Surrey Docks Health Centre (Nexus Health Group) - Ratings and reviews
Reviews
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Review titled Long wait times
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2024
I had to come to the practice as they were the only one with next day appointments but the service was absolutely terrible. I waited for an hour before I was seen and nobody in the practice informed me of the extremely long wait times.
Visited January 2024
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 01 February 2024
Hello there The team have looked into this and are unable to find any time in January when there was a one hour wait to be seen, and there is a process in place for advising patients when there are delays. We would be grateful if you could please contact the practice with some more information so we can look into this issue further at nexushealthgroup.nhs.uk/contact Many thanks Nexus Health Group
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Review titled Shocking practice
Rated 1 star out of 5
by Chris Grimes - Posted on 12 February 2024
This practice as part of the Nexus Group is absolutely shocking. I urgently require a call back from any doctor but all I got was a dead phone battery because I was on hold for so long!!
Visited January 2024
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 18 April 2024
Hello Chris We're sorry you did not have a positive experience when you telephoned the practice. To avoid waiting on the telephone, you may find using our online form a more convenient way to request appointments, repeat prescriptions and admin requests. You can access the form on the NHS app, or on our website www.nexushealthgroup.nhs.uk Kind regards Nexus Health Group
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Review titled Inefficient and Disorganised Health Centre
Rated 1 star out of 5
by Ante Patrk - Posted on 11 December 2023
Absolutely horrible experience.... You can't get an appointment to any doctor. If you want an appointment you need to call at 8.00am - this is how it used to be in 2022 - and an operator would set an appointment the same day. But, nowadays, you can't talk with an operator - a pre-recorded msg tells that they are busy and hangs up each time when you call. So the only thing you can use is internet and their so called -e-consult. The application is clunky, not user friendly and doesn't allow to enter more than one illness symptoms ... The application says they will call back within a certain time period but they never called... Instead of calling they sent a text msg (which for some reason you can't reply to) and said 'they tried to reach me'. A couple of months ago when I tried to set up an appointment someone from E-consult really called me but this was from a Private Number (so I can't call back) and the line broke after which they never called back... So much about their service Avoid this health centre by all means.
Visited December 2023
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 12 December 2023
Hi Ante We offer face to face, telephone and eConsult appointments and you may be seen by a GP, or someone else from our skilled multidisciplinary clinical team. Our Access Hub match patients with the appropriate clinical team. We're sorry to hear that you have not had a positive experience using eConsult. Many of our patients prefer it to coming into the practice. We encourage you to make contact with the practice team to discuss your experience further at www.nexushealthgroup.nhs.uk/contact Many thanks Nexus Health Group
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Review titled Good if you follow the procedure
Rated 4 stars out of 5
by Anonymous - Posted on 03 January 2024
They are clearly stretched as it is not possible to make an advance appointment - you have to call at 8am for a same day appointment. Having said that, I had a good experience: I had ear pain and got a referral from NHS 111, which allowed me to get a same day emergency appointment. When I arrived I only had to wait a couple of minutes and the doctor took time to examine me and even made sure I could pick up the prescription at a convenient pharmacy. So in conclusion it’s good if you can get an appointment - and the way to do that is to follow the process…
Visited December 2023
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 04 January 2024
Thank you so much for your positive feedback. We will feed this back to the practice team. Nexus Health Group
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Review titled Impossible to see doctors
Rated 1 star out of 5
by Daniel Novoa - Posted on 27 November 2023
My wife has cancer and started to have ear pain, likely infection. She called for an appointment, which you can only get at 8 am, but the phone had already the message they had to many calls and to call later. She managed to speak to the Nexus group call centre later and the agent said that someone would call in the next few days - she has cancer and low immune system how is that possible?
Visited November 2023
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 27 November 2023
Hi Daniel We're sorry that you have not received the service you were expecting. Many of our patients find eConsult a useful way to access appointments. This will avoid you having to make a telephone call. You can complete an eConsult on our website www.nexushealthgroup.nhs.uk. If you would like to discuss your issues with the practice team, please get in touch via www.nexushealthgroup.nhs.uk/contact. Many thanks.
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Review titled Horrible and inefficient practice
Rated 1 star out of 5
by Catherine - Posted on 21 November 2023
Every time I submitted a e-consult, it definitely takes exactly 48 hours to get back to me, just to let me know that the doctor will ring me after another 2 working days (sometimes over the weekend). I picked up a swab test at the reception and completed it within half an hour 8 days ago, whilst the doctor told me that I can get a result at the end of the same week (and I did not receive it), I submitted another e-consult just to ask about it, waited for 4 days inc. weekend, just to obtain the reply that "we have not received your test results yet". The day I went to the reception at the practice, the health centre was basically empty with just 1 or 2 patients, with a very empty vast space. The reception staff was very free. I do not understand why the test result did not go through for 8 whole days. Telephone lines are horrible. Just unbearably long. I just wanted to ring to ask where my test result went. I have lost confidence to contact the practice online if the staff would like to ask me to contact the practice about this using the contact form on the website, because of the lack of efficiency demonstrated by this practice. Any urgent illness or matter, but not as urgent as going to a&e, cannot be relied on this practice. I hope the practice recognises no matter how pretty their look and style on their website looks like or how transparent they seem to be with these reviews or complaints systems, they are still failing at the heart of it all: to offer timely services to patients in need.
Visited November 2023
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 27 November 2023
Hi there - we are sorry that you have had to wait to get your test results. We appreciate this is frustrating however unfortunately we are not in control of how quickly the lab responds with results. We're also sorry to hear that you have not had a good experience when trying to contact us via telephone. We are working to continually improve this service for patients - particularly in our busiest periods. If you would like to discuss your issues with the practice team, please get in touch via our website at www.nexushealthgroup.nhs.uk/contact
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Review titled GP surgery very good. Appointment line dreadful
Rated 5 stars out of 5
by Anonymous - Posted on 23 October 2023
Surrey Docks Surgery is brilliant so kind and helpful for my father of 93 years always go above and beyond in their help. Shame about the booking receptionist at the Nexus hub used the call back system 8.15 never got a call back called back was told at 9.20 by a lady don’t know what happened, no appointments for the day suggested he send in on line for an e-appointment they will get back 1/2 days he had spent all weekend being sick as the antibiotics didn’t agree with him for a very bad ear infection and he is a very frail elderly person. No understanding No compassion totally not interested it seems like they are making it difficult so we go to AE. Much better when we made appointments at the Surgery.
Visited October 2023
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 23 October 2023
Thank you for your kind feedback about the practice staff, we will pass this on to the team. Regarding your call back - we're sorry that you did not get the service you were expecting. We would encourage you to get in touch via this form www.nexushealthgroup.nhs.uk/contact where you can discuss your concerns with the practice team. They can then investigate why you did not get a call to rejoin the queue.
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Review titled Awful Experience
Rated 1 star out of 5
by Sven Reinke - Posted on 16 September 2023
I went to my GP to get my blocked ear cleaned (ear wax removal needed / no other issues). I go a 10am appointment which was moved to 11.30am at 9.30am on the day of the appointment (no consideration whatsoever that patients might have a job and can't just come 1.5h later). The rather unfriendly GP had a look and surprisingly concluded that the ear wax needs to be removed - I shall book another appointment in 2 weeks (great...having a blocked ear for 2 weeks I thought). When trying to book the ear wax removal at the reception a minute later I was told that the earliest appointment is in 3 weeks (great...having to deal with a blocked ear for 3 weeks I thought). A week later I got a call from the health centre...telling me that the doctor whom I was booked for the ear wax removal isn't specialised in this but I was given a new appointment...another 2 weeks after the initial one. 5 weeks wait to simply get ear wax removed to unblock my ear. Astonishingly bad! I had no choice to going private as I cannot do my job half deaf - appointment within 2 days - procedure took 5 minutes. What is wrong with the NHS and this practice in particular?
Visited September 2023
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 18 September 2023
Hi Sven We're sorry that you did not get the service you were expecting from us on your last visit. We would encourage you to get in touch via this form www.nexushealthgroup.nhs.uk/contact where you can discuss your concerns with the practice team. Many thanks Nexus Health Group
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Review titled Disorganised
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2023
Got sent for referral for Childrens community nurse, I mentioned to the doctor at the time that I could like to be referred to hospital nurse instead as that’s where we got referred before for same problem. She insisted the referral last time was not correct. Waited over 1 month for community nurse to put us triage but heard nothing, I chased to only have the referral rejected, I was told the GP shouldn’t have referred us to that department as they don’t deal with that. And now I must go join a new waiting line again to be seen my the right department at Evelina Hospital! I had to discover this myself by calling the community dept. The GP have not made a new referral yet!! How incredibly frustrating!!! what a waste of everyone’s time!
Visited May 2023
Surrey Docks Health Centre (Nexus Health Group) has not yet replied.
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Review titled Surgery is on rock bottom
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2023
I've been with this surgery for a number of years and never really had a problem. Recently it as really gone down hill. No one ever answers the phone and it's really difficult to get through. They no longer do advanced appointments you must drop everything on the day and attend same day appointments. I told reception I wished to speak with the doctor about several medical issues my son has, and she booked me 1 appointment. When doctor called she said only 1 medical issue per appointment, why was I not booked onto at least 2 appointments then? I was then referred to a-face to-face appointment by that doctor, knowing that I had reported more than one issue, the doctor still only referred 1 issue to the face-to-face appointment, when I attended in person, I tried to tell that doctor i had other issues, he said he can only address 1 as only1 problem was referred for the face to face appointment. Now i must go through the painful task of having to try and ring through again to get another appointment for other medical needs. I called this morning and reception said no other medical issues have been noted on his file despite having reported several! They will forever have long queues if they are making people book 5 different appointments for different medical issues, my 4 year old son has allergies, eye infection, needs physio therapy to name a few and I must book 5 separate appointments? Attend on 5 different days? What a waste of time and what an extremely inefficient way of working! someone needs to review the process it's causing more congestion that it is helping!
Visited April 2023
Review titled Surrey Docks Health Centre (Nexus Health Group)
Replied on 20 June 2023
We're sorry that you did not get the service you were expecting from us. 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.