Farnham Park Health Group - Ratings and reviews
Reviews
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Review titled Extreme wait time & poor communication
Rated 2 stars out of 5
by K Beil - Posted on 15 February 2024
I had an appointment to see a GP yesterday. There was no one at reception due to staff shortage per a posted sign. I checked in 15min prior to my appointment time; after 45 min of waiting, I went next door to the nurses reception to ask if they could check on my appointment (as directed by staff sign). Whilst there the GP called me in which I missed and the nurses reception told me hurry back and you’ll go straight in. I went back and continued to wait a further 20min and did not see the GP until 1 hour and 5min past my original appointment time. The GP was barely apologetic and spent less than 4min with me. She put in a referral for an x ray and assured me if I walked over to radiology right then the referral is instant and on the system so I would be seen. I went over to x ray and they had no referral for me from the GP. The x ray department told me this bad communication was very common of this GP group. I had to go back over to the nurses reception who then had to message the Dr again to put in the x ray referral. By this point the x ray department had closed and I have to make a return visit. Thankfully the x ray department gave me their direct line to call them as, again, they said it was common of this group to not put in referrals correctly and I should call ahead to make sure it was actually put through. It was honestly one of the most frustrating experiences I’ve ever had with the NHS for what should have been a very straightforward visit.
Visited February 2024
Review titled Farnham Park Health Group
Replied on 21 February 2024
I am extremely sorry to hear of your recent experience at Farnham Park Health Group. Unfortunately, we had staff sickness on the day you attended. I can see from your records that the GP you saw did raise the x-ray form at the time of consultation, however, it was not saved in the system which was human error and was why the x-ray department couldn’t view it. I would like to apologise again for your experience at the surgery and to thank you for bringing it to my attention. If you would like to speak to me in person to discuss the matter further, I would be happy to arrange this. I can be contacted via nehfccg.adminfphg@nhs.net. Thank you for taking the time to leave a review on your recent experience. Kind regards Anne Green Practice Manager
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Review titled "Good call" by GP
Rated 5 stars out of 5
by Ian Southey - Posted on 27 February 2024
My son who has complex needs is prone to UTIs, and we often submit samples for testing. On this occasion the GP, who had not met him before asked to see him. A thorough examination, including questioning us as he could not communicate, led to him recommending he go straight to hospital. Upon arrival we were taken straight through to re suss where our son was immediately placed on IV medication and fluids. He remained for 24 hours and was allowed home to complete his recovery. This was what is commonly known as "a good call" from the GP for which we are extremely grateful.
Visited February 2024
Review titled Farnham Park Health Group
Replied on 28 February 2024
Dear Mr Southey Thank you for leaving your feedback regarding the care of your son, when he was seen at Farnham Park Health Group and subsequently admitted to hospital. I am so pleased to hear he is back at home and making a good recovery. Thank you for taking the time and trouble to leave this review which I have shared with the team at Farnham Park Health Group. Kind regards Anne Green Practice Manager
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Review titled Total disdain shown to my condition and my simple request
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
My recent fast track cancer referral has resulted in the consultant increasing the dosage of my medication. However despite the urgency, and despite my history of self managing the dosage of this medication for the last 20 years, the practice stonewalls and refuses to authorise the prescription until it receives the letter. Since I cannot control that, I asked for an appoinment. I got "There are no appointments before Xmas" ie before about 3 weeks. On phoning the hospital, they agree that this Should be a simple matter. The practice tells me that one of the partners refuses.
Visited December 2023
Review titled Farnham Park Health Group
Replied on 28 December 2023
Dear Patient, Thank you for leaving your review. I’m extremely sorry to hear you were dissatisfied with the service at Farnham Park Health Group and felt your condition was handled with total disdain at your simple request. I understand your consultant had advised an increase of medication, but the practice had not prescribed this as they had not received the consultant’s letter. I am aware you contacted the practice directly. The consultant’s letter was subsequently received, and the issue has now been resolved. If you would like to speak to me in person to discuss the matter further, I would be happy to arrange this. I can be contacted via nehfccg.adminfphg@nhs.net. Thank you for taking the time to leave a review on your recent experience. Kind regards Anne Green Practice Manager
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Review titled Terrible Booking Service
Rated 1 star out of 5
by Peter O'Brien - Posted on 04 December 2023
The booking system is unbelievable. I have had to chase up while trying to book an appointment on five separate occasions and am currently two weeks in on waiting to hear back for an appointment they requested I make. I have ongoing health problems which are being dragged out as it takes weeks for them to reply to an appointment request and then you have to wait a month to actually have the appointment. Planning on investigating new doctors as I am in constant pain and am still waiting for a diagnosis after over a year of this terrible Service.
Visited November 2023
Review titled Farnham Park Health Group
Replied on 27 December 2023
Dear Mr O’Brien, I’m sorry that you were dissatisfied with the booking system at Farnham Park Health Group and had to chase up booking an appointment on five separate occasions. I can see that after leaving your review on 4th December you were offered an appointment and have seen your usual GP. If you would like to speak to me in person to discuss the matter further, I would be happy to arrange this. I can be contacted via nehfccg.adminfphg@nhs.net. Thank you for taking the time to leave a review on your recent experience. Kind regards Anne Green Practice Manager
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Review titled Good practice but difficult to access
Rated 3 stars out of 5
by Paul Anderegg - Posted on 04 October 2023
Poor access to services. Medical services are good but access via online services is very poor, eg Patches is down, again and appointments cannot be booked. The only thing that works is hanging on the phone at 11.00. I seriously wonder how many less persistant people die quietly each year after giving up trying to access their GP. Please will somebody contact me to tell me if I am doing something wrong and how as a patient I should access important but non urgent services. I am aware of currerent pressures but if you are telling patients that they have access services through an onlne service, it needs to be usable. Thank you.
Visited October 2023
Review titled Farnham Park Health Group
Replied on 17 October 2023
Dear Mr Anderegg, I’m sorry you were dissatisfied with the access via our online services, that Patchs was down, and you were unable to book an appointment. I understand that after placing your request online you were subsequently contacted and offered an appointment the following week. I would like to thank you for raising your concerns with us. It is important that we hear from patients when things have gone wrong as this can help us learn and make improvements. If you would like to speak to me in person to discuss the matter further, I would be happy to arrange this. I can be contacted via nehfccg.adminfphg@nhs.net. Thank you for taking the time to leave a review on your recent experience. Kind regards Anne Green Practice Manager
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Review titled A Caring Practice
Rated 5 stars out of 5
by Martyn Harriss - Posted on 23 June 2023
The practice team take every effort to provide a superb service to the community. Although they cannot be everything to everyone, they do their very best. The GP’s aspire to provide a family doctor service, getting to know their patients and providing care to a very high standard. They know they need to change to improve, but they are working hard to achieve their goals for the benefit of their patients. Thank you.
Visited June 2023
Review titled Farnham Park Health Group
Replied on 26 June 2023
Dear Mr Harriss, Thank you so much for taking the time to leave a review on the service you have received at Farnham Park Health Group. We really appreciate that you have noted the efforts made by the practice team and that we are striving to do our best for our patients in the community and change and adapt to patient’s needs. I have passed your feedback on to the team here and it really does make a difference to the staff to know their hard work is recognised. Thank you once again. Kind regards Anne Green Practice Manager
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Review titled Does not help much
Rated 1 star out of 5
by Sue - Posted on 01 June 2023
I have been with this GP for nearly 18 years, the service is not getting better but worse. Difficult to see doctor, took me 2 weeks still could not get appointment, the Patch is just rubbish and don’t get response. The reception does not help much. This GP does not give travel vaccines which are free from NHS, but instead asked us to pay on the travel clinic. Most GPs do travel vaccine which are free from NHS. There are 4 travel vaccines which are free and NHS suggested to get them from Gp, but unfortunately this GP does not do it and asked us to pay at travel clinic instead.
Visited May 2023
Review titled Farnham Park Health Group
Replied on 04 September 2023
Dear Sue, Thank you for leaving your feedback on the appointment system and Patchs, the new online tool at Farnham Park Health Group. I’m sorry that you experienced difficulties in getting an appointment. We are working with our reception team to ensure all patients are responded to in a timely manner when they have submitted a request. The practice continued giving NHS travel vaccines but ceased offering private travel vaccines last year due to nursing staffing and sickness, to enable us to concentrate on offering core services to our patients. lf you would like to submit a request, the practice nurse will be able to help you. Thank you for taking the time and trouble to leave a review. We are constantly reviewing our appointment system and the service we offer to our patients and hearing from our patients and their experience is important to us. Kind regards Anne Green Practice Manager
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Review titled The service getting worse
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
Very difficult to make appointment. They have new system called Patch, does not help, worse than ask my GP system. Seems they don’t care, didn’t do much to help.
Visited May 2023
Review titled Farnham Park Health Group
Replied on 12 June 2023
Dear Patient, I’m sorry that you are having difficulties in making an appointment at the practice and that you found Patchs worse than our previous online system,AskmyGP. All requests are triaged that day by our duty doctor and our reception team will then contact you to make an appointment. As you haven’t left your name, I have been unable to audit our system regarding your request. If you would like to speak to me in person about this , then please contact me via nehfccg.adminfphg@nhs.net Kind regards Anne Green Practice Manager
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Review titled No longer able to get an appointment
Rated 2 stars out of 5
by Michael Miller - Posted on 22 March 2023
They had a system call AskmyGP where you could leave a message about your problem, and they would triage it and contact you to give you an appointment. Often it was not functioning (!) but at least it worked sometimes. Then just recently they had a system where when you were waiting for them to answer the phone, you could get them to call you when you reached the head of the queue. No Longer! Now they have scrapped all that, apparently because they are going to implement another system. So we are left with just hanging on the phone. If you get through, they tell you that there are no appointments left this morning (or this afternoon) and you should call back. So they expect you to phone twice a day and hang on the phone for as long as it takes. The earliest ‘routine appointment’ is four weeks hence.
Visited March 2023
Farnham Park Health Group has not yet replied.
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Review titled Booking system change - re previous review
Rated 3 stars out of 5
by Michael Miller - Posted on 23 March 2023
I wish to temper a little my review yesterday, where I complained about the difficulty getting an appointment. Today, I phoned at 8 and Was phoned back quickly, and given an appointment with my doctor on the phone. My previous queries regarding their system still remain, but today they were very responsive and helpful.
Visited March 2023
Review titled Farnham Park Health Group
Replied on 28 March 2023
Dear Mr Miller, Thank you for leaving your feedback on the appointment system at Farnham Park Health Group. I’m sorry that you experienced difficulties in getting an appointment when you first contacted the practice. In view of your feedback we have now changed the message on the answer phone to inform patients of the situation with urgent on the day appointments. Thank you for taking the time and trouble to leave a further review when the next day you were subsequently phoned back quickly and offered a telephone appointment on the same day. We are constantly reviewing our appointment system and the service we offer to our patients and hearing from our patients and their experience is important to us. Kind regards Anne Green Practice Manager