The Coatham Road Surgery

Slow check-in process and unwelcoming reception staff

There is parking available, though you do need to register your vehicle inside. The receptionist seemed reluctant and was slow to process my arrival. I only attended because a particular staff member is based at this location, and I don't anticipate returning soon.

Couldn't get through on the phone

Poor service experience

Persistent excuses and long waits for appointments

This facility should be shut down and likely will be soon by the regulator. How it remains operational is bewildering. There has been no improvement and nobody appears to care, with constant excuses and dismissive responses. I deeply regret registering my father, son, his partner and my young grandchildren here. When my parents relocated and registered with this practice, my mother was never seen during the three months following the move and passed away without receiving a medical consultation. She might have lived longer had she been seen by a healthcare professional. My father has been seen once in six years. He apparently considers himself too important to see most patients. Our previous GP saw my mother regularly given her serious health condition. My father is now unwell and likely to face serious consequences because this practice shows no urgency about anything. My father has had a respiratory infection since late April and is scheduled for imaging on May 26th. This is unacceptable. You must repeatedly contact them and insist on everything or nothing gets done, and even then they move slowly. If his condition worsens, we will pursue legal action and ensure this practice is closed so it cannot neglect others. It is unfortunate we cannot give zero stars. Update: My father is now seriously ill from kidney complications because this practice failed to manage his consistently elevated blood pressure. They also never informed him of a significant respiratory condition. The regulator has inspected them again. Consider registering elsewhere instead. We will see you in court. My father is now receiving dialysis three times weekly due to this practice's failure to provide proper care. It is beyond comprehension why the regulator has not completely closed this facility. If you are registered here, leave. If you are considering registering, do not and go elsewhere. Read the numerous negative reviews. Update: My father has passed away.

Friendly staff made me feel welcome

The team demonstrated a welcoming and supportive approach throughout my visit.

Receptionists unhelpful with inflexible appointment booking

I attempted to schedule an appointment but was informed that appointments could not be booked through the usual channels. When I enquired about alternative options, I was told I would need to call at a specific early time, which is not feasible for me due to work commitments. The response I received suggested that all available clinicians were fully booked with no alternative practitioners available. Having been a patient at this practice for many years, I find this situation disappointing and am now considering seeking care elsewhere. Additionally, I felt the reception experience could have been more helpful and accommodating.

Reception staff rushed me off the phone

I would rate this experience far below one star if possible. I called to arrange an appointment and found the receptionist unhelpful and dismissive, seemingly eager to end the conversation. I continued to pursue the matter and ultimately discovered my concerns were valid. However, I was unable to obtain a specific timeframe for the procedure I needed following my injury. The lack of clarity regarding scheduling was extremely disappointing and frustrating. I believe the service requires significant improvement.

Receptionists shouldn't be gatekeeping appointments

Staff at the reception desk lack the medical background needed to make decisions about which appointments should be scheduled.

Reception staff made me feel welcome

Excellent and compassionate nursing team, wonderful front desk personnel, find it difficult to comprehend the unfavourable feedback from others.

Reception staff were disrespectful and unprofessional

The reception staff were disrespectful and handled my visit inappropriately, speaking loudly in a manner that felt invasive to my privacy. I felt judged and uncomfortable during my interaction with the practice. The overall experience was disappointing due to what I perceived as a lack of professionalism and consideration. I would be reluctant to return to this GP practice given my experience.

Switched surgeries after years of not being listened to

After three years of struggling, I decided to leave this practice. I felt there were significant oversights in my care. In particular, I was sent home despite concerning test results, and my symptoms were repeatedly attributed to anxiety rather than being properly investigated. The clinical team did not seem to listen to my concerns or conduct thorough assessments. Since moving to a new practice, my experience has been much more positive. The staff take time to listen and carry out appropriate investigations. I believe the previous practice failed to identify several conditions that were later recognised elsewhere.

Felt heard and given proper time

I have been attending appointments with a nurse practitioner at the practice for several months now and have found them to be exceptionally thorough and approachable. I would highly recommend this practice to anyone who feels anxious about discussing health concerns, as the staff member takes the necessary time with each patient and treats everyone as an individual rather than simply processing appointments in a routine manner.

Impossible to book an appointment here

I find it would be simpler to travel abroad and enjoy a holiday than to secure an appointment at this practice. This situation has persisted for an extended period without any improvement, which is deeply frustrating.

Finally felt heard and taken seriously

I previously visited with a couple of practitioners who didn't seem to pay much attention to what I was saying and left me feeling quite dismissed. Today I saw a different practitioner and it was wonderful – they were genuinely attentive, took time to explain things clearly, and I felt like I'd finally made some real progress. Unfortunately I can't recall their name xx

Receptionists blocking access to actual doctors

The reception staff seem to overstep their role, and it is difficult to access actual clinical consultations. Booking appointments proves challenging, and when calling, the response is typically that no availability exists and to try again later. After attempting to reach the practice daily over an extended period without success, it remains frustrating. Additionally, the online consultation system frequently indicates that consultations are not being accepted at this time. Based on this experience, other practices may provide a more satisfactory service.

Couldn't get appointment despite repeated callbacks promised

I have been attempting to secure an appointment for several weeks due to personal health concerns, but have experienced repeated promises of contact that have not materialised. This ongoing difficulty in accessing care has been frustrating and concerning.

Receptionists dismissive and appointment system frustrating

This practice has not met my expectations. The front desk staff have been dismissive, and the clinicians, when appointments are eventually secured, seem rushed and inattentive to concerns. The booking system is problematic, and calling after mid-morning results in being asked to wait for a callback with no indication of when this might occur. Even a rough timeframe would be helpful. The practice would benefit from comprehensive improvements across all areas.

Prescription request fell through the cracks

I recently contacted the practice requesting a prescription for blood pressure medication, informing the receptionist that my supply was running critically low due to a mid-course change to my medication regimen. I was assured the request had been submitted. Two days later, I contacted the pharmacy to check on the prescription status and confirm delivery arrangements, as I was facing an imminent shortage. The pharmacy advised they had not received it and offered to contact the practice to follow up. The following day, I called the practice and learned the prescription was awaiting authorisation from a clinician. I requested a callback to receive updates on progress, as I had already missed a dose. No callback was provided. That evening, I called the practice again without having received any communication. After an extended wait, I was informed the prescription had been sent to the pharmacy. I then contacted the pharmacy, who suggested I ring back the next morning. I eventually obtained my medication the following day. The practice did not offer any apology for the delay. This situation was particularly concerning given my medical history. Several months prior, I had experienced significantly elevated blood pressure readings and was taken to hospital as an emergency referral. The extended gap in my medication caused me considerable distress and physical discomfort. I am dissatisfied with the level of service provided throughout this process.

Phone lines go dead, appointments nowhere to be found

I have been a patient at this practice for approximately 18 years. In the past, I had no difficulty obtaining appointments with a GP, however the situation has deteriorated significantly. When I call early in the morning, the line disconnects after a few seconds, and this pattern repeats when I try again. Eventually getting through, I am informed that no appointments are available, including telephone consultations. I have also attended the surgery at 8 o'clock in the morning only to be told the same thing. I have a respiratory condition and have been experiencing considerable breathing difficulties. I have not received a review for my condition in nearly five years. Due to severe breathlessness, I attended a walk-in centre where I was nearly losing consciousness. The clinician there arranged for me to be taken to hospital as they suspected a cardiac event, though I was confident this was not the case. I appreciated that they investigated this thoroughly. However, this clinician was also concerned that I had not had a review for my respiratory condition. On another occasion, I returned to the walk-in centre, where a healthcare professional suggested a possible viral infection, which proved not to be the case. They too questioned when my last respiratory review had taken place. I contacted the surgery requesting a review and was offered an appointment in June. This feels inadequate given that my respiratory condition is not well controlled and I require assessment sooner. I have also attempted to use the online booking system, but it directs me to seek medical advice from my GP. The standard of care at this practice appears to have declined from what it once was.

Struggling to book appointments through unhelpful channels

Attempted to secure an appointment but was informed that walk-in slots were unavailable, likely allocated shortly after the surgery opened. The telephone staff appeared unhelpful and dismissive, giving the impression they lacked genuine concern for patient welfare. Despite being a long-standing patient, the experience suggested the practice is either unwilling or unable to accommodate new consultations. The expectation to book appointments exclusively online is problematic, as the website lacks clarity and usability. The overall experience of receiving dismissive responses has prompted consideration of transferring to an alternative practice.

Hard to get an appointment when you need one

It was quite difficult to obtain an appointment at this practice.