Decima Street Surgery (Nexus Health Group)
6 Decima Street, London, Greater London, SE1 4QXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Really good response times
Rated 5 stars out of 5
by Anonymous - Posted on 05 May 2023
Created two eConsult requests at 8am and had received calls from the surgery regarding each before lunchtime!
Visited May 2023
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 20 June 2023
Dear patient Thank you so much for your positive review which we will pass on to the practice team.
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Review titled Terrible communication
Rated 1 star out of 5
by Anonymous - Posted on 06 January 2023
I have had UTI for the last month, have been prescribed with 3 different antibiotics and still have ongoing symptoms due to my GP surgery not bothering to sent off a urine sample for a culture testing. I am always happy when I somehow get to be able to have a consultation with a health care professional, they’re extremely helpful, but only if the administration team is in the mood to let me talk to them. After my e-consultation it was written on my records that I was supposed to drop urine sample to be sent for culture testing after the last course of antibiotics. I was given test containers and sent home. The day after I finished my last course of antibiotics I went to my GP surgery to drop off the sample only to be rejected ! The administration team is extremely uncooperative, and do not try to help. Although in my records it said it should’ve been sent off for culture testing, they refused to do so. Afterwards they decided they will do a dip test as I started crying out of stress, and took the sample and told me to stop by to ask about the result the next day. I did stop by the next 3 days and I they’ve said was they don’t know what happened with it, they don’t know where is the urine sample, they don’t know if it is tested or not. I started crying again because of the pain I am in and the anxiety all this is giving me and they decided they don’t even want to bother with me anymore so they just shouted ‘next please’ in a way ‘kindly’ showing me they don’t care at all ! I’m a mental health professional, and I can definitely say people that are hired should go through a training to see their attitude actually doesn’t help and it causes reverse psychology ! I still don’t know what my condition is, if it’s a uti, kidney infection or another underlying problem. Maybe one day I will know. But I know one thing for sure, reviews do matter ! I should’ve known from the beginning not to sign up for this surgery.
Visited January 2023
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 20 June 2023
We're sorry that you did not get the service you were expecting. If you would like to discuss your concerns with the practice team, please get in touch via our online form here https://nexushealthgroup.nhs.uk/feedback-and-complaints
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Review titled Impossible
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
Unfortunately this is the 4th time that I've tried to receive assistance from this surgery (which is my registered GP) and have not been able to get even a call back. They do not have any appointments available. When trying to book a phone consult on the app there is nothing available even for the maximum of 6 weeks out. When emailing (because no one will answer the phone), they direct you to use the eConsult service which would be fine. However, this service is limited to certain items and you can't easily describe your issue if it doesn't fit into a box, and therefore, they seem to just disregard the 48 hour turn around and will never get back to you. Each time I've needed healthcare, I have had to go private.
Visited January 2023
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 20 June 2023
We're sorry you did not receive the service you were expecting. If you would like to discuss your concerns with the practice, please get in touch via our contact form here https://nexushealthgroup.nhs.uk/feedback-and-complaints
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 11 December 2022
I’m always seen promptly and GP’s are caring & considerate- Reception/admin team are always working hard under pressure and always do there up most best to help patients. I am happy to be registered with the practice.
Visited December 2022
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 20 June 2023
Thank you so much for your kind feedback about our Reception team and GP's. We will pass this on to the team.
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 31 December 2022
The receptionists are rude and unhelpful, and purposely decline calls or put you on hold for a long time when you are trying to book an appointment. They are always 'overbooked' and it is impossible to get an appointment or even a telephone consultation from a doctor. Anytime they do pick up the phone and you try to book an appointment, they tell you to try the NHS App and hang up, even though there is usually no availability on the app for 'the next 12 weeks'. I had an appointment earlier this month and I was turned away by receptionists saying the doctor would be unable to see me, even though I had an appointment with them. This incident was such an inconvenience to my routine on that day, and I was very disappointed with the practice. If you are looking to become a patient here, I would not recommend this practice to you. The reception staff are incredibly disorganised and inefficient and it is incredibly hard to be seen by a doctor. I have now left this practice.
Visited December 2022
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 20 June 2023
Dear patient. We are sorry that you did not get the service you were expecting. We note that you have now left the practice. Nexus Health Group.
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Review titled Great practice
Rated 5 stars out of 5
by Oskia - Posted on 07 November 2022
I arrived at the end of the day to collect a blood test result and was initially told I would need to book a telephone appointment and they could book me in the next day to discuss the results. Unfortunately I was unavailable the next day due to work but The receptionist managed to arrange a discussion about the results there and then! Very lovely staff and went over and above for me.
Visited November 2022
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 20 June 2023
Hi Oskia - Thank you so much for your kind feedback and support. . We will pass this on to the team.
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Review titled Uncooperative staff
Rated 1 star out of 5
by Anonymous - Posted on 06 September 2022
I do not have an issue with the GPs themselves but the administration has not been useful. It is very hard to get through by phone and it happened to me several times that I would be waiting in queue for over 30mins and they hang up (physically hang up - not automatic). They have been very uncooperative to support me with my health issues and even gave me a wrong/false appointment at the hospital. I showed up there and there were no appointments for me, thus wasting my time. I have no patience for this surgery anymore.
Visited July 2022
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 06 September 2022
Dear Patient Thank you for your comments. I am disappointed and saddened to hear that the experience you have had with our administration team has not been to the standards that the Practice would like. I would like to investigate this further; therefore, I would be grateful if you could contact me on nexus.complaints@nhs.net so that I can help with your ongoing care. I also want to acknowledge that the waiting times for the telephone to be answered by our Reception Team may be longer then we would expect, however this is due to high number of calls coming in to the Practice. We are currently looking at access for our patients and I will be more than happy to inform you of the changes we will make which hopefully will provide patients easier access to practices and booking appointments. I hope that in the future your experience with us at Nexus will be a positive one. Kind Regards Alia Majid Patient Experience & Service Manager
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Review titled Poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 02 September 2022
So hard to actually see a doctor? Always being told that telephone appointments are all full up? Let alone see a doctor, or just a conversation for to minutes to find out test results, very bad
Visited July 2022
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 06 September 2022
Dear Patient Thank you for your feedback, please accept my sincerest apologies for the issue you have mentioned. GP Surgeries are experiencing significant and growing demand and patients having to wait longer for appointments. The rising demand is putting pressure on our Reception Team, therefore the waiting times for the telephone to be answered by Reception may be longer than what our patients, or we would like. However, there is the e-consult online which you can complete and have a GP or Nurse call you back by the end of 2 working days. https://nexushealthgroup.webgp.com/ This maybe easier than having to wait on the phone. Moving forward we are looking at our current telephony system and hope to have improvements soon. I hope this will alleviate the issue. Kind Regards Alia Majid Patient Experience Service Manager
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Review titled Busy but very hard working practice with good staff
Rated 5 stars out of 5
by Anonymous - Posted on 21 July 2022
Really busy practice - the waiting room is always very lively and receptionists appear to be rushed off their feet very often. They've always done their best to help even when appointments are scarse. The doctors and nurses are all very kind and go out of their way to help. Appointments are a bit hard to come by but I have always been able to speak to someone within a few days or on the day if urgent. No GP is perfect, but they're there when you need them.
Visited June 2022
Review titled Decima Street Surgery (Nexus Health Group)
Replied on 06 September 2022
Dear Patient Thank you very much for your kind feedback. We do try our best to provide high quality care to our patients, it is always pleasing when this is recognised. I will of course share your feedback with the wider Practice Team. Kind Regards Alia Majid Patient Experience Service Manager