Bartlett Group Practice - Ratings and reviews
Reviews
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Review titled Waited over a hour for reception to answer
Rated 1 star out of 5
by Anna Marie Knight - Posted on 13 March 2024
I had a text message from Bartlett Frimley Green to arrange blood tests and the reception never answers the phone i tried last week and held for over a hour , yesterday message stated closed for training and again today waited for 1 hour 20 mins and i have given up
Visited March 2024
Review titled Bartlett Group Practice
Replied on 18 March 2024
Dear Ms Knight Please can you let me know if you used another number as I checked the one we have and can't see those time lengths. I can see that you held for half an hour at 10.06 then called again at 11.08 and held for 1 minute 57 seconds. You were then called back by the reception team and hour later. It can be frustrating to hold, so pleased to see that you used the call back feature. We do have 30,000 patients so mornings there is a lot of traffic and it was made worse with closing for training, so I apologise if you felt frustrated. Sincerely Wendy Foster Practice Manager
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Review titled Unreliable
Rated 1 star out of 5
by H Bardoul - Posted on 28 December 2023
We made an appointment for a flue vaccination; arriving at the practice, the appointment popped up on the screen after entering date of birth. After waiting for half an hour, we asked at the reception how long this was going to take, we were told the appointment had been cancelled (without any notice). First the lady said the nurse was sick but that was than changed to "you are not eligable for a vaccination" while none of that was mentioned when making the appointment. Reliability and truthfullness seem pretty important aspects to me at a GP's practice.
Visited December 2023
Review titled Bartlett Group Practice
Replied on 02 January 2024
Dear H Bardoul Thank you for taking the time to write in. Please could you get in touch with the surgery frimleyicb.bgpfgpatientservicemanager@nhs.net at your convenience as I am unable to find H Bardoul. I would very much like to look at this in more detail to find out what went wrong for you. Yours sincerely Wendy Foster Practice Manager
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Review titled Brilliant service
Rated 5 stars out of 5
by Petra B - Posted on 01 June 2023
I submitted an online request form for myself and my daughter. We received confirmation of appointments very quickly. The clinicians we saw were professional, thorough and friendly. We feel that we are being looked after very well indeed. Thank you so much, Petra
Visited May 2023
Review titled Bartlett Group Practice
Replied on 02 June 2023
Dear Petra Thank you for taking the time out to do a positive review for us. I'm so pleased you both received timely care for your queries. Remember also that for anyone under 18, this site/ app can be used https://frimley-healthiertogether.nhs.uk/ (this is a good opportunity to spread the word!) Thanks again Petra Yours sincerely Wendy Foster Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 24 May 2023
I had an ear infection. I rang at 8am and was 1 of 15. I waited and was answered within 10 mins. Receptionist was friendly and I was put on the am list for a call. Call was an hr later and I was seen in person that morning for a diagnosis and medication. Very happy with service I received from all staff who are all working under difficult conditions. Thank you
Visited May 2023
Review titled Bartlett Group Practice
Replied on 25 May 2023
Dear Anon I really appreciate you taking the time to put a positive experience on here. There are lots of patients having great experiences but they tend not to do reviews, so this is welcomed. I'm glad the team assisted you so quickly and you were sorted. Yours sincerely Wendy Foster Practice Manager
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Review titled Some issues but GP was wonderful…
Rated 4 stars out of 5
by Cooper - Posted on 23 June 2023
I understand issues at present (I work in education and feel pressures too). As many others, I had problems gaining a GP appointment after a text from my doctor - an issue shown on a blood test. Initial receptionist said (Ash Vale) after my explanation (long queue), I could not book an advance appointment and to phone at 8.00 am on the days my doctor was working. I really tried hard during my working hours but to no avail. I thought I could ring and book for either of the two practices (Frimley also). Surprisingly, I received a text from a second doctor with a date but no time mentioned. I replied to the link provided in the text to cancel. I work from 8.00am all day. Text reply was not helpful. I rang again and was in ‘the’ queue. I explained the dilemma of two doctors wishing to speak to me about the same issue. I asked for an appointment: own doctor (Frimley) and was given ‘sometime’ in the morning on a day three weeks later. I asked to cancel the second doctor again (Why waste their time?). All appeared well. I then, received three missed calls from the ‘cancelled’ doctor. My own doctor did ring on the newly appointed day (in the morning -but no time) and was lovely, courteous, understanding and attentive as always. Future appointments were discussed, agreed and arranged via my doctor for further tests and consultations to discuss. A huge relief. Doctors are working desperately hard as are many others, and are very much misunderstood and under appreciated re: expectations and workload. My suggestion to the practice (Ash Vale) would be further, effective, training of receptionists to truly and completely ‘listen’ to the actual person at the end of the phone. Which practice should we initially contact for an appointment to speak to our own doctor? Reception (Frimley/Ash Vale ?) must provide an appointment in advance so we can consult with our doctor as they have requested. Please, truly listen to the caller in order to accommodate them despite the stresses you may be facing in the role. We are individuals. We have different issues. We cannot be ‘tarred with the same brush’. With this in mind, it may lessen your own stressful role in the practice. So today, I am extremely relieved that I have had a consultation with my doctor (Frimley). Despite knowing that she must be over-stretched, I was not rushed. My doctor reassured my long awaited concerns and was helpful and understanding as always. She organised further appointments in line with my working hours and availability. She reassured me that I was not ‘blacklisted’ after not answering the three missed phone calls from the second doctor, despite my efforts to cancel. A massive thank you. There is still faith in this system if we can get beyond Reception issues. Furthermore, also consider our preferred option for contact per appointment and time (home or mobile). This may result in missed calls and ineffective time wasting if the doctor rings on a different telephone. We too, are working.
Visited May 2023
Review titled Bartlett Group Practice
Replied on 03 August 2023
Dear Sir/ Madam This response is a repeat for each site. I have responded to the same one for you on the Ash Vale post. Regards Wendy Foster Practice Manager
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Review titled 100% Inefficient - Not Fit For Purpose!
Rated 1 star out of 5
by Graham Jones - Posted on 22 April 2023
I submitted a prescription 3 weeks ago. I went to collect from the pharmacy today and they inform me it has not been issued. I am now out of medications. Bartlett Practice is inefficient and not fit for purpose. The service delivered by this practice has deteriorated beyond all recognition with it's inefficiencies and behaviours towards patients. It is now poorly managed and someone need to be held accountable. But just like everything else in the NHS it is very badly run.
Visited April 2023
Review titled Bartlett Group Practice
Replied on 19 May 2023
Dear Mr Jones Thank you for your comments. I'm sorry you're not pleased. Why did not you let us know directly regarding this issue? Please could you take the time to elaborate about what you mean in your comments and what is poorly managed, inefficient and not fit for purpose. It would be great to understand in more detail so that we can constructively deal with your concerns. Yours sincerely Wendy Foster Practice Manager
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Review titled Appalling
Rated 1 star out of 5
by Richard Rice - Posted on 27 March 2023
I have recently had a blood test. This was a follow up test requested by the GP. I received a text message to contact my GP, I assume to discuss the results. I have now tried calling on 5 separate days exactly on the time the lines open. But every day all the slots are taken. I have tried booking online but, again, no slots are available. My suggestion that the GP can speak to me at anytime over the next few days was met with "we can't book in advance". So how on earth do you get to talk to a doctor? And the doctor has asked to speak to me! How do the elderly access the service? I work for the NHS and see the chaos in our hospitals, particularly A&E, and this is part of the reason. This review will be ignored of course or deleted.
Visited March 2023
Review titled Bartlett Group Practice
Replied on 19 May 2023
Dear Mr Rice Apologies for taking time to respond. Nothing on here is ignored or deleted (unless it is abusive.) I took your concerns to the Senior Partner and we appreciate the frustration that has happened here. You should have been able to book a slot post your blood test when a GP is asking to see you and that failed. We do have some new team and we are continuing their training. Primary Care is bursting across the land and with demand up and GP retention figures down, we are all suffering. We currently are a 1/3 of our GP numbers down and are equally frustrated. We do have some light at the end of the tunnel and hoping to secure more GPs in the coming months. Again, sorry you didn't get your follow up when you requested it. Yours sincerely Wendy Foster Practice Manager
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Review titled Just impossible to get an appointment
Rated 1 star out of 5
by Mr Reed - Posted on 21 February 2023
The automated telephone system just doesn't meet the patients needs. It is impossible to get an appointment. Tried for 2 days.. Once you get through your told all appoints are allocated for today - ring 111. Option 2 on the telephone system - unable to answer your call - call back later.. There is no point being registered to this practice if you are unable to get an appointment to see your GP. This GP practice is funded in accordance with Carr-Hill formula - one payment criteria related to the number and type of patient registered - nice way to get funding without delivering the core "essential service". This practice is obviously very under resourced and unable to meet it's "essential services" obligations as a GP practice provider. Still trying to make an appointment...
Visited February 2023
Review titled Bartlett Group Practice
Replied on 19 May 2023
Dear Mr Reed I am sorry you are frustrated at trying to get an appointment and the phone system. Back in February we were receiving around 2500 calls a day. We are currently significant GPs down in recruitment and have temporarily closed our lists until we can get GPs in place. This is the same for the whole of Primary Care, we're all suffering as patients. With a national shortage of doctors, NHS England not offering enough resources to support, all are struggling. We are hoping with the temporary list closure, some recruitment and some appointment system changes, we may be in a better position in the coming months. Thank you for taking the time to comment. Yours sincerely Wendy Foster Practice Manager
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Review titled Appalling surgery
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2023
Moved to the surgery recently and have had nothing but issues. I'm a mother of two and have tried to get appointments for my children. My most recent issue was yesterday and today. Firstly the telephone system is not fit for purpose. I tried calling at 8am foe an appointment, went through the options until it said "there is no-one to answer your call" and automatically hung up. 30 attempts later and at 8.14 I was finally placed in a queue about 30. I remained on hold for 45 minutes before finally speaking to a receptionist. She was curt (probably under pressure) and sarcastic about my complaint. I was offered a telephone call for the afternoon. The gp called later in the afternoon and just basically read me the same information I had found on the nhs website. I work in a hospital (hence remaining anonymous for this as professionally I am not able to self diagnose or diagnose family members) but did ask a colleague to look at my son and they suggested a course of antibiotics and a specific medication (that is cheap to source) due to other symptoms that are not clearly visible in the pictures that have been sent. I have called back and sat through the same loop system again and probably wasting another appointment as this could and should have been dealt with yesterday. Shame your practice doesn't seem to understand girft principles (get it right first time - ultimately enhances patient experience and saves unnecessarily wasted appointments. As previously mentioned I have remained anonymous on this post but will happily contact you or your patient manager to discuss further if you are able to provide an email address. Trying to contact anyone via phone in your surgery is an absolute misery and 9 times out of 10 the automated system sends you on a loop and hangs up as that department/area is understaffed or closed for sessions. The whole practice needs reviewing as I am sure the staff are not happy working the way it is with so many disgruntled patients coming through the doors or on the phone.
Visited February 2023
Review titled Bartlett Group Practice
Replied on 19 May 2023
Dear Anon Apologies for the delay in responding. I am sorry you have had cause to complain. It really would be good to discuss your concerns. Do call in to speak to our Patient Service's Managers, or use the link on our website. Yours sincerely Wendy Foster Practice Manger
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Review titled No Appointments
Rated 2 stars out of 5
by Anonymous - Posted on 11 January 2023
I have had my telephone appointment cancelled twice now and gone from a timed slot to sometime during the day. I need a review of one of my medications and cannot do an econsult as they close it down very early from opening. My message said I could re book a suitable time online but there is no appointments. I was told yesterday that there are no slots and 'I have a Mobile phone so I can accept a call anytime! ' I was told that I need to take any issues up with my doctor when I speak to him next . I just need a medication review as I'm soon will be running out and there is nothing I can do . I appreciate everyone is stretched but I'm getting nowhere where my appointment have been changed twice and two weeks along from.the original date
Visited January 2023
Review titled Bartlett Group Practice
Replied on 16 January 2023
Dear Anon It is super difficult for us to say what has gone wrong if you are unable to leave your name, or, better still, contact our patient service managers to discuss further. I think I know who you may be from another conversation mentioned on the same day that was similar. If so, the appointments were cancelled due to staff sickness. We had a lot of the team off with flu and were covering with other staff where we could. Obviously if a nurse or doctor has done a 12 hour shift, we are unable to ask them to do a further 8 hours to cover someone that is sick. I'm sorry that you didn't get what you wanted when you wanted it. You can have a timed slot but that would still be dependent on various out of control things such as urgent work coming through etc. The doctors do try to do timed calls on time. Please do contact our patient service managers to discuss further if this you, or indeed if you need further clarification and we can look into it more. Yours sincerely Wendy Foster Practice Manager