Robert Frew Medical Centre - Ratings and reviews
Reviews
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Review titled Good practise
Rated 5 stars out of 5
by Anonymous - Posted on 04 August 2023
The only problem with this practise is if you have seen a doctor and he refers you to a consultant .Then he should read the reply from that consultant not other doctors in the practise that you have never seen about your problem. It's so annoying .
Visited March 2023
Review titled Robert Frew Medical Centre
Replied on 07 August 2023
Dear Patient, Thank you for your feedback regarding a recent referral. I am sorry you feel our handling process of your referral was not to the high standard we aim to achieve at Robert Frew. If you would like to contact myself or our Deputy Practice Manager, Sue Chesson, we would be happy to discuss this further and look into any issues you may have surrounding this. Kind regards Allison Boor Practice Manager
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Review titled Please, please sort out your telephone system
Rated 3 stars out of 5
by Anonymous - Posted on 20 February 2023
2nd call today to try and get medical results for a worrying condition. Joined at no 3 in the call queue. 2 hours, 17 mins later, I'm still at no.1. Will be hanging up now as you'll soon be closed ....
Visited February 2023
Review titled Robert Frew Medical Centre
Replied on 21 February 2023
Dear Patient, Thank you for your feedback dated 20.2.2023 regarding our telephone system. Please accept my apologies that you have encountered such difficulties. Please contact our Deputy Practice Manager, Sue Chesson on 01268 577973 and she will be happy to look into the issues you experienced and advise you on alternative ways of booking appointments that you may find helpful. Once again, I apologise for any upset caused. Kindest regards Allison Boor Practice Manager
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Review titled Awful Service
Rated 1 star out of 5
by Anonymous - Posted on 20 December 2022
19/12: Joined the car park queue at 7.25am, got to the desk at 0815, no face2face or phone appointments. Explained I was waiting for urgent cancer results, told to come back tomorrow and queue again. 20/12: Joined the queue at 07:10, got to the desk at 0810, no face2face or phone appointment, explained again that I was waiting for urgent results, receptionist totally unsypathtic... come back tomorrow. How is this a service?
Visited December 2022
Review titled Robert Frew Medical Centre
Replied on 20 December 2022
Dear Patient, Thank you for your comments regarding making an appointment at the practice. Please accept my sincere apologies for your experience. If you would like to contact our Complaints Manager, Sue Chesson on 01268 577973 she will be happy to assist with any issues you need resolving. Kind regards Allison Boor Practice Manager
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Review titled Awful phone lines
Rated 2 stars out of 5
by Jennifer Hewson - Posted on 09 December 2022
Thought I would call the surgery late afternoon just to book a non emergency appointment. Started the call at 4.30pm and still on hold saying I am number 1 in the queue at 5.30pm. I gave up in the end. Totally unacceptable to wait over an hour for a receptionist to pick up the phone. I am well aware I am likely to have to wait until Jan 23 for an appointment but can I at least book one and speak to an receptionist?
Visited December 2022
Review titled Robert Frew Medical Centre
Replied on 20 December 2022
Dear Mrs Hewson, Thank you for your comments. I am sorry you have experienced difficulties contacting the practice recently. Our Complaints Manager will contact you to discuss these issues in detail with you. Thank you for your patience. Kind regards Allison Boor Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 19 October 2022
I wrote asking if I could stay at the surgery as I’d recently moved just outside their catchment but having been a patient at Robert Frew for 46 years I didn’t want to change GP. I have just received a reply saying the partners have agreed for me to remain a patient but will be unable to do a home visit should I need it, but which is totally understandable and I accept. I have to deal with the surgery mainly for my 94 year old mother and I never have any problems in booking an appointment or getting a home visit for her if she needs it.
Visited October 2022
Review titled Robert Frew Medical Centre
Replied on 04 November 2022
Dear Patient, Thank you for taking the time to give positive feedback. It is always good to hear such comments. I will share this with the partners and staff. Kind regards Allison Boor Practice Manager
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Review titled Amazing doctors, terrible phone lines
Rated 4 stars out of 5
by Sarah - Posted on 24 June 2022
Honestly can't fault a single staff member from admin to nurses to doctors. But the phone lines are a joke. 8am and they're not taking calls. A voice message is played when you try to book an emergency appt saying "your call cannot be taken at present, please try again later". So here I am with swollen tonsils, unable to eat and with a 1 year old with a chesty cough. I hate complaining but this happens a lot
Visited June 2022
Review titled Robert Frew Medical Centre
Replied on 24 June 2022
Dear Sarah, Thank you for your comments regarding our service. I am sorry you have experienced difficulties with the phone system. We have recently resumed online booking so this should help ease pressure on the telephones. If you are not registered for this, please contact us and we can arrange this for you. We are also hoping to resume the use of the automated appointment booking system soon too. Once again, please accept my apologies. If you wish to discuss this further, please contact myself on 01268 577974. Kind regards Allison Boor Practice Manager
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Review titled A first class service from a great practice?
Rated 5 stars out of 5
by James - Posted on 15 June 2022
I would like to thank the team at this surgery for a first class service. Special thanks to the receptionist who’s positive advice assured me of an appointment next morning. My thanks also goes to the doctor for giving me peace of mind when I attended with an eye problem. A first class surgery with a wonderful team. Thank you
Visited June 2022
Review titled Robert Frew Medical Centre
Replied on 24 June 2022
Dear James, Thank you for your feedback regarding a recent appointment for an eye issue. It is always good to receive such positive comments. I will pass this on to the GP and receptionist. Thanks again Allison Boor Practice Manager
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Review titled Super Fast and very helpful
Rated 5 stars out of 5
by Jaimie Harrison - Posted on 17 May 2022
Brilliant service at Robert Frew today. Getting an appointment was impossible so wrote a letter explaining what I needed. Within 24 hours everything was arranged. Just called again due to a pharmacy issue and within ten minutes I was called back, everything was rearranged and very quickly sorted out. Really impressed. I had braced myself for a long wait but have been really astounded at how fast the receptionists on The Wick, Shotgate and the doctor helped. Thank you ❤️
Visited May 2022
Review titled Robert Frew Medical Centre
Replied on 24 May 2022
Dear Jaimie, Thank you for the very positive feedback, it is much appreciated and it is always great to hear of patient satisfaction. Your comments will be shared with the staff and partners. Kind regards Allison Boor Practice Manager