Fitznells Manor Surgery

Fitznells Manor Surgery, 2 Chessington Road, Ewell, Epsom, Surrey, KT17 1TF 144 reviews

Reviews

Recommend
Involvement
Cleanliness
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26th January 2024


Nice place.

Suggested improvements
Colour coded signs to each room would be nice.

Experience
Involvement
Cleanliness
Staff
Appointment
 
24th October 2023


Was told that to have her painkiller medication refilled had to speak to a pharmacist.they called once when my mother was on another phone call. We were not told they would only try once then give up. We were not given a rough idea of when they would be calling. When I phoned for clarification I was given a lecture that she should have kept her phone free and would have to book another appt. I’m disgusted. I thought u had improved how wrong could I be. Glad I’m not registered with you.

Suggested improvements
Everything !

Experience
Involvement
Cleanliness
Rating not given.
Staff
Appointment
 
9th August 2023


Unfortunately this practise is let down by the abrasive receptionists. GP's are fantastic and always offer a good, professional service.

Suggested improvements
Customer service training in how to be sensitive and responsive to patients concerns, questions and needs. People are generally at their most vulnerable when contacting the surgery and need support. Often calls are met with abrasive staff who are unhelpful and unprofessional.

Experience
Involvement
Cleanliness
Staff
Appointment
 
29th March 2022


Never answer phones , when online no one rings back for days ,

Suggested improvements
Everything

Experience
Involvement
Cleanliness
Rating not given.
Staff
Appointment
 
8th March 2022


Impossible to contact surgery either by telephone or online. Lack of planning and provision to facilitate access to the surgery No contingency in place to make up for the lack of telephone access while the new telephone system is being installed. The online access form has been closed as (they have already received number of forms that the staff can process for the day) leaving patients frustrated and probably worse. This probably results in patient going to A&E because they cannot access their GP when they need to. I am very disappointed that access to this surgery is so poor. The doctors and staff who work at this surgery are not the problem, the system and processes in place are the issue and need to be fixed urgently. We do not want patient to attend A&E or ending up in hospital simply because they can't see their GP! I am considering registering with another GP after 12 years with this surgery.

Suggested improvements
If yo know the telephone system is going to be down, you could have put contingency plan in place to facilitate access to the surgery. Like bringing in more resources to enable the online forms to be processed. NOT closed off the online access/appointment request. The above scoring is based on previous experience however today my experience was very poor as I was unable to contact the surgery to make a follow-up appointment as advised by my doctor.

Experience
Involvement
Cleanliness
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Resources

Short link to review Fitznells Manor Surgery: http://iwgc.net/ecaj9