Robert Frew Medical Centre - Ratings and reviews
Reviews
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Review titled Could not get through
Rated 3 stars out of 5
by Anonymous - Posted on 29 December 2023
I have been trying to get on line but it wont log me in, it is difficult to call when your working full time and also a carer. I have in the past been on hold for 30/40 mins trying to get an appointment, I have stood in line at the surgery from 7.30am before, which I've been told we can no longer do. How can I make an appointment please?
Visited December 2023
Review titled Robert Frew Medical Centre
Replied on 08 January 2024
Dear Patient, Thank you for your feedback regarding recent issues you had whilst trying to book an appointment, on behalf of the practice, please accept my apologies. If you are having problems with your online access, please contact myself or our deputy practice manager and we will be happy to assist you with this. My direct line is 01268 577974 and Sue Chesson can be contacted 01268 577973. I appreciate the call wait time in the mornings can be long, we do have an automated system in place which requires no queuing. You are able to book, check or cancel appointments with this facility. We are currently in the process of upgrading our telephone system and we are confident this will help resolve these issues. You are able to attend the surgery in person to book an appointment but we would prefer you to stay in the warmth and comfort of your own home and use the alternative ways, ie. online appointment booking ,the automated telephone system or by speaking to a member of staff. Once again, please accept my apologies for your recent negative experience and I hope this gives you some reassurance, but please feel free to contact myself or Sue if you remain concerned. Kindest Regards Allison Boor Practice Manager
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Review titled Telephone system
Rated 2 stars out of 5
by L Smith - Posted on 18 December 2023
The telephone system is not fit for use. I had been trying rom 8 am to get through, first on the automated system, when it eventuality connected me I was 7 in the queue, it took me down to number one in the queue and cut me off. I then went to talk to receptionist, where I was 14 in the queue, this eventually got down to 6 in the queue after 15 minuets on hold, to again cut me off. I wanted to make a non urgent appointment and went into the surgery, to be told you have none and I have to ring in. Hence me trying to ring in this morning. How can we make appointments when we cannot do it in person and the phone system is useless
Visited December 2023
Review titled Robert Frew Medical Centre
Replied on 18 December 2023
Good afternoon, Thank you for your feedback regarding the issues you have encountered with trying to book an appointment. Please accept my apologies on behalf of the practices for the difficulties you have had. I agree, there have been issues with our telephone system and I am happy to inform you that the whole system is being upgraded in the new year. Could I suggest that you register for online access as you are able to book on the day appointments and future appointments which would prevent you having to call the surgery or indeed come down in person. We aim to enable all patients to have access to booking appointments in a way that is easy and convenient for them and we do appreciate feedback in this regard. If you would like to discuss this further, please feel free to contact myself on 01268 577974 or our deputy practice manager, Sue Chesson on 01268 577973. Kind regards Allison Boor Practice Manager
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Review titled Covid and Flu vaccination
Rated 4 stars out of 5
by Marilyn Hunt - Posted on 08 October 2023
This was organised extremely well, I couldn't believe I went straight in had jabs and was out in less than 5 minutes , even better I have no sore arms this morning.
Visited October 2023
Review titled Robert Frew Medical Centre
Replied on 12 October 2023
Good afternoon Marilyn, Thank you so much for taking the time to leave such positive feedback. Our Flu / Covid clinics have been very busy this year but have ran smoothly with our great team of nurses. Thanks again. Kind regards Allison Boor Practice Manager
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Review titled Really great experience
Rated 5 stars out of 5
by Anonymous - Posted on 25 October 2023
I just wanted to report on a really good experience I had at the Robert Frew this week. I managed to book an on the day appointment, saw the doctor who was very thorough, had a prescription sent to the chemist and started my treatment. I even come out and managed to book a nurse appointment with very friendly reception staff. There seems to be a lot of bad press but I cannot fault them! Well done Robert Frew!
Visited October 2023
Review titled Robert Frew Medical Centre
Replied on 26 October 2023
Dear Patient, I would like to thank you on behalf of the practice for taking the time to leave such positive feedback regarding a recent appointment. It is always good to hear favourable comments regarding the care given. I will of course share your kind words with the Partners and staff. Kindest regards Allison Boor Practice Manager
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Review titled 6 weeks is up.
Rated 3 stars out of 5
by Matthew Foggo - Posted on 22 September 2023
I have been waiting for my medical records/report to be sent to my work occupational health department since 11th of August. When this was submitted I was told the doctors have 6 weeks to reply with the information. That is now up and still no sign of the required information being sent. I understand you are busy but a six week deadline for a letter is more than achievable. This letter will allow me to return to work to full duties as I work in a high risk industry. You have all my records, test results and consultants letters surely this should of been done by now. I have been popping on to the surgery every week chasing and ensured it will be done in the 6 weeks but still nothing, please can someone chase this up.
Visited September 2023
Review titled Robert Frew Medical Centre
Replied on 25 September 2023
Good Morning Mr Foggo, Thank you for your comments regarding a medical report you are waiting on. Please accept my apologies on behalf of the practice that this has not been done in a timely manner. I appreciate your feelings of frustration and will look into this as a matter of urgency and contact you as soon as possible with an update. Once again, please accept my apologies. Kind regards Allison Boor Practice Manager
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Review titled Booking Nightmare!
Rated 4 stars out of 5
by David Firth - Posted on 08 August 2023
My wife phoned at 8am, No 3 in the queue, phone was answered at 8.10, all appointments with all doctors gone, only phone appointments left! My wife felt doctor would need to see her. Receptionist said she could book her in for out of hours at Shotgate 7.30pm. I heard my wife repeat the time and place, but when she arrived at Shotgate surgery she was told there was no booking for her and so no one could see her. We will now have to go through the whole procedure again. I contemplated going to A&E but feeling the way she does a wait of several hours would be an unacceptable ordeal for her.
Visited August 2023
Review titled Robert Frew Medical Centre
Replied on 15 August 2023
Good Morning Mr Firth, Thank you for your comments regarding recent issues your wife encountered whilst trying to book an appointment. Please accept my sincere apologies on behalf of the practice for the upset this has caused. We will look into the issues raised and contact you directly to discuss further. Kindest regards Allison Boor Practice Manager
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Review titled Good doctors, terrible office and website
Rated 3 stars out of 5
by Anonymous - Posted on 20 July 2023
The electronic appointments system has collapsed. Had an appointment, arrived on time and the surgery had no record of it. There is a self-check in terminal which doesn't work. No appointments available to book in advance for important but not urgent matters. Have an 8am scramble on the phone to make an appointment, like they haven't heard of the internet. The website has photo versions of leaflets against all known accessibility guidelines. The reception and waiting area is a mess with paper posters and notices stuck straight onto the wall. They have plenty of notice boards already.
Visited July 2023
Review titled Robert Frew Medical Centre
Replied on 21 July 2023
Dear Patient, Thank you for your comments regarding our practice. I am sorry to hear you have had issues with a recent appointment, I hope we were able to rectify this for you. I appreciate the phones are busy in the morning and we do try our best to answer all calls as quickly as possible, to help with this, patients also have the option of booking appointment online, both on the day and also up to four weeks in advance, please ask at reception for online access if you don't already have it. There is also an easy to use automated booking system for patients that may not wish to use the online service. We are currently working with our Website provider to improve this to make it more accessible and also have more patient information on it, please bear with us whilst we make these changes, your comments are appreciated though as it highlights areas where we can improve. I am sorry you feel the waiting area is a mess, we try to keep this as clean and clutter free as possible and a comfortable area for our patients. We do have notice boards with a lot of very useful information for patients, we try to have monthly health topics for patients to read whilst they wait, however I can assure you we do not have paper poster stuck on the wall, this would not be in keeping with our infection control policy. Again, please accept our apologies if you feel the standard of care is below what you would expect from the practice, if you wish to discuss this any further please do not hesitate to contact Sue Chesson, our Deputy Practice Manager who will be happy to assist you in any way she can. Kind regards Allison Boor Practice Manager
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Review titled disappointing practice
Rated 3 stars out of 5
by Anonymous - Posted on 11 October 2023
very disappointed with the service so hard to get a appointment even for just a phone app.I suffer from a very painful complaint and just wanted to ask gp about medication spent nearly two hours trying to get through for app in nov when i really needed to just ask the gp .Nobody seems to care been with this surgery since 1977 such a shame how things have gone.Sure there are so many more people but when you feel awful just need a bit of help
Visited May 2023
Review titled Robert Frew Medical Centre
Replied on 12 October 2023
Dear Patient, Thank you for your feedback regarding our service. I would like to sincerely apologise on behalf of the practice that you have been let down on this occasion. I can reassure you that we do care and would like to take this opportunity to ask you to contact myself or the Deputy Practice Manager and we can discuss the issues causing you concern and resolve any problems you have. I will detail our direct lines for your convenience. Kindest Regards Allison Boor Practice Manager 01268 577974 Sue Chesson Deputy Practice Manager / Complaints Manager 01268 577973
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Review titled Covid boosters
Rated 5 stars out of 5
by Pam and David - Posted on 26 April 2023
Thank you once again for an extremely well organised booster clinic. As always we were greeted with smiling friendly faces. Well done to all at the Robert Frew.
Visited April 2023
Review titled Robert Frew Medical Centre
Replied on 27 April 2023
Dear Pam and David, Thank you for taking the time to leave a review regarding our recent Covid Booster clinics. It is good to hear such positive comments and it is very much appreciated. I will feedback to all staff involved. Thanks again, Kindest regards Allison Boor Practice Manager
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Review titled Appointments/Enquiries
Rated 3 stars out of 5
by Anonymous - Posted on 02 May 2023
The telephone system continues to be inefficient and prone to faults. Having reached 1 in the call queue no one answered at all after 20 minutes on 4 attempts. After 2 hours I eventually spoke to reception via Referrals! Needs a new system. Online booking should be automatically available to those with online access. Access is inconsistent. I have it but but my wife does not, despite requesting appointment booking access a number of times via the online menu link.
Visited April 2023
Review titled Robert Frew Medical Centre
Replied on 02 May 2023
Dear Patient, Thank you for your feedback. I am sorry that you have encountered difficulties with our telephone system and online system. If you would like to contact our Deputy Practice Manager, Sue Chesson on 01268 577973, the issues you have raised can be discussed further and investigated. Kindest regards Allison Boor Practice Manager