Friary House Surgery
Friary House, Beaumont Road, St. Judes, Plymouth, Devon, PL4 9BHContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Friary House Surgery.
Reviews
-
Review titled Cant get though on phone 55min
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2023
Was I A&E sent to docs for bloods still waking for results still unwell can't make an appointment can't talk to anyone no response on phone been waiting 55 min in queue then rings for 20 min out load bo one answering ....I feel sorry for elderly whi can't use a mobile and no transport rubbish service no kne answering
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient Thank you for your feedback. I am sorry you have had reason to complain. If you would like to discuss the problems that you have had further, please let me know. Alison, Managing Partner
-
Review titled Doctors are good, contacting them awful
Rated 4 stars out of 5
by Jon - Posted on 13 November 2023
I don't use the surgery very often fortunately, and the doctors are good. Contact with the surgery was good, but since the Kilink system has come in the service has gone through the floor. You can't contact the surgery effectively and it has left me with two emergency referrals to pharmacists because contacting them doesn't get a reply for days at a time. I was almost taken to hospital due to them but responding to calls/Klinik. Please invest in a better system because this one is terrible.
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Jon Thank you for your feedback. I am sorry you have had reason to complain. I would very much like to discuss this with you in more detail so would urge you to contact the surgery with your details so that this can be done. Thanks Alison, Managing Partner
-
Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 17 November 2023
Following a recent health scare I would like to thank the team who always listen, are polite and efficient. I was unable to get through on Klinik so called and explained my health concern which then went to triage. I had a text later that day advising me that I had a telephone consultation booked for that day and 15 minutes later I got a call and had blood tests booked in next morning. I think it's easy to forget that staff are working under challenging circumstances due to an increase in demands from us all and our expectation that we must see a GP when there are such great healthcare professionals there who can see us.
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient Thank you for your feedback & kind words. I will pass this all on to the rest of the team. Alison, Managing Partner
-
Review titled Rude & obstructive Reception Staff
Rated 2 stars out of 5
by Mrs Nicola D Read - Posted on 06 November 2023
i have been with this practice in excess of 30 years. firstly I must say that once 'youve run the gauntlet'of getting medical assistance by a clinician, all of the medical staff are extremely professional, empathetic and caring. You are promptly treated or advised as is necessary. The problem lies with the Reception staff As an ex medical receptionist at 2 local surgeries I completely understand and empathise with the monumental volume of enquiries, excess telephone queries & requests for other clinical matters & pressure these employees face during every one of their shifts.(I was one of them until i basically 'burnt out & had to concede my career) I also ensure that whether visiting or speaking to the Practice I am polite,understanding of time frames & the pressure of the staff at all times. However over the last month i had developed some worrying additional symptoms and i must say that the Receptionists gave been extremely abrupt & flippant attitude. One of these Receptionists in particular who is normally at the window on the front desk- whom i am not permitted to name on this review actually argued with me recently at reception. I had gone into the surgery to book a blood test which had been requested by the surgery in a recent text She stated loudly that 'Youve already had that blood test on 10th October- i hadnt but was not beleived until eventually she realised she was incorrect and muttered a very insincere 'oh no' followed by a loud sigh& apology half hearted 'my mistake) under her breath. This was in pure contrast to the the very loud 'telling off' I had had endured in front of several people waiting behind me. Unfortunately this has not been the first time this staff member has been completely obstructive & rude to me and also on several occasions to my husband too!- customer/patient service, diversity and equality training is required. Finally i have asked for either an appointment with or email address for the Practice Manager but sadly this information has been denied to me. I would be extremely suprised if this Practice hasnt already experienced a 'critical incident' due to the lack of knowledge/unhelpful /uncaring Medical Receptionists attitude which woild be such a shame because as i have said- when u are seen or spoken to by a healthcare professional, the care and understanding has always been second to one in my experience. I am sorry that this is such a negative review but i really think the 'zero tolerance of rudeness' should work both ways as the receptionists have no qualms about being rude and unhelpful to their patients- their patient care is unfortunately non existent.
Visited November 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Mrs Read Thank you for your feedback. I am very sorry that you have had reason to complain. I would be more than happy to discuss this further with you as I would also like to know which member of the team you are referring to. If you would be happy to have a conversation with me, please let me know. Alison, Managing Partner
-
Review titled Time taken to get through on the phone
Rated 3 stars out of 5
by Anonymous - Posted on 18 October 2023
I have been trying for two weeks to call the surgery to make an appointment for a flu jab. Calls to the surgery were met with "surgery busy and being cut off" or the engaged tone. Today I got through and was 9th in the que. Obviously I decided to wait given the time it had taken to get through. It took 53 mins to be answered, which I do not think is acceptable. Why have we lost the functionality to book these type of appointments on line? Very frustrating.
Visited October 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient Thank you for your feedback. I am sorry you have had cause to complain. We have been struggling to answer the telephones in a timely manner as we have been extremely short staffed due to unscheduled & unprecedented staff sickness. We have to new members of staff about to join us which will hopefully rectify the problem. Alison, Managing Partner
-
Review titled Funny I’m always caller No 10
Rated 3 stars out of 5
by Anonymous - Posted on 25 October 2023
Fortunately I’m Seldom have to seek any medical attention however recently I have had reason to phone friary house, strange that on each occasion I was caller number 10 and each time waited 30 minutes + to speak to somebody. When first calling you are informed that your call is very important to us…….. hilarious. It felt far from that, I felt more of an inconvenience. On one occasion an appointment was made to see a nurse, there was only two others waiting. Out of curiosity I called the Friary house number, all personnel were quietly engaged in their duties with some chatting to each other. No sound of phone ringing, I thought perhaps no bell/ ringer there must be a light to indicate the incoming call. 10 minutes later I was called by the nurse so then terminated the call. I dread the thought of desperately wanting to see a doctor. Many months ago It was absolutely necessary for me to see a doctor and had to explained to the receptionist my issue, this was absolutely pointless as the doctors first words to me was “What can we do for you” I felt like saying “you should know I’ve explained all at reception” I personally know a young computer savvy patient who is totally frustrated at the whole Friary house system, regarding appointments and results. My sympathy goes to those not having computers or smart phones. Such as the the older members of the community. Hardly surprising that stress is so prevalent in today’s society.
Visited October 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient Thank you for your feedback. I am sorry that you have had difficulties getting through on the telephone. All the ringing bell sounds on the phones are turned right down to reduce the noise levels in the reception area, for the benefit of the patients at the desk, those on the phones & for the care coordinators. Due to unscheduled sickness we have, at times, been extremely short staffed. I am sure if there were conversations going on, they were work related as the team are too busy for anything else. If you would like to discuss this further, please contact me. Alison, Managing Partner
-
Review titled Repeat orders are a nightmare
Rated 1 star out of 5
by Marc - Posted on 04 September 2023
Given multiple answers as to repeat prescriptions - "No you have to order them via email we dont accept requests via chemists" when you do submit the request was advised that they didnt know why the order wasnt processed - they are "admin wise" an utter shambles
Visited September 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Marc I am sorry that you have been having problems with your repeat prescriptions. The easiest way to order your prescriptions is via the NHS App of on Klinik. If you continue to have problems, please let me know. Alison, Managing Partner
-
Review titled From bad to worse
Rated 1 star out of 5
by Malcolm Potts - Posted on 20 October 2023
Phoned surgery for appointment I was 5th in the queue after 1 hour was first, phone then rang for further 1/2 before being answered. Eventually got a phone consultation and was asked to send a photo of my sore throat ! I don't contact the surgery very often but the patient care is appalling . Another example was when I phoned with a troublesome knee and was told I could have a phone consultation in a weeks time, so I had to go to A&E to be treated. I have now changed my surgery after over 70 years with this surgery because of the lack of care now.
Visited September 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Mr Potts I am sorry that you have been dissatisfied with our service. I would have been more than happy to have discussed your difficulties with you in person. If you would like to have a conversation, do please let me know. Alison, Managing Partner
-
Review titled just waste of time
Rated 1 star out of 5
by Anonymous - Posted on 08 September 2023
so after around 6 months still not been able to get to see who l need to see to sort major problem, nothing ever gets done as they state would. .latest no action on results of blood test they rang me about. last doctor l actually saw told me just use 999, as its the only way to get anything done
Visited September 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient I am sorry that you have had cause to complain. So I can investigate this in detail, please do get in touch directly as I can't see who has been dealing with, or advising, you. Alison, Managing Partner
-
Review titled Slow on repeat prescriptions twice
Rated 4 stars out of 5
by Anonymous - Posted on 05 October 2023
Twice in the last 2 months I have always had to chase them up cause I always ring the chemist a week before I run out but still a few days later I have them but you shouldn't have to chase them if the chemist has ordered them for you
Visited September 2023
Review titled Friary House Surgery
Replied on 20 November 2023
Dear Patient I am sorry that you have had to chase your prescriptions. If you would like to discuss this in detail, please let me know. Alison, Managing Partner