Crayford Town Surgery
Bad! (86 reviews)
Bad! (86 reviews)
Feedback reveals persistent challenges with appointment access and booking systems, with patients reporting lengthy waits of several weeks and difficulties reaching the practice by phone. The e-consultation platform receives mixed feedback, with some patients experiencing delays in responses or technical failures, whilst others found the service efficient. Communication gaps emerge as a significant concern, including missed callbacks, cancelled appointments without notice, and limited responsiveness from reception staff. However, several positive experiences highlight courteous reception staff, supportive nursing care, and compassionate medical professionals who provide prompt prescription services. Patients consistently praise specific team members for their warmth and dedication, particularly noting efficient e-consultation processes when functioning well. The overall picture reflects a practice where access barriers and communication inconsistencies create frustration, yet individual staff members and certain service pathways demonstrate genuine commitment to patient care.
Reception experience presents the most polarised feedback, with some patients describing staff as welcoming and helpful, whilst others report rudeness, dismissiveness, and lack of courtesy. Waiting times for appointments and phone responses remain a dominant concern, with patients describing the booking process as unnecessarily complicated and time-consuming. Several reviews indicate that face-to-face consultations are difficult to obtain without first completing e-consultations or phone appointments, creating additional delays in accessing care.
Positive feedback emphasises the quality of clinical care from nursing staff and certain doctors, with patients noting compassionate treatment and effective prescription services. The practice appears to perform better with specific service types such as vaccinations and procedures, where patients report efficient scheduling and minimal waiting times. Continuity of care concerns are raised by some patients, particularly regarding temporary staffing arrangements and the impact on understanding individual medical histories.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reveals persistent challenges with appointment access and booking systems, with patients reporting lengthy waits of several weeks and difficulties reaching the practice by phone. The e-consultation platform receives mixed feedback, with some patients experiencing delays in responses or technical failures, whilst others found the service efficient. Communication gaps emerge as a significant concern, including missed callbacks, cancelled appointments without notice, and limited responsiveness from reception staff. However, several positive experiences highlight courteous reception staff, supportive nursing care, and compassionate medical professionals who provide prompt prescription services. Patients consistently praise specific team members for their warmth and dedication, particularly noting efficient e-consultation processes when functioning well. The overall picture reflects a practice where access barriers and communication inconsistencies create frustration, yet individual staff members and certain service pathways demonstrate genuine commitment to patient care.
Reception experience presents the most polarised feedback, with some patients describing staff as welcoming and helpful, whilst others report rudeness, dismissiveness, and lack of courtesy. Waiting times for appointments and phone responses remain a dominant concern, with patients describing the booking process as unnecessarily complicated and time-consuming. Several reviews indicate that face-to-face consultations are difficult to obtain without first completing e-consultations or phone appointments, creating additional delays in accessing care.
Positive feedback emphasises the quality of clinical care from nursing staff and certain doctors, with patients noting compassionate treatment and effective prescription services. The practice appears to perform better with specific service types such as vaccinations and procedures, where patients report efficient scheduling and minimal waiting times. Continuity of care concerns are raised by some patients, particularly regarding temporary staffing arrangements and the impact on understanding individual medical histories.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Sana L.
6 years ago
Bad!
Long Wait, Zero Help
Deeply frustrated by their customer support. Every time I reach out, I'm subjected to endless waiting periods, only to be met with complete unhelpfulness and no actual solution to my problem. 😞
Luke D.
6 years ago
Bad!
Terrible service, won't go back again
Barely adequate, better to seek alternatives
Jane H.
6 years ago
Great!
Warm welcome from caring medical team
The front desk personnel consistently demonstrate a welcoming and supportive demeanor, and I've generally had positive interactions with most of the physicians as well.
Simon H.
6 years ago
Bad!
Painful Morning, No Help from GP
Following an excruciating back pain episode that left me incapacitated, I reached out to emergency services who directed me to contact my general practitioner. I initiated the call at 8:06 AM, and they assured me a duty nurse would return my contact. Throughout the day, I made three separate follow-up inquiries about the promised callback. When they finally responded, it was a full day later, by which point I had already summoned paramedics and consulted with Crayford Town Hall medical staff. Their delayed and inadequate response is so disappointing that I cannot even justify awarding them a single star rating.
Cindy C.
7 years ago
Excellent!
Paula Ryan saved my appointment wait
Paula Ryan deserves full marks for her service. She consistently meets patients promptly and maintains a warm, supportive demeanor. Unlike the physicians, who often run behind schedule, I find Paula to be my preferred healthcare professional. Securing an appointment is typically a challenging process, with waiting periods stretching around four weeks. I'm perplexed by the practice's ongoing recruitment of new patients when existing patients already struggle to obtain timely consultations. It's hardly shocking that scheduling becomes increasingly complicated under these circumstances.
Christine J.
7 years ago
Bad!
Devastating Smear Test Mistake Shook My Life
I am utterly appalled by this medical practice, which is nothing short of a complete mockery. Attending a smear test is never pleasant for any woman, but given my sister's tragic death from cervical cancer, I knew it was crucial. I underwent the test in March and received clear results after three weeks, which was a relief. However, I was then contacted by a receptionist - who has no medical qualifications - claiming I had contracted an STI. Her matter-of-fact delivery suggested this was routine, implying I was somehow promiscuous. Having been in a committed relationship for six years, being told this by an unqualified staff member was absolutely devastating. After nine days of struggling to get proper medical attention, I finally discovered I have no STI whatsoever. Not only must women endure the anxiety of a potential cancer screening, but now we're subjected to groundless accusations that can destroy personal relationships and cause immense emotional distress. I'm sharing my experience to prevent other women from experiencing this humiliation. These incompetent staff nearly destroyed my relationship through their careless communication. I urge anyone getting a smear test to ensure proper hygiene protocols are followed - clean equipment, gloved staff, and fresh paper coverings. My hope is that by speaking out, I can prevent similar traumatic experiences for other women.