Stephenson Road, London, England, E17 7JT
I have been registered with The Firs for over 10 years , I am very happy with my G.P. but it is impossible to get an appointment . I called early in the morning to book a visit and the answering machine was saying that the service is only available from 14.30 onwards.I called back at 14.30 and the line was constantly busy , I kept redialling at least 35 times from 14.30 to 15.10 and finally I managed after waiting 15 minutes on the line to speak to a nurse. I asked if I could book an appointment with my G.P. ( I didn't want an appointment for the same day obviously as I know how busy the G.P. are ) and the nurse told me " we don't have an appointment available for today but you can call back on Wednesday morning and if there are any availability the doctor will call you back and arrange the appointment with you for the same day ". I am employed and I don't have the luxury to leave my job whenever I want, that's why i called to book an appointment so that I can take time off or leave early work to go to the appointment. The booking service it has always been very poor unfortunately. The Firs website advertise the now online booking is available but the page requires a reference number and password that I was never given.
I was very pleased, that I was able to make an appointment Wednesday in person to see an unspecified doctor. I had been told to see a doctor by my dentist and I left his surgery and went direct to the Firs I was in pain and the young lady offered me an appointment at 4.50 pm the same day. I saw Dr Poole who was brisk and dealt with my problems in an efficient manor asking me to return the next day a blood test again I got an appointment for the Thursday. I was surprised as I know this is a busy place.
I must give credit where credit is due. I have never had any problems whatsoever here, polite helpful and courteous staff, they go out of their way to help you even with millions of things to do, as i'm sure they must be extremely busy both receptionists and GP's alike. If an appointment is needed one is given the same day :o) Cannot fault any of my experiences here.
Dear Patient Thank you for your feedback. I am pleased to hear that you are satisfied with the service. We do our best for the care of our patients. Kind Regards Practice Manager
I needed to speak to a doctor about my 81 year old mother and because I did not press the numbers at the beginning of the call but just held on as I was advised my call was totaly ignored and after 30 minutes of listening to a ringing tone I gave up. This is without doubt the worst service I have ever encountered when trying to contact a doctor. I then attempted to ring the appointments line which at least told me where I was in the queue unfortunately 15 mins later I put the phone down yet again. Then I tried to access the web comments page.... no joy! I am disgusted with this surgery and still have no idea what to do about the problem with my mothers prescription! I do not live near enough to just pop in so how exactly am I supposed to contact the correct person? Thank God this is not my doctors.
Dear Carer I am sorry to hear the problem you have experience while contacting the surgery. I hope that the problem has been resolved by now. You can alway send me an email, my address is on the practice website. We could arrange a meeting in the practice to discuss what is best for the management of your mother. Kind Regards Practice Manager
The Firs website says: We will: Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day. I have been trying to get through on the phone for several days unsuccessfully. Today 27th Jan I got a reply & was offered the very first available appt on 13th Feb. This is not acceptable. It is no wonder that people are turning up at A & E.
Dear Patient I was concerned to learn of the difficulty that you encountered by the service. Please accept my sincere apologies for the distress and inconvenience this has caused you. If you would like to discuss our findings further with us, please contact me and we will arrange a meeting in the practice. Practice Manager