Hook Surgery
The Merritt Medical Centre, Merritt Gardens, Chessington, Surrey, KT9 2GYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Helpful
Rated 4 stars out of 5
by Anonymous - Posted on 17 January 2025
The doctor was helpful in trying to resolve my problem. I certainly would probably recommend a friend to consult the practice with s similar problem.
Visited January 2025
Review titled Hook Surgery
Replied on 20 January 2025
Dear Patient thank you for taking the time to leave a review, it is very much appreciated by the team at Hook Surgery.
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Review titled Very good GP Practice
Rated 5 stars out of 5
by Terence Sean O’Brien - Posted on 01 February 2025
I had two appointments. One blood test which was carried out efficiently and she got the blood first time - excellent. The second one was for a Diabetic medicine review. I had seen her previously and again she was though and explained everything. I was previously at a surgery in North West London but transferred to Hook when I moved. I have had dealings with two GO’s both of whom are excellent. Reception staff are always helpful and pleasant. Premises compared to what I was used to are very good with ample car parking.
Visited January 2025
Review titled Hook Surgery
Replied on 03 February 2025
Dear Mr O'Brien, thank you for your positive comments which I will share with the team at Hook Surgery, it is always lovely to hear and means a lot to us all.
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Review titled grateful for a superb service
Rated 5 stars out of 5
by gerald abrahams - Posted on 12 January 2025
I used the online appointment to make my request and was followed up quickly that same morning with a phone call arranging an appointment for that morning. My lump was examined with a referral to the ultrasound clinic for clarification . This referral appointment came through very quickly and I found the whole experience highly efficient . I have been lucky enough to use the Hook surgery for many years since living in Chessington . I have always found the whole team , doctors , nurses and receptionist highly professional and personable . Accommodating appointments have always been made available and referrals have been quick with every issue being dealt with. Overall I am extremely happy with the Hook Sugery and would like to extend my sincere thanks to all. Keep up the good work .
Visited December 2024
Review titled Hook Surgery
Replied on 13 January 2025
Dear Mr Abrahams thank you for your positive comments which I will share with the team, it is always lovely to hear and is a real boost for everyone.
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Review titled "Disappointing Service Experience: Frustration Abounds"
Rated 1 star out of 5
by Anonymous - Posted on 24 July 2024
I have been attempting to reach the team to unlock my daughter's security account since July 23, 2024. Regrettably, I have encountered limited assistance and have had to repeatedly request updates, leading to frustration. The support provided has not effectively addressed this matter, resulting in difficulties in booking appointments for my daughter.
Visited July 2024
Review titled Hook Surgery
Replied on 14 November 2024
Thank you for your review. We value all feedback and we're sorry your experience didn't meet your expectations. We fully appreciate how frustrating it can be but as discussed on the phone, you had given us less then 24 hours to process your request before posting this review.
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Review titled disappointing
Rated 1 star out of 5
by Adriana - Posted on 12 October 2023
I have been struggling for months to get a dermatologist appointment for my child. the doctor gives me antibiotics without a thorough consultation. the child has itchy hands and feet for more than 6 months and I keep giving him cream after cream without doing any test to see exactly what he has. I asked for an appointment with a dermatologist and I am always postponed. The family doctor says he will send me to a dermatologist, but he just puts me off and nothing concrete. we are going through something terrible. it is something terrible for a 3-year-old child to suffer for more than 6 months with itching and irritation to the point of blood on the palms and soles and not receive adequate treatment. he does not sleep at night, scratches and cries. maximum disappointment. I have no words for how disappointed I am.
Visited September 2023
Review titled Hook Surgery
Replied on 16 October 2023
I'm sorry you have felt the need to write this review. I can see our GP's have consulted with the Hospital dermatologist and followed their advice back in August. Following your recent appointment with us, I can see the hospital have now accepted the referral to the dermatology department. Please make contact with us, if you feel this is not correct.
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Review titled Excellent practice; attentive staff.
Rated 5 stars out of 5
by Anonymous - Posted on 14 November 2024
I haven’t been a patient at Hook Surgery for too long, as I have recently returned from working overseas, but the few times I have needed to go there the service has been excellent. Every member of staff I interacted with were friendly and attentive, and all the doctors and nurses I saw were caring and compassionate. They took their time listening to my symptoms, asked follow up questions and were sincere and empathetic. I would definitely recommend this surgery to others.
Visited July 2023
Review titled Hook Surgery
Replied on 14 November 2024
Thank you for your positive comments which I will share with the team, it is always lovely to hear and is a real boost for everyone.
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2023
I’ve tried to book an appointment for a very overdue routine check up. It is a nightmare. In September I spent an hour and half on the phone waiting to speak to someone and then got cut off. I gave up and now they have changed the system whereby you have to call at 8am (and have to hold for an hr and a half) to get an appointment. If you don’t then you won’t get one if you call at say lunch time. They also only let appointments be booked a calendar month in advance so after all that when you then find you can’t do the one or two times given, you have to call back and run the system again when they open the remaining slots. I’m not sure when going to the doctor became a lottery. It’s especially worrying for those who have young children or need more care. No wonder the hospital system is so overstretched. The only thing one can do to see a doctor is go to hospital. This surgery used to be amazing. The best. I don’t know what happened in the last four years but it’s lost its way.
Visited June 2023
Review titled Hook Surgery
Replied on 28 June 2023
Thank you for your review. We value all feedback and we're sorry your experience didn't meet your expectations. We fully appreciate how frustrating it can be when faced with long waits on the phone followed by difficulty obtaining appointments when you need them. All of our staff and clinicians are trying their very best to cope with record high demand despite very little extra government investment over the past few years. If you are able, use our e-consultation tool to help us guide you to the right care for routine, non-urgent or administrative queries. Visit www.hooksurgery.co.uk and click on “Online GP Consultations”. This helps us ensure we get you the right outcome, and also eases pressure on the phone lines for people who aren’t confident with technology. Please contact us if you would like to discuss this further.