Fern House Surgery

Fern House Surgery 2021-06-01 Person 5 5 0

Fern house has always been a first class experience for my family and I. The reception staff are polite and and a pleasure to talk too. The GP’s and nurses are exceptional. We’ve never had a bad word to say about Fern House.

N/A

Fern House Surgery 2021-04-27 Person 5 5 0

As per above

As per above

Fern House Surgery 2021-03-28 Person 3 5 0

It’s often difficult if not impossible to get through on the telephone. When getting through on the telephone if describing a complicated issue it occurred to me, based on conversations, that receptionists probably are not medically training which makes the conversations more difficult than perhaps they need to be. Also the conversations have to be speedy because they are having to deal with queues of people at peak times. So perhaps a heightened degree of medical training for receptionists would help improve things. Also, finding a way to scale the operation such that prospective patients aren’t waiting on the phone for long periods would be an improvement that would help. Even if it were something like an overspill system where calls are automatically answered with the promise of a call back within 15minutes or something similar. It’s not easy dealing with peak time calls but being able to measure response times, the reasons for calls during that time and finding ways to improve things would I think help raise the bar and stop folks griping that they can never get through. Unfortunately without the data I can’t offer suggestions of how to deal with it. But if the data was available, happy to help do some analysis and offer some suggestions free of charge if you thought it would help. Anyway hope this helps.

I recent had a MRI scan at Chartwell hospital privately, they tell me they emailed a report incl. scan to Fern House - medical secretaries.But Dr Mayet couldn’t see the report or mri scan on his computer system. Clearly there is some kind of Integration issue where records are not being updated which is a concern. Improving system integration seems to me to be something that needs work. Hope this helps.

Fern House Surgery 2021-03-26 Person 4 5 0

The phone line is often busy. Often it’s difficult to book an appointment because the doctors are so busy.

Receptionists are busy, at key times, having extra receptionist / phone help at peak times would probably help.

Fern House Surgery 2021-02-25 Person 5 5 0

The new system if using an online contact form to receive a call back is very good and saves patients from trying to get through by phone.

When Covid is under control and we go forward it will be great not to queue outside and speak to reception staff at a small window. Improvements to the flooring make the environment appear cleaner and strike the appropriate balance between a beautiful old building and modern efficiency. I would like to see a move from phone consultations to a variety of f2f and video calls. There is no substitute for visual contact.