East Croydon Medical Centre - Ratings and reviews
Reviews
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Review titled Poorly managed, poorly run
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
I had the misfortune to sit in reception for over an hour, waiting for an appointment that I had to fight for, having been told initially that my inability to walk and spreading pain wasn’t urgent. Over the hour, I had the privilege to observe a masterclass in poor, rude, unprofessional customer service by the reception staff. This included interrupting walk-ins mid-sentence to chat with colleagues, ignoring walk-ins completely whilst chatting amongst themselves, being loudly disparaging about phone-in patients, and displaying an impressive lack of empathy during all interactions. Considering the clinic has just been re-opened after a huge re-build, nothing works, including the brand-new self-check-in system, resulting in an enormous queue. The staff tried briefly to fix it before giving up to continue their gossiping. Instead of surging to deal with the huge and growing queue, only 1 out of the 4 reception staff bothered to deal with it, the others continuing to chat amongst themselves. Speaking of the new clinic premises, it has been constructed to the minimum standard possible - if you’re over 6’ you’ll need to duck to walk in through the front doors which is pretty shocking, and the building has been poorly designed to make it as inaccessible as possible. Obviously the NHS is a sinking ship and should be abandoned by anyone who is able, and East Croydon Medical Centre is a fantastic demonstration of why.
Visited February 2024
Review titled East Croydon Medical Centre
Replied on 29 February 2024
Dear Patient, We are truly sorry to hear about your disappointing experience at the practice. Your feedback is incredibly important to us and we appreciate you taking the time to share your concerns. We deeply regret the extended wait time and the apparent lack of empathy demonstrated by our reception staff. Such behaviour falls far short of the professional standards we uphold and we are committed to addressing this issue promptly to ensure it does not recur. Regarding the functionality of our new clinic premises and the accessibility issues you've raised, we understand the significance of providing a welcoming and inclusive environment for all our patients. We will thoroughly investigate these matters and take the necessary steps to address any shortcomings. Your input is invaluable to us and we would like the opportunity to make amends. If you would be willing to discuss your experience further, please don't hesitate to contact us directly at swlicb.ecmcadministration@nhs.net Once again, we apologise for any inconvenience caused and thank you for your patience and understanding. Yours sincerely, East Croydon Medical Centre
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Review titled Reception
Rated 3 stars out of 5
by Norman Harris - Posted on 13 February 2024
Two months ago I wrote complimenting the care of the doctors and nurses. But I said that Recoption always seemed to try to keep poeple out of the surgery. I thought that had changed 2 weeks ago when I got an appoinment the next day. Today however I was told on the phone that todays appointments were full and I could not make an appointment for tomorrow, which is what I wanted.
Visited February 2024
Review titled East Croydon Medical Centre
Replied on 26 February 2024
Dear Norman Harris, Your continued trust in East Croydon Medical Centre means a lot to us. We're glad you found our doctors so helpful and we'll be sure to pass along your kind words. We're truly sorry to hear about your negative experience with reception and not being able to get a next day appointment. Our receptionists follow an approved triage system to determine the best care suited for all our patients. We also have eConsult, our online consultation service that'll allow you to contact the GP and get help by the end of the next working day or sooner. Please find more information at https://www.eastcroydonmc.co.uk/online-services/ Warm regards, East Croydon Medical Centre
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2023
I had to bring a urine sample for tests as I had a suspected infection after a hospital surgery. It took East Croydon Medical Practice a month to produce results, after I brought 2 samples which we supposedly lost or mislabeled/non-labeled. I explained the whole ordeal to a receptionist when attending for however number of times to enquire of results, finally my third sample produce the desired results after a month of a wait. The receptionist told me she will give my number to the manger of the practice to call me and address my complaints. I never received a call although I gave my number a second and then a third time to different members of staff over the phone and at the practice. The reception team I was attended by(on phone or in person), generally looked and sounded not interested in giving explanations, as if bothered by patients like me, not to mention a smile which I have never seen by anyone at this surgery. Very unwelcoming environment. I have moved myself and my extended family to a different surgery now to save myself having to attend this place again. I would never recommend this surgery as this is the worst experience I have had when having to use a GP.
Visited November 2023
Review titled East Croydon Medical Centre
Replied on 26 February 2024
Dear Patient, We're sorry to hear about your experience with the practice and we appreciate your feedback. We take your concerns seriously and would like to escalate this further and address the issues you've raised. Please reach out to us directly on swlicb.ecmcadministration@nhs.net with details about your experience. We understand you and your family are no longer with East Croydon Medical Centre and are genuinely sorry that your complaints resolution did not meet expectations. We're here to find solutions and make it right. Warm regards, East Croydon Medical Centre
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Review titled Ridiculous
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2023
When you call this center, you have to listen to the recorded nonsense for exactly 2 minutes. Imagine that you are in a very bad mood and you are in a lot of pain and you have to listen to these ridiculous messages to talk to the receptionist.
Visited October 2023
East Croydon Medical Centre has not yet replied.
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Review titled Terrible Customer Service Experience
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2023
We recently had an incredibly frustrating experience at East Croydon Medical Centre and we feel compelled to share our unfortunate encounter with their poorly skilled and untrained receptionists. Our visit to the practice left us utterly disappointed, and we hope that our review will encourage the necessary improvements. From the moment we walked through the doors, it was clear that the staff's attitude was far from accommodating, as the reception desk was completely empty. This was a sign of how disinterested the staff was, as they took a few minutes to acknowledge our presence. We were asked to sit at the waiting area without any guidance or explanation. We understood the receptionist checked us in as we enquired about both details and appointments. Even though the waiting area was empty, with no clear system for managing appointments or directing patients, we had to wait for an extended period, well beyond our first scheduled appointment time. No updates or apologies for the delay. The lack of communication and transparency was frustrating, to say the least. When we came back for our second appointment two hours later, the receptionist did not inform us about the need for checking in at the computer located in the waiting area. We sat at the waiting area and were never called. What frustrated us the most was the total lack of empathy and understanding displayed by the staff, who left us waiting for 40 minutes. When we asked the receptionist for advise, she treated us in a very disrespectful and patronising manner, yelled, and said the appointment needed to be re-scheduled. It is vital for a healthcare facility to create a safe and welcoming environment for patients, and our experience here was quite the opposite. We sincerely hope that East Croydon Medical Centre takes this review as constructive feedback and considers the urgent need for improvements in their customer service. Patients deserve a compassionate, efficient, and respectful experience when seeking medical care, and our experience fell significantly short of these expectations.
Visited October 2023
East Croydon Medical Centre has not yet replied.
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Review titled Administration Nightmare
Rated 1 star out of 5
by Anonymous - Posted on 17 October 2023
2.20 hour wait for phone to be answered. Appointment given reluctantly after having been questioned about why I wanted a face to face appointment! My doctor ordered a blood test and a follow up appointment. Have been contacted by text saying my blood test has been rearranged - after my follow up appointment with my GP. (If this is not convenient please phone reception). Really! Am I expected to spend another 2 hours or so on the phone to rearrange my blood test and not waste my Doctor’s time? There is something seriously wrong with the administration/patient access and accountability for this. If anyone would care to contact me in person or otherwise I am available and willing to testify as a patient
Visited October 2023
East Croydon Medical Centre has not yet replied.
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Review titled waiting times
Rated 1 star out of 5
by mrs patience emm - Posted on 30 August 2023
I have called today i was number 29 in the queue I got down to number 3 then the phone cut me off I rang straight back and was told I was number 19 in the queue this happens frequently They used to be a great surgery in over to years it's gone from bad to worse Why is this?
Visited August 2023
East Croydon Medical Centre has not yet replied.
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Review titled Thorough medication review
Rated 5 stars out of 5
by Maria Muriel-Sanchez - Posted on 20 July 2023
Grateful for the medication review call which was conducted in a very professional manner and thoroughly
Visited July 2023
East Croydon Medical Centre has not yet replied.
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Review titled Incredible Service
Rated 5 stars out of 5
by Emma - Posted on 16 February 2023
I would like to congratulate all the wonderful staff at East Croydon Medical Centre. I attended my first breast screening today and the service I received was nothing short of incredible. The staff were cheerful, super efficient and extremely professional. I was seen immediately and the lady who performed the screening was exceptional. Thank you so much.
Visited February 2023
East Croydon Medical Centre has not yet replied.
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Review titled Great service and very fast
Rated 5 stars out of 5
by Lucy Alicia Banks - Posted on 07 December 2022
I requested my Summary Care Record on 5th December, which is usually a 30 day process. I was sent mine after a day! Very impressed with the speed of the administration. I work in a large gp practice myself and I think they deserve some praise, well done and thank you
Visited December 2022
East Croydon Medical Centre has not yet replied.