Firs House Surgery
Firs House, Station Road, Impington, Histon, Cambridge, Cambridgeshire, CB24 9NPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Service is dire
Rated 1 star out of 5
by Andrew John Zarkos-Smith - Posted on 04 April 2024
This was once a great surgery. Communication is almost impossible, the place seems dead and uncaring. Getting appointments is almost impossible. We have been forced to go to a private doctor as the service is so bad. My recent appointment, the doctors English was poor, I would have done just as well to google my symptoms, the response would have been better.
Visited March 2024
Firs House Surgery has not yet replied.
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Review titled Impossible to see a doctor
Rated 2 stars out of 5
by Anonymous - Posted on 12 January 2024
I am writing on behalf of my partner. He attempted several times to make an appointment with the doctor about troubling symptoms. He has called at 8am promptly but can never get through and even went into the practice and the receptionist helped him fill out an e-consult. The response by text was "we are unable to offer you an appointment." The NHS website says specifically for these symptoms you should see a GP. What do you have to do to get an appointment?! At my GP practice I know i would be seen within a couple of weeks for non urgent symptoms that could worsen. This is completely unacceptable from Firs House surgery.
Visited January 2024
Review titled Firs House Surgery
Replied on 15 January 2024
Thank you for the review. I am sorry to hear your partner has been having difficulties. We have a telephone system that allows all patients to get through to us. At busy times the queue can be longer but we have a call back system which allows patients to be held in a virtual queue without actually holding on the phone. We can also see how long the queue is and divert staff to help bring this down as quickly as possible. Unfortunately, we have staff sickness to today and our longest queue time was approx. 11 minutes, which is longer than we would like. As it was extremely busy this morning all our appointments were taken early but, a doctor reviews all the online forms and requests reception contact those they feel need to be seen sooner than our current routine appointment of 5 weeks. Our messages always provide information on how to seek medical attention, if it is needed. Today the advice was to contact 111 for guidance. If your partner would like to discuss this further, please request they contact me at the surgery. Many thanks. Libby, Practice Manager
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Review titled Excellent support
Rated 5 stars out of 5
by Anonymous - Posted on 30 August 2023
Problem with pharmacy about dispensing morphine on a Friday afternoon - excellent care from reception team and GP to issue paper prescription.
Visited August 2023
Firs House Surgery has not yet replied.
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Review titled Always there
Rated 5 stars out of 5
by Terry - Posted on 11 May 2023
We moved my parents to impington at the start of 2020. Registered with Firs house surgery and we haven’t looked back since. Firs house have provided my parents with exemplary care and valued advice. Considering the current political climate and increasing pressure on our local Gp’s the services they provide have been without fault. In fact I would go as far as saying exceptional. Yes the new online system has caused the ever amazing staff some additional problems but they have managed! The services provide have not suffered. I say this as my mother and father have some rather complex medical needs and the staff, Gp’s and Dn’s have always been there, throughout the most testing of times. I thank you all. With respect and thanks Terry
Visited May 2023
Firs House Surgery has not yet replied.
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Review titled Hung up on when in the call queue
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2023
Sat in a call queue for 25 mins then when got to the end the call was cancelled.
Visited May 2023
Firs House Surgery has not yet replied.
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Review titled ‘New’ online appt system is reprehensible
Rated 1 star out of 5
by Anonymous - Posted on 24 March 2023
If you can get into their care, it’s great. But… But it’s almost impossible. It was nigh on impossible to get an appt by phone before, but the ‘new’ online system, started early 2023, is a utter disaster and a disgrace. So many of us have volunteered to help them test a system. Of course they’re under pressure - we all are - but ‘we can’t cope’ (per the local newsletter) - but then in effect to say ‘& we’re not going to do anything about it’… that is unacceptable. Please, Firs… reach out to your community and let us help you provide the service for which you are contracted, and which we need, & appreciate, if we can get it. Please. Today. Please. Does anyone at NHS read these reviews? How can there be so many poor reviews and no action is taken? What can we do if Firs continue to say no, that they’ll just bludgeon on doing this so badly?
Visited March 2023
Firs House Surgery has not yet replied.
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Review titled unacceptable
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
a new online booking system which is available for 3 or 4 minutes at 08:00am and some days not at all, is not fit for purpose and is worse than the previous telephone booking system. all we ever hear from the practice is excuses for how busy they are and how there is nothing they can do to improve. i know there are limited resources in terms of Doctors in the uk but some decent processes and business practices to alleviate these problems would go a long way, as would actually talking to your customers rather than imposing the new booking system with zero consultation.
Visited March 2023
Firs House Surgery has not yet replied.
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Review titled Unacceptable appointment system
Rated 1 star out of 5
by Michele - Posted on 07 March 2023
Trying to make an appt with this surgery is impossible. You have to ring or email at 8am. By 8.02am the website has been closed down and after waiting for up to 45 minutes on hold get told there are no appts left. You are then told you cannot make an appt at any time in the future and to ring 111. I have tried ringing and going on the website for 5 days in a row (tomorrow will be day 6) to speak to a doctor about a medication query. I don't need an emergency appt just on within a week. I took their advice and rang 111 and got no further forward. I don't understand why it is now impossible to make an appt. Before this new appt system I had no problems and was very happy with my GP practice. Now it causes unnecessary stress and provides an unacceptable service. The staff are also dismissive of your needs and obviously reading off a crib sheet.
Visited March 2023
Firs House Surgery has not yet replied.
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Review titled troubles with getting help
Rated 3 stars out of 5
by paula - Posted on 22 February 2023
i have to say now the docters are very nice but the form online is never available to use and then if you call you hit a brick wall as to what you can do next i am trying to not stretch the service but i need help and im not getting it
Visited February 2023
Firs House Surgery has not yet replied.
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Review titled Telephone Queuing
Rated 4 stars out of 5
by Jon - Posted on 08 February 2023
When listening to the queuing system messages (again and again, and again) I couldn't help but pick up on the concern about patients who do not attend. I'd respectfully suggest that if I needed to cancel an appointment the thought of waiting in a telephone queue for half an hour or more to do so would make me think 'Nah, life's too short'. What if there were an email address for this purpose?
Visited February 2023
Firs House Surgery has not yet replied.