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 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