The Chelsea Practice - Ratings and reviews
Reviews
-
Review titled Amazing
Rated 5 stars out of 5
by Elias - Posted on 24 March 2023
Been with this practice for 20 years now. The doctors here have seen me through some of the toughest and most worrisome times of my life and never let me down. Can honestly say I would be devastated if it ever stopped operating. Big thank you to all the practice staff for their hard work over the years.
Visited March 2023
Review titled The Chelsea Practice
Replied on 31 March 2023
Thank you for taking the time to comment on your experience as a long standing patient of The Chelsea Practice. The staff very much appreciate your positive feedback on the efforts that we have made to ensure our patients are cared for with compassion.
-
Review titled Outstanding
Rated 5 stars out of 5
by Carmel - Posted on 06 April 2023
I have been visiting this practice for many years now and have always found the quality of GPs to be of an extremely high standard. I have never had an issue getting face to face appointments with the surgery and have always found test results and prescriptions are sent quickly. The practice reminds me of an old-style surgery where staff actually get to know you. The attention to detail and care for its patients is second to none.
Visited March 2023
Review titled The Chelsea Practice
Replied on 25 April 2023
Thank you for taking the time to feedback on your experience at the practice over the years. Our aim has always been to provide an old style GP practice and we are so pleased to read that we have been able to provide you with this. The staff very much appreciate your positive feedback.
-
Review titled long
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
I have been on the phone for 42.21 minutes... been caller number 1 for 20.48 minutes.. Really bad service. Then have the cheek to answer and say" Please hold"
Visited November 2022
Review titled The Chelsea Practice
Replied on 05 December 2022
Thank you very much for your feedback. We are sorry to learn of your experience. We recognise the importance of being able to contact your GP Practice in a timely fashion and the level of irritation that can be caused by long waiting times. A wait time of 42.21 minutes is highly unusual and it is one that we have taken very seriously. For this reason, we performed a quantitative analysis to determine when our phones are at their most busy and we are taking steps to ensure that we are able to effectively attend to the increased volume of calls. Monday mornings (8am-9am), weekday late mornings (10:30-11:30am) and weekday afternoons (2-3pm) proved to be our most busy times. 8am and 2pm are the times at which we release our urgent appointments. At these times we have an additional Receptionist available to answer the telephones. We hope that this has reduced the length of time spent waiting for those who make incoming calls at these times. And we will be repeating the analysis monthly to ensure our actions are reducing the wait time for our patients calling the practice. We also encourage patients who have more general queries, rather than a need to book an urgent appointment, to call outside of these peak times. Patients can also book appointments via our online patient access system, which patients can sign up for by emailing the Reception team (chelsea.reception@nhs.net). We are also in the process of recording a telephone message that plays whilst patients are on hold. The message will include general signposting information as well as some options to better direct a patient’s call. This development will ensure that Reception are in receipt of less incoming calls, which will further reduce waiting times, whilst simultaneously providing patients with the information they require in the quickest way possible. We do hope that the steps we have taken will improve our patients experience when contacting the practice.
-
Review titled Very Helpful
Rated 5 stars out of 5
by Anonymous - Posted on 10 September 2022
Excellent service from reception, nurses and doctors. Telephones are answered promptly along with e-mails. I've never found a problem with fixing appointments, either virtually or face to face.
Visited September 2022
Review titled The Chelsea Practice
Replied on 21 September 2022
Thank you for taking the time to comment on your experience at The Chelsea Practice. The staff very much appreciate your positive feedback on the efforts that we have made to ensure our patients needs are accommodated.
-
Review titled Non starter
Rated 3 stars out of 5
by Anonymous - Posted on 08 August 2022
It took so long to get through on the telephone (at 11.45) I thought the prospect of this when I’m not feeling well would be too awful, so I didn’t even register!
Visited August 2022
Review titled The Chelsea Practice
Replied on 24 August 2022
Thank you for your feedback and we are sorry that you experienced a delay when you called the practice. Unfortunately I cannot comment on why this occurred as you did not mention a date but I can reassure you that our reception team have been instructed to pick up the telephone within 3 rings but of course there is a queue system before the telephone rings in the practice. Since the date of your comment we have now added another telephone to the reception team which we do hope will avoid long delays when patients call.
-
Review titled Terrible Practice
Rated 1 star out of 5
by JD - Posted on 22 June 2022
There are a couple of female receptionists that are so incredibly abrupt and discourteous when you phone for advise, you feel like you are a second class citizen they way the speak to you. There was a lovely lady who worked on reception who was always so helpful and pleasant nothing was to much trouble but now has sadly left the practice. You can never get an appointment to see a doctor and your told no appointments left and to call back tomorrow at 8am. If your lucky to get a phone call back within 3 days let alone an actual appointment its usually to give you self help advise. This surgery runs the same way now as when covid restrictions where in place, no appointments to actually see a living doctor. Its a great shame that the NHS good name is tarnished by practices such as Chelsea Medical Centre. I will be moving soon so I will find a surgery that has a better attitude and care towards its patients.
Visited June 2022
Review titled The Chelsea Practice
Replied on 05 July 2022
Thank you for taking the time to feedback regarding our reception team. We are sorry that you have experienced abrupt and discourteous behaviour, this is not the environment we want our patients to encounter. We expect our reception team to be caring and supportive. We are fortunate to have two new receptionists join our team who are patient focused and enthusiastic to help our patients effectively. We hope that their contribution to the practice will provide our patients with somewhere they feel cared for. We’re sorry that you have been finding it difficult to book an appointment. We always have regular GP appointments available to book online or via the reception team within five working days. We have a limited number of urgent on the day appointments released at 8 am and 2 pm every day and we have an online consultation tool on our website (www.chelseapractice.org.uk). If you would like to activate your online account please email our reception team. You can also order prescriptions and view your medical records online. We are sorry that you did not receive a response to your problem within three days. We expect all urgent queries to be attended to before the end of the day but we do ask that if it is a non-urgent problem and you have not heard from us by the end of the day then you contact the Practice. Sometimes we may have tried to contact you but not managed to reach you. We would like to investigate your delayed care therefore please contact the practice so we can find out what we did wrong and make sure that this does not happen again, thank you. We are enjoying welcoming our patients back into the practice. The practice team have missed seeing our patients face-to-face during the pandemic. Any patient who would like to see a clinician can book a face-to-face appointment but we also recognise the convenience for some of our patients who still prefer telephone appointments. We are sorry that you’ve been unable to book to see a doctor face-to-face. Once again we ask that you let us know when this happened as the reception team have been asked to allow all patients to book face-to-face unless they have cold or flu type symptoms or a rash, in these cases your appointment will be triaged by a GP and they will bring you to the practice later that day if they think it is clinically required. Once again we are sorry that your experience at the Chelsea Practice does not meet your expectations. We would very much like to discuss your specific experience with you so we can learn and make The Chelsea Practice a better NHS practice.