East Croydon Medical Centre - Ratings and reviews
Reviews
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Review titled Prompt and efficient
Rated 5 stars out of 5
by Dr A Kakarla - Posted on 24 April 2024
Thank you Admin staff for your professionalism. I was very impressed with your efficiency and prompt response to my query. Great job. I had a very good experience with other Reception staff members too who were polite and professional. I would like to commend Dr on her professional consultation skills. I am unable to mention names as the review system is not allowing me to. NHS staff work very hard and the least I can do for your team is to thank you for a job well done.
Visited April 2024
Review titled East Croydon Medical Centre
Replied on 26 April 2024
Thank you very much for your kind words and positive feedback. We greatly appreciate your recognition of our admin staff's professionalism, efficiency and prompt response to your query. We're delighted to hear that you had a positive experience with our reception staff members, who were polite and professional, as well as with the doctor's consultation skills. Your commendation means a lot to us and we will ensure that your feedback is shared with the entire team. Thank you for taking the time to acknowledge the hard work of NHS staff and we're grateful for the opportunity to serve you. If you ever need further assistance, please don't hesitate to reach out. Kind regards, East Croydon Medical Centre
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Review titled Thank you East Croydon Medical Centre
Rated 5 stars out of 5
by B-R - Posted on 18 April 2024
I'm very happy with the friendly service of the staff. It was my first phone call, and the lovely lady who took my call was very kind, and very helpful. I was treated like a human being, and I am very grateful for the wonderful staff. I just wanted to say "thank you".
Visited April 2024
Review titled East Croydon Medical Centre
Replied on 26 April 2024
Thank you so much for your lovely feedback! We're thrilled to hear that you had a positive experience with our staff during your first phone call. Providing friendly and compassionate service is at the core of what we do and we're delighted that you felt valued during your interaction. Your kind words mean a lot to us and we truly appreciate your gratitude. If you ever need further assistance or have any questions, please don't hesitate to reach out. Thank you for choosing East Croydon Medical Centre, and we're here to help whenever you need us. Kind regards, East Croydon Medical Centre
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Review titled Excellent support staff efficient system
Rated 5 stars out of 5
by Anonymous - Posted on 17 April 2024
Having been registered with a different GP since childhood, now with children of my own, I am very glad to have moved my family to this GP practice. The reception and support staff are helpful, kind and compassionate - exactly what you need when liaising with a GP practice. Which is not very common these days. A special thanks to one lady in particular, unfortunately this system doesn't allow to put names down in a review. A highly professional and lovely lady who helped resolve a challenging question. While my old GP surgery fobbed me off, her professionalism and approach reassured me and brought me peace of mind. Thanks also to the managing partner of this practice. Once the question was resolved it was heartwarming to see that this lady was as glad as we were. I definitely recommend this practice! My experience in doing a blood test and the speed at which results were ready was great. Its been straight forward to get an appointment. Thank you!
Visited April 2024
Review titled East Croydon Medical Centre
Replied on 26 April 2024
Thank you so much for your wonderful feedback and recommendation! We're thrilled to hear that you've had such a positive experience since moving your family to our GP practice. Providing helpful, kind and compassionate service is our top priority, and we're delighted that our reception and support staff have made a positive impression on you. We appreciate your recognition of our staff members' professionalism and approach in resolving your questions and concerns and we're glad to have been able to provide you with peace of mind. Your kind words mean a lot to us and we'll ensure that your feedback is shared with the entire team. Thank you for choosing East Croydon Medical Centre and we're here to support you and your family whenever you need us. Kind regards, East Croydon Medical Centre
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Review titled Terrible Admin
by Anonymous - Posted on 10 April 2024
DVLA has send questionnaire to complete by my GP regarding about my disability record. As I’ve suffered with this disability condition for lifelong and I’m free to take license now and I’ve spend lots of money in that. After my neuro specialist said you can go ahead with your exam,I went and passed my exam. I’ve completed my parts and send all the questionnaire and after that they’ve send questionnaire on December to my GP for my records. From that moment I’ve been chasing my application with GP, I never got a proper reply from the lady who work in Admin. February 14th DVLA send one more time and after that also I’ve chasing that application. It’s going to be 2 months after February 14th and totally 4 months. Whenever I call they said admin team ,the lady was in charge she called sick or she went emergency. Last few weeks I’ve been went to gp multiple times and I got replied that it’s been submitted. When I try to contact DVLA , they replied it’s still with you’re GP and they submit you’re application. Today I’ve called 5 times to contact that lady , she have left a message and you’re application was submitted and if you needed anything additional please contact us but again I’ve contacted her , I’ve asked her to send me copy of doctor questionnaire, so I can chase with DVLA. But she told that will send and will give a call back in a hour . I’ve waited 3 hours for her call and no response. Again I called to GP, I got a replied from her receptionist saying that she left because of emergency. I asked my wife to go and check and receptionist replied same thing to her also. After 1 hour I got a call from doctor and saying that she’s going to complete my questionnaire. So 4months for one application and one lady in admin team , full of lies and not doing the work which given by patient. Right person not in the job. I’ve been gone more stress because of this. Very poor service.
Visited April 2024
Review titled East Croydon Medical Centre
Replied on 26 April 2024
Dear Patient, We're deeply sorry for the frustration and stress you've experienced due to the delays and lack of communication regarding your DVLA application. Your situation is concerning and we understand the urgency of resolving it promptly. Rest assured, we take your feedback seriously and we will investigate this matter thoroughly to ensure that such delays and miscommunication do not happen again in the future. Please accept our sincerest apologies for any inconvenience caused and if there's anything else we can do to assist you, please don't hesitate to reach out swlicb.ecmcadministration@nhs.net Kind regards, East Croydon Medical Centre
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Review titled Lack of urgency
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2024
I requested a letter from the GP practice last week. After receiving a text explaining that the GP was unable to write it as it was someone else's responsibility, I was told I would receive a call. Unfortunately, the person who was supposed to call me was ill. When I called the GP to inquire about who would be writing the letter, I encountered a young man who seemed indifferent and lacked manners. This behavior was disappointing, especially considering the practice prides itself on being a "traditional family doctor combined with efficiency." However, my experiences have left me questioning the truth of this statement. Each time I visit the GP, there are private conversations happening in the background while patients are waiting to be seen, which I find unprofessional. I ended up having to drive to my GP, where I asked to speak with the practice manager I was told he was in a “meeting” and that he would give me a call tomorrow with no time nothing. £25 this letter is going to cost me and not person can state why this piece of paper is so expensive when they can’t upload the service I’m requesting!!
Visited March 2024
Review titled East Croydon Medical Centre
Replied on 13 March 2024
Dear Patient, We sincerely apologise for the inconvenience and frustration you've experienced in obtaining the requested letter from us. Your feedback is crucial to us and we regret that our service has not met your expectations. We understand the importance of timely and courteous communication and we apologise for any lapses in this regard. We will address the issues you've raised with the individual responsible for your request and ensure that proper procedures are followed in the future. Regarding the cost of the letter, we will review our pricing structure to ensure transparency and fairness for our patients. Your concerns are valid and we appreciate you bringing them to our attention. If you would like to discuss this matter further or require immediate assistance, please contact us directly at swlicb.ecmcadministration@nhs.net Thank you for your patience and understanding. Sincerely, East Croydon Medical Centre
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Review titled Awful admin
Rated 1 star out of 5
by Anonymous - Posted on 11 March 2024
Impossible to get them to do basic administrative tasks like responding to an email. They said they would take a week to complete my pmi form, it is now two weeks later and they won't even respond to my attempts to check up on them to see what the reason for the delay is. Just a completely uncaring attitude which is particularly frustrating as obviously this relates to my health! They clearly do not care about patient wellbeing at all.
Visited March 2024
Review titled East Croydon Medical Centre
Replied on 13 March 2024
Dear Patient, We apologise for the delay in processing your PMI form and for not responding to your follow-up emails promptly. Your health is our priority and we understand the frustration this has caused. We are actively addressing improving our communication processes to prevent such issues in the future. Please reach out directly at swlicb.ecmcadministration@nhs.net if you need immediate assistance or have further concerns. Thank you for your understanding. Sincerely, East Croydon Medical Centre
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Review titled Awful
Rated 1 star out of 5
by Rachel - Posted on 14 March 2024
This site won’t action c0mplaints at all. Suggest you contact icb cancelled appointments, I had admission to a&e due to attending purley gp hub. On new medication due to high Blood pressure Very disappointed but still alive. Would not recommend
Visited March 2024
Review titled East Croydon Medical Centre
Replied on 26 April 2024
We're truly sorry to hear about your experience and the disappointment it has caused. Your feedback is important to us and we take your concerns seriously. We apologise for any inconvenience caused by the difficulty in addressing complaints through our site. We will ensure that your feedback regarding cancelled appointments is reviewed and addressed appropriately. Your well-being is our priority and we appreciate your patience and understanding as we work to improve our services. Kind regards, East Croydon Medical Centre
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Review titled Terrible experience
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
I don't wonder why this center has such bad feedback. I received a text message that I have an appointment at 12/10 and I tried to call to find out but they don't answer the phone and it goes to the new stupid system they made. I had to close the door of the business and go there to see what this appointment is for. The receptionist calmly said without even looking at my face that this is the automated message that has been sent. Is it possible for you to cut off the phone system and force patients to enter your stupid system and get no answer at all?
Visited February 2024
Review titled East Croydon Medical Centre
Replied on 26 February 2024
Dear Patient, Thank you for sharing your experience with us, we appreciate your feedback. We're sorry to hear about your recent experience with our automated systems as we've recently introduced it to actively reduce the call wait time. We're committed to delivering high-quality care and your feedback reminds us of the work we need to do. Thank you for bringing these issues to our attention. Please reach out to swlicb.ecmcadministration@nhs.net should you require further support. Warm regards, East Croydon Medical Centre
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Review titled Cancelled my appointment
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2024
I had a phone call on Monday, but they didn't call me, and I had an appointment for Monday, which was canceled on Saturday, and their phone system is completely down. I can say that in the past 23 years, this medical center has had the worst service
Visited February 2024
Review titled East Croydon Medical Centre
Replied on 13 March 2024
Dear Patient, We deeply regret the inconvenience you've faced with our service. We apologise for the missed phone call and the cancelled appointment. Your feedback is important and we're committed to addressing these issues promptly. We also have our voicemail service available where patients can leave messages and get a response within same day. Please accept our sincerest apologies. We value your loyalty over the past 23 years and hope to offer a better experience in the future. Sincerely, East Croydon Medical Centre
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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