Falmouth Road Group Practice
78 Falmouth Road, London, Greater London, SE1 4JWContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Horrible Reception Service
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2023
There were no appointments available today at 8:07am. Appointments are taken only from 8:00am and within 7mins they were all booked. The rude reception man very aggressively told the patients waiting in the queue that there were no appointments left for the day and that he cannot help any further. He kept talking in order to make sure nobody could share any feedback and wouldn't lend an ear. He was very rude and didnt offer a solution either. Will recommend to never take an appointment at Falmouth Road.
Visited February 2023
Review titled Falmouth Road Group Practice
Replied on 20 February 2023
Dear Patient, Thank you for taking the time to leave us a review. We are sorry that you have had a negative experience with our practice. We would be keen to discuss your experience and get a bit more information so that we can learn from this for the future. Please contact our Assistant Practice Manager at the surgery, Michaela O'Reilly or Practice Manager Justyna Lisiecka on 0207 407 4101. Kind regards, Michaela O'Reilly Assistant Practice Manager
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Review titled Booking an appointment - Mission Impossible
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2023
Same review as many others I have seen on here. Booking an appointment to see a doctor in person seems to be an impossible task. I phone up at 8am, as recommended, sit in the phone queue for 20 minutes before the receptionist answers and tells me all the available slots for the day have gone. I am told to try using their dreadful app or to phone 111. I still can't believe that in an advanced country such as the uk, the nhs thinks the best way to book appointments is for everybody to phone up at 8am on the day and try your luck. The booking service, much like the nhs as a whole, is inefficient and needs a serious overhaul.
Visited January 2023
Review titled Falmouth Road Group Practice
Replied on 03 January 2023
Dear Patient, Thank you for taking the time to leave us your feedback. We are sorry that you are unsatisfied with our appointment booking system. All of our Practice Receptionists have been instructed and trained on our appointment protocol and due to demand we are currently were operating a same day appointment system. All patients requesting an appointment are advised to either call or visit the surgery Monday to Friday from 8am. We understand this is not suitable for all of our patients, therefore we also offer same day access via our surgery app Dr. iQ, which is open from 7am Monday to Friday. We are able to schedule routine appointments in advance for follow ups or to discuss results; however, there may be a short wait for these appointments. Patients who do not wish to wait are advised to contact the surgery from 8am, Monday to Friday to arrange a telephone appointment on the day, or alternatively to complete an online consultation via our surgery app Dr. iQ. We are currently in the process of offering more pre-bookable appointments that can be either face-to-face or telephone appointments based on the patient’s preference. We are reviewing this regularly ensuring our appointment process meets the needs of our patients. If you would like to discuss this further please contact our Assistant Practice Manager at the surgery, Michaela O'Reilly or Practice Manager Justyna Lisiecka on 0207 407 4101. Kind Regards, Michaela O'Reilly Assistant Practice Manager
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Review titled Excellent Service
Rated 5 stars out of 5
by Peter Johnson - Posted on 11 November 2022
Great service provided by all staff today. I required an urgent referral letter and all staff involved at all stages worked extremely efficiently to help make this process a success. Wonderful communications throughout, starting the day before with advice on successful morning appointment etiquette for patients from the desk, followed by my phone appointment today, then email and confirmation of receipt etc, with everything carried out professionally. Congratulations and thanks to all staff for their work at every level. Thank you.
Visited November 2022
Review titled Falmouth Road Group Practice
Replied on 23 November 2022
Dear Peter Thank you for taking the time to leave such lovely review of our service and team. We are so pleased that you had a positive experience when being referred for further care. Please do continue to let us know how we are doing. Your kind words have been passed on to our team. Best wishes Danielle Caswell Regional Manager
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Review titled Quick helpful response
Rated 4 stars out of 5
by Anonymous - Posted on 27 October 2022
Receptionist was efficient and helpful. Doctor called me within half an hour. Very polite and respectful and interested. Prescribed what I needed immediately
Visited October 2022
Review titled Falmouth Road Group Practice
Replied on 08 November 2022
Dear Patient Thank you for taking the time to leave feedback. We are so pleased you have had a positive experience, your comment has been passed on to our team. Best wishes Danielle Caswell Regional Manager
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Review titled Dreadful
Rated 1 star out of 5
by Charmaine - Posted on 19 October 2022
Went to collect prescription pharmacy was closed. Went into the surgery to be told to call back in the morning it should be ready in the morning. Called back 8:30am listened to an automated message saying to call back at 10:00am if your call is about prescription. This is not on, many of us "need" to take medication not "want"to. You need to fix up this is unexceptable.
Visited October 2022
Review titled Falmouth Road Group Practice
Replied on 08 November 2022
Dear Charmaine, Thank you for taking the time to leave us feedback, we are sorry you have had a negative experience. We are sorry that the pharmacy was closed when you went to collect your prescription, unfortunately we have no control over the pharmacy opening hours or unexplained / early closures, however we do report these to commissioners of their services when we are made aware. Regarding the issue of calling in the morning about your prescription, as I am sure you can image between 8am and 10am we have a high volume of calls regarding appointments. Therefore we do ask that any other queries are raised after 10am to avoid additional calls in the queue during peak times. We are sorry if this was inconvenient. We completely understand that patients may need to ask questions about their prescriptions, appointments and general healthcare at all hours which is why the Online Consultation - Reception Query pathway is open on our surgery app Dr iQ at all times. Additionally you are welcome to email us at the practice at falmouthroad@nhs.net if you are unable to reach us by phone. I hope that response has been informative and that you have a much more positive experience in the future. Best wishes Danielle Caswell Regional Manager
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Review titled Professionally Efficient
Rated 4 stars out of 5
by Hugh Wedderburn - Posted on 13 October 2022
I found the Practice professionally efficient. Having tried to book an appointment via email, I received an automatic reply informing me I had to book by phone from 8:00 am or via an app. My 8:00 am phone call was politely answered within 10 minutes and I was given an appointment to see a Dr later in the day. Arriving early I was called to the consultation room at once where my concerns were addressed and explained with empathy. Many thanks.
Visited October 2022
Review titled Falmouth Road Group Practice
Replied on 08 November 2022
Dear Hugh Thank you for taking the time to leave us feedback. We are so pleased you have had a positive experience, your comment has been passed on to our team. Best wishes Danielle Caswell Regional Manager