Cranbrook Surgery - Ratings and reviews
Reviews
-
Review titled Great doctors
Rated 5 stars out of 5
by Anonymous - Posted on 31 October 2022
I recently had a consultation with one of the lead GPs. She was the tall, lady dr and she is caring. I have to say, she is one of the best doctors. She is caring and understands and eager to help patients. I have always had the best experience with her. Thank you Dr for your kind and thoughtful concern to my health and providing me with both medical and physical care. Keep it up !
Visited October 2022
Review titled Cranbrook Surgery
Replied on 29 January 2023
Dear Patient, Thank you so much for your feedback. Such a lovely comment for our GP. She will be super happy to see this comment :) All of the doctors at Cranbrook Surgery like to give a personalised care plan for each patient and want nothing but the best for their patients. your feedback is very valuable to us. Thanks again Kind regards Management Team
-
Review titled Timely experience
Rated 5 stars out of 5
by Chichi - Posted on 19 October 2022
Had a visit for new patient review with practice nurse. I was seen on time and attended by a very nice nurse
Visited October 2022
Review titled Cranbrook Surgery
Replied on 04 November 2022
Dear Patient Thank you so much for your positive feedback. We are very pleased to hear that liked the Nurse and that you were seen to promptly. We take pride in good service provided by our staff and feedback is always welcome. We aim to continue to provide a service that all patients deserve Wishing you the best of health. Kind regards Management Team
-
Review titled Friendly staff
Rated 4 stars out of 5
by Anonymous - Posted on 11 October 2022
Friendly reception Nurses are very grateful on time I have been called easily to get over the phone appointments
Visited October 2022
Review titled Cranbrook Surgery
Replied on 12 October 2022
Dear Patient, Thank you for your positive feedback. We have been working very hard to improve the phone system and reduce call queues and your feedback reassures us that our effort to do so has worked. So thank you for this comment. Wishing you t We aim to continue to provide a service that all patients deserve. he best of health. Kind regards Management Team
-
Review titled Good practice
Rated 5 stars out of 5
by Anonymous - Posted on 02 September 2022
I was seen on time with polite, efficient service. Don’t appear to have the problems people experience at other practices.
Visited September 2022
Review titled Cranbrook Surgery
Replied on 20 September 2022
Dear Patient Thank you so much for your positive feedback. We are very pleased to hear that you are happy with the service provided. We aim to continue to provide a service that all patients deserve. Wishing you the best of health. Kind regards Management Team
-
Review titled Used to be a great practice but not anymore
Rated 1 star out of 5
by Anonymous - Posted on 01 October 2022
Very difficult to get through to the practice on the phone and when I do the majority of the time the phone is answered by rude and unprofessional receptionists. I've had calls from the practice saying I haven't attended an appointment when I didn't have a face to face appointment booked but in fact had a telephone appointment, so the nurse/doctor are meant to phone patients. Then when I did arrive for a booked appointment, was told it had been cancelled and I wasn't allowed to speak to the nurse and was sent home. Also, it's very difficult to make enquiries regarding repeat prescriptions. I keep getting told that I have to either speak to the pharmacy, even though they can't do anything other than request a repeat prescriptions or they say you need to speak to the doctor but then can't get an appointment, which means you could go weeks without certain medication. Also when you do finally get an appointment some of the GPS only allow you to ask questions related to one health issues even if the other is linked and they tell you to make another appointment, which is ridiculous as you have to go through the whole process of trying to book an appointment. This used to be a very good practice but in the last yeat it has gone down hill.
Visited September 2022
Review titled Cranbrook Surgery
Replied on 04 October 2022
Dear Patient, Thank you very much for your feedback. It is very valuable to us, as your comments enable us to improve our service. I am very surprised to hear that you feel that within the last year the surgery has gone downhill, we have had many reviews and feedback from the public and NHS Digital statistics have shown that we have been rising up since the end of last year. We have hired more staff, as well as added another phone handset to help meet patient needs with more efficiency and to manage call volumes. Amongst all, we have been holding staff meetings more regularly with clinical and non-clinical staff to discuss any feedback from patients and any complaints. And I can confidently say that the number of complaints received due to call volumes has been reduced rapidly. We continuously provide all staff members with the relevant training regularly to ensure they can deal with patients query’s in a professional manner, However when patients comment that they were not treated right, we urge patients to approach management so that we can resolve this by approaching the staff member directly to highlight and ensure it doesn’t happen again. As you are anonymous, please can you call the surgery and ask to speak to either myself or assistant practice manager and we will investigate this further. Please accept our apologies. Ajatha Ratnayake Practice Manager Cranbrook Surgery
-
Review titled Lovely staff
Rated 5 stars out of 5
by Anonymous - Posted on 11 October 2022
This is the best GP surgery with amazing reception team who treat all patients with so much dignity and respect. I was pleased with all the help I received from reception team and everyone is very helpful. They have all been trained well. When I came into the surgery, I spoke to the lady with red hair and glasses. She was very polite, helpful and understanding. She is a credit to the NHS and is well deserved for recognition for the services she provides being the face of the NHS. We need more people like her. Keep up the amazing work !!
Visited September 2022
Review titled Cranbrook Surgery
Replied on 12 October 2022
Dear Patient, Thank you for your positive feedback. We like to make sure that we hire the best team members to ensure great quality service is provided for all of our patients and we can proudly say our staff are very competent for their designated roles. So thank you for this comment, We will certainly relay this to the staff members. Thank you again for the lovely comment. Wishing you the best of health Kind regards Management Team
-
Review titled Lacks experienced counter staff!
Rated 3 stars out of 5
by Gordon Walker - Posted on 13 August 2022
This practice suffers from a serious lack of staff ! The loss, of experienced counter staff puts so much pressure on the remaining counter staff. The nurses and fill in Doctors are excellent. Like all the NHS services we are no better than many third world countries. So sad.
Visited August 2022
Review titled Cranbrook Surgery
Replied on 17 August 2022
Dear Mr Walker, Thank you for your feedback. It is very valuable to us, as your comments enable us to improve our service. We were extremely short staffed at this surgery previously but management have hired more staff to help meet patient needs with more efficiency. We continuously provide all staff members with the relevant training to help them tackle day to day tasks in a professional manner. The NHS is no doubt under a lot of pressure especially since the pandemic hit but we can proudly say that NHS Staff have been doing the best they can to keep the service running. If you would like to discuss any other concerns, managers will be happy to assist, please feel free to call the surgery on 02085547111 and a member of our team will help. kindest regards Management Cranbrook Surgery
-
Review titled Not bad!
Rated 3 stars out of 5
by Anonymous - Posted on 23 August 2022
The doctors and nurses are really good, however, getting an appointment is very very difficult. Some of the receptionists are quite rude when you eventually get through on the phone. We have been told to ring Wednesday afternoons for regular non urgent appointments but have never managed to book an appointment as have always been told they fully booked, resulting in me having to book a same day emergency appointment which are also very hard to get by the time the phone is answered.
Visited August 2022
Review titled Cranbrook Surgery
Replied on 31 August 2022
Dear Patient, Thank you for your feedback. It is very valuable to us, as your comments enable us to improve our service. We are sorry to hear that you find it difficult to get through to the practice, it is extremely busy in the mornings from 8am but we can assure you that staff are aware to answer calls as number one priority at all times. Regarding staff tone, If you inform us of the date and time you called, it will help us to approach the member of staff who had greeted you in an inappropriate tone. This will help us to highlight any issues directly to prevent it from happening again in the future. We take patient care very seriously and expect all staff to have polite and courteous tone when speaking to patients. We try our best to provide the best experience that we can for everyone with the hope that patients are more than satisfied with the service provided. If you would like to discuss any other concerns, managers will be happy to assist, please feel free to call the surgery on 02085547111 and a member of our team will help. kindest regards Management
-
Review titled Great Nursing Team
Rated 5 stars out of 5
by Anonymous - Posted on 09 August 2022
Attended for a vaccine for child - very gentle and kind nurse did jab (unfortunately no sticker though!) and I had asthma review - nurse was knowledgable and thorough and made changes to my meds. I’m a GP myself so impressed with the service from the nursing team. Thank uou
Visited August 2022
Review titled Cranbrook Surgery
Replied on 15 August 2022
Dear patient, Thank you so much for the positive feedback It really means a lot to us! Sorry that your little one didn't get a sticker, we will certainly make sure that the nurses give these out to children in future, just to make the trip to the surgery a bit more pleasant for our younger patients. Wishing you the best of health. Management Cranbrook Surgery
-
Review titled Good time management
Rated 4 stars out of 5
by Ashish - Posted on 10 August 2022
It was almost the same time scheduled for me. Nurse was really good and polite behavior. I will recommend this for my family and friends.
Visited August 2022
Review titled Cranbrook Surgery
Replied on 15 August 2022
Dear Ashish, Thank you so much for the positive feedback It really means a lot to us! Please do recommend us to your family and friends, so long as they are within the catchment area, we will be more than happy to take them on board too. Wishing you the best of health. Management Cranbrook Surgery