Addington Medical Centre

Helpful staff making the most of constraints

Consistently demonstrates a helpful approach and manages effectively despite operating within constrained circumstances.

Felt genuinely listened to during appointment

I recently had an appointment and I must say I was thoroughly impressed by the clinician I saw. They demonstrated genuine interest in my concerns and provided helpful support throughout. I would be very happy to see them again. Excellent experience overall.

Reception helpful but consultation felt rushed and dismissive

The reception team were accommodating, though unfortunately that was where the positive experience ended. I attended my appointment today, which was scheduled for 4pm but I was called through at 4:10pm. However, I soon realised the consultation itself was allocated only 10 minutes. The clinician had just 10 minutes available. After they finished asking their questions, I attempted to ask something, and was told we didn't have time. When I enquired whether I would need to book another appointment to discuss this matter, they confirmed that I would. I found this frustrating. During those 10 minutes, the interaction consisted entirely of them asking questions and me providing answers. When I tried to raise something relevant to my visit, I felt dismissed. Additionally, the online booking system is quite cumbersome. Each time I try to schedule a consultation, there are numerous questions to work through, and there's no option to skip those that aren't relevant to my reason for attending. This practice has room for improvement. It could benefit from more approachable staff, longer appointment slots to allow for unhurried consultations, the ability to bypass irrelevant questions during booking, and a greater sense of personal connection. I want to emphasise that I only visit a GP when something is genuinely concerning me, and I shouldn't feel discouraged or worse about seeking help.

Helpful staff made me feel genuinely supported

I have been a patient at this medical centre for the last six years, and I have nothing but positive things to say. All members of staff, from reception to clinical professionals, are consistently helpful and knowledgeable. I would particularly like to express my appreciation for the care I have received. Of course, there are areas where improvements could be made, but I don't feel these are particularly significant as many of these matters can be addressed through taking personal responsibility for one's own health.

Kind receptionists but appointment delays were frustrating

Two stars because my partner had a positive experience so far and the reception team are helpful. Otherwise, I would have given the practice no stars at all. Based on my own experience, I felt my concerns were not given appropriate attention. I submitted an online consultation approximately a month ago regarding a health issue that would require specialist intervention. I was offered an appointment a month later, whereas my partner was seen within a couple of days for a different concern and received imaging within days of that. I proceeded with the appointment regardless. My consultation was scheduled as a telephone call at 8:50 this morning to discuss my condition. I called the surgery at 9:08 as the expected call had not come through, and informed them I was heading to work with poor signal availability. The clinician called just before 9:30, but I was unable to hear them due to being in transit and asked if they could ring back in a few minutes, which they agreed to. It is now 11:11 and I have not received a follow-up call. I have decided to register with a different practice after spending a month with this one. I hope other patients do not encounter similar difficulties, though I suspect this may not be an isolated occurrence.

Reception staff were helpful and professional

I recently joined this practice. The reception team demonstrated helpfulness, professionalism and a friendly manner. I will provide further feedback once I have had more experience with the service.

Sensitive care for my worried child

I cannot express enough gratitude for the compassionate care provided during a delicate situation involving my young child. The healthcare professional took time to build trust and demonstrated sensitivity, patience and genuine kindness throughout. An exemplary experience.

Welcoming practice with attentive staff

I recently became a patient at this practice and I am very satisfied with the outstanding service I have experienced. I have been treated with attentiveness and consideration by everyone - both clinical and administrative team members. Thank you.

Friendly staff made the difference for us

As a family we are registered with this practice, having previously used several other GP surgeries in the local area, so I feel well-positioned to say that the level of service and care provided here is notably superior to what we have encountered elsewhere and remains consistently high!

Calm approach made me feel properly heard

I attended a health review appointment today with a member of the healthcare team. I was extremely impressed by their calm, gentle and patient approach throughout the visit. They explained everything clearly and worked through each item methodically, ensuring I understood each step. I would gladly recommend this service to anyone seeking care. The level of attention and professionalism exceeded what I had anticipated, and I feel very satisfied with the care I received.

Lucky cancellation appointment got me in early

Attended an appointment today for a joint injection procedure. The experience was painless throughout. I had originally been scheduled for a later date, but was fortunate to receive an earlier appointment when a cancellation slot opened up. The clinician was excellent at providing reassurance, and the reception team were very helpful and supportive.

Phone queue was frustratingly long

Had to wait around ten minutes for someone to answer the phone. The hospital had advised me to book an appointment with the nursing team at the practice to have stitches removed, but when I called, the receptionist indicated this service wasn't available. Not a particularly satisfactory experience.

Follow-up care that actually made a difference

I must express my gratitude to the clinician who provided support to my daughter that exceeded my expectations. The follow-up contact, along with the effort taken to send additional information that could assist in her recovery, represents a level of care I hadn't previously encountered from other practitioners at the surgery. Excellent service!

Quick appointment with no issues

Efficient and without issue.

Friendly staff made me feel well cared for

I would like to express my gratitude to the entire team at this practice. They provided me with excellent care and support throughout my visit. The atmosphere was welcoming and compassionate. The service I received was outstanding.

Reception staff went extra mile for my son

I am deeply grateful for the exceptional support I received during my recent visit to the surgery. The staff members I encountered were remarkably kind, considerate, friendly and professional throughout my experience. They treated both myself and my young child with genuine respect and compassion. When I arrived at the surgery with urgent concerns about my child's allergies, I received invaluable assistance in arranging a doctor's appointment. One team member showed particular understanding of my situation and went out of their way to help coordinate my visit with a healthcare provider. During this process, I initially encountered a receptionist who indicated that no doctor was available and suggested I visit a walk-in centre instead. However, another staff member intervened at that crucial moment, advocating on behalf of my child and ensuring that I was aware an on-duty doctor was available. This intervention made all the difference, and we were subsequently able to see a doctor who provided helpful care for my child's condition. I am truly thankful for the compassion, professionalism and advocacy demonstrated by the team members who assisted us. Their dedication to patient care and willingness to go above and beyond has left a lasting positive impression. I wish them all continued success in their important work.

Quick appointments when my son needs them

I have to say that I have never experienced any problems at this practice. Whenever my child requires an appointment, I feel very fortunate to be able to get one promptly, whether that is the same day or shortly after. The level of care and availability here is exceptional when compared to other surgeries in the area. Outstanding

Reception team went the extra mile

Outstanding front desk experience. The team demonstrated genuine helpfulness and went above and beyond by verifying that required medication was available at the pharmacy before the appointment concluded.

Long phone queues and frustrating appointment booking process

Extremely disappointing. I rang at 8.30 to arrange an appointment for my child. Following a 10-minute wait, I was informed that I needed to submit a form through the online consultation system, which I completed. The response indicated that an in-person assessment was necessary rather than a remote consultation. I called back at 9 and was told someone would contact me to schedule an appointment. At 9.13, I received a message asking me to ring back to book. When I finally got through at 9.25, I was informed that they had attempted to reach me (though I did not receive any call) and that appointments were now fully booked, with the earliest available slot being 4pm. My child is 6 years old and experiencing chest discomfort and pain across the left side of the body. Having to wait throughout the day for an assessment felt far from reassuring.

Reception staff could be more empathetic

The clinical staff are excellent, however the reception team could be more considerate. They lack compassion when dealing with patients. I tend to use alternative healthcare services when possible. I rarely contact the practice, but on the few times I have needed to, the reception staff have come across as dismissive and condescending.