High Glades Medical Centre - Ratings and reviews
Reviews
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Review titled Let down
Rated 1 star out of 5
by Tess Gale - Posted on 13 February 2024
I feel continually belittled and let down by this GP surgery. I understand that all staff are probably very stressed and understaffed. However, there is a basic level of care that must be delivered and a basic level of communication that I think it is fair to expect. I can't get an appointment for an issue I have been told by two GPs at the practice I need an appointment for. I am going around the houses, speaking to various members of admin, who say they'll speak to the Dr and call back, or sending in online consults and then being told a doctor will call me. Today they didn't even bother getting in touch. Unsurprisingly, they've removed the complaints form from the website 'temporarily'.
Visited February 2024
Review titled High Glades Medical Centre
Replied on 22 February 2024
Dear Mrs Gale Thank you for taking the time to leave us your comments. I am very sorry to hear that you feel the service that you have received from us is poor. Following our conversation earlier today I will take back your suggestions to the clinicians. I am glad to hear that you have now been seen by a GP and that you have no other concerns. If you would like to discuss this further, please don't hesitate to contact me at the surgery. Best wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Fantastic service
Rated 5 stars out of 5
by Rob Yardy - Posted on 06 March 2023
I had reason to contact high glades medical surgery this morning. From my initial contact with surgery I was phoned by the triage nurse practitioner who quickly assessed my issue and felt I needed a face to face consultation. The nurse asked if I could attend within a short time period as she could see me before her next appointment. I attended and was seen straight away and given a prescription to collect. I had my prescription within two hours from my initial phone call. This level of service was fantastic and shows how this surgery go above and beyond for their patients. From the reception team to the nurse I saw were excellent and have a real can do attitude towards there roles!! Brilliant service all round
Visited March 2023
Review titled High Glades Medical Centre
Replied on 07 March 2023
Dear Mr Yardy Thank you so much for taking the time to leave us such a lovely comment. I will be sure to share it will all the team. We are so pleased that we were able to offer you such a quick response. As you mentioned the team always try and go above and beyond for their patients, so we really appreciate you recognising this. Warmest wishes Alison Stacey Service Delivery Manager
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Review titled Useless service
Rated 1 star out of 5
by Alison caraska - Posted on 31 March 2023
Disgusting service wait in all day for a call not even from a dr from a physiotherapist didn’t receive the call so when I called the next day the receptionist more or less called me a liar coz the appointment was face to face I didn’t even have a time for that so called appointment so what does the receptionist do books another call for phone appointment not face to face I suggest you listen to your recorded calls as there was no face to face appointment made by your very rude receptionist & I’m not a liar
Visited March 2023
Review titled High Glades Medical Centre
Replied on 05 April 2023
Dear Miss Caraska I am so sorry to hear that you are not happy with the service that we have provided on this occasion. As your comments are complex and need investigation, I believe that this is not the correct platform to try and resolve the issues that you have raised. I am more than happy for you to contact me at the surgery so that we can discuss further. Once again I am sorry that you feel we have let you down. Best wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Not a very good system
Rated 2 stars out of 5
by Robert Collins - Posted on 16 March 2023
I needed an appointment call with the Dr today to discuss recent blood and other tests so started a phone call at 08.30am was in a qué for over an hour before I had to try later which I did do and only qued for 20 mins but all appointments were gone. Clearly the system isn't working and why cant I book a call online for these sort of things. Maybe have options for people when there calling like option 1 for appointments option 2 for results etc to sort out waiting times. Being on the phone for sometimes an hour or more is crazy. The staff are generally sorry and the lady I spoke with today seemed to want to help but she couldn't.
Visited March 2023
Review titled High Glades Medical Centre
Replied on 31 March 2023
Dear Mr Collins I am so sorry that you were unable to make an appointment with a GP to discuss your recent test results. We are aware that when we are requesting that a patient is to make an appointment with the GP, and they cannot, this is far from ideal. This is something that will be brought up at our next Business Meeting. Unfortunately, due to the very high demand for appointments this is not something that we can offer on line. However, we are currently having our website upgraded to a new digital platform, so perhaps we will be able to offer an alternative solution. If you wish to discuss anything further, please do not hesitate to contact me at the surgery. Once again, I apologise for any inconvenience that this has caused you. Warmest Wishes Alison Stacey, Service Delivery Manager on behalf of Sydenham House Medical Group
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Review titled Too long to approve medication
Rated 2 stars out of 5
by Anonymous - Posted on 22 October 2022
Like many elderly patients, I use Pharmacy2U and have my medication delivered by post. My prescription was forwarded to High Glades for a week ago and it is still waiting for approval. Patients are discouraged from ordering repeat prescriptions early but I am now in a position where if the medication is delayed in the post, I will run out. How can it take more than a week to approve a prescription for medication which was first prescribed year's ago?
Visited October 2022
Review titled High Glades Medical Centre
Replied on 27 October 2022
Dear Anonymous I am so sorry to hear that you are having trouble with your prescriptions. I am unsure as to why it took over a week for your prescription to be done. Unfortunately, you have sent you response anonymously, so I am unable to help you. If you continue to have problems, you can always contact me at the surgery, and I will be more than happy to help you. Warmest wishes Alison Stacey Service Delivery Manager
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Review titled Lovely receptionists
Rated 5 stars out of 5
by Anonymous - Posted on 20 October 2022
I have had to ring High Glades on a few occasions and have found the reception staff helpful, polite and extremely accommodating, as much as they could be. I am always addressed as Mrs ... which, to me, is very professional. They listen carefully to my requests and allow me to explain my health needs. Thank you so much for all your hard work under very difficult circumstances.
Visited October 2022
Review titled High Glades Medical Centre
Replied on 20 October 2022
Dear Anonymous Thank you so much for taking the time to write such a lovely message about our receptionists. They will be delighted that someone has recognised all their hardwork, and taken the time to post it on NHS Choices. I will make sure that they see a copy of your post. I hope that we can continue to win your praise, and thank you once again. Warmest wishes Alison Stacey Service Delivery Manager
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Review titled Helpful Receptionist
Rated 5 stars out of 5
by Bianca - Posted on 26 October 2022
I rang today for a few issues and was quite nervous, the lady who dealt with me was kind and so helpful and made me feel so much better. Thank you Flowers xx
Visited October 2022
Review titled High Glades Medical Centre
Replied on 27 October 2022
Dear Bianca Thank you so much for taking the time to leave us a comment on NHS Choices. I will make sure that "Flowers" gets to see your response. It is always nice when we get to hear that we are doing a good job, and we hope that we can continue to win your praise. Warmest wishes Alison Stacey Service Delivery Manager
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Review titled Good service
Rated 5 stars out of 5
by Anonymous - Posted on 28 June 2022
As I use Lloyd's pharmacy to obtain both my sons and my own medication, the odd mishap has happenned. Yet once raised with the surgery and especially the primary care meds team, the correct meds were dispensed very quickly. I have to say both the responses and the service of the team were fantastic and a breath of fresh air for a Dr's surgery. Hats off to the team and thank you.
Visited June 2022
Review titled High Glades Medical Centre
Replied on 01 July 2022
Dear Anonymous Thank you so much for taking the time to write a review. I will make sure that the staff get to see your comments. It is always nice to hear when we are doing a good job, lets hope that we can continue to win your praise. Thank you once again. Warm Wishes Alison Stacey, Service Delivery Manager
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Review titled Good practice
Rated 5 stars out of 5
by Gary Taylor - Posted on 11 June 2022
Good practice but I don't know why but when me and my wife call reception for a phone call consultation with a GP the GP phone calls never reach us and when we phone reception again to say we haven't received a call from the doctor the receptionist says they have tried ringing us and we didn't get an answer both of our phones are in full working order!We asked receptionist to ring us once to see if it worked and they were able to phone us but once its time for the GP to phone us they cannot get through to us and there is no history of the phone call on our mobile phones please help as is very frustrating as I can always see on nhs app that GP has tried to phone us but can never get through to us?
Visited June 2022
Review titled High Glades Medical Centre
Replied on 01 July 2022
Hello Gary Thank you for taking the time to write a review. I am so sorry that you are having issues receiving phone calls from our GPs when they try to contact you. It is hard to know where the issues lies, especially as when the receptionist phones you, you can receive the call. Hopefully this issue has now been resolved, but if you wish to discuss further, please don't hesitate to contact me at the surgery. Best wishes Alison Stacey, Service Delivery Manager
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Review titled Thorough and responsive
Rated 4 stars out of 5
by Mark - Posted on 24 May 2022
Quick call back from doctor in response to my concerns. Comprehensive set of blood tests undertaken, with prompt review and advice given over the phone.
Visited May 2022
Review titled High Glades Medical Centre
Replied on 01 July 2022
Dear Mark Thank you for taking the time to leave us a review. It is always nice to hear when we are providing a good service. Hopefully, we can continue to win your praise. Thank you once again. Best wishes Alison Stacey, Service Delivery Manager