Churchill Medical Centre

Heartless doctor delays grieving family's funeral plans

Stuck at the doctor's office with my elderly mother, waiting over an hour for my brother's death certificate to be signed. The GP, who's just returned from vacation, is delaying our urgent paperwork. Despite arriving before her work hours, she prioritized other patients over signing a simple document. It's appalling treatment for a family who has been loyal to this practice for half a century. A mere moment could resolve our situation, but instead, we're forcing a grieving, 78-year-old woman to sit and wait, adding to the emotional strain of losing my brother just nine days ago. The callousness and lack of compassion are truly disheartening.

Frustrating appointment booking with poor location options

I attempted to schedule a consultation at Churchill Kingston on a Tuesday afternoon, only to be presented with an appointment at Tudor Drive the subsequent Monday. Upon contacting the clinic, I was informed that all time slots were fully reserved (clearly including the Monday in question) and was directed to either Tudor Drive or Surbiton locations. It's absolutely absurd how they can block out appointments for more than a week and then suggest a medical facility that is completely inconvenient and distant from my original request. Completely unacceptable!

Quick and caring vaccine consultation

The vaccination consultation was efficient, with Jean, the nurse, demonstrating expert knowledge and a highly professional approach during my appointment.

Reliable healthcare with minimal hassle

Generally works well for my needs, scheduling visits and consulting with healthcare professionals without hassle.

Worst healthcare experience ever terrible service

Absolutely dreadful medical clinic - I'd rate them negative five stars if I could. Their patient care is nonexistent and they clearly don't prioritize people's health. Getting an appointment is a nightmare, with a ridiculous two-week wait just to receive a brief phone consultation. They consistently drop the ball on following up with test results and demonstrating any sense of professional responsibility. Anyone seeking a dependable healthcare provider should steer clear of this practice entirely.

Unhelpful staff blocked my urgent medical need

I reached out this morning to schedule a medical consultation, and the staff demanded excessive information. I was seeking an urgent appointment for a critical health concern, but the receptionist pressured me to disclose personal details. Despite my request, I have yet to receive any follow-up communication.

Terrible service from unhelpful medical practice

Utterly ineffective and discourteous. Their instant response is always "we cannot assist, contact 111," and this occurs with alarming frequency. Whether this reflects broader NHS incompetence or just this specific clinic's shortcomings, they absolutely deserve a single star rating.

Booking nightmare that makes patients want to scream

I was skeptical that their scheduling platform could deteriorate further, but switching to Anima has proven me wrong. You're forced to waste ten minutes filling out a convoluted form requesting redundant details like age and gender (which are already in your patient file), and the form itself prevents you from entering precise information (not that it's consequential, since the physician will ignore the form contents anyway). Be particularly cautious, as the appointment allocation now occurs online with no clear indication that the slot is at their Surbiton satellite clinic (I'm registered in Kingston, so why would I possibly want a consultation miles away?). The entire system's design is blatantly exclusionary towards neurodivergent and dyslexic patients - but this is unsurprising, given the NHS's apparent indifference to mental health concerns.

Frustrating website design for older users

Navigating the system is overwhelmingly complicated, with an excessive number of inquiries and intricate forms that pose significant challenges, particularly for older individuals. The entire process is completely ineffective and impractical.

Worst experience ever at this restaurant

Absolutely terrible customer support

Terrible booking system ruins great medical staff

The medical personnel - from front desk staff to nursing and physician teams - are exceptionally supportive and professional, but I'm constrained to award a single star because of the absolutely atrocious Accrux appointment scheduling platform. It's abundantly clear that whoever designed this system never actually experienced using it or conducted proper user testing. Navigating the system feels like an exercise in futility, perpetually trapping users in endless, frustrating loops, and I've found it completely unworkable to secure an appointment through Accrux. While the clinic's staff might be outstanding in every conceivable aspect, their excellence becomes meaningless if patients cannot even schedule a consultation. Accrux represents a quintessential illustration of the current NHS dysfunction - a previously stellar service being systematically undermined by non-medical corporate entities attempting to impose their profit-driven technological frameworks.

Worst customer experience ever

Absolutely terrible customer service experience.

Painful phlebotomy ordeal at churchill kingston clinic

I had an unsatisfactory encounter with the Phlebotomist, Tsoi (0 stars). As a long-standing patient of Churchill Kingston for 21 years, I have consistently admired the exceptional professionalism and warmth of the medical staff, rating them 5 stars. Unfortunately, this recent interaction substantially altered my perception, and I earnestly hope for future improvements. My overall rating is 3 stars. I acknowledge that my veins are challenging - small and deep - which can complicate blood collection. However, this was unquestionably the most excruciating and traumatic procedure I have ever endured. During the initial attempt, she probed for a vein in my hand, inserting the needle and repeatedly maneuvering it in various directions - left, right, and deeper - causing extreme discomfort without successfully drawing blood. I then recommended an alternative site that had previously worked well, which she acknowledged as suitable after palpating the vein. Yet the second attempt proved equally unsuccessful. Again, she manipulated the needle extensively, causing intensified pain, and still failed to collect any blood. Following the second unsuccessful attempt, I wished to terminate the procedure, but she adamantly insisted on a third try. During this final attempt, after additional painful needle repositioning, she ultimately succeeded. While she apologized for the pain and warned me about potential bruising, she also suggested that I had somehow misled her regarding the second site, despite her prior confirmation of its appropriateness. I was utterly stunned by her apparent lack of technical competence and poor interpersonal communication. This experience has left me profoundly disappointed and genuinely concerned. I sincerely hope the clinic addresses such critical issues to guarantee a more compassionate and professional patient experience in the future.

Endless wait with terrible patient care service

Absolutely dreadful medical practice. My scheduled appointment was set for 11:10, yet I was still sitting in the waiting room at 11:57, enduring nearly an hour of delay. To make matters even more frustrating, patients who arrived after me were seen before I was, completely disregarding the order of arrival.

Terrible service turned into surprising customer delight

I'm absolutely exasperated with their latest reservation platform. It's impossible to secure a straightforward appointment or receive a meaningful response. I've been attempting to reach them by phone, and the line has been ringing continuously for half an hour. Update: I must acknowledge that significant improvements have been made. With the introduction of the online form and mobile application, they now provide prompt responses, and the entire staff is incredibly friendly and supportive. The medical professionals are genuinely compassionate and kind.

Frustrating booking process with unhelpful scheduling

Securing an appointment at this medical practice is practically unattainable for anyone with professional commitments. While the reception team demonstrates politeness and helpfulness, the booking procedure has become utterly frustrating. The scheduling window is absurdly restrictive, allowing only appointment requests between 7-1, after which a time-sensitive link is dispatched. Potential patients must then select from three Churchill centre locations. Punctuality is not merely a challenge but a complete failure here. At the Tudor centre, I endured a wait exceeding an hour. A scheduled phone consultation with Surbiton ran 25 minutes behind, causing me to miss the call during a work meeting. When I explained my situation, the staff responded with remarkable curtness, effectively blaming me for their tardiness. The entire medical practice requires a comprehensive restructuring of its operational systems. In its current state, the service is fundamentally inadequate.

Reliable medical care through the decades

Smooth sailing all the way. I've been a patient at this practice since the late '90s, and throughout my entire time here, scheduling and medical treatment have always been top-notch without a single hiccup.

Terrible customer service and zero communication

Impossible to get any assistance when attempting to book online with Apply! Reaching out to their reception proves equally futile, as they consistently fail to provide any meaningful support or response.

Terrible customer service ruins entire experience

Completely dissatisfied with their service from start to finish.

Exceptional doctor who truly cares about patients

My recent consultation with Dr. Chiu was a refreshing departure from previous medical encounters. Given my history of disappointing healthcare interactions, I was genuinely impressed by the exceptional quality of service and genuine care I experienced. I arrived with a couple of specific health matters but found myself comfortably discussing additional wellness concerns. Dr. Chiu demonstrated remarkable patience, never seeming rushed or reluctant to address each of my questions comprehensively. His extensive medical knowledge was evident through his articulate and detailed explanations, which helped me feel completely comfortable and informed. Dr. Chiu's professional approach and compassionate manner were truly outstanding. I found myself wishing that all medical professionals would emulate his standard of patient care. His dedication to understanding and addressing patient needs, combined with his willingness to go beyond standard protocol, made my healthcare experience truly exceptional. I cannot recommend him highly enough!