The New Folly Surgery - Ratings and reviews
Reviews
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Review titled Just want face to face appointment
Rated 3 stars out of 5
by Rowena Hartley - Posted on 28 March 2023
Wanted face to face but had to settle for a phone call. Got 2 texts saying would get call March 28th at 10.50. Now 8pm at night and no call. Have wasted whole day and in pain for Nothing.
Visited March 2023
Review titled The New Folly Surgery
Replied on 03 April 2023
Dear Rowena - i have been in touch last week to discuss this and we are sorry for any miscommunications and also that the GP did leave a voice mail to try and make contact - we are here to help and to try and make things as easy as possible and im sorry on this occasion it was not like that. Yours Sincerely Practice Manager 31 Mar 23
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Review titled great practice
Rated 5 stars out of 5
by paul denham - Posted on 10 February 2023
very friendly staff easy to get appointments doctors are brilliant easy to park highly recommend new folly
Visited February 2023
Review titled The New Folly Surgery
Replied on 03 April 2023
Dear Mr Denham - thank you v much for your feedback which is very much appreciated and for which i will share with all the staff. Practice Manager 31 Mar 23
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Review titled Receptionist’s are shocking here and need more training
Rated 1 star out of 5
by Emma - Posted on 07 December 2022
I have had two really awful experiences with the doctors receptionists here recently. Which I will be taking further. First one was, my daughter had been given an asthma pump for the 1st time, the nurse was absolutely wonderful. However we got home, my daughter tried it once and then was refusing to do it in a stressful state in tears every evening, which I wasn’t able to force her to do. I rang the doctors to try and speak to a nurse or doctor who could give me advice, however I didn’t get to - as the receptionists response was ‘well there’s nothing we can do’ I responded ok no problem, she didn’t even try and get me advice from a nurse. I was then unsure what to do, and was left worried. The pharmacist at chemist called that week and asked how my daughter was getting on and I told him my experience with the receptionist at doctors and how my daughter was refusing to do the pump. He was so lovely and was disgusted with the receptionist himself as they shouldn’t be giving me advice at all as they are not doctors or nurses. He was going to take this up with doctors himself. Which was really helpful. My second recent experience with this doctors was, the other evening my daughter’s temperature was 41 and wasn’t coming down, I called doctors which they had no appointments so I then called 111 and they was concerned and done a urgent referral to my doctors which stated she needed to be seen within the next two hours. She sent this right over and told me to call them to explain this and they would have the referral. I got off phone and of course called my doctors again. I know doctors are so busy at the moment, but the treatment from this awful receptionist was disgusting. I explained that 111 had sent an urgent referral over for my child to be seen within 2 hours due to her temperature, she then said well we don’t have any. I then said ok well 111 said it’s an urgent referral- her response was ‘well if that’s urgent why not send you to a&e with her?’ I was shocked she was being so rude when I was clearly already distressed due to my daughter being so ill, I responded and said excuse me? I do not work for 111 so I’m not sure but she needs to be seen. She then said again ‘we’ll we have no appointments’ i then said ‘please could you speak to a doctor or a nurse and get back to me as I feel like you cannot give advise due to not being a doctor or a nurse. She then went and called me back, and said ‘ok we can see her at 11:40’ I then said ok thank you, and she then went on to say ‘the doctor is so annoyed at 111’ I then said why? 111 clearly know she needs to be seen firm her assessment. She then went on to say to me ‘also it means someone else will now be waiting’ i then went on to say ‘excuse me why are you telling me all of this?’ I’m clearly distressed my daughter is ill, I was so upset and disgusted I could of cried, I then explained how wrong she was for doing this and hung up and called 111 which resulted to an ambulance. Disgusting treatment.
Visited December 2022
Review titled The New Folly Surgery
Replied on 08 December 2022
Dear Emma, thank you for your feedback and the comments noted on NHS Choices which i have seen today. I am very sorry indeed to read about your experiences and the issues you have reported. I will look into this with the GP Partners and try to work out what happened at the Reception desk and i would hope to be able to have some constructive comment for you at some point. I am sorry that you didnt ask to speak to myself either at the time or later as I could have discussed this with you and taken some notes. Please do feel free to contact me and ask to speak to me and would be very happy to meet you at a pre agreed time and date. You can do this via the normal channels and i would advise to call later in the morning after the initial morning rush. In the meantime i will print this feedback and discuss with my staff as to what happened in order i can discuss with you further. I look forward to hearing from you, Sincerely Practice Manager Thursday 8 Dec 22
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Review titled Receptionists Excel at being unhelpful
Rated 2 stars out of 5
by Anonymous - Posted on 25 October 2022
My doctor is great. Appointment system appalling. Booked appt few weeks ago (at surgery as can't get through on phone and was told " people come into the surgery they don't have time to answer phone"!! Really!!) appt then cancelled day before appt!! After ringing every day finally got through after 50 min wait and was told I now have to wait "a few weeks!!!" Receptionist was rude and talked over me. Calls are recorded. They should be listened to......but not many to listen to, if calls not answered!! Used to be a great practice....such a shame.
Visited October 2022
Review titled The New Folly Surgery
Replied on 26 October 2022
Dear Patient, thank you for your anonymous feedback as reported and received today. I am sorry that you have received this negative experience and the issues you refer to. I would have hoped that you might have asked to discuss this with myself, the Practice Manager or a GP Partner, and would welcome the chance to discuss further and look at the issues you have reported. Please could i ask that you make contact with the Practice to book in with the Practice Manager and I would be happy to discuss this further with you. Yours Sincerely Practice Manager New Folly Surgery
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Review titled Practice Manager
Rated 5 stars out of 5
by Anonymous - Posted on 12 July 2022
I wrote a letter to the Practice Manager seeking assurances that the New Folly Surgery has a plan in place for the increased patient numbers. This will happen when the former Garden Centre is finished and occupied. I haven't heard anything. I hope there is a good reason for this.
Visited June 2022
Review titled The New Folly Surgery
Replied on 22 July 2022
Dear Sir/Madam, please accept my apologies but I am not aware of your letter. However, irrespective of planned or unplanned increase in patient numbers the Surgery will continue to support and provide the best service possible to our local community. With kind regards, Daryl Laws - Practice Manager
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2023
Came in to get my 2 year old daughter an appointment for later that day, asked reception if they had a thermometer I could use to check her temp as mine at home wasn't working. Rude reception staff huffed, went in to see the doctor/nurse I said "thank you, I'm sorry I won't take up much of your time can you please just check her temp?" Her response was "its my lunch break" I wasn't asking for much, my daughter is 2 and was laying in my arms clearly very unwell and I was extremely worried. Being in a doctors surgery you would think it's a safe place but I definitely didn't feel this. I walked out upset with her response and lack of duty of care her response was "oh my god!" I am really disgusted with my experience and the compassion and care this doctor had was zero.
Visited June 2022
Review titled The New Folly Surgery
Replied on 26 June 2023
Dear Ms Coleman, thank you for your comments and feedback posted here and i am sorry to hear about your experience and the issues you have reported. As this is part subject of your formal complaint raised on Fri 23 June 2023, you will receive a formal holding letter this week pending investigation and a full response. We treat all complaints very seriously and in line with NHS England and Mid South Essex Integrated Care Board guidelines. Yours Sincerely Practice Manager 26 June 2023
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Review titled Compassionate and kind Practice
Rated 5 stars out of 5
by Elizabeth Arthur - Posted on 06 May 2022
New Folly has been my surgery for a number of years and with the new partnership team the entire Practice has become stronger. The medical expertise of the both the GP's and Nurses is supreme, they can quickly respond to the issue and always with kindness and compassion , regardless of the pressure of the system they work in. The reception staff are also so much more friendly and go the extra mile to do all they can to create an easeful environment. Thank you for your care and compassion and all of the expertise that is available to me whenever I need it. I appreciate you all and, furthermore, as a Surgery you were amazing during the Pandemic, giving the community only your best to continue on in such hard circumstances.
Visited May 2022
Review titled The New Folly Surgery
Replied on 09 May 2022
Hi Elizabeth, thank you for kind words words and recognition of the efforts made by all staff here at The New Folly Surgery. Our intention is to offer the best service we can with the resources available.