FRANCIS GROVE SURGERY
The Courtyard, 8 Francis Grove, Wimbledon, London, Greater London, SW19 4DLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled The staff go above and beyond
Rated 5 stars out of 5
by Anonymous - Posted on 10 January 2024
My GP at Francis Grove Surgery goes well out of her way to help me. I have complex medical needs with various genetic conditions. She always responds to referrals and requests as needed. She has a really good ability to listen and respond even when the situation can be quite complex or even confusing. For the children I’ve also had Amazing service I feel the issues are responded to as quick as they can be & care is very good. NHS staff work incredibly hard, we’re going through a period of time in history where they are not supported. They are overworked but many of them do it because they are just really decent people and that’s how I feel about this surgery my GP in particular is excellent
Visited December 2023
Review titled FRANCIS GROVE SURGERY
Replied on 11 January 2024
Dear Patient, Thank you for taking the time to leave a review. I am so pleased that the service we are providing is, as you describe it 'amazing'. The staff work so hard every day and they will be touched to read your review i'm sure, a lovely boost for morale. Thanks again Lynsey Practice Business Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 31 January 2024
My teenager woke during early hours with extreme pain on right side of stomach but didn't tell me until the morning! Rang surgery at opening and was booked in an emergency slot. Dr examined and suggested we went to A&E to be on the safe side. Upon examination was admitted and appendix removed the following morning! Thank you!
Visited December 2023
Review titled FRANCIS GROVE SURGERY
Replied on 05 February 2024
Dear patient, That sounds like a very worrying situation and i am glad we were able to assist effectively. Hope you teenager is well on the way to recovery. Thank you for leaving a review. It is appreciated Kind Regards Lynsey Practice Business Manager
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Review titled Worst Practice.
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2023
Service was slow in getting back regarding prespecitions and travel vaccinations which has been over 3 weeks and still nothing. Understand resources are stretched but priorties are not meant on key essential health priorities such as immediate perception
Visited November 2023
Review titled FRANCIS GROVE SURGERY
Replied on 11 January 2024
Dear patient, i apologise that you did not feel the service you received met your expected standards. For future reference, prescriptions take 2-3 working days to be processed, so if you put the request in on Friday at 2pm, this may not be ready to collect from the pharmacy until Wednesday afternoon, so please do allow enough time for prescriptions to be processed. With regards to the travel service we offer, this is a private service, we are not contractually obliged to offer this and as such NHS work must be prioritised. However, the process for these appointments is outlined on our website. When you complete the online travel form, you then need to book an appointment (it advises you of this when you finish the form and we also send a response saying please book an appointment). If you do not book an appointment with a nurse we do not proceed with the travel request. You need to allow adequate time before travel to have the vaccinations taking into account we order these on a patient by patient basis, so we advise at least 6 weeks before travel. I hope this clarifies expectations for the future. Kind Regards Lynsey Practice Manager
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Review titled Good
Rated 5 stars out of 5
by Anonymous - Posted on 10 January 2024
The doctor I saw understood my problem, paid close attention to what I described, and displayed relevant knowledge. His manner was excellent.
Visited November 2023
Review titled FRANCIS GROVE SURGERY
Replied on 11 January 2024
Thank you for taking the time to write a review for us and i am pleased that the service you received from us was good. Best Wishes Lynsey Practice Business Manager
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Review titled Up to Scratch for a Sharp Scratch
Rated 5 stars out of 5
by Anonymous - Posted on 30 October 2024
Phones for an >65 flu vaccination and received an appointment for 45 mins later. Seen on time. Excellent service.
Visited October 2023
FRANCIS GROVE SURGERY has not yet replied.
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Review titled Great practce
Rated 5 stars out of 5
by Consuelo Chinarro Plaza - Posted on 06 July 2024
Seen promptly, care taken and referred quickly to see consultant. Reception staff always very helpful. Easy to get appointment. Blood tests quick and easy to arrange.
Visited September 2023
Review titled FRANCIS GROVE SURGERY
Replied on 08 August 2024
Dear Consuelo, Thank you for leaving us a review. I'm really pleased you are happy with the service we are providing and glad you are finding access easy. Kind Regards Lynsey Practice Business Manager
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Review titled Stunning Service and Great Practice
Rated 5 stars out of 5
by Karl Vonbuen - Posted on 11 July 2023
I am writing to thank Francis Grove Surgery for the recent treatment I received after an accident to my elbow. After the accident on Sunday morning, I had quite serious broken skin in several places which would not clot because I take blood thinning medication. Because I have a history of cellulitis, I did not want the torn skin to become infected. I got a face-to-face appointment by telephone with a doctor first thing on the following Monday. The doctor immediately referred me to a nurse for an appointment that afternoon to clean and dress the wound. The nurse was very conscientious and solicitous and cleaned and dressed my wound with special skin healing waterproof dressings. The Nurse then made me two further nurse appointments for that week to redress the wound. I then had two further appointments the following week until the wound was healing nicely. The nurse also provided me with a prescription for more dressings and recommended creams to aid healing. All together a very thorough and professional experience which alleviated my anxiety about developing cellulitis and healed the wound. Thank you Francis Grove Surgery.
Visited July 2023
Review titled FRANCIS GROVE SURGERY
Replied on 07 August 2023
Dear Karl, Thank you so much for taking the time to share your positive experience with the practice on here. We are glad you found the experience so thorough and that your wound had healed Many Thanks Lynsey Practice Business Manager
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Review titled Fantastic practice
Rated 5 stars out of 5
by Veronique Gerber - Posted on 31 January 2024
I joined Francis Grove Surgery in February 2023 when I moved to Wimbledon and from the start I was very impressed by the professionalism and excellent service I received. Everyone is so helpful from the receptionists to the GPs, Physiotherapists and nurses. I was in the middle of a treatment for arthritis and the team picked up the issue at once and looked after me wonderfully. The GPs really listened to my concerns and were very quick to refer me for tests when necessary. The Physiotherapist gave me a very effective programme to follow and saw me regularly so I recovered quickly. The health check I had from the nurse was the most thorough I ever had. I cannot recommend this practice enough.
Visited July 2023
Review titled FRANCIS GROVE SURGERY
Replied on 05 February 2024
Dear Veronique, Thank you for taking the time to leave us a review and such a lovely review too! I'm delighted you have had a good service from a range of different clinicians at the practice. Kind Regards Lynsey Practice Business Manager
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Review titled Poor service
Rated 1 star out of 5
by Phil Docherty - Posted on 01 June 2023
Had a phone appointment for “after 5”. Someone called early afternoon. My phone was on silent. I called back, got the automated system. You’re 2nd in queue, then you’re 1st in queue. Then ringing tone. No answer, you’re first in queue, then music. After just over 22 mins hanging on, receptionist confirmed that I had an appointment but was unable to tell me who called but that they were extremely busy. It’s a partners surgery. Employ more people at busy times
Visited June 2023
Review titled FRANCIS GROVE SURGERY
Replied on 07 August 2023
Dear Phil, Thank you for your feedback. I believe the GP who did speak to you explained the reason she was trying to call you early. I took your complaint to the practice meeting for discussion with the clinical team. The team reflected on calling outside of the appointment times. It was agreed that the GP should text first to check if a patient is happy to be called early if this happens in future. I am not sure what you mean by it being a Partners surgery, but for clarity, there are 3 GP Partners, 9 salaried GP's as well as 25 other staff employed by the practice. Recruitment into receptionist roles is extraordinarily challenging at present for many reasons, but we do our best to ensure reception has as much cover as possible at the busiest times. I apologise for the inconvenience caused to you. Thanks again for the feedback Lynsey Practice Business Manager
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Review titled Extremely difficult to get through
Rated 2 stars out of 5
by Anonymous - Posted on 05 December 2022
It is extremely difficult to book an appointment. Lines are supposed to open at 8 am but even if you call at 8 am sharp, it’s often impossible to get through - occasionally the queue lasts very long, or the call fails or, more recently, you can’t even queue and the call ends. Pre pandemic there was an online appointment system with 10 minute slots available. This seems to be no longer available - we are clearly post pandemic but the practice has not adjusted to this yet. The worst part is that even when you do get an appointment it’s for a phone consultation first, the slot for which is either am or pm (pretty wide for working people). This is inefficient and risky in my view as it results in delays on getting a patient actually seen by a doctor. I would be open to discussing this with the practice in case there are any new / improved processes I am unfamiliar with.
Visited December 2022
Review titled FRANCIS GROVE SURGERY
Replied on 02 May 2023
Dear patient, thank you for sharing your experience. At this specific time, the phone lines were under extreme pressure due to the childrens Strep A concerns at the time. Decemeber 2022 was particularly difficult, but i apprecaite that the 8am queue is an on-going issue. We do our absolute best to have as many staff answering calls at this time as possible but like many practices we are struggling with recruitment and retention of reception staff. We do have alternative options which include our online triage tool which is available via our website, as well as other contact the practice options on our website-these would be for non-urgent issues. With regards the online booking, primary care has changed considerably since March 2020 when we last had online booking available. This is mainly due to the different clinicians now available (GP's, pharmacists, Advanced clinical practitioners, physio's, mental health practitioners and more), contractual requirements have changed and reception now need to triage patients to make sure appointments are being booked with the correct clinician and therefore making the best use of appointments. Since October 2022 we have been offering directly bookable face to face appointments with GP's as well as telephone consultations. We have a feedback option on our website-you will get a response within 2 days using this option. https://www.francisgrovesurgery.co.uk/navigator/feedback/ Apologies you have had a bad experience, i hope this has improved in recent months. Kind Regards Lynsey Practice Manager