Chislehurst Medical Practice

Receptionist dismissive about delayed sick note request

I requested a sick note almost a week ago and contacted the practice about its status. It took over half an hour to get through when I finally reached someone, and I found the interaction quite unpleasant. When I mentioned I hadn't received any update, I was told it wasn't yet late in the day. Given what my family is currently dealing with, I felt this response was insensitive and unhelpful from the reception team.

Reception staff hung up without explanation

This practice has deteriorated significantly over time. The reception team appears unwilling to provide assistance and seems intent on dismissing patients. After enduring a lengthy wait to speak with someone at reception, I was placed on hold without explanation and the call was subsequently ended without warning. This experience was deeply disappointing.

Felt listened to and well supported

Excellent experience overall 🙏

Phone queue waits are far too long

The waiting period within the queue system feels excessive. The repetitive messaging combined with substantial delays in a small queue is frustrating. Online booking options are limited to appointments several weeks ahead, with only certain routine services available for more immediate scheduling. The telephone system and appointment booking process feel outdated, and there is hope that upcoming changes will bring necessary improvements.

Receptionist went the extra mile with appointments

I wanted to express my gratitude to the clinical staff and reception team at this practice. It's unfortunate that people tend to share negative experiences more readily, but I felt compelled to highlight when things go well. The receptionist demonstrated helpfulness, courtesy, and genuine willingness to assist me with scheduling my appointments. They were a real asset to the practice. I have been seen by two different members of the clinical team, and both have been excellent. The information they provided has given me real confidence in the care I'm receiving, and they have consistently gone above and beyond. They showed kindness and gentleness throughout my visits. Thank you sincerely for the assistance and support provided. While it's true that not every situation can be resolved perfectly or meet everyone's expectations, the approach and care shown has made a meaningful difference.

Felt truly listened to and cared for

One of the clinicians at the practice is among the loveliest people I've encountered and has provided me with tremendous support. They demonstrate genuine care and flexibility, listen carefully to what I have to say, clearly prioritise my wellbeing, and go above and beyond to assist in every way possible. They are an outstanding asset to both the practice and the medical profession as a whole.

Long wait on the phone line

I was kept waiting on the telephone for an extended period of time.

Long wait times for urgent appointments

The waiting time for an appointment was extremely lengthy, and when the appointment was eventually provided, it was conducted by telephone rather than in person. For those requiring urgent care, the process felt inadequate and frustratingly slow.

Misleading information and poor communication throughout

The practice has become quite disorganised. There seems to be a lack of clear communication and information provided. The clinicians appear frequently unavailable and prescription authorisations take considerable time to process. The service quality has declined from what it previously was. UPDATE: I attended to collect test results that I had been informed would be available for same-day collection. Upon arrival, I found the practice had closed unexpectedly for staff training without prior notification to patients.

Receptionists were dismissive and unhelpful

The reception staff and clinical team were unhelpful and dismissive during my visit. I found the consultation to be rushed and felt that my concerns were not properly heard or addressed. The experience left me feeling frustrated with the level of care provided. I would recommend considering alternative healthcare providers if you have the option to do so.

Phone queue left me hanging and frustrated

Being kept on hold for an extended period before the call was disconnected proved incredibly frustrating. It's disheartening to feel unheard when seeking assistance. The practice would clearly benefit from additional resources.

Reception staff need better training on calls

The clinical care I received was absolutely wonderful, however the reception team's service was very poor. Calls are frequently not returned and the wait times to get through are extremely long. On occasions when I have managed to connect, the call has been disconnected.

Receptionists unhelpful with vaccine booking queries

The reception staff at this practice came across as unhelpful and appeared unfamiliar with how their appointment system operates. When I sought assistance with arranging a vaccine, they declined to assist and suggested that responsibility lay elsewhere, citing differences between local areas despite the practice using the same platform as others. Rather than engaging with my query or exploring solutions, they maintained that this fell outside their remit. Having reception staff handle initial patient contact and query management in this manner raises concerns about the quality of care and support available to those using this practice.

Phone lines constantly busy and slow

This practice has significant issues with its service quality. The administrative team can be unwelcoming, and telephone lines are difficult to reach. Wait times when calling can be extremely lengthy. I would not suggest this surgery to others.

Phone queue waits make registration frustrating

The clinical team at this practice provides adequate care, and this feedback does not concern their treatment approach. However, the administrative team responsible for patient registration presents a notably different experience that significantly detracts from the overall service. Issues include substantial delays when navigating the telephone queue system, instances where calls go unanswered despite being first in line, and interactions that feel dismissive or unresponsive to patient needs. The administrative barriers are frustrating enough that accessing services through alternative routes appears to be a more straightforward option than contacting the practice directly.

Frustrating wait for limited appointment options

Received a text message prompting me to arrange a vaccination appointment. After waiting on hold for an extended period, I was informed that the only available slot was on a date when I would be unavailable. No alternative options were offered at that time, with the possibility of further appointments becoming available at a later stage. I was disappointed with this experience.

Medication requests through letterbox only

As a single parent managing the care of two young children, one with significant additional needs, I have found the requirement to repeatedly request routine medications through the letter box every two weeks to be impractical and concerning. Balancing full-time work with these arrangements has been extremely challenging. My experience at this practice has been disappointing overall, particularly when compared to other surgeries I have attended previously, which have provided much better support. I feel the current systems in place do not adequately accommodate patients with disabilities and their families.

Reception staff went above and beyond

I registered with this medical practice today and received exceptionally good care. The reception staff were extremely kind and helpful and then one member of the clinical team in particular went well beyond the call of duty to support my individual needs, even when this involved staying after hours at the surgery on a Friday night! I would like to offer an enormous thank you for such commitment, hard work and dedication!

Friendly staff made me feel genuinely listened to

The clinical team and nursing staff provide excellent care and treatment. Along with all the other doctors and reception team members, they deliver a high standard of service. Yes, there are occasions when appointment availability requires some waiting. But that is understandable given the circumstances. They perform very well, taking everything into account. I am very satisfied with the practice and would not wish to seek care elsewhere.

Reception staff made booking difficult and unhelpful

The clinical staff members were lovely and provided good care. However, the reception team fell significantly short of expectations. They came across as unhelpful, lacking in empathy, and occasionally displayed rudeness. Getting through to see a clinician proved difficult, as the front desk staff would employ various tactics to avoid scheduling appointments or providing requested information, often adopting an inflexible stance. This experience of being let down by reception has happened repeatedly. There is genuine hope that this area of service can be enhanced in the future.