Crayford Town Surgery

Terrible Customer Service, Impossible to Schedule

They're impossible to reach by phone, and even when you do get through, scheduling an appointment takes forever - like three months! You won't receive the assistance you're seeking. They consistently fail to return calls, leaving you feeling completely disrespected and ignored.

Nightmare at Queen Mary's Sidcup Emergency

Utterly appalling customer service from this medical practice. I phoned in the morning inquiring about available appointments and was directed to complete an e-consult. After following their instructions and experiencing technical issues with the system, I called back and was assured someone would contact me by 18:30. Unsurprisingly, that promise was completely false. I ended up waiting at the emergency walk-in clinic at Queen Mary's Sidcup until 2 am, where I finally learned my son has a chest infection, double ear infection, and throat infection. The most frustrating part? We were unable to communicate directly with our general practitioner.

Missed Calls and Endless Waiting at Surgery

Absolute Chaos!! This morning at 9am, I was told to "anticipate an email or text message in response." Surprisingly, the doctor phoned me at midday, but I missed the call! Calling the surgery again, I was informed to expect a callback anytime before 6pm. I spent the entire day waiting, then rang them at 5:20pm, only to be told I'd been called at 4 pm. Upon checking my phone, there was absolutely no record of any missed call. Then I was informed that the doctor had already left for the day!!! (So their 6pm promise was completely meaningless) Previously, I was with Pilgrims Way in Dartford, who were absolutely exceptional at returning calls and providing overall service. This current surgery falls far short of those standards. Now I'm forced to wait until tomorrow for yet another callback. What an absolute delight!!

Wasted Hours on Terrible E Consult Call

Wasted almost two hours waiting on hold, and just as I was about to be connected, the call dropped. Their e-consultation service is completely useless, leaving me with a backlog of unresolved medical questions that should have been addressed ages ago. I'm definitely planning to switch healthcare providers in the very near future.

Urgent Care Saved Us at Erith Medical Centre

My 7-month-old grandson is suffering from pink eye, and when I called the doctors, they refused to see him! Both his eyes are severely affected, and he also has a persistent cough. I took him to Erith Medical Centre, where we waited around an hour but eventually saw a doctor who diagnosed him with a chest infection as well. Crayford town Doctors need to improve their patient care and stop directing people to complete online forms only to ultimately be referred to the emergency room. They must start actually seeing patients and providing the medical attention they need.

Hayely's the Only Decent Nurse Here

This digital health platform is an absolute letdown, with staff showing zero empathy or willingness to assist. They clearly use their online system as a way to avoid genuine patient interaction. I'm actively seeking a medical practice that demonstrates real compassion and personal connection. Hayely stands out as the sole healthcare professional who seems to genuinely care, but the moment you can't see her, you're handed off to an unfamiliar practitioner who makes critical decisions without knowing your history. Completely unacceptable.

Waited Days for E-Consult Response

I initiated an e-consult on Monday morning and was asked to upload images for the doctor's review. I sent them immediately, yet as we approach the end of Thursday, I've still received no response! Attempting to reach them by phone is futile - you can never get through, and as a working professional, I can't waste an hour waiting. This isn't my first experience of disappointment with this practice. Previously, I've scheduled telephone consultations, waited the entire day, and received no call. When I followed up, no one could explain why I wasn't contacted, despite the appointment being booked two weeks in advance. Additionally, my partner was scheduled for a Covid vaccination on a Saturday, received a confirmation text, but upon arrival, found the staff had already left. It's becoming ridiculous - other healthcare facilities, including A&E, are seeing patients face-to-face, so why can't our GP? Covid is no longer a valid excuse!

Impossible to See a GP at This Surgery

I want to preemptively clarify that my criticism is directed at the management, not the dedicated staff or nurses who maintain a professional demeanor. The reality is that securing an appointment with a GP for follow-up or non-urgent consultations has become incredibly challenging. The telephone system is fundamentally ineffective, especially for working individuals who cannot readily drop everything to answer an unscheduled call. They persistently invoke COVID as a justification, but what about their fundamental responsibility to provide patient care? The level of service is absolutely unacceptable and has left me thoroughly disheartened!

Dr. Harris-Faulkner Made My Covid Shot Painless

Successful procedure. The surgical team was incredibly friendly and supportive. I received my COVID vaccination from Dr. Ethan Harris-Faulkner, and the injection was completely painless!!!

Heartless doctors ignored my family's health crisis

I've never encountered such a blatant misuse of authority. My children have been instructed to endure their symptoms for as long as six weeks, with a clear lack of compassion, and it's disheartening to realize this is the first time in years I've sought assistance, given how incredibly challenging it is to handle an entire family's illness (myself included)...and no, this is not a COVID-related situation.

Frustrated by Covid Excuses at Medical Reception

I've sent multiple emails requesting my medical details and online record access to minimize disrupting the surgery's workflow. Their response was: "Thank you for your email, we have a print out of your immunizations waiting for collection at Reception." Why wouldn't they email this? They have my email address! Why not consider reducing patient contact during covid? Extremely poor practice. "Regarding your patient access account number and passcode, we are currently unable to process this due to Covid." I was utterly astounded and enraged by their covid excuse. Absolute nonsense. As an NHS employee using the same system, I know it takes mere seconds to email these details directly from the clinical system. I had to physically visit to inquire and understand what aspect of covid supposedly prevented them from sending my information. The reception staff member claimed she couldn't assist because of covid. I offered to demonstrate the process, but she remained adamant, stating they needed to consult their IT department, who were apparently too busy due to covid. This is completely fabricated! Contacting NELCSU would reveal the absurdity of these claims. It demonstrates terrible management. Additionally, I completed a consultation for my son last Friday, and still no voicemail, call, or message has been received. She repeatedly attributed everything to covid, suggesting other matters were more critical than my request. I genuinely pity her and any patients who might encounter such unhelpful service. I'm preparing a formal complaint. This falls drastically below acceptable standards. I'm entitled to my own records, and despite offering assistance, I was summarily dismissed. She couldn't even provide the practice manager's name and merely suggested looking online.

Long Hold Times, Friendly Nurses

I've been a patient at this medical practice for three years, and overall, my experience has been relatively smooth. The main drawback is the lengthy wait times when trying to connect with staff or schedule an appointment. However, the reception team is generally helpful. I've consulted with two doctors who, in my opinion, lack warmth and don't seem particularly thorough in understanding my health concerns. Currently, the practice offers an online e-consult system, which can be inconsistent, but I typically receive a response via email or phone. If you're seeking an appointment, I highly recommend nurse practitioners Hayley Tossell and Paula Ryan. They are both incredibly personable, welcoming, and consistently maintain a positive attitude. Additionally, Practice nurse Jacki, who administered my injection, was exceptionally kind and friendly.

Urgent care saved me after email dismissal

On September 14th, I submitted an online consultation regarding a severely infected ear and awaited a medical professional's response. At 6 PM, a doctor emailed back, dismissively claiming it was merely inflamed and not cause for concern. Unsatisfied with this response, especially as I was experiencing alternating hot and cold sensations, I proceeded to urgent care. There, a physician expressed serious alarm, suggesting I might be exhibiting early signs of Sepsis - a potentially fatal condition - and potentially requiring immediate hospital admission and intravenous treatment. After additional examinations, I was prescribed antibiotics and instructed to monitor my temperature closely, with instructions to seek hospital care if it remained unstable - a plan I intend to follow. The initial doctor who responded via email appeared indifferent to my reported symptoms, and the reception staff seemed equally disengaged. As a result, I am actively seeking to transfer my medical care to a different practice as soon as possible.

Broken Thumb, No Sick Note, Total Frustration

Absolutely terrible service. I visited the hospital with a fractured thumb, and the physician insisted my general practitioner should provide a two-week medical leave certificate. Predictably, I never received it. Now I'm forced to return to work with an excruciatingly painful thumb injury. The receptionist was completely unhelpful and discourteous. I sincerely hope someone in management will investigate these ongoing issues. It seems everyone has complaints about their staff, yet nothing ever changes. They demonstrate a complete lack of concern for patients and their medical challenges.

Terrible communication for urgent medical needs

I have been persistently attempting to secure the necessary medical care for my father-in-law on his behalf. With limited English proficiency, he urgently requires surgical intervention and is suffering from intense, crippling pain. The medical staff have been ineffective in addressing his situation, and now when I attempt to contact them about obtaining additional pain relief, I cannot even reach anyone. I am completely appalled and have never encountered a medical practice's administrative staff so discourteous, callous, and unaccommodating. They seem intent on dismissing patients as inconveniences. And their Google rating averages a mere 2 stars? THEY DESPERATELY NEED TO REPLACE THEIR RECEPTION STAFF OR PROVIDE COMPREHENSIVE TRAINING

Frustrating doctor's appointment left me hanging

A complete waste of medical resources! This general practitioner is an embarrassment to the National Health Service and provides absolutely no value to patients.

Dad's Care Made All the Difference

A heartfelt thank you to the entire medical team at the surgery. Your compassionate care and exceptional support during this challenging period for my father have been truly remarkable. Your dedication and kindness have not gone unnoticed, and we are deeply grateful for everything you've done.

Terrible doctors who didn't even examine me

These medical professionals display a complete lack of courtesy and support. I'm actively seeking alternative surgical care. The physicians seem to put on forced smiles and hastily dispense prescriptions without conducting proper examinations. Truly unsettling...

Rude Staff Ruined My Medical Experience

This surgical experience was absolutely abysmal. The female representative on the phone displayed an incredibly unprofessional demeanor and rudely terminated our call when I simply inquired about my COVID-19 test results.

Quick GP Visit, Zero Personal Interaction

Top-notch general practitioner I've encountered. They dispense prescriptions without a physical examination, entirely through a digital application process. Completely reliable...