Bartlett Group Practice
Frimley Green Medical Centre, 1 Beech Road, Frimley Green, Camberley, Surrey, GU16 6QQContact details and opening times
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Reviews
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Review titled Appalling surgery
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2023
Moved to the surgery recently and have had nothing but issues. I'm a mother of two and have tried to get appointments for my children. My most recent issue was yesterday and today. Firstly the telephone system is not fit for purpose. I tried calling at 8am foe an appointment, went through the options until it said "there is no-one to answer your call" and automatically hung up. 30 attempts later and at 8.14 I was finally placed in a queue about 30. I remained on hold for 45 minutes before finally speaking to a receptionist. She was curt (probably under pressure) and sarcastic about my complaint. I was offered a telephone call for the afternoon. The gp called later in the afternoon and just basically read me the same information I had found on the nhs website. I work in a hospital (hence remaining anonymous for this as professionally I am not able to self diagnose or diagnose family members) but did ask a colleague to look at my son and they suggested a course of antibiotics and a specific medication (that is cheap to source) due to other symptoms that are not clearly visible in the pictures that have been sent. I have called back and sat through the same loop system again and probably wasting another appointment as this could and should have been dealt with yesterday. Shame your practice doesn't seem to understand girft principles (get it right first time - ultimately enhances patient experience and saves unnecessarily wasted appointments. As previously mentioned I have remained anonymous on this post but will happily contact you or your patient manager to discuss further if you are able to provide an email address. Trying to contact anyone via phone in your surgery is an absolute misery and 9 times out of 10 the automated system sends you on a loop and hangs up as that department/area is understaffed or closed for sessions. The whole practice needs reviewing as I am sure the staff are not happy working the way it is with so many disgruntled patients coming through the doors or on the phone.
Visited February 2023
Review titled Bartlett Group Practice
Replied on 19 May 2023
Dear Anon Apologies for the delay in responding. I am sorry you have had cause to complain. It really would be good to discuss your concerns. Do call in to speak to our Patient Service's Managers, or use the link on our website. Yours sincerely Wendy Foster Practice Manger
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Review titled No Appointments
Rated 2 stars out of 5
by Anonymous - Posted on 11 January 2023
I have had my telephone appointment cancelled twice now and gone from a timed slot to sometime during the day. I need a review of one of my medications and cannot do an econsult as they close it down very early from opening. My message said I could re book a suitable time online but there is no appointments. I was told yesterday that there are no slots and 'I have a Mobile phone so I can accept a call anytime! ' I was told that I need to take any issues up with my doctor when I speak to him next . I just need a medication review as I'm soon will be running out and there is nothing I can do . I appreciate everyone is stretched but I'm getting nowhere where my appointment have been changed twice and two weeks along from.the original date
Visited January 2023
Review titled Bartlett Group Practice
Replied on 16 January 2023
Dear Anon It is super difficult for us to say what has gone wrong if you are unable to leave your name, or, better still, contact our patient service managers to discuss further. I think I know who you may be from another conversation mentioned on the same day that was similar. If so, the appointments were cancelled due to staff sickness. We had a lot of the team off with flu and were covering with other staff where we could. Obviously if a nurse or doctor has done a 12 hour shift, we are unable to ask them to do a further 8 hours to cover someone that is sick. I'm sorry that you didn't get what you wanted when you wanted it. You can have a timed slot but that would still be dependent on various out of control things such as urgent work coming through etc. The doctors do try to do timed calls on time. Please do contact our patient service managers to discuss further if this you, or indeed if you need further clarification and we can look into it more. Yours sincerely Wendy Foster Practice Manager
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Review titled Can't get an appoinment
Rated 1 star out of 5
by Tony Lake - Posted on 01 December 2022
This is the second day I have waited for nearly an hour to try and get a telephone appointment with a doctor. I was told they are only taking emergency appointments so could I try again tomorrow? Which I am pretty sure will result in the same result. I am not a doctor so I do not know if my problem is urgent, nor, I expect does the receptionist. There has to be a far better way to help your clients. I have been with the practice for over 20 years and in the past it was much better. Now I feel like I am ignored.
Visited December 2022
Review titled Bartlett Group Practice
Replied on 16 January 2023
Dear Mr Lake Thank you for taking the time to comment. We were under the cosh with doctors and staff illness at worse levels than with covid so were limited on what was available. I'm sorry you feel ignored, this is certainly not what we want for you or any of our patients. Yours sincerely Wendy Foster Practice Manager
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Review titled Difficult to get hold of someone
Rated 2 stars out of 5
by Anonymous - Posted on 10 February 2023
Since December I had an infection and tried get an appointment to be seen. Often the phone was cut off, call back never worked. Finally in January I ended up with a receptionist on the phone. I explained to her about my symptoms and that they had gotten much worse over time and were debilitating by now. She then offered me an appointment for 4 weeks later. At that point I broke down crying as I couldn't wait that long and told her so. She then said that if I felt it was urgent I should call 111, but that to her opinion it wasn't. I could hear the eye roll, her tone was unprofessional and upset me even more. I subsequently phoned 111 and they concluded that based on my symptoms it was urgent, so they arranged for me to see the GP the next day who then ended up giving medication, which unfortunately only temporarily did the trick, likely because I had been walking around with the infection for so long, so I'm back again trying to get hold of someone. Not sure how long it'll take now.
Visited December 2022
Review titled Bartlett Group Practice
Replied on 10 February 2023
Dear Anon I'm at a bit of a loss to help you as you are anon. However, you said you were on the phone now and at this moment in time we have 4 receptionists answering the phones and currently only one in the queue. I waited to see if it was someone fitting your description to help you but it wasn't. We have call recording and can pick up your conversation to see what happened for you. Please don't hesitate to call in to my patient services managers so that we can look into this further for you. Regards Wendy Foster Practice Manager
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Review titled Bad experience!
Rated 2 stars out of 5
by Emily - Posted on 27 October 2022
Myself&mother have been trying to book an doctors appointment for over 2 weeks now for my 72 year old grandad, who is now struggling to walk due to not seeking medical attention from his doctors! Every time we select the “call back” options, we never get a call back. Or if we stay on the line, we get cut off because of too many people on the line. Then if we try again later like they recommend on the line, they can’t take no more appointment! Tried doing an online consultation but can’t finish that properly as my grandads symptoms are so severe - we got told to call the practice! Very poor in my eyes!
Visited October 2022
Review titled Bartlett Group Practice
Replied on 27 October 2022
Hello Emily This is the first I have heard about an issue such as this. Please can you contact our Patient Service's Managers to discuss this further so we can get to the bottom what your issues are. We are unable to help if you cannot contact us. Yours sincerely Wendy Foster Practice Manager
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Review titled Admin nightmare
Rated 1 star out of 5
by Anonymous - Posted on 11 October 2022
Rang to speak to a GP and pressed for a callback as long waiting time. Nobody called me but after 2.5hrs I received a text saying surgery had tried to call me ( I hadn’t received a missed call and it’s the second time this has happened and after checking yet again, they do have my correct mobile number. ) Message read that if I called back I would be a priority so I called and waited for 6 minutes in a queue as caller no. 1. When I got through and explained I was informed there was no record of them texting me at all to say to call back. They had also reached capacity that day so if I wanted to speak to a GP could I call the surgery tomorrow ??!?! I was pretty upset by then but I did not say this to the receptionist as it is not their fault. It’s the system and it’s not effective. Since then I have had an appointment and was promised an email explaining some exercises to improve my condition. 5 days later I still have not received a thing. This morning I received a mobile text to remind me of an appointment that I should attend next week for a blood test that is actually for my husband. Nothing to do with me. He has his own contact number. I feel as though this is a merry go round of errors that is so disappointing. I used to love my GP surgery but now I dread phoning.
Visited September 2022
Review titled Bartlett Group Practice
Replied on 12 October 2022
Dear Anon We need to be given the chance to look at this for you. I would like to get to the bottom of what has gone wrong for you but cannot do this as you haven't left your name. It would have been better if you had contacted our patient service's managers so that we can discuss this further. Please can you contact frimleyicb.bgpfgpatientservicemanager@nhs.net