Eden Park GP Surgery

Rude Receptionists Ruin a Good Medical Practice

The front desk staff are a poor representation of this medical practice, undermining the excellent efforts of the compassionate and professional doctors and nurses. While a select few receptionists are genuinely helpful and approachable when addressing health inquiries, the majority display an unwarranted and inexcusable rudeness. Their demeanor seems rooted in a fundamental dislike of interpersonal interaction. During my most recent experience, I encountered significant communication challenges. Specifically, I was left waiting on hold for over five minutes, only to have the call abruptly disconnected. Upon redialing, I encountered the identical frustrating scenario. This medical practice urgently needs to reassess its personnel, considering the abundance of courteous individuals seeking employment who could significantly improve patient interactions.

Frustrating Reception at Eden Parks Practice

I seldom compose reviews, but after experiencing repeated instances of substandard service, I feel obligated to share my observations in hopes that management will recognize the need for improvement. Basic courtesy and assistance are fundamental expectations for any receptionist, yet these essential qualities are sorely lacking among the Eden Parks reception team. Throughout my interactions over several years, I've consistently encountered abrupt, dismissive responses that come across as discourteous and ineffective, seemingly assuming patients possess an intricate understanding of the NHS system. My intention in writing this review is to provide constructive feedback to the Practice Manager, urging them to elevate their front-line service to at least meet the minimum acceptable standards, and ideally surpass them.

Wheelchair User Frustrated by Inaccessible Scan Location

As a wheelchair user, I arrived for a pre-booked ultrasound following instructions to wait in the back car park. Instead of assistance, I was confronted by an aggressive staff member who claimed the area was private and we'd received incorrect information. When I explained my medical appointment, she dismissively stated, "you're not going to get up there!" Despite being advertised as accessible with a concrete ramp and accessible toilet, the diagnostic areas are located upstairs with no lift access. The sonographer was compassionate, acknowledging the impossible situation and helpfully arranging an emergency appointment in Orpington 7 hours later at a different location. While the sonographer was kind and sympathetic, the overall experience was frustrating and highlighted significant accessibility barriers. I'm giving two stars primarily due to the sonographer's understanding and proactive support. Anyone with mobility challenges should be extremely cautious about booking appointments at this venue.

Lost My Blood Samples Again

Absolutely the most dreadful medical procedure. I had a blood draw on Wednesday, and today my doctor phoned to explain that I must schedule another visit because they misplaced my lab samples! Completely unacceptable, utterly subpar service!

Gentle Care During Snowy Blood Test

I recently underwent a blood draw at Eden Park, anticipating potential challenges due to winter weather and pandemic circumstances. To my pleasant surprise, I was welcomed cordially and quickly guided into the clinic. The phlebotomist, identifiable by her glasses and brown-highlighted hair, was exceptionally compassionate. As someone with a deep-seated needle phobia stemming from numerous childhood hospitalizations, I'm often met with indifference from medical professionals who fail to acknowledge my anxiety. This staff member, however, was remarkably understanding and considerate during the procedure. Her gentle approach transformed what could have been a stressful experience into a remarkably positive one. I would like to express my sincere gratitude for her professionalism and empathy, especially given the additional pressures of working during the COVID-19 pandemic. Her kindness made a significant difference in my medical encounter.

Friendly GPs Always Take Time to Listen

I've been receiving medical care at this practice for more than three years, and my experiences have consistently been excellent. The general practitioners are highly competent and carefully listen to all patient concerns. Whenever I've needed an urgent appointment, I've successfully secured one on the same day after making a few calls. While the phone lines can be busy, the overall service is commendable, and I've found that treating the staff with respect yields equally courteous interactions. Compared to my previous medical practice, which was quite problematic, this surgery is a welcome improvement and a truly positive healthcare environment.

Prescription Nightmare at the Medical Practice

My work travel was severely disrupted by an absolute nightmare trying to obtain a prescription over five days. The receptionist was incredibly unprofessional, actually hanging up on me twice during my attempts to resolve this issue. Although the manager called and promised the prescription would be ready before my departure, this commitment was not fulfilled. I ultimately had to involve the NHS, who thankfully worked to help me address the problem. The reception staff seem to have forgotten their fundamental professional responsibility, delivering service that falls far below acceptable standards. Healthcare staff, particularly those interfacing directly with patients, should demonstrate basic compassion and understanding. It's deeply disappointing that the conduct of one staff member can so significantly damage the surgery's overall reputation.

Rude Receptionists Ruin a Great Medical Practice

My physician is outstanding, yet the reception staff's performance falls drastically short. Abruptly ending phone calls seems to be standard procedure, and obtaining repeat prescriptions is unnecessarily challenging. One specific receptionist appears completely unsuited to customer service, routinely disconnecting calls with patients, which is totally unprofessional. I've submitted a feedback form but have little expectation of a response, and will likely escalate my concerns directly to the NHS. It's genuinely disappointing because the medical practitioners themselves are remarkably skilled and compassionate.

Terrible Reception Ruins Medical Practice

The medical professionals at this practice are excellent, but the front desk personnel leave much to be desired. They seem completely disinterested, frequently chatting and giggling among themselves while patients are trying to communicate. There is one specific receptionist whose name I do not know who is particularly discourteous and unhelpful.

Caring NHS Team After Two Decades

I've been a patient at this medical center for more than two decades. It truly exemplifies the best of our national health service. Scheduling appointments is a breeze, and they offer a convenient walk-in clinic every morning for those needing immediate medical attention. The medical staff - both doctors and nurses - are exceptionally compassionate and attentive.

Friendly reception made my visit so smooth

During my interactions with Eden Park, the Reception team has truly stood out - they're incredibly welcoming, pleasant, jovial, and incredibly approachable when handling registration, scheduling appointments on short notice, addressing result inquiries, and managing various other administrative tasks. I want to express my sincere appreciation for their dedicated efforts and compassionate attitude towards patients. Maintaining such a positive demeanor isn't simple in today's challenging environment. They absolutely deserve a perfect 5-star rating!

Unhelpful Reception Ruined My Follow-up Call

I'm eager to learn the outcome of my scheduled medical examination. However, every time I try calling the hospital, the line is constantly busy. So, I reached out to the clinic to inquire about my investigation results. The receptionist was extremely unhelpful. Initially, she instructed me to contact the hospital directly. I explained that my consultant had mentioned sending the results to the clinic as well. Subsequently, she told me to call back after 2 PM. I wanted to clarify if I could call anytime after 2 PM until closing, but before I could complete my question, she abruptly ended the call.😐

Registration Nightmare at the Front Desk

Submitted my registration materials, but they mysteriously vanished from their records. I was forced to complete the entire process again, "assisted" by an unhelpful and discourteous staff member.

A Kind Doctor Who Really Listens

Dr. Gilbert is an exceptional healthcare professional who goes above and beyond. I wholeheartedly endorse this physician for anyone seeking a compassionate, meticulous, and attentive medical provider.

Receptionists Ignore Calls During My Visit

Attempting to schedule an appointment via telephone has been a constant frustration, with calls consistently going unanswered. During my in-person visits, I've observed the reception staff chatting idly while the phone continues to ring. Although I've been a patient at this practice for an extended period and found it satisfactory in the past, the quality of service over the last couple of years has deteriorated to an utterly unacceptable level.

Dr G's Skillful Hand Saved Me

Exceptional surgical procedure and Dr. G truly stands out as top-tier!

Caring Doctors Who Really Listen

An exceptional medical facility where physicians demonstrate genuine compassion and commitment to patient well-being, consistently surpassing standard expectations.

Quick and caring morning clinic

A stellar medical facility. The physicians demonstrate genuine compassion and offer excellent support, with scheduling typically accommodating patients inside a seven-day window. Additionally, they provide an early morning walk-in option for urgent medical concerns. I truly cannot speak more positively about this practice.