Patient Experience Summary

Patients consistently praise the reception experience at this practice, with staff demonstrating exceptional courtesy, warmth, and responsiveness. Booking appointments is frequently described as efficient, with many patients securing same-day or prompt scheduling. The welcoming atmosphere and friendly demeanor of reception personnel are highlighted across numerous reviews, alongside supportive communication during interactions. Clinical care receives positive feedback for professionalism and attentiveness, with patients appreciating the compassionate approach taken by medical staff.

However, some concerns emerge regarding communication gaps during the booking process and care responsiveness. A small number of patients report difficulties accessing appointments, challenges in reaching practitioners for follow-up care, and instances where important information was not communicated clearly at the time of booking. Additionally, facility cleanliness has been raised as a concern in isolated cases, and one patient reported discomfort during a procedure due to inadequate attention to their stated preferences.

Whilst the practice demonstrates considerable strengths in reception courtesy and booking efficiency, there are opportunities to improve communication consistency during appointment scheduling and ensure more responsive follow-up care, particularly in sensitive circumstances.

Appointment

81.20 %
Great

Reception

86.30 %
Excellent

Cleanliness

75.50 %
Great

Care

79.15 %
Great

Respect

80.85 %
Great

Seen on time

82.75 %
Great

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BR

Belinda R. Google one year ago

Rating

Excellent!

Exceptional service with a smile at the front desk

Welcoming front desk staff. Always available and ready to help with any concern. Consistently provides a warm, pleasant greeting.

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YP

Yusra P. Google one year ago

Rating

Excellent!

Welcoming space with friendly and attentive team

Delightful and pristine setting. Attentive and supportive personnel.

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DC

Daniel C. Google one year ago

Rating

Excellent!

Fantastic service from a caring medical professional

Recently switched to Littleton Surgery, and my interaction with Melanie was exceptional. She demonstrated remarkable professionalism and courtesy during our conversation. It's truly refreshing to receive such prompt and courteous service. I'm genuinely delighted with my decision to change medical practices. Every staff member I've encountered has been incredibly friendly and supportive. My sincere appreciation goes out to the entire team!

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TC

Tina C. Google one year ago

Rating

Excellent!

Friendly staff made my day better

Extremely supportive and accommodating front desk staff

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MW

Micky W. Google one year ago

Rating

Bad!

Frustrating medical appointment with unexpected gate closure

My mother had a scheduled consultation today, coordinated by Littletons for the Esher Green medical facility. We received one confirmation and two reminder messages. Upon arrival, we discovered the entrance was locked, with another frustrated patient also attempting to gain access. Given my mother's advanced age of 89, my sister and I are increasingly exasperated by the challenges she faces in receiving medical attention. We're seriously considering finding an alternative healthcare provider that can offer a more reliable service. Update: Littletons issued an apology for the inconvenience and maintained they were not responsible for the issue. They had arranged the appointment at Esher Green surgery with good intentions. Despite this experience, we will continue with Littletons and hope future appointments will be more straightforward.

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LL

Larry L. Google one year ago

Rating

Excellent!

Exceptional care and service at the clinic

The front desk personnel were incredibly courteous, accommodating, and welcoming. Viola, who conducted my evaluation, demonstrated extensive expertise and was meticulously thorough in her explanation of my knee issue. She went above and beyond to coordinate a comprehensive physiotherapy plan. I'm genuinely satisfied with my entire experience today.

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BP

Bethany P. Google one year ago

Rating

Excellent!

Great service with a welcoming smile

Welcoming front desk staff

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KB

Kamila B. Google one year ago

Rating

Excellent!

Welcoming staff made my day better

The front desk staff were incredibly welcoming and consistently went out of their way to assist me with a smile.

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AB

Andrew B. Google one year ago

Rating

Great!

Helpful diabetes management advice from freestyle libra

Highly informative discussion that provided valuable insights into effectively handling my diabetes treatment plan, guided by the data from my Freestyle Libra readings.

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NS

Nick S. Google one year ago

Rating

Excellent!

Reliable and professional service every time

Consistently professional and quick to get things done.

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CS

Catherine S. Google one year ago

Rating

Excellent!

Efficient and friendly staff make all the difference

The front desk team is incredibly supportive and adept at managing patient needs swiftly and effectively, even during hectic periods at the clinic.

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LB

Lucy B. Google one year ago

Rating

Excellent!

Quick and smooth blood test experience

Scheduled a blood draw, secured the slot swiftly, and when the day arrived, everything ran smoothly and with impressive precision.

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LG

Louis G. Google one year ago

Rating

Excellent!

Friendly staff makes all the difference

Excellent customer support. The staff member at the front desk, Melanie, provided outstanding assistance.

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SK

Sylvia K. Google one year ago

Rating

Excellent!

Fantastic support that truly delivers

Quick and attentive staff providing excellent customer support

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GN

Greg N. Google one year ago

Rating

Excellent!

Compassionate care beyond expected hours

Exceptional appointment experience. Despite my late arrival, the surgical center accommodated me graciously and extended their hours. The front desk personnel were particularly welcoming and helpful.

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DB

David B. Google one year ago

Rating

Excellent!

Great service with friendly staff

Responsive and supportive

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PH

Phil H. Google one year ago

Rating

Excellent!

Quick and caring medical service

I secured a booking for the very same day after making an early morning call. The front desk staff was incredibly courteous and kind, and the female musculoskeletal specialist I consulted was extremely competent and meticulous in her approach.

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AT

Adam T. Google one year ago

Rating

Excellent!

Melanie made my administrative tasks a breeze

Incredibly seamless and enjoyable interaction! Melanie demonstrated exceptional warmth and professionalism, transforming administrative inquiries into a truly delightful process.

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SS

Skole S. Google one year ago

Rating

Excellent!

Amazing customer service with a smile

Melanie at the front desk provides outstanding customer service. Her professionalism and attentiveness are truly top-notch. Much appreciation.

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AS

Admir S. Google one year ago

Rating

Excellent!

Great service and top-notch medical care

Exceptionally friendly reception team and truly remarkable physicians!

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For practice staff

Respond to patient reviews

Monitor satisfaction trends

Generate CQC evidence reports

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Trusted by GP practices across the UK
Practice Response Rate
0.00%

Shows how often this practice responds to patient reviews and feedback.

About the GP

  • Accepts all feedback, both positive and negative.

Contact Information

  • 01372 462235
  • Littleton Surgery Buckland House Esher Park Avenue Esher, Surrey KT10 9NY

Patient Experience Summary

Patients consistently praise the reception experience at this practice, with staff demonstrating exceptional courtesy, warmth, and responsiveness. Booking appointments is frequently described as efficient, with many patients securing same-day or prompt scheduling. The welcoming atmosphere and friendly demeanor of reception personnel are highlighted across numerous reviews, alongside supportive communication during interactions. Clinical care receives positive feedback for professionalism and attentiveness, with patients appreciating the compassionate approach taken by medical staff.

However, some concerns emerge regarding communication gaps during the booking process and care responsiveness. A small number of patients report difficulties accessing appointments, challenges in reaching practitioners for follow-up care, and instances where important information was not communicated clearly at the time of booking. Additionally, facility cleanliness has been raised as a concern in isolated cases, and one patient reported discomfort during a procedure due to inadequate attention to their stated preferences.

Whilst the practice demonstrates considerable strengths in reception courtesy and booking efficiency, there are opportunities to improve communication consistency during appointment scheduling and ensure more responsive follow-up care, particularly in sensitive circumstances.

Appointment

81.20 %
Great

Reception

86.30 %
Excellent

Cleanliness

75.50 %
Great

Care

79.15 %
Great

Respect

80.85 %
Great

Seen on time

82.75 %
Great
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