FRANCIS GROVE SURGERY
The Courtyard, 8 Francis Grove, Wimbledon, London, Greater London, SW19 4DLContact details and opening times
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Reviews
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Review titled Stunning Service and Great Practice
Rated 5 stars out of 5
by Karl Vonbuen - Posted on 11 July 2023
I am writing to thank Francis Grove Surgery for the recent treatment I received after an accident to my elbow. After the accident on Sunday morning, I had quite serious broken skin in several places which would not clot because I take blood thinning medication. Because I have a history of cellulitis, I did not want the torn skin to become infected. I got a face-to-face appointment by telephone with a doctor first thing on the following Monday. The doctor immediately referred me to a nurse for an appointment that afternoon to clean and dress the wound. The nurse was very conscientious and solicitous and cleaned and dressed my wound with special skin healing waterproof dressings. The Nurse then made me two further nurse appointments for that week to redress the wound. I then had two further appointments the following week until the wound was healing nicely. The nurse also provided me with a prescription for more dressings and recommended creams to aid healing. All together a very thorough and professional experience which alleviated my anxiety about developing cellulitis and healed the wound. Thank you Francis Grove Surgery.
Visited July 2023
Review titled FRANCIS GROVE SURGERY
Replied on 07 August 2023
Dear Karl, Thank you so much for taking the time to share your positive experience with the practice on here. We are glad you found the experience so thorough and that your wound had healed Many Thanks Lynsey Practice Business Manager
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Review titled Fantastic practice
Rated 5 stars out of 5
by Veronique Gerber - Posted on 31 January 2024
I joined Francis Grove Surgery in February 2023 when I moved to Wimbledon and from the start I was very impressed by the professionalism and excellent service I received. Everyone is so helpful from the receptionists to the GPs, Physiotherapists and nurses. I was in the middle of a treatment for arthritis and the team picked up the issue at once and looked after me wonderfully. The GPs really listened to my concerns and were very quick to refer me for tests when necessary. The Physiotherapist gave me a very effective programme to follow and saw me regularly so I recovered quickly. The health check I had from the nurse was the most thorough I ever had. I cannot recommend this practice enough.
Visited July 2023
Review titled FRANCIS GROVE SURGERY
Replied on 05 February 2024
Dear Veronique, Thank you for taking the time to leave us a review and such a lovely review too! I'm delighted you have had a good service from a range of different clinicians at the practice. Kind Regards Lynsey Practice Business Manager
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Review titled Poor service
Rated 1 star out of 5
by Phil Docherty - Posted on 01 June 2023
Had a phone appointment for “after 5”. Someone called early afternoon. My phone was on silent. I called back, got the automated system. You’re 2nd in queue, then you’re 1st in queue. Then ringing tone. No answer, you’re first in queue, then music. After just over 22 mins hanging on, receptionist confirmed that I had an appointment but was unable to tell me who called but that they were extremely busy. It’s a partners surgery. Employ more people at busy times
Visited June 2023
Review titled FRANCIS GROVE SURGERY
Replied on 07 August 2023
Dear Phil, Thank you for your feedback. I believe the GP who did speak to you explained the reason she was trying to call you early. I took your complaint to the practice meeting for discussion with the clinical team. The team reflected on calling outside of the appointment times. It was agreed that the GP should text first to check if a patient is happy to be called early if this happens in future. I am not sure what you mean by it being a Partners surgery, but for clarity, there are 3 GP Partners, 9 salaried GP's as well as 25 other staff employed by the practice. Recruitment into receptionist roles is extraordinarily challenging at present for many reasons, but we do our best to ensure reception has as much cover as possible at the busiest times. I apologise for the inconvenience caused to you. Thanks again for the feedback Lynsey Practice Business Manager
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Review titled Extremely difficult to get through
Rated 2 stars out of 5
by Anonymous - Posted on 05 December 2022
It is extremely difficult to book an appointment. Lines are supposed to open at 8 am but even if you call at 8 am sharp, it’s often impossible to get through - occasionally the queue lasts very long, or the call fails or, more recently, you can’t even queue and the call ends. Pre pandemic there was an online appointment system with 10 minute slots available. This seems to be no longer available - we are clearly post pandemic but the practice has not adjusted to this yet. The worst part is that even when you do get an appointment it’s for a phone consultation first, the slot for which is either am or pm (pretty wide for working people). This is inefficient and risky in my view as it results in delays on getting a patient actually seen by a doctor. I would be open to discussing this with the practice in case there are any new / improved processes I am unfamiliar with.
Visited December 2022
Review titled FRANCIS GROVE SURGERY
Replied on 02 May 2023
Dear patient, thank you for sharing your experience. At this specific time, the phone lines were under extreme pressure due to the childrens Strep A concerns at the time. Decemeber 2022 was particularly difficult, but i apprecaite that the 8am queue is an on-going issue. We do our absolute best to have as many staff answering calls at this time as possible but like many practices we are struggling with recruitment and retention of reception staff. We do have alternative options which include our online triage tool which is available via our website, as well as other contact the practice options on our website-these would be for non-urgent issues. With regards the online booking, primary care has changed considerably since March 2020 when we last had online booking available. This is mainly due to the different clinicians now available (GP's, pharmacists, Advanced clinical practitioners, physio's, mental health practitioners and more), contractual requirements have changed and reception now need to triage patients to make sure appointments are being booked with the correct clinician and therefore making the best use of appointments. Since October 2022 we have been offering directly bookable face to face appointments with GP's as well as telephone consultations. We have a feedback option on our website-you will get a response within 2 days using this option. https://www.francisgrovesurgery.co.uk/navigator/feedback/ Apologies you have had a bad experience, i hope this has improved in recent months. Kind Regards Lynsey Practice Manager