Fernville Surgery - Ratings and reviews
Reviews
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Review titled New online systems don’t work that well
Rated 4 stars out of 5
by Phillip Marsh - Posted on 18 June 2023
The surgery point you towards a system to contact the surgery for administration requests. Florey accurx online does not work outside normal Fernville Surgery open times.
Visited June 2023
Review titled Fernville Surgery
Replied on 19 June 2023
Thank you again, Mr Marsh, I do understand that you would like make a booking when it is convenient for you to do so online (including at times when the surgery is closed). I understand your point that this facility is no longer available to you. So you would like us to review our systems taking this point into account. I've communicated this to the planning team this morning. If you would like to discuss this further you are very welcome to contact our Patient Services Manager, Mandy, who will be pleased to help you. Thank you very much for your input. Mark
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Review titled Great practice
Rated 5 stars out of 5
by Julia - Posted on 06 July 2023
Id like to say that I have had a very positive experience in relation to Fernville surgery. The receptionists are extremely helpful, and I particularly like the new online / same day appointment service. Replies to online enquiries are very quick, with a call from a GP (or face to face appointment) within a few hours of completing the form. I have received urgent help very quickly, and Im so pleased to belong to this practice.
Visited June 2023
Review titled Fernville Surgery
Replied on 08 July 2023
Many thanks, Julia, I'm delighted you are happy with the practice. We will continue with the online service, which the majority of patients seem to like, and try to make further improvements over time. I'm glad you find the receptionists helpful. We have some new faces in the team, but they all seem to be friendly and helpful. Thanks again for your kind comments. Mark
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Review titled Very good practice
Rated 5 stars out of 5
by Dawn Beaumont - Posted on 23 May 2023
I have unfortunately had to attend the surgery twice in 10 days for different problems and can honestly say that I received excellent service on both occasions. In both cases I initially completed the new online request and got a very prompt response and face to face appointment. Both doctors that I saw are excellent and all the staff that I came in contact with were pleasant and helpful.
Visited May 2023
Review titled Fernville Surgery
Replied on 28 May 2023
Thank you so much for this very kind comment. The online request system does seem to be working well for patients. It helps us identify those who need to be seen face-to-face, so we can provide a service promptly. In other cases we can often resolve the problem with a convenient telephone appointment or advice. Many thanks for taking the time to leave a comment - and I do hope both problems have been resolved. Mark
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Review titled The reception phones always seem to be off the hook
Rated 4 stars out of 5
by Pip - Posted on 12 April 2023
Not quite sure why things have changed at reception. The reception phones always seem to be off the hook these days so you continually get the person is on the phone and call back. It used to be you got held in a queue until it was your turn to speak to someone, now you waste your time phoning and getting the same old answer they are on the phone call back.Why?
Visited April 2023
Review titled Fernville Surgery
Replied on 13 April 2023
Thanks for your question, Pip, I'm pleased to say that we are already working on the installation of a brand-new phone system to replace the current equipment, which is nearly 20 years old. The guys have been in the surgery installing cabling this week. The new system has much greater flexibility to manage call routing - and queuing where necessary. Hopefully, you will see an improvement when this work is complete. Our receptionists are working very hard at the moment, helping the doctors manage our new online booking system. Whilst this allows the doctor to serve a greater number of patients, it has increased the number of outgoing calls our receptionists need to make. This is one reason we are investing in technology to help them in their work. Thanks for getting in touch. Best regards Mark
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Review titled Hard to get an appointment. Copy/paste responses from staff.
Rated 1 star out of 5
by Anonymous - Posted on 10 March 2023
I've been trying to get an appointment for my daughter. To get an appointment you're forced to fill out an online form, which I did. I got a stock copy/paste response from a doctor advising to either rest and take painkillers or go to the hospital. Which is something anyone, even without a medical degree, would have figured out. When I call the reception the staff pick up the phone and immediately hang up just to stop it ringing. If the job of this surgery is to see as few patients as possible and just pass the problem onto someone else what's the point of giving them funding? You're better off going elsewhere.
Visited March 2023
Review titled Fernville Surgery
Replied on 13 March 2023
I'm sorry to hear you are unhappy with our service. It's certainly not our job to see as few patients as possible! I'm afraid I don't have an exact figure to hand - I'm unfortunately at home with Covid right now - but we see roughly 1,500 patients per week. I really do need the funding to employ the doctors and nurses who do this work! We must have some system to manage appointments, and you can see on these pages that we have received some very positive feedback regarding the new online system. One objective is to offer appropriate alternatives when a patient does not need to see a doctor. All requests received through the online system are properly assessed under the direction of the Duty Doctor, and medically appropriate advice is given. I don't have enough information to comment on your particular situation - and wouldn't do so on a public forum. But you are welcome to contact our Patient Services Manager, Mandy, if you would like a more detailed response. I'm sure she would be interested to hear about your attempts to contact us by phone. I'd be astonished if we have a receptionist who is cutting off live calls from patients. But there may be a problem with the phone system that we need to know about. Many thanks for letting us have your feedback and I hope this response is helpful. Mark Jones - Managing Partner
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Review titled Excellent Practice
Rated 5 stars out of 5
by David Rogers - Posted on 10 February 2023
It sometimes takes a while to get an appointment however when contact is made and if you are seen the staff and doctor are very friendly and professional giving enough time to deal with your concerns
Visited February 2023
Review titled Fernville Surgery
Replied on 11 February 2023
Many thanks for your comments. I'm delighted to hear you experience a friendly and professional service. You also make a very fair point about the time to get an appointment. Access to a healthcare professional is an issue for practices across the country, especially in winter when demand is high. We are working very hard to improve in this area, sharing ideas with other local practices. The new online service seems to be helping. As patients get used to this it will reduce the number of phone calls to the surgery, as well as providing easier access to the doctor or nurse. Thanks again! Mark
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Review titled Gp was very good
Rated 5 stars out of 5
by Peter david marsh - Posted on 07 February 2023
Really quick response went onto internet to book got seen on the same day really pleased .the GP sorted blood test and was very thorough, asking a lot of questions about my problem
Visited February 2023
Review titled Fernville Surgery
Replied on 08 February 2023
I'm really pleased we were able to help you so quickly. The online service seems to be working well, and improving access for patients. Thank you for taking the time to comment. It's really helpful to know how patients are finding the new arrangements. Mark
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Review titled Great doctors
Rated 5 stars out of 5
by Mrs sl males - Posted on 20 March 2023
Always so kind they have helped me a lot I always appreciate them go lovely nurses and staff and always willing to try and help you in any way I would never leave that practice
Visited January 2023
Review titled Fernville Surgery
Replied on 20 March 2023
Many thanks for your kind comments, Mrs Males. It's our pleasure to help you! I'll pass your message to the team. Best wishes. Mark
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Review titled Admin
Rated 4 stars out of 5
by Anonymous - Posted on 04 February 2023
I needed multiple forms and information to be filled in and sent back to me, this was completed within a few days, far quicker than i had anticipated, very efficient and made easy by managment
Visited January 2023
Review titled Fernville Surgery
Replied on 06 February 2023
Thank you for these kind comments. We have some great people in our administration team, working very hard to deal with a large amount of paperwork. I'm delighted we provided a good service for you. Mark
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Review titled always a quick efficient surgery
Rated 5 stars out of 5
by Anonymous - Posted on 12 December 2022
only great things to say about Fernville. very efficient and quick to respond used their online consultation today. got a call within 2 hours and an appointment offered within that hour. Nice GPs
Visited December 2022
Review titled Fernville Surgery
Replied on 13 December 2022
I'm really pleased you had a good experience with our new online service. And many thanks for taking the time to comment. Best wishes Mark