Brockwell Park Surgery - Ratings and reviews
Reviews
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Review titled Discrimination under The Equality Act
Rated 3 stars out of 5
by Anonymous - Posted on 04 March 2024
I feel reluctant to report this, but the Brockwell Park Surgery has had an out of order disable toilet for most of 2023 and it is still out of order with no repair in site in February 2024. Currently every patient and member of staff are using a toilet on the 1st floor of the building, which isn't a recommended size for a disable toilet and the only access to it is up a flight of stairs!? The Equality Act 2010 says: The Equality Act 2010 set a new standard for toilet equality by aiming to ensure that disabled individuals have access to the same toilet facilities as their non-disabled counterparts. This law ensures that there is an increase in accessible toilet facilities, particularly in public and workplaces. The Equality Act 2010 also means that it is now illegal to discriminate against people with disabilities when it comes to toilet use or access. What is needed is a proper risk assessment to be carried out by Lambeth Health and Safety and the public access building (Brockwell Park Surgery) to be ordered to get the toilet repaired ASAP or risk being prosecuted for discrimination.
Visited February 2024
Review titled Brockwell Park Surgery
Replied on 06 March 2024
Dear patient, Thank you for your feedback. I am the practice manager at Brockwell Park Surgery. Please accept my sincerest apologies that our disabled toilet remains out of order. We experienced intermittent issues with the toilet from the summer of 2023 - we had it repaired several times, by several different tradespeople, but it became clear that the issue was more complex than originally advised. We have been in liaison with plumbers since the most recent time the toilet became out of order in late October 2023. Unfortunately we have been let down on a number of occasions by tradespeople who have failed to carry out the required works as agreed. However, I can confirm that a new toilet unit has been purchased and we are awaiting its imminent installation. I am sorry if this has inconvenienced you or any other disabled patient at any point. Please be reassured that we are focussed on the installation of the new toilet as matter of priority. Many thanks, Laura Walters
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Review titled Let me down
Rated 4 stars out of 5
by Anonymous - Posted on 14 June 2023
Being 16 weeks pregnant, I was experiencing severe pelvic girdle pain which stopped from being able to do simple things including walking. I had an appointment with an on-call GP, who didn’t want to refer me to a physio, saying this is completely normal and often happens in pregnancies and I should sort this out with my midwife. The GP was disinterested, patronising and rather inexperienced. I then spoke to a friend physio who showed a serious concern for me having such severe pain so early in my pregnancy and immediately passed on links for self-referral to a women’s physio. It’s quite telling that as a pregnant woman I have to bypass my GP who are unwilling to treat severe pain. This experience was a real let down for me by the surgery.
Visited June 2023
Review titled Brockwell Park Surgery
Replied on 19 June 2023
Dear patient, Thank you for this feedback. I am the practice manager for Brockwell Park Surgery. We are sorry that you were so disappointed with your GP appointment. The information that you provided has enabled us to identify your consultation. It has been discussed with the GP with whom you spoke. Pelvic Girdle Pain (PGP) is an umbrella term for diagnoses such as sacroiliac joint dysfunction or symphysis pubis dysfunction. It commonly refers to any pains affecting the hips, lower back, groin, buttocks or inner thigh pain specifically during pregnancy. Pelvic girdle pain is commonly a result of normal hormonal, postural and muscular changes that happen during pregnancy. Lumbo-pelvic pain affects 50-70% of pregnant women. In line with best practice, when discussing and managing pelvic girdle pain, GPs would not immediately refer for physiotherapy. The management advice for possible or definitive pelvic girdle pain is for self-management in the first instance i.e. to rest, exercise, alternate sleeping positions and take pain relief as required. Patients do not routinely require physiotherapy for this type condition. Most women find they improve with time and simple exercises. However, if pain does not improve after 4-6 weeks, then patients may benefit from physiotherapy. This would be facilitated by your antenatal team in order to secure access to specialist physio as soon as possible. This is the reason that the GP signposted you to the midwives, should this be necessary if the pain returned, or proved persistent, despite the general management advice, core strengthening and a Pilates-based exercise approach. Further information regarding the management of pelvic girdle pain in pregnancy can be found here: https://www.kch.nhs.uk/services/services-a-to-z/maternity/ We are really sorry that we were not able to meeting your expectations on this occasion. Kind regards Laura Walters (Practice Manager)
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Review titled I am not sure
Rated 3 stars out of 5
by Anonymous - Posted on 11 October 2023
i enquired a friendly receptionist in June if the practice is accepting new patients. she told me yes and gave me a form to complete. i returned on the 07/08 to check if i was registered. the receptionist checked and it’s no. she advised me to do it online. i explained, have-tried numerous times but it kept saying postcode is not valid. i completed another application form on 07/08/23 after she kindly checked my post code is in the catchment area. today i called the practice, i am told not registered with the practice. what happened to the application forms igave to the receptionists? why is sw2 2up not valid?
Visited June 2023
Review titled Brockwell Park Surgery
Replied on 06 November 2023
Dear patient, Thank you for your feedback. I am the practice manager for Brockwell Park Surgery. I'm really sorry that you have experienced difficulties registering with the practice. The post code SW2 2UP does indeed fall within our practice catchment area. If you still need to register, please go to https://register-with-gp.ht1.uk/?gpCode=G85137&gpName=Brockwell%20Park%20Surgery and complete the form. If you are unable to register online, please ask for a paper registration at reception, but wherever possible we prefer that patients use the online form, as this is much more reliable and your registration will be processed more efficiently this way. If you experience any further difficulties, please contact the practice and ask for me. Many thanks, Laura Walters Practice Manager
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Review titled Excellent GP Practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 May 2023
Out of all the GP surgeries I have been registered to over the years, this is by far the best of all. I feel well-cared for and listened to whenever I see a GP and the physiotherapist from this practice. They really take their time to ensure that the best care is provided. All the members of staff have been friendly and professional. Highly recommended.
Visited May 2023
Review titled Brockwell Park Surgery
Replied on 30 May 2023
Dear patient, Thank you so much for taking the time to leave this review. We are so glad to hear that you have found our staff to be friendly and professional, and that you feel well-cared for and listened to as a patient at the practice. Your feedback has been shared with the team, it will really make their day! Thank you again for letting us know about your positive experience at the surgery. Many thanks. Laura (Practice Manager).
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Review titled Poor receptionist
Rated 1 star out of 5
by Anonymous - Posted on 06 April 2023
I called to book and appointment with any doctor, because my Tonsils is swollen, just to be told a Dr will ring you back, Which I was happy to hear, I then realized the lady haven’t given a time when the Dr will ring, I called back, and her response was anytime during the day they will call you. Say What? Every GP I have ever been to give you a time slot when the Dr will call, I think this is poor service! As for me I’m in pain, and have to wait whenever the Dr calls type of behavior and keep your phone beside you, when you have things to do! Besides waiting all day for a call. I think I’ll be switching soon! Every year this GP is getting worst and worst, just scrap it and everyone needs to be re-hire
Visited April 2023
Review titled Brockwell Park Surgery
Replied on 11 April 2023
Dear patient, I am the practice manager for Brockwell Park Surgery. I am really sorry to hear that you have been dissatisfied with the service from the practice. If you have an urgent, same-day medical concern and request to speak to the duty doctor, you are added to the list for a same-day call back. The duty doctor will contact you to glean clinical information and determine the most appropriate course of action. Unfortunately, we are not able to give precise times for the call back, as the duty doctor is constantly prioritising and assessing the urgency of the calls received that day. We do not have a cap of same-day appointments like some surgeries, as we want to be able to offer all patients a same-day service if this is clinically required. However, this does mean that the receptionists cannot guarantee exactly when a patient will receive a call back. This decision is not down to the receptionist – it is made by the duty doctor according to their clinical experience and the urgency of calls received that day. On balance, we find that patients prefer to have unlimited on-the-day access to a doctor when they have an urgent concern, but I am sorry that you have found this to be inconvenient for you. You may find it beneficial in future to seek advice from your local pharmacist in the first instance for this sort of medical complaint, so that you can plan the timing of your visit to the pharmacy at your own convenience. Kind regards, Laura Walters (Practice Manager).
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Review titled Excellent care and service
Rated 5 stars out of 5
by Anonymous - Posted on 14 April 2023
I have been with this practice for over a decade and have received consistently excellent care. The new online 'Ask a Doctor' service enabled me to ask a question very easily and I received a relatively prompt response. As my son's issue was not urgent, I was happy with the 2-3 week wait for an telephone appointment which was after school and hence perfect for us. The doctor was kind, compassionate and did not make us feel rushed. All times my son issue has been treated sensitively and with understanding. I would heartily recommend this surgery.
Visited February 2023
Review titled Brockwell Park Surgery
Replied on 30 May 2023
Thank you so much for taking the time to leave this review. We are so glad to hear that you found our staff to be kind and compassionate, and that the online service was convenient for you to use. Your feedback has been shared with the team, thank you again for letting us know about your positive experience at the surgery. Many thanks. Laura (Practice Manager).
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Review titled Impossible to be seen - opaque processes
Rated 1 star out of 5
by Anonymous - Posted on 26 September 2022
I have been trying to get an appointment to see the Dr for weeks only to be told that in order to be seen face-to-face, we need a telephone consultation. The phone consultation is booked in for any time between 0800-1800, which means it is near impossible to pick up the call. The next available appointment is in a month so a chronic condition will only get worse or an acute condition needs to be seen by accident and emergency. Not sure why we pay taxes to the national health service if we can't access any services. Will be moving to a different surgery after this awful experience.
Visited September 2022
Review titled Brockwell Park Surgery
Replied on 27 September 2022
Dear patient, I am the practice manager for Brockwell Park Surgery. I am really sorry to hear that you have been dissatisfied with the service from the practice. I can confirm that it is not necessary to book a telephone appointment before being seen face to face. Patients can book a face to face appointment at their convenience by calling the surgery or via their online access e.g. the NHS App. However, if you have an urgent, same-day medical concern and request to speak to the duty doctor, they will call you back first, to glean clinical information and determine the most appropriate course of action. This could be to ask you to come in to the surgery for a face to face review, but this will not always be necessary as some urgent medical issues can be dealt with over the phone e.g. issuing a prescription. Our next pre-bookable appointment (face to face or telephone) is currently six days from now, not one month away. Please call the surgery if you wish to book an appointment, or to discuss this matter further with me. Kind regards, Laura Walters (Practice Manager).
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 19 August 2022
I had an appointment with one of the nurses. She clearly noticed that I was nervous, and she was extremely patient and took the time to reassure me and explain everything, even for a simple appointment, which I was very grateful for. I was also able to book the appointment really easily, and everyone at reception was friendly and efficient.
Visited August 2022
Review titled Brockwell Park Surgery
Replied on 27 September 2022
Thank you so much for taking the time to submit your positive feedback, which has been shared with our practice nurses. We really appreciate it and are glad you have been pleased with your experience at the practice. Many thanks. Laura (Practice Manager).
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Review titled Thank you to a great practice
Rated 5 stars out of 5
by Anonymous - Posted on 20 July 2022
I have recently registered at the surgery and have been very impressed with how I have been treated by reception staff and doctors, who have been friendly and polite with quick responses to phone and on line enquiries. My adult son also had a very good experience in December. Thank you very much.
Visited July 2022
Review titled Brockwell Park Surgery
Replied on 27 September 2022
Thank you so much for taking the time to submit your positive feedback, which has shared with the surgery team. We really appreciate it and are glad you have been impressed with the service at the practice. Many thanks. Laura (Practice Manager).