Elm House Surgery
Beckenham Beacon, 379 Croydon Road, Beckenham, Kent, BR3 3FDContact details and opening times
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Reviews
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Review titled Cannot get urgent appointment
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2024
Dear Elm House, I have been trying all possible avenues, to get a repeat prescription of my HRT, for the last 3 days, and it will continue tomorrow. I am going to run out of medication within the next few days, but the Anima service is neither open at a convenient time for me to use, nor offering a reasonable date for appointment when I do get offered one (much later in February). This Anima service is not fit for purpose. How am I to get a reasonably urgent appointment for a repeat prescription? A GP has today offered me a short term supply, unseen, but I am then to take the later appointment to get the rest. However, my prescription is a double charge, as it comes in two parts, and I will have to pay this twice if I accept this offer of a short supply, meaning just under £40 in total! I cannot pay this. It is incredibly frustrating. There must be a way to see a doctor urgently!
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear patient, I'm sorry that you've had a difficult time trying to arrange a repeat prescription for HRT. As your post is anonymous I am unable to access your medical records to investigate what happened. Unless your medication was due for a review, you can request a repeat prescription using the NHS app online or on a smartphone without needing an appointment to see a GP. You may also qualify for an HRT prescription prepayment certificate (HRT PPC) from the NHS if you’ve been prescribed an eligible hormone replacement therapy (HRT) medicine. The HRT PPC costs £19.30 for 12 months. It will cover all your eligible HRT prescriptions for that period, no matter how many different medicines you need. There’s no limit on the number of HRT prescription items you can get with it while it’s valid. You’ll save money if you’re going to buy more than 2 prescription items in 12 months. If you have other prescriptions that are not for eligible HRT medicines, you may save more with a 3 or 12 month standard PPC. A standard PPC will save you more than an HRT PPC if you get: 4 or more items in a 3 month period and at least 2 are not for eligible HRT medication 12 or more items in 12 month period and at least 10 are not for eligible HRT medication You can buy HRT PPCs online by ringing 0300 330 2089 or applying online at: https://www.nhsbsa.nhs.uk/help-nhs-prescription-costs/nhs-hormone-replacement-therapy-prescription-prepayment-certificate-hrt-ppc If you do need an appointment at the surgery (E.g. you need to have an HRT appointment with a GP) but are unable to use Anima at a time convenient for you, please ring reception and explain your circumstances to one of our receptionists who will book an appointment for you. I hope this information is helpful but, if you have any unanswered queries, please ring me at the surgery and I will look into this further for you. Kind regards, Geoff Cook (Patient Liaison Officer).
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Review titled Super service
Rated 5 stars out of 5
by Anonymous - Posted on 07 February 2024
Great new system- it works for me as I was not able to wait on the phone at 8am for an appointment. Much easier to navigate than I expected.
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear patient, thank you for your kind comment about our new Anima system. It is re-assuring to know that the process worked well for you and your healthcare needs were met. Thank you for taking the time to leave your feedback which we are grateful to receive. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Helpful advice
Rated 5 stars out of 5
by Nick Keppe - Posted on 28 February 2024
Had a great visit because the nurse listened to all my issues, showed genuine interest and addressed every question. First time for some time that I came away feeling I wasn’t being rushed in and out. Thank you for the advice and patience listening.
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Mr Keppe, thank you very much for taking the time to leave your feedback comment which we were delighted to receive! It was great to learn that you had such a positive experience here at the surgery and that you are happy with the high level of service we try to achieve. With kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Impossible to make appointment
Rated 2 stars out of 5
by Irene - Posted on 09 February 2024
I used to say smugly to friends how easy it was to get a GP appointment at Elm House! Those days are gone with the introduction of the hideous new Anima system. You spend ages answering a load of questions just to get an appointment and are then told its not possible for request to go through. This has got to be the worst system you could have found. What is wrong with patients having direct contact with staff. It seemed to work well for many years. I think this change will cause frustration and resentment from patients and will seriously affect patient relationships with the surgery. I cannot imagine what it must be like to be elderly and vulnerable negotiating this awful system. Is it really necessary to have to answer a long list of health questions every time you request a GP appointment. Please improve this new system or go back to human contact.
Visited February 2024
Review titled Elm House Surgery
Replied on 04 April 2024
Dear Irene, thank you for your comments regarding Anima. I have passed them on the GP Partners to review at their next business meeting as I know this is something that they are currently considering. We do appreciate suggestions and feedback left by our patients as we continue to improve the patient experience. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Was a great practice
Rated 2 stars out of 5
by Deborah - Posted on 15 May 2024
I been unwell with my asthma for over a year. It started last May when after returning from a trip, I was diagnosed with pneumonia, GP acted very quickly. I had another occasion in January 2024 back from a Christmas break felt ill again with my asthma managed to get an appointment through the new Anima. When I met the Dr she said "not you again" but didnt check records to find out why i was back again. I was quite horrified but too unwell to question her choice of words, her consultation was poor. A week later I was texted saying my yearly asthma check up was due. Brilliant, I made the appointment immediately. At this appointment (an hour) to go through how I have been. I said I had been struggling for a year and without hesitation she starting reading my records. It became apparent t that my steroid dosage had been changed a year earlier, this may have been the reason I've been poorly so many times. I was put back on original dosage now and slowly getting back to normal slowly. Thank goodness for my yearly checkup. I am ending this as I feel Asthma is not being taken seriously at the surgery. Its a chronic life threatening illness and it needs to be thoroughlychecked out at appointments. I am happy to come in and discuss my worries for my own health. At tge asthma check up it was suggested I see a GP urgently, which I did as receptionist to help with. She just said she couldn't make an appointment, as it had to be done via Anima. I was sent away.
Visited January 2024
Review titled Elm House Surgery
Replied on 15 May 2024
Dear Deborah, Thank you for leaving your feedback comments and taking the trouble to write them. I'd like to reassure you that we do take asthma very seriously. I'm so sorry you feel let down by the GP you saw and to learn that your experience was far less than we aim to achieve. Please can you contact me at the surgery by telephone or email to give me more details so that we can discuss what happened and find ways to improve things for you. Kind regards, Geoff Cook, Patient Liaison Officer
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Review titled Booking system
Rated 1 star out of 5
by Fran leighs - Posted on 14 January 2024
Went online at the weekend to try to book an appointment. Was happy to see any Doctor and even wait a few weeks now this it seems this is not possible I have to access system at certain hours and hope I get lucky to even put in request. How is this helpful or progress do I now have to wait weeks even to request an appointment.
Visited January 2024
Review titled Elm House Surgery
Replied on 22 January 2024
Dear Patient, thank you for leaving your comments regarding trying to book an appointment over the weekend. I’m sorry that you experienced difficulties with our online system. The reason for you not being able to book an appointment over the weekend is that the surgery isn't open at the weekend which means the Anima online booking system is not available. For urgent medical matters that occur out of normal practice hours or over the weekend you can ring NHS 111, visit the Urgent Treatment Centre or in an emergency go to A&E. We aim to make it possible for Anima to be available from 8am - 4pm, Monday - Friday but for safety-netting reasons, sometimes we close the booking platform. When this happens it means that our doctors have reached the maximum number of appointments that can safely be managed in a day. When capacity has been reached, patients are advised to contact us again the next day when we will try to accommodate extra enquiries. This is the same practice as before we introduced Anima. I hope you find this information helpful but if you are still having problems booking an appointment then please ring us and ask a receptionist to assist you with the technology. With kind regards, Geoff Cook (Patient Liaison Officer).
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Review titled The vulnerability of older people.
Rated 4 stars out of 5
by LGW - Posted on 30 January 2024
I attended the surgery for an appointment this morning. As I was walking through reception an older man, obviously hard of hearing, was trying to explain something to a receptionist. She was trying hard to make herself heard but couldn’t help having to raise her voice, I don’t believe she could have done anything else. But a lot of the man’s personal details were able to be heard by others. Including his name, age, address etc. He was obviously frail. I’m concerned that someone unscrupulous may take advantage of this kind of information, because the same thing happens every day. With this new anima system, the way it operates, I believe it’s leaving people susceptible. There seems to be no discretion at all. I think provisions should be made so that people can speak confidentially, rather than at a desk in the middle of all the other activity. Older people are not being looked after, this new system leaves them worried and anxious about what the changes are to the routine they have been used to for years.
Visited January 2024
Review titled Elm House Surgery
Replied on 04 April 2024
Dear LGW, thank you for your comments which we have taken on board and has been discussed at our Practice Meeting. You are quite right about the need for privacy and discretion when patients and reception staff discuss personal information in a public space. To ensure this doesn't happen again, when communication is difficult and there is a risk of unintentional personal data disclosure, where possible, patients will be invited by a receptionist into one of our consulting rooms so that privacy is offered and personal data not overheard. This will ensure that we adhere to the current GDPR guidelines regarding data protection. Thank you for bringing this matter to our attention and for giving us the opportunity to learn and improve the process with the new Anima system which will augment the patient experience. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled New requesting system is awful
Rated 2 stars out of 5
by Anonymous - Posted on 19 January 2024
I've been trying for 2 weeks to book a routine appnt with a GP with no success. Happy to wait for a month but need a f2f appnt for renewal of HRT. I've tried booking through my NHS app & through Anima. Nothing showing on app & Anima is always at capacity. I rang reception in utter frustration to be told to submit a request through Anima at 8am. This is very tricky for me as I also work in a GP surgery & start work at 8am. By the time I'm able to get a break & do the request it's back to capacity again with nothing available! This new way of booking is far from ideal. Elm house has always been so good & I've recommended to others but not anymore
Visited January 2024
Review titled Elm House Surgery
Replied on 22 January 2024
Dear Patient, I am sorry you have found it so difficult to book an appointment using our new triaging system. As your review is anonymous I'm not able to contact you directly but, if you would kindly ring reception during office hours (9am - 5pm) and ask to be put through to me, I will liaise with one of our HRT clinicians on your behalf to see if there is a way we can accommodate an appointment for you. I hope this offer of support goes some way to restoring your confidence in this practice and that we can help you with your healthcare needs. Kind regards, Geoff Cook Patient Liaison Officer
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Review titled Hideous new online system leaves patients high & dry
Rated 1 star out of 5
by Sharon - Posted on 20 December 2023
The practice now insists that all appointments and other requests are made online via the Anima system. However they block patients from submitting requests and only take a fixed amount which opens at 8 o'clock each morning. I work unsocial hours and was faced with a "try again tomorrow" message both yesterday at 11 and today at 10 in the morning. It will not even allow repeat prescriptions to be ordered and there is no other mechanism for booking appointments into the future. Basically they take the first x no. of requests each day & the rest can go to hell! A&E I'm told is an option. This practice now operating solely for the convenience of staff & their only interest in patients appears to be the nos on books which are of course income generating. Great shame as it has been an excellent practice up until now. I suppose money talks!
Visited December 2023
Review titled Elm House Surgery
Replied on 21 December 2023
Dear Sharon, I'm sorry that you have experienced difficulties with our new triage system when you were trying to order a repeat prescription. If we have reached capacity for enquiries via Anima, you can still use the Patient Access app to order repeat prescriptions or you can call into the surgery to complete a repeat prescription request at the main desk and drop it into the box next to the forms. However, you have raised an important issue here that I will bring to our next Anima review meeting so that we can provide an alternative arrangements message on Anima to show what other options are available to patients when capacity has been reached. Embedding a new system like this takes a little while to get any teething issues ironed out for both staff and patients so I'd like to take this opportunity to thank you for your feedback which will help us to improve the repeat prescription process for all our patients. Kind regards, Geoff Patient Liaison Officer
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Review titled new Anima health system
Rated 3 stars out of 5
by Anonymous - Posted on 20 December 2023
tried to order a repeat subscription online at 10.00 am but Elm House's new Anima health system had already 'reached capacity' and was instructed to try again tomorrow at 8.00 am. Seems ridiculous--this is not an acceptable level of functionality.
Visited December 2023
Review titled Elm House Surgery
Replied on 21 December 2023
Dear Patient, thank you for your feedback. Please accept my apologies for the difficulties you experienced when trying to order a repeat prescription. Your comments have highlighted an issue that we need to address so that this doesn't happen again as there are alternative options available to patients who wish to order a repeat prescription. You can use the Patient Access app or you can complete a form in person at the surgery. Embedding a new system like this takes a little while to get any teething issues ironed out for both staff and patients. We believe that once the system has settled in patients will have access to a quicker and more efficient way of keeping in touch with their GP, particularly in times of urgency. However, we need to communicate more clearly to patients using Anima about alternatives available to them when capacity has been reached, so I'd like to take this opportunity to thank you for bringing this to our attention. We have regular Anima review meetings and I will raise your concerns at the next one. Please bear with us as we seek to make improvements which will benefit all of our patients. Kind regards, Geoff Patient Liaison Officer