Trescobeas Surgery - Falmouth

Martins F.

I am only giving one less star as making an appointment is quite limited, but I am very happy with this surgery.
I moved here from another as I felt I wasn't getting looked after properly and I was correct. Trescobeas surgery does what they should be doing, the bare minimum and then moving to the next steps... my previous place didn't even do that, Trescobeas actually listen and check your symptoms rather than pass them of as 'a little inconvenience' with sarcasm and mockery. Trescobeas are kind, attentive, serious, and even though the appointment method is long, at least you see someone who specialised more in your issue.
The difference in my health in one month after changing surgery is surprising and I am very happy.

Samual J.

At the time of writing this review, the surgery has 2.9 stars. I cannot understand how the surgery can have such a high and generous rating, as the service here is non-existent. Over the last year I have been put on half a dozen different medications and then cut off them without warning, all without diagnosing the problem in the first place, as they won't see you in person. Disgraceful.

Yuliya T.

Impossible to get an appointment, filled in their online request form and was given a telephone appointment in 6 weeks. Very hard to get a referral to see a Specialist too so had to use Private GP to get referral.

Kevin B.

Got a message on the answerphone to ring them, when I rang they knew nothing about it. To save another call I asked if I could book a review of my medication and they told me to use the form on the website. Checked the website and the form is not available for the rest of the day. So a wasted call from them for me to ring back - a wasted call from me that could have helped me - and wasted my time looking on website for a form that isn't available. And they wonder why patients have no patience with them!

Bethan M.

I joined Trescobeas surgery this year. My son's nasal flu appointment was super efficient and the nurse was very kind. I also needed an appointment myself in December. I had not used the online form before and the reception team kindly talked me through everything, which proved very simple in the end, and I was then contacted the same day for an appointment. The waiting room was comfortable and spacious and Dr Osborne was absolutely wonderful. The care I received was exemplary - the Dr was so kind to my children and to me with very professional advice, astute questioning and clear guidance. I loved that I was also able to collect my prescription right next door too, and buy a few other items I needed when I was in there. So whilst I have not been with the practice for long, I wanted to write a review now of the exemplary professionalism, kindness and convenience I've experienced so far. Thank you team - your work is much appreciated at what must be an exceptionally busy time of year.

Ivana K.

They beg you all over their website, their phone system, and on numerous fliers wallpapering the office, not to abuse the staff. The staff are wonderful (except for one particular male, who I suspect is the evil receptionist in these reviews, that masqueraded as a medical professional and gave me very sarcastic advice when I was in extreme pain. I'm not exaggerating when I say he should be arrested for impersonating a doctor and putting patients in danger).

I personally could never take out my rage on them. But I can ABSOLUTELY see why they get abused. Everything about this practice is set up to make you angry, and I feel bad that the practice management actively sabotages the friendly office ladies from the start.

Here are suggestions.

1. Make it so that people can actually schedule appointments. Why do you only have the Klinik thing available at 7:30AM and closed long before noon? Afraid of a little queue? Afraid some people will get angry having to wait? Get over it, YOU elected to be a healthcare practice. Patients will be angry anyway, so just let them use your stupid system. At least they'll be on the books. It would show you care more about the patient than your pathetic, floundering office flow.

2. Just completely get rid of the phone system. I'm serious. You never answer the calls, your hour-long recorded message about using Klinik (when it's already cut off), followed by pleas not to abuse the staff seems like a dare, and you don't let the patients know when you're closed for lunch, you just let it ring until someone picks up and HANGS UP IMMEDIATELY. In what world is that acceptable, for anyone, in any business, let alone vulnerable patients?

3. I can't get mad about having never seen an actual doctor in this practice in five years, that's the nature of the NHS. But it sure would be nice to be able to tell someone about my concerns in person, so they can order the proper bloodwork or tests all at one time and it doesn't become a months-long debacle of stress.

4. Hire a consultant to fix whatever it is you're doing with this office flow. This practice is failing its patients, through no fault of (most of) the patient-facing staff.

On an administrative level, this office is an absolute disgrace, held together only by the wonderful women doing the work, who have to beg patients for forgiveness over the slightest fault because, up until that interaction, the office did everything it could to keep them and their problems away.

Making it extremely difficult to be seen is an excellent way to make patients feel extremely entitled to make themselves hard to deal with.

Deborah E.

Since the new online appointments system has been introduced, the surgery service has become exemplary. I have needed to visit three times in the last six months. Once with something that required a referral and secondly something less serious. In all cases however I was supported quickly (same day) and given the care I needed professionally and with kindness. The proactive nature of all doctors following things up is something I have never experienced before. Highly recommend.

Amanda

Awful 😞 receptionists rude and condescending apart from a few, you know who you are. Drs are ok if you get to see one or even a phone call. Stupid system has been applied and is frustrating.