Addington Road Surgery - Ratings and reviews
Reviews
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Review titled Great Receptionist and Reception Manager
Rated 4 stars out of 5
by Elaine bailey - Posted on 19 May 2023
don't blame the reception staff blame the government! all too often we love to complain but this is a nice review. I have had some very uncomfortable issues and couldn't get an appointment when I called at 8 am over a few mornings. I wanted to see a particular Doctor. So popped into the practice on my way to work. When I explained my situation both the receptionist & manager were extremely helpful. Although it took a while to address the issue, with patience I finally got to see a Doctor. Thank you to all the reception staff, I know you get a raw deal with the limited resources, so a big Thank you from Me!
Visited May 2023
Review titled Addington Road Surgery
Replied on 07 June 2023
Dear Ms Bailey, We would just like to thank you so much for your positive feedback. It is mostly just the negative that we hear about so we really do appreciate the time you took to let us know how grateful you were to our staff. Your message has been forwarded on to them. Once again thank for your kind words. With kind regards The Management Team
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Review titled Booking An Appointment
Rated 1 star out of 5
by Johnnie - Posted on 03 April 2023
I called at the Surgery with high Blood Pressure readings and recurring palpitations and pains in and underneath my left breast. After a lengthy interrogation by the non-clinician receptionist, I was informed there was no appointment slot. After insisting that my condition was related to workplace stress among others, the receptionist, ostensibly after consulting a clinician told me to go to Accident & Emergency. Meanwhile, I had been to the Accident & Emergency department prior and after all the tests, and even being made to wear an ECG gadget overnight, the recommendation was that nothing seemed wrong with my heart and that I see my GP to discuss my BP. I know myself and know I do have intermittent pain in my heart region. Yet the all-knowing receptionist I met on Friday and today 03/04/2023 will not allow me to see a doctor! Yet in my presence, when someone shouted obscenities at her for refusing to make him see a doctor she relented and found him a slot. Is it the practice of the surgery that one learns to scream and shout to see a doctor when genuinely sick?
Visited April 2023
Review titled Addington Road Surgery
Replied on 07 June 2023
Dear patient, Thank you for your feedback. We are very sorry to learn that we have made you feel this way about the surgery. If you would like to contact the surgery via our email address: selicb.addingtonroadsurgery@nhs.net and give further information, we would welcome the opportunity to learn where we have gone wrong, in order that we can try and improve the service we offer to our patients. Thank you again for taking the time to leave a post. With kind regards The Management Team
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Review titled Disappointed is a very mild word to describe this practice
Rated 1 star out of 5
by Sue - Posted on 15 April 2023
I have been with this practice for 65 years and what a change there has been !! You can never see your nominated doctor as he only works 2 days a week. Then you are told he is working and on his list to phone you, after filling in an e consult form on website. You wait for a phone call all day ..... nothing. Phoned surgery the next day, to be informed he was never working on that day !!! I rarely go to the doctor,I’m not a frequent flyer, but when I do I would like to see a specific doctor who will know my history . Why is this so difficult ? I am thinking very seriously about moving practices where they have more doctors available . This practice probably has no more patients now than it used to, 60 years ago The only thing is that we live longer !! So please help us !!
Visited April 2023
Review titled Addington Road Surgery
Replied on 07 June 2023
Dear patient Thank you for your feedback. We are very sorry to learn that we have made you feel this way about the surgery. If you would like to contact the surgery via our email address: selicb.addingtonroadsurgery@nhs.net and give further information, we would welcome the opportunity to learn where we have gone wrong, in order that we can try and improve the service, we offer our patients. Thank you again for taking the time to leave a post. With kind regards, The Management Team
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Review titled let down
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2023
I have been with this surgery for over 30 years. It used to be excellent but whenever I have contacted the surgery in recent years I have been left feeling very disappointed. I am fortunate in that I very rarely have to see a doctor (just as well with the current service offered by the surgery) but I have been made to feel like a major inconvenience. :(
Visited February 2023
Review titled Addington Road Surgery
Replied on 01 March 2023
Dear patient Thank you for your feedback. We are very sorry to learn that we have made you feel this way about the surgery. If you would like to contact the surgery via our email address: selicb.addingtonroadsurgery@nhs.net and give further information, we would welcome the opportunity to learn where we have gone wrong, in order that we can try and improve the service we offer to our patients. Thank you again for taking the time to leave a post. With kind regards The Management Team
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Review titled Good practice
Rated 4 stars out of 5
by Jess - Posted on 19 April 2024
Patients comes first Goes extreme and beyond Wait time is long but worth it. Went there for a blood test , wasn't used to the setting, reception came sand asked if I was alright.
Visited February 2023
Addington Road Surgery has not yet replied.
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Review titled Poor communication
Rated 2 stars out of 5
by Sylvia Jackson - Posted on 07 February 2023
Two weeks ago I got a text message asking me to arrange an appointment to have a replacement pessary ring fitted. I have tried to call almost every day since but haven't been able to get through (despite being Number 1 in the queue on numerous occasions!) until last Friday, 3 Feb. The receptionist was very helpful and said that she would leave a message for the doctor to phone me on Monday 6 Feb, on my landline. I find it difficult to hear properly on the mobile. At 12 noon my daughter phoned the surgery as we had not heard anything and I wanted to go out. She was told that the doctor would call at lunchtime. No-one called. I am 87 years old. My generation expects people to do what they say they will do. It is extremely frustrating to be waiting all day for a call that never comes. I have also been waiting for two months for the surgery to provide my travel insurance company with details of my medical history in relation to an overseas holiday hospitalisation in October 2022. I have been told on at least two occasions that the information would be sent "this week" but nothing appears to have happened.
Visited February 2023
Review titled Addington Road Surgery
Replied on 08 February 2023
Dear Mrs Jackson Thank you for your feedback regarding your recent experience with the surgery. We can only apologise for the trouble you had in trying to get through to our reception team. We are really not sure why this should be, but as always seems to be the case, we are very short staffed at present and also some telephone calls take longer than others. As regards to the doctor not calling you back, again we are so very sorry. We can understand how frustrating it must have been waiting for something that did not happen. We understand most of your queries have been answered today by our reception ladies and hope it is all to your satisfaction. Just to let you know also that your medical history requested is almost complete and will be ready to send by the end of the week. Thank you for your patience. If in future you wish to contact the surgery and can't get through on the telephone you could try using the eConsult service, which is available on our website: www.addingtonroadsurgery.co.uk. Once again thank you for your feedback and please accept our sincere apologies for the trouble you had in getting answers to your questions. With kind regards The Management Team
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Review titled Very Poor practice
Rated 1 star out of 5
by Chloe Skinner - Posted on 05 January 2023
Called at 2pm, was told to press 1 for a call back. 5:30 received a text message to say they had called me twice with no reply. They had not called me. Then spent over 45 minutes on hold number 2 in the queue. Gave up. Hate having to use this surgery
Visited January 2023
Review titled Addington Road Surgery
Replied on 09 January 2023
Dear Mrs Skinner Thank you for your feedback regarding your attempt to get in touch with the surgery. We would like to apologise for the trouble that you had, but unfortunately are unable to offer an explanation. However, we note that you also sent an e-Consult through, which we hope has answered your queries. Once again we are extremely sorry for the experience you had and hope things will be easier in future. With kind regards The Management Team
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Review titled Caring service
Rated 5 stars out of 5
by Anonymous - Posted on 01 February 2023
One of the reception staff at the surgery went out of their way to help me with a difficult situation. They listened when I was in a very distraught state and the care they provided after was above and beyond. I just want to say thank you as it made all the difference.
Visited January 2023
Review titled Addington Road Surgery
Replied on 08 February 2023
Dear patient We would just like to thank you so much for your positive feedback. It is mostly just the negative that we hear about so we really appreciate the time you took to let us know how grateful you were to one of our reception team. Your message will be forwarded on to them. Once again thank for your kind words. With kind regards The Management Team
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Review titled Wouldn't even help to print a single blood form
Rated 1 star out of 5
by Anonymous - Posted on 22 December 2022
I visited Addington Road Surgery to have bloods taken and explained to the receptionist that as I had no access to a Printer I could not print off the form and if they could help. Unfortunately, the receptionist would not assist as I was not registered with them. Despite the tests being requested by Bromley GP Alliance and a copy of the form on my phone, the reception team referred me to my registered gp to get the form printed. Without a car and already suffering from severe medical conditions the entire journey took me 2 hours by foot to finally get my bloods taken. Its such a shame that the Addington Road Surgery reception team and the nurse could not help with simply printing 1 single piece of paper!!
Visited December 2022
Review titled Addington Road Surgery
Replied on 08 February 2023
Dear Patient Please accept our apologies for the delay in replying to your post. We would like to thank you for your feedback and would like to say how sorry we are for the experience you had at our surgery. Our receptionist was correct in that we do not have access to the medical records of patients who are not registered with us, but appreciate that perhaps we could have helped in another way. It is something that we have spoken with the reception team about and hope in future we may be able to solve the problem for patients turning up without a blood test form. With kind regards The Management Team
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Review titled Quietist surgery but impossible to get an appointment
Rated 2 stars out of 5
by David - Posted on 17 November 2022
On hold for 26 minutes being told I was second in the queue and unable to make an online appointment because he is younger than six months old. Decided a better option was to take our six week old baby to the surgery. Nobody was waiting in the waiting area but receptionist told us it was not possible to see a doctor. I asked what the options were and was told there is nothing that can be done if there are no appointments available. Asked again what options were available to us for a sick six week old to be see by anybody. I received a 'Computer says no' response again It tool us refusing to accept 'there is nothing we can do' as an answer for the baby to be seen by a doctor within 20-30 minutes. Prime example of why hospitals are at capacity - ignorance at the first point of NHS contact.
Visited November 2022
Review titled Addington Road Surgery
Replied on 21 November 2022
Dear David Thank you very much for posting your review regarding your unsatisfactory experience here at the surgery. We are so very sorry for the trouble and upset you were caused. We would very much appreciate if you could contact the practice manager, Mrs Merion Wood, via the surgery email address: selicb.addingtonroadsurgery@nhs.net, to advise who, if you are aware, you spoke to. It is practice policy to make sure that all unwell young babies are seen. Therefore, the practice would like to reiterate this to all staff members, but particularly those involved to make sure it does not happen again. Once again please accept our sincere apologies and we are grateful to you for leaving your feedback. With kind regards The Management Team