Crouch Oak Family Practice - Ratings and reviews
Reviews
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Review titled Technology or what?
Rated 3 stars out of 5
by Tony Dent - Posted on 10 January 2024
I have just had a COPD review which was extremely good and I am grateful for the care and the planned follow up. The anodyne nature of this review process forbids any mention of the personnel involved. Sadly although I always think the practitioners at the Crouch Oak are very professional I still consider the administration of the practice to be abominable and would never recommend it. Is that technology or the people? I think it’s the management.
Visited January 2024
Review titled Crouch Oak Family Practice
Replied on 05 March 2024
Dear Mr Dent We appreciate your feedback and are glad to hear that you found the care provided during your COPD review to be excellent. However, we're sorry to hear about your dissatisfaction with the administration of the Practice. Your concerns are important to us and we thank you for bringing them to our attention. If you have any further comments or suggestions, please feel free to reach out to us directly. You may consider joining our Patient Participation Group who are patients, like yourself, who we refer to as friends of the Practice. They meet with staff to discuss issues and patient experience as well as providing practical support to help improve the service. If you would like further information please contact me at the Practice and I can pass on your details to our PPG Chair. Best wishes, Susan Goundry - Practice Manager
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Review titled Excellent Service
Rated 5 stars out of 5
by Mark Pearce - Posted on 02 January 2024
Having fortunately not havibg visited my Doctors for many years, I was apprehensive about the service I would receive based on media stories of poor service in the NHS generally. I was pleasantly surprised how good the service was, from first contact with reception through clinician tests to Doctor appointment and subsequent follow ups to check my health had improved after illness. Each interaction was a pleasure, timely and friendly. A very good experience all round
Visited December 2023
Review titled Crouch Oak Family Practice
Replied on 18 January 2024
Dear Mark We were absolutely delighted to read your positive comments. Your feedback means a lot to us, and it gives encouragement to the whole Team. It is heartening to hear that your experience with our healthcare professionals was a positive one. Providing excellent care is at the core of what we do, and your kind words reinforce our commitment to delivering high-quality services to our patients. We understand that navigating healthcare can be challenging, and we are grateful for the trust you place in us. Your feedback not only motivates our team but also helps us continually improve our services to meet the evolving needs of our community. On behalf of everyone at the Practice, we want to express our deepest gratitude for taking the time to share your positive experience. If you ever have any further feedback or if there's anything specific you would like to share, please feel free to contact me. Best wishes Susan Goundry, Practice Manager
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Review titled Very helpful and quick
Rated 5 stars out of 5
by Anonymous - Posted on 15 December 2023
Filled in online form requesting appointment at 8am. Doctor called and asked me to visit surgery at 9.30 - Doctor was excellent, thorough and very helpful with a lovely 'bedside manner'
Visited December 2023
Review titled Crouch Oak Family Practice
Replied on 18 January 2024
Dear Patient Thank you for taking the time to share your positive experience. We understand that navigating healthcare can be challenging, and it's pleasing to get positive comments regarding access to our services. Your feedback not only motivates our team but also helps us to continually improve our services to meet the evolving needs of our community. If you ever have any further feedback or if there's anything specific you would like to share, please feel free to contact me. In the meantime, I will pass on your encouraging words to the Team. Best wishes Susan Goundry, Practice Manager
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Review titled Excellent support provided
Rated 5 stars out of 5
by Susan Bell - Posted on 13 December 2023
Diabetic review was thorough, informative and so supportive whilst being tailored to me as an individual patient. All my questions were responded to with clinical insight and empathy. Helpful suggestions were made and ongoing monitoring offered. This excellent level of commitment to me left me feeling fully empowered, an equal partner and valued. Certainly, went the extra mile!
Visited December 2023
Review titled Crouch Oak Family Practice
Replied on 14 December 2023
Dear Susan Thank you for taking the time to write this lovely positive review. As a Practice we strive to work with our patients to bring about the best possible outcome for health and well being. I will pass your feedback onto the Team which, I am sure, will brighten their day. With best wishes and a Merry Christmas. Susan Goundry - Practice Manager
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Review titled Great Care
Rated 5 stars out of 5
by Trisha - Posted on 18 December 2023
I called in the morning, and received an on line form to complete. Within a couple of hours the Doctor rang me offering me an afternoon appointment!! The care I received was excellent. I was thoroughly examined and felt listened to!! The reception staff were friendly all in all a great visit.
Visited December 2023
Review titled Crouch Oak Family Practice
Replied on 18 January 2024
Dear Tricia Thank you for your positive comments .Your feedback means a lot to us, and it gives encouragement to the whole Team. It is heartening to hear that your experience with our healthcare professionals was a positive one. Providing excellent care is at the core of what we do, and your kind words reinforce our commitment to delivering high-quality services to our patients. On behalf of everyone at the Practice, we want to express our deepest gratitude for taking the time to share your positive experience. If you ever have any further feedback or if there's anything specific you would like to share, please feel free to contact me. In the meantime, I will pass on your encouraging words to the Team. Best wishes Susan Goundry, Practice Manager
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 14 July 2023
I have been trying to get an appointment for 6 months. Due to work commitments I can not always be at my computer/phone at 7.45am to get an online request submitted. When I do the online requests always say that nothing is available and that I should phone the reception. The NHS app also says that online requests are not available at this time and that I need to phone the surgery. After being on hold for up to an hour a receptionist tells me that they only accept online appointment requests. I have a serious health concern and feel like I can get no support.
Visited July 2023
Review titled Crouch Oak Family Practice
Replied on 29 July 2023
Dear Anonymous Thank you for your feedback. I am very sorry that you have had issues with accessing the Practice. Over the past months we have had issues with our website both with access and technical. We now have a new website which has been live for a few weeks. We hope that this will prove to be more efficient and helpful for our patients to access appropriate services for their needs. We have listened to patient feedback and now have more staff answering the telephone at our most busiest times of the day. Please be assured that if you choose our ring back option, a member of the Team will contact you as soon as they become available. For information our website and telephones open at 8.00 am Monday to Friday. As you have reviewed anonymously, I am unable to contact you directly to discuss your issues. If you would like to contact me at the Practice on 01932 840123, I will be happy to take further information in order to investigate you issues further. Best wishes Susan Goundry - Practice Manager
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Review titled I’m severe pain and for pain prescription for one month
Rated 2 stars out of 5
by Anonymous - Posted on 15 May 2023
As there is no other way to contact (having called several times) I am left no choice to leave this here sadly. One month ago my pain consultant for my chronic illness sent a letter for a medication the GP was to prescribe, as I’ve been in severe pain and not sleeping and barely able to move at times as a result and very distressed. I have now called the surgery 4 times to chase this and the consultant has written again, to no avail. I was assured the GP would call me 6 days ago and still no call. I find it extremely disappointing that severe pain is not taken more seriously and that I am now waiting a month for a GP to help me on this matter.
Visited May 2023
Review titled Crouch Oak Family Practice
Replied on 17 May 2023
Dear Anonymous I am very sorry that you have felt that you have no choice but to put this information regarding your pain management on the NHS Review site. As you have reviewed anonymously, I am unable to contact you directly to discuss your issues. If you would like to contact me at the Practice on 01932 840123, I will be happy to discuss your issues with you. Best wishes Susan Goundry - Practice Manager
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Review titled Great visit!
Rated 5 stars out of 5
by Anonymous - Posted on 18 April 2023
I received an email inviting me for a health check. Clicked the link and plenty on appointments available including the next day. The receptionist was friendly and booked me in. The nurse who performed the health check was amazing. She was extremely thorough and super friendly, putting me at ease throughout. Extremely efficient and clearly explained what happens next. Very happy with my appointment process. Thank you
Visited April 2023
Review titled Crouch Oak Family Practice
Replied on 18 April 2023
Dear patient Thank you so much for your feedback - it is good to hear when something has gone well. I will pass on your comments to our Nursing Team who will be happy to receive your feedback. Best wishes Susan Goundry - Practice Manager
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Review titled worst service i have encountered in 16 years
Rated 2 stars out of 5
by Anonymous - Posted on 11 April 2023
i find this practice to be impossible for me to book an appointment with due to time constraints imposed by my job. the phone line always seems to have a queue that will always be over the 30 minutes i have available on my lunch break and the 10 minutes i have on my shorter breaks, the online option is always disabled whenever i have a chance to check and because the opening hours line up perfectly with my work shifts i cannot attend in person to make an appointment without using a day of holiday. i understand the online side of this is a NHS problem as a whole but its honestly kinda ridiculous given i have been trying to contact them since moving to the area
Visited March 2023
Review titled Crouch Oak Family Practice
Replied on 11 April 2023
Dear patient Thank you for your feedback and I am sorry that your experience with the Practice has been less that positive. Please note that we have a call back facility on our telephone system, whereby you do not need to wait for your call to be answered. Once your call has reached the top of the queue you will be called back by one of our Admin Team. Our website opens at 7.45 am if you would like to put in a request. As you have mentioned there is a national NHS website issue at the moment, which has been exceptionally challenging for all Practices. I can understand your frustrations if you have been trying to contact us today, the day after the Easter Bank Holiday. It is always a busy time after a bank holiday and unfortunately today we have been further impacted with staff sickness. I will discuss your feedback with the Team at our next Training and Education session which will be held this Thursday. If you would like to discuss this further, please do contact me at the Practice on 01932 840123 - preferably after 2 pm when the telephone lines are less busy. Best wishes Susan Goundry - Practice Manager
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Review titled Poor service
Rated 3 stars out of 5
by Philip Baker - Posted on 20 March 2023
I spoke to a receptionist and was told to make an appointment on line. On 3 occasions the response on line was that the system was full and should try again the next day. Original contact was on Thursday. Last contact Monday - thats 5 days without receiving any advice or appointment. I contacted the practice again and they suggested I try again tomorrow before 8.00 am. On another note I had a 2 month repeat prescription declined because they said I had enough medication for another month. Actually they had doubled my dose so I ran out after a month. I phoned lunch time today but was unable to sort it out because there was no one covering lunch who could help. I was told to phone in the afternoon to speak to someone. Hopefully there will be someone available. My experience with the administration of this practice has been poor. My son is a GP so I know what level of service to expect.
Visited March 2023
Review titled Crouch Oak Family Practice
Replied on 21 March 2023
Dear Mr Baker Thank you for taking the time to write a review. My name is Susan Goundry and I am Practice Manager at Crouch Oak Family Practice. I am sorry to hear that you are disappointed with the level of service you have received, and I am concerned that you have tried to contact the Practice over a 5 day period without receiving any advice. If you would like to contact me at the Practice and provide further information, I will be happy to investigate this. Unfortunately, we have had significant issues with our website over the last few weeks. This is a national issue, which is out of our control. For safety, there have been times when we have had to turn off our website enquiries and revert to patients telephoning the Practice with their requests. This is not ideal and frustrating for both Patients and the Team. I do hope that you have had your prescription request resolved. Please let me know if this is not the case. All comments/reviews are discussed with the whole Team at our education meetings. We welcome all feedback in order for us to learn and make any necessary changes. Please do contact me at the Practice on 01932 840123 should you want to discuss this further or you have any issues with obtaining your prescription. Best wishes Susan Goundry