Edridge Road Community Health Centre

Complaints weren't acknowledged or addressed

There appears to be a lack of engagement when concerns are raised, with little indication that feedback is being actively considered or addressed.

Impossible to reach anyone by phone at this practice

I have experienced significant difficulties reaching the practice by telephone. This morning I waited on hold for an extended period without success. Over the past week, I have made repeated attempts to arrange an appointment with a clinician, but have been unable to do so. If you or your family members require medical care, I would caution against using this surgery. The phone lines are consistently unavailable, particularly during morning hours when calls are most likely to be made. The overall impression is that patient concerns are not being prioritised. In a follow-up to my experience, I had scheduled an appointment approximately two weeks prior for routine testing. When I contacted the practice to confirm the details, I discovered that nothing had been arranged and no appointment slot had been created. My attempts to address this were met with indifference. I am deeply frustrated by this situation and find it difficult to continue discussing it without becoming upset. I do recognise that one member of the clinical team showed genuine commitment to assisting me, though they appear unaware of the systemic issues within the administrative and support functions. I have now had to inform my employer about the ongoing problems I am experiencing with the practice. I would rate this practice at the lowest possible level if such a rating were available to leave.

Reception dismissed urgent fever concerns without proper support

I would give no stars if possible, but the system requires at least one. This practice has been very disappointing. My family member had a high fever that was not improving, so we contacted the practice. The receptionist advised us to speak with a nearby pharmacist who would supposedly contact us with a prescription. I waited throughout the afternoon but never received a call. When I visited the pharmacy in person to explain the situation, the pharmacist indicated they do not operate in this manner. I felt misled about how the service works. If the practice is unable to properly support patients, it would be better to be transparent about what services are actually available.

Reception staff dismissive and lacked basic professionalism

I attended an appointment today and experienced a very disappointing interaction with the clinical staff member. I was experiencing significant pain which I suspected was an infection before any diagnostic imaging was performed. When I asked a straightforward question to clarify who the practitioner was, I felt the response was dismissive and unhelpful. I work in healthcare myself and am aware of professional standards around introduction and obtaining consent before any examination or treatment. I felt these courtesies were not extended to me during my visit. The response to my question felt unnecessarily defensive and made me feel uncomfortable and unwelcome. There was another staff member present who was considerably more compassionate and supportive throughout the appointment. When I received confirmation of my suspected condition, I became emotionally distressed, and I would have appreciated a warmer, more empathetic approach from the practitioner during this difficult moment. Overall, the experience left me feeling unsatisfied and upset. The contrast between the two staff members was stark, and I felt the clinical environment could have been more welcoming and professional. I would hesitate to recommend this practice based on my experience today.

Felt reassured through clear explanation

The healthcare professional I saw was wonderful and I would definitely recommend them. They were kind and compassionate, and I felt very anxious about my appointment, but they took the time to walk me through everything and explain how the procedure would work. They were truly excellent.

Efficient appointment with clear explanations provided

The wait time for my appointment was quite short. The healthcare professional I saw was delightful and provided clear explanations throughout the visit, taking care to ensure I understood each step of the process. It was a very positive experience overall!

Staff were kind during late night emergency visit

After being directed here through an emergency call late in the evening while experiencing significant discomfort, I found the team to be absolutely wonderful and incredibly kind. I was extremely grateful for their support.

Reception couldn't provide emergency dental contact details

I contacted the health centre seeking emergency dental contact information or a transfer to the dental service. The staff member indicated they did not have a contact number available, despite the dental service being located within the same NHS building and listed on the external signage. This was frustrating as my son had experienced an adverse reaction to an anesthetic injection during an emergency dental procedure, which resulted in an ambulance being called and admission to hospital. To facilitate his ongoing care, we needed to speak with the dental team to establish which type of anesthetic was used, as this information is essential for his own dentist to provide appropriate follow-up treatment. Without these details, he continues to experience significant discomfort and has been unable to receive the necessary dental work. The inability to obtain this basic information was deeply disappointing. I would advise others to avoid accepting referrals through this route and instead arrange to see their own dentist or seek alternative providers.

Emergency appointment sorted same evening

Following a telephone consultation at an out-of-hours service due to severe dental discomfort, I was offered an appointment later that same evening. The team members were welcoming and attentive throughout my visit. Within approximately an hour, I underwent imaging, had the affected tooth treated, and received a temporary restoration while awaiting follow-up care with a regular dental provider for a permanent solution. I was very satisfied with the care provided and relieved to have my pain resolved.