Elm House Surgery

Terrible triage system hurts patient care

The triage mechanism is fragmented, unscrupulous, and generates substandard medical treatment. Navigation is challenging, with medical conditions obscured within the self-evaluation process. Senior patients receive inadequate support. Physicians lack sufficient time to thoroughly examine medical records and maintain comprehensive patient care. We are transitioning to an alternative medical practice. I cannot endorse this service.

Frustrating wait to book with Kim's help

Throughout my entire life, I've been associated with Elm House surgery, which previously offered exceptional care. However, the Anima booking system is completely inadequate, making appointment scheduling an extremely challenging task. Patients are now forced to seek help from Urgent Care and A&E services instead. In my recent experience, I spent half an hour on hold until a compassionate receptionist named Kim finally assisted me in securing a referral.

Impossible to book an anima slot

The scheduling process is completely ridiculous! I attempted to secure a slot on Anima at 7:58am, but the system rigidly refused, claiming no availability until 8am sharp. After completing the school drop-off, I tried booking again at 8:30, only to be told no appointments remained for the day and I should retry tomorrow morning. I've been struggling to book an appointment for an entire week!! I'll say it again - this is absolutely absurd!!

Booking nightmare with delayed appointment

Absolutely dreadful digital scheduling platform. I was seeking a doctor's consultation, but due to their delayed communication, my appointment has been pushed back to three weeks from now...

Nurse Maria saved my day

I'm navigating a new chronic health condition that's challenging me both emotionally and physically. Some healthcare providers here are truly compassionate. Nurse Maria was incredibly supportive during a recent visit when my medications weren't effective. I occupied a significant amount of her time, but she never made me feel rushed or unwelcome, and even followed up with me after I was struggling. Dr. Curry has been exceptional so far, offering unwavering support and guidance while I await results from my referrals. The only frustration with this medical practice is Anima's appointment system. It's incredibly inconvenient when you're experiencing pain and cannot schedule an appointment, especially after 12pm when no more requests can be submitted. The screening process feels irrelevant and disconnected from the actual health issues patients are experiencing, making the entire process feel futile and time-consuming.

Terrible booking and surgery nightmare

Absolutely dreadful surgical experience. The appointment scheduling process through Anima is a complete disaster. The state of the British National Health Service appears to be beyond repair.

Registration mix-up left me frustrated

I attempted to sign up with Cator Surgery (which has positive feedback) but was inexplicably placed at Elm House (known for negative reviews) without any notification. It has taken me a quarter of a year to uncover my actual registration location. They seemed to have no intention of informing me. I'm utterly shocked. What happened to patient autonomy and informed choice?

Quick help for my eye and ankle

Yesterday marked my initial experience with the Anima app, and personally, it exceeded all expectations. I was dealing with an eye problem and a severely twisted ankle, which would have made visiting the clinic extremely challenging. The app's method of providing comprehensive details and photo uploads was precisely what I required. Within an hour, a wonderfully compassionate nurse called me back. She not only prescribed antibiotics but also offered additional valuable guidance, which I deeply appreciated. Having a friend retrieve my prescription, my eye has already shown significant improvement. I no longer look like I've been in a violent confrontation! While I recognize there are numerous frustrated reviews about the new system, and individual experiences vary, for me, everything functioned perfectly. I received prompt assistance without occupying a crucial in-person medical appointment that someone else might have needed more urgently. The medical staff have consistently demonstrated exceptional professionalism, kindness, and support, and this interaction was no different. My sincere gratitude to Elm House!

Frustrating new system at longtime clinic

For four decades, I've been a patient at Elm House Surgery and consistently received top-notch, compassionate, and competent healthcare. Sadly, since Anima took over, my experience has dramatically deteriorated. Obtaining an appointment with a regular GP or receiving adequate medical attention has become nearly impossible. The Anima system is poorly designed, with a clunky interface that involves redundant and illogical questioning steps. While the reception staff remain helpful and do their utmost to assist patients, the overall process is frustrating. I understand the practice is under significant pressure, but I'm concerned this approach will ultimately drive patients to seek emergency room treatment - precisely the outcome the NHS is attempting to prevent. I strongly urge a comprehensive review of this current system.

Quick response from caring team

The Anima application is truly extraordinary, and I cannot emphasize enough how remarkable this service is. The team behind it is exceptional, and this is undoubtedly the optimal approach to receiving a rapid response and the necessary care. My sincere gratitude.

Booking nightmare at elm house surgery

Elm House Surgery has become an absolute ordeal to navigate - from the frustrating Anima app appointment booking process, to the lengthy reception phone calls (with an interminable initial recorded message), to the referral system. I've recently been referred to Specsavers and discovered the referrals team is lagging two weeks behind schedule. The entire process is painfully slow: first, it's challenging to secure a routine appointment, then weeks pass waiting for referrals, and then another week to schedule the actual referral appointment. It's completely unacceptable. I implore the medical staff, particularly Dr Reddy (who is excellent), to critically examine the current state of Elm House Surgery's operations. The residents of Beckenham absolutely do not deserve such substandard care. The quality of service has dramatically deteriorated over the past half-year, plummeting from what it used to be.

Terrible service after 30 years of loyalty

I've been a patient at Elmhouse for three decades. During Dr Well's tenure, the practice was exceptional... but now, it's arguably the most frustrating medical center in Beckenham. Getting an appointment has become an ordeal, strictly confined to app-based scheduling. I'm completely fed up with this terrible practice and have decided to transfer my registration to Manor Road, where booking an appointment is straightforward and can be done directly through my phone.

Booking system makes healthcare harder

The updated digital reservation platform is a disappointment. It seems designed to benefit the organization's internal processes rather than serving patients, and it appears to be another step in distancing healthcare from those who require medical attention. The National Health Service is declining.

Elm house surgery's broken booking system

Elm House surgery's recent system upgrade is a complete disaster! Booking appointments seems impossible, and their website is constantly crashing. It's now incredibly difficult to secure a consultation with any general practitioner. This new setup is truly terrible, and I'm genuinely concerned that patients will be forced to seek emergency care or risk becoming seriously ill due to the inability to see a doctor.

Impossible to book a gp appointment now

Booking an appointment used to be straightforward, but now there's a convoluted process involving a separate online platform with lengthy wait times. The current system represents a significant decline in convenience and efficiency. I recommend exploring alternative healthcare providers. Update: After a four-day wait, I finally accessed the website, only to discover that it was already at maximum capacity just hours after reopening. This means yet another day of waiting to submit a request. These types of organizations are gradually eroding the remaining quality of our healthcare system, and it's incredibly frustrating.

Frustrating phone and online booking mess

The absolute worst medical practice I've encountered! They refuse to schedule appointments via telephone. Their recently implemented digital platform is incredibly difficult to navigate and now restricts daily booking opportunities. This is particularly problematic for me, as I'm dealing with a persistent health issue that remains unaddressed. It seems like either this surgery has drastically overcommitted to patient numbers and can't handle the load, or they're fundamentally indifferent to patient care.

Frustrating app ruins simple doctor visit

The Anima system is absolutely terrible. Gone are the days of booking appointments by phone or at the reception desk. Now, you're forced to endure a grueling questionnaire with over 20 questions through their app, which is incredibly frustrating when you're feeling unwell. After completing this lengthy process, all that happens is a staff member calls you to schedule an appointment by phone. And once you have the appointment, you can't even view it again in the app. This app serves no practical purpose whatsoever.

New system is seriously broken

The recently introduced administrative platform is compromising patient safety and generating unwarranted suffering and distress. Regrettably, there appears to be complete indifference, and no contingency or alternative method exists for connecting with medical professionals in this facility.

Friendly doctors saved me today

Excellent medical professionals who are consistently available and responsive whenever you require their assistance

Caring doctor helped me feel better

Fantastic service and a heartfelt thank you for the incredibly welcoming atmosphere. Dr. Stephen and his team were phenomenal - so caring and supportive 💕