Upper Gordon Road Surgery - Ratings and reviews
Reviews
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Review titled You could not make this up
Rated 2 stars out of 5
by Anonymous - Posted on 18 January 2024
Today I tried to submit an e- consult application. I got a screen saying ‘your practice is not accepting e-consult applications until tomorrow at 8 am’. I thought the e-consult was designed to maintain access to GP consultations whilst demand was high and especially during Covid. However it now seems that a new hurdle has been installed making the e-consult next to useless. I thought it was a good solution initially and have defended it up to now, however I was wrong - it is nothing more than kicking the can down the road. GP practices are private businesses financed by the NHS. No private business would survive this level of service.
Visited January 2024
Review titled Upper Gordon Road Surgery
Replied on 29 January 2024
Dear Anonymous Thank you for your feedback on the e-consultation service. E-consultation is open normally between 8am to 06:30 pm on weekdays only. It is closed early when we hit critical capacity and when we are unable to manage clinical demand and ensure patient safety. We would request that you try again the next working day or call NHS 111 for any urgent clinical advice. This is line with the guidance from the BMA (British Medical Association) and please see the full guidance here https://www.bma.org.uk/advice-and-support/gp-practices/managing-workload/safe-working-in-general-practice We are currently facing severe winter pressures compounded by unexpected staff sickness and absences. We tend to get an average of 500 e-consultation requests each day and this has to be balanced out depending on appointment availability. We do hope this situation will improve over the next few weeks. Please do have a look at the following article that explains the current pressures GP practices are facing across the country. Its not just down to money! https://www.bma.org.uk/advice-and-support/nhs-delivery-and-workforce/pressures/pressures-in-general-practice-data-analysis Thank you Clinical Business Manager
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Review titled Great staff
Rated 5 stars out of 5
by Anonymous - Posted on 06 December 2023
Excellent service from reception staff to GPs. Had a few issues with results online access etc and a lovely new receptionist couldn’t help then called her manager who was extremely helpful This isn’t the first time this manager has helped me and my family. She is helpful has empathy and a lovely lady. The GPs at the surgery are fantastic. I am a lucky to be treated by you all. A wonderful surgery and staff. Thank you so much.
Visited November 2023
Review titled Upper Gordon Road Surgery
Replied on 29 January 2024
Dear Patient Thank you very much for your honest feedback. I will pass on your comments to the reception team members who will be pleased to hear your kind words.
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Review titled Flu vaccination
Rated 2 stars out of 5
by Anonymous - Posted on 06 October 2022
I received a text saying I was eligible for a flu jab and to contact the surgery. I called and was put into a queue. “You are number 6”, OK I thought this won’t take long. 43 minutes later the receptionist answered offering me a date I couldn’t make. She said she couldn’t offer an alternative date at all. She said to call back again in a week? I then received another text say”we noticed you haven’t had a flu jab please call the surgery”. A more efficient telephone booking service at Upper Gordon Road Surgery is much needed. Do they really expect patients to hold for 43 minutes to make an appointment. I was told, 3 staff man the booking lines, so being 6th in the queue should not take 43 minutes to answer. Shameful service by this surgery.
Visited September 2022
Review titled Upper Gordon Road Surgery
Replied on 10 October 2022
Dear anonymous We are terribly sorry for the service offered to you recently and thank you for feeding this back. We have just migrated over to a new telephone system and this has highlighted a big issue in the call flow system. This has been fed back to the company and a fix has been made. This was also compounded by new trainee staff and 3 reception members being off sick over the last few weeks. We do hope you will have a better experience the next time you ring the practice. Please do contact me directly if you remain unsatisfied with our service. Clinical Business Manager
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Review titled Excellent speedy care
Rated 4 stars out of 5
by Mrs Penny Burke - Posted on 05 July 2022
The nurse who checked my blood pressure etc. (for an annual diabetic review)was thorough and observant and acted on a problem she noticed instantly. I left the surgery having had an ECG and seen a doctor within an hour and a half. All the staff I interacted with were kind and efficient.
Visited June 2022
Review titled Upper Gordon Road Surgery
Replied on 07 July 2022
Dear Mrs Burke Thank you for your positive review. It is very much appreciated. I have passed on your comments to the wider team.
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Review titled Quick response time
Rated 4 stars out of 5
by Anonymous - Posted on 28 June 2022
I was able to make an phone appointment followed up by a visit to the surgery on the day I called. These were followed up by a second call and visit a week later. I was listened to and time was taken to diagnose my problem and medication given alongside some physiotherapy.
Visited June 2022
Review titled Upper Gordon Road Surgery
Replied on 29 June 2022
Dear anonymous. Thank you for your feedback. We are trying to keep pace with the ever increasing demand on primary care. Speaking to a clinician first means patients are getting the most appropriate care with the right person within an acceptable time frame. I have passed on your comments to the wider team. Thank you
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Review titled Excellent Service
Rated 5 stars out of 5
by Anne - Posted on 19 May 2022
I would like to thank you all at the surgery for your continuous support. My family are very privileged to be patients at a wonderful surgery. The Practice Manager i met today was very helpful, she sorted out my medication, online access and a insurance letter which staff could not find for my husband, nothing was too much for her! thank you all for being so wonderful. Anne
Visited May 2022
Review titled Upper Gordon Road Surgery
Replied on 23 May 2022
Thank you very much for your kind words and support in these tough times. We do appreciate you taking the time and writing this review.
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Review titled Catching Cancer Early
Rated 5 stars out of 5
by Steve J - Posted on 31 July 2022
The follow up to my cancer diagnosis has been both personalable and treatment expeditious. If I had not been heard by my Doctor and investigative steps taken I likely would still not be here. Staff took every necessary step to progress my scans, consultation and surgery At Frimley Park Hospital. This nhs practice moved far quicker than my private healthcare provider, Vitality approved my consultation the morning of my procedures (sigh) when the nhs has already diagnosed and scheduled surgery for that very same day. I have always believed in the nhs and this proves my faith has not been misplaced. If we need more doctors then I hope they are just like the ones at upper Gordon road I cannot thank the staff enough from the receptionist, admin team and nurses, though to the very doctors themselves, that whole team helped me every step of the way. If you thinking of registering elsewhere, don’t.
Visited May 2022
Review titled Upper Gordon Road Surgery
Replied on 01 August 2022
Thank you so much for a positive and honest review. This is really a testament to all our staff working really hard at Upper Gordon Road Surgery. The NHS is under severe strain but does us proud when we really need it indeed! I will pass on your comments to the wider team who will be thrilled to read this.
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Review titled Amazing surgery
Rated 5 stars out of 5
by Alison Dearmer - Posted on 19 May 2022
I am housebound so have home visits / consultations over the phone I cannot fault the services I receive from the surgery staff receptionists / admin / nurses / doctors all so so kind / understanding / caring / 10/10 !!!!
Visited May 2022
Review titled Upper Gordon Road Surgery
Replied on 23 May 2022
Thank you very much for your kind words and support in these tough times. We do appreciate you taking the time and writing this review. I will pass on this message to the entire team who will be pleased to read this.
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Review titled Great care and attention
Rated 5 stars out of 5
by Peter Stephenson - Posted on 21 June 2022
My family and I have been patients at Upper Gordon Road surgery for many years and have always received great care. However I feel I must highlight my recent excellent care and attention that I have received over the last few weeks from one of the GPs and the team. I called the surgery to speak to a doctor and was number 3 in the queue, within minutes I spoke briefly to the receptionist who informed me that a doctor would call me back within 2 hours, which they did. After I informed them of my issues they asked me to come to surgery and they would see me a few hours later. When I arrived I was seen within 10mins, I was greeted by the GP and a trainee Doctor and the process was explained to me. The outcome and scans was all complete with 16 working days! Thank you very much
Visited April 2022
Review titled Upper Gordon Road Surgery
Replied on 23 June 2022
Dear Mr Stephenson Thank you for taking the time to leave a positive review. The team really appreciates it. I have passed your comments to the GP and our trainee doctor. Best wishes