Sydenham House Medical Centre - Ratings and reviews
Reviews
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Review titled Excellent service until today
Rated 5 stars out of 5
by Anonymous - Posted on 16 April 2024
I have lived here 11 years using your service and have always found both the staff and doctors to offer excellent service. That is until today I came in fora blood test today at 9.10 with the nurse, I was greeted by a very friendly reception team. The nurse on the other hand was very unfriendly, Firstly there was no eye contact, didn't say hello, good morning, nothing and then took my blood and I left, didn't speak the whole time I was there. Found her to be quite surly, very unwelcoming. Needs a lesson on how to show a little compassion.
Visited April 2024
Sydenham House Medical Centre has not yet replied.
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Review titled 3 weeks of not being able to reach the GP
Rated 1 star out of 5
by Lydia - Posted on 19 March 2024
I set a timer for 8:00am. The e-consult opens up and closes mid-use at 8:01am. It does not make sense. Simultaneously, I call the GP by phone and it is just a constant ping sound and the call drops itself. This has been happening for 3 weeks now. Looks like a hopeless situation. I feel like I should just walk in to the GP because I really need to talk to a health professional.
Visited March 2024
Review titled Sydenham House Medical Centre
Replied on 19 March 2024
Good Morning Lydia, Thank you for your feedback and comments. I am sorry you have not been able to speak with a clinician at the practice. If you wish to make a complaint, I would be more than happy to help you, but unfortunately you have only left your first name, so I cannot contact you. If you wish to discuss any of the above, please contact the surgery to speak with either myself or the practice manager Natasha Carter. Again I apologise for the experience you have had trying to obtain an appointment. Kind Regards Chelsea Hodges. Clinical Governance Manager.
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Review titled Impossible
Rated 1 star out of 5
by Zara - Posted on 07 April 2024
Cannot get a routine appointment without having to go through the hoops of sitting on hold at 8am which is ridiculous when it isn’t an emergency appointment that is required. The website advises you can make appointments for in the next week by calling after 10am but you try that & just get told you have to call at 8am. I work full time & have to do school run at 8am.. how exactly am I supposed to sit on the phone trying to get a drs appointment?! Absolutely ridiculous system when it is not an emergency appointment that is required. Was able to make advance appointment bookings until about half way through the pandemic when it changed. Just a ridiculous system to have in place & so frustrating!
Visited March 2024
Review titled Sydenham House Medical Centre
Replied on 16 April 2024
Good Afternoon, Thank you for your feedback. I am sorry you have not been able to speak with a clinician at the practice. Sydenham House website states that we operate a telephone triage system, if it is thought necessary to see a clinician you will be offered an appointment for that day or the following day. We do also offer a limited amount of appointments on a Saturday which are booked on a Friday . We do not offer walk-in appointments on any days, including Saturdays. Please ask the receptionist for any availability if you feel you would benefit from having a Saturday appointment. If you wish to make a complaint, I would be more than happy to help you, but unfortunately you have left no name, so I cannot contact you. Alternatively you can use the E-Consult service this opens at 8am. If you wish to discuss any of the above, please contact the surgery to speak with either myself or the practice manager Natasha Carter. Again I apologise for the experience you have had trying to obtain an appointment. Kind Regards Chelsea Hodges. Clinical Governance Manager.
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Review titled referral was incorrect and e-consult hardly works
Rated 2 stars out of 5
by Anonymous - Posted on 15 February 2024
I have been checking still the econsult daily at before 8 am all the way to 10 am ( the supposed opening times) to find that 95% of teh time it never "opens" to allow econsults when i requested a book your own referrall or E-referral service. so i could book a required procedure else where, i was told that is not possible ( which i know it is ) and the referral raised was for an incorrect place with incorrect information. Seeing as requesting this referral took me 3 days of waiting on the phone i am dissapointed with this service given. i now have to request another referral with them and hope that this time it is correct
Visited January 2024
Review titled Sydenham House Medical Centre
Replied on 20 February 2024
Good Afternoon, Thank you for your comments. I am sorry you have been having trouble trying to use the E-Consult service. We have to monitor eConsult due to the sheer demand, which is why perhaps you have had difficulty in being able to use it. I apologise for this. If you wish to make a complaint, I would be more than happy to help you, but unfortunately you have sent this message as anonymous, so I cannot contact you. If you wish to discuss any of the above, please contact the surgery to speak with either myself or the practice manager Natasha Carter. Again I am sorry for the problems you have encountered. Kind Regards Chelsea Hodges - Clinical Governance Manager for Sydenham House Medical Group.
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Review titled Frustration and poor response
Rated 1 star out of 5
by Vimala - Posted on 09 January 2024
After 3 days of calling dead at 08.00 I’m 46 in the queue. Eventually on day 3 I get a call from Gp. After mentioning my problems and grieving I was told she will prescribe something that will help my ?depression, pain and help sleep. She obviously did not look at what medication I’m already on and prescribes a tablet I’m already on. There is no diabetic nurse and diabetic care is disgraceful. Appointment system needs reviewing. I’m even more frustrated on top of everything.
Visited January 2024
Review titled Sydenham House Medical Centre
Replied on 12 January 2024
Good Morning Mrs Gisby, Thankyou for your comments, I am so sorry that you have had trouble getting through to the surgery on the phone. Unfortunately we take a lot of calls that our reception team work hard to answer in a efficient and timely manner. I have passed your details onto our reception manager who will be contacting you regarding your complaint. All our nurses at Sydenham House are trained in Diabetic care. If you require an appointment you can book this in advance via our reception team. I am sorry for your frustration/experience. Whilst I appreciate that you are very frustrated, I hope that you can understand that we are doing our very best. Kind Regards Chelsea Hodges
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Review titled Absolutely appalling service
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2023
I have been trying to book a telephone consultation with a gp for a week but it is impossible. It isn't even an actual in person appointment but just a telephone consultation and it took me a week. You ring the practice, you are on hold for more than an hour, you finally get through reception and they tell you to call back the next day. E-consult is up for like 2 seconds and the link is gone. This is a never ending loop. This morning I set up an alarm at 7:55 just to get on econsult, I was trying to select the right problem for me but the link stopped working at 8:02. What is this???? They can't be fully booked in 2 minutes?? This has been going on for too long. I tried to raise a complaint with the practice but even the complaint form is removed from their website. With this service it is not even surprising that people have too many complaints that they had to take the form down. Now I will be making a formal complaints to Cqc and Nhs Kent and Medway Icb because this is ridiculous.
Visited November 2023
Review titled Sydenham House Medical Centre
Replied on 27 November 2023
Dear Anonymous I am so sorry to hear that you are not happy with the service that we provide. We have to monitor eConsult due to the sheer demand, which is why perhaps you have had difficulty in being able to use it. If you wish to make a complaint, I would be more than happy to help you, but unfortunately you have sent this message as anonymous, so I cannot contact you. If you wish to discuss any of the above, please contact the surgery and ask for me. Once again, I am sorry that you are so unhappy about the service you have encountered. Best wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Poor communication service
Rated 1 star out of 5
by Anonymous - Posted on 21 November 2023
For the last 4 working days I’ve tried econsult at 8 am it appears not to be working!! Poor show . There needs to be a better service
Visited November 2023
Review titled Sydenham House Medical Centre
Replied on 27 November 2023
Dear Anonymous I am sorry to hear that you are not happy with eConsult. The system does work, but like everything, we have a capacity issue and therefore have to control the amount of eConsults that come in daily. As you are anonymous, I am unable to contact you, but if you would like to contact the surgery and ask for me, I would be more than happy to try and help you. Once again, I apologise for the difficulties you have been experiencing. Warmest wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House
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Review titled What I say
Rated 1 star out of 5
by Ranamagar - Posted on 18 February 2024
Can I change my GP? am done with this GP try to make an appointment by phone ether by e consult I couldn’t get it so wanted to change give me anyone any ideas plzzz I am done .
Visited September 2023
Review titled Sydenham House Medical Centre
Replied on 20 February 2024
Good Afternoon, Thank you for your comments you have left. I am sorry that you have had difficulty getting through for an appointment and for your frustration/experience in trying to get a GP appointment. Unfortunately call demands are very high and our reception team work hard to answer them in a timely fashion. Please contact the Practice Manager or myself to discuss your concerns further, we are unable to contact you as you have not left your full name. Kind Regards Chelsea Hodges - Clinical Governance Manager for Sydenham House Medical Group.
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Review titled Poor telephone reception
Rated 1 star out of 5
by Martin Ward - Posted on 18 May 2023
I telephoned the surgery for an appointment, after 45 minutes on hold told theirs no appointments, you have to ring at 8 in the morning, she didn't even ask my name or what the problem was. I hardly ever ring the surgery, and i shan't be ring again. I'll just put up with whatever it is until im hospitalised.
Visited May 2023
Review titled Sydenham House Medical Centre
Replied on 08 June 2023
Dr Mr Ward, Thank you for your comment. I apologise in the delay of my response. I am sorry for your frustration/experience in trying to get a GP appointment. Our appointments are not pre-filled and are all bookable on the day. I hope you have managed to get through to get an appointment. You can email on sydenhamhouse@nhs.net for my attention if you wish to discuss. Kind Regards Chelsea Hodges
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Review titled Very Unreliable
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2023
I wanted to call the this Gp because last week I filled up a form to register my new born baby so I can get the vaccine schedule,coz unfortunately Im also registered on this GP, so was thinking much easier to register my child here. I handed it to the reception and 3 ladies was there on that time. Today I got a message from Nhs that my child has not been registered in GP , I was sure that the lady there told me that she will register my child and that was almost a week ago,so I decided to call today and when I was calling, I call exactly at 8am and was put in waiting list number 52 and in the middle of the call after waiting almost 2 hours the line was cut off. Have to call again waiting for another hour then when I was on the number 9 then the line was cut off again. I was really fuming but still patiently have to do it again, and finally got to talk with someone. When I asked why my child has not been registered yet, it took her a while to find the record and well she said ,i found your child name but we will just about to register him today. Today??? I said I gave the form more than a week ago,her reason according to her the GP is short of staff lol....but obviously they forgot to input it. And theres some giggle in the background which I found so unprofessional and very unreliable. Worst worst worst GP ever. Im really looking forward to change GP even its far but reliable one.
Visited May 2023
Review titled Sydenham House Medical Centre
Replied on 19 May 2023
Dear Patient, Thankyou for your comments, I am so sorry that you have had trouble getting through to the surgery on the phone. Unfortunately we take a lot of calls that could be dealt with via an alternative way, like using E-consult or phoning their pharmacy. Whilst I appreciate that you are very frustrated, I hope that you can understand that we are doing our very best. Please could you either contact the Practice Manager or leave your name and she will be able to discuss your complaint further and ensure that all registration is completed as you have left no name for us to contact you. Kind Regards Chelsea Hodges