Mount Farm Surgery - Ratings and reviews
Reviews
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Review titled Disgusted
Rated 1 star out of 5
by Paula Coulling - Posted on 31 October 2023
Yesterday I saw an upset mother refused her child’s injections by the nurse because she was late for her appointment. The bus was running late. The patient informed the surgery but was still turned away. Two receptionist spoke to the nurse but the patient was still refused. Witnessing the mother’s distress was upsetting to myself and others in the waiting area. I have no words and found the nurses attitude disrespectful and potentially harmful to the young baby
Visited October 2023
Review titled Mount Farm Surgery
Replied on 31 October 2023
Thank you for taking the time to provide us with your feedback. We always endeavour to fit patients in when they are late for their appointment, however it is sometimes necessary to rebook a future appointment for them if there are already other patients waiting, otherwise it would make the entire clinic run late and be unfair to those patients who arrived on time. Having looked into this matter, I think that other factors may have influenced the nurses' decision to rebook; this patient had failed to attend for several appointments in recent weeks, wasting over an hour of nursing time. Had this been the first instance, I feel certain that the nurse would have been more flexible, however I think on this occasion, she felt it more appropriate to ask the patient to rebook than to keep all of her other patients waiting. We fully appreciate that there are times when patients may be late through no fault of their own, and always try to be as sympathetic and accommodating as we can whilst also being fair to our other patients.
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Review titled Friendly staff .Great practice
Rated 5 stars out of 5
by A Rolfe - Posted on 27 April 2023
Can not fault this surgery as mostly always been seen of had phone appointment same day. some times busy a had to wait a little while to be seen. Overall I would rate practice 100 percent.
Visited April 2023
Review titled Mount Farm Surgery
Replied on 27 April 2023
Dear patient, Thank you for taking the time to leave us a review. It's always great to be able to share feedback such as yours with the practice team! Practice Manager
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Review titled Very poor
Rated 1 star out of 5
by Kayley - Posted on 01 March 2023
Staff are rude Discuss confidential Allotey in front other patience Overall I wouldn’t trust this surgery with my life Talk poorly of children If you would like your your details to be overheard by patient this is the doctors to go to the if you don’t then go else work
Visited February 2023
Review titled Mount Farm Surgery
Replied on 02 March 2023
Dear Kayley, Thank you for your feedback. I am disappointed that you felt it necessary to put these comments online after we have already listened to and fully investigated your allegations, and found no evidence to support them. As already stated in the letter sent to you regarding your behaviour towards practice staff, we take all feedback and compalints seriously and always conduct a full investigation, taking action where it is warranted. Thankfully, the vast majority of our patients speak very highly of our reception team, and our results in the national GP Patient Survey back this up, with us receiving 98%, compared to the national average of 82%. I am sorry that you have this opinion of our surgery; you do of course have the right to register with an alternative surgery, should you wish to do so. Practice Manager, Mount Farm Surgery
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Review titled Best GP's I've ever been to.
Rated 5 stars out of 5
by Molly - Posted on 29 November 2022
I haven't been to the doctors in about 3 years and recently moved to Bury St Edmunds, where I've had to use the service a few times over the last month. This surgery has a great online system to book or explain your issue and they are very quick at getting back to you. The doctors I've seen and been in contact with have been very caring, understanding and actually listen to you. As a fellow NHS worker, I understand the pressures the service is under and truly appreciate how they have treated me. Great experience, thank you.
Visited November 2022
Review titled Mount Farm Surgery
Replied on 05 December 2022
Dear Molly, Thank you for taking the time to leave such positive feedback. It's always nice to receive comments such as yours, and I'll be sure to share them with the practice team. Jayne, Practice Manager
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Review titled Majority are very thorough doctors. Phonelines are shocking
Rated 4 stars out of 5
by Anonymous - Posted on 23 September 2022
Our family have found the majority of doctors here to be very friendly, patient, and most importantly patient-lead. The doctors asked me on more than one occasion 'what do you think is the problem?' or 'Do you have an idea of what you want the plan of action to be?' There are a couple who have been quite rushed and frosty. They should probably get some tips from the patient-lead ones, as 9/10 it means you get the care you need then and there, and don't end up being fobbed off and having to go back in a more urgent state the next day. With our children, the doctors have been thorough as well. It can be hard to see an actual doctor in an emergency, even if you stress you feel the child needs one as it's a complex ailment. On more than one occasion we've had to go back the same day for a doctor after the nurse or paramedic we were given have not been able to help. Negatives: have been quite badly passed from pillar to post by reception (I have received emails saying please call in on this number- and then been told off for calling that exact number!) there are one or two that listen but mostly have found them not very patient and curt on the phone. They really need to fix their phone lines. getting through on the phone is extremely stressful and upsetting when you or your child are poorly. There is an error with the phone lines looping and spitting you back out the queue, only for the call to eventually drop. I have seen people arrive at the surgery incredibly upset as have been completely unable to get through to anyone. It is not ok.
Visited September 2022
Review titled Mount Farm Surgery
Replied on 26 September 2022
Dear patient, Thank you for taking the time to provide us with your feedback. I'm pleased to hear that your experience with the majority of our clinicians has been a positive one. We do offer a triage system for 'on the day' urgent problems, so I'm sorry if you haven't been offered this option. We regularly receive an overwhelming amount of positive feedback for our reception team, and so I am surprised that you've found some of them to be less than helpful. I will certainly pass your comments on to my Senior Receptionist. I'm also really sorry to hear that you've experienced some issues with our telephone lines. We have recently had a new telephony system installed, and there have unfortunately been some teething problems with this. Our telephony provider are working hard to get these issues resolved, and we are finding the majority of patients like the new system as it enables them to receive a call-back once they reach position #1 in the queue, which saves them having to hold and wait to be answered.