Fitznells Manor Surgery

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

Reviews

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Written by a patient
29th May 2019


I would really like to say I have received great care but I haven't, in fact for nearly 18 weeks now I have received no care at all and no explanation as to why despite e-mails and numerous phone calls to try to speak to Alison Kirk who, I believe is the Practice Manager, but never available. On February 1st 2019 I visited Doctor Vojka Knezevic about my shoulder who recommended I have some physio. I asked to see a physio at Bourne hall where I had previously received excellent treatment in the past but specifically not at PhysoPlus which is the preferred provider and where I have had a bad experience. Three weeks later I had a letter from PhysoPlus offering me an appointment. To cut a very long saga short this happened three times in all. I cannot fault the doctor who has apologized over the phone on each occasion. Three weeks ago I revived an e-mail from Surrey Downs Clinical Commissioning Group saying that they 'would be in touch in due course after they had received further clarity'. After 18 weeks I am still waiting an answer. Just to ignore me is very rude and certainly not an example of good care.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
3rd May 2019


I have tried on numerous occasions to phone the surgery but it's impossible to get through. Just get automated answer phone. I would like to book a telephone clinic with my GP and this can't be done via the website. Ridiculous. Reception is normally helpful once they pick up. That's the difficult bit.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
16th April 2019


Whilst the service I have received from the doctors has been fine the back up by the the support facilities is appalling. Getting test results and blood test forms always presents a problem and the online appointments system leaves much to be desired.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
16th April 2019


Anyone that goes here knows it is impossible to get an appointment. Even if you phone up at 8:30am sharp you are left on hold for ages and told there are no appointments. Even when I booked online they phoned me up on the day of the appointment and said the doctor was no longer available. Otherwise you might be lucky to book an appointment online for a month later. Useless. I understand they must be really busy but this place is useless, it's as if I'm not enrolled at a GP at all. I also feel very dismissed by the doctors because I am young. On multiple occassions I have felt I have not been taken seriously.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
9th April 2019


I can’t fault the medical staff but the practice manager and reception staff are very rude and dismissive. They can pick and choose who’d they like to help and it’s not the likes of me. After seeing my GP, I tried to make a straightforward appointment for my blood test and had only one person in front of me in the queue and no one behind me. The person in front of me must have had a complicated query but with only one receptionist on duty, I was duly ignored despite having two cranky toddlers in my arms. When I tried to speak up, I was ignored. After a while I left and was about to put my babies in their car seat when I thought I’d run in to check availability at reception. There was still no one to book me in. The receptionist helpfully told me that it’s not that she was refusing to book me in but that she couldn’t due to the practice’s first come, first serve policy. I hung around and left my phone number on a piece of paper asking if someone could book my appointment for me. As I work full time, I was worried that no one would call me back with an appointment so I went back in again and was still unable to make an appointment - this time being told that my children weren’t upset enough to warrant me being tended to straight away. When I complained to the practice manager, I was told that I wouldn’t like it if I was first in the queue and not helped because the person behind me had a straightforward query. As someone who knows what it’s like to wait in line whilst ill and to wait whilst nursing babies, where possible, I would let someone go in front of me if I knew I was going to take a while. They have no respect for patients and treat them like a nuisance. My concern here was that some patients get good service and some are treated appalling. Receptionists need training in unconscious bias.

Recommend
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Resources

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