Frome Medical Centre
Enos Way, Frome, Somerset, BA11 2FHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled 9 days for a appointment
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2024
done the online review then had to wait for someone to contact which took 3 days then the phone call said i had a appointment 6 days later if this is normal for a appointment then you can see why A&E is always busy very poor service especially when there is numerous consultant rooms that do not get used
Visited January 2024
Review titled Frome Medical Centre
Replied on 05 January 2024
We are really sorry you feel this was too long a wait. All requests are reviewed on the day of receipt and are triaged by a GP according to how urgent they are. The team will always try wherever possible to book you with the GP that will offer you the best continuity of care. We will always try and book you an appointment within 3 days and do our upmost to ensure you have an appointment within 2 weeks of your request. As you will be aware from completing the appointment request if your condition worsens then you can get back in touch with the practice. A & E should only be contacted for emergencies. Please be assured all our clinical rooms are in use and we have a team over 70 clinical and 70 support staff working very hard to provide the best possible care at all times. We hope your care was well managed when you attended your appointment.
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Review titled Excellent Service
Rated 5 stars out of 5
by Paul Kirtley - Posted on 19 December 2023
Yesterday I visited Frome Medical Practice twice - first for a blood test and then for a B12 injection. In both cases the nurses were excellent - friendly, efficient and helpful. I also mentioned that I had several lesions on my left arm and one on my back which never fully healed. The nurse took photographs to send to the dermatologist. Thank you so much
Visited December 2023
Review titled Frome Medical Centre
Replied on 20 December 2023
Thank you so much for taking the time to feedback regarding your positive experience of the care you received. We will pass this on to the nursing team.
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Review titled Fantastic GP service
Rated 5 stars out of 5
by Anonymous - Posted on 10 November 2023
I saw a GP today at the practise. A new one. So kind, so thorough and highly knowledgable. She took great care understanding my symptoms. Took time to listen. So grateful. Thank you so much
Visited November 2023
Review titled Frome Medical Centre
Replied on 12 November 2023
Thank you for taking the time to send such a lovely review. We would be very happy to thank the Dr you saw on your behalf . .if you would like to contact the practice
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Review titled Excellent service from Frome Medical Practice
Rated 5 stars out of 5
by Steve Clark - Posted on 04 October 2023
I have just had my first experience of the new online booking service and have to say I am impressed. I completed the somewhat tedious and repetitive form online at about 7.30am. At about 9.00am I received a phone call offering me an appointment with a Nurse Practitioner at 10.00am. It is now 10.45am and I am sitting at home having administered the first dose of my prescribed medication. This is superb service and I congratulate everyone involved. I have lived in Frome for 45 years and have seen many changes. The Frome Medical Practice has grown with the town but have always provided myself and my family with excellent healthcare.
Visited October 2023
Review titled Frome Medical Centre
Replied on 05 October 2023
Dear Steve. Thank you for taking the time to be our first patient to do a NHS review since introducing our new system. We are so pleased to hear it was a positive experience. We appreciate the form takes time but it really helps our clinicians to triage well and direct you to the right care as efficiently as possible. We are delighted everything worked so well for you.
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Review titled Poor
Rated 2 stars out of 5
by Anonymous - Posted on 14 September 2023
Second day been told they are at full capacity and no gp telephone calls available and to call back following day at 8 am , only to be told same again . What is NHS coming to , they need more staff . Patient care is important, isn’t it??
Visited September 2023
Review titled Frome Medical Centre
Replied on 05 October 2023
We are sorry to hear you have had problems with accessing care . We appreciate this is very frustrating when demand is high. We hope that our new system which is being introduced later in September will help
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Review titled Appointment
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2023
Trying to sort a blood test appointment for my elderly mother. So far the closest to being answered I've been is number 28 in the queue. I work full time and cannot hold indefinitely. Chosen option 1 for a call back and this hasn't happened either. This feels like poor service.
Visited August 2023
Review titled Frome Medical Centre
Replied on 13 August 2023
So sorry to hear of your experience. You can call anytime to book a blood appointment and use our call back service. You can also book on the nhs app and our digital team can help you to do this if you need support. We cannot follow up as you have not left your details
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Review titled Follow up to previous email
Rated 2 stars out of 5
by Anonymous - Posted on 11 July 2023
Following my previous email,I now have an update.On Monday of this week I decided to try again to make an appointment for a GP appointment, but decided to stay on the line.After 1hr 58minutes I finally got to speak to a real live person rather than a recording,& guess what I managed to get an appointment, and later in the day I saw a doctor.This service was excellent,but the long wait on the telephone was completely unacceptable!Please Frome Medical Practise you need to employ more telephonists.
Visited July 2023
Review titled Frome Medical Centre
Replied on 15 August 2023
We are sorry you had such a long wait. We can have up to 15 staff answering phones at peak times and Mondays are our busiest days. We suggest you use our call back service to prevent you waiting. This is available to anyone over no 10 in the call queue. From September we are moving to a new system and will be encouraging as many people as possible to complete requests online. We hope this will reduce the call queue for those unable to make requests in this way.
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Review titled Try to get through to the “care navigators”
Rated 2 stars out of 5
by Anonymous - Posted on 09 July 2023
Like a previous emailer,I to tried to book an appointment,but was 36 in the queue,so asked for a callback.3 hours later I still hadn’t received one, so I tried again and 9 days later I’m still waiting
Visited July 2023
Review titled Frome Medical Centre
Replied on 15 August 2023
Can I please suggest you contact the practice directly. You can do this on line or in person if you prefer. We can check all our logs and times of call backs, if you contact the practice we can look at your call and check what happened for you. The issue with the call back may well network connection issue with your own provider Many thanks
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Review titled Always number 30 in the telephone queue
Rated 1 star out of 5
by Mervyn Hancock - Posted on 25 June 2023
A resident of Frome for 50 years I never thought that a modern, multi million pounds Medical Centre would be so difficult to access. If you stand any chance to consult a doctor you have to rise before 8am, listen to annoying music for at least half and hour, you always seem to be number 30 in the queue, and pray you are not cut off. Often you are directed by the navigator to consult a local pharmacist who tells you that you need to see a doctor because they cannot prescribe the medication you need. On the rare occasion you get to see a doctor, waiting rooms are empty, consulting room doors are open, and the busiest place is the coffee shop. Before all this automation nonesense there were far fewer doctors in the town, it was easy to get an appointment and the old Health Centre in Park Road was a reliable place to get medical help. The telephone and online appointments system operated by the Frome Medical Practice has become a standing joke in the town. The problem is, it isn't funny if you feel ill.
Visited June 2023
Review titled Frome Medical Centre
Replied on 26 June 2023
Dear Mr Hancock We are really sorry to hear you have not been happy with the service you have received. It sounds from your message that you are not using the call back service and are waiting in the phone queue. I would encourage you to do this if you havent been using this function. We do signpost/refer to the pharmacy and you will find all practices in Somerset do this where this is appropriate. We can review your individual situation to see what problems you have found with the pharmacy scheme. Please be assured all our rooms are un use and we aim to keep waiting time to a minimum to avoid crowded waiting rooms. You may not be aware that GP Practices across the country and struggling with huge demand, as are other NHS services across the country and please be assured staff are all doing their absolute best with the resources and capacity they have. We also seeing the most patients we have ever seen. We do appreciate that when demand exceeds capacity this is not the service you or our patients want. When we have one please feel free to raise this on our behalf with your MP. As a country for Primary care to be we need to increase the number of GPs and Nurses we have, do all we can to retain many who are leaving the profession. We will be releasing a press release and information about some changes to access in July that will be implemented in September. We hope this will support patients more. It will however not change the capacity we have.
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Review titled Unconcerned
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2023
I am a cancer patient and duly booked my required blood test through the complex care team for the day before my chemotherapy only to have my appointment cancelled by text just before the Practice finished for the Easter bank holiday as the nurse would be ill on the following Tuesday!The clerical staff were sorry for the inconvenience!This action caused severe mental distress over the bank holiday period as I was concerned as to whether my chemotherapy would be cancelled due to the necessary blood test being unavailable.Contacting the Practice on the Tuesday and explaining that the blood test was necessary I was yet again informed they were sorry for the inconvenience and offered a test on the day of the chemotherapy appointment, obviously no one had bothered to read my medical notes.I find this uncaring, unconcerned attitude utterly unacceptable.
Visited April 2023
Review titled Frome Medical Centre
Replied on 15 April 2023
We are really sorry to hear this and sorry this caused you additional stress at a difficult time. We always do our best to offer the best possible care. If you would like to contact the practice directly we can review what happened for you and respond directly. We had issues with power and water which may have impacted on the situation.