Chobham & West End Medical Practice

Chobham&west End Med Prac, 16 Windsor Road, Chobham, Woking, Surrey, GU24 8NA

Also known as: The Surgery, 16 Windsor Road, Chobham, WOKING, GU24 8NA, Lucas Green surgery, Lucas Green Road, West End, WOKING, GU24 9LU

 

Recent Reviews

 
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21st August 2018
Written by a patient

Shocking service in there! Receptionist think they are doctors, made me wait 2 weeks for a telephone appointment to arrange a blood test and then they ring me and tell me they can't offer me a blood test for 5 weeks away! Bloody ridiculous! DR Carty and Emma the diabetes nurse are the only good things about that place, they are both brilliant. Shame the rest of the customer service bring it down massively! Rude and unhelpful receptionist.

4th September 2018
Response from Chobham & West End Medical Practice

I can assure the author of this post that the receptionists do not think they are Doctors! They are fully aware of the limitations of their role. If a GP does not have a telephone appointment free for 2 weeks then that is all the receptionists can offer. we would all dearly like to have capacity for every eventuality, but unfortunately the GPs are human and can only work so many hours in one day. With regard to the blood test - The hospitals remain the main provider of this service , although they will try and dump the work on us by telling patients to get it taken at their practice. This service is not part of our core contract, but we have offered it in the past due to our geographic location and distance from the hospitals. Patients can still use the hospital service though. In the last month we have said goodbye to 2 of our phlebotomists, we had recruited a replacement who was due to start last week but 2 days prior to starting she reneged on her contract. We are now advertising for another replacement. Our 1 remaining phlebotomist is now working 4 extra shifts a week to help out. I apologise if the receptionists’ attitude seems rude and unhelpful. There is a continual stream of callers into both receptions and they need to be efficient in fielding these calls so that callers are not left hanging on the line. Unfortunately this efficiency can sometimes be mistaken for rudeness as can a negative response with regard to appointment availability. All our Receptionists are obliged to give their name when answering the telephone, so if you do feel a receptionist has spoken to you in a rude manner then please let our Reception managers know as soon as possible. David Clippingdale Practice Manager

Recommend
1 2 3 4 5

Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
16th August 2018
Written by a patient

We all know the system is at breaking point, but this surgery needs to progress. Still not offering triage service to avoid patients having to visit . Not doing late nights or weekends. And the receptionist are dire, you call asking for appointment no empathy , no suggestion on what to do if they can’t offer appointment. They can’t get you off the phone quick enough. This is unacceptable and the consequences could be fatal they need to be aware that most people only call a doctor when necessary not for a chat and to be fobbed off.

31st August 2018
Response from Chobham & West End Medical Practice

In the past we have tried offering a GP Triage service, it ran for a little over 6 Months. The problem is that we found that the majority of patients triaged over the telephone were still required to come into the surgery for a face to face consultation. It was therefore decided, that with the limited resource available to us, using this GP time on the telephone would be better spent giving us more appointments with the GP seeing patients face to face. As a practice we are part of the local GP federation and this now provides (from last week) both evening and weekend appointments on our behalf. These appointments are at the Bedser Hub in the Woking community hospital. They can be booked via our receptions. I apologise if the receptionists’ attitude seems like they are trying to get you off the telephone quickly and lacks empathy. There is a continual stream of callers into both receptions and they need to be efficient in fielding these calls so that callers are not left hanging on the line. Unfortunately this efficiency can sometimes be mistaken for them fobbing callers off. Perhaps now the demise of Primary Care is in the open, we will eventually receive the resource required to provide the service that our patients need. We currently receive £87.92 per patient per year – regardless of how much of our resource that patient takes up. David Clippingdale Practice Manager

Recommend
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Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
24th May 2018
Written by a patient

I have just waited 23 minutes on the phone to try and get an emergency appointment to no avail. You're better off going in person to one of the surgeries. In January I saw a doctor for a skin lesion. I was told I'd be referred to one of their doctors. It is now the 25th of May and I'm still waiting. They seem to be far too busy. When you actually get to see a doctor they are lovely and say all the right things, but, there is very little follow through. I really cannot say what would make things better as they obviously lack resources. When you go in person the receptionists are excellent .

Recommend
1 2 3 4 5

Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
21st May 2018
Written by a patient

Recommend
1 2 3 4 5

Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
18th May 2018
Written by a patient

Great doctors, nurses and staff!


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