New Eltham Medical Centre
Poor! (66 reviews)
Poor! (66 reviews)
Patient feedback reveals a mixed experience with significant challenges in appointment access and phone communication alongside positive feedback about clinical care and reception courtesy. Many patients report substantial difficulties reaching the practice by telephone, with extended waiting times, frequent disconnections, and limited availability of advance booking slots. Appointment scheduling is frequently described as problematic, with patients experiencing long delays between requesting and receiving consultations, and a reliance on same-day or emergency-only booking windows that create barriers for working patients.
In contrast, clinical staff and several reception team members receive consistent praise for professionalism, compassion, and attentiveness. Patients value the quality of care provided during consultations and appreciate welcoming, supportive interactions with certain team members. The practice environment is generally described as clean and well-maintained. However, reception experience is inconsistent, with some patients reporting discourteous or unhelpful interactions, whilst others highlight exceptional courtesy and helpfulness from specific staff members.
The most significant service gap appears to be the appointment booking system and phone accessibility, which patients describe as frustrating and inefficient. This contrasts sharply with positive feedback about the clinical experience itself, suggesting the practice delivers good care once patients successfully access appointments, but the pathway to obtaining those appointments presents a substantial barrier to service delivery.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient feedback
Track improvement over time
Export evidence for CQC inspections
Claim your profileShows how often this practice responds to patient reviews and feedback.
Patient feedback reveals a mixed experience with significant challenges in appointment access and phone communication alongside positive feedback about clinical care and reception courtesy. Many patients report substantial difficulties reaching the practice by telephone, with extended waiting times, frequent disconnections, and limited availability of advance booking slots. Appointment scheduling is frequently described as problematic, with patients experiencing long delays between requesting and receiving consultations, and a reliance on same-day or emergency-only booking windows that create barriers for working patients.
In contrast, clinical staff and several reception team members receive consistent praise for professionalism, compassion, and attentiveness. Patients value the quality of care provided during consultations and appreciate welcoming, supportive interactions with certain team members. The practice environment is generally described as clean and well-maintained. However, reception experience is inconsistent, with some patients reporting discourteous or unhelpful interactions, whilst others highlight exceptional courtesy and helpfulness from specific staff members.
The most significant service gap appears to be the appointment booking system and phone accessibility, which patients describe as frustrating and inefficient. This contrasts sharply with positive feedback about the clinical experience itself, suggesting the practice delivers good care once patients successfully access appointments, but the pathway to obtaining those appointments presents a substantial barrier to service delivery.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Filter
Lee B.
6 years ago
Bad!
Long wait times killed my hope
Getting medical attention here feels like a life-or-death waiting game. The scheduling process is so slow and frustrating that you might seriously decline in health before actually seeing a doctor. Their appointment system seems completely broken, leaving patients in a dangerous limbo of uncertainty and delayed care.
Gebien G.
6 years ago
Bad!
Terrible service at evening rush hour
Garbage.
Behnaz B.
6 years ago
Bad!
Frustrated with my ms care journey
Scheduling an appointment is incredibly challenging, and I was dismayed when a physician declined to provide a referral for physiotherapy despite my multiple sclerosis diagnosis. I pleaded with her, explaining my urgent need, as I'm experiencing progressive weakness and diminishing mobility in my left leg.
Lincoln A.
6 years ago
Bad!
Terrible doctor left me feeling hopeless
Unquestionably the most terrible general practitioner I have ever encountered.
Kuttu’s D.
6 years ago
Excellent!
Friendly team made my visit easy
The medical team was incredibly supportive and attentive. I appreciate their professional care and friendly approach. Great experience overall! 👍
Graham F.
6 years ago
Excellent!
Welcoming doctors near my neighborhood
Welcoming medical center with helpful and pleasant personnel
Oleg B.
6 years ago
Excellent!
Hilarious workplace communication hack
Hey there! Just wanted to share my go-to greeting that I always use at the office - it's become my signature phrase during work hours!
Tia G.
7 years ago
Average!
Dr. arora rocks, but phone wait kills
I'd rate this practice top marks because Dr. Arora is truly exceptional as a general practitioner. However, the clinic's reputation is severely undermined by their absurdly long wait times, particularly when trying to contact them by phone. At this moment, I've been stuck on hold for nearly an hour, and it's completely intolerable! With the exception of one friendly receptionist, the rest of the front desk staff treat patients like an unwelcome interruption to their personal time.
Jamie R.
7 years ago
Bad!
Phone wait was pure frustration
Every single time, I'm stuck waiting over 20 minutes just to have someone pick up, only to be told there are no available appointments for the next fortnight. With no emergency option, I'm forced to repeat this frustrating cycle the following day, achieving absolutely nothing. I've squandered endless hours simply trying to reach someone on the phone.
Avtar P.
7 years ago
Excellent!
Quick stop with helpful team
Excellent customer support and welcoming personnel
S T.
7 years ago
Poor!
Endless waiting and zero help
Endless Phone Frustrations - Their telephone system is perpetually stuck on an automated response, directing you to call back after 12 noon, which remains unchanged even when attempting contact between 2pm and 5pm. Regardless of when you dial, you'll be trapped in an endless waiting queue that abruptly disconnects after several minutes. Attempting to reconnect simply throws you into another waiting line. Essentially, you'll squander 30-40 minutes of your day, only to finally reach a receptionist who offers excuses instead of actual assistance. As for their website, securing an online appointment is virtually impossible.
Ieuan T.
7 years ago
Poor!
Frustrating weekend hours and outdated info
The site's information appears outdated, and it seems inappropriate for a medical facility to have abbreviated weekend hours.
Alison R.
8 years ago
Great!
Friendly staff made my checkup easy
The medical staff here are incredibly kind and welcoming. Both the physicians and front desk personnel provide exceptional service with a friendly demeanor.
Nina E.
8 years ago
Excellent!
Staff was super nice during check-in
Always eager to assist and welcoming
Karen G.
8 years ago
Great!
Smooth quick visit during lunch break
Missed my scheduled visit two times in a row!
Natasha E.
8 years ago
Great!
Friendly staff made my medical visit smooth
Delightful medical procedure and considerate front desk staff, which is quite uncommon.
Benan I.
8 years ago
Great!
Decent coffee and quick service
Satisfactory
Hamilton B.
8 years ago
Excellent!
Staff made my morning smooth
Always incredibly supportive and ready to assist
John B.
8 years ago
Great!
Helpful staff made my day better
Customer service is showing clear signs of progress, and a few employees are notably personable and helpful.
Daniel T.
8 years ago
Great!
Smooth check-in but tricky blood pressure test
Arrived precisely as scheduled. Encountered difficulties measuring blood pressure due to malfunctioning equipment.