Dorking Medical Practice
New House Surgery, 142A South Street, Dorking, Surrey, RH4 2QRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent and efficient practice
Rated 5 stars out of 5
by Anonymous - Posted on 08 December 2022
I had worrying symptoms but received prompt examination and a follow up Xray on the same day. The GP contacted me with results on the same day of the procedure. This provided tremendous reassurance. Very impressive.
Visited December 2022
Dorking Medical Practice has not yet replied.
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Review titled Terrible Service
Rated 2 stars out of 5
by Anonymous - Posted on 11 October 2022
Good luck to anyone wanting to get through or speak with a doctor. They have this useless on-line form that you have a minimal 3 hour window to complete from 7am to 10am. If you call at lunch time they are then closed for an hour. Totally unhelpful to anyone who has children and is trying to juggle that with work and a million other things in our busy lives. If you want to speak to someone on the phone then forget about it. The last 2 times I have tired I was on the phone for over 30 minutes each time before I gave up and drove down to the practice instead to speak with the reception. They are behaving as if we are still in the middle of a major pandemic which we are not! Any chance to cut the service and make it harder for people to communicate with the practice is taken at every opportunity. Last time I asked for a face to face appointment I was told it would be around 2 weeks to actually see a doctor in person. The service offered by the practice is worse than useless
Visited October 2022
Review titled Dorking Medical Practice
Replied on 11 October 2022
Dear Patient, Thank you for taking the time to give us your feedback. At Dorking Medical Practice we strive to offer high levels of patient care and customer service. I'm sorry you have been disappointed with the service we offer. As you have submitted your feedback anonymously, I can only give you a general reply. If you would like to contact me via the practice and give me more detail, I would be happy to investigate further. We regularly review our appointments system to ensure we are as accessible as possible to our patient population in a safe manner. Many of our online forms accessed via our website are available 24/7, however we restrict access to certain forms which are used to request an appointment with or advice from a healthcare professional. The reason we need to restrict access to these forms is because we need to be able to respond to them with the resources we have (clinicians and available appointments). To leave them open beyond that point could be unsafe. We request those patients who have internet access and whose health complaints are not urgent to contact us via our website wherever possible. Our receptionists remain available via telephone during surgery opening hours (apart from 1:00pm - 2:00pm) for anyone who does not have access to the internet for any reason or whose health complaints are more urgent. Most requests for appointments are triaged by the duty doctor and those with more urgent health complaints will be given priority for an appointment. We are very busy (busier than ever in fact) and at certain times our telephone lines are busier than other times. We have hired more reception staff and are installing a new telephone system to improve the service we offer moving forwards. We're also adding consultation rooms to our main surgery to help better serve our patients. Sincerely yours, John Glosto Operations Manager
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Review titled Virtually impossible to get through to the surgery!
Rated 2 stars out of 5
by Anonymous - Posted on 13 October 2022
It's almost impossible to get through on the phone. I've tried every day for a week and been on hold for over an hour each time and then it cuts off. My phone bill will suffer and that awful music - I'm losing the will here! How can I ever get through - I can't believe it takes 15 minutes per call - I'm always 'number 4 on the list'..
Visited October 2022
Review titled Dorking Medical Practice
Replied on 13 October 2022
Dear Patient, Thank you very much for taking the time to give us your feedback. At Dorking Medical Practice, we strive to offer high levels of patient care and customer service. We are sorry to hear of your frustrations trying to reach us via telephone. Depending on the day of week and time of day, our phones can be very busy. We are currently in the process of recruiting for our reception team and updating our telephone system to be able to better serve the needs of our patients. As your feedback is anonymous, I’m unable to investigate the matter in any detail. However, if you contact me via the surgery, I will put you in touch with our reception manager, who will be able to look into the specific circumstances and follow up for you. Thank you again for getting in touch. Sincerely yours, John Glosto Operations Manager