Integrated Care Partnership - Och
Alexandra Road, Epsom, KT17 4BLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Friendly practice
Rated 5 stars out of 5
by Susan and Christopher Perry - Posted on 08 October 2024
We had our flu vaccinations on Saturday morning. How efficient we were so impressed. Much quicker than pharmacy last year. Well done all the staff
Visited October 2024
Review titled Integrated Care Partnership - Och
Replied on 10 October 2024
Dear Susan and Christopher Perry. We thank you for your positive review and we are so glad that you are happy with how the Flu vaccine clinic went. We will continue to improve our services for the patients at the practice. Kind regards Liz Batson Patient Feedback Lead.
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Review titled Can't get appointments
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2024
Every day this week I have called at 8am to get an appointment (there is no other way to get an appointment at this surgery). By the time I get through they have run out of appointments each day. I am in absolute agony and pain and now I think I will have to find a private GP just to get seen as my pain is increasing every day.
Visited July 2024
Review titled Integrated Care Partnership - Och
Replied on 10 July 2024
Dear Patient I am sorry to hear your experience from our practice has fallen short on this occasion. We are currently looking into different ways we can offer patients to book an appointment. If you would like to contact the surgery and ask the receptionist to speak to me regarding this matter, I would be more than happy to discuss this further with you. Liz Batson Patient Feedback Lead
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Review titled practice going down hill
Rated 2 stars out of 5
by Anonymous - Posted on 10 June 2024
why are you still advertising new patients when it is impossible to get an appointment for 3wks i am told by my heart failure nurse to make a immediate appointment your desk states 3 wks or phone at 8 0clock in the morning . have you tried phoning at exactly 8 o clock you become caller no 30 or upwards these morning appointments should b given priority of there condition. thank you still trying to get an appointment
Visited June 2024
Review titled Integrated Care Partnership - Och
Replied on 11 June 2024
Dear Patient I am sorry to hear your experience from our practice has fallen short on this occasion. If you would like to email me with your details at syheartlandsicb.feedback.icp@nhs.net and I will look into the issues you have raised. Mrs L Batson Patient Feedback Lead
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Review titled Type 2 Dabetes
Rated 4 stars out of 5
by R C - Posted on 22 March 2024
As a newly diagnosed type 2 diabetic I was provided with some very crucial information to assist me in the management of my new medical condition. Appointments for further blood tests and eye test were promptly organised. A meeting with the diabetic nurse was arranged as was enlisting my name for an online educational session. In brief, the medical, nursing and administration teams were very supportive. However, an appointment for foot care was not included. Diabetes UK identified peripheral neuropathy as a potential complication of diabetes. I wonder whether the management of Integrated Care Partnership would strive towards including such an essential aspect of care in the management of type 2 diabetes.
Visited March 2024
Review titled Integrated Care Partnership - Och
Replied on 07 May 2024
Dear R C Thank you for your review. The practice strives to provide the best care possible for its patients and we are glad you found your initial appointment useful. Sorry that you were not offered an appointment for foot care, we do provide this service, please contact the surgery and request an appointment. Mrs L Batson Patient Feedback Lead
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Review titled Appointment Mismanagement and Rude Staff Behaviour
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
Despite arriving on time for my 8:30 am appointment, I was left waiting for 30 minutes without any communication regarding the delay. When I approached the reception desk for an update, I was informed she had not informed the doctor of my arrival. The lack of coordination is concerning, and the response from the receptionist was both unprofessional and dismissive. The receptionist, without any apology or empathy, stated, "well, it’s human error, what do you want me to do." To exacerbate the situation, her colleague echoed the rudeness. This experience is unacceptable and reflects poorly on the professionalism of the surgery’s staff. Waiting nearly 10 more minutes to be seen by the doctor only added to my dissatisfaction. Considering I waited almost four weeks for this appointment to address my high blood pressure, it was even higher following my negative interaction with the reception staff. I strongly urge the surgery to implement measures to prevent such incidents in the future. Patients should not endure both delayed medical attention and disrespectful behaviour from staff members.
Visited February 2024
Review titled Integrated Care Partnership - Och
Replied on 03 May 2024
Dear Patient I am sorry to hear your experience from our practice has fallen short on this occasion. If you would like to contact the surgery and ask the receptionist to speak to me regarding this matter, I would be more than happy to discuss this further with you. Mrs L Batson Patient Feedback Lead
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Review titled Very caring doctor
Rated 5 stars out of 5
by Anonymous - Posted on 27 November 2023
We were able to get a same day appointment for my baby and the GP was very thorough and patient and provided us with a lot of information and reassurance - thank you.
Visited November 2023
Review titled Integrated Care Partnership - Och
Replied on 03 May 2024
Dear Patient Thank you so much for your review. The practice strives to provide the best care possible for its patients and we are glad that your baby received the treatment they needed. Mrs L Batson Patient Feedback Lead
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Review titled Outstanding support
Rated 5 stars out of 5
by Helen G - Posted on 18 August 2023
Contacted surgery for follow up from A&E attendance as soon as I mentioned cardiac condition I was given an appointment for today. The GP I met with listened to what I said, provided support & reassurance for my concerns but most importantly he explained everything that A&E had not. I over-run my time but still showed concern for which I was grateful and didn't 'rush me out' of the appointment. Thank you!!
Visited August 2023
Review titled Integrated Care Partnership - Och
Replied on 03 May 2024
Dear Helen G Thank you so much for your positive response. We are so happy that you have had a positive experience and that you were given the time you needed. The practice strives to provide the best care possible for its patients. We will continue to improve our services for the patients at the practice. Mrs L Batson Patient Feedback Lead
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Review titled Abrasive receptionists
Rated 2 stars out of 5
by Anonymous - Posted on 08 August 2023
I have held off for years writing this as the doctors themselves are absolutely excellent but sadly some of the receptionists are abrupt and downright rude. Not acceptable customer service at all, especially when the majority of patients contacting the service are feeling unwell and vulnerable.
Visited August 2023
Review titled Integrated Care Partnership - Och
Replied on 03 May 2024
Dear Patient Thank you for your feedback, we are sorry that you have had a bad experience at the practice. If you would like to contact the practice to arrange a meeting to discuss the issue raised, we would be happy to accommodate. Mrs L Batson Patient Feedback Lead
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 25 June 2023
I had cause to contact the GP about a small funding application I was making that needed their input. The call I received from the GP, was both on time and very understanding. In addition, the follow-up made by the GP was extremely efficient and the matter was dealt with, within a day of my contacting them. Outstanding. Thank you for the help.
Visited June 2023
Review titled Integrated Care Partnership - Och
Replied on 03 May 2024
We thank you for your positive review and we are so glad that you received a timely and an efficient response from the practice. We will continue to improve our services for the patients at the practice. Mrs L Batson Patient Feedback Lead
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Review titled Grateful thanks
Rated 5 stars out of 5
by Heather Martindale - Posted on 11 February 2023
My elderly husband is, as many men are reluctant to visit his GP. However, this week it was obvious he needed help beyond paracetamol! I contacted the Old Cottage, explained I was speaking on his behalf and the call handler was patient, understanding and on a bad day for staffing found an appointment for him at Stoneleigh. The GP who saw him was kind, professional and entirely empathetic with his situation. I truly am very grateful to her, (as are our family) and as is my husband, who is cautiously well on his way to recovery. In these days of negative comments about the NHS filling the airwaves and social media I would like to contribute our thanks and 100% satisfaction for the care given. Marvelous!
Visited February 2023
Review titled Integrated Care Partnership - Och
Replied on 03 May 2024
Dear Heather Martindale We thank you for your positive review and we are so glad that you are happy with the practice and its staff and that your husband got the treatment he needed. We will continue to improve our services for the patients at the practice. Mrs L Batson Patient Feedback Lead