Reviews
Recommend
Involvement
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Staff
Appointment
Glenlyn Medical Centre
2016-07-11
Person
2
5
0
Written by a patient
Written by a patient 11th July 2016
Cannot get an appointment to see the doctor for sometime now. So cannot say how good the service is. The online system is broken. Every time I called, all the slots were taken. As advised by the receptionist, I called at 8 am in the morning. I was kept waiting 30 minutes on the phone and even then, I could not get an appointment at Glenlyn. I found the receptionist friendly. It is not their fault. I blame the partners for systematically running the surgery for their benefit. They had not been developing their staffs and recruit GP's into their partnership. As a result, no GP stays for long. I don't remember seeing the same GP for the last 10 years.
18th August 2016
Response from Glenlyn Medical Centre
Thank you for taking the time to write this review. We apologise if our service did not meet your expectations, and appreciate you taking the time to share your concerns. We continually strive to provide a consistently reliable service and an excellent level of patient care. By ringing either Glenlyn (0208 979 3253) or Giggs Hill (0208 398 8619), routine GP and nurse appointments can be booked at either location of your choice. You can call and ask for a ‘prebookable appointment’ at any time. There is a rolling programme of releasing ‘prebookable appointments’, so that there are appointments available daily. The majority of appointments are released at 8 am and do go very quickly despite the number of appointments we have to offer. We fully understand your concerns regarding continuity. Although patients may not see the same GP at each visit, the patient’s records are available at the time of their appointment. We do always try to offer appointments with the same GP but unfortunately this is not always possible. We also have the facility to book certain appointments online. To take advantage of this, please visit the Practice for this to be arranged for you. We do have an Urgent Care Clinic for appointments on the day. The Urgent Care Clinic is sit-and-wait at the Giggs Hill branch. This Clinic caters for sudden problems like sore throats, rashes and fevers. Patients have access to experienced Advanced Nurse Practitioners who can diagnose and prescribe for these conditions, just like doctors. They are also able to direct complex cases to doctors at the surgery if needed. The Glenlyn Medical Centre is a training surgery. This means that some physicians start here and go on to specialise in their chosen field. We are very grateful to those who have remained and provided stability. However, now we are very happy with our medical team of Doctors, Advanced Nurse Practioners, Nurses and Health Care Assistants. Nationally, we are seeing an increase in demand for GP appointments and we are also experiencing this locally, which means we are busier than ever. We continue to undertake recruitment to extend the team further. We are also expanding our administration team and providing them with additional training to help improve how we work as a Practice. We appreciate your feedback and your comments will be used as part of our staff training, in order to improve the level of care we provide.
Glenlyn Medical Centre
2016-07-05
Person
1
5
0
Written by a patient
Written by a patient 5th July 2016
If you are new to the area, PLEASE DON'T REGISTER WITH THEM, YOU WON'T GET AN APPOINTMENT!
The front desk team are next to useless, the doctors just want to get you out as quickly as possible and thats assuming you can get an appointment in the first place.
They are now advising patients they can get you an emergency appointment at a surgery in Thames Ditton. Well, if I lived in Thames Ditton, that would be great, but I don't, I live in West Molesey.
Glenlyn Medical Centre
2016-07-04
Person
2
5
0
Written by a patient
Written by a patient 4th July 2016
Could I suggest that you have better systems - 1 - for making referrals to hospitals, consultants etc - as just chased up my referral to Kingston Hospital to be told - FAX NOT GONE THROUGH - this seems to happen time and time again. Likewise when reports come back from hospitals - they also seem to get lost?
2 - I have just chased up referral for echo and 24 hour ECG monitor having been told it was fairly urgent I have this done - FAX not received at Kingston - LOST!!! Glenlyn unable to send through a second request today as there is no doctor on the premises (nor has there been one since 12 noon) and a doctor has to sign the request tot he hospital - despite it being sending through the original request of 3 weeks ago!!
I was told they dint know where the doctors were - there were 3 on at Giggs Hill apparently -but no they were ot able to fax it to Giggs Hill to get doctor to sign it there to send on to Kingston Hospital - as the system does not work like that!!!!!!!!!!! Perhaps it should?
Glenlyn Medical Centre
2016-07-04
Person
2
5
0
Written by a patient
Written by a patient 4th July 2016
This is the first time I have had to use the new system of requesting a same day appointment and being sent to Giggs Hill. I was grateful that the Glenlyn receptionist managed to fit me in and understood that it was a sit and wait your turn service. Once I was at Giggs Hill I was dismayed in the service, at Giggs Hill I was made from the moment I got there to feel as if I was a time waster who had no right to be there.
I am sorry to have to report this in this way, but this split service must be reviewed urgently as I feel that Glenlyn patients are not being treated or serviced by Giggs Hill practice if my first time experience is anything to go by.
In future I will wait for several days to get an appointment with my own practice at Glenlyn as at least their staff are polite, helpful and you are not made to feel that you should not be using the service at all.
Review what you are doing to our Glenlyn service urgently. No one seems in favour of it as it's not working.
18th August 2016
Response from Glenlyn Medical Centre
Thank you for taking the time to write this review. We apologise if our service did not meet your expectations, and appreciate you taking the time to share your concerns. We value your feedback, and your observations will be used as part of our ongoing staff training, in order to increase the level of patient care and standard of service we provide.
Glenlyn Medical Centre
2016-07-01
Person
1
5
0
Written by a patient
Written by a patient 1st July 2016
I have tried to get an appointment to see a doctor at Glenlyn on several occasions recently, only to be told that no appointments were available. I was told that I could get an urgent appointment at the "sister" clinic at Giggs Hill, Thames Ditton, if I telephoned at 8 a.m. the next day. I registered with Glenlyn, as it is local to me and I really can't travel to a clinic that is in the next village three miles away that isn't even on a bus route from East Molesey. I feel that that management of Glenlyn needs some urgent change, to help people and not put obstacles in the way of patients seeking medical care.
Resources
Short link to review Glenlyn Medical Centre: http://iwgc.net/ecald