Pond Tail Surgery - Ratings and reviews
Reviews
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Review titled Thank you to the diabetic nurse
Rated 5 stars out of 5
by Anonymous - Posted on 22 November 2023
I would like to thank the diabetic nurse for being so thorough checking .my partner for his diabetes and the GP for his prompt action. She took his pulse and immediately did an ECG and alerted the GP. An hour later we were in the cardiology department at East Surrey and he has been kept in awaiting a pacemaker to be fitted. No symptoms whatsoever and seemingly an extremely fit man. Scary. I just wanted to give credit where credit is due - I have been very happy with the new Pondtail.
Visited November 2023
Review titled Pond Tail Surgery
Replied on 24 November 2023
Dear Patient Of Pond Tail Surgery, Thank you for your feedback. I am so pleased that your partner's condition was identified promptly by our highly skilled and diligent clinical team and that they are receiving the necessary hospital treatment. This is a great example of the high standard of care that we are providing at Pond Tail Surgery and I will share this positive feedback with the team. I wish your partner a smooth and speedy recovery from their surgical procedure and please do not hesitate to contact the surgery should you require any further support. Kind regards Fran Lemanska Practice Manager
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Review titled What a shambles
Rated 1 star out of 5
by Tony - Posted on 21 July 2023
So, Pond Tail continue to disappoint despite the recent take over and promise of a new era! I have been a patient for around 12 years now. I am fortunate to have really good medical insurance and have not had to trouble the GPs or NHS for some time. The surgery, despite being copied on all of my extensive, private treatment continue to try and change my prescription randomly, then tell me they are going to call me and don't. Most recently they send me a text message at 16:30 in the afternoon telling me I will get a call first thing but of course you cannot reply to the text message to say I can't make it. You cannot leave a message on the website out of hours so you a message first thing saying i can't make the call and the website says it make take three days to respond! They called me anyway from a withheld number, which for data protection reasons my phone does not accept, then send another text saying they would try later to which you cannot respond either! All this time squandering the tax payers money. Why send a message that cannot be replied to? Why use a withheld number? why not get with the times? Improvement? hard to see where exactly.
Visited July 2023
Review titled Pond Tail Surgery
Replied on 02 August 2023
Dear Tony I apologise for the frustration that the recent communication with the surgery has caused you and I'd like to understand the series of events that led to this issue. Certain medications that are prescribed privately are not always available in Primary Care which may be the reason for this change but without further information I'm unable to confirm if this is the case in your situation. The main surgery phone number is not withheld, although certain clinicians that may be working remotely need to withhold their mobile numbers when calling patients which may explain why you were called by a withheld number. You are correct, certain forms are switched off via our website out of our usual opening hours to avoid urgent requests being submitted during this time rather than going to the appropriate out of hours service. Prescription requests and other admin related queries can still be submitted when the surgery is closed. Please contact me at the surgery on 01883742279 or send me a secure message via our website at https://www.pondtailsurgery.nhs.uk/triage/feedback-complaints/ and we can arrange a convenient time to discuss your complaint further. Thank you for your feedback. Kind regards Fran Lemanska Pond Tail Surgery
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 05 July 2023
Great doctors good service very friendly I'd recommend this surgery to anyone else Who maybe in need of help with depression and anxiety or even ptsd and cbt
Visited July 2023
Review titled Pond Tail Surgery
Replied on 10 July 2023
Dear Patient of Pond Tail Surgery Thank you for taking the time to share your experience of the practice. It's wonderful to hear that you have received a great service from us and that you would recommend us to other local residents. We are extremely lucky to have an experienced clinical team, who are committed to delivering exceptional care to our patients. Best wishes Fran Lemanska Practice Manager
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Review titled not sure
Rated 2 stars out of 5
by Anonymous - Posted on 31 July 2023
I'm not sure how better the surgery is. One f my prescription requests was not issued as apparently they didn't know how to request it and I've been trying to get an urgent blood test since June and the first time I waited and the phlebotomist didn't turn up so was cancelled just before I had the appointment I now have called again and they have given me an appointment in 3 weeks time even though it's a fairly urgent appointment I need so unsure how practice manager stated they have same day appointment or a week later, it's not happening.
Visited June 2023
Review titled Pond Tail Surgery
Replied on 02 August 2023
Dear Patient Thank you for taking the time to submit your feedback. I'm sorry that you have encountered an issue with your recent prescription request and also in obtaining an appointment for a blood test. Same day appointments are available for urgent care with a GP or Advanced Nurse Practitioner and routine blood test appointments are currently available in just under three weeks' time. Due to the collection times of the hospital courier, we are only able to offer blood test appointments in the mornings which limits availability at the surgery. If one of our clinicians has requested an urgent blood test, then we will of course do our best to fit you in as soon as possible but if this is not possible there is a walk-in phlebotomy service at East Surrey Hospital from 8am-5:45pm Monday-Friday. If you would like to discuss this further please provide me with your contact details by submitting a secure form via our website https://www.pondtailsurgery.nhs.uk/triage/feedback-complaints/ or by calling 01883742279. I look forward to discussing this with you in more detail to enable me to investigate fully. Kind regards Fran Lemanska Practice Manager
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Review titled An absolute shambles
Rated 1 star out of 5
by Anonymous - Posted on 07 June 2023
Been registered there for years. The long ago stable set of GPs has given way to a constant revolving array of locums. Never seen the same doctor or nurse twice in recent years. The practice has recently changed hands so we held out hope of positive improvements. It's as bad as ever. They send out endless texts calling you for check ups. But you can only be ill at 0800 hrs when the phone line opens. Regularly can't get an appointment when you are actually ill. They asked me to do a week's worth of twice daily blood pressure checks at home and then lost the results so when I went for the appointment, it was a pointless effort and the doctor just guessed. Recently was asked (by text) to go for a check up, booked and appointment, got there and they had no record of my confirmed booking. The next appointment is not available for 2 months. We are voting with our feet and leaving this utterly hopeless practice.
Visited June 2023
Review titled Pond Tail Surgery
Replied on 12 June 2023
Dear patient Thank you for your feedback. I am sorry that you have had a poor experience. I can confirm that we now have five permanent GPs at the surgery as well as two Advanced Nurse Practitioners and only use locums occasionally, therefore continuity of care has improved. We offer same day appointments for urgent care and routine appointments can usually be booked less than a week in advance therefore I am struggling to understand why you have been advised that there is a two month wait for an appointment. In recent months we have made many improvements including the recruitment of additional staff such as Clinical Pharmacists, First Contact Physiotherapists, Care Coordinators and most recently a GP Assistant as well as implementing more robust processes within both our clinical and administrative teams. I am sorry that you have decided to deregister. If you would like the opportunity to discuss your concerns in more detail please contact me at the surgery to arrange a convenient time. Best Wishes Fran Lemanska Practice Manager
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Review titled Excellent care
Rated 5 stars out of 5
by A M - Posted on 18 May 2023
I have been happy with my appointment. The Dr took the time to listen to me, examined me with care and consideration. I am also very happy with how easy it was to book this appointment as in the past, it has not always been that easy! Thanks a lot
Visited May 2023
Review titled Pond Tail Surgery
Replied on 19 May 2023
Dear Patient of Pond Tail Surgery Thank you for your feedback. I am pleased to hear that the GP carried out a thorough examination and took the time to understand your medical problem. A lot of work has gone into improving our appointment availability so it's great that you have noticed a marked improvement. Many thanks Fran Lemanska Practice Manager
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Review titled Exceptional Practice
Rated 5 stars out of 5
by Phil O’Hara - Posted on 20 March 2023
Unfortunately due to a number of medical issues, My wife and I have had to contact the surgery on a number of times in recent weeks. The service / interaction that we’ve had with the receptionist to the actual appointments with the respective professionals is exceptional ! The Doctors and nurses show everything that you’d expect from the NHS and your local GP, care, concern and attention to your symptoms and the follow up support is outstanding. Unfortunately from the poor experience with our previous surgery in Bromley, Pondtail should be considered the benchmark that other surgeries should aspire to. Pondtail is extremely proactive and we’re delighted to be part of this surgery.Well done!
Visited March 2023
Review titled Pond Tail Surgery
Replied on 21 March 2023
Dear Mr O'Hara Welcome to Pond Tail Surgery. Thank you for taking the time to post this positive feedback. It's great to hear that you have received such good service from both our administrative and clinical staff and we aim to continue to deliver a high standard of care to yourself and your family. Many thanks Fran Lemanska Practice Manager Pond Tail Surgery
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Review titled Unbelievably poor service
Rated 1 star out of 5
by Anonymous - Posted on 29 October 2022
After ringing for several days to try and get an appointment I finally got through and was informed that I could not have an appointment with a doctor as there were none available. I have been with this practise for many years. It has never been great, but this is the worst it has ever been.
Visited October 2022
Review titled Pond Tail Surgery
Replied on 21 March 2023
Dear Patient I'm sorry to hear that you were unsuccessful getting an appointment. Since you posted your feedback we have recruited a full compliment of clinical staff and are offering urgent same day appointments with a GP or Advanced Nurse Practitioner and routine appointments are currently being booked less than a week ahead. Thank you for your feedback. Fran Lemanska Practice Manager Pond Tail Surgery