Friar Gate Surgery
Agard Street, Derby, Derbyshire, DE1 1DZContact details and opening times
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Reviews
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Review titled bad practise
Rated 1 star out of 5
by fred watkinson - Posted on 25 October 2024
having had a long term medical problem of late it started getting progressively worse. I phoned the surgery 25/10/2024 to discuss this with a gp. Because they deemed it "Red Flag" they advised me to attend A and E. I told them it was totally unnecessary as all i wanted was to discuss this with a gp. They completely blocked me from seeing or talking to a gp insisting i go to the A and E at the Royal Derby. The receptionist was not helpful at all and was stoic in talking to me. She said she had spoken to the DR and came back with the same response that she gave me. I suggested a phone consultation with a dr but that was denied me. I have attended several gp surgaries in my lifetime but non have compared to the lack of help i received from Friargate.. Their system seems to lean on sending patients to A and E Im afraid their system is not fit for purpose and i will be seeking a different practise.
Visited October 2024
Friar Gate Surgery has not yet replied.
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Review titled Not good
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2024
On Sunday had an issue with excruciating pain in lower back. Couldn’t move, couldn’t bend. Couldn’t lay down. Hurt to walk, struggled to get upstairs, even struggled sitting down on loo and that was just part of problems. Phoned 111 and they put me through to out of hrs. They took details and sent meds to chemist within an hr or so. They said any new symptoms phone Gp.Next day some tightness in foot and some discomfort in thigh. Phoned drs and asked to speak to a dr. Couple days later received a text message “ book into physio” no conversation with anyone. Which made me upset as I was in pain. I eventually tried to book an appointment with help as I’m not tech savvy, there was no appointments. I was angry and frustrated due to pain and no one at the surgery seemed to care so I phoned next day when I was calmer. Told receptionist no appointments..” you’ll have to talk to him when you get call about hands”which is on Monday (over a week later after phoning 111) Asked about how I go about getting a sick note for next week as I’ve hadn’t had one for many yrs….”go on line” asked if I could order some more painkillers as they run out at wk end…. “ you didn’t get them from here so we can’t. Go to chemist for pain advice” once again I got so upset, I actually cried and hung up as no one wanted to know. I couldn’t physically walk down there as it to far with pain. At least 60yrs I’ve been with this surgery and have never been made to feel the way I do now. Very rare I phone the gp with anything and this is what you get when you do. To the person who replies to the reviews…. You can challenge version of events as often is your response. Listen to phone calls as they are recorded. I’m sorry but this surgery has drastically gone downhill and it appears I’m not on my own in thinking that. There is the odd positive review and you stated in a reply to a comment that no one sees the flowers and chocolate you get sent.. I challenge that version of events to quote your response to comments. The above issue is not the first I’ve had with this surgery. I dread having and have put off phoning on occasions because of the response. Us patients shouldn’t be made to feel like this. This surgery used to be caring, considerate and had compassion to their patients and now… text messages, emails from a computer where is the caring in that. You say ( in a response) you’re proud to be different from other surgery’s, well I think you all need a head wobble on that one. As far as the tech . us oldies struggle with it. And yes I did struggle to get this up, I had help on this occasion. Not everyone has got the help which also isn’t taken into consideration. I did ask for help a few wks ago… the response…. I’ll put a note on to physio. Guess what… I’m still waiting!
Visited February 2024
Review titled Friar Gate Surgery
Replied on 04 March 2024
We would ask you to contact the surgery directly either through the feedback form on the website or call us and someone in Reception will fill it in for you. Or you can drop off a letter (mark for the attention of the Practice Manager), but unfortunately these posts are anonymous so we can't deal with your individual case unless you let us know who you are. That said we would really like to hear from you as we have a system of continuous quality improvements so the things that go well and the things which don't are invaluable for this process.
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Review titled Amazing
Rated 5 stars out of 5
by Katie Lee - Posted on 11 March 2024
Allowed me and baby to change straight away to this surgery so she could come home from NICU, always answer phone or form’s immediately. Nothing is ever too much. My old surgery village was awful. Even do late night appointments if necessary!!
Visited December 2023
Review titled Friar Gate Surgery
Replied on 11 March 2024
Thank you so much for the time you have taken to write this lovely review. It is appreciated by the whole team.
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Review titled Worst practice in the world
Rated 1 star out of 5
by Wayne Webster - Posted on 29 August 2023
I requested my prescription 2 days early due to travelling to a very emotional funeral 170 miles away and I was told by the receptionist "ah it's ok, go and find a pharmacy where you are going" whilst burying my family member! and comes with so much disrespect from the receptionist........ absolutely disgusting is an understatement! Also I have had a lump which I have been told could be cancerous and I have been trying to get an appointment for 3 months and I can't get 1 due to not being able to take a photo of the lump as friargate doesn't understand you can't take a photo of something you can't see only feel! Best thing about it is that after you leave 1 of these reviews you get blocked from leaving another and when you get a reply/response from friargate you get blocked from responding to their excuses! I extremely would advise you find an alternative practice if you don't want a service that is nothing more than useless!!!
Visited August 2023
Review titled Friar Gate Surgery
Replied on 29 August 2023
We are sorry to hear that you have lost a loved one, it is always a difficult time and we would not want to add to your concerns. We have tried to help. If patients need to collect medication away from their normal pharmacy we can issue the electronic prescription to a pharmacy nearer where they will be staying in England, however we do need to know which is the most convenient pharmacy for them to attend. We wouldn't know whether you were staying with friends, family or in a hotel or B&B. But if you let us know we can find the best place to direct the prescription. Secondly, we do not leave patients with lumps with no medical input for 3 months and would, therefore, challenge this version of events. Also this review site is created and monitored by NHSE and, therefore, Friar Gate Surgery would not even have the ability to block you, not that we would chose to. We value honest constructive criticism and use it as part of our quality improvement.
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Review titled Fantastic doctors
Rated 5 stars out of 5
by Anonymous - Posted on 25 June 2023
I have been under the Friargate practice for many years and have always had a brilliant service by kind, knowledgeable and supportive doctors. I use the website for queries and it’s always responded to quickly. The doctors have phoned me numerous times to discuss my queries and are consistently brilliant. I can’t praise the doctors highly enough. Thank you for so many reasons.
Visited June 2023
Review titled Friar Gate Surgery
Replied on 26 June 2023
Thank you for taking the time to let us know. I will pass this onto the team who, I feel sure, will be touched by your kind words.
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Review titled first rate doctor
Rated 4 stars out of 5
by Anonymous - Posted on 09 June 2023
one phone consultation given an appointment next day to see the doctor , Given an examination (no rush ) first rate service. ]
Visited June 2023
Review titled Friar Gate Surgery
Replied on 14 June 2023
We are delighted to read your review. Providing a "first rate service" for every patient is our top priority. Thank you we truly appreciate the time you took to comment.
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Review titled Incompetent
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2023
Almost impossible to speak to or see face to face with a doctor, reception staff reading and commenting on personal medical information, on several occasions they haven't opened online requests until I call back weeks later, I was told I was having a face to face with the doctor about an ongoing condition, they sent me to a walk in centre only to be told by the doctor that as I'm not his patient he can't do anything and sent me back to frigate, the issue still isn't resolved, and today reception sent a message saying ask a chemist if they can help, this practice is a total joke and waist of time
Visited June 2023
Review titled Friar Gate Surgery
Replied on 09 August 2023
We are sorry that you have had issues and would encourage you to message us directly about an concerns to allow us to investigate. There may be a misunderstanding about the Extended Access Service which has moved from Horizon Healthcare to the Walk In Centre. This is a procured service specifically for Friar Gate Surgery patients to allow them to see a GP out of normal surgery hours. This is a completely separate service from the Walk in although provided on the same site.
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Review titled Very poor service
Rated 1 star out of 5
by Piotr Kobryn - Posted on 10 May 2023
It is disgraceful service. I have blood circulation problem. I have been told in hospital to urgently see doctor. I cannot get through reception. The doctor is ignoring all messages. It is a week now still no answer from Doctor.
Visited May 2023
Review titled Friar Gate Surgery
Replied on 11 May 2023
Unfortunately we are unable to respond with any specifics. However, our patients are well aware that it is not difficult to contact the surgery by phone as the vast majority contact us through the website leaving the phonelines available for those without IT access. Our patients will receive a timely service which is clinically appropriate. We would, therefore, challenge your version of events.
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Review titled Are there any drs there?
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
reception -hole in wall facing a receptionist through glass with a mask on then asked the 3 questions. That’s if you’re lucky enough to be invited down. Everything on line. Which is ok if it excepts your DOB so you have to end up phoning anyway. A cliché I’m told. A year on still told same thing. Text message for bloods. Did bloods then a month later another text message for more bloods. Phoned up they said oh yeah you done them. 2-3 months later text message I need a review. I phoned up, what review? For your bloods, you haven’t been yet. I said I haven’t been because I didn’t get a message to have one. Good job I haven’t got owt serious then. Ordered meds… message to say they be at chemist in 2 days…… 1 week later no meds. Phoned up. Told I needed to fill in meds review. Told them I didn’t get the message. So filled in review and got me meds. Got another message 1wk later time to fill in meds review… ermmm I did that last wk!! 1 month later another meds review message!! Painful shoulder,neck and arm. Asked to speak to a dr. Got a message to say I’d been booked in for physio. No exam no nothing. Went to physio at old DRI after two sessions she referred me back to GP. Heard nothing from Dr but got a phone call from a surgery saying I’m booked in for injection in shoulder. I’ve got arthritis in hands. No Dr again just a text message to say I’m booked in to physio. I wanted pain relief instead I get an app that won’t download to my phone. Phoned surgery. They said I’ll have a word and get it sorted: over a week later nothing. Got a call tomorrow to see how I’m getting on with them. Joke Had to phone 111 crippeled with back pain. Gave me meds: was told any changes in symptoms get in touch with Dr Phoned today asking to speak to Dr. Went through same routine… fill in form on line. Ermmm no cus it don’t except Date of birth often. Filled it over phone and was told I’d get a phone call from Dr and she’ll decide if I need a face to face. No phone call. Yes another text message telling me to book into physio. No conversation, no exam. I actually cried when I realised I wasn’t getting a phone call and only a stupid text message. I’m in pain and all I get is a text message. Disgusting The service at this practice was excellent once upon a time. Been with practice roughly 60yrs. Now…. I’ve never known anything like it: Drs deciding what’s up with you from a form, and mostly mine over phone with someone else typing it in, hoping they’ve typed in correctly. Not everyone has got a iPad, laptop or smartphone. Not everyone is tech savvy. I’m definitely not!!! Not getting messages when you should. Or same messages sent several times. Very rare I need to speak to a dr or see one but when I feel the need to like this wk, what do I get…. A text message. Are there any Drs there or just a computer. ( no date given as this review covers over a yrs worth)
Visited January 2023
Review titled Friar Gate Surgery
Replied on 29 February 2024
We would like to hear from you in person to help you with the routes through the surgery. We really do have options for patients who don't have any access to IT, because we are inclusive. However, almost all patients contact us through the website rather than phones or in person. But we happily support patients with no smartphone or no knowledge of IT. You clearly have some IT knowledge, as you have filled in this feedback form, but remember we have staff who can help you if that's the route you would like to learn more about. Please pick up a Practice Leaflet from Reception, which explains that the Clinical Team does not just include GPs, but also Mental Workers, Advanced Clinical Practitioners, First Contact Physios, etc and these models are duplicated in surgeries throughout the city. We have a lot of patients who moved to us because we are digital. Digitalisation of Primary Care to increase capacity and access is currently an NHS priority and is being rolled out more and more throughout England. Finally, the reason that we have Receptionists behind glass is to protect them when violent patients try to attack them. Although this is often induced due to substance misuse or severe mental health issues it is not appropriate to put our Reception Team at risk. We hope this explains some of the issues, but we would be very grateful if you would consider contacting us so we can help you further.
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Review titled Ridiculousness at its finest
Rated 3 stars out of 5
by Lorraine Anthony - Posted on 18 December 2022
Friar gate surgery have lost the plot !! I attended the surgery for a routine appointment with the nurse. I arrived with a mask and sanitised my hands. I reported to reception on arrival, checked in and asked to use the toilet as I was “desperate”. I was advised by the receptionist that I couldn’t use the toilet as she wasn’t allowed to let me use the toilet but I could ask the nurse and it would be at her discretion. I waited in the corridor as you are no longer allowed to wait in the huge empty waiting room. The nurse came to collect me and again I asked to use the toilet but was again refused!! I expressed my disappointment in their policy and how ludicrous the situation was and made a point of saying that you are allowed to use the toilets in the hospital and I didn’t see what the difference was in the surgery. My comments fell on deaf ears and all the nurse could say was that she would be as quick as possible so I could be on my way so that I could find a toilet elsewhere!! The surgery policy wants re looking at as they are there to provide a service to their patients. I am an able bodied healthy female but shudder to think this happening to an elderly or disabled person.
Visited December 2022
Review titled Friar Gate Surgery
Replied on 19 December 2022
We are sorry for this misunderstanding. Patients who are actively seeking treatment onsite are allowed to use the loos, but we had to stop random people passing by using them as public toilets because they were being misused, damaged and frankly defecated on the floors regularly. It may have been nice to hear about the clinical treatment you received, in this review, as this is the main emphasis and focus of the surgery.