Fort House Surgery
Walton Community Hospital, Rodney Road, Walton-on-Thames, KT12 3LDContact details and opening times
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Reviews
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Review titled A sad fact..
Rated 3 stars out of 5
by A. Patient - Posted on 23 May 2024
I have been with Fort House for a number of years, and always had excellent care and attention from the staff. However, it has to be said that over the past year, the quality of care seems to be falling. I had a doctor who was going to be organising a group of blood tests for me, then went off on holiday and hadn't done so. I contacted the surgery to ask about this, but was told that there was nothing on my records about it. I needed the blood tests before an operation. Once the Doctor was back, I made another appointment and eventually got notification of when the blood test was. Went along and had it done, but the phlebotomist who took the bloods admitted they didn't know what was wanted (!!) so just done regular bloods. Seeing the Dr again to get the results and move things forward, I was told that the correct test had not been done, so I had to have yet another round of bloods. No apology for all the hassle it caused me. After getting those results back I asked to be re-referred back to the hospital for the operation, but was told no, as although my results had improved, they still needed to come down. I have pretty much had a mental breakdown over this due to the pain I am in and all the subsequent messing about. I put in requests for repeat prescriptions, but these are declined as being requested 'too early'. I only request them when the pharmacy tell me it is time to re-order. If I wait, then I have to go sometimes a week or more before I receive tablets to carry on taking them. This is often due to how many tablets are in a pack or how many the GP allows. They often don't all run out at the same time and if I don't need something, I don't order it, but when I need something urgently, it is refused and I am told I have ordered too early. It's exasperating having to keep stopping and starting medication like this. My latest 'less than satisfactory' matter involved a call back that I had to wait several days for, despite stating the urgency, and after talking to the GP on the phone, nothing useful came out of the call and I was left in the same situation. It's such a shame that things seem to be not up to the standard I had come to expect of Fort House Surgery. I still think they are one of the best practices in the area, but standards are certainly slipping from my point of view. I hope this can be dealt with to make all staff realise that patients are noticing these kind of issues. I don't wish to discuss this further, just hoping that my experience can be taken on board and acted upon. Thank you.
Visited March 2024
Review titled Fort House Surgery
Replied on 24 May 2024
I am sorry to hear of your bad experience with us. It would be really helpful if you could message me at forthousesurgery@nhs.net and I can look into this further for you. We take these sort of things very seriously and don't like to think of any patient not getting the care we aim to give to all of our Patients. Kind Regards Julia Vye (Deputy Practice Manager)
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 July 2023
My husband and I are fairly new patients and have been astounded at the fantastic level of care. All the staff we have come in contact with have been extremely efficient, caring and friendly. Thank you Fort House!
Visited July 2023
Review titled Fort House Surgery
Replied on 18 July 2023
Thank you for your lovely comments. We do try our very best and it is always good to hear we are getting things right. Kind Regards Julia Vye (Deputy Practice Manager)
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Review titled Low efficiency
Rated 1 star out of 5
by Anonymous - Posted on 24 July 2023
I was diagnosed diabetes in pregnancy. Doctors and Midwife in St Peter Hospital issued a letter and advised me to hand it over to GP, to prescibe the relevant meter test strips and lancets until the end of the pregnancy. I did leave this letter at the reception of GP on Tuesday 18th and was told I could collect medical supplies in pharmacies several days later. At the same day, I told the receptionist that I must collect them by end of this week as I will be running short of test strips. Despite several attempts, I was told by pharmacy they couldn’t find my prescription. I must have these things to monitor my health. On 24th Morning, I had to phone reception to explain my urgent situation but told me to fill a form online to request again? Or book an appointment. I found it very ridiculous. Firstly, my situation is urgent. Second, I did have come to GP in time, why I need to request again? Where is my letter now? The receptionist stopped our conversation. Please investigate.
Visited July 2023
Review titled Fort House Surgery
Replied on 25 July 2023
Thank you for submitting a review Unfortunately we are not able to investigate further as you have requested, as you have posted this anonymously. Please contact the surgery with your details so we can look in to the issue Kind regards Harriet Reid (Practice Manager)
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Review titled Used to be brilliant - now awful
Rated 2 stars out of 5
by Anonymous - Posted on 10 May 2023
Moved premises and have taken on so many patients they don’t appear to be able to cope. Asked for a GP appointment/call for an urgent chronic condition - given an appointment for 3 weeks time! When questioned offered a GP appointment at St Peter’s (lucky I can drive). GP there very thorough and deemed it urgent and got me accepted at Same Day Emergency Care. Who is making these terrible triage decisions?
Visited May 2023
Review titled Fort House Surgery
Replied on 10 May 2023
Could I ask that you contact the practice directly so we can investigate this as we only offer appointments that far in advance due to patient choice (if you request a particular GP who is on holiday). No patient is given an appointment so far in advance for any other reason We have a GP making all clinical triaging decisions based on the information that is provided by the patient. Please contact the practice so I can look in to this as a matter of urgency Kind regards Harriet Reid Managing Partner
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Review titled Positive feedback
Rated 5 stars out of 5
by Cathy - Posted on 02 June 2023
We’re all quick to complain but my experience with Fort house has always been positive. The “new” premises are so much better - and I can’t fault the response to my recent problems. Thank you.
Visited May 2023
Review titled Fort House Surgery
Replied on 06 June 2023
Thank you Cathy. It is always lovely to get good feedback. We waitied a long time to move into our new premises and we too are very pleased with it. Kind regards Julia Vye Deputy Practice Manager.
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Review titled Best blood test Ever
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2022
The Phlebotomist is *Amazing*! I have had so many bad experiences in the past with needles and samples, but she is so skilled I barely noticed a thing. The appointment was early, all the staff were pleasant. Dare I say I wouldn't mind having another test if needed!
Visited November 2022
Review titled Fort House Surgery
Replied on 30 November 2022
This is so lovely to hear. It is always a pleasure to hear that we are doing well. I will pass your kind comments onto the staff. Thank you The Fort House Team
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Review titled Absolutely appalling
Rated 1 star out of 5
by Melissa smith - Posted on 06 September 2022
Have been with this surgery for well over 10 years….they know I have severe mental health issues…. I put in a prescription request for my meds which I have been getting every month… I have been out of my meds over the weekend and feel my mental health severely decline… today they said my address flagged up as Woking… I have never lived in Woking or anywhere but Walton. They asked me to go in with a lease or utility bill but they wouldn’t accept a driver license!!!! I went in with a council tax bill and they told me it was too old and it needs to be within the last 3 months…. I have nothing in the last 3 months….in the end I had to phone nhs 111 and they were just as useless….telling me I had to phone Surrey mental health team….went to my pharmacy and got a repeat prescription there
Visited September 2022
Review titled Fort House Surgery
Replied on 22 September 2022
Dear Ms Smith I believe that you came to the practice this morning and we dealt with your query to your satisfaction. We explained that occasionally different addresses get flagged as belonging to a patient and we just needed confirmation from you as to your current address. At no point was your address changed. Please see our complaints procedure on our website or feel free to contact me directly at the surgery if I can help further with either this query, or for any point you wish to raise in the future. Many thanks. Harriet (Managing Partner)
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Review titled Awesome service
Rated 5 stars out of 5
by Yvonne Orrell - Posted on 06 October 2022
Registered as a temporary patient received a call from the nurse triaged GP rang me straight away organised a prescription,& an x-ray and a ultrasound following my injury
Visited August 2022
Review titled Fort House Surgery
Replied on 06 October 2022
Thank you so much for your kind review, we are under a huge amount of pressure at the moment due to very high patient demand, so it is always lovely to hear we are getting it right. Thank you again The Fort House Team.