Chislehurst Medical Practice

Appalling experience

I was refused a request to speak to a GP or advanced practice nurse to discuss a ongoing problem post gallbladder surgery. The excellent triage by receptionist acknowledged that I needed to speak to a GP of my choice . The triage GP downgraded my request to a physician associate , who refused to let me speak to the GP personally. The message I received from her by text was totally inadequate. I was challenged by the surgery about my attitude towards the physician associate, which caused me great distress . I have now joined a new surgery and my concerns were addressed .

Impossible to reach anyone by phone here

Disappointing experience overall. It is extremely difficult to reach a person here and when contact is made the interactions feel unwelcoming. This practice now directs patients towards pharmacists for many issues. Getting an appointment is very challenging. It is unclear what value the practice provides. Reading other patient feedback about this practice gives a fuller sense of the concerns raised by the community.

Reception staff were dismissive about a simple request

I had a negative interaction with a member of the reception team when I visited to collect a form for a relative. When I was unable to recall a specific detail that was needed, I felt the staff member's response was dismissive and curt. I found this approach to be unhelpful and felt it fell short of the professional standard I would expect when visiting a medical practice.

Waiting times got worse after practice merger

A very inefficient practice. The merger of two separate locations was not the best idea, as waiting times have noticeably increased since the consolidation.

Long wait on the phone line

Had to wait a considerable time when calling the practice.

Thorough care with helpful follow-up messaging

The clinician at this practice is excellent. They conduct thorough investigations, maintain regular follow-up contact through messaging, respond promptly, and are genuinely pleasant to interact with.

Triage experience

Request to see a GP or advanced practice to discuss post operative concerns was declined by triage GP . Instead I was contacted by a physician associate . I asked to speak to a GP or advanced practice nurse which was refused by the PA . Against my wishes she spoke with a GP and texted me with inadequate advice. I was contacted by someone at the surgery to say that my request to speak to a GP was unnecessary and that the physician has left me has had associate was one step below a GP . I know that's not true and found that concerning. I was given an appointment in 10 days time with my request to speak to any GP or Advanced practice nurse , but that was refused . The whole experience was distressing and has left me feeling like an inferior patient

Couldn't get through to book an appointment

I was unable to secure an appointment after attempting to book, which led me to transfer to a different practice as accessing local medical care should be a more straightforward process.

Long wait but staff eventually sorted it

Waited significantly longer than expected for a vaccination appointment. Had booked a time slot in the afternoon, but the appointment ran considerably behind schedule. There were multiple staff members at reception, though communication about the delay could have been clearer. Eventually received the injection much later than the scheduled time. Would have appreciated better information about what vaccine was being administered.

Hard to book appointments with preferred doctor

I relocated some time back, but I've learned that obtaining an appointment at a preferred location and with a chosen healthcare provider has become increasingly challenging, particularly when you need to explain your medical concerns to administrative staff who lack clinical training. It makes me curious about which practitioners endorse these current arrangements.

Long wait on the phone queue

I recently called the practice with a general enquiry rather than to book an appointment. Although the system indicated I was first in the queue from the start, this appeared to make little difference. I waited approximately 40 minutes before anyone answered my call. The experience left me feeling that my contact was viewed as a burden rather than a genuine patient need. I felt the practice prioritised their own operations over attending to patient inquiries.

Friendly reception staff answered all my questions

Only good recommendations! The clinical staff member demonstrated competence and expertise, consistently showing attentiveness and empathy throughout my care. Special thanks to the reception team member, who was very friendly and kind, and patiently addressed all of my questions. Thank you very much!!!

Slow verification process delayed visa timeline

This experience has been extremely frustrating. My family needed documentation verified for travel purposes, which required a simple review and authorisation. We were initially advised this would take two weeks, yet after nearly three weeks and several visits, the task remains incomplete. The reception staff were unhelpful throughout, and the delay has now caused us to miss our intended travel timeline. We received vague assurances about a potential 28-day wait and a callback that hasn't materialised. This is a straightforward administrative task that other practices complete within a day. The lack of urgency and responsiveness has been deeply disappointing and has significantly impacted our family's plans.

Reception staff helpful with surgery booking

I recently had a minor surgical procedure and was extremely pleased with the experience. The clinical team demonstrated professionalism and attentiveness throughout, taking great care with every aspect of the treatment. The administrative staff at reception were equally helpful and welcoming. I'm very grateful for the standard of care provided. 🙏😊

No callback after two weeks of waiting

This practice needs urgent action from the NHS or regulatory bodies. The situation continues to deteriorate and feels completely inadequate. I contacted the practice requesting an appointment and was informed my call would be reviewed and someone would get back to me. It has now been two weeks without any contact from clinical staff. This is an extremely disappointing level of service.

Wasted day off for cancelled walk-in appointment

I attended a hospital facility for a walk-in imaging appointment after taking time off work. However, upon arrival, I was informed that the procedure would not be carried out. I was given a reason relating to safety concerns about the imaging method. This experience left me questioning the decision and I would suggest others consider the implications before agreeing to this type of procedure, given the concerns that were raised during my visit.

Care navigators lack compassion and understanding

I have found this practice to be quite unhelpful. It is very difficult to see a preferred clinician, and the administrative staff members seem to function more like automated systems rather than providing genuine support. I was a long-standing patient at the previous location and was satisfied with the care I received there, but since the transition to the Partnership, I have become significantly disappointed with both the service and the standard of care I am now experiencing.

Confusing processes make appointments difficult

This practice appears to have significant organisational challenges that create a frustrating experience for patients. The systems in place seem unnecessarily complicated and difficult to navigate, resulting in what feels like an overly bureaucratic approach to patient care.

Waited six days for a doctor to call back

I would give a lower rating if possible. This practice has declined significantly from its previous standard. I experienced a substantial delay waiting for a callback from a clinician, during which my condition deteriorated considerably. I contacted an out-of-hours service who directed me to an urgent care centre, where I was assessed and subsequently referred to the emergency department at a hospital. I was seen by two clinicians there who provided excellent care. However, I am deeply disappointed with this practice's response. The length of time required to speak with someone was unacceptable, and while an apology was offered, the situation should never have reached that point. I would not recommend this practice to others.

Dismissive approach to patient concerns

Consistently appears to seek ways to avoid addressing or resolving matters. Quite disappointing experience overall.