Addington Medical Centre

Reception staff really went the extra mile

The reception team made a real effort to assist me with a matter concerning my medication. They were remarkably efficient and exceptionally welcoming. Excellent service overall.

Respectful staff and minimal waiting time

The outstanding and courteous manner of the staff and the minimal wait time before seeing the clinician at this facility made a positive impression on me.

Reception staff could've been more polite

The staff member's demeanor was quite unfriendly.

Felt listened to and given proper time

Visited the practice and saw a clinician who was absolutely wonderful. Really caring and didn't rush me out but was efficient and on time.

Long-standing practice with caring receptionists

I have been attending this practice for three decades and now my children are registered there as well. The clinical staff are excellent and the front desk team demonstrate genuine compassion and understanding, particularly when dealing with my family's needs. Appointments are typically available without excessive waiting and I usually receive helpful outcomes.

Receptionists made same-day appointments easy to arrange

In my experience at this surgery, the receptionists and clinical staff are exemplary. I always feel I have been listened to with warmth, empathy and understanding. I have a long-term health condition and have had the best care and support a patient could have. I have used the online consultation service, which is relatively straightforward. When directed to contact the surgery, the receptionists have been friendly, helpful and fantastic at booking me in to see a clinician or arranging a telephone consultation on the same day. The clinical team have arranged referrals, scans, imaging and diagnostic assessments, followed up with ongoing support and management. The team at this practice are friendly, empathic, understanding and incredibly efficient. My partner recently transferred from another practice in the area to this practice. He also feels this practice is exemplary. In a very short space of time he has had the referrals and procedures he has needed. A definite 5 star practice.

Quick appointment and helpful with extra concerns

Attended an appointment within two hours of submitting an online request. The clinician not only dealt with my main concern but also provided guidance on a secondary issue, arranging a specialist referral as appropriate. The reception team subsequently scheduled a follow-up appointment for the following week. The service provided was excellent on this occasion.

Always helpful when we need support

Excellent care! I really appreciate the consistent support provided to myself and my loved ones whenever we've needed medical assistance!

Reception staff went the extra mile

Every healthcare professional I encountered made me feel at ease, paid attention to my concerns and made genuine efforts to assist me. I would recommend this practice. The reception team member was particularly helpful and went above and beyond. Thank you.

Thorough explanation of test results and lifestyle advice

I couldn't complain about how thoroughly I was seen in the specialist clinic at the practice. The healthcare professional explained my test results in detail and provided guidance on how I could better manage my condition through lifestyle modifications.

Quick response to e-consult form

Submitted a query through the online consultation form describing my symptoms. The reception team contacted me by phone following the GP's review and advised me to book an appointment, which was available the same day. My prescription was promptly sent to my preferred pharmacy. The service was excellent throughout.

Staff always listen and take time to understand

I prefer to wait before writing reviews so I can reflect on my overall experience rather than just one visit. Over the course of 8 years, I have consulted with several clinicians at this practice, and each time I have felt heard and understood. I have received assessments, appropriate treatment, and clear feedback, with the care offered meeting my needs on the vast majority of occasions. I acknowledge that GP surgeries operate under considerable pressure and appointment availability can be challenging, which is a broader systemic issue. However, this has not significantly impacted my own experience. The standard of care I have received has been excellent, and I would rate this surgery as the best I have attended throughout my entire time as a patient.

Phone consultations unhelpful and booking system frustrating

This was an extremely disappointing experience. The clinical staff were not helpful during telephone conversations and the practice does not accept phone bookings. When I arranged an appointment through the online system, I was given a slot that was approximately ten days away. This felt unreasonable.

Phone booking staff could be warmer

When I contact the practice to arrange an appointment, the reception team consistently comes across as unwelcoming and appears reluctant to engage. The overall level of customer service falls well short of expectations, which has been quite disheartening.

Long phone waits and unhelpful reception staff

The reception staff were unhelpful and kept me waiting on the telephone for an extended period. After a considerable wait, I was directed to use the website instead. Overall, I found the service to be lacking in assistance.

Felt dismissed when asking questions

I was seen today and found the clinician to be dismissive during the appointment. When I asked questions about my care, I felt they responded in an unfriendly manner, which I found frustrating given that addressing patient concerns should be part of their role. The overall experience left me feeling poorly treated. Having attended various medical practices across the UK, this was the only occasion where I felt the interaction was unsatisfactory.

Friendly staff who actually listen to you

The GP doctors are really nice and professional, and the practice management team is very lovely and helpful.

E-consult response took longer than promised

I waited considerably longer than the promised timeframe for a response to my online consultation request. After several days without hearing back, I contacted the surgery to follow up and was assured I would receive a reply the next day, but this did not materialise. When I enquired about the delay, I was informed that staffing levels were reduced due to multiple team members being absent simultaneously. I felt the scheduling of leave could have been better managed, and I believe the practice might benefit from reviewing its resource allocation to ensure adequate clinical capacity during peak periods.

Reception staff made me feel welcome

My experience with this practice has been very positive overall. The clinician I saw demonstrated genuine care and expertise, providing excellent specialist care. The reception team members are consistently helpful and friendly, always providing kind assistance whether I'm calling or visiting in person. I would definitely recommend this practice to others.

Reception staff weren't very helpful or welcoming

The reception staff were not particularly helpful. While it is understood that they may have been dealing with a heavy workload, the overall experience was not positive.