Friary House Surgery - Ratings and reviews
Reviews
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Review titled Thankful for the call
Rated 5 stars out of 5
by Anne-marie Ryder - Posted on 10 April 2024
I have previously complained about Friary House surgery so I think it’s important to also praise them when I feel like they have provided a great service. Today I had a telephone consultation with a Dr She was brilliant and put in place everything (tests) to ensure we got to the bottom of my symptoms. This was a real relief and I am so very grateful. Thank you!
Visited April 2024
Review titled Friary House Surgery
Replied on 11 April 2024
Thank you for your feedback & for taking the time to put it on the NHS website. I am pleased that we managed to deal with your issues in a timely manner and I hope the results of your requested tests sort out what is at the root of your health issues. Alison Shelton, Practice Manager
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Review titled Missed opportunity
Rated 2 stars out of 5
by Anonymous - Posted on 15 February 2024
Cardiology requested I obtain an ecg when I have Tachycardia in order to formulate a diagnosis and treatment plan. Tachycardia started 5mins from gp surgery. Presented with a Heart Rate 221bpm. They refused to do an ecg. Told me to drive myself / or get someone to a&e. By the time I arrived Tachycardia had resolved. Missed opportunity and waste of a&e resources.
Visited February 2024
Review titled Friary House Surgery
Replied on 21 February 2024
Dear Patient. Thank you for your feedback. I have spoken to a clinician about your complaint & they have said that with a heart rate of 221bpm sending you to ED was exactly the correct thing to do. If you would like to discuss this further, I would be more than happy to. Practice Manager
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2024
My daughter has been poorly with a high temperature so wanted to get some GP advice. I phoned the surgery where I was politely told to go online and do a referral. I completed the referral and within 20 minutes had a call to go to surgery the same morning. We were seen by a student paramedic and from the outset my 3 year old daughter feel as ease! She built such a lovely rapport with her, even noticing her bluey slippers which sparked a lovely conversation between them both. Throughout the appointment the trainee paramedic made my daughter feel part of observations which made my daughter feel comfortable in her company. The appointment was concluded with another doctor coming into to finalise the trainee paramedic findings, again this was done with the upmost professionalism and again with in such a wonderful manner. The overall experience was excellent, we were asked a couple times if we had any questions and was told the information we needed clearly. Thank you so much! Both are an asset to the NHS and again reminds me why Fiary house Surgery deliver the best service. Good luck to the trainee paramedic throughout her training and career!
Visited February 2024
Review titled Friary House Surgery
Replied on 04 March 2024
Thank you for your very kind review and feedback. I have passed this on to the whole of the team and they are truly grateful for you taking the time to write it. I have also sent a copy to the trainee paramedic. Alison Shelton Practice Manager
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Review titled Here we go again
Rated 1 star out of 5
by Anonymous - Posted on 06 December 2023
Same old same old. I endeavoured to get medical advice via Klinic I was informed that I would receive a call by 16:00 the following day. 05/12/23 I actually thought that I’d missed the call and sent a message apologising for missing the call. In fact I was wrong the call was a friend calling from his withheld landline number. Today I tried eighteen times to call the surgery the last call made at 17:45, still continually engaged. The whole day was the same. Short of staff will be the usual excuse. Very lame, surly it’s time to change the script. In the mean time still in discomfort/pain. I decided to go through the online process again only to be informed via red highlighted statement the same issue cannot be logged two days in a row. Every person I know who have Friary House as their surgery have expressed frustration. We’re reminded when calling to treat staff respectfully and politely and rightly so. The patient deserves a better service guaranteeing a degree of satisfaction. Unfortunately it’s very much becoming the norm with people are treated as an inconvenience. I am very curious regarding in-house training as nothing seems to improve. We deserve better.
Visited December 2023
Review titled Friary House Surgery
Replied on 21 February 2024
Dear Patient. Thank you for your feedback. Unfortunately I can't investigate your specific complaint but I would be more than happy to discuss these with you. Practice Manager
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Review titled Good luck getting through
Rated 1 star out of 5
by Anonymous - Posted on 01 December 2023
Called at 1720 , phone rang for 40 minutes, no answer, I understand this phone call was later in the working day but why have opening hours until 6pm but you still don't answer. The online service temporarily disabled- helpful! I've not had to call the practice very often as I am a new patient, but every time I have tried to get through there is no answer !!! I'd give anything to be back at my old practice where they actually answer the phone and you get to see a doctor the same day. The clinic itself is also so dated and doesn't smell great.
Visited December 2023
Review titled Friary House Surgery
Replied on 21 February 2024
Dear Patient. I am sorry you have had reason to complain. Unfortunately I can't investigate the specifics of your complaint but I would be more than happy to discuss them with you. Practice Manager
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Review titled Useless at communiation
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
Did an e-consult online leaving my mobile number to be contacted on. However the doctor tried to call me on my landline number, this is not the first time this has happened. I don't see the point of filling in an e-consult with my mobile number if they are just ignore it. Front line telephone message for the surgery asks for people to use e-consult to free up the telephone number for people who cannot use e-consult, I was asked to phone the surgery back which would mean that I'm not freeing up the surgery telephone number. Absolute waste of time. When trying to return the phone call it was engaged every time until the 4th time when it took 41 minutes to get through and then I'm told that its the doctors fault for not phoning my mobile and when I spoke to the doctor they say they didn't have a mobile number so they blame the admin team. My instructions on the e-consult should have been followed and it wouldn't have waisted my time or the doctors. Very dissatisfied.
Visited December 2023
Review titled Friary House Surgery
Replied on 21 February 2024
Dear Patient. Thank you for your feedback & I am sorry to have reason to complain. I would be more than happy to have a discussion with you to address the issues have raised. Unfortunately I can't investigate your case. Practice Manager
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Review titled Cant get though on phone 55min
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2023
Was I A&E sent to docs for bloods still waking for results still unwell can't make an appointment can't talk to anyone no response on phone been waiting 55 min in queue then rings for 20 min out load bo one answering ....I feel sorry for elderly whi can't use a mobile and no transport rubbish service no kne answering
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient Thank you for your feedback. I am sorry you have had reason to complain. If you would like to discuss the problems that you have had further, please let me know. Alison, Managing Partner
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Review titled Doctors are good, contacting them awful
Rated 4 stars out of 5
by Jon - Posted on 13 November 2023
I don't use the surgery very often fortunately, and the doctors are good. Contact with the surgery was good, but since the Kilink system has come in the service has gone through the floor. You can't contact the surgery effectively and it has left me with two emergency referrals to pharmacists because contacting them doesn't get a reply for days at a time. I was almost taken to hospital due to them but responding to calls/Klinik. Please invest in a better system because this one is terrible.
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Jon Thank you for your feedback. I am sorry you have had reason to complain. I would very much like to discuss this with you in more detail so would urge you to contact the surgery with your details so that this can be done. Thanks Alison, Managing Partner
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 17 November 2023
Following a recent health scare I would like to thank the team who always listen, are polite and efficient. I was unable to get through on Klinik so called and explained my health concern which then went to triage. I had a text later that day advising me that I had a telephone consultation booked for that day and 15 minutes later I got a call and had blood tests booked in next morning. I think it's easy to forget that staff are working under challenging circumstances due to an increase in demands from us all and our expectation that we must see a GP when there are such great healthcare professionals there who can see us.
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient Thank you for your feedback & kind words. I will pass this all on to the rest of the team. Alison, Managing Partner
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Review titled Rude & obstructive Reception Staff
Rated 2 stars out of 5
by Mrs Nicola D Read - Posted on 06 November 2023
i have been with this practice in excess of 30 years. firstly I must say that once 'youve run the gauntlet'of getting medical assistance by a clinician, all of the medical staff are extremely professional, empathetic and caring. You are promptly treated or advised as is necessary. The problem lies with the Reception staff As an ex medical receptionist at 2 local surgeries I completely understand and empathise with the monumental volume of enquiries, excess telephone queries & requests for other clinical matters & pressure these employees face during every one of their shifts.(I was one of them until i basically 'burnt out & had to concede my career) I also ensure that whether visiting or speaking to the Practice I am polite,understanding of time frames & the pressure of the staff at all times. However over the last month i had developed some worrying additional symptoms and i must say that the Receptionists gave been extremely abrupt & flippant attitude. One of these Receptionists in particular who is normally at the window on the front desk- whom i am not permitted to name on this review actually argued with me recently at reception. I had gone into the surgery to book a blood test which had been requested by the surgery in a recent text She stated loudly that 'Youve already had that blood test on 10th October- i hadnt but was not beleived until eventually she realised she was incorrect and muttered a very insincere 'oh no' followed by a loud sigh& apology half hearted 'my mistake) under her breath. This was in pure contrast to the the very loud 'telling off' I had had endured in front of several people waiting behind me. Unfortunately this has not been the first time this staff member has been completely obstructive & rude to me and also on several occasions to my husband too!- customer/patient service, diversity and equality training is required. Finally i have asked for either an appointment with or email address for the Practice Manager but sadly this information has been denied to me. I would be extremely suprised if this Practice hasnt already experienced a 'critical incident' due to the lack of knowledge/unhelpful /uncaring Medical Receptionists attitude which woild be such a shame because as i have said- when u are seen or spoken to by a healthcare professional, the care and understanding has always been second to one in my experience. I am sorry that this is such a negative review but i really think the 'zero tolerance of rudeness' should work both ways as the receptionists have no qualms about being rude and unhelpful to their patients- their patient care is unfortunately non existent.
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Mrs Read Thank you for your feedback. I am very sorry that you have had reason to complain. I would be more than happy to discuss this further with you as I would also like to know which member of the team you are referring to. If you would be happy to have a conversation with me, please let me know. Alison, Managing Partner