Bermondsey Spa Medical Centre

Felt listened to and really cared for

The clinician provided excellent care.

Staff could really use some training

The staff could benefit from improved customer service skills. I am considering switching to a different practice.

Cancelled appointments with no explanation given

The practice cancelled two consecutive appointments without providing any explanation. This was a disappointing experience.

Phone queue issues and poor call handling

I waited on the phone for an extended period before my call was answered, only to have the line disconnected immediately. I noticed the practice details on a search engine have been recently updated with a different name and location, which I found concerning given the existing feedback visible online.

Reception staff could improve their knowledge

The receptionist demonstrated limited knowledge when handling inquiries and appeared unfamiliar with customer service practices. Their approach to managing requests came across as unprofessional, raising questions about suitability for the role.

Reception kept passing the buck on medication

I have made multiple attempts to contact reception, either by phone or in person, but have not received satisfactory responses. On my most recent visit, I was trying to collect medication that I had been waiting for over three weeks to receive. The process involved the pharmacy sending the order to the GP reception, after which I was informed by the GP that the timeframe was lengthy. I recall that at my previous practice, obtaining this same medication was a much quicker process. It is frustrating to attend appointments at my current GP practice without achieving a resolution to my concerns.

Helpful staff during challenging times

The pharmacy team and front desk staff make genuine efforts to provide assistance during challenging circumstances.

Difficult to book appointments at this practice

The reception staff have not been helpful with my needs, and I have found it difficult to access appointments at this practice. I feel the service could be significantly improved.

Friendly staff made urgent visit straightforward

My entire visit was excellent! Although this is not my regular practice, I was referred here for an urgent consultation. The reception staff member was exceptionally courteous and supportive, and the clinician was approachable, empathetic and demonstrated genuine concern for my wellbeing.

Receptionists helpful, but doctor attitudes vary widely

I had one positive and one negative experience at this practice. The reception staff are generally courteous and supportive. During my first visit, I attended with my child and saw a clinician who was remarkably compassionate and thorough. They took time to explain potential causes and what symptoms to monitor if the condition worsened. It was a reassuring appointment, particularly as we were travelling in another part of the UK when my child became unwell. We were advised to return or seek emergency care if circumstances deteriorated. On my second visit, I came with my younger child regarding a skin condition flare-up. The clinician's manner was dismissive and condescending. Rather than offering support, they implied I was not managing my child's care adequately and listed numerous things I should have been doing differently. They also presented the condition in an unnecessarily alarming way, suggesting significant lifestyle restrictions. Given that we come from a warmer, more humid climate and my child had not previously experienced such a severe episode—likely due to the drier summer weather here—the reaction seemed disproportionate to the mild patches visible on the skin. The approach lacked empathy and placed blame on me as a parent, which was unhelpful. The condition likely has a genetic component, and as someone without prior experience managing such issues, I would have benefited from a more supportive and informative conversation about possible approaches. The quality of care appears to depend significantly on which clinician you see. The practice might benefit from additional training focused on developing more empathetic communication skills. Parenting is already demanding, and managing a child's health concerns or discomfort adds considerable stress.

Couldn't get an appointment and felt unwelcome

The practice staff came across as unwelcoming, and I found it very difficult to secure an appointment when needed. Additionally, I was removed from their patient list.

Front desk staff were unhelpful and rude

The front desk staff were quite unfriendly and unhelpful during my visit.

Repeat prescriptions refused without clear explanation

I would advise against registering with this surgery. There appear to be inconsistencies in how repeat prescriptions for ongoing conditions are handled, with some being approved while others are declined without clear explanation. Resolving these issues requires booking an appointment, which can involve lengthy waiting times, leaving patients without their regular medications during this period. The overall experience has been disappointing, and I am actively seeking to transfer to a different practice.

Paperwork delays and booking system mix-ups

I registered at this practice as it was the only available option within my area accepting new patients. The registration process took several weeks to complete. Subsequently, when I called to arrange an appointment for a routine screening test, I attended as scheduled only to find that no appointment was recorded in their system. Rather than receiving an apology, I was simply informed in a straightforward manner that there was no record and I would need to rebook for another occasion, which felt unhelpful.

Receptionist attitude needs serious improvement

As an NHS employee, I found the reception service to be disappointing and I question what training the staff member has received, as the practice may benefit from reviewing their staff development approach.

Long wait for telephone appointment slots

Attempted to book an appointment regarding persistent discomfort and was informed of a lengthy wait for a phone consultation. Suggested to use the online booking system, though it was unavailable. The practice appears to have deteriorated significantly. Hesitant to seek medical attention for a respiratory concern that could potentially be significant. It is understandable why many people are turning to emergency services instead.

Reception staff made me feel genuinely welcome

This medical centre is an excellent choice whenever you require any assistance. I have had positive experiences visiting here regularly and the reception team are outstanding. They are genuinely kind, approachable and very supportive, offering guidance with any queries you might have and directing you appropriately to where you need to be. They communicate in a reassuring and upbeat way and create a welcoming atmosphere during your visits. 😁

Reception team handled my visit efficiently

The reception team were quick and efficient. Thank you to the reception supervisor for being so helpful.

Reception staff disclosed test results inappropriately

The reception staff demonstrated unprofessional conduct during my recent interaction. When I called to schedule an appointment to discuss my test results, as advised by my healthcare provider, the receptionist made clinical statements about my results that were outside their scope of role. This assessment was inaccurate, as my results actually indicated concerns that required proper medical review.

Receptionist hung up phone without booking appointment

I contacted the surgery regarding an appointment I had arranged in person, only to discover it had not been recorded. When I spoke with the receptionist about this, I was told that the appointment was unnecessary. I found this concerning, as I felt the receptionist was overstepping their role in making clinical judgments. The call ended abruptly in a manner I experienced as dismissive. This interaction left me feeling frustrated and disrespected by the reception staff.