Frome Medical Centre
Enos Way, Frome, Somerset, BA11 2FHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled horrendous booking system
Rated 3 stars out of 5
by Anonymous - Posted on 19 December 2022
So many people have written here about the difficulties your booking system causes absolutely anyone who needs to be able to plan ahead and can't for whatever reason give up a whole day to work their way through the various waits it requires - possibly with no appointment at the end of them - that it seems pointless to add another one. But in the hope that sheer numbers might make a difference: I'm writing this at 3 o'clock and have been waiting for the call back I requested shortly after 8 and that your recorded messages promise. I can only assume at this stage it isn't going to come as I know most of the day's bookings are dealt with in the morning. I last saw a GP five months ago, after a maddening few weeks of experiences exactly as so many have described here. The condition I had then continues and is getting worse and it is purely down to your booking system that I have left it another five months. What adds to the frustration is the fact that the information given on your website, by your recorded messages and even by your staff about booking is simply not correct. The last two times I saw a GP they advised me to go online at midnight. I told them that I knew from experience that it was not possible to book a GP this way and they assured me it was. I tried again last night, having also read on your website that it was possible - it wasn't. Last week I saw a nurse who felt I needed to see a doctor. I explained my unwillingness and she sympathised about the wait but said that once you were in the queue you would definitely receive a call - again I had to tell her that on several occasions I've simply been told that there are no more appointments that day. This is a familiar and much talked about experience in Frome. She had no idea and said she had been told by management only that morning that it was not the case. Someone has taken the time to write considered and sympathetic responses to the frustration and distress expressed in these reviews, and yet even in these responses there is the same incorrect advice about booking online before 8, or in the middle of the night, or ringing immediately at 8, call backs etc etc. Today I rang repeatedly from exactly 8 and for the first 10 minutes there was a recorded message simply saying we are unable to take your call, please ring back later. I think it's important for the management to understand that for people suffering a chronic condition, or suspecting they may have a condition but not sure about it are those most likely to be put off using the service after repeated failures to get through. While one could argue that these are not the most serious cases, they could well be cases that could become so if not diagnosed. As with practically everyone else who has left a review here, my complaint has absolutely nothing to do with the service offered by staff, but simply with the booking system which makes getting access to those staff so frustrating and on many occasions impossible.
Visited November 2022
Review titled Frome Medical Centre
Replied on 27 February 2023
Apologies for the late response to this feedback. Sadly as your review is annoymous we are unable to contact you to discuss the issues you are haivng. It is possible to book online for a GP appointment and it would be helpful to speak directly to understand why this isny working for you. You mention serious health issues. Please be assured if anyone phones in with an urgent health issue they will always been seen by our Duty Team. We are like many practices due to recruitment and absences unable to cope with the demand we have on some days. We appreciate this is frustrating. However if you read this response please contact us directly so we can look at how we can support you to get the access you need.
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Review titled Exceptional care
Rated 5 stars out of 5
by Jennifer - Posted on 10 November 2022
I just wanted to praise everyone who works at Frome Medical centre, I’ve always received the most exceptional care. From the nurse who supported me through my Fibroadenoma and made me feel comforted and confident I was getting the best care, to the mental health team to GP’s who always do as much as they can with the limited time they have. I really don’t think you get the recognition you deserve
Visited November 2022
Review titled Frome Medical Centre
Replied on 10 November 2022
Dear Jennifer, that is a lovely review to receive. Thank you for taking the time to share. It really helps with the morale of the team in these challenging times.