Crouch Oak Family Practice
45 Station Road, Addlestone, Surrey, KT15 2BHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 14 July 2023
I have been trying to get an appointment for 6 months. Due to work commitments I can not always be at my computer/phone at 7.45am to get an online request submitted. When I do the online requests always say that nothing is available and that I should phone the reception. The NHS app also says that online requests are not available at this time and that I need to phone the surgery. After being on hold for up to an hour a receptionist tells me that they only accept online appointment requests. I have a serious health concern and feel like I can get no support.
Visited July 2023
Review titled Crouch Oak Family Practice
Replied on 29 July 2023
Dear Anonymous Thank you for your feedback. I am very sorry that you have had issues with accessing the Practice. Over the past months we have had issues with our website both with access and technical. We now have a new website which has been live for a few weeks. We hope that this will prove to be more efficient and helpful for our patients to access appropriate services for their needs. We have listened to patient feedback and now have more staff answering the telephone at our most busiest times of the day. Please be assured that if you choose our ring back option, a member of the Team will contact you as soon as they become available. For information our website and telephones open at 8.00 am Monday to Friday. As you have reviewed anonymously, I am unable to contact you directly to discuss your issues. If you would like to contact me at the Practice on 01932 840123, I will be happy to take further information in order to investigate you issues further. Best wishes Susan Goundry - Practice Manager
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Review titled I’m severe pain and for pain prescription for one month
Rated 2 stars out of 5
by Anonymous - Posted on 15 May 2023
As there is no other way to contact (having called several times) I am left no choice to leave this here sadly. One month ago my pain consultant for my chronic illness sent a letter for a medication the GP was to prescribe, as I’ve been in severe pain and not sleeping and barely able to move at times as a result and very distressed. I have now called the surgery 4 times to chase this and the consultant has written again, to no avail. I was assured the GP would call me 6 days ago and still no call. I find it extremely disappointing that severe pain is not taken more seriously and that I am now waiting a month for a GP to help me on this matter.
Visited May 2023
Review titled Crouch Oak Family Practice
Replied on 17 May 2023
Dear Anonymous I am very sorry that you have felt that you have no choice but to put this information regarding your pain management on the NHS Review site. As you have reviewed anonymously, I am unable to contact you directly to discuss your issues. If you would like to contact me at the Practice on 01932 840123, I will be happy to discuss your issues with you. Best wishes Susan Goundry - Practice Manager
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Review titled Great visit!
Rated 5 stars out of 5
by Anonymous - Posted on 18 April 2023
I received an email inviting me for a health check. Clicked the link and plenty on appointments available including the next day. The receptionist was friendly and booked me in. The nurse who performed the health check was amazing. She was extremely thorough and super friendly, putting me at ease throughout. Extremely efficient and clearly explained what happens next. Very happy with my appointment process. Thank you
Visited April 2023
Review titled Crouch Oak Family Practice
Replied on 18 April 2023
Dear patient Thank you so much for your feedback - it is good to hear when something has gone well. I will pass on your comments to our Nursing Team who will be happy to receive your feedback. Best wishes Susan Goundry - Practice Manager
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Review titled worst service i have encountered in 16 years
Rated 2 stars out of 5
by Anonymous - Posted on 11 April 2023
i find this practice to be impossible for me to book an appointment with due to time constraints imposed by my job. the phone line always seems to have a queue that will always be over the 30 minutes i have available on my lunch break and the 10 minutes i have on my shorter breaks, the online option is always disabled whenever i have a chance to check and because the opening hours line up perfectly with my work shifts i cannot attend in person to make an appointment without using a day of holiday. i understand the online side of this is a NHS problem as a whole but its honestly kinda ridiculous given i have been trying to contact them since moving to the area
Visited March 2023
Review titled Crouch Oak Family Practice
Replied on 11 April 2023
Dear patient Thank you for your feedback and I am sorry that your experience with the Practice has been less that positive. Please note that we have a call back facility on our telephone system, whereby you do not need to wait for your call to be answered. Once your call has reached the top of the queue you will be called back by one of our Admin Team. Our website opens at 7.45 am if you would like to put in a request. As you have mentioned there is a national NHS website issue at the moment, which has been exceptionally challenging for all Practices. I can understand your frustrations if you have been trying to contact us today, the day after the Easter Bank Holiday. It is always a busy time after a bank holiday and unfortunately today we have been further impacted with staff sickness. I will discuss your feedback with the Team at our next Training and Education session which will be held this Thursday. If you would like to discuss this further, please do contact me at the Practice on 01932 840123 - preferably after 2 pm when the telephone lines are less busy. Best wishes Susan Goundry - Practice Manager
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Review titled Poor service
Rated 3 stars out of 5
by Philip Baker - Posted on 20 March 2023
I spoke to a receptionist and was told to make an appointment on line. On 3 occasions the response on line was that the system was full and should try again the next day. Original contact was on Thursday. Last contact Monday - thats 5 days without receiving any advice or appointment. I contacted the practice again and they suggested I try again tomorrow before 8.00 am. On another note I had a 2 month repeat prescription declined because they said I had enough medication for another month. Actually they had doubled my dose so I ran out after a month. I phoned lunch time today but was unable to sort it out because there was no one covering lunch who could help. I was told to phone in the afternoon to speak to someone. Hopefully there will be someone available. My experience with the administration of this practice has been poor. My son is a GP so I know what level of service to expect.
Visited March 2023
Review titled Crouch Oak Family Practice
Replied on 21 March 2023
Dear Mr Baker Thank you for taking the time to write a review. My name is Susan Goundry and I am Practice Manager at Crouch Oak Family Practice. I am sorry to hear that you are disappointed with the level of service you have received, and I am concerned that you have tried to contact the Practice over a 5 day period without receiving any advice. If you would like to contact me at the Practice and provide further information, I will be happy to investigate this. Unfortunately, we have had significant issues with our website over the last few weeks. This is a national issue, which is out of our control. For safety, there have been times when we have had to turn off our website enquiries and revert to patients telephoning the Practice with their requests. This is not ideal and frustrating for both Patients and the Team. I do hope that you have had your prescription request resolved. Please let me know if this is not the case. All comments/reviews are discussed with the whole Team at our education meetings. We welcome all feedback in order for us to learn and make any necessary changes. Please do contact me at the Practice on 01932 840123 should you want to discuss this further or you have any issues with obtaining your prescription. Best wishes Susan Goundry
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Review titled Front desk should be nicer to the patients
Rated 3 stars out of 5
by Anonymous - Posted on 01 February 2023
We are all over worked and stressed but there is no reason to be nasty to your patients.. I had a comment today from one of the receptionist when I asked her to print my scan report as my NHS app was not connecting she walks around prints the scan report and says ,” I don’t think you will understand any of this” Why pass a judgement when you do not know the patient or know anything about them. Insult is one but this is not acceptable at many levels from a person working for NHS. I definitely understand more than what she thinks or knows but I didn’t want to say anything to show my level of a qualified healthcare professional who knows the meaning of the words in the scan. So appalling that this person is sitting on the front desk of a GP surgery She definitely showed her level today Improve your attitude You work for the NHS
Visited January 2023
Review titled Crouch Oak Family Practice
Replied on 01 February 2023
Dear Patient Thank you for your feedback. I am so sorry that you had a poor experience today at the Practice. Please be assured that I will investigate the issues that you have raised, and instigate further training as needed. All reviews, whether positive or negative, are shared with the Team so that we can learn from these experiences and improve the service to our patients. Best wishes Susan Goundry - Practice Manager