Lingfield Surgery - Ratings and reviews
Reviews
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Review titled Good practice
Rated 5 stars out of 5
by Jane Binns - Posted on 28 February 2023
I was very impressed with the service I received. I emailed the practice yesterday, advised to ring at 8.30 this am for an appointment which I did. Saw a gp this afternoon at 4.30 How efficient is that. ReLly really pleased
Visited February 2023
Review titled Lingfield Surgery
Replied on 01 March 2023
Dear Mrs Binns, thank you for taking the time to post a review. I will pass your comments on to the practice staff who I know will appreciate your positive feedback. Wendy Maguire Practice Manager
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Review titled Awful trying to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2023
Tried for two weeks to book an on the day appointment, told everything booked and go to a walk in, also tried to book a pre bookable appointment only to be told these were all booked too!! No effort at all on the part of the receptionist to assist
Visited February 2023
Review titled Lingfield Surgery
Replied on 22 February 2023
Dear patient thank you for your feedback. On the day appointments are urgents only which we can change to prebookable depending on the daily demand so I would need more information to be able to investigate the issues you are having obtaining an appointment. Last week we had appointments that were unbooked and available up until the surgery closed at 18:30. If you would please provide your details to our Operations Manager Lynette Farrington she can look into the days/times that you were trying to book. Thank you, Wendy Maguire Practice Manager.
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Review titled Can't even get an appointment for my son!
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2023
Why is it not possible yo get a basic GP appointment. The system used to be amazing where you could choose an appointment online. They also had the livi Service that was awesome. I have tried on several occasions to get an appointment for my son and I just get a sorry we don't have any appointments! He is 8 and can't even see a GP!!!
Visited February 2023
Review titled Lingfield Surgery
Replied on 21 February 2023
Dear patient, thank you for taking the time to provide this feedback. I am sorry that you have had difficulty obtaining an appointment for your son. The practice offers a consistent number of GP appointments every week but on some days the demand outweighs the appointments available. Reception staff are trained to signpost patients to alternative healthcare settings such as walk in center's once we are fully booked but we will remind them of the necessity to provide this information to patients. Kind Regards, Wendy Maguire Practice Manager.
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Review titled Unfit for purpose.
Rated 1 star out of 5
by Anonymous - Posted on 10 January 2023
After trying hard to get an appointment for weeks , I have been told that there is no appointments in the near future .(I'd be ok to be told in a few months!) Yet apparently they are still accepting new patients. Unbelievable. We are told that catching cancer early is important, the nhs website is warning me to seek doctor treatment as soon as possible to get things checked. Yet here I am unable to get even a conversation with a doctor . Only option is to go to hospital. Lingfield surgery is unfit for purpose.
Visited January 2023
Review titled Lingfield Surgery
Replied on 11 January 2023
Dear Patient, I am extremely sorry to hear of your difficulty in obtaining a doctors appointment at the surgery. I would like to follow up on this but would need your details in order to do so. At this moment in time we have both prebookable and urgent doctors appointments on the system for the next 4 weeks so I would like to know the circumstances under which you were refused a booking. Please contact the surgery and ask to speak to the Practice Manager. Wendy Maguire, Practice Manager
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
I have been with the practice over 20 years. They have always been poor but now you’re unable to even get an appointment. The phone is on constantly on divert and despite being at the practice and asking for a follow up appointment was rudely told I had to do that online, which is ridiculous when I was stood there. If you have no access to technology you have no chance of getting an appointment. It is bewildering that the continued dreadful service is allowed to go on. We are unable to change practice as we are out of catchment. We understand the challenges that Covid has bought but that is not an acceptable excuse for such dreadful service.
Visited December 2022
Review titled Lingfield Surgery
Replied on 23 February 2023
Dear patient, thank you for taking the time to provide feedback. I would ask you to contact our Operations Manager Lynette Farrington as it is not acceptable for any of our staff to speak rudely to a patient. We would need further information in order to investigate this. Reception are able to add patients to the queuing system on our website for patients who do not have access to technology and I have witnessed them doing this when I have been in the Reception area. As a long standing patient at Lingfield surgery have you considered joining the Lingfield PPG where you could offer constructive suggestions to how services could be improved. The surgery has made many improvements from suggestions offered by PPG members. Wendy Maguire Practice Manager
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Review titled Worst doctors surgery
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
The receptionists are rude and unable to be seen by a doctor for a minimum of 3 weeks just told to go a&e if so urgent,all appointments are gone by 8:30 even thou phone lines don’t open till 8:30
Visited November 2022
Review titled Lingfield Surgery
Replied on 23 February 2023
Dear patient thank you for you feedback. I would ask that you provide more details in order for us to look into this issue as I can assure you that every morning at 08:30 there are numerous appointments which are not released until that time so therefore it is not possible for there to be zero appointments at 08:30 on any day. Please contact our Operations Manager Lynette Farrington and she will look into the date/time you were trying to book an appointment. Thank you Wendy Maguire Practice Manager
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2023
If I ever did get the chance to get through on the hold line I would finally get down and I would hear the reception team answer the phones and then hang up this would happen multiple times. So I would never actually get through. And even when I did get though never ever where there any appointments actually available. It’s awful how hard it is to get a doctors appointment even if there is lack of DRs maybe explain that rather than hanging up or come up with ways around it or book more in the future or expand the surgery for the expanding village. You simply cannot keep up and too many people and the hospital are suffering because of it.
Visited October 2022
Review titled Lingfield Surgery
Replied on 21 February 2023
Dear patient, thank you for providing this feedback. The practice has had issues with the cloud based telephony system where it appears that the receptionist is hanging up but is in fact a case of the line dropping out. We have been assured by our telephone provider that although this can still happen from time time the original issue has now been fixed. The Practice Operations Manager would be happy to explain this issue in full if you would like to provide your details so that she can contact you. Kind regards, Wendy Maguire Practice Manager.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2023
If I ever did get the chance to get through on the hold line I would finally get down and I would hear the reception team answer the phones and then hang up this would happen multiple times. So I would never actually get through. And even when I did get though never ever where there any appointments actually available. It’s awful how hard it is to get a doctors appointment even if there is lack of DRs maybe explain that rather than hanging up or come up with ways around it or book more in the future or expand the surgery for the expanding village. You simply cannot keep up and too many people and the hospital are suffering because of it.
Visited October 2022
Review titled Lingfield Surgery
Replied on 21 February 2023
This is a duplicated comment that the practice has already responded to today. Wendy Maguire Practice Manager
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Review titled Poor contact
Rated 2 stars out of 5
by Bri - Posted on 12 September 2022
Received an appointment face to face to review medication and repressive Then text from practice today telephone appointment. Started phoning at 1746 at 1830 still no contact and practice states closes at 1830 Less than impressed, do I attend or wait for a call Have always been very happy with communication but this is appalling
Visited September 2022
Review titled Lingfield Surgery
Replied on 22 September 2022
Dear patient, I am very sorry that you had a poor experience of our appointment system and booking service. To investigate this fully I would be grateful if you would contact the surgery and provide the Operations Manager with more detail which would include your full name so that we can find out why you had such an issue getting through to the practice on the telephone. Kind Regards Wendy Maguire, Practice Manager
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Review titled Making it as difficult as possible to make an appointment
Rated 1 star out of 5
by Anonymous - Posted on 09 June 2022
I had not been well over the Jubilee bank holiday weekend and, so, on Monday I went to the surgery in person to try to make an appointment. I was told I could only make an appointment online or, if it was an emergency, via the phone. Firstly, I was clearly unwell, so, as I was there, why couldn't the receptionist have tried to book me an appointment? Secondly, the surgery's website states you can make an appointment by visiting the surgery. If what the receptionist told me was the truth, then the website should be updated to reflect this, instead of misleading patients. The website though is so antiquated and unprofessional looking that it could be mistaken for a dodgy website - the website equivalent of the money scam letter. I certainly wasn't going to input any of my sensitive personal data on it. What does this policy of not being able to make an appointment in person serve? It certainly doesn't serve the patients. There is also an assumption that everyone has access to the internet. So this policy is certainly not inclusive. I have been a registered patient at this surgery for over 15 years and am appalled at how a once friendly practice has become so 'user unfriendly'.
Visited June 2022
Review titled Lingfield Surgery
Replied on 20 June 2022
Dear patient, I am sorry that you were not able to obtain an appointment when you contacted the surgery. Reception staff are trained to offer every possible alternative if we are fully booked but it is incorrect that we cannot book patients an appointment if they attend the surgery. I have reinforced this with the staff. The practice has recently recruited two new GPs that are due to start in August and September which will greatly increase the available appointments for patients. The practice website is a generic site provided to all East Surrey practices by the CCG and therefore has a standard layout. I will feedback your observations about the website layout to the CCG as they are happy to receive patient feedback both positive and negative. I would be happy to discuss this further if you contact me in person at the the surgery. Kind Regards Wendy Maguire, Practice Manager