Robert Frew Medical Centre
Silva Island Way, Wickford, Essex, SS12 9NRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Appointments/Enquiries
Rated 3 stars out of 5
by Anonymous - Posted on 02 May 2023
The telephone system continues to be inefficient and prone to faults. Having reached 1 in the call queue no one answered at all after 20 minutes on 4 attempts. After 2 hours I eventually spoke to reception via Referrals! Needs a new system. Online booking should be automatically available to those with online access. Access is inconsistent. I have it but but my wife does not, despite requesting appointment booking access a number of times via the online menu link.
Visited April 2023
Review titled Robert Frew Medical Centre
Replied on 02 May 2023
Dear Patient, Thank you for your feedback. I am sorry that you have encountered difficulties with our telephone system and online system. If you would like to contact our Deputy Practice Manager, Sue Chesson on 01268 577973, the issues you have raised can be discussed further and investigated. Kindest regards Allison Boor Practice Manager
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Review titled Good practise
Rated 5 stars out of 5
by Anonymous - Posted on 04 August 2023
The only problem with this practise is if you have seen a doctor and he refers you to a consultant .Then he should read the reply from that consultant not other doctors in the practise that you have never seen about your problem. It's so annoying .
Visited March 2023
Review titled Robert Frew Medical Centre
Replied on 07 August 2023
Dear Patient, Thank you for your feedback regarding a recent referral. I am sorry you feel our handling process of your referral was not to the high standard we aim to achieve at Robert Frew. If you would like to contact myself or our Deputy Practice Manager, Sue Chesson, we would be happy to discuss this further and look into any issues you may have surrounding this. Kind regards Allison Boor Practice Manager
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Review titled Please, please sort out your telephone system
Rated 3 stars out of 5
by Anonymous - Posted on 20 February 2023
2nd call today to try and get medical results for a worrying condition. Joined at no 3 in the call queue. 2 hours, 17 mins later, I'm still at no.1. Will be hanging up now as you'll soon be closed ....
Visited February 2023
Review titled Robert Frew Medical Centre
Replied on 21 February 2023
Dear Patient, Thank you for your feedback dated 20.2.2023 regarding our telephone system. Please accept my apologies that you have encountered such difficulties. Please contact our Deputy Practice Manager, Sue Chesson on 01268 577973 and she will be happy to look into the issues you experienced and advise you on alternative ways of booking appointments that you may find helpful. Once again, I apologise for any upset caused. Kindest regards Allison Boor Practice Manager
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Review titled Awful Service
Rated 1 star out of 5
by Anonymous - Posted on 20 December 2022
19/12: Joined the car park queue at 7.25am, got to the desk at 0815, no face2face or phone appointments. Explained I was waiting for urgent cancer results, told to come back tomorrow and queue again. 20/12: Joined the queue at 07:10, got to the desk at 0810, no face2face or phone appointment, explained again that I was waiting for urgent results, receptionist totally unsypathtic... come back tomorrow. How is this a service?
Visited December 2022
Review titled Robert Frew Medical Centre
Replied on 20 December 2022
Dear Patient, Thank you for your comments regarding making an appointment at the practice. Please accept my sincere apologies for your experience. If you would like to contact our Complaints Manager, Sue Chesson on 01268 577973 she will be happy to assist with any issues you need resolving. Kind regards Allison Boor Practice Manager
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Review titled Awful phone lines
Rated 2 stars out of 5
by Jennifer Hewson - Posted on 09 December 2022
Thought I would call the surgery late afternoon just to book a non emergency appointment. Started the call at 4.30pm and still on hold saying I am number 1 in the queue at 5.30pm. I gave up in the end. Totally unacceptable to wait over an hour for a receptionist to pick up the phone. I am well aware I am likely to have to wait until Jan 23 for an appointment but can I at least book one and speak to an receptionist?
Visited December 2022
Review titled Robert Frew Medical Centre
Replied on 20 December 2022
Dear Mrs Hewson, Thank you for your comments. I am sorry you have experienced difficulties contacting the practice recently. Our Complaints Manager will contact you to discuss these issues in detail with you. Thank you for your patience. Kind regards Allison Boor Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 19 October 2022
I wrote asking if I could stay at the surgery as I’d recently moved just outside their catchment but having been a patient at Robert Frew for 46 years I didn’t want to change GP. I have just received a reply saying the partners have agreed for me to remain a patient but will be unable to do a home visit should I need it, but which is totally understandable and I accept. I have to deal with the surgery mainly for my 94 year old mother and I never have any problems in booking an appointment or getting a home visit for her if she needs it.
Visited October 2022
Review titled Robert Frew Medical Centre
Replied on 04 November 2022
Dear Patient, Thank you for taking the time to give positive feedback. It is always good to hear such comments. I will share this with the partners and staff. Kind regards Allison Boor Practice Manager