Chislehurst Medical Practice

Receptionists made me feel quite uncomfortable

The reception staff were unwelcoming and created an uncomfortable atmosphere.

Friendly reception staff made the visit pleasant

Excellent medical practice

Reception staff need better training here

The clinical staff have been excellent in my experience, however the front desk service leaves much to be desired. They don't return calls promptly, can come across as dismissive, and on one occasion attempted to close the doors several minutes before the stated closing time, becoming frustrated when I arrived to collect a document. It's disappointing given the quality of care elsewhere in the practice.

Busy practice that really listens

A hectic surgery that operates with efficiency, demonstrates compassion, and provides useful assistance.

Staff listen and appointments come through quickly

I find all members of the team to be courteous and supportive. I am generally able to secure appointments within a reasonable timeframe that suits my requirements, and the clinical staff consistently allocate sufficient time to hear my concerns. I have attended multiple practices throughout my life, and this one stands out as the most satisfactory for numerous reasons. Thank you!

Impossible to get an appointment here

The appointment booking system is frustrating as availability is limited to specific calling windows. I rang during the designated time slot only to find myself far back in the queue, and after a lengthy wait for a callback, I was informed that all available slots had already been taken.

Professional team who listened and helped

I have attended appointments with several clinicians at the practice and also accompanied a family member to their consultation. All of the healthcare professionals I encountered were extremely professional and helpful.

Online booking works well, waiting room screens problematic

With the exception of one particular visit, the standard of treatment guidance and overall care has been outstanding. The online appointment system is straightforward and works well. The waiting area displays do present a concern, as they run continuously on a repeating cycle and can be quite distracting, potentially causing distress to certain patients. This has led to individuals not hearing their names being announced, which creates delays affecting both clinical staff and patients. It would be beneficial to use these screens solely for showing which patients are being called next, rather than including looping video content with sound.

Loyal family practice despite appointment availability challenges

I recently reviewed the feedback for our local medical practice for the first time. I noticed that while there are some negative comments, they are spread out over a considerable period. The same GP has been our family's doctor since we relocated to the area with a young child, and continues to be our GP over two decades later, now that our children are adults. Although scheduling appointments with a specific practitioner or any available doctor at the surgery can sometimes be challenging, I recognise this reflects broader resource constraints rather than any failing of the practice itself. The area has experienced significant population growth, resulting in a shortage of medical professionals and facilities, with practitioners having limited time allocated per patient to accommodate everyone requiring care. I felt compelled to highlight that the GP we see regularly and all other clinical staff at the practice, including nurses, have consistently demonstrated professionalism, compassion, clear communication, and efficiency. Due to personal circumstances, I may need to relocate and would no longer be able to use this practice. As I run a business in another area and may potentially move there, I am aware from conversations with clients in that region that the quality of GP services available is considerably lower than what our family has experienced here. For those who find themselves dissatisfied with this practice, I would encourage them to experience healthcare elsewhere and make comparisons—this would likely reveal that challenges within the NHS are systemic rather than specific to individual surgeries. Such concerns might be better directed toward elected representatives, whose policies shape healthcare funding. Ultimately, voting for different governance would be more constructive than criticising dedicated healthcare professionals. I have tremendous respect for my long-standing GP and would genuinely miss access to this practice should I need to leave the area.

Long phone wait with unhelpful information

Spent considerable time on hold before finally reaching someone, though the initial information provided was not particularly helpful.

Reception staff unhelpful during lengthy phone waits

The reception team came across as unhelpful and unwelcoming. The clinical staff appeared disengaged during consultations, seeming more focused on moving through appointments quickly rather than thoroughly considering the presenting concerns. They appeared to readily accept initial information without exploring matters more deeply. Getting an appointment proved challenging, requiring lengthy phone waits of 30-40 minutes, with available slots often falling at inconvenient times. Following a blood test, I was advised to expect results within 3-5 days. However, after three weeks and two follow-up attempts, an administrative staff member indicated the results were satisfactory and explained this was why no call had been made. When I sought clarification on what satisfactory meant, they were unable to provide further detail. I requested a telephone consultation with a clinician and was informed the earliest available slot was three weeks away. The overall experience felt frustrating and poorly managed.

Always able to get an appointment when needed

I consistently manage to secure appointments. The clinical staff here are excellent. This is a great medical practice.

Impossible to book appointments in advance

The practice does not appear to offer advance appointment booking. When appointments are unavailable, patients may be redirected to another location that is situated at a considerable distance, which can present significant challenges for those with mobility difficulties.

Prescription delays and unhelpful staff attitude

I submitted a request for a repeat prescription to avoid needing an in-person consultation on Thursday, but it remained unavailable until the following Tuesday. The team seemed more focused on explaining delays rather than finding solutions, and when I have needed medical attention, securing an appointment at a suitable time has proven extremely difficult. This experience has led me to decide to switch to a different practice.