Crawford Street Surgery - Ratings and reviews
Reviews
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Review titled Absolutely shocking receptionists
Rated 1 star out of 5
by Esme Dale - Posted on 17 April 2024
I called to see if I could register with this practice having first checked my home fell within their practice boundary advertised on their website. The receptionist answered my call quickly and said I wouldn't be able to transfer from a neighbouring practice. I was surprised to hear this and she gave no further details to enlighten me, just sticking me straight on hold. She then asked where I lived, I said my road name and she said that they didn't cover my road. I patiently explained their policy and boundary map showed they did. The receptionist put me on hold a total of eight times while passing me around to various colleagues who said my address didn't fall within the boundary. They pulled the document up themselves, and still said my address wasn't in the boundary. I couldn't believe it at this point. They eventually came back from another hold - why continuous holds? Were they being rude about me to each other? Finally they said 'if you want to register you can fill in a form.' At this stage I thought - you've got to be kidding me, I'm better off where I am! I said 'you got it wrong, can you acknowledge that and apologise?' She said 'sorry no, I won't be apologising, we have emergencies here to deal with, write an email or something.' It certainly wasn't my fault these unprofessional, grumpy bureaucrats kept me on the phone for a full 11 minutes while they insistently told me I was wrong, and I resent the insinuation that applying to be in their surgery was taking them away from 'important emergencies.' I'm sure the environment they are working in is chaotic and difficult but that's no reason to be so stubbornly unpleasant and rude. To refuse to admit you're wrong is a devastating character flaw - and just pathetic in the workplace. I wonder how someone less stern than I would manage in the face of such Kafkaesque approaches...! If you do choose to use this surgery - good luck and I wish you much persistence and patience, you'll need it!
Visited April 2024
Review titled Crawford Street Surgery
Replied on 25 April 2024
Dear Ms Dale, Thank you for your feedback. We are sorry about your experience and for any misunderstanding caused. I looked into the points you raised. We register patients who live within our catchment area. It is our policy to check with potential patients on their addresses. Neighbouring practices work together in groups called Primary Care Networks where we share resources. The practice has a map of the practice’s catchment area, displayed in the reception working space. The receptionist checked the map and your address is not within the catchment area. When you told her it was, she then checked with her colleagues. She did not put you on hold intentionally or was being rude. I apologise that she put you on hold and I am sorry she came across to you as being rude. I checked as our calls are recorded. She did not put you on hold for eight times. One of the persons she checked with was me. We have changed the provider for our practice website recently. The map showing our catchment area boundaries is not very clear. Thank you for highlighting it to us. I have given feedback to the provider to have the map updated for clarification. If you have the time, I am most happy to meet. I am open to suggestions and welcome feedback to continually improve our services. I have shared your feedback with the practice team to reflect and learn. Thank you. Kind regards Rose Denis-Girard Practice Manager
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Review titled Wonderful practice!
Rated 5 stars out of 5
by Mr Griffith - Posted on 25 March 2023
I have been a GP for 30yrs and have recently joined this practice. After having had a few visits, I can confidently say the level of professionalism is fantastic. Very efficient, kind and caring. Just today I saw a nursing assistant who was superb, as were all the reception staff. Makes me proud of the good old NHS!
Visited March 2023
Review titled Crawford Street Surgery
Replied on 18 April 2023
Dear Dr Griffith Welcome to Crawford St Surgery. Thank you so much for your positive feedback. I passed your feedback on to the staff. They were very pleased to hear that they are providing a good service. I, too, am very proud of the good old NHS! Like you, I have been a GP now more than 35 years and will continue to serve the patients at Crawford St Surgery to my best ability. Once again, thank you for your comments. Kind regards Dr E Kong Lead GP Crawford St Surgery
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Review titled Difficult to book and low quality
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2022
Reception is not very friendly and appointments are now only made by phone with a time slot of 2 hours which makes it very difficult to plan. These time slots are also not respected which means you could wait all day for your appointment. They have very few appointments. I also haven’t felt that I was taken seriously as the last doctor I talked to dismissed most of my concerns. Very disappointed.
Visited June 2022
Review titled Crawford Street Surgery
Replied on 18 April 2023
Dear Patient Thank you for your feedback. We are very sorry about your experience. We discussed your feedback at our practice meeting. We do try our very best to keep to the appointments' times. When all the practice's appointments are used up, we offer appointments at neighbouring sites with capacity. If patients need more time with the doctor, patients can request for a double appointment to have more time. If you have further concerns, please do contact the Practice Manager, Rose or me. Once again, thank you for your feedback. Kind regards Dr Kong Lead GP Crawford Street Surgery
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Review titled Welcoming, responsive, and highly professional.
Rated 5 stars out of 5
by J L. McKee - Posted on 12 May 2022
My experience of the practice is that the doctors, nurses, and reception teams consistently are welcoming, good listeners, and actively seek to address queries or issues in a considered and constructive way.
Visited May 2022
Review titled Crawford Street Surgery
Replied on 16 May 2022
Dear Mr McKee Thank you very much for your positive feedback. It is so morale uplifting for us all to receive your comments. We are trying our best to provide a patient focussed service. Once again, thanks. Kind regards Dr Etheldreda Kong on behalf of the Practice Team at Crawford Street Surgery
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Review titled Appalling Practice
Rated 1 star out of 5
by Sharon Illis - Posted on 31 May 2022
Phoned on 16th May at 8am, I was given to understand, that if I call early, a GP would call me back that day, or the next, and yet I was told the GP would call on 31st May, this morning my appointment was cancelled, I need a referral, told to call back next Monday, this is unacceptable. This is the same surgery that refused a blood test, even though it was requested by Royal Free. This surgery clearly does not care for their sick patients.
Visited May 2022
Review titled Crawford Street Surgery
Replied on 18 April 2023
Dear Ms Illis Thank you for your feedback. We are very sorry to hear of your experience. We do care for our patients. I passed your feedback to the staff and I understand that the practice manager, Rose, spoke to you to clarify misunderstanding and had resolved the issues. Once again, thank you for your feedback. Kind regards Dr Kong Lead GP Crawford Street Surgery