Falmouth Road Group Practice
78 Falmouth Road, London, Greater London, SE1 4JWContact details and opening times
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Reviews
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Review titled Not a great practice as they refer almost everyone to urgent care / A/E
by Anonymous - Posted on 19 November 2024
Telephone call to the surgery on 18th December 2024 morning to get appointment due to very painful abscess, following waiting on the phone for almost an hour just to be told to call back again as there is no appointment until they have cancellation on the day. Receptionist told me there is no appointment this week and I have to keep calling back, even though I explained this is very difficult, but receptionist does not want to know. Advise to transfer my call to either anyone above or practice manager which was reluctantly agreed after much persuasion that someone will call me, and I was given name. I informed receptionist to let person know that I will not be available to speak between 1-2pm but this never happened. I called this morning (19th November 2024) to make another appointment, but I was told this is no appointment left for today and redirected to go to urgent care or A/E. I wanted to know the important of having GP and cannot be seen in during the week in such circumstance. I trust there should be appointments set aside for (duty GP) such issues during the day and not for urgent care or A/E. I want if the surgery is directing everyone to urgent care or A/E, I will understand if it is weekend. This is appalling and do not want anyone in my situation to go through that. I am still waiting for them to call me as suggested. I hope it will call me today.
Visited November 2024
Falmouth Road Group Practice has not yet replied.
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 20 November 2024
I am writing to provide feedback regarding the challenges I have faced with accessing services at your gp practice. Since the dr-iq application has not been working, booking a same-day appointment has become increasingly difficult. Each time I call at 8:00am,the automated system informs me that my call is in a queue with over 30 others. However, if I call even a minute earlier at 7:59am, the system states that the practice is closed. This inconsistency is highly frustrating. On one occasion, after being referred by 111 for an appointment, I followed their instructions and contacted the gp practice to confirm the booking. Unfortunately, the receptionist informed me that no appointments were available. I had to call 111 again, which resulted in a callback from the doctor. This experience has left me deeply dissatisfied with the level of care, compassion, and empathy provided by the practice. As a patient, I feel that the current system does not prioritize patient care and makes it unnecessarily difficult to access essential services. I urge the practice to address these issues and improve the overall patient experience. Additionally, I would appreciate an update on when the dr-iq application will be functional again.
Visited November 2024
Falmouth Road Group Practice has not yet replied.
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Review titled Bad experience
Rated 1 star out of 5
by Shock reception staff - Posted on 15 October 2024
The doctors there are great I called today and felt I received no support and was told to chase my own test results at the hospital the staff on the desk and who answer the phones are disgraceful how they talk to you there lack understanding I've been with this surgery for over 20 years but with regret will be looking for a different GP because of the reception staff. There really do let this surgery down.
Visited October 2024
Review titled Falmouth Road Group Practice
Replied on 21 October 2024
Dear Patient, Thank you for taking the time to share your experience. We are pleased to hear you have had positive interactions with our doctors, but we are truly sorry to learn about your recent experience with our reception staff. This is not the standard of service we strive to provide. We understand how frustrating it can be when you feel unsupported, especially regarding important matters like test results. We are committed to improving communication and ensuring that all our patients feel heard and valued. Your feedback is invaluable, and we will be addressing this matter with our team to enhance our service. If you would like to discuss this further or share more details, please do not hesitate to reach out to us directly at falmouthroad@nhs.net or 0207 407 4101. Kind Regards, Sharan Johal Assistant Practice Manager
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Review titled Please answer your phones!
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2024
i have been trying to reach you on your phones for two days now as I need my repeat prescription to be issued ( it is a month to month prescription which can only be issued by you) and cannot get through as no one answers the phones! Your recorded message on the phones tells me to use dr iq which has been offline for two weeks at least. I've emailed twice and no one bothers to reply. Due to the nature of the medication I'm on, I cannot run out of it. Your practice and service is a complete, incompetent mess.
Visited October 2024
Review titled Falmouth Road Group Practice
Replied on 21 October 2024
Dear Patient, Thank you for your feedback. We sincerely apologise for the difficulties you’ve encountered in reaching us regarding your prescription. Due to ongoing technical issues with Dr IQ, we are experiencing a significantly higher volume of calls, which has unfortunately resulted in delays and frustration for our patients. We understand how crucial it is for you to access your medication without interruption, and we want to assure you that your health is our top priority. If you need immediate assistance, please email us FAO myself at falmouthroad@nhs.net or call 0207 407 4101. We will make it a priority to address your request as quickly as possible. Thank you for your patience and understanding during this challenging time. We are actively working to resolve these issues and improve our service for all our patients. Kind Regards, Sharan Johal Assistant Practice Manager
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Review titled Incompetent
Rated 1 star out of 5
by Anonymous - Posted on 21 October 2024
1. Impossible to get through to get an appointment or prescription. DriQ has been off for the last few weeks and due to “increased number of calls” you have to wait till they call you back… which is never. I’m on repeat medication so this is highly inconvenient. 2. Don’t reply to my complaints. 3. Lost my ADHD referral for a few months. Someone simply forgot to send it to the organisation. :) 4. Due to their incompetence I was discharged from ED services because ED team needed more information, chased the surgery a few times and received nothing back (ok they did… a day past the deadline and insufficient information). What a mess.
Visited October 2024
Review titled Falmouth Road Group Practice
Replied on 21 October 2024
Dear Patient, We are truly sorry for the difficulties you have encountered with our services. I understand how frustrating it must be to face issues with appointment scheduling, repeat medications, and referrals. Your concerns are very important to us, and I regret any distress this has caused. Unfortunately, we are unable to identify your details from this communication. To ensure we can address your specific issues effectively, I kindly ask you to contact me directly at 0207 407 4101 or via email at falmouthroad@nhs.net. This will enable us to investigate your concerns in detail and work towards a resolution and improving the servicies we provide. Kind Regards, Sharan Johal Assistant Practice Manager
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Jose Rodriguez - Posted on 29 October 2024
I cannot get through to reception to book an appointment. They stopped booking through their app and in person and have now advised to call them at 8am to book a triage with the doctor. I call every day and they never answer. I need an urgent referral for endoscopy and my care is being delayed by their negligence. Additionally, my life insurer has been following the practice up for a long time to get a medical report which they are ignoring. I work in the NHS and it saddens me to write this review but the quality of care in this practice has really deteriorated.
Visited October 2024
Falmouth Road Group Practice has not yet replied.
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Review titled Booking an appointment
Rated 1 star out of 5
by Alice - Posted on 11 October 2024
I was unable to book an appoitment today at the practice. The only option is to 'ring at 8am'. Not really possible for the dwindling number of adults who actually have to go to work to earn a living. Great for the practice, a health disaster for patients.
Visited October 2024
Review titled Falmouth Road Group Practice
Replied on 21 October 2024
Dear Alice, Thank you for your feedback regarding the appointment booking process. We understand that the current requirement to call at 8am can be difficult for those who work, and we appreciate your concerns. We are pleased to inform you about our new triage system, which allows us to offer more appointment options throughout the day. This system enables patients to receive medical advice from a clinician later in the morning or throughout the day, rather than being limited to the standard 8am call. This means you can call in later and still have the opportunity to obtain clinical advice or an appointment, if deemed appropriate by the triaging healthcare professional. We hope this change will improve access to our services for all patients. If you have any further questions or need assistance, please don’t hesitate to reach out to us at falmouthroad@nhs.net or 0207 407 4101. Thank you for your understanding as we work to enhance our services. Kind Regards, Sharan Johal Assistant Practice Manager
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Review titled Professionalism coated with Respect
Rated 5 stars out of 5
by Ade - Posted on 19 August 2024
I called to confirm a few details on my healthcare and the person at the end of the phone at my practise was so professional and polite while taking every care to assure me as she attends to my need. Thank you!
Visited August 2024
Review titled Falmouth Road Group Practice
Replied on 21 October 2024
Dear Ade, Thank you so much for taking the time to share your positive experience with us. I’m delighted to hear that our staff member provided you with professional and courteous service while addressing your healthcare needs. We strive to ensure that our patients feel supported and reassured, and it’s wonderful to know that we met that standard during your call. If you have any further questions or need assistance, please don’t hesitate to reach out. We’re here to help! Kind Regards, Sharan Johal Assistant Practice Manager
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Review titled reception staff
Rated 1 star out of 5
by Anonymous - Posted on 20 October 2024
I have been trying to get an appointment for over a week. The Dr Iq app does not work I have called and the admin staff keeps saying they will call me when an appointment becomes available. I have not choice than to go to A&E
Visited August 2024
Review titled Falmouth Road Group Practice
Replied on 21 October 2024
Dear Patient, Thank you for your message. I sincerely apologise for the inconvenience you’ve experienced while trying to secure an appointment. Due to technical issues, our Dr iQ app is currently not working. To help manage the high demand for appointments, we have recently implemented a new GP triaging system. When you call in the morning, you will be placed on a doctor's list to review your clinical concerns. The doctor will then determine the best course of action, which may include scheduling an appointment with a GP, making a referral to a pharmacy, or suggesting other appropriate options. I would like to investigate your situation further, as it is concerning to hear that staff have mentioned they would call you but have not done so. I would greatly appreciate the opportunity to discuss this with you in more detail. Please feel free to call me on 0207 407 4101, and I will be more than happy to explain the triage system and address any questions or concerns you may have. Thank you for your understanding and patience during this transition. If you have any other questions or require further assistance, please do not hesitate to reach out. Best regards, Sharan Johal Assistant Practice Manager
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Review titled Medical reviev
by dogan - Posted on 12 August 2024
i been refuse my important medication for 3 weeks becouse review my life in danger when i don;t get my medication for seizures in epilepsy only 3 weeks later i could see the docktor to have my medicene this medicene is not for review i shuld get it streyt awey when i ask to reseption who making review she dont no why they nead to riview she dont no how offen they make review she dont no anything 3 week in a row i go to clinick for my medication i couldnt get it until i saw the docktor i wait it 3 months to see my docktor they vere kip giving me apointment to se my docktor then last minutes they changing to anedher docktor today in 12.08.2024 i been in the clinick to get a form sign by the docktor or clinik they refuse to sign it when i aply online in ICQ They send me mail to come there to do it when i go they refuse me the best option for me to change the gp so i aply online to difrent gp
Visited May 2024
Review titled Falmouth Road Group Practice
Replied on 13 August 2024
Dear Dogan, Thank you for bringing this to our attention. I sincerely apologise for the delays and challenges you faced in obtaining your medication and the issues with scheduling your appointments. I have requested that a member of the management team contacts you to discuss and investigate this further. If there is anything else we can do to assist you, please don’t hesitate to reach out. Kind Regards, Justyna Lisiecka Deputy Regional Manager