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"Such an improvement"

About: The Ferns Medical Practice

I have had to come to the surgery a lot recently with my partner and have been impressed by the recent changes that are obviously working. Listening to other patients talking it is obvious that getting an appointment is so much quicker and that being able to choose who you want to see means the whole process is much easier. The receptionists are doing a sterling job and the only suggestion I have is that if the doctors reception is closed, please make sure clear instructions are given on the door where to go and what to book in for at the nurses reception. I actually left my partner in the corridor (in the company of other elderly patients who were confused by where they needed to go) and went to find out. The confusion was caused by making sure you told the receptionist you were there for an ultrasound, that booking in your self was not just for the nurses but also the doctors who were seeing patients. Thank you also to the member of staff who put up the board signing the way to where the GPs were which was very successful, as I didn’t know there was a corridor linking the two places!

Well done to all the staff at a time when it has been a difficult changeover which you have achieved very well. The practice is excellent overall as I found out recently when I had a number of problems to solve. Within 36 hours of receiving my email, the previously unavailable medication came through my letter box and my queries were answered. Five stars in my opinion.

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Responses

Response from The Ferns Medical Practice last month
The Ferns Medical Practice
Submitted on 05/06/2025 at 17:59
Published on nhs.uk at 17:59


Dear Liz,

Thank you so much for taking the time to leave such a thoughtful and detailed review. We're delighted to hear that you've noticed the improvements at the surgery and that the recent changes are making a real difference to patients’ experiences. It's great to know that faster access to appointments and the ability to choose who to see have helped make the process easier for you and others.

Your kind words about our reception team are greatly appreciated—they work incredibly hard and will be pleased to hear their efforts have been recognised.

Thank you also for your constructive feedback regarding signage and directions within the building. We understand how important it is to ensure clarity, especially for those who may be unfamiliar with the layout. We're glad the new directional board was helpful, and we’ll take on board your suggestions to improve this further.

We’re especially pleased to hear that your recent issues were resolved quickly and that you received the medication and support you needed in such a timely manner.

Your “five stars” mean a great deal to us. On behalf of the whole team, thank you again for your kind feedback and support.

Kind regards

Anne Green

Practice Manager

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