Friary House Surgery

Exceptional care beyond expectations at friary house

Dear FHS Subject: Praise for Outstanding Patient Care I am writing to express my heartfelt thanks for the remarkable patient service I recently experienced at your distinguished Friary House Surgery. As a long-standing patient of ten years, I have interacted with numerous healthcare professionals. However, my recent encounter truly surpassed all previous expectations, compelling me to share my appreciation. From the moment I submitted my clinic request, the reception staff welcomed me with remarkable warmth and professionalism. They facilitated a seamless check-in process, promptly addressed my concerns, and consistently went above and beyond to ensure my comfort. Their exceptional interpersonal skills immediately set a positive tone for my entire visit. During the consultation, the meticulous attention and active listening skills reassured me of the high-quality care I was receiving. The personalized approach and clear explanations about my health concerns not only showcased medical expertise but also significantly boosted my confidence. I genuinely felt understood and valued throughout our interaction. The follow-up care was equally impressive. Quick responses to my inquiries, efficient coordination of additional tests, and smooth appointment scheduling demonstrated the practice's commitment to patient care. It was clear that the entire team prioritizes delivering superior service at every stage. I must also commend the nursing staff for their outstanding professionalism, empathy, and expertise. They created a supportive environment and consistently delivered exceptional patient care. Their attention to detail, efficiency, and friendly approach profoundly enhanced my overall experience. In an era where customer service often disappoints, encountering healthcare professionals who genuinely prioritize patient satisfaction is truly refreshing. Your commitment to excellence not only reassured me but also strengthened my trust in your practice. The implemented service strategies clearly create a positive and welcoming atmosphere. I extend my deepest gratitude for the exceptional service at Friary House Surgery. Your commitment to excellence establishes a benchmark for other healthcare providers. Such experiences make patients feel genuinely valued and cared for. I kindly request you to convey my appreciation to the entire team, who collectively contributed to my positive experience. I will enthusiastically recommend your practice to my family, friends, and colleagues, confident they will receive equally outstanding care. Thank you for your dedication and unwavering commitment to patient service. I look forward to continuing my healthcare journey with your exceptional team. Wishing you continued success and good health. Sincerely, Lee Curtis

Frustrating phone call with endless wait times

Waited nearly an hour, then forced to end call before extra charges kicked in. Attempted again for 25 minutes, got disconnected. Tried calling around 5:15 PM before office closes at 6 PM, and by 6:20 PM the queue remained at least 3 people long. Absolutely appalling service, attempting to make switching medical practices impossible.

Negligent healthcare leaving patients in critical danger

I'm consistently let down by their lack of responsiveness. When I arrived with a critical medical situation—potentially pneumonia and experiencing hemoptysis—they callously instructed me to wait for a physician's callback several hours later. Despite being a loyal patient who has paid monthly premiums for seven consecutive years, I've never even received basic medication like paracetamol. It's astonishing that this clinic continues to operate, and I can confidently say they represent the most substandard medical facility in Plymouth.

Terrible reception staff ruin medical practice experience

I downgraded my review from a perfect score to the lowest due to an incredibly frustrating experience. Enduring significant pain, I struggled to schedule an appointment, with their online system being completely unusable. Positioned first in line for 15 minutes, I arrived at the surgery at 5:50 PM to find the staff casually chatting and seemingly disinterested. This is the second time such unprofessional behavior has occurred. The reception team desperately needs either comprehensive training or complete replacement, as they are consistently discourteous and prioritize socializing over patient service. Their hostile demeanor makes patients feel unwelcome simply for seeking assistance. The most disappointing aspect is that the nurses and doctors are genuinely helpful and competent, yet are undermined by their terrible reception staff's complete lack of patient care and professional integrity. There appears to be no proper channel for complaints. If you're understaffed, hire temporary workers - this ongoing issue is exhausting and unacceptable. If management cannot effectively run this medical practice, they should consider alternative ventures like a snail farm or a beauty salon for pigs, but stop masquerading as a legitimate healthcare facility. Enough is enough!

Frustrating healthcare and endless waiting times

this medical practice has seriously deteriorated. i've been a patient here for an extended period. waiting 12 days for a prescription caused me extreme suffering and unbearable withdrawal symptoms that left me in tremendous pain. it's virtually impossible to schedule an appointment with a doctor. the entire practice desperately requires a complete overhaul and needs to return to its previous standard of care - when it was actually enjoyable to be a patient here... because right now, it's absolutely unacceptable.

Terrible service transforms into medical miracle

Incompetent and utterly unresponsive. When I was experiencing severe medical distress, coughing up blood, they casually suggested an appointment a week and a half later, despite it being early in the week. After sending a strongly worded complaint email, their attitude dramatically shifted, and suddenly they became incredibly efficient, scheduling me for an almost immediate consultation.

Endless waiting nightmare with zero customer support

I've been stuck waiting on hold for an incredible 95 minutes. After finally reaching the top of the queue, I'm now experiencing another 7 minutes of continuous ringing with absolutely no response. Most people simply cannot spare this much time waiting on a phone call. For goodness sake, someone needs to pick up the phone!!!

Booking system fails patients in critical need

The recently implemented booking system is absolutely terrible. I've been waiting on my medications for more than a fortnight. Despite multiple attempts to contact them by phone, I was simply told they're understaffed and will address the issue. Now I'm waiting for a doctor to return my call, and I'm not optimistic about the outcome.

Frustrating healthcare experience with endless waiting times

Utterly appalling service, attempting to contact them after 2pm for information is futile. The 56-minute wait time was surprisingly the shortest I've experienced, yet it's the same recurring issue - perpetually understaffed for the past two years. Numerous signs throughout the surgery acknowledge this problem, and it's high time they addressed it. Patients are now forced to physically visit the surgery for any inquiries or communication, or alternatively directed to online platforms that are barely functional. The quality of this medical practice has dramatically deteriorated, and I'm completely dissatisfied with the current state of affairs. I'm thoroughly exhausted by their continuous stream of excuses. It's utterly baffling how this establishment could have received high rankings in any survey.

Avoid at all costs

A truly awful Dr's Want a service where they don't do as promised? Want a GP's where you have to dial 30+ times to get onto the telephone waiting queue to speak to someone? (not making this up) Want a terrible GP that that takes 58x minutes to get from 10th in the telephone queue to being answered? Want a long queue at reception because people are getting distressed because, elderly relatives aren't getting there repeat prescriptions? Want to deal with GP staff who are stressed and complaining about staff shortages? We can have some sympathy for cut backs, however they are truly disorganised the lack of management is clear

Klinik healthcare fails miserably on every level

Klinik system is completely useless - nobody ever responds to anything, and you're constantly forced to resort to surgical intervention. Their phone support is equally terrible. Whoever is managing this operation needs to seriously reconsider their entire approach.

Worst healthcare experience with terrible service

Extremely discourteous personnel with little regard for patient experience. Phone queue delays and clinic processing times are unacceptably long and frustrating.

Frustrating healthcare system fails patients completely

I am utterly appalled by this medical practice. I've been attempting to use the e-consult since Friday to log my daughter's chest infection and cough, but it completely failed to register in their system. Upon checking their website, I discovered the e-consult is no longer functional, replaced by some new system called Klinik, which is even more horrendous. You're forced to complete an excessively lengthy form and then write an extensive explanation for each symptom listed. To make matters worse, the system abruptly cuts you off right before form completion. Then, the dismissive receptionists claim they never received any self-referral. SERIOUSLY??? Calling the surgery means starting at position 15 in the queue. This ordeal lasts over 3 hours just to reach position 5, after which you're either disconnected or sent back to position 10. Absolutely ridiculous! You're forced to restart from position 15 all over again. Unbelievable! Don't even get me started on prescription requests. They don't register on the email they've provided. They've also changed the prescription request procedure without any notification to service users. How are we supposed to know? I even visited the surgery to make an in-person request since email fails, only to be told my son hasn't had his inhalers, eye drops, and cream prescriptions since 2012 - when he was born - despite him actually using them continuously. I could continue endlessly, but it's futile because many have voiced similar concerns, and they remain unaddressed. Nothing changes. Reporting to CQC seems the best course of action, and that's exactly my next step.

Frustrating wait and unhelpful reception at klinik

Waited 10th in line for 42 minutes, only to be directed to their online portal for results. The receptionist was incredibly unhelpful and dismissive, practically snapping at me with a condescending "don't you know that?" attitude. While the medical staff at the clinic were excellent in addressing my symptoms, the front desk personnel desperately need training in basic customer service, communication, and professional courtesy.

Frustrating healthcare communication nightmare

Impossible to communicate with anyone!!! Made 12 phone calls in a single day, constantly encountering a busy signal (all documented!). Yesterday, 7 calls went unanswered with a busy tone!! Two days prior, wasted 1 hour and 15 minutes waiting in a queue, only to be completely ignored at the reception!!!! Medication prescribed by the hospital remains unprocessed, and there's zero evidence of the GP even reviewing hospital correspondence!!! Preparing to escalate this to CQC and NHS complaints immediately!!!!

Prescription Delays Threaten Patient Health and Frustration

I've been waiting for my prescription to be delivered to the pharmacy for a fortnight, and I'm aware they're experiencing issues with their new system. However, this is unacceptable, especially considering I have asthma, which is a potentially fatal condition. If they're cognizant of these system problems, they should proactively communicate with patients. Even attempting to contact the doctor's office results in being placed on hold for up to two hours. I'm thoroughly frustrated. The previous system worked perfectly, so why implement changes that have created so many complications?

Helpful Staff Struggle with Frustrating New System

The employees demonstrate excellent customer service and maintain a high level of professionalism, but the recently implemented system is incredibly frustrating. I genuinely sympathize with the staff who have to navigate this challenging new process.

Frustrating customer service and endless waiting

Repeatedly unable to get through on the phone for almost an hour. I get that employees need lunch breaks, but seriously, someone should be available to take calls during business hours.

Endless wait leaves patient frustrated and angry

Completely unacceptable - I've been on hold for two hours and forty minutes without anyone picking up. This medical practice has dramatically deteriorated in quality.

Unnecessary antibiotics for a misdiagnosed infection

Prescribed antibiotics to my 4-week-old infant for an alleged chest infection, despite having nothing more than a stuffy nose. There was absolutely no chest congestion, and the healthcare provider didn't even conduct an in-person examination.