Ashlea Medical Practice
39 Woodfield Lane, Ashtead, KT21 2BQContact details and opening times
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Reviews
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Review titled rude receptionist first time in 10yrs !
Rated 4 stars out of 5
by Anonymous - Posted on 28 May 2024
I have been a patient at Gilbert House Surgery for 14 years and have always experienced a high level of care and professionalism from the reception staff. However, this morning - 28 / may at 10:30am my encounter with a younger receptionist was quite disappointing. She was abrupt, insensitive, and displayed a level of unprofessionalism that I have never encountered before at this surgery. Rather than addressing my concerns with the usual care and respect, she repeatedly gave unhelpful responses and seemed disinterested in assisting me. To make matters worse, she hung up the phone mid-sentence, preventing me from discussing an additional concern. This behavior is unacceptable and does not reflect the excellent reputation of Gilbert House Surgery. I hope this feedback will prompt the surgery to ensure all reception staff maintain the high standards of patient care that I have come to expect. Very disappointed.
Visited May 2024
Ashlea Medical Practice has not yet replied.
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Review titled Awful
Rated 1 star out of 5
by Bunny - Posted on 11 March 2024
Was told last Wednesday after telephone consultation with GP that my warfarin urgently needed would be prescribed.. wasn’t! Along with various other medications visited surgery very helpful reception told me to call Monday. Receptionist Monday very rude and unhelpful told me to “calm down” will be making a complaint if you can avoid them go straight to an and e. they are taking the GP government money for sub standard service
Visited March 2024
Review titled Ashlea Medical Practice
Replied on 24 March 2024
Dear Bunny, Thank you for your feedback. Apologies you have had a less than satisfactory experience at the practice. I understand a GP partner has contacted you directly to discuss your concerns and some staff training issues were identified. These have now been addressed with the staff involved and the wider team as part of our staff development programme. We continually strive to offer our patients the best possible care and service. Should you require further assistance in future, please be aware our Patient Services Manager is available to assist you. Thank you. Practice Manager on behalf of the Ashlea Medical Practice Team.
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Review titled Fantastic and responsive
Rated 5 stars out of 5
by A S - Posted on 22 March 2024
I called at the end of the day on a Friday with concerns about my infants temperature and a slight rash. The receptionist was helpful and we were very fortunate to be seen within 15 minutes of my call. The GP was warm, patient and really put my mind at ease. I have also been treated as a patient myself this week by a different GP at the practice, I had another great experience and found the GP to be thorough and compassionate. I would absolutely recommend this practice and am very grateful to have them looking after mine and my family’s health.
Visited March 2024
Review titled Ashlea Medical Practice
Replied on 24 March 2024
Dear AS, Thank you for taking the time to give your feedback regarding your recent experiences at Gilbert House Surgery. We realise how concerning it can be when children are unwell and hope your child has now fully recovered. We will be passing on your feedback to our staff as we greatly value recognition of the services we work hard to provide. Thank you. Practice Manager on behalf of the Ashlea Medical Practice team.
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Review titled Horrible reception team
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
Horrible experience with the reception team who reduced me to tears on several occasions. Extremely unhelpful, un-empathetic, uncaring and incompetent reception team. If you want help from the receptionists at Gilbert house, there is no point even trying
Visited May 2023
Review titled Ashlea Medical Practice
Replied on 24 March 2024
Dear Patient, Thank you for your feedback. Apologies you have had an unsatisfactory experience at the Practice. In order for us to be able to address your concerns please contact our Patient Services Manager at reception who is available to assist you during surgery opening hours on 01372 276385.Thank you. Practice Manager on behalf of the Ashlea Medical Practice Team
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Review titled Prescription Request not done
Rated 1 star out of 5
by Anonymous - Posted on 21 April 2023
Requested painkillers 5 days ago. Have checked twice at chemist especially as this is now 5 days ago and still not there. Have gone back into the surgery and am told by the receptionist that there is no request. I then have to prove that I sent the request by showing her I have had a text message and email confirming my request. She has another look and can find these but says they haven't been done as someone hasn't pushed a button to send to the doctor. So you have patient that requires these painkillers and have left them in pain due to you not pushing a button. Having asked for this to now be done urgently today as my mum is without the painkillers she needs. What exactly is the issue with this surgery last time you used staff being off with Covid as an excuse. You hang on the phone for an hour in position one, why? Can someone also explain why that is? The receptionists appear to have less and less to do, as they don't answer phones and can't push a button on a keyboard.
Visited April 2023
Review titled Ashlea Medical Practice
Replied on 24 March 2024
Dear Patient, Thank you for your feedback. Apologies you have had a less than satisfactory experience at the Practice. In order for us to be able to address your concerns please contact our Patient Services Manager at reception who is available to assist you during surgery opening hours on 01372 276385.Thank you. Practice Manager on behalf of the Ashlea Medical Practice Team
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Review titled Cancellation of appointment process
Rated 2 stars out of 5
by Anonymous - Posted on 12 November 2022
I phoned the receptionist in early October to cancel Nov 12 flu jabs for myself and my husband as were given these with our Covid jab. On Nov 11 we still got message reminders of the appoints on the 12th. I clicked cancel on the message and tried to phone also to confirm the cancellation that they should have done in Oct. I hung on for 30 mins and got no answer. I was caller 1 for 20 mins so perhaps nobody was answering the phone and people were hanging up. Later that day I got an email reminding me of the appointment but you cant reply to those. The receptionist should have cancelled them in Oct as she said she would and if they now end up with 2 no shows that will be a waste of scarce resources. I also tried to use the practice website feed back form but as it is now Saturday that just says the practice is closed.
Visited November 2022
Review titled Ashlea Medical Practice
Replied on 24 March 2024
Dear Patient, Thank you for your feedback. Apologies you have had a less than satisfactory experience at the Practice. We are aware there were a number of technical issues at that time. In order for us to be able to address your concerns please contact our Patient Services Manager at reception who is available to assist you during surgery opening hours on 01372 276385.Thank you. Practice Manager on behalf of the Ashlea Medical Practice Team