Farnham Park Health Group - Ratings and reviews
Reviews
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Review titled Avoid!
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2023
I joined the practise 2 months ago and have had several interaction - all pretty terrible! The reception team are, on the whole, lovely. A rare thing in gp surgeries! They are helpful and supportive. One gp is brilliant, if only their colleagues were of similar standard! I was given a different patients blood test forms as well as my sons, breaching GDPR. I was then made to drive my sick child back to the surgery to return the forms and correct their error. You cannot call for an appointment, you use an online service which is often closed by 09:30 so you can’t get a call back or a message to your gp if something happens after that time. A gp didn’t read my request following a car accident and closed it down incorrectly, further delaying treatment. 25mins on hold trying to get someone to answer the phone so I could try to sort it out (approx. 15:00) I was the next day called by someone to book in to what I now know to be the muscularskeletal team. Unfortunately this was being mid-pronounced and when I asked what that was, they didn’t know but had booked lots of people in that day! Without any contact from a gp, the context was lost. Either the admin needed better education, or there was a step in the process missing. I tried to book my sons immunisations and flu jab. They wouldn’t let me book it together (unlike previous experiences), I had to have 2 appointments. When I got there, the nurse was baffled and administered all in one go. I didn’t actually register with this practise. I registered with the sister surgery and got allocated to this one. So much for patient choice! I will be leaving.
Visited January 2023
Review titled Farnham Park Health Group
Replied on 12 February 2023
Dear Patient, I am extremely sorry to hear you have been dissatisfied with the service and care you have received from Farnham Park Health Group. I’d like to assure you that all data breaches are dealt with, reported and followed up as per our Data Breach policy. I was concerned to hear that you had been asked to return a form to the surgery when your son was ill, and I’d like to have the opportunity to discuss this with you so I can investigate it further. I note your kind comments on the reception team which I have passed on to them, and on one GP who you have stated is brilliant. I’m sorry to hear your comments about our online system and your request being closed down incorrectly, your experience of an appointment being booked for you with our musculoskeletal team and your sons’ immunisations and flu jab. As your comments were posted anonymously, I am unable to identify or contact you directly to discuss your concerns. If you would like to meet with me so we can discuss these issues, then please contact me via nehfccg.adminfphg@nhs.net Kind regards Anne Green Practice Manager
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Review titled Thank you
Rated 5 stars out of 5
by Mark Stevens - Posted on 06 February 2023
I just wanted to say thank you. We have had need of the practice three times in as many months and each time have recieved exemplary service. Thank you all again for everything you have done and try to do day in day out. Regards Mark Stevens
Visited January 2023
Review titled Farnham Park Health Group
Replied on 12 February 2023
Dear Mr Stevens, Thank you for your lovely comments. I am so pleased to hear you have received exemplary service from the practice. Thank you for taking the time and trouble to leave this review which I will share with the team at Farnham Park Health Group. We really appreciate your kind words. Kind regards Anne Green Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Mrs Norris - Posted on 06 January 2023
My young son had a very bad cough and he became more poorly quite quickly. I did an Ask my GP and they were able to see my son that afternoon. Couldn't have asked for anything more.
Visited December 2022
Review titled Farnham Park Health Group
Replied on 15 January 2023
Dear Mrs Norris, I'm pleased we were able to resolve your problem after your son became poorly quite quickly. I do hope he is now completely better. Thank you so much for your lovely feedback, which I have shared with the team. Kind regards Anne Green
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Review titled Amazing practice
Rated 5 stars out of 5
by Tasha - Posted on 30 August 2022
I have recently moved to the Farnham area and signed up to this doctors surgery. I wanted to e-mail in to say how incredible my experience with the practice has been so far. I have found from the moment of ringing and trying to get information or trying to book an appointment, to getting the appointment booked and then dealing with the doctors / nurses and reception staff, has been such a pleasant experience. Everyone has been so friendly, so helpful and the service has been extremely quick. My last surgery I would have to wait over 2 weeks at times to get an appointment, staff came across very rude and made me feel uncomfortable ringing and just seemed an inconvenience that I needed an appointment. On Monday I rang regarding aches and pains, swollen throne etc and within half an hour of being on the phone to the receptionist I was booked in for an appointment in half an hours time. I have also used asked my GP to book in other Appointments and within 5 minutes of completing the request I had a receptionist ring to book me in the following week. I am honestly so impressed with the level of attention to detail and how personable the practice is. I just wanted to pass on how impressed I am with the over all service of the practice and how everyone that works there appears very happy and welcoming. I feel I have made the correct decision in signing up to you. Many thanks for all your hard work.
Visited August 2022
Review titled Farnham Park Health Group
Replied on 05 September 2022
Dear Tasha, Thank you so much for leaving such lovely positive feedback, following your move to Farnham and registering with the Practice. We are so pleased you found the staff friendly and helpful and were seen quickly. The whole team work hard to deliver the best possible care to our patients, and I have passed your comments on to them. Thank you once again. Kind regards Anne Green Practice Manager
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Review titled No longer looking after patients
Rated 1 star out of 5
by Anonymous - Posted on 15 June 2022
Have been trying to get an appointment for my son with hearing issues since April. The myGP service is rarely open, telephone lines have a long wait or not answered. The few occasions when I have been able to leave a message on myGP I have had a message back saying they can’t deal with issue as not urgent. I respect this isn’t an urgent issue but that he hasn’t be able to hear properly now since April is something that needs to be looked at. My experience of the doctors when you actually get to see them is good but trying to get an appointment is impossible.
Visited June 2022
Review titled Farnham Park Health Group
Replied on 19 June 2022
Dear Patient, I am extremely sorry to hear you have been having problems contacting the surgery and getting an appointment for your son, who has hearing issues. Following patient feedback we are currently reviewing the appointment system. As your comment was left anonymously, I am unable to contact you directly to look in to this further. If you could contact our admin team on nehfccg.adminfphg@nhs.net and leave your details, I can investigate the matter on your behalf. Kind regards Anne Green Practice Manager
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Review titled Inadequate service
Rated 1 star out of 5
by Holly - Posted on 21 June 2022
Joining this practice was difficult, establishing that I had successfully joined was difficult. Understanding the booking process was difficult, making contact either by telephone, email or in person is difficult. Please ensure that you make practice booking procedures clear to new patients. Once I had been fortunate to make an appointment I sat waiting and waiting and waiting to be called by the GP. Expecting to see a certain GP, the reception screen called me to see a name that didn’t correspond with my booking. When I entered the consulting room I was met with a GP that spoke to me as if I was an utter inconvenience. I was hoping for help with the anxiety I’m experiencing, ALL dealings with this practice have only increased my anxiety. I have chosen to look for another surgery.
Visited June 2022
Review titled Farnham Park Health Group
Replied on 27 June 2022
Dear Holly, I am extremely sorry to hear that you’ve experienced such difficulties both in joining the practice and then with the booking system. Following patient feedback we have been reviewing our appointment system and our online portal. Changes have now been implemented to allow improved access via AskmyGP, for both on the day and book ahead appointments. I’m sorry that the GP you consulted with was a different doctor to whom you were expecting to see. It may be that due to staff sickness we had to alter our surgeries that day. I’m unable to audit this as you have only posted your first name, but if you would like to speak with me in person to discuss this further, please contact the practice via nehfccg.adminfphg@nhs.net Kind regards Anne Green Practice Manager
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Review titled Rubbish Service
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2022
Awful place. Almost impossible to see a GP, they have this online booking system that is often shut or only available for short periods of time. You have to leave a message requesting an appointment, call back or email reply and often don’t get anything. Would suggest very strongly that this practice is not fit for purpose.
Visited May 2022
Review titled Farnham Park Health Group
Replied on 29 May 2022
We are very concerned that you are dissatisfied with the online booking service at Farnham Park Health Group. I would very much like to follow this up with you in person to discuss the issues you have raised. As the feedback on NHS choices is anonymised, I am unable to identify or contact you directly to discuss your concerns. If you would like to meet with me in person so I can investigate the matter, please contact the surgery on nehfccg.adminfphg@nhs.net Kind regards Anne Green Practice Manager
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Review titled 2 hour and still weaiting for them to answer phone?
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2022
When I started waiting there were 9 ahead of me. I know when I speak to the receptionist they barely take 2 minutes to deal with me. however they appear to spend 20 minutes on several callers. I have been waiting 2 hours so far - with only 9 people in front of me? - this is just not credible
Visited May 2022
Review titled Farnham Park Health Group
Replied on 29 May 2022
I am very sorry that you have been having issues with the phone system at Farnham Park Health Group. As the feedback on NHS choices is anonymised, I am unable to identify or contact you directly to discuss your concerns. If you would like to meet with me in person so I can investigate the matter, please contact the surgery on nehfccg.adminfphg@nhs.net Kind regards Anne Green Practice Manager