Brockham Surgery

Brockham Surgery 2014-12-01 Person 4 5 0

Being able to re-order prescriptions online is an asset. There are, however, the occasional delays in them arriving at the pharmacy. Over all, I have no real complaints about the service that I have received over the past year or so.

Brockham Surgery 2014-11-01 Person 4 5 0

I am listened to and involved in the decisions. The contrast of The Brockwood Practice with the 111 out of hours service, which I had to use recently, was dramatic in the quality of Brockwood.

Brockham Surgery 2014-10-17 Person 4 5 0

Thanks to the efficient way in which I was treated at the surgery my prostate cancer, the symptoms of which I had ignoredfor some time, was put into abeyance by the consultants at the hospital. I would like to thank the Doctor and the nurse involved for their splendid help. I am not cured of course but the disese is in remission and I will be on medication for some years yet. The receptionists are alsop very helpful to me when I have to make appointments ,although I do most of my administration by PC, the nurse is not available online.

Brockham Surgery 2014-10-11 Person 4 5 0

Excellent GP. Discusses problem and comes up with sensible suggestions. Kind and empathetic. A busy surgery. Routine appointments can be booked but if non-urgent may be some days later with preferred Doctor. Much better than arrangements at previous surgery in Reigate.

Brockham Surgery 2014-10-08 Person 3 5 0

Most of the receptionist need some basic customer care training. When you approach the desk, they do not look up, smile or acknowledge your presence. They continue with what they are doing as if you were not there until they have finished . The they look up -may or may not make eye contact -and probably don't smile. The occasional one who says -be with you in a moment - if she is busy on the computer or smiles if she is on the phone, shows what is possible, and makes the others look rude by contrast. The rule for customer care is : acknowledge presence, make eye contact, and smile. It is very easy. The same receptionist is often fielding phone calls as well as dealing with people at the desk, and not surprisingly gets flustered and rushed. It should be possible for the phone calls to be dealt with by one person and the people at the desk by another, so that the receptionist is not pulled two ways. Allow people to book telephone consultations with doctors at fixed times -preferably early in the morning, so that a decision can be made in good time about keeping a child off school, staying off work or arranging to come in to be seen. If a telephone consultation saves a visit then that must be more efficient - (in place of the present -if you are lucky we'll phone you some time after 11 -system). If need be have one doctor on telephone duty -say between 8.30 and 10.00 - so that doctors are not trying to field calls between patients. Or, pass the calls around doctors with the understanding that the caller will be phoned back as soon as the current patients has been seen (so within 10 minutes or so). Stop rotating all the doctors in the practice around all three surgeries. I can see that that was thought a good idea when the practices merged (team building and so on) , but the result is that if a patient wants to see a particular doctor, because they have started treatment with them, they have to chase them round all three surgeries to get an appointment. Very inefficient -lots of extra travelling time and petrol use for both patients and doctors. Have each surgery staffed by a core of 3 or 4 doctors, so that patients can see the same people regularly. I recently saw a doctor at Brockham whom I'd never seen before, when I would rather have seen one of the three doctors who had been involved in the treatment so far. He was a very experienced practitioner, whose home practice was North Holmwood (where , he told me, patients were begging for appointments with him). We had to start the 8 minute slot with me trying to give an edited highlights account of my fairly complex history, guessing what might, or might not, be relevant to the current symptoms. He valiantly tried to adsorb what I was saying and check what he could on the computer screen. And that was before we got to the reason why I'd come. Not conducive to good medicine. One of the doctors who knew me could have saved all that time, and been in with a much better chance of delivering a good standard of medical care . Have each permanent doctor with a major presence at one surgery and a minor one at one other (to give you some flexibility). Then I am likely to be able to see the same doctors regularly at my closest surgery. I hear far, far worse stories about other practices -so we are lucky -but the minor tweaks I have suggested will cost nothing and will give an improved level of service and medical care. Incidentally, its good to see in the "pick your age" box below that I can choose ages up to 150. It shows what confidence the doctors have in keeping me going.