We are looking into the concerns our patients have with our telephone system. In order to address some of these issues we have contacted our provider to audit the calls coming into the practice.
Some of their findings are detailed below:-
Monday is by far the busiest day of the week. On Monday 12th July the number of attempted calls to the surgery between 8.00am and 9.00am was 1660.
The call volume between 8.00am and 9.00am is exceptionally high so we would ask patients to only call the surgery to make an on the day appointment between those hours, all other enquires should be made later in the day when the call volume lessens.
They also found that the length of calls to reception were longer than average, some of the issues being raised by patient to our reception staff should be discussed with a clinician which is more appropriate and also reduces call waiting times.
Our doors are now open so patients are free to come into the surgery to make an appointment if they don’t wish to contact us by telephone.
We have employed more reception staff to dedicate their time solely to answering calls.
We are hoping to re-instate the online booking system and automated system in the near future.
We will continue to review the problems and will work with our telephone provider in order to improve our service to our patients. We do appreciate your patience through these unprecedented times.
Robert Frew Medical Partners
The partners and staff would like to say a huge thank you to the team at The Wick Community Centre for all their help and support with our Flu campaign this year, it is much appreciated by us all.
New Essex COVID-19 vaccine website
We are following strict national guidelines and will be vaccinating patients in the order set out by the Government, patients will be contacted accordingly.
Please do not contact the surgery regarding eligibility for the Covid Vaccination.
Please visit WWW.Gov for more information.
We require all patients attending the surgery to wear a face covering or mask, this is for the protection of both patients and staff.
Thank you for your co-operation. The Partners.
SWEX SR - Physionow
Important information regarding Appointments
Due to the outbreak of Coronavirus
ALL BOOKED APPOINTMENTS WITH A DOCTOR FROM MONDAY 16TH MARCH 2020 ONWARDS HAVE BEEN CHANGED TO TELEPHONE CONSULTATIONS
The GP cannot guarantee a time for the call but will endeavour to be as close to your original appointment time as possible. If the GP feels you need to be seen then an appointment will be made for you.
Please DO NOT attend the surgery unless a GP has told you to do so.
We apologise for any inconvenience and thank you for your patience during this very difficult time.
If you are aged 70 or older or have pre-existing health conditions that mean you are eligible for flu jabs then you could be at higher risk of serious complications from coronavirus. You should follow Government advice and stay at home. Please arrange for family, neighbours and friends or local community groups to deliver food and medicines you need. If you do not have this support available please register with the Essex Welfare Service at
www.essexwelfareservice.org.uk/support-request or call 0300 303 9988
Support for all from the Essex Wellbeing Service
Useful Links Coronavirus Advice
COVID-19 Advice for Parents When Child Unwell or Injured
In the interests of patients and staff the partners have decided to triage, via phone calls, all patients with respiratory symptoms requesting appointments. This is an unprecedented situation and the practice is trying to manage the situation with restricted resources. Please do not come to the surgery if you have coughs, colds, flu like symptoms. Please call the surgery advising us of your symptoms and you will be allocated a telephone appointment. We cannot guarantee a precise time for a call back but will endeavour to call you sometime during the morning surgery. We ask for your cooperation in this very difficult time.
Welcome to The Robert Frew Medical Centre
Automated Phone System (Patient Partner)
Our new closing time
The practice was established in 1919 by Dr Robert Frew with consulting rooms at his home 'Ladybrow' in Wickford High Street, the site of what is now the Ladygate Centre. His two sons later joined Dr Frew in partnership. In 1970 the practice moved to premises in Franklins Way. We moved to our new building in 1998, offering more space for our team of medical professionals.
We are confident that our website will provide clear and concise help and give our patients the information they require in an easy and convenient format. It has been designed with the patient’s needs at the forefront of everything, from checking surgery times to letting us know what you think of us.
There is now an out of hours GP service operating from Wickford Practice run by BB Healthcare Solutions.
Patient Notice - Out of Hours Service
Patient Notice - Out Of Hours Service
An out of hours service is now being provided by BB Healthcare Solutions. This offers patients access to medical services outside of core hours and over the weekend.
These appointments will be at a practice in Wickford or Billericay.
You will be informed of the location of your appointment on booking.
Appointments are made in the usual way by phoning the surgery, these appointments are only bookable 48 hours in advance. You will be told where your appointment is. There are GP and Nurse appointments available. The NHS 111 service is still available.
Care Quality Commission
CQC Report October 2017
Our dedicated team are here to treat those minor ailments that occur as well as providing specialist management of long-term conditions and clinics covering a wide range of healthcare issues. The technology also means you can now do a lot of things from the comfort of your home such as order a repeat prescription or cancel an appointment.
Partners in Care
Once registered, patients and healthcare professionals work together to ensure the most appropriate care is provided. This partnership philosophy extends even further and our active patient group exists to make sure that patient needs and the practice offering are always heading in the same direction.
The surgery is provided with safe and easy access to wheelchair users and those with walking difficulties. A disabled patients' WC is accessed from the main corridor.
(Site updated 26/04/2021)