Penryn Surgery
Saracen Way, Penryn, Cornwall, TR10 8HXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Rude customer service
Rated 2 stars out of 5
by Anonymous - Posted on 05 June 2024
I wanted to talk to someone about a possible medication repeat but the online system told me to call the reception for this. When I was put through to reception, I was met with a rude response. I was informed in a very blunt, rude and harsh manner that I had to fill out a form online and that I couldn’t possibly do it this way. No alternatives. No help. Nothing. As a GP surgery this is not the response I should be met with when asking a medical question. Completely unacceptable.
Visited June 2024
Review titled Penryn Surgery
Replied on 05 June 2024
Dear patient, I am disappointed to read your review and sorry that you haven't received the service and care we aim to provide to all our patients. As you have sent your review as 'Anonymous' I'm unable to look into the circumstances that caused you to feel this way. We can assist patients who are unable to place a 'tick' next to an item in their online medication requests, you can read more on the prescriptions page of our website https://www.penrynsurgery.co.uk/prescriptions. If you would like us to investigate and provide a personal response, please visit the 'Reception & Admin' section of our website to send us a complaint form or ask for a paper copy at reception. I will be pleased to look into the matter for you and thank you for your feedback. Claire Coleman, Asst Manager
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Review titled Lovely nurse ‘ivy?’
Rated 5 stars out of 5
by Elsie Tremaine - Posted on 02 May 2024
I just had a nurse appointment for a procedure test at penryn surgery, I think my nurse was called ivy - I can’t thank her enough for her care. Though the test was easy and fine, I did have high blood pressure, she did everything she could to make sure I was ok as she didn’t want me leaving the surgery without making sure I was fit to leave. She seemed to really generally care and put me at ease the whole time, thank you and I hope she sees this.
Visited April 2024
Review titled Penryn Surgery
Replied on 02 May 2024
Elsie thank you for taking the time to review your recent experience at the surgery. We are very proud of our Nursing Team and know that they always go that extra mile in treating, caring for and reassuring the patients that they see. I have made sure that this feedback has been passed on to the nurse that you saw in your appointment and their line managers. Hannah Assistant Manager
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Review titled Not happy
Rated 3 stars out of 5
by Rich C - Posted on 22 January 2024
After completing an online form I was contacted by a very helpful and friendly receptionist but unfortunately the ailment has already been troubling me for over a week and then was given an appointment 17 days after submitting my form. Unbelievable. Not happy having to wait this long for just a diagnosis, let alone actually seeing a doctor, although I was referred to a physio
Visited January 2024
Review titled Penryn Surgery
Replied on 23 January 2024
Thank you for your 3* feedback. Based on the symptoms you identified to the practice this was triaged by a doctor to be a routine appointment to see the specialist Musculoskeletal Physiotherapist at the surgery who is able to assess and diagnosis the issue you are experiencing, which may include exercises, referral, imaging or injection. All contacts with a GP practice no longer result in an appointment to see a GP as we have many other health professionals at the practice who are trained in different specialities to see and treat. I am sorry that you have to wait until 7th February to see the MSK Practitioner.
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Review titled Nothing to fault
Rated 5 stars out of 5
by Lisa - Posted on 07 September 2023
I have to have contact with the surgery on a regular basis due to a complex medical history and every encounter whether it be on the phone or in person with any member of staff from reception, admin, pharmacy, HCAs, paramedics, Nurses, GPs every time I have been dealt with by staff that are extremely kind, caring, professional, friendly and helpful. Nothing is ever too much trouble and staff go above and beyond to make sure every query is dealt there and then or phone you back the same day if they have to speak to other staff members. Every appointment the practitioner delivers a level of care that isn't just ordinary but extraordinary and I always come away feel better and know what the plan is going forward. Yes there can be a wait when phoning the surgery or when visiting the pharmacy but your staff have only got one pair of hands and they are doing the best they can in a very busy and demanding job. I would recommend penryn surgery to anyone
Visited September 2023
Review titled Penryn Surgery
Replied on 11 September 2023
Dear Lisa, Thank you for taking the time to leave your review - it's very much appreciated. It's wonderful to hear that all our team have made your visits as pleasant as possible. I will pass on your comments to the whole team. Best wishes Claire Assistant Manager
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Review titled Care and kindness
Rated 5 stars out of 5
by Jan - Posted on 09 May 2023
Thank you Penryn Surgery for taking care of me with such kindness in the past week. The GP I saw really gave me her time and attention, listened and showed empathy. I felt heard and understood. And the nurse I saw today was just so kind and caring, made me feel so much less alone and gave me hope that things will get better. Her kindness made me cry (in a good way).
Visited May 2023
Review titled Penryn Surgery
Replied on 09 May 2023
Dear Jan, Thank you so much for taking the time to write this review and pass on how positive an experience you had with the surgery. All of our staff work extremely hard to ensure our patients feel listened to and supported during their appointments. I will make sure the clinicians involved have this feedback passed on to them. Hannah
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Review titled Terrible GP
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2023
Always offer telephone appointments but you have to wait all day for a call and then if you don't answer quickly enough then you lose your appointment, the Dr's never try to call back. Reception staff are very rude and dissmissive and the doctors don't seem to care. The surgery is particularly bad for younger people with mental health issues
Visited March 2023
Review titled Penryn Surgery
Replied on 26 April 2023
We are disappointed to read your review and sorry that you haven't received the service and care we aim to provide to all our patients. As you have sent your review as 'Anonymous' we are unable to look into the circumstances that caused you to feel this way. If you would like us to investigate and provide a response, please visit the 'Reception & Admin' section of our website to send us a complaint form. Our Doctors and reception do always call patients back at least twice and our Klinik form allows patients to state any times they will be unavailable for contact. Thank you
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Review titled Poor Poor Poor
Rated 1 star out of 5
by Sharon Genade - Posted on 22 March 2023
My daughter had struggled to get an appointment with this surgery. She is a student at Penryn and has filled in the online consultation twice now as well as calling 111 with a promise that someone in the surgery will get back to her and no one has. She is struggling with chest problems and has had a chronic cough for over 4 months as well as going to A&E for her condition and she cannot seek attention or anyone taking her seriously at this surgery. She got through today and had been given an appointment for 2 weeks time, this is not acceptable and needs attention now
Visited March 2023
Review titled Penryn Surgery
Replied on 24 March 2023
Thank you for your review and we are sorry that your daughter has been offered a routine appointment which you consider unacceptable. If you would like to complete a complaint form on our website, or ask your daughter to do so, we can look into the circumstances once we have her details.
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Review titled Great Practice
Rated 5 stars out of 5
by Nikki Archer - Posted on 30 December 2022
How wonderful my experience of Penryn surgery has been today. This evening I was on the receiving end of a call from a fantastic doctor, he took the time to explain all aspects of his diagnosis in detail, pitched at a level that I fully understood. He had a solution for us that we were happy with and he made sure the prescription was sent to a location convenient for us. He had an excellent balance of professionalism, friendliness and empathy for our situation. I’m incredibly grateful for this response during what I’m sure is an incredibly busy time. Thank you so so much to you all for the hard work you do.
Visited December 2022
Review titled Penryn Surgery
Replied on 26 April 2023
Dear Nikki, Thank you for taking the time to post your review. We're delighted to read that the doctor was able to diagnose and treat your condition swiftly. I will pass your comments on to our team as it's always a boost to receive great feedback during these busy times. Warm Regards Claire Coleman Asst Manager
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Review titled mixed experience of the practice
Rated 4 stars out of 5
by Anonymous - Posted on 04 December 2022
the consultation I had with a paramedic at the Penryn Surgery was excellent. The lack of face-to-face ability to speak with a receptionist as there was only one on duty and the e-consult system was very poor. E-consult is a waste of time as a computer cannot triage in the same way as a real human being and I ended up having to speak to a human being which then wastes time and costs the NHS more.
Visited November 2022
Review titled Penryn Surgery
Replied on 05 December 2022
Dear Anonymous, Thank you for reviewing your experience at the surgery. Our online appointment system uses artificial intelligence based on symptoms entered by the patient. These suggest possible conditions and urgency. All online forms are triaged by an actual GP on receipt and the patient advised of the outcome and any appointment need based on their submission.