Crouch Oak Family Practice
45 Station Road, Addlestone, Surrey, KT15 2BHContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Crouch Oak Family Practice.
Reviews
-
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
-
Review titled Front desk should be nicer to the patients
Rated 3 stars out of 5
by Anonymous - Posted on 01 February 2023
We are all over worked and stressed but there is no reason to be nasty to your patients.. I had a comment today from one of the receptionist when I asked her to print my scan report as my NHS app was not connecting she walks around prints the scan report and says ,” I don’t think you will understand any of this” Why pass a judgement when you do not know the patient or know anything about them. Insult is one but this is not acceptable at many levels from a person working for NHS. I definitely understand more than what she thinks or knows but I didn’t want to say anything to show my level of a qualified healthcare professional who knows the meaning of the words in the scan. So appalling that this person is sitting on the front desk of a GP surgery She definitely showed her level today Improve your attitude You work for the NHS
Visited January 2023
Review titled Crouch Oak Family Practice
Replied on 01 February 2023
Dear Patient Thank you for your feedback. I am so sorry that you had a poor experience today at the Practice. Please be assured that I will investigate the issues that you have raised, and instigate further training as needed. All reviews, whether positive or negative, are shared with the Team so that we can learn from these experiences and improve the service to our patients. Best wishes Susan Goundry - Practice Manager
-
Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 01 August 2022
Received a telephone call from a doctor after requesting an appointment using the online system. It was not rushed and I was given time to talk about my concerns and I am very happy with the service I received today. The staff are all very nice and helpful, including nurses and receptionist.
Visited August 2022
Review titled Crouch Oak Family Practice
Replied on 02 August 2022
Good morning Many thanks for taking the time to write a review for The Crouch Oak Family Practice. It is heartening to receive comments such as yours, telling us about your positive experience with the system and the staff. I will pass on your comments to the Team and I am sure that they will be gratefully received. Best wishes. Susan Goundry, Practice Manager
-
Review titled Good response, lovely team
Rated 5 stars out of 5
by Lisa Arthur - Posted on 16 August 2022
I just wanted to express what a wonderful experience I’ve had with Crouch Oak. They are always so quick when submitted a form to get back to you and most often will see you on the same day. The doctors are always so kind and helpful even though they are under so much pressure right now. I just wanted to express my gratitude and reassurances that they are doing a fantastic job
Visited August 2022
Review titled Crouch Oak Family Practice
Replied on 17 August 2022
Good morning Lisa Thank you for taking the time to write a review for the Practice. We are happy that you are having a positive experience when accessing our services. Even though the pressures are great within all parts of the NHS, we are still here for our patients and endeavour to do the best that we can with the resources we have. I will pass on your comments to the Team and know that it will lift morale to read your uplifting review. Best wishes and have a nice day Susan Goundry, Practice Manager
-
Review titled Disgraceful
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2022
If you don’t have a computer! Or you are unable to be mentally awake at 7 in the morning to work a computer!! You don’t stand a chance ever to get an appointment. It’s about time the surgery staff and doctors are re-trained to do their job and start caring about people!
Visited May 2022
Review titled Crouch Oak Family Practice
Replied on 01 June 2022
Dear patient Thank you for your feedback. My name is Susan Goundry, Practice Manager at Crouch Oak Family Practice. I am sorry that you have been experiencing difficulties. Please be assured that if the website is temporarily paused this is for clinical safety reasons. This does not preclude our patients contacting us by telephone should they have a clinical need. Our receptionists will be happy to help to the best of their ability. If our telephone system is busy, there is the option for patients to request a call back, thereby allowing them to get on with their lives whilst waiting for the system to call back when reaching the top of the queue. I hope that this gives you more confidence that we are here to help you if you have a clinical need that we can help you with. Please feel free to contact me at the Practice on 01932 840123 if you should wish to discuss this further. Best wishes Susan Goundry