Forest Hill Group Practice
1 Forest Hill Road, Dulwich, London, Greater London, SE22 0SQContact details and opening times
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Reviews
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Review titled Obtaining an appointment !
Rated 3 stars out of 5
by Anonymous - Posted on 21 February 2023
Hate to add to similar comments but highly frustrating when attempting to obtain an appointment - the e-consult system frequently unobtainable, text messages saying you need to make an appointment but then unable to do so, see a Practice Nurse who recommends that you have an appointment but then barriers put up at the reception desk five minutes later, try to then book an appointment via e-consult, but not available - have been visiting the surgery for twenty or so years but it certainly feels very hard work to actually get in front of someone. Stressful as well - as a mid morning or mid afternoon appointment means booking a half days annual leave with work.
Visited February 2023
Review titled Forest Hill Group Practice
Replied on 17 April 2024
Dear patient, Thank you for your feedback, I am sorry that you had difficulty in accessing econsult which has now changed to Accurx. It is opened at 8:00am on work days. When the number of online requests reaches capacity, the system closes automatically. If you like to discuss this further please contact the surgery and speak to the practice manager. Many thanks FHRGP
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Review titled Inefficient service wasting patients' time and energy
Rated 1 star out of 5
by Tessa - Posted on 25 January 2023
I have been a patient at this practice for many years and have always had excellent treatment and advice from all of GPs and Practice Nurses I've seen. However, the convoluted, frustrating and ridiculous system of actually speaking to anyone about your medical, treatment or prescription needs is flagrantly failing patients. Long waiting times on the practice phone line to speak to unhelpful reception staff who say they cannot help you, and attempting to book an appointment or a request for something as simple as a blood test request form, become Herculean tasks! The receptionist today told me that sometimes e-consult closes as early as 8.30am (it only opens at 8am!). When you are ill or need urgent advice, this interface with the practice will be the straw that breaks your back and your will! If the reception staff cannot help and direct you to an online system which only serves as a firewall to patients, then the whole practice becomes useless and redundant. The systems used for the running of this practice need reviewing urgently. It reflects very negatively indeed, on some of the excellent practitioners within. Come on Forest Hill Group Practice, read the reviews, listen to your patients and clients and initiate change before your patients vote with their feet and move to other, better run practices.
Visited January 2023
Review titled Forest Hill Group Practice
Replied on 02 February 2023
Thank you for taking the time to review our services, we appreciate your time as we can only improve by receiving feedback. We are sorry to hear that you are not happy with the level of service you have received. When calling the practice for an appointment our Reception is supported by a Duty Doctor in booking urgent on the day appointments or signposting the patients to a more appropriate services. e-Consult (Online Triage tool available through this link https://fhrgp.webgp.com/) is recommended to use to seek advice on Ongoing Routine Health and Admin issues. Online e-Consult enquiry with photograph (if relevant) about symptoms or condition is sent to the practice for advice. e-Consult captures over 100 common clinical conditions with built-in red flags to highlight critical symptoms that may require immediate or urgent intervention . e-Consult is available from 8:00am Monday to Friday. Due to the recent extremely high demand, e-Consult might be reach its capacity early and shows a message: “Please note that if eConsult reached its capacity for the day you can submit a consultation again from 8am tomorrow. Many thanks, FHRGP
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Review titled Impossible to book
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
Been trying to get an appointment to get an assessment for something at the Lewisham psychological self-referral thing's reccomendation, and just getting referred to the e-consult, which'd be fine if the thing was ever available! It's been """out of appointments for the day""" for two damned months, and it's still off for the holidays despite the 3rd having been and gone! I get that the goverment has nhs staff run ragged for pennies, but some transparency would be nice.
Visited January 2023
Review titled Forest Hill Group Practice
Replied on 02 February 2023
Thank you for taking the time to review our services, we appreciate your time as we can only improve by receiving feedback. We are sorry to hear that you are not happy with the level of service you have received. e-Consult is available from 8:00am Monday to Friday. Due to the recent extremely high demand, e-Consult might be reach its capacity early and shows a message: “Please note that if eConsult reached its capacity for the day you can submit a consultation again from 8am tomorrow. Many thanks, FHRGP
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Review titled Useless and ridiculous and unbelievable
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2022
I rang on behalf of my son and I was told by a receptionist he’d get a phone call from a doctor nurse practitioner and he would be diagnosed over the phone and the doctor or nurse practitioner will decide if my son needs medical help and he’s completely deaf in both ears! And the receptionist told me he might be referred to somewhere else and might need his ear syringed if they feel it necessary! I told the receptionist what’s the doctor or nurse practitioner gonna do examine his ears through the phone with an ear examiner they use! Then I went back in person and I spoke to the lady I spoke with this morning and then she changed her tune and then she told my son might get a text message with a diagnosis or he might or might not get a call to be told his diagnosis and this is all over the phone (if he gets one) or by text! Or he might get an appointment at another doctors who might be able to see him and he might be referred and wait 12 months like he did before! This surgery is a complete and utter joke and the receptionists are now diagnosing patients over the phone and they are not qualified and that’s if you can get t speak to a receptionist I waited 1 hour and I spoke on behalf of my son as he can’t hear nothing! And get an appointment is like gold dust and years ago this practise was the best but not no more! Rude and unhelpful is an understatement and I told the receptionist I was told I had to wait 6 months for an appointment absolutely ridiculous! Worse practise ever
Visited December 2022
Review titled Forest Hill Group Practice
Replied on 10 December 2022
Thank you for taking the time to review our services, we appreciate your time as we can only improve by receiving feedback. We are sorry to hear that you are not happy with the level of service you have received. When calling the practice for an appointment our Reception is supported by a Duty Doctor in booking urgent on the day appointments or signposting the patients to a more appropriate services. I am astonished the receptionist said you had to wait 6 months for an appointment, as our appointment waiting time via Econsult is between 1-2 working days to be contacted by a clinician & we also offer patients appointments that can booked at the Tessa Jowell centre which will most likely be for the same day/following day or weekend depending on what they have available. e-Consult (Online Triage tool available through this link https://fhrgp.webgp.com/) is recommended to use to seek advice on Ongoing Routine Health and Admin issues. Online e-Consult enquiry with photograph (if relevant) about symptoms or condition is sent to the practice for advice. e-Consult captures over 100 common clinical conditions with built-in red flags to highlight critical symptoms that may require immediate or urgent intervention . e-Consult is available from 8:00am Monday to Friday. Due to the recent extremely high demand, e-Consult might be reach its capacity early and shows a message: “Please note that if eConsult reached its capacity for the day you can submit a consultation again from 8am tomorrow. Many thanks, FHRGP
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Review titled Wonderful GP Pharmacy
Rated 5 stars out of 5
by Juliette Foster - Posted on 28 November 2022
I suffer with mild asthma and I needed an emergency prescription as I was running low on sprays. I was advised by the Day Lewis Pharmacy to contact my GP's pharmacist and the lady who handled my request was brilliant. She was professional, warm, reassuring and friendly. Not only did she explain what she would be doing on my behalf, but she also advised me on what to do in the future if the situation arose again. It makes a big difference when someone can give a one to one service that makes the user feel as if they matter. I don't know the lady's name but she did a great job and she is an asset to the Forest Hill Road team. Whoever you are, Thank You.
Visited November 2022
Review titled Forest Hill Group Practice
Replied on 10 December 2022
Hi Juliette Foster; thank you so much for this honest and complimentary review! It really means a lot to our team, who are working hard every day to provide the best service possible I will share this with the rest of the team. Many thanks, FHRGP
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Review titled Very dedicated doctors
Rated 5 stars out of 5
by Tim Holdcroft - Posted on 04 October 2022
Made to feel welcome and at ease. Procedures thoroughly explained and all questions answered. I was seen promptly without the need to wait.
Visited October 2022
Review titled Forest Hill Group Practice
Replied on 06 October 2022
What a fantastic comment, thank you so much for taking the time to review our practice and services, we will share your feedback with all our staff, this will be a welcome uplift for the team. Head Receptionist Teisha
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Review titled Helpful advice but face to face would be better
Rated 4 stars out of 5
by Anonymous - Posted on 23 September 2022
I received good advice from the GP who called, he was helpful, had a good manner, was well informed and i had confidence in him. However I feel that telephone consultations with a GP and patient who have never met can never be as effective as face to face consultations. I would also like to be able to choose the time of the appointment to be convenient for me. The website is also difficult to navigate when booking as appointment as patients are discouraged from calling to book.
Visited September 2022
Review titled Forest Hill Group Practice
Replied on 06 October 2022
Thank you so much for your review and ratings, we really appreciate you taking the time to rate our practice. Your suggestions are very useful and will be shared with the practice team. We are pleased that you are happy with the care you have received. Many thanks, Head Receptionist Teisha
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Review titled Needs improvement
Rated 2 stars out of 5
by Anonymous - Posted on 16 August 2022
Always delays and can never get through on the phone! Waiting time is ridiculous! Was on hold for 2 hours! Had an appointment which I attended, name was not on the list even though I received a text confirmation. Self check in screen not working, when reported to the staff they don’t even seem bothered. Hot day and fans were not turned on for patients. So many improvements required.
Visited August 2022
Review titled Forest Hill Group Practice
Replied on 06 October 2022
Thank you for your comments, we can only improve our service from feedback. I am sorry to hear about your experience. Our receptionist are dedicated to customer care and we always strive to help.
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Review titled Convoluted processes and unclear miscommunication.
Rated 1 star out of 5
by Anonymous - Posted on 04 November 2022
I'll start by saying I have no issues with the nurses and gp's when I see them but it's always suspicious when all the feedback is a mix of 1* and 5* reviews. The processes at this practise are the most convoluted I have ever experienced and I haven't met anyone who has a positive experience with fhp. I am a highly educated person who takes two daily common prescriptions and I struggle to understand how to get things done - I worry for patients who have more complex requirements. Simply, they do not have logical processes in place and do not make it easy for patients, the staff expect you to know as the patient what to do, despite the fact they run differently to many other practises and don't have any of their processes set out on their website or patient access. It's also the rudeness and tone of reception/the prescriptionist who assume you are meant to know what to do and if you don't, its your fault/you are sent round the houses. The info isn't accessible so you have to call or go into the practise but sometimes the the staff don't even know what you need. 1) I'm told I need a blood pressure check before I can get a prescription renewal, but I was rejected the renewal as I'm told that wasn't the case and I needed to see a nurse, so I had to call to book two separate appointments and wait longer between prescriptions which is a waste of everyone's time and vital resources. I was also told I should know this if I read the prescription sticker when it was given to me 6 months ago - useful! 2) Seeing a private consultant who requested a blood test for me through this gp. When I called to book, I was told fhp don't offer blood tests and to find another clinic. I find out you still have to physically go into fhp and wait in line to collect a form and then go to the other clinic. 3 x waste of time, on the phone, queuing in fhp and in the clinic waiting area.
Visited July 2022
Review titled Forest Hill Group Practice
Replied on 10 December 2022
Thank you for taking the time to review our services, we appreciate your time as we can only improve by receiving feedback. We are sorry to hear that you are not happy with the level of service you have received. The doctors at the practice regularly review the medication patients are taking. This is called a medication review and this may involve blood tests/ Blood pressure checks. It is very important that our patients attend these appointments, as it keeps you safe whilst taking medication and can identify medicines that could be stopped or need a dosage change, or new medicines that may be needed. There is a waiting list for medication reviews. Patients are contacted when the new slots are opened. Meanwhile medication can be requested in the usual way. Renewal of medication can be requested through a nominated pharmacy, Patient Access or through our post box. Please request renewal not earlier than 5 working days, not later than 2 working days. FHRGP does offer blood test for patient at the practice that might find it difficult to get to other clinics/hospitals, due to working hours or travel and we can also print your blood test the day of your appointment. regarding the queue I can only apologise on the waiting time, our receptionist are doing the very best they can every day and will continue to do so. We can only ask that patients understand and appreciate that our team is helping many people and to bear with us until it's their turn to be helped. Many Thanks, FHRGP
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Review titled Great experience
Rated 4 stars out of 5
by luke tchalenko - Posted on 21 June 2022
Telephone conversation with lovely doctor. Very knowledgeable, kind, helpful with excellent further testing and possible treatments suggested.
Visited June 2022
Review titled Forest Hill Group Practice
Replied on 06 October 2022
Thank you so much for taking the time to rate our practice and we are pleased to hear you are happy with the services provided by the practice. We will share your comments with the team Many Thanks. Head Receptionist Teisha