Friary House Surgery

Disappointing service falls far below expectations

Subpar, plain and simple—an utterly disappointing encounter.

Disappointing decline of once great medical practice

Once a fantastic medical practice that I remained loyal to even after relocating due to its previous exceptional quality. Dr Tuckley and Dr Bertie were outstanding general practitioners during their tenure. However, the standard has drastically declined. The health coordinators display a discourteous and unempathetic demeanor. The electronic consultation triage mechanism is fundamentally and critically defective.

Unprofessional care leads to medical misunderstanding

Terrible medical procedure!!! Attempted to administer shots to my toddler against his clear resistance. When I challenged their approach, both the physician and front desk staff spoke down to me, yet I ultimately proved my point!! Their incompetence is astounding - none of them demonstrate any real understanding or professional competence.

Unprofessional staff destroy customer service experience

After encountering a negative situation, I dove into the reviews, and suddenly everything clicked. Some of the employees here are arguably the most discourteous individuals you could possibly interact with, and they desperately require either professional coaching or a career change. It seems they've completely forgotten that the people they communicate with daily might be in vulnerable positions or seeking critical support. When someone reaches out for guidance or help, especially concerning health-related matters, they're likely already anxious and stressed. To have a representative respond with rudeness, a lack of empathy, and—in this specific instance—actually laugh multiple times during the conversation, is absolutely unacceptable. Have customer service standards truly fallen this far?

Frustrating healthcare experience with poor communication

Attempting to contact them via phone is a constant struggle, and when you finally do, the staff's demeanor is discourteous and lacking professionalism. They persistently direct you to submit an online Klinic form, which invariably gets rejected because my complete legal name contains an apostrophe. Their inability to provide a specific callback time is absurd, especially considering many patients work full-time and can only accommodate calls during lunch breaks. I am eagerly anticipating my relocation, primarily so I can switch to a different general practitioner surgery.

Unprofessional staff and poor patient care disaster

These medical professionals are absolutely terrible. Their team desperately needs training on basic patient respect and courtesy. I had a phone conversation with what seemed to be a receptionist who was incredibly discourteous, combative, and overly defensive even when I was being completely civil. When I inquired about my ongoing repeat prescription - which I've been receiving for a full year - she accused me of dishonesty regarding the medication's name. The interaction ended without any resolution, and I'm still stuck with an incorrect prescription. I will absolutely NOT recommend this medical practice to anyone under any circumstances!

Prescription mishap disrupts patient care at medical practice

I was let down when the medical practice failed to forward my prescription, which led me to discontinue my medication. However, I want to emphasize that the general practitioners at this clinic are truly excellent! It seems they might have undergone some recent staffing changes.

Disappointing decline from once great medical practice

This medical practice has completely deteriorated from its former excellent standards. They were once consistently courteous and supportive. Currently, securing an appointment is nearly impossible, and even if you do, it's likely to be canceled at the last minute. When attempting to schedule, you're met with discourteous staff who dismiss your concerns abruptly. I was promised follow-up care from nursing staff, but was ultimately left to handle everything myself, even being redirected to Cumberland without proper explanation or assistance.

Smooth healthcare support with caring professional team

My interactions have consistently been positive, with the staff demonstrating high levels of professionalism. Whenever I submit a clinic form, they respond quickly, maintain a pleasant demeanor, and have been instrumental in resolving communication gaps between my hospital and general practitioner.

Avoid This Surgery at All Costs

If you care at all about your health and personal welfare, steer clear of this medical practice at all costs!! The service is utterly abysmal in every conceivable way!!! It's been an arduous journey to finally break free and locate an alternative provider. Simply skip this complete mockery of a healthcare facility and seek out a different option - spare yourself the overwhelming frustration!!

Declining healthcare quality leaves patient deeply frustrated

The medical practice was subpar prior to the pandemic, and has now become utterly unacceptable.

Prescription Nightmare: Frustration and Lack of Medical Support

For two weeks now, we've been attempting to resolve a recurring prescription issue for critical medication. The staff has been absolutely unhelpful and ineffective. Their service is entirely worthless.

Endless wait leads to frustrating healthcare helpline nightmare

I spent an exasperating 40-plus minutes waiting, crawling to position 3 in the queue... only to be greeted by an automated message stating the surgery was closed and advising me to contact emergency services instead.... Absolutely enraged, and it's already 1 in the afternoon, take note....

Frustrating econsult with unprofessional and disorganized clinic

After struggling for three weeks to secure an econsult at Peverell (which never seems to be accessible), I finally managed to submit a request through Klinik and received a call from a private number days later. Instead of offering a scheduled appointment, the surgery decided the doctor would call at their convenience - as if that's a reasonable approach! The physician rang me while I was on a train, then attempted again later the same day during another train journey. Ultimately, he informed me I'd need to resubmit the entire request because the response window had expired, simply because I wasn't available during their arbitrary call times. I'm immediately seeking registration elsewhere, utterly astounded that they believe such a disorganized system could possibly be effective.

Unprofessional receptionists ignore patients and phones

I didn't mind waiting for around 20 minutes, but the experience was far from pleasant. The phone kept ringing continuously, and the staff behind the reception desk were completely absorbed in their gossip. Whenever a patient arrived to check in, the receptionist seemed utterly annoyed, as if being asked to do her job was a massive burden. It appeared they deliberately ignored the persistent phone calls, never once picking up the receiver during my entire wait. The phone line claimed to be busy, but from what I observed, it was simply left to ring unanswered while the staff remained disengaged. The team's performance was unprofessional and disrespectful. Their lack of customer service is so poor that I'm seriously considering changing my healthcare provider due to this unacceptable behavior.

Cliniq communication failure leaves patient frustrated

I've submitted three separate requests to Cliniq for my test results and received zero response. I've attempted to contact them by phone for two consecutive days, only to be disconnected right before their closing time this evening. I recognize they might be experiencing high volume, but the difficulty in reaching their staff is incredibly frustrating. I was left waiting on hold for a staggering 40 minutes!!! It seems utterly unfair that working professionals have no viable opportunity to communicate with their staff unless they can miraculously call during standard business hours when most people are employed.

Friary surgery fails patients with poor prescription service

Friary medical center has dramatically deteriorated from its previous reputation for kindness and compassion. Regrettably, their service has become completely unacceptable. My husband requires four different eye drops on repeat prescription, yet they consistently fail to send the prescription to Boots pharmacy, forcing us to chase it every single month. This situation is absolutely disgraceful and incredibly stressful. With my husband already at risk of losing sight in one eye due to glaucoma and having undergone two operations, their negligence potentially jeopardizes his remaining vision. The staff are shockingly indifferent and display an appalling attitude, causing significant distress to our entire family. Once again this month, Boots only received ONE box instead of the THREE he needs, despite his critical medical requirements. Even the pharmacy staff have attempted to resolve this repeatedly but cannot get any response. Without doubt, this is the worst GP practice I have ever encountered.

Worst medical experience ever terrible customer service

Absolute zero rating deserved!!! Phone accessibility is a nightmare. The front desk staff are dismissive and treat patients like unwelcome interruptions. I've yet to consult an actual physician, constantly being redirected to nursing staff or trainee medical personnel. I'm switching healthcare providers without hesitation.

Helpful service hampered by limited online support

I wish I could award a higher rating because the staff I've managed to connect with have been incredibly supportive. However, their primary communication channel, klinik, is frustratingly limited by specific operating hours. Isn't the whole point of an online service to provide accessibility around the clock? I'm perfectly willing to be patient and wait for a response, but not everyone has the flexibility to engage during standard business hours!

Prescription nightmare leaves patient frustrated and disappointed

I'd rate this zero if possible. The service is utterly abysmal, completely chaotic and ineffective. I requested a prescription renewal on November 13th, well ahead of my medication running out, and it only arrived at the pharmacy today, December 1st. I've had to make four separate, pointless trips to the pharmacy this week, and each time I was informed the prescription hadn't been sent from the doctor's office. Absolutely infuriating and a total drain on my time and energy.