Keston Medical Practice - Ratings and reviews
Reviews
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Review titled Not happy at all
Rated 1 star out of 5
by Carol Paddock - Posted on 19 April 2024
My mum has burnt her thumb which is healing but after visiting the pharmacy was told to ring doctors because it is still very red and hot tried three times today and have got nowhere she is 90 and they said go to Caterham Dean can't do that run the hub and no appointments disgusting
Visited April 2024
Review titled Keston Medical Practice
Replied on 22 April 2024
Good Morning I am sorry that you have felt the need to complain regarding the service you received. Unfortunately we are not an accident and emergency department, therefore are unable to assist with such events. The practice may have been able to assist with a dressing with a nurse but I note you contacted the practice in the afternoon by which time we did not have any appointments remaining. I can see that we offered the appropriate advice regarding Caterham Dene. I am sorry that you do not drive but would have suggested securing a taxi or bus in the of getting you Mum seen. If you would like to discuss this matter further please contact me on 0208 645 2646. Liz Shaw PM
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Review titled Fantastic service, great practice
Rated 5 stars out of 5
by Deborah Sawh - Posted on 01 April 2024
I have had a couple of reasons recently to visit my GP. The practice has introduced a new online booking service which I couldn't be more impressed with. It's extremely easy to use and it was reliable and very effective in securing the attention I needed. I received very quick attention from my GP which was very reassuring. I attended the surgery and found all staff, reception and medical alike, to be polite, helpful, kind and very efficient. Thank you Keston Medical Practice for such an outstanding service.
Visited March 2024
Review titled Keston Medical Practice
Replied on 02 April 2024
Good Morning Thank you for taking the time to respond in such a positive way. Feed back is always extremely important for the improvement to our service. I am glad to read that you found our new online service convenient, quick and appropriate. Kind regards Liz Shaw PM
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Review titled Impossible to speak to anyone on main number
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2024
I’ve tried three times today to speak to Keston regarding a prescription that’s late in being sent. After waiting 20 minutes on phone I spoke to a young woman working from home who had never set foot in Keston MP and had no idea what to do about my query. She was completely clueless, spoke so slowly, and kept forgetting my name and details. She was hopeless. Why aren’t staff answering the phone in Keston Medical Practice? It’s disgraceful employing someone who is inexperienced, unknowledgable, and totally clueless. I’m now still without my hugely necessary medication. The NHS needs to sort this out urgently!
Visited January 2024
Review titled Keston Medical Practice
Replied on 02 April 2024
Good Morning Thank you for your feedback. Staff answering the telephones are employed purely to take details and follow the appropriate pathway when directing the query. In order not to queue on the telephone, which the practice hope will only be used by patients who are unable to communicate, there is a facility on KLINIK for prescription queries. This query will be directed to the appropriate team. Thank you Liz Shaw PM
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Review titled Mainly excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 31 January 2024
Only downside is the Klinik , down to me, not the surgery, I am still not getting used to it, generally no complaints, from doctors, nurses, receptionists, who all I have seen ( except 1 doctor, who I would rather cancel an appointment , rather than be seen by this doctor ) are all excellent , because of my experience, I was very wary seeing a new doctor ,after receiving a phone call , I was asked to come to surgery. On the 29/12/23 , But because how Ill I felt I knew I should be checked, so went to the appointment, I didn’t have to worry , the doctor was exceptional , checked me over, answered any questions , advised me on what to do if certain symptoms got worse , took time and listened to me , could not have asked for better treatment and understanding
Visited January 2024
Review titled Keston Medical Practice
Replied on 02 April 2024
Thank you for taking the time to give feedback. It is important for the practice to receive both positive and negative feedback in order to improve our service further. Liz Shaw. PM
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Review titled Well organised practice
Rated 5 stars out of 5
by Anonymous - Posted on 19 October 2023
I had my covid and flu vaccines and the whole process was very well organised. There was plenty of staff present to give directions and assistance and my jabs were given in very good time. The waiting time was minimal.
Visited October 2023
Review titled Keston Medical Practice
Replied on 31 October 2023
Once again thank you for taking the time to add positive feedback. This means a lot to the team. Regards Liz Shaw
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Review titled A practice that meets our needs very efficiently
Rated 5 stars out of 5
by Jim - Posted on 04 September 2023
I am a great fan of the Klinik system. It takes a while to answer the questions, but they are well constructed and they get to the point so that the doctor is presented with all the important information. Having used it a few times, I have found that I can be seeing a doctor within hours or having a physio appointment at the earliest opportunity. The doctor I saw today was very thorough and took their time to get all the necessary information and to be as reassuring as they could be. At no time did I think I was being rushed through or treated anonymously. The computer system ensured that all my notes were at the doctor's fingertips. The NHS gets a lot of criticism but the Moorings is a great example of how the service can be provided in an efficient and friendly way.
Visited September 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for taking the time to add positive feed back. We are very pleased with how KLINIk has improved our service. It can do this because every request for an appointment is clinically triaged and appointments are offered in appropriate time frames. Patients who require medical attention are seen when they need to be, also allowing patients who dont require urgent attention but still need to discuss something with a GP to be offered an appointment at a later date convenient to them. We just need to keep trying to convert patients to use KLINIK and not hang onto the telephone lines in a long queue. Liz Shaw manager Regards
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Review titled Flu/ covid jabs
Rated 5 stars out of 5
by Mick Weeden - Posted on 03 October 2023
It took me longer to walk up the stairs than it did to have the jabs it was so well organised . Its as simple as that !
Visited September 2023
Review titled Keston Medical Practice
Replied on 31 October 2023
Thank you for taking the time to add positive feedback on your recent experience. Regards Liz Shaw
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Review titled Worst practice ever
Rated 1 star out of 5
by Very frustrated - Posted on 21 September 2023
I needed strong painkillers after a knee operation but the pharmacist contacted me and said I couldn’t have them. I have been given co-codamol which are useless. Hospital have contacted surgery today to request they prescribe what I desperately need. Another night of excruciating pain. They do not care. Have had other problems with this surgery not fit for purpose.
Visited September 2023
Review titled Keston Medical Practice
Replied on 25 September 2023
Good Afternoon I was sorry to have read about your frustration with the practice. Unfortunately because you have added this review without your name I am unable to look into the issue for you. I would imagine if our Pharmacy Team have declined certain medication for you, this would be in line with Pharmacy guidelines. If however you wish to discuss this and allow me to look into thye matter please contact me on my direct line. 0208 645 2646 Mrs Liz Shaw PM
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Review titled Klinik
Rated 5 stars out of 5
by Andrea Gostick - Posted on 08 September 2023
Over the past few weeks I have used the Klinik app and have found it really useful and easy you use. I had a couple of queries regarding medication and repeat prescriptions and one about a non urgent condition. In each case I had a response very quickly. My medication query was dealt with by a phone call the next day from a pharmacist, the repeat prescription problem was dealt with administratively the same day and for the non urgent matter I had a phone call within 2 hours of submitting my form for an appointment, offering me an appointment in 10 days time. Urgent cases are still dealt with by phone but so many of our queries are non urgent and the Klinik system really works well for theses non urgent matters.
Visited August 2023
Review titled Keston Medical Practice
Replied on 11 September 2023
Thank you for taking the time to respond in a positive way regarding our appointment system KLINIK. The general response from most patients is positive. We are still working hard o those patients who have yet to use it and continue to queue on the telephone. Our aim is for all patients who can use, to use KLINIK leaving the telephones free for those patients who can not. Liz Shaw. Practice manager.
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Review titled Face to face appointment was so great
Rated 5 stars out of 5
by Kate Starkey - Posted on 07 August 2023
The doctor was so thorough and conscientious about my hyperthyroid problem. I was so impressed with their caring nature and the help they provided.
Visited August 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for taking the time to add positive feedback. I will ensure the team are made aware. Thank you