Skip to main content

Upper Norwood Group Practice - Ratings and reviews

Reviews

Displaying 1 to 9 of 9

  1. Review titled An Exemplary Group Practic.

    Rated 5 stars out of 5

    by Anonymous - Posted on 08 December 2023

    I have been with the Upper Norwood Group for seven years and the service they provide has always been exemplary. I have been offered face to face consultations with a doctor within days of posting a request to their online service. The reception staff are friendly and courteous, the nurses are charming and the doctors are professional and thorough. I have also to praise ongoing treatment at both Croydon University Hospital and St George's, Tooting. My personal experience shows different elements within the NHS working in harmony. But it all starts with the doctors and I've found the Upper Norwood Group Practice to be consistently excellent.

    Visited November 2023

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 09 December 2023

    Dear Patient Thank you so much for your wonderful feedback! We're delighted to hear about your positive experience with the Upper Norwood Group over the past seven years. It's heartening to know that you've found our service to be exemplary, from the efficiency of our online appointment system to the friendly and courteous reception staff, charming nurses, and professional doctors. We appreciate your kind words about the collaboration with Croydon University Hospital and St George's, Tooting, showcasing different elements within the NHS working harmoniously. Your recognition of the consistent excellence at the Upper Norwood Group Practice means a lot to us. We're grateful for your continued trust and support. If there's anything specific you'd like to share or if you have any suggestions for improvement, please feel free to let us know. Wishing you good health, Kind regards Rani Practice Manager

    Report as unsuitable


  2. Review titled They waste your time!

    Rated 1 star out of 5

    by Anonymous - Posted on 14 November 2023

    Every time I call this surgery to book an appointment, they waste my time. They have a queuing that is completely useless. You queue up, you get to the front, it rings for a long time and they just cut you off. This happens every time I try to contact them. It's not acceptable and something needs to be done. Either the system is broken or the receptionists are not doing their jobs. Whenever I have visited, there are normally 2 or 3 receptionists so why are they not picking up the phone?

    Visited November 2023

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 09 December 2023

    Dear Patient, I apologize for the delay in getting back to you. We're aware of the phone issues and are in the process of switching to a new provider. However, it takes time to complete the installation. We currently have three receptionists on the front desk, and some admin staff also assist, totaling 7-9 people answering calls. Despite our efforts, we're working to improve our service to handle the call volume better. Thank you for your understanding. Kind regards Rani Practice Manager

    Report as unsuitable


  3. Review titled Great Practice

    Rated 5 stars out of 5

    by Rachel - Posted on 16 August 2023

    Just want to say a big thank you to a Receptionist, when I needed urgent help. She was super kind, professional and organised appt and followed up. The Doctors are fantastic and been with them for 20 years and I always had a friendly, professional service with all the Receptionists. Receptionists are highly trained, plus all staff have to do refresher courses, annually, including cpr, Sepsis, safeguarding etc. This is why Receptionists ask upon booking appts on the reason. For an example, a receptionist recognised symptoms of heart attack, but the pt’s family declined an urgent appt, Receptionist flagged this to doctor, pt was seen and sent to Hospital.

    Visited August 2023

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 09 December 2023

    Dear Rachel - Please accept my late response. Thank you for your kind words and for highlighting the excellent service you received from our Receptionist. We greatly appreciate your loyalty over the past 20 years and are honored to have provided you with friendly and professional care. Your feedback is invaluable, and comments like yours inspire and motivate our team. Your recognition of the Receptionists' training and the proactive approach in identifying potential health concerns reinforces the importance of our commitment to continuous improvement. We're grateful for your trust and appreciate your acknowledgment. If there's anything specific you'd like to share or if you have further feedback, feel free to reach out. Your support keeps us going! Best regards Rani Practice Manager

    Report as unsuitable


  4. Review titled Wonderful caring practice

    Rated 5 stars out of 5

    by Helen Read - Posted on 13 June 2023

    My family and I have been with this GP for around 20 years and they are kind, lovely, helpful and caring. Not too long to wait for appointments, very professional and friendly reception staff. I feel very lucky that we have had this practice, thanks so much

    Visited June 2023

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 09 December 2023

    Dear Helen, Please accept my late response to your lovely comment. Thank you so much for your heartwarming comment! We are grateful for the trust you've placed in us over the past 20 years. Your kind words mean a lot to our team, and we're delighted to have been of service to you and your family. Your appreciation encourages us to continue providing the best care possible. Thank you for being a valued part of our practice. Kind regards, Rani Practice Manager

    Report as unsuitable


  5. Review titled Rude recepcionist

    Rated 1 star out of 5

    by Anonymous - Posted on 07 March 2023

    After 5 years in this practice and having attended only once to an appointment, I have only had 1 good experience when phoning them, today I had the rudest receptionist, they are unable to complete simple tasks and worst they should not be working with the public as their attitude is absolutely disgusting.

    Visited March 2023

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 09 December 2023

    Dear Sir/Madam I sincerely apologize for the delayed response, and I'm truly sorry to learn about your recent negative experience. Your feedback is important to us, and I want to assure you that we are addressing the matter internally. If you are still facing problems, Please feel free to write to swlicb.ungpractice@nhs.net, any specific details or concerns with me, so I can take appropriate action. We appreciate your patience and the opportunity to make improvements. Once again my apologies for the late response. Kind regards Rani Practice Manager

    Report as unsuitable


  6. Review titled Disappointing

    Rated 1 star out of 5

    by Anonymous - Posted on 19 December 2022

    Bad appointment system, often left on hold for 30 minutes, not sure why when there’s 3 receptionists, needs to move onto online booking as an option. Also do not appreciate receptionists questioning my needs for an appointment when calling back after seeing blood test results - yes the blood tests results may have shown everything as normal but if I am still suffering symptoms then a receptionist cannot say I shouldn’t book an appointment. Majority of doctors refuse to see in person, even if you’re experiencing issues such as alopecia or ear infections. Genuinely cried and begged on the phone to be seen in person about alopecia and still got refused for an in person check up. Asthma nurse staff performing tick box exercises with no real desire for care. Genuinely one of the worst GP practice experiences I’ve had.

    Visited December 2022

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 22 December 2022

    Dear Patient, thank you for your feedback. We were sorry to hear of the issues you have had. We currently have 5 reception staff - 3 on the front desk and 2 in the back room answering the phones. We also have 2 admin staff answering the phones. We have set-up the on-line booking facility and these appointments can only be booked one week in advance. The reason for the receptionists questioning patients for a brief description of their problem, is that they can book the appointment appropriately (some appointments can be booked for the Pharmacist, Nurses, Health Care Assistant and Physiotherapist). This also aids the doctor to look at the medical records before dealing with the problem. The doctors do see patients face-to-face after triaging the telephone consultation. Regarding your comment about the receptionist questioning your need for an appointment when calling back after seeing blood test results, we will look into this. We are sorry that you feel that the asthma nurse staff had no real desire for care. Our Practice Nurses follow national guidelines for structured annual review of patients with asthma, this would involve answering a structured questionnaire, review of inhaler use and technique, checking of patients understanding of their condition and offering an asthma action plan. If you feel that you were not offered these things or would like to discuss your asthma further, please feel free to book a face-to-face appointment with one of the Practice Nurses. Yours sincerely Angela Lucas, Admin (on behalf of Rani Sundaram, Practice Manager)

    Report as unsuitable


  7. Review titled Inactive Reception, Inactive App

    Rated 1 star out of 5

    by Anonymous - Posted on 16 August 2022

    Automated phone service fails to connect to anyone including Receptionist. ‘MyGP’ app they mandated is now also inactive. Physical consultation not possible, phone appointments only. Unable to submit initial photos of potential skin cancer to Dr since nobody answering at practice in order to ask for second time for them to send me a photo link to submit on. In what way is this now a health service ?

    Visited August 2022

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 16 August 2022

    Hi, I am sorry that you are having problem with MYGP app & getting through to Receptionist. I would like to check why this is happening to you. Therefore can you please ring the surgery and ask for the Practice manager. My working days are Mon- Thursday, but I am off this Thursday(18.8.22) . Please let the Receptionist know that I have asked you to ring to sort out the MY GP access. I am sure we can sort this out together. Regards Practice Manager

    Report as unsuitable


  8. Review titled Does anyone work here?

    Rated 1 star out of 5

    by Anonymous - Posted on 28 July 2022

    No appointments, no answer from the reception desk, the unhelpful staff send you links but then tell you to book an appointment when the links are not suitable or appropriate for your query. Just terrible - the booking section on the website doesn't even work

    Visited July 2022

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 09 December 2023

    Dear Patient Thank you for sharing your experience from over 18 months ago. I appreciate your patience as I respond to all our patients' comments and acknowledge that your feedback is essential to us. We sincerely apologize for the challenges you faced with our services during that time. If you're still encountering difficulties with appointment bookings, I want to assure you that we've made significant improvements. We now offer appointments within 2-3 days, and same-day emergency appointments are available. To assist you in booking your own appointment, I'd like to explain how the online booking link works. Alternatively, you can visit the surgery between 8 am and 6:30 pm to book in person. Currently, a minimum of 6 people are available to answer calls, and we're actively working to enhance our service for better call handling. Your feedback is crucial in guiding these improvements, and we appreciate your understanding. Sincerely Rani Practice Manager

    Report as unsuitable


  9. Review titled Great practice

    Rated 5 stars out of 5

    by STEFAN - Posted on 05 September 2022

    I feel the need to comment here, as I've seen a few bad reviews. I've used this practice for roughly 30 years, even when it was in Central Hill many years ago. I've always been more than happy!!! Never waited more than a few rings to get through by phone! Was always able to see/speak to a doctor and usually my personal doctor, which I am not allowed to mention here! As I've got a few health problems, it's always been addressed promptly and sorted out! Same goes for the lovely nurses that take my blood tests on a regular basis etc etc.......

    Visited May 2022

    Report as unsuitable

    Review titled Upper Norwood Group Practice

    Replied on 22 December 2022

    Dear Stefan, thank you for your feeback, which is very reassuring and a definite morale booster. Your comments will be shown to the staff. Kind regards Angela Lucas, Admin (on behalf of Rani Sundaram, Practice Manager)

    Report as unsuitable