Belmont Hill Surgery (The Lewisham Care Partnership) - Ratings and reviews
Reviews
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Review titled Terrible customer/patience service
Rated 1 star out of 5
by Mary - Posted on 03 May 2024
Most (not all) of the staff in reception are very impatient and rude to patients. They do not seem to agree on ways of working and push that to patients with back-and-forth messages. I once asked for my blood test results to be sent by email. I sent an email to request that. The reply said I had to call the practice to do that. I have previously received it by email, so I got confused, but I called. The person who picked up the phone had a very aggressive tone of voice and asked me why I called to request that, "Why did you not send an email? You should not occupy the phone for this type of request!" I said that I did exactly that, but someone in her team told me to call. She didn't seem to believe me. I said, "Check your email box, and you will see it". She changed her tone of voice to a more respectful one and said they were going to send it by email. This is not the first time this has happened. I have seen this happen to patients personally at the clinic. Since it became part of The Lewisham Care Partnership, the service got a lot worse.
Visited April 2024
Belmont Hill Surgery (The Lewisham Care Partnership) has not yet replied.
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Review titled Shameful service
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2024
I have attended a&e on the advice of 111 out of hours with antivirals and pain relief given. However the pain relief was not working. I went on the nhs app to try and get an appointment for a more focussed pain relief and none were available in the next 16 weeks. I therefore phoned the surgery. Receptionist was rude, dismissive and condescending. Said there was nothing to be done and just call at 8am to try again. Complaint 1. Her tone was totally inappropriate for someone who is first point of contact for people who may be in physical or mental health crisis. No empathy, no basic customer service. A shameful performance. Complaint 2. Near impossible to get an appointment. In the past I have been offered phone appointments that have either not happened (including for mental health) or call backs have been at random times. I appreciate the pressure the NHS is under but pressure does not excuse the lack of basic business management and customer service being displayed here. If you cannot be spoken to like a human and then speak to a professional, then there is no point having the surgery. People will be getting sicker, using a&e innappropriately and increasing the burden on the NHS as a direct result of the failures of this site.
Visited January 2024
Belmont Hill Surgery (The Lewisham Care Partnership) has not yet replied.
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Review titled Robotic
Rated 3 stars out of 5
by Anonymous - Posted on 07 December 2023
Saw the doctor as I was asked to book an appointment after a scan. Arrived and the doctor asked me why I was there. Do they not even have a cursory glance at your notes before you come in? They had read maybe a headline couple of things about my medical history but got some information wrong. I was visibly upset about various things going on in my life and found their approach superficially 'nice' but robotic. They didn't address the fact that I was in tears but proceeded to do some printing. This impersonal approach is not what I would expect from modern medics and it was like they were keen to get me out the door.
Visited October 2023
Belmont Hill Surgery (The Lewisham Care Partnership) has not yet replied.
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Review titled repeat prescriptions
Rated 3 stars out of 5
by Elvira Piatigorsky - Posted on 24 June 2023
Getting my repeat prescription in time was always a huge effort but last time it was simply traumatic. I am an old woman living alone and suffering from depression. The doctor`s attitude left me feeling like an old rubbish that is not worth listening to. I am left without my sleeping pills.
Visited June 2023
Belmont Hill Surgery (The Lewisham Care Partnership) has not yet replied.
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Review titled Satisfactory practice
Rated 4 stars out of 5
by Anonymous - Posted on 03 July 2023
My son is suffering from a mental health issue and followed up by one of the GP for several months now. This GP is really a kind person with a considerable patient care. I really satisfied with the GP service given to my son. But unfortunately I heard this doctor is leaving the surgery soon. This is really depressing because we are loosing his excellent service in future. I wish him a very good future. Further, when I went to the surgery on 30th of June 2023, to collect a letter issued by the GP to be submitted to the school, a young lady who was at the reception treated be very politely and she was very helpful. I don't know her name but it was around 5pm on that day , so you may be able to trace her. She was very professional and very helpful. I did not have this type of good attitude from the reception earlier. By posting this I specially want to highlight these two characters.
Visited June 2023
Belmont Hill Surgery (The Lewisham Care Partnership) has not yet replied.
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Review titled A good experience
Rated 4 stars out of 5
by Anonymous - Posted on 06 June 2023
I have been with this practice for years and they have always made an effort with me. Yes occasionally can be frustrating but that is the nature of the NHS in a funding crisis. However the GPs are knowledgeable and professional and also human. The receptionists are also pleasant and go the extra mile. It’s not often I write reviews but this practice is pretty good. Cheers
Visited May 2023
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 23 June 2023
Dear Patient, Thank you for your kind comment, which everyone here at the Surgery appreciates. Our teams work extremely hard to deliver high-quality patient care, and it is great when this is recognised. I will, of course, share your feedback with the wider team. Thank you Mrs Dominika Silva Operations Manager
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Review titled Responsive team
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2023
I had a good experience of care from the surgery. The asked to be considered to stay at the practice even though I maybe moving out of the area and they responded very promptly with a kind and comprehensive reply, allowing me to stay with them. I have always found the practice team to be helpful and professional. I would always recommend this practice.
Visited April 2023
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 26 April 2023
Dear Patient, Thank you for taking the time to give us encouraging feedback. We are joyful that you are happy with the service and care you received at our practice. Your positive comment is greatly appreciated. Thank you Mrs Dominika Silva Operations Manager
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Review titled What happend to Belmont hill surgery?
Rated 3 stars out of 5
by Wendy Hitchcox - Posted on 14 March 2023
I have been registered with Belmont hill surgery for ten years,it was very good,but I don't know what happend,the reception area,is cold,and disinterested,empty, sad.,no enthusiasum I was told I had an appt,I never had a reminder,and never made an appt,to my knowl dge,I have to constantly request,my prescription,it never goes thru to Belmont pharmacy,and a call from the Dr,is random,and I can never get back,to him,to follow up,as an appt takes for ever.there is no enthusiasm,and the service is poor,it was great before.now it's a disappointing.
Visited March 2023
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 26 April 2023
Dear Wendy, Thank you for your comment. I'm very sorry to hear about your experience with the practice. Unfortunately, our reminder system has been switched off. This is because we are in the process of changing a provider. We are hoping that the new reminder system will be online soon. In the meantime, we do ask our patients to make a note of their appointments. I'm sorry to hear that you have experienced difficulties arranging a follow-up with your doctor. I also acknowledge that the waiting times for appointments are longer than we or our patients would like. However, we are doing our best to ensure routine GP appointments are available within 2-3 weeks. We are also reviewing our access to ensure that when appointments are offered, they will be with the most appropriate member of our clinical team. We also provide online services such as Ask First App, which allows you to pre-book a GP appointment up to 3 weeks in advance. If you would like help in setting this up, please do not hesitate to come into the surgery. I'm sorry to hear you have experienced issues with your repeat prescription requests. Please get in touch with me at the practice so we can investigate this. Thank you Mrs Dominika Silva Operations Manager
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Review titled Poor Communications with Patients
Rated 3 stars out of 5
by Rob Karlsen - Posted on 23 February 2023
Tried to get an appointment. The appointment I was given was in 3 weeks' time as it was the only one available and was told 10.40 by the receptionist. The appointment is never confirmed by email nor message. On the day of my appointment, I am emailed to say I missed the appointment because the time was 07.40. I would never agree to 07.40 as I take my daughter to her bus stop between 07.26 and 08.00. I had a telephone conversation about changing my continuous medicine prescription 5 weeks ago but the pharmacy has not been notified of the additional medication
Visited February 2023
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 26 April 2023
Dear Rob, Thank you for your comment. I'm very sorry to hear of your experience with the practice. Unfortunately, our reminder system has been switched off. This is because we are in the process of changing a provider. We would like to restore the text reminders soon. In the meantime, we do ask our patients to make a note of their appointments. If you wish to discuss this any further, please do not hesitate to contact me at the practice. Thank you Mrs Dominika Silva Operations Manager