review titled Telephone appointment calls are not working
Rated 2 stars out of 5
by Chris Miller - Posted on 10 November 2022
I have requested numerous phone call appointments and I am unable to pick up the call as it says no caller id on my phone, and it doesn't ring and if press the answer button nothing happens. So, I then miss that appointment and have to book another telephone call because there are no appointments available at the practice. This has been going on since the 25th of October. I have changed the contact number to my work mobile to see if that works and still no joy . Every time this happens, I have to wait for two weeks for the next available slot . Please can I get an appointment to see a doctor at the practice . kind regards Chris Miller
Visited October 2022
Review titled Rowan Tree Practice
Replied on 15 February 2023
We have made contact with the patient directly to discuss and help to rectify this issue. Rowan Tree management team.
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Review titled Never seen a G P at this surgery
Rated 2 stars out of 5
by Anonymous - Posted on 22 June 2022
Been with this surgery since before lock down have never seen a G.P? Only have been in surgery once could.only see a nurse? Had 3 phone appointments? I am inremission with bladder cancer and have CHD am 74 forget what it's like to have a G.P! Must find a proper Surgery!
Visited June 2022
Rowan Tree Practice has not yet replied.