Belmont Hill Surgery (The Lewisham Care Partnership)
36 Belmont Hill, London, SE13 5AYContact details and opening times
Patient ratings and reviews
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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
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you for taking the time to share your feedback. We're very sorry to hear about the inconsistent and unhelpful communication you've experienced, particularly the way you were spoken to when trying to follow up on your blood test results. This clearly caused confusion and unnecessary frustration, and we appreciate how upsetting that must have been. We understand how important it is for staff to be clear, respectful, and consistent in the information they provide. What you've described does not reflect the standard of service we aim to offer, and your comments will be shared with the team so we can address the concerns raised and reinforce appropriate communication practices. We're also sorry to hear your wider concerns about how the service has felt since joining The Lewisham Care Partnership. We are continuously working to improve, and feedback like yours plays an important role in identifying where those efforts should be focused. Thank you again for bringing this to our attention. Kind regards Complaints Hub The Lewisham Care Partnership
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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
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you for your feedback. We're very sorry to hear about your recent experience and the distress it caused, especially while you were in pain and seeking help. We understand how important it is to feel supported and listened to particularly when in physical discomfort or distress and we are sorry that this was not your experience. The interaction you described with our reception team is not in line with the standard of care and professionalism we expect, and we have raised you concerns with the relevant staff. We also recognise the frustration caused by the current challenges in accessing appointments. Demand on services continues to be extremely high, and while we’re doing everything we can to improve availability and responsiveness, we understand this doesn’t take away from the impact delays have on individuals. We’re grateful that you’ve taken the time to raise these points. Your feedback is being taken seriously and will help us review where we can do better. Kind regards Complaints Hub The Lewisham Care Partnership
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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
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you for taking the time to share your experience we are genuinely sorry to hear how upsetting your appointment felt. It's important to us that all patients feel listened to, supported, and treated with empathy, especially during vulnerable moments. We understand how disappointing it must have been to feel that your concerns weren’t fully acknowledged, and we regret that your consultation did not meet the standard of care and compassion you rightly expected. Your feedback has been shared with the clinical team to reflect on the importance of preparing for appointments and responding with sensitivity to patients' emotional wellbeing. If you'd like to discuss this further please don’t hesitate to contact the practice directly so we can look into your concerns in more detail. Kind regards Complaints Hub The Lewisham Care Partnership
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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
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Mrs Piatigorsky, Thank you for sharing your experience with us, we’re truly sorry to hear how upsetting this was for you. No one should feel dismissed or uncared for when reaching out for help especially when managing health concerns and mental wellbeing. We understand how important it is to have continuity with your medication, and we regret that your experience left you feeling unsupported. Please be assured that your feedback has been taken seriously and shared with the relevant team to reflect on how we communicate and support our patients, especially those in vulnerable situations. Kind regards Complaints Hub The Lewisham Care Partnership
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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
Review titled Belmont Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you so much for your thoughtful feedback. We’re really glad to hear that your son has received such compassionate care from his GP it’s understandable how difficult it can be to hear they will be leaving, and we join you in wishing them all the very best for the future. It’s also wonderful to know that the receptionist who helped you on June 30th made such a positive impression. We have passed on your kind words to the team. Your recognition means a lot to us and encourages the high standard of care and professionalism we strive for every day. Kind regards Complaints Hub The Lewisham Care Partnership
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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