Sydenham Green Group Practice - Ratings and reviews
Reviews
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Review titled Unprofessional and uncooperative
Rated 1 star out of 5
by Anonymous - Posted on 01 February 2024
I had witnessed the reception staff being extremely rude at reception to an elderly patient who was having difficulty booking an appointment online as she did not know how to use the internet properly. The reception had been extremely uncooperative to which i had to step in and book and support her to book an appointment online as she was left in distress. Please don't register with this surgery is you have a mental health diagnosis, learning difficulties or experiencing mental health symptoms as the staff are extremely dismissive and may re trigger vulnerable patients by making them complete several forms over again before they can see a GP. When you do eventually get a telephone appointment the GP will be unaware of the reason for your call despite reliving trauma by writing it on the referral form more than once.
Visited January 2024
Review titled Sydenham Green Group Practice
Replied on 08 February 2024
Dear Patient, thank you for taking the time to comment on our practice. I am sorry that your experience has been upsetting to you. We are taking many steps to try and improve this, including the triage tool and training for staff, and I hope that this will make things better in the near future. While we do put all patient requests through an online triage tool, we know that for some of our patients this is difficult; for this reason around a quarter of requests are completed on behalf of patients by our reception team. If you would like to discuss the matter further, please contact the surgery on LEWCCG.sggp@nhs.net or 020 8138 2970. Yours, Ed Hillan Practice Manager
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Review titled Poorly Managed Practice
Rated 1 star out of 5
by Anonymous - Posted on 24 November 2023
It’s well nigh impossible to get a face to face appointment. One of the long standing receptionists treats patients as an inconvenience, and seems to forget it’s her job to be patient when people are unwell and can’t get an appointment. The other two ladies are gentle with the right temperament. Fobbing patients off with technology that doesn’t work is irresponsible, I refer to the appointment booking and prescription services. The NHS has some amazing practitioners at all levels, but at Sydenham Green, they seem to have given up. I don’t think they understand the massive impact the first negative interaction at reception and on the phone has. I have dreaded falling ill because I know if I call I’ll be put in a queue of 70 people or directed to an outsourced service or technology that doesn’t work. This has a sizeable impact on a person’s health. I have left this practice and my experience with my new surgery has been completely different. On registration the receptionist noticed a health anomaly and I was seen by a doctor there and then. It was the first time in 5 years that I had a proper conversation with a GP where I wasn’t harried and rushed.
Visited October 2023
Review titled Sydenham Green Group Practice
Replied on 27 November 2023
Dear Patient, thank you for taking the time to comment on our Practice, and I am sorry that we have lost you as a patient. I understand and share your frustrations with the appointment and phones and we have recently completely changed how we manage patient contact with us, resulting in all patient queries being dealt with on the day by a GP and allocated appointments. It is early days in the new system, but we are seeing positive signs and I hope that the experience for patients will be greatly improved. If you have any more specific feedback, I would appreciate it if you would contact me via the practice - lewccg.sggp@nhs.net Yours, Ed Hillan Practice Manager
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Review titled Improvements
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2023
Find it impossible to get through to surgery let alone book an appointment they tell you go on line im a pensioner and sometimes get stuck no one to help you and know one cares on the whole whole establishment could do with overhaul now they telling you you can only go on GP App between 8 and 4 so people dont get sick after those hours and they dont look at anything at weekends complete shambles
Visited August 2023
Review titled Sydenham Green Group Practice
Replied on 07 December 2023
Dear Patient, thank you for taking the time to comment on our Practice. I understand and share your frustrations with the appointment and phones and we have recently completely changed how we manage patient contact with us, resulting in all patient queries being dealt with on the day by a GP and allocated appointments. It is early days in the new system, but we are seeing positive signs and I hope that the experience for patients will be greatly improved. While we are finding that the vast majority of patients are using the system online, the reception team are completing requests for those who do not have internet access. We are finding that because the numbers using the online system are quite high, reception are able to spend more time with other patients and this has resulted in a considerable drop in the numbers of patients phoning, so that is improving as well. While our main triage system is open up until 4pm, we are working and seeing patients past this up until the time we close. Our weekend opening is in line with what the NHS tells us to do; when we are closed patients are able to use the 111 system which also has the SELDOC doctors available to see patients where needed. If you have any more specific feedback, I would appreciate it if you would contact me via the practice - lewccg.sggp@nhs.net Yours, Ed Hillan Practice Manager
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Review titled Cannot get an appointment.
Rated 1 star out of 5
by Douglas Michael Howard - Posted on 23 August 2023
I have arthritis and I think it has spread to mp hip. I rang the practice at 8.00am and I was told I was 8th in the queue which was encouraging. When I spoke to receptionist I was told there was no appointments available and go to Beckenham Beacon hospital. Not good.
Visited August 2023
Review titled Sydenham Green Group Practice
Replied on 22 November 2023
Dear Mr Howard, thank you for taking the time to comment on our Practice. I completely understand your frustration with the appointment system and we have been working on a number of ways to try and improve this. As of the start of this month, we have completely changed the way that patients access care here and I hope that it will be considerably easier for you and all out patients from here on. Please do not hesitate to get in touch if there is anything you would like to discuss in more detail, either by phone (020 8138 2970) or email (LEWCCG.sggp@nhs.net) Yours, Ed Hillan Practice Manager
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Review titled Impossibile to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2023
I have been calling the practice since Monday staying over the phone with an automated voice minim one hour ..today just before one hours the call failed! I called back an other half an hour and when they pick at 9:30 ish no More appointments.
Visited July 2023
Review titled Sydenham Green Group Practice
Replied on 20 July 2023
Dear Patient, thank you for taking the time to comment on our practice. I appreciate the issues with getting appointments; we are working to increase the size of the clinical team to improve what we can offer to patients but we are aware that it is a struggle, as well as working to design a new booking system as required by NHS England. If you would like to discuss further, please contact either Pamella Greaves (deputy practice manager) or Ed Hillan (practice manager) at LEWCCG.sggp@nhs.net to discuss. Yours, Ed Hillan Practice Manager
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Review titled Very, very poor
Rated 1 star out of 5
by Peter - Posted on 05 June 2023
It is next to impossible to get an appointment with this practice. Today's experience was by no means unusual. I phoned at 8:00am and was told by the answering machine that I was 19th in line. Twenty minutes later when I was able to speak to a person I was told there were no appointments available. How can it be that there are only roughly one might guess 25 appointments (assuming that some are held back for people who get through the gatekeeping because they have a heart issue or similar)? The receptionist apologised to me but it is clearly not her fault that the provision in place is so inadequate. At the very least the practice could (1) update the answering message to be more accurate in the post covid world; (2) use technology to tell the many people hanging on the line that it is pointless staying on the line when all of the appointment slots are taken; (3) put in place the on line appointment system that is supposed to be in place but isn't. These are simple suggestions that might just make the lives of those that wish to use the service and those seeking to provide it a little easier - albeit there may still not be an appointment at the end of it. Ultimately the surgery has to find a means of providing its service which, from reading reviews and from lengthy personal experience, it has not done for some considerable time.
Visited June 2023
Review titled Sydenham Green Group Practice
Replied on 20 July 2023
Dear Patient, Thank you for taking the time to comment on the practice. We do understand the pressures with the appointments; there are huge issues with patients getting into the practice and we a re working to address these. We hope to be able to implement changes as suggested by NHS England in the coming months which should improve the patient experience. If you would like to discuss further, please contact either Pamella Greaves (deputy practice manager) or Ed Hillan (practice manager) at LEWCCG.sggp@nhs.net to discuss. Yours, Ed Hillan Practice Manager
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Review titled Terrible appointment system
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
It has been so difficult to book an appointment. Yo are expected to call at 8am to book an appointment to see a GP or a practice doctor on the same or next day. I have been trying for over a week to get an appointment. As I don’t need regular appointments, I don’t always remember how to use the app Ask First which I find quite confusing. However when I do get through to reception, I am asked to use the app for a better service. When I do eventually get an appointment I do hope I am not only given 5minutes. Please can you sort out your processes
Visited June 2023
Review titled Sydenham Green Group Practice
Replied on 20 July 2023
Dear Patient, thank you for taking the time to comment on our practice. I appreciate the issues with getting appointments; we are working to increase the size of the clinical team to improve what we can offer to patients but we are aware that it is a struggle. We are also looking at alternatives to the Ask First app which should be easier for patients to use. If you would like to discuss further, please contact either Pamella Greaves (deputy practice manager) or Ed Hillan (practice manager) at LEWCCG.sggp@nhs.net to discuss. Yours, Ed Hillan Practice Manager
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Review titled Impossible to book appointments
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2023
I have been trying for more than 2 weeks to book an appointment using the online app. There are never appointments available. Called several times, at 8.00am (when it opens) and the calls drop continuosly until finally after 5th or 6th call I get through and it says I am person 40th in the queue or something like that, wait around 45 minutes to get to someone for them to say there are no available appointments. My GP told me to schedule this appointment and I haven't managed to get it. The booking system is absolutely dreadful and it is clear they do not have the capacity to manage the amount of patients they have. Do not recommend.
Visited June 2023
Review titled Sydenham Green Group Practice
Replied on 20 July 2023
Dear Patient, thank you for taking the time to comment on our Practice. I understand your frustrations with the appointments and please be assured that we are working on a number of ways to improve the situation. Regarding your particular concerns, please contact either Pamella Greaves (deputy practice manager) or Ed Hillan (practice manager) at LEWCCG.sggp@nhs.net to discuss. Yours, Ed Hillan Practice Manager
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Review titled This GP Practice needs to improve asap
Rated 1 star out of 5
by Anonymous - Posted on 18 May 2023
I cannot believe how awful this practice is! You are advised to use the AskFirst App to book an appointment but when you try there are no appointments available. You call the surgery and no one answers; you're left waiting in a queue for goodness knows for how long and then your call is terminated and this process is repeated over and over again until you just give up...My advice is please find another GP as sadly this one will leave you frustrated.
Visited May 2023
Review titled Sydenham Green Group Practice
Replied on 20 July 2023
Dear Patient, thank you for taking the time to comment on our practice. We are aware of pressures and will be implementing new booking systems in the near future to try and address them. Yours, Ed Hillan Practice Manager
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Review titled Worst practice in Lewisham
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
Sydenham Green is rated one of the worst practices in Lewisham. Trying to get an appointment here is ridiculous compared to other practices. On several occasions I have waited in a long que outside the practice from 7.30am 30mins before te practice opens and have still not been able to obtain an appointment. You try ringing at 8am and if your lucky to get through you end up being mostly above 50 in the que. If your lucky to get through, there is one specific very rude receptionist there who is arrogant with poor phone communication and no repect for the patients. When I've been lucky to see a doctor and been waiting for an appointment at surgery, this same arrogant rude receptionist clearly does not get on with all staff members as overheard a very unprofessional conversation this receptionist had with I believe the manager, regarding not being able to work with a specific colleague at work. The manager was telling the receptionist that it is only one day working with is other person etc.. Clearly this receptionist has issues at work and issues with patients - tell tell sign that the issue is the receptionist! This same receptionist will rudely and arrogantly ask why you need an appointment, which I appreciate why to ensure you are allocated the right health professional, but a patient is totally in their right as per NHS policy and GP policy to explain it is private/ personal and for an appointment still to be allocated. Most of te doctors switch and change and largely no continuity. I understand this practice is ove stretched like most GPS but this practice can clearly better manage its systems, appoinment bookings, retrain staff better just like other practices. I honestly think this practice needs to be shut down and restarted again from scratch. Honestly awful practice, doctors not able to fully keep track of patients health compared to other practices, this results in patients health declining which could easily be avoided. I undestand that funding has an impact on GP services but this practice compared to others with the same funding issues are still able to be patient focused. This surely tells Sydenham Green that their management practices and patient care are vastly flawed compared to other practices. This is why this GP practice wa ls voted the worst in Lewisham and also worst in Bromley
Visited May 2023
Review titled Sydenham Green Group Practice
Replied on 20 July 2023
Dear Patient, thank you for taking the time to comment on our practice. I understand your frustration but I believe that the correct way to raise your concerns about an individual receptionist is via the management of the surgery, rather than leaving reviews which do not allow the practice the means to identify the problem and fix it. Please contact Pamella Greaves (Deputy Practice Manager) on LEWCCG.sggp@nhs.net to discuss. Yours, Ed Hillan Practice Manager