Morden Hill Surgery (The Lewisham Care Partnership)
21-23 Morden Hill, London, SE13 7NNContact details and opening times
Patient ratings and reviews
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Help others by sharing your thoughts and experiences about Morden Hill Surgery (The Lewisham Care Partnership).
Reviews
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Review titled Great practice spoiled by poor booking process
Rated 4 stars out of 5
by Lesley - Posted on 20 May 2025
I have been a patient at this practice for very many years and have always had excellent care from the doctors and nurses. However the process for booking an appointment is inefficient and lets the practice down. I understand the system is shared between several surgeries. When I first tried to phone for an appointment I was told that I was number 22 in the queue. There is also a lot of pressure to use a computer.
Visited May 2025
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you for your feedback, and for your loyalty to the practice over many years. We are truly grateful for your kind words about the care you’ve received from our doctors and nurses your feedback has been shared with the team. We also fully acknowledge your concerns about the appointment booking system. You are correct that we currently operate a shared system across several local surgeries, and while this helps to pool resources and improve access overall, it can sometimes result in long waits on the phone especially during peak times. We understand how frustrating that can be. We also appreciate that not everyone is comfortable using a computer or smartphone to manage their care. While we encourage use of the NHS App and online forms to help reduce pressure on the phones, we remain committed to supporting patients who prefer to call or visit the surgery directly. Everyone should be able to access care in a way that works for them. Thank you again for your feedback we are continually reviewing our systems and your comments help us understand where improvements are most needed. Kind regards Complaints Hub The Lewisham Care Partnership
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Review titled Great practice nurse.
Rated 5 stars out of 5
by Stephen McCabe - Posted on 13 May 2025
I have been having blood tests done by the blood test practice nurse for several years now. Always polite intelligent and knowable. One of the best nurses full of helpfull information. I would recommend the nurse for a big pay rise and promotion. Thank you for all you help and consideration every time I need yo see you.
Visited May 2025
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Mr McCabe Thank you so much for your kind and thoughtful feedback. We’re absolutely delighted to hear that you’ve had such consistently positive experiences with our practice nurse over the years. Your praise for her professionalism, knowledge, and caring manner means a great deal to us your lovely comments have been shared with her and the wider team. It's always rewarding to hear that our staff are making a real difference in the lives of our patients, and your recognition is very much appreciated. Thank you again for taking the time to write. Kind regards Complaints Hub The Lewisham Care Partnership
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Review titled Great receptionist at Morden Hill Surgery
Rated 3 stars out of 5
by Anonymous - Posted on 28 April 2025
I am in line on Monday morning and am impressed with the calm and professional manner in which the receptionist is triaging patient requests.
Visited April 2025
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you so much for your kind feedback. We are really pleased to hear that you had a positive experience at the practice and that our receptionist’s calm and professional approach made an impression. The front desk team works extremely hard, especially during busy times like Monday mornings, and it truly means a lot to have their efforts recognised. Your message has been shared with the team thank you again for taking the time to let us know. Kind regards Complaints Hub The Lewisham Care Partnership
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Review titled Trying to book an appointment
Rated 2 stars out of 5
by Giuseppe Manuli - Posted on 18 April 2024
Dear Morden Hill Surgery, At the request of the Doctor, I have been asked to book an appointment to review my statin blood test. I am unable to get through at 8am to book (I called in the afternoon and was told to call at 8am). I work and it is very difficult to call at this time, and when do I either get cut off or am number 30+ in the que. I can't understand why the Doctor could not simply give me a time to speak with her and I can explain at work that this is the time I have been given to speak with my Doctor. I tried booking an appointment through your online wesite, but Morden Hill Surgery did not appear in the listed, and in any case, it was not clear to me if it was possible to or not ti actually book an appointment online this way. I do not want to waste Doctors time so rarely visit or call. If there is any other way I can help make the process easier, I am more than will to assist. I simply want to be able to talk for a minute or so about may blood test and my bladder / prostrate (I think I may simply have an infection but I'm not a Doctor!). Yours faithfully, Giuseppe Manuli
Visited April 2024
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Mr Manuli, Thank you for providing your feedback, I am very sorry to hear about the difficulty you experienced trying to book a follow-up appointment. We completely understand how frustrating it must be to be advised to call at 8am and then struggle to get through especially when you are trying to balance work commitments. We also appreciate your efforts to avoid taking up unnecessary appointment time and your willingness to support the process. To clarify, appointments can now be accessed in a few different ways. You can submit a request online via our practice website using the online triage system. This allows you to detail your symptoms or request a follow-up about a recent blood test. A member of our clinical team will then review your request and respond with advice or offer an appropriate appointment without you needing to queue on the phone. If you prefer, you can also visit the practice in person to request an appointment at a time that suits you, but we understand this may not be practical if you are working full-time. Thank you again for your patience and understanding—we do want to make accessing care as straightforward as possible, and your feedback helps us improve how we do that. If you would like to discuss this matter further, please do not hesitate to get in touch directly. Kind regards Complaints Hub The Lewisham Care Partnership
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Review titled Follow-up to my previous review
Rated 4 stars out of 5
by Giuseppe Manuli - Posted on 23 April 2024
Dear Morden Hill Surgery, I calling your Practice at 8am on the dot, and secured the '7th in the queue' spot. It took another 15mins to then get through. After describing my symptoms I was give a 9:40am appointment to see a Doctor in person that day! I arrived and was called in 2mins early. I cannot fault the attention given to me by the Doctor and the care taken to examine. I would hope that in the future the appointments system might be made less 'fastest finger first', with the competitive game show element removed, and more like modern service it should be - or if that's asking too much, the appointment service we had 20 years ago. Is it a case of too much demand for the system to cope with? Your faithfully, Giuseppe Manuli
Visited April 2024
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Mr Manuli, Thank you for your feedback, I am pleased to hear that you were able to secure an appointment and that your experience with the doctor was so positive. It's great to know you felt well cared for and that the consultation was timely and thorough, your kind feedback has been shared with the clinical team. You are absolutely right to point out that the current system can feel like a “fastest finger first” race, and we agree that this is far from ideal. The demand on GP services has increased significantly in recent years, and while we do our best to manage this fairly and safely, the current pressure on appointment availability does sometimes result in the kind of experience you have described. We are actively exploring ways to improve this including increased use of online consultation tools, refining our triage process, and reviewing how appointments are released so that access feels less stressful and more predictable for patients. Thank you again for taking the time to share both your appreciation and your concerns. Feedback like yours helps us reflect and push for better systems, even in a challenging environment. Kind regards Complaints Hub The Lewisham Care Partnership
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2023
I had a telephone consultation with a GP regarding my blood pressure with is still very high even after the pharmacist reviewed and adjusted my medication. Firstly this was a telephone consultation and I think with things like blood pressure the consultation should be face to face and secondly the GP's response was 'and what do you want me to do?' That response to me showed disinterest and almost callousness. The medication was eventually adjusted again I am still having very high readings but am so reluctant even fearful to contact the surgery
Visited November 2023
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you for taking the time to share your experience. I am very sorry to hear that your consultation left you feeling dismissed and unsupported, particularly when you were seeking help with ongoing high blood pressure. It is concerning to hear that you felt the GP’s response lacked empathy. That is not the standard of care we aim to provide, and I want to apologise for the distress this caused. Your feedback has been shared with the clinical team as part of our ongoing efforts to improve how we communicate with and support our patients. You are absolutely right that, in some cases particularly where blood pressure remains poorly controlled a face-to-face review may be more appropriate. While telephone consultations can be convenient, they are not suitable for every situation, and we want to ensure your care is both thorough and person-centered. I am especially sorry to hear that you now feel reluctant or fearful about contacting the surgery. Please know that your health and confidence in our care are important to us. Our team is here to help, and we want to support you in managing your blood pressure safely and effectively. If you would like to discuss this matter further, please do not hesitate to get in touch directly. Kind regards Complaints Hub The Lewisham Care Partnership
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Review titled Appointment for Blood test results
Rated 3 stars out of 5
by Limbs - Posted on 27 September 2023
Called Surgery today having been sent an email to say blood tests ready. Make appointment tod.discuss. Waited 25 minutes..was told need to go to practice at 08:00 to get an appointment. Working 12 hour days. Not possible. What do I do?
Visited September 2023
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Limbs, Thank you for your feedback, I am sorry to hear about the difficulties you have had trying to book an appointment to discuss your blood test results. We appreciate that queuing on the phone and attending in person at 8am can be difficult, particularly for patients working long shifts. We are currently operating a triage system to help prioritise care based on clinical need. When you contact the practice either via phone or by submitting an online request your concern is reviewed by a clinician who will determine the most appropriate next step. This may be a same-day appointment, a telephone call, or follow-up at a later date, depending on urgency. You can also use the NHS App to book appointments and check test results without having to call the practice. We are working hard to improve access and appreciate your patience and understanding as we manage high levels of demand. Kind regards Complaints Hub The Lewisham Care Partnership
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Review titled Warning
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2023
If you're thinking of registering with this surgery, please think twice. They appear to be unable to cope with the patients they have registered. I have been trying for weeks to get a dr appointment to discuss blood tests and x rays but without success. I have downloaded 2 of the apps and no GP appointments there. I have rung regularly: on all occasions I am forced to listen to a long recorded message; once I get past that and am put in a queue the wait time has been anywhere between 30-90 minutes; on other occasions I am simply presented with an engaged tone and then hung up on. When I do get to speak to a member of staff I am given conflicting information about when to ring / how to use the app. Even the GPs give incorrect information - the hospital will contact you about your appointment, two weeks later I get a message from the GP to say my hospital appointment has been cancelled because I did not attend - of course I didn't I didn't know I had one because I followed your (incorrect) instructions! Absolutely maddening. I understand they are under pressure, but some simple, clear and consistent communication and procedures would go a very long way to improving things.
Visited August 2023
Review titled Morden Hill Surgery (The Lewisham Care Partnership)
Replied on 21 May 2025
Dear Patient, Thank you for taking the time to share your feedback, we are very sorry to hear about the experience you have had. It is clear that we have fallen short of your expectations and our own in terms of communication, accessibility, and consistency. We acknowledge the frustration caused by long wait times on the phone, difficulties with the apps, and conflicting advice about how to access care. Since your review we have implemented new systems and training for all staff. Regarding your hospital appointment, I sincerely apologise for the confusion and distress this caused. We are under significant demand, but that should not translate into confusion or lack of access for our patients. Your feedback helps us identify where the system is failing and gives us a chance to put things right. If you would like to discuss this matter further, please do not hesitate to contact us directly. Kind regards Complaints Hub The Lewisham Care Partnership