Chislehurst Medical Practice

Always felt listened to and cared for

I have consistently received pleasant and excellent care at this practice.

Efficient service from the moment I joined

I recently became a patient at this practice and found the healthcare service to be quite efficient and supportive.

Practice turned away poorly baby without assessment

I contacted the practice to request an appointment for my young child who was unwell, but was informed that there were no available slots. I was advised to administer over-the-counter pain relief and to contact the NHS helpline if the situation worsened. My child's condition deteriorated significantly, and I had to take her to the accident and emergency department where she was found to have a serious viral infection stemming from a throat infection. In my view, medical practices should prioritise appointments for infants and young children, as their illnesses can escalate quickly and pose genuine health risks.

Long walk for a dismissive appointment

I made an hour-long journey to the clinic only to be informed that no assistance could be offered. This felt like a poor use of time for everyone involved, particularly as the information I needed to share had already been submitted through the online consultation system beforehand. The appointment could have been handled through that same system rather than requiring an in-person visit. It's frustrating when appointment slots are limited, as this time could have been allocated to another patient with more pressing needs.

Triaging system made getting appointments impossible

The triaging process at this practice feels inefficient and impersonal. Staff managing appointments appear dismissive and unhelpful. Despite lengthy waiting periods, accessing a consultation with a clinician remains extremely difficult, which has led me to seek private healthcare alternatives.

Felt truly listened to and cared for

The clinician at this practice was brilliant, and I'm very grateful for their compassion and support.

Convenient location but phone lines get busy

We have consistently been satisfied with the standard of care provided to my family and myself. The practice is also conveniently situated. The main drawback is that telephone access can sometimes involve lengthy waiting times.

Long wait despite booking ahead

Waited significantly longer than expected for my scheduled appointment. The reception staff were unwelcoming. The technology systems felt outdated with no modern self-service options available. The toilet facilities appeared poorly maintained. The clinical spaces had an institutional feel rather than a welcoming medical environment. The overall cleanliness, sanitation standards and air quality throughout the premises were disappointing. It is unfortunate that NHS funding is allocated to a facility that could benefit from substantial improvements and modernisation.

Struggling to book appointments since the merger

The practice was previously of a high standard. However, following the merger, I have found it increasingly difficult to secure doctor appointments, which has significantly diminished the value of using the service.

Triage process blocked access to urgent care

I called the practice early in the morning recently, requesting an urgent appointment as I was experiencing significant health concerns following a long and stressful flight, and had already been unable to get support from another service over the weekend. The appointment system appears to be designed in a way that makes it difficult for patients to access care. The person handling my call seemed dismissive of my concerns. I am not someone who frequently seeks medical attention and have only used this practice a handful of times over many years. I was informed that I would need to wait several days before being assessed, with no guarantee of when an appointment might be offered. The staff member also suggested I seek help elsewhere rather than arranging an appointment with the practice. I subsequently attended a private clinic, where I was seen immediately and received urgent referral to hospital for a serious cardiac condition. The medical team indicated that prompt intervention was critical. I have serious concerns about the quality of care and accessibility at this practice.

Practice left me chasing hospital for test results

Extremely poor service in my experience. I sustained an ankle injury and requested follow-up care from this practice. More than three weeks later, I still had not received my test results. I was told I would need to contact the hospital directly to obtain them, despite being informed during my scan that results would be sent back to the practice immediately. I was left waiting in discomfort for over three weeks, and ultimately had to chase the hospital myself for information. This level of service is completely unacceptable. I would recommend considering alternatives if possible.

Repeated mistakes and broken promises left unresolved

The experience has been disappointing. There have been repeated instances of poor service delivery. Commitments to follow up have not been honoured, leaving matters unresolved. The approach taken by staff has felt dismissive and unhelpful, with a sense that concerns are not being taken seriously, making it harder for patients seeking assistance.

Promised callback never arrived for child concern

Why would I contact the practice to report a concern about my child only to be promised a callback that never materialises? It doesn't make sense to me. If I'm calling to raise an issue, I would expect to be offered an appointment rather than left waiting for contact that doesn't come. Additionally, we have been attempting to access specialist care for our situation, and after two years there has been little meaningful improvement. Instead, it feels like we're being passed between different services without resolution. It's quite frustrating.

Receptionist rearranged appointment without fuss

I submitted an online consultation request in the early morning and received a phone call from a helpful receptionist around midday offering an appointment time that didn't suit my schedule. The receptionist was accommodating and rearranged it to a more convenient afternoon slot at the practice location. The service was excellent and much appreciated.

Phone queue system didn't work as promised

I have been attempting to book an appointment using the new contact number, however the waiting queue consistently exceeds 30 positions. I also attempted to use the callback feature, which provided a link to track my position in the queue. Despite reaching the front of the queue, I did not receive the expected callback.

Phone queues make appointments impossible

Unfortunately, this practice has significant issues. The clinical staff are not the problem, but the operational processes are concerning. It is extremely difficult to reach the surgery by telephone, with waits frequently exceeding an hour. On several occasions, I have had to visit in person, and there have been instances when no one was available at reception. The practice would benefit from additional staffing resources to manage demand more effectively. It seems unreasonable that telephone callers experience such lengthy delays even when positioned first in the queue.

Reception staff went the extra mile

Visited the surgery to inquire about whether a family member had received a specific vaccination in the past, and a member of the reception team made a genuine effort to assist with the request.

Phone queues long but staff are friendly

Getting through on the phone to book an appointment takes quite a while, though the team handling calls are exceptionally pleasant and welcoming. The reception staff in the practice are equally supportive, and I was able to see a capable clinician.

Long phone queue blocked emergency access

I am very disappointed with my experience at this practice. I spent a considerable amount of time attempting to reach reception to request an emergency appointment, during which the call was disconnected. My young child was displaying a concerning symptom that required medical attention, and I found it extremely difficult to access care through this route. As a result, I have had to seek alternative medical services elsewhere. I find this situation frustrating and would appreciate contact from management to discuss what happened. While I have found the clinical staff to be excellent, the accessibility issues I experienced are concerning and need to be addressed.

Long phone waits and unhelpful reception staff

I experienced significant difficulties with the service. I waited an extended period on the telephone line for test results despite appearing to be first in the queue, which suggested limited phone availability. When I eventually got through, the results were not prepared as expected. I subsequently visited the practice after being informed my results were ready, only to discover they needed to be retrieved from another location, requiring additional waiting time at reception. The receptionist's manner was dismissive and unhelpful, with a curt tone that seemed inconsistent with providing adequate support. While I acknowledge the service is provided at no cost, the overall experience reflected organisational inefficiencies that were frustrating to navigate.