Richmond Surgery - Ratings and reviews
Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by Anne Raffermati - Posted on 28 June 2023
A well organised and caring practice with caring and competent staff. Always received a prompt and satisfying service and I always feel they all do their very best for their patients. I have every confidence in them and the way the practice is managed.
Visited June 2023
Review titled Richmond Surgery
Replied on 03 July 2023
Dear Mrs Raffermati, We are very grateful to you for leaving your lovely feedback here. I will make sure all of our teams are aware that you have written this review. We are committed to delivering the best possible patient experience and are pleased to hear that you have every confidence in us. Thank you again, Lavinia Pollard Patient Liaison Manager
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Review titled Help with problems with medication and a repeat prescription
Rated 4 stars out of 5
by Anonymous - Posted on 07 March 2023
Reception went above and beyond to help resolve our problems with medication and a repeat prescription. The receptionist took our 2 questions to a manager and phoned me back with the answers. She even held on to my number so that she could make sure when she returned from her break that I had the answers I needed.
Visited March 2023
Review titled Richmond Surgery
Replied on 08 March 2023
Dear Patient, Thank you very much for leaving your lovely review about our reception staff. I have ensured that they know about your feedback and they really appreciate you taking the time to do this for them. Our Reception Manager and her team work very hard to offer first class service to all our patients and often go above and beyond to achieve this. Thank you again for your kind words. Best regards, Lavinia Pollard Patient Liaison Manager
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Review titled Friendly professionalism
Rated 5 stars out of 5
by Michelle Jacques - Posted on 06 April 2023
I had my regular appointment with the nurse and, as always, I was greeted with a smile and asked how I was which instantly puts me at ease, she makes me feel that I matter. Her attitude is the epitome of good service and she is the finest example of how nursing should be done, she’s sympathetic and empathetic with a calm and friendly tone. A total asset to the surgery. her whole manner is a calming tone
Visited March 2023
Review titled Richmond Surgery
Replied on 12 April 2023
Dear Miss Jacques, Thank you for taking the time to leave this lovely review about a member of our nursing team. I will ensure it is passed on to them. All our staff work very hard to deliver first class service to our patients and appreciate this being recognised. Thank you again. Best regards, Lavinia Pollard Patient Liaison Manager
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Review titled Worst experience of a GP ever
Rated 1 star out of 5
by Margot Wenzel - Posted on 15 March 2023
The 2 GPs we managed to talk to recently (yes - talk to, because we couldn't actually get an appointment and see them) both showed extremely little interest in the case of our 1 year old, suffering from various symptoms such as high fever, chesty coughs and diarrhea for days. All we were told is 'it's likely this or that, and it's going to take about 10-14 days to resolve by itself'. Is this acceptable for parents of a 1 year old who's clearly suffering? No. Have we been asked how we feel about this stressful situation? Absolutely not. Are we supposed to stop working for 10-14 days while the symptoms disappear by miracle? Apparently so. It's not the first time we experience that level of unprofessionalism, and we will register elsewhere from now on. If you hope to find someone who actually cares about your health at this practice - turn around!
Visited March 2023
Review titled Richmond Surgery
Replied on 15 March 2023
Dear Miss Wenzel, We are sorry that you feel unhappy with our services. We are unable to respond to your complaint on this forum. Please email the surgery directly on frimleyicb.richmondsurgery@nhs.net and I will thoroughly investigate this on your behalf. Best regards, Lavinia Pollard Patient Liaison Manager
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Review titled Very Rude
Rated 3 stars out of 5
by Anonymous - Posted on 14 March 2023
I know that surgery receptionists can be busy but when a patient is asking a question and being pleasant to them, staff should be just as pleasant in return. The staff member cutting in and cutting you off whilst speaking with them is extremely rude and makes one feel as if you are not worthy enough for them to deign their time on you. Courtesy costs nothing.
Visited March 2023
Review titled Richmond Surgery
Replied on 15 March 2023
Dear Patient, I am very sorry that you feel that one of our receptionists has been rude to you. However, without any further information there is no possibility of addressing your complaint. Please could you email the details ie: Your name, time and date of your call to: frimleyicb.richmondsurgery@nhs.net. I can then download the call recording and manage your complaint appropriately with our Reception Manager. Thank your for your co-operation. Best regards Lavinia Pollard Patient Liaison Manager
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Review titled The ultimate in nursing.
Rated 5 stars out of 5
by Michelle Jacques - Posted on 06 April 2023
I had my regular appointment with the nurse and, as always, I was greeted with a friendly smile and asked how I was, she instantly makes me feel that I matter and I always leave feeling that bit better. It’s comforting to know there is someone who is the ultimate professional packed sympathy, empathy and genuine concern, she is the epitome of how nursing should be done and is a total asset to the surgery.
Visited March 2023
Review titled Richmond Surgery
Replied on 03 July 2023
Dear Miss Jacques, Thank you very much for leaving your lovely review for one of our our nursing team. I will ensure that our Nurse Manager is made aware of your kind words. Thank you again, Lavinia Pollard Patient Liaison Manager
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Review titled Rude Receptionists
Rated 2 stars out of 5
by Anonymous - Posted on 22 February 2023
I've been with the surgery since I was a baby, no complaints about the doctors or care but the receptionists are so rude. Called today as I was enquiring about how to make a repeat prescription and the receptionist was so rude to me and didn't even let me explain why I was calling - she was so desperate to get the call over with she not only gave me miss information but actually presumed she knew why I was calling without letting me explain. Horrific way to treat a human being.
Visited February 2023
Review titled Richmond Surgery
Replied on 27 February 2023
Dear Patient, We are sorry you feel our receptionists were rude to you. Please accept our apologies. Unfortunately, anonymous complaints posted on feedback sites do not allow us to investigate the complaint. However, with details such as date and approximate time of the call we listen to the call recording. This would enable us to make changes or offer additional staff training should this be required. Please email your complaint and details to our generic email address: frimleyicb.richmondsurgery@nhs.net or use the complaints form that you can find on our website: https://richmondsurgeryfleet.com Thank you in advance for your assistance. Best regards, Lavinia Pollard Patient Liaison Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Anonymous - Posted on 20 February 2023
Thank you so much to Richmond Surgery for taking such good care of me and sending me for tests to make sure I was okay. Super grateful for their attention and I am so happy to know I have such a fantastic service at my doctor’s surgery
Visited February 2023
Review titled Richmond Surgery
Replied on 22 February 2023
Dear Patient, Thank you for leaving your lovely feedback. Our surgery team members always appreciate it when someone takes the time do this. We always strive to deliver high standards of patient care all the time. I will ensure all staff are made aware of your positive feedback. Thank you again, Lavinia Pollard Patient Liaison Manager
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Review titled A big thank you!
Rated 5 stars out of 5
by Anonymous - Posted on 06 February 2023
I would like to express my sincere gratitude to my gp and the whole team at Richmond Surgery for enabling me to get a fast cancer diagnosis. I made an emotional call to reception during the afternoon of Friday 6th January explaining my concerns and the receptionist dealt with me in a very professional manner and arranged for me to speak to my gp. My gp then arranged for me to see them face to face the same afternoon for a consultation. My gp was very thorough during the appointment and calmed by anxiety down. My gp arranged for blood and stool tests to happen very quickly. The nurse who did my blood tests on the Monday was very friendly, professional and good at answering my questions. Thank you to my gp for referring me to a consultant colorectoral surgeon based on my fit test result. Thank you also to the secretary for processing my referrals quickly. My colorectoral consultant has also commented on the sensible referral from my gp. I am spending my weekend preparing for my surgery on Thursday and hoping for a positive outcome and good recovery. Thank you, thank you, thank you!
Visited January 2023
Review titled Richmond Surgery
Replied on 16 February 2023
Dear Patient, Thank you very much for writing your positive feedback about your experience with Richmond Surgery on the afternoon of 6th January. We always appreciate patient feedback and ensure this is relayed to the staff involved. The surgery teams always work very hard to assist our patients and are grateful when this is recognised. We are also pleased to hear your consultant commented on the sensible referral by our GP. It is especially kind of you to leave your feedback under the circumstances. We all wish you a positive outcome from your surgery and a good recovery. Thank you again, Lavinia Pollard Patient Liaison Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 24 January 2023
My G.P. phoned as requested and after explaining my symptoms, a blood test, an X-ray and a sample kit were arranged for the same day. I believe this is exceptional service and the patients of Richmond Surgery are very lucky to have such caring and efficient doctors and receptionists. I have been a patient for over forty years, even when there was a wooden building off Basingbourne Road. I am so grateful to my G.P. who has always been so efficient with any problems I have had, in one case his prompt action in arranging tests possibly saved my life. I cannot speak highly enough of Richmond Surgery, Fleet.
Visited January 2023
Review titled Richmond Surgery
Replied on 25 January 2023
Dear Patient, Thank you for taking the time to leave your review. We always appreciate feedback on our surgery team and the services we provide. It is very good to know that we have been providing a high standard of care to you for over four decades. We are committed to the provision of high quality care delivered by personal GP list based care and multidisciplinary team working. Hopefully you have now recovered and are feeling well again. I will ensure the staff involved are made aware of your kind words. Positive feedback such as yours is always gratefully received. Best wishes, Lavinia Pollard Patient Liaison Manager.