The New Folly Surgery - Ratings and reviews
Reviews
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Review titled Dreadful receptionists
Rated 2 stars out of 5
by Anonymous - Posted on 09 February 2024
The receptionists at this practice are OK on the phone, but face to face they're simply dreadful. Lazy, rude, and unhelpful. Today I had one of them groan and sigh loudly a few times while "assisting" me because she had to get up from her chair twice. I have a foreign accent but I'm perfectly fluent in English, and more than once they don't even bother listening to what I'm saying. I once had one tell me "that's not the way things work here" when I was requesting to collect a blood test order which had been prepared by the GP. She heard my accent and simply assumed that my request was wrong. Condescending and ill-informed. The rest of the staff have been great, but the receptionists are truly awful. If there was another local practice I'd transfer there in a heartbeat.
Visited February 2024
The New Folly Surgery has not yet replied.
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Review titled Discriminating disabled people!
Rated 2 stars out of 5
by Miss davis - Posted on 10 January 2024
For months now the same two cars have parked without blue badges in the disabled bays All day.I went in today as I had my disabled son with me and needed to safely get him in. I asked reception where are the disabled bays to a reply was there aren’t any. Even though yellow bays are clearly marked. I explained I cannot safely get my child out to which receptionist offered to help but with my son’s condition a stranger would have tipped him over the edge after all going to the doctors and is a massive challenge . I asked to speak to the practice manager to which I was given the secretary I went outside then she agreed that one space for disabled should be avaliable and confirmed they were staff who parked there but even though there clearly are two marked bays I explained I will have to leave my child in the road to pull my car forward to get the car and safely put him back in I asked could one of them move before I come out they never bothered. I then Rang for the practice manager to which he was disgusting and rude I was speaking loudly as my son has autism and making such loud noises but not once was I rude or shouting at him my voice was louder due to my son making his sounds due to being non verbal I tried to explain he butted in wouldn’t let me speak at all he was a utter disgrace. And extremely condescending I ended up hanging up. I went back at 3.30pm today and the same two cars parked in the disabled bays this is a complete discrimination on disabled and the sick and not to mention illegal you should be utterly ashamed of yourselves as well as being lied to in the first place telling me there were no disabled bays when they clearly was. This needs to be addressed it’s wrong
Visited January 2024
Review titled The New Folly Surgery
Replied on 11 January 2024
Thank you for your comments and feedback which has been reviewed with the Lead GP Partner, after informing the same of the incident yesterday afternoon. We are very sorry for the angst and distress you report and apologise in the first instance for not having one of the bays available. For clarification these two bays are practice property and not owned or administered by Brentwood Council. We have a full staff of 25 clinicians and admin support staff operating within the Surgery and parking for all staff is at a premium; indeed 2 staff received PCNs yesterday as they had to park in the public bays in Bell Mead. The revised operating plan for access parking is that if any patient arrives and needs one of our own access bays, they just need to inform the reception desk who will have the staff member vehicle (parked in our own spaces due to the limited parking available) moved to allow the patient to use the access parking slot. This is the sensible flexible working solution covering both staff and patient needs within the extremely limited parking we have. It should be noted on most weekdays, Bell Mead public bays are taken up with patients and visitors for other activities such as dog walking and proximity to the local shops etc. Once again, our sincere apologies for your distress and we hope that on the next time you visit and need an access parking bay, this new plan allowing patients to use our own access bays, will work as it is designed to. Yours Sincerely New Folly Surgery
To report this as unsuitable, please contact the service desk
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Review titled Difficult to see a Doctor
Rated 2 stars out of 5
by Anonymous - Posted on 15 January 2024
I called wanting to get an appointment with the Doctor only to be quizzed by the reception staff and offered a telephone appointment in 2 x weeks time with I assume a nurse who would be able to advise on exercises - also advised by reception they were unsure whether blood tests could be organised via this method. As I have had this issue for around 6 months and my symptoms would suggest it's not muscular I'm left with little option but to go to A&E for treatment. What a shame.
Visited January 2024
Review titled The New Folly Surgery
Replied on 16 January 2024
Thank you for your feedback and comment posted yesterday. I am sorry to hear about your worry and issue reported; if you could contact the Surgery today after 11am and ask for / speak to Jackie Cole, she will look at this issue in more detail, as we cant identify you from this post. We only advise patients going to A&E in the event they have a real very urgent accident or emergency issue - we would like to help you further and i hope you can call the Surgery later today so we can assist you. Yours Sincerely, Practice Manager
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Review titled Kind empathetic practice
Rated 5 stars out of 5
by Nicola Young - Posted on 24 January 2024
My elderly mother died in December. GP kept in regular contact up to her last days. giving regular phone reviews to mum and family. Referral made to falls team , urgent response team and social care when she needed a care package. UTI packs processed same day and when UTI diagnosed antibiotic prescription to pharmacist on the same day ready for collection. Mum always got an appointment when she needed one. Gold standard GP and receptionists and team. My mum received excellent care in her final months and prior to her frailty. My mum thought the world of this team. They really got to know my family and were supportive and kind with my bereavement of my beloved parents . Thank you so much.
Visited December 2023
Review titled The New Folly Surgery
Replied on 26 January 2024
Dear Nicola, Dr Bailoor and myself thank you v much for your kind feedback and comments; against all the high demand for both appointments and services, all the staff from reception to clinicians work very hard to deliver the best services and outcomes. We are never perfect and we do take feedback of all forms seriously and continuously review services and how we do what we do. Very much appreciated and will share this with all the practice team. Warmest wishes Christian Practice Manager Practice Manager
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Review titled Extremely helpful practice
Rated 4 stars out of 5
by Anonymous - Posted on 23 November 2023
I wanted to leave a review praising the team at The New Folly. They have gone out of their way to help me which I am very grateful.
Visited November 2023
Review titled The New Folly Surgery
Replied on 04 December 2023
Thkyou v much for your kind review which has been circulated internally to all the staff - notwithstanding the very high demand we experience week in, week out, we do work hard to offer and delivery the best level of care and service to all our patients, and comments like this are v much appreciated. With sincere regards Practice Manager 4 December 2023
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Review titled Phone Call Waiting Time
Rated 5 stars out of 5
by Andrea Margaret Batty - Posted on 29 August 2023
I have just waited 32 minutes on the phone at No.1 in the queue, to get my test results, after which the test results line closed! How does this system work ? I have no problem with the doctors, nurses or reception staff who I have found to be helpful and kind but the telephone system is irritating and inadequate for the purpose it is supposed to serve!
Visited August 2023
Review titled The New Folly Surgery
Replied on 30 August 2023
Dear Andrea, thank you for your comments just received and please accept my apologies for this inordinate delay in getting through to the Surgery. This occurred due to an error by a member of staff in that they forgot to log off their phone when moving to another role - when this happens, i am sorry to say that the inbound caller who was in that particular phone "Q" is left in the "Q" even though the staff member has moved to another role etc. I have reminded all staff to ensure they fully log off their phone sets so any calls in their "Q" are auto transferred into the main "Q" that is being dealt with by other staff. Please accept my sincere apologies over this. Christian Practice Mgr 30 Aug 2023
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Review titled Excellent Care Received.
Rated 5 stars out of 5
by Yvonne Lindsay - Posted on 05 July 2023
I wish to express my gratitude for the excellent on-going (from August 2022 ) care and attention I have received from the Doctor. Thank you for listening and for your patience in resolving my many health issues. And I would also like to thank the Nurses, the Pharmacist and the Receptionists who have been more than helpful with my many queries. Thank you.
Visited June 2023
Review titled The New Folly Surgery
Replied on 07 July 2023
Dear Yvonne - v much appreciated and i have copied your kind comments and feedback to all the Surgery team, many thanks Christian (PMgr) 7 July 2023
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Review titled Helpful surgery
Rated 5 stars out of 5
by Amanda - Posted on 02 March 2023
Have always found the doctors listen and try their best to get the right treatment/help from the nhs. I have several chronic illnesses and have never been made to feel like a nuisance. One doctor recently has even phoned me after hours to make sure l was ok. I get regular anaemia treatment and asthma checks from a nurse, who has always been kind and supportive Although it can take time to get through to the receptionist’s, once you do they are helpful and try to get you an appointment as quickly as possible.
Visited March 2023
Review titled The New Folly Surgery
Replied on 03 April 2023
Dear Amanda - thank you for your review and feedback which is v much appreciated and which i will share with all the staff - aware that one some occasions and with minimum staff the phone system can take some time getting the service you need and we use such feedback to work with the telecoms company to review and update where we can. Many thanks Practice Manager 31 Mar 23
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Review titled Response to last review March 28/23
Rated 3 stars out of 5
by Rowena Hartley - Posted on 29 March 2023
Thank you for your text reply. The confusion was that when I made the appointment I had asked for face to face but was told by receptionist that it would have to be a phone consultation - she even said between 9 and 1. I then received 2 text messages saying appointment at 10.50 on March 28th, which I took to be a more or less exact time. Unfortunately the Dr was under the impression I was to see her in surgery when I had been told different. The appt should in fact have been in the surgery, but the receptionist booked it as f2f, and the confusing text message compounded things even more. I spoke with the Dr this afternoon, but because by this time was tired and in pain, I forgot to mention other things of importance, for which I will now have to make *another* appt, this time definitely f2f. The receptionist and confusing text message have wasted time for both myself and the Dr.
Visited March 2023
Review titled The New Folly Surgery
Replied on 03 April 2023
Dear Rowena - please see my response to the 2nd feedback note you posted which covers this and again we are sorry for the issues you have reported. Practice Manager 31 Mar 23
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Review titled Just want face to face appointment
Rated 3 stars out of 5
by Rowena Hartley - Posted on 28 March 2023
Wanted face to face but had to settle for a phone call. Got 2 texts saying would get call March 28th at 10.50. Now 8pm at night and no call. Have wasted whole day and in pain for Nothing.
Visited March 2023
Review titled The New Folly Surgery
Replied on 03 April 2023
Dear Rowena - i have been in touch last week to discuss this and we are sorry for any miscommunications and also that the GP did leave a voice mail to try and make contact - we are here to help and to try and make things as easy as possible and im sorry on this occasion it was not like that. Yours Sincerely Practice Manager 31 Mar 23