Beacon Surgery

Long wait with no acknowledgement

Had to wait considerably longer than expected for my appointment. Did not receive an apology for the delay. Would not recommend this practice.

Phone lines respond quickly after midday

I have been very satisfied with the care and service provided over the past several months. When I telephone the practice, I am typically able to reach someone within a reasonable timeframe, particularly when I call during afternoon hours. The reception team, nursing staff, and clinicians have all provided me with excellent support and attention. That said, I would personally appreciate the opportunity to book appointments face-to-face at the reception desk, as was available before the pandemic.

Reception staff delivered message without discretion

My elderly mother, who manages a chronic joint condition and provides full-time care for my father who has cognitive decline, is also a long-standing patient at this surgery. When she called to collect a message that had been left for her at reception, the receptionist conveyed information that appeared to suggest she should see a different clinician rather than her usual one, with reasoning that seemed dismissive of her concerns. When my mother asked for clarification, this particular detail was not repeated. Beyond this interaction, we have concerns about the standard of care she has received more broadly. It appears there is an expectation that patients should remain respectful at all times, yet we felt the communication from the practice lacked the same courtesy in return. We would have preferred to see our mother receive care from a surgery that demonstrates greater compassion and attentiveness to patient needs.

Phone queue system needs urgent improvement

The appointment booking process was frustrating. After waiting on the phone for an extended period, I was informed that no appointments remained available and was advised to contact the practice again the following day. It would be more efficient if the practice could provide callers with advance notice through a recorded message when appointment slots are fully booked, rather than requiring people to wait in a queue only to receive this information.

Reception staff made booking straightforward and easy

Excellent GP practice. I've consistently received outstanding care. Common ailments such as minor infections are effectively managed by the clinical practitioners (who have been excellent) and pharmacy staff provide valuable support with medication management. The GPs at the practice are wonderful. I'm aware that GP surgeries face considerable pressure, largely due to insufficient resources relative to patient demand and needs. This practice performs exceptionally well despite these challenging circumstances.

Short wait and friendly staff made it easy

The practice itself is quite good, with minimal waiting times and a friendly team throughout.

Reception staff made signing up straightforward

I recently relocated to Crowborough and would like to acknowledge the receptionist who assisted us today. She provided excellent support throughout our registration process with the practice.

Felt listened to and well cared for

The doctor I saw was excellent and demonstrated genuine care. During my first appointment, they were wonderful and showed good emotional understanding throughout the consultation.

Friendly staff who really listen to patients

Consistently supportive and approachable. Really appreciate having access to this practice x

Friendly reception made the visit pleasant

A positive visit.

Reception team helped during stressful circumstances

My family and I are patients at this practice. During challenging times, the front desk staff and administrative team have consistently provided excellent support. The clinical support staff and nursing team consistently demonstrate kindness and compassion. The clinical team members have been particularly helpful to me in recent times, and I've also benefited from care in the past from other practitioners at the surgery. One clinician has been exceptional in supporting my parents over the years, showing great patience and thoroughness which is exactly what they require. I recognise the practice operates under considerable strain and I'm genuinely grateful for everything provided. Since becoming a parent myself, I've perhaps made greater demands on your time, and your assistance has been invaluable. We feel fortunate to have access to the NHS. Thank you to everyone at the practice for your continued dedication and care.

Felt genuinely listened to during emergency visit

This surgery is fantastic. The clinical staff are always very kind, understanding, helpful and caring, and that goes for the reception team too. My healthcare provider is a wonderful practitioner and such a kind, lovely person. Thank you so much for helping me in an emergency—it is greatly appreciated!

Compassionate support when we needed it most

The clinical team at this practice has been incredibly kind and compassionate, providing valuable support during a challenging period for my family. The administrative staff handling telephone enquiries have also been equally helpful and professional.

Long waits for brief appointments frustrate

Why such lengthy delays? What kind of service operates this way when patients wait half an hour or more just for a few minutes of consultation? The practice would benefit from expanding their staffing levels to deliver a proper service. The current setup results in avoidable waiting times. I would not recommend this experience to others.

Reception staff made us feel unwelcome

After two decades with this practice, we have decided to transfer our care elsewhere. We believe the surgery has changed significantly and no longer provides the level of compassionate and skilled care we experienced previously. We feel disappointed by the standard of care we and our family member have received. This situation has been compounded by our interactions with administrative staff, whose approach we found unhelpful and confrontational rather than solution-focused.

Phone lines busy but appointments come through quickly

I have consistently had positive experiences at this practice. While it can occasionally be challenging to reach the surgery by telephone during morning hours, this appears to be a common issue across most practices I have attended. Despite this minor inconvenience, I have always been able to access either an in-person or telephone appointment within a day of requesting one, outside of weekends naturally. The clinical staff are excellent and genuinely invest time in understanding your concerns. The reception team have also been nothing but helpful and professional, and I have found their manner to be reassuring and supportive in putting me at ease.

Phone appointment wait felt too long

I became aware that I was experiencing chest-related symptoms. The practice could only arrange a telephone consultation approximately two weeks later. My condition deteriorated before this appointment, so I made the decision to attend hospital independently, where I received urgent intervention that proved life-saving.

Care quality remained unchanged through difficult times

I would like to express my gratitude to everyone at the practice for their professionalism, compassion and consistent dedication to patient care, particularly throughout the challenging period of recent years. My own encounters with the service during this time, as well as previously, have been of a very high standard. The practice has clearly needed to implement significant operational changes to navigate the circumstances and adapt their service delivery methods accordingly. Despite these substantial adjustments, there was no decline in the quality of care provided. The past few years have presented considerable difficulties for everyone, and I can scarcely comprehend the range of pressures, both personal and professional, that healthcare practices have had to contend with. Unfortunately, periods of change frequently generate anxiety and frustration, and alongside genuine concerns about health outcomes, I believe many individuals may have channelled these emotions towards the very professionals who have had to manage these demands. There have been numerous accounts of challenges within general practice, yet I feel fortunate to be registered with a practice that has navigated this difficult period successfully and maintained the standard of their care throughout. The service has demonstrated resilience without any compromise to patient support. I therefore wish to extend my thanks to the practice and particular appreciation to the clinician who provided my care.

Reception staff unhelpful during difficult time

A family member recently passed away, and I contacted the practice to request an email address for sending important correspondence. The reception staff declined to provide this and suggested I send a letter instead, despite being aware of the circumstances. The interaction felt dismissive and lacked compassion, with responses that seemed impersonal and unhelpful. This was not the level of support I had anticipated from the practice.

Reception staff were dismissive and unhelpful

The reception staff were quite unwelcoming, and the practice appeared disorganised with little consideration shown towards patients' wellbeing. There seemed to be a casual approach to scheduling appointments and a general lack of attentiveness regarding the importance of healthcare provision.