The New Folly Surgery
Bell Mead, High Street, Ingatestone, Essex, CM4 0FAContact details and opening times
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Reviews
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Review titled Rip Off
Rated 4 stars out of 5
by Andrea Batty - Posted on 29 August 2024
I have to have a Certificate of Existence signed annually before my birth date in order to receive a small pension from my late husband , this pension is paid out in South Africa where we lived for many years . In the past I have paid £10 , however this year I am being charged £30 for a signature and a New Folly stamp all of which must have taken less than 2 minutes to do! I feel that this is a rip off!
Visited August 2024
Review titled The New Folly Surgery
Replied on 03 September 2024
Dear Andrea, thank you for your feedback received on 30 August last week, and i am sorry for your dissatisfaction with the charges implied on you for this service. Sadly this is a non-NHS service, where any patient under similar circumstances can opt to use a solicitor to have their ID confirmed with them instead. I am not sure as to what would be charged but would envisage it being more expensive. We set all non-NHS work and administration charges under NHS England guidelines as do all Primary Care organisations under the non core activity tariffs. Once again we are sorry that you are not happy with this service. Yours Sincerely, Practice Manager 3 September 24
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Review titled Unable to get through by phone to reception services
by Francesca Reynell - Posted on 14 May 2024
I tried to call to change an appointment yesterday, I was informed by the automated answering service that I was 4th in the queue on 3 separate occasions at least 30 minutes apart. Each time I waited for over 20 minutes and did not get to a lower place . I gave up in the end. Absolutely terrible experience causing additional stress on top of being ill. How can you make or cancel an appointment if there is no hope of getting through?
Visited May 2024
Review titled The New Folly Surgery
Replied on 15 May 2024
Dear Francesca, my sincere apologies for this experience your reported and thank you for your feedback/comments. I have made contact to you this morning separately via the messaging system. I will look at the call logs under your mobile number to better understand what happened here and i will get back to you. Your feedback and comments when reviewed will be used as learning points for the admin and reception team to work to ensure we close up on these reported telecoms issues and reduce the chance of this happening again to any patient. Once again my sincere apologies for the issues you reported. Yours Sincerely Practice Manager 15 May 2024
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Review titled Dreadful receptionists
Rated 2 stars out of 5
by Anonymous - Posted on 09 February 2024
The receptionists at this practice are OK on the phone, but face to face they're simply dreadful. Lazy, rude, and unhelpful. Today I had one of them groan and sigh loudly a few times while "assisting" me because she had to get up from her chair twice. I have a foreign accent but I'm perfectly fluent in English, and more than once they don't even bother listening to what I'm saying. I once had one tell me "that's not the way things work here" when I was requesting to collect a blood test order which had been prepared by the GP. She heard my accent and simply assumed that my request was wrong. Condescending and ill-informed. The rest of the staff have been great, but the receptionists are truly awful. If there was another local practice I'd transfer there in a heartbeat.
Visited February 2024
Review titled The New Folly Surgery
Replied on 15 May 2024
We apologise for the delay in responding to your message and are v sorry to hear your comments and feedback. We aim to serve all our patients with courtesy, respect and with help and support for all needs and requirements, and i am sorry for the experience you encountered. This feedback will be shared with the practice admin and reception team as we do for all types of comments, as learning points and to review as a group. Where things have fallen below a satisfactory standard we will work on those areas to raise the standard and improve the service for all. Once again please accept my sincere apologies for the experience you encountered at the Surgery as well as the delay in responding. Yours Sincerely Practice Manager 15 May 2023
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Review titled Discriminating disabled people!
Rated 2 stars out of 5
by Miss davis - Posted on 10 January 2024
For months now the same two cars have parked without blue badges in the disabled bays All day.I went in today as I had my disabled son with me and needed to safely get him in. I asked reception where are the disabled bays to a reply was there aren’t any. Even though yellow bays are clearly marked. I explained I cannot safely get my child out to which receptionist offered to help but with my son’s condition a stranger would have tipped him over the edge after all going to the doctors and is a massive challenge . I asked to speak to the practice manager to which I was given the secretary I went outside then she agreed that one space for disabled should be avaliable and confirmed they were staff who parked there but even though there clearly are two marked bays I explained I will have to leave my child in the road to pull my car forward to get the car and safely put him back in I asked could one of them move before I come out they never bothered. I then Rang for the practice manager to which he was disgusting and rude I was speaking loudly as my son has autism and making such loud noises but not once was I rude or shouting at him my voice was louder due to my son making his sounds due to being non verbal I tried to explain he butted in wouldn’t let me speak at all he was a utter disgrace. And extremely condescending I ended up hanging up. I went back at 3.30pm today and the same two cars parked in the disabled bays this is a complete discrimination on disabled and the sick and not to mention illegal you should be utterly ashamed of yourselves as well as being lied to in the first place telling me there were no disabled bays when they clearly was. This needs to be addressed it’s wrong
Visited January 2024
Review titled The New Folly Surgery
Replied on 11 January 2024
Thank you for your comments and feedback which has been reviewed with the Lead GP Partner, after informing the same of the incident yesterday afternoon. We are very sorry for the angst and distress you report and apologise in the first instance for not having one of the bays available. For clarification these two bays are practice property and not owned or administered by Brentwood Council. We have a full staff of 25 clinicians and admin support staff operating within the Surgery and parking for all staff is at a premium; indeed 2 staff received PCNs yesterday as they had to park in the public bays in Bell Mead. The revised operating plan for access parking is that if any patient arrives and needs one of our own access bays, they just need to inform the reception desk who will have the staff member vehicle (parked in our own spaces due to the limited parking available) moved to allow the patient to use the access parking slot. This is the sensible flexible working solution covering both staff and patient needs within the extremely limited parking we have. It should be noted on most weekdays, Bell Mead public bays are taken up with patients and visitors for other activities such as dog walking and proximity to the local shops etc. Once again, our sincere apologies for your distress and we hope that on the next time you visit and need an access parking bay, this new plan allowing patients to use our own access bays, will work as it is designed to. Yours Sincerely New Folly Surgery
To report this as unsuitable, please contact the service desk
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Review titled Difficult to see a Doctor
Rated 2 stars out of 5
by Anonymous - Posted on 15 January 2024
I called wanting to get an appointment with the Doctor only to be quizzed by the reception staff and offered a telephone appointment in 2 x weeks time with I assume a nurse who would be able to advise on exercises - also advised by reception they were unsure whether blood tests could be organised via this method. As I have had this issue for around 6 months and my symptoms would suggest it's not muscular I'm left with little option but to go to A&E for treatment. What a shame.
Visited January 2024
Review titled The New Folly Surgery
Replied on 16 January 2024
Thank you for your feedback and comment posted yesterday. I am sorry to hear about your worry and issue reported; if you could contact the Surgery today after 11am and ask for / speak to Jackie Cole, she will look at this issue in more detail, as we cant identify you from this post. We only advise patients going to A&E in the event they have a real very urgent accident or emergency issue - we would like to help you further and i hope you can call the Surgery later today so we can assist you. Yours Sincerely, Practice Manager
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Review titled Kind empathetic practice
Rated 5 stars out of 5
by Nicola Young - Posted on 24 January 2024
My elderly mother died in December. GP kept in regular contact up to her last days. giving regular phone reviews to mum and family. Referral made to falls team , urgent response team and social care when she needed a care package. UTI packs processed same day and when UTI diagnosed antibiotic prescription to pharmacist on the same day ready for collection. Mum always got an appointment when she needed one. Gold standard GP and receptionists and team. My mum received excellent care in her final months and prior to her frailty. My mum thought the world of this team. They really got to know my family and were supportive and kind with my bereavement of my beloved parents . Thank you so much.
Visited December 2023
Review titled The New Folly Surgery
Replied on 26 January 2024
Dear Nicola, Dr Bailoor and myself thank you v much for your kind feedback and comments; against all the high demand for both appointments and services, all the staff from reception to clinicians work very hard to deliver the best services and outcomes. We are never perfect and we do take feedback of all forms seriously and continuously review services and how we do what we do. Very much appreciated and will share this with all the practice team. Warmest wishes Christian Practice Manager Practice Manager
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Review titled Extremely helpful practice
Rated 4 stars out of 5
by Anonymous - Posted on 23 November 2023
I wanted to leave a review praising the team at The New Folly. They have gone out of their way to help me which I am very grateful.
Visited November 2023
Review titled The New Folly Surgery
Replied on 04 December 2023
Thkyou v much for your kind review which has been circulated internally to all the staff - notwithstanding the very high demand we experience week in, week out, we do work hard to offer and delivery the best level of care and service to all our patients, and comments like this are v much appreciated. With sincere regards Practice Manager 4 December 2023
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Review titled Phone Call Waiting Time
Rated 5 stars out of 5
by Andrea Margaret Batty - Posted on 29 August 2023
I have just waited 32 minutes on the phone at No.1 in the queue, to get my test results, after which the test results line closed! How does this system work ? I have no problem with the doctors, nurses or reception staff who I have found to be helpful and kind but the telephone system is irritating and inadequate for the purpose it is supposed to serve!
Visited August 2023
Review titled The New Folly Surgery
Replied on 30 August 2023
Dear Andrea, thank you for your comments just received and please accept my apologies for this inordinate delay in getting through to the Surgery. This occurred due to an error by a member of staff in that they forgot to log off their phone when moving to another role - when this happens, i am sorry to say that the inbound caller who was in that particular phone "Q" is left in the "Q" even though the staff member has moved to another role etc. I have reminded all staff to ensure they fully log off their phone sets so any calls in their "Q" are auto transferred into the main "Q" that is being dealt with by other staff. Please accept my sincere apologies over this. Christian Practice Mgr 30 Aug 2023
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Review titled Excellent Care Received.
Rated 5 stars out of 5
by Yvonne Lindsay - Posted on 05 July 2023
I wish to express my gratitude for the excellent on-going (from August 2022 ) care and attention I have received from the Doctor. Thank you for listening and for your patience in resolving my many health issues. And I would also like to thank the Nurses, the Pharmacist and the Receptionists who have been more than helpful with my many queries. Thank you.
Visited June 2023
Review titled The New Folly Surgery
Replied on 07 July 2023
Dear Yvonne - v much appreciated and i have copied your kind comments and feedback to all the Surgery team, many thanks Christian (PMgr) 7 July 2023
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Review titled Helpful surgery
Rated 5 stars out of 5
by Amanda - Posted on 02 March 2023
Have always found the doctors listen and try their best to get the right treatment/help from the nhs. I have several chronic illnesses and have never been made to feel like a nuisance. One doctor recently has even phoned me after hours to make sure l was ok. I get regular anaemia treatment and asthma checks from a nurse, who has always been kind and supportive Although it can take time to get through to the receptionist’s, once you do they are helpful and try to get you an appointment as quickly as possible.
Visited March 2023
Review titled The New Folly Surgery
Replied on 03 April 2023
Dear Amanda - thank you for your review and feedback which is v much appreciated and which i will share with all the staff - aware that one some occasions and with minimum staff the phone system can take some time getting the service you need and we use such feedback to work with the telecoms company to review and update where we can. Many thanks Practice Manager 31 Mar 23