Chelsfield Surgery - Ratings and reviews
Reviews
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Review titled Sadly not the practice it used to be
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2024
As it's so difficult to get through on the phone, I drove to surgery having already seen a pharmacist, but apparently they aren't allowed to prescribe antibiotics. I suffer with asthma, and clearly have a chest infection at the moment that won't clear up on its own. Reception couldn't give me an appointment but they did try another surgery for an appt, but none available, hence told to call 111. Did that, explained my predicament and was promised a call back. Several hours later they hadn't called so I phoned them. Apparently I had been allocated an appointment at Chelsfield surgery (my own gp practice) but no one had let me know. By now very frustrated, I asked whose responsibility it was to have informed me, and the call handler told me someone from chelsfield surgery should have let me know. I was then advised to do a re-run of my original call hours before, and had to go through the whole saga explaining everything again. Once more I was instructed to hang up and wait for a call from 111. That transpired 9.30pm. By now I'm so exasperated and breathless I decided it's all pointless and shall go straight to my surgery in the morning and no doubt be back to square one. What a performance!
Visited May 2024
Chelsfield Surgery has not yet replied.
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Review titled Fantastic practice
Rated 5 stars out of 5
by Mr Antony Buick - Posted on 21 March 2024
I required a referral quickly for a knee rebuild. Just when I needed them urgently they were amazing. Thank you. Antony Buick
Visited March 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Mr Buick Thank you so much for your feedback. We are glad we were able to assist you promptly. Wish you a smooth recovery from your knee rebuild. Please let us know if you need any further assistance. Thank you so much Practice Manager Chelsfield Surgery
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Review titled Can't ever get through by phone
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2024
I have been attempting to reach the surgery by phone for 3 months now to book in a free NHS health check. Each time I have called I leave my phone on speaker and give up after an hour each time after being told repeatedly (every 15 seconds) how important my call is to them. I very rarely contact the surgery and can clearly now see why A&E / hospitals get so overrun, it is the only way to actually be seen by someone to get any conditions reported. I simply don't understand why they are unable to answer any phone calls within an hour. I note from a previous message from the practice manager on here that they are working on fixing this issue, many months on it doesn't appear to have happened. I rarely leave negative reviews for any organisation but felt necessary in this case, especially when there may be people with mobility issues unable to travel in and actually speak to someone. This needs to be sorted ASAP to help free up some flow within our failing health system.
Visited March 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Patient Thank you for bringing your experience to our attention. We sincerely apologise for the inconvenience you've faced trying to reach us. We understand the frustration and want to assure you that we've been actively working to improve our telephone system. We've been awaiting funding to transition to a better telephony system, which includes features like a call back system and is designed to better serve the needs of our patients. We are now finally moving to a new cloud based telephony system on 28th March 2024 and is expecting to resolve the current problems you are facing. We acknowledge that the current situation is far from ideal and are committed to resolving it as soon as possible to enhance accessibility for all our patients. Your feedback is valuable, and we thank you for your patience and understanding during this transition period. If you would like to discuss this personally or any other issues you may have with me please contact the surgery and we will arrange for a meeting. Thank you for your patience. Kind regards Practice Manager Chelsfield Surgery
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Review titled Not answering there phone
Rated 1 star out of 5
by M mouse - Posted on 05 March 2024
After spending 1 hour in the phone still no answer!!! This has happened several times before. I don’t think this is very good
Visited March 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Patient We sincerely apologize for the inconvenience you experienced while trying to reach us. We understand how frustrating it must be to spend so much time on hold without getting through. With the winter pressures on healthcare and increased demand, we've faced challenges in managing our phone lines efficiently. However, we want to assure you that we're actively working to address this issue. In fact, we're moving to a better telephony system on March 28th, which should significantly improve our responsiveness and accessibility. Thank you for your patience and understanding as we strive to provide better service to all our patients. Kind Regards Practice Manager Chelsfield Surgery
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Review titled Absolute Joke
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
Called for results after 2pm as advised. Still waiting for my call to be answered after 48 minutes. Tried also calling on the appointments line still no answer after 15 minutes on hold, hung up in the end
Visited February 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
We sincerely apologize for the inconvenience you experienced while trying to reach us. We understand how frustrating it must be to spend so much time on hold without getting through. With the winter pressures on healthcare and increased demand, we've faced challenges in managing our phone lines efficiently. However, we want to assure you that we're actively working to address this issue. In fact, we're moving to a better telephony system on March 28th, which should significantly improve our responsiveness and accessibility. Thank you for your patience and understanding as we strive to provide better service to all our patients. Kind Regards Practice Manager Chelsfield Surgery
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Review titled Appointments
Rated 3 stars out of 5
by Anonymous - Posted on 23 February 2024
Waiting times on the phone was in excess of 1hour, which is totally unacceptable. On average it has been 1hour wait. Even calling at 8am on the dot it was 20mins. Appointments are often not available to book in advance.
Visited February 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
We sincerely apologize for the inconvenience you experienced while trying to reach us. We understand how frustrating it must be to spend so much time on hold without getting through. With the winter pressures on healthcare and increased demand, we've faced challenges in managing our phone lines efficiently. However, we want to assure you that we're actively working to address this issue. In fact, we're moving to a better telephony system on March 28th, which should significantly improve our responsiveness and accessibility. Thank you for your patience and understanding as we strive to provide better service to all our patients. Kind Regards Practice Manager Chelsfield Surgery
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Review titled Administration
Rated 1 star out of 5
by David Barnes - Posted on 11 January 2024
Admin is dreadful. A commercial organisation would be unlikely to survive. When phoning the surgery my patience expires after 20 minutes of being told how important my call is. I give in!
Visited January 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Mr Barnes We apologies for the frustration you have experienced with our administrative processes. We understand the importance of efficient and timely communication. Rest assured, we are taking steps to improved our communication system, and is moving to a better telephony system on 28th March 2024. We appreciate your feedback and patience as we work to make necessary improvements. Please contact the surgery if you would like to discuss this further with me. Kind regards Practice Manager Chelsfield Surgery
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Review titled Good GP practice
Rated 5 stars out of 5
by Anonymous - Posted on 17 November 2023
Had a telephone appointment with GP this morning. Discussed issue and prescription sent to chemist. Was very efficient.
Visited November 2023
Review titled Chelsfield Surgery
Replied on 20 November 2023
Dear Patient, Thank you for taking time to leave a review about our service. We are delighted to hear that your telephone appointment with our GP was helpful. We really appreciate your feedback.
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Review titled Lack of empathy
Rated 1 star out of 5
by Glyn Farrell - Posted on 07 November 2023
My wife had a nasty accident when abroad resulting in 3broken bones in her ankle. She had an operation while abroad. She was allowed to travel back to the uk and advised to contact her GP immediately as a further operation was needed within 2 weeks. This was all conveyed to Chelsfield Surgery and all paperwork delivered. We were told it was being processed. We have contacted the surgery daily and always been told someone will contact us. Five days later and we are still waiting. My wife is in a great deal of pain and we have relayed this to them, however nothing has been done. She needs to have a referral to an orthopaedic surgeon but requires the doctor to do this
Visited November 2023
Review titled Chelsfield Surgery
Replied on 09 November 2023
Dear Glyn We are really sorry to hear about your wife's accident and truly regret any delay in care and apologies for the inconvenience caused. She was recently seen by GP but we will contact you from the practice shortly to check any further steps to be taken and also will investigate the delay. We will definitely use your feedback to improve our services and and response times. Yours Sincerely Practice Manager Chelsfield Surgery
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Review titled Great Practice
Rated 4 stars out of 5
by Elvira Beacham - Posted on 24 October 2023
I've been a patient to this practice for many years. I am very grateful for the service my late husband and myself received from Chelsfield Surgery. Doctors have been very efficient and nurses and technical staff have always been polite and helpful.
Visited October 2023
Review titled Chelsfield Surgery
Replied on 09 November 2023
Dear Elvira Thank you so much for your kind words! We're thrilled to hear about your positive experience with our practice and staff. Your feedback means a lot to us and will be shared with the team. We are committed to provide excellent care and we look forward to serving you with the same level of dedication in the future. Thank you so much Yours Sincerely, Practice Manager Chelsfield Surgery