The Jenner Practice

Friendly staff and quick care next door

I've been a patient at Jenner practice for approximately 4 years. Every aspect of the practice impresses me, from the welcoming and attentive receptionists to the physicians who meticulously examine and address my health concerns with great care. The minimal wait times are fantastic, and I appreciate how promptly doctors respond after scheduling an online appointment. The added convenience of having a pharmacy right next door for prescription pickup is a definite plus. The facility is immaculately maintained and well-organized. I wholeheartedly recommend the Jenner Practice to anyone in the local community.

Kate's compassion made my day

Kate is absolutely fantastic. My neighbor shares the same sentiment. Continue delivering your outstanding service - the NHS would greatly benefit from having more professionals like you x

This is a negative review.

Unfortunately, it seems that my negative review for this practice is being blocked. If possible, I would recommend choosing a different one.

Care concerns not properly documented or addressed

Since this practice became part of Modality Lewisham, I have noticed a decline in the standard and transparency of care provided, particularly regarding mental health support. I disclosed significant thoughts of self-harm to the mental health practitioner, describing specific methods and intent. I refrained from acting on these thoughts because I felt there were people who cared about me and needed me to remain alive. However, none of this disclosure was documented in my medical records. The written report instead stated that I was "coping well," which did not accurately represent what I had communicated. I have experienced ongoing mental health difficulties since 2015 and made clear that my current medication was intensifying my thoughts of self-harm—a recognised risk factor for certain presentations, particularly where certain antidepressants may trigger mood elevation in individuals with specific diagnoses. I was offered either an increased dose of the same medication or an alternative from the same drug class, without any structured intervention plan, appropriate safeguarding measures, or referral to specialist services as a protective step. When I formally objected to the discrepancy between what I said and what appeared in my report, my complaint was closed without any remedial action. The same staff members remain in post, and there appears to be no accountability mechanism in place. I am concerned that a pattern may exist whereby serious mental health concerns are minimised, potentially preventing patients from accessing appropriate specialist referrals. This raises significant questions about patient safety, standards of care, and the accuracy of medical record-keeping. While I recognise that GP practices operate under resource constraints, the way this practice has managed mental health concerns—particularly those involving self-harm—is troubling. This impact is compounded for vulnerable patients, including those with additional health conditions or limited social support. I am also concerned that patients with limited knowledge of their rights, insufficient resources, or who are too unwell to advocate for themselves may be treated as less likely to challenge inadequate care. My experience suggests the clinical approach was superficial and did not reflect the gravity of what I disclosed. I believe external regulatory review of this practice is warranted. However, I remain pessimistic about meaningful change. Other reviews suggest similar concerns have been raised previously without visible improvement, which raises questions about the practice's underlying culture and governance.

Tobi made my check-in super smooth

Tobi, your ability to handle customer interactions is truly impressive. I wish you the absolute best in your professional journey. Thank you.

Nurse Kate made my diabetic checkup easy

I had my initial diabetic consultation with Nurse Kate at The Jenner Practice today. I truly hope more healthcare professionals could match her standard of care. Her communication is exceptional, walking me through each step with clarity and helping me feel completely at ease. She efficiently collected my blood samples and checked my blood pressure, and even scheduled my follow-up appointment with the doctor. Despite hearing frequent criticism about the National Health Service, my personal experience has been remarkably positive, and I find the care I receive to be of outstanding quality.

Medicines mix-up and endless frustration

At first this practice was really promising but unfortunately it has deteriorated dramatically. Generally, the doctors are acceptable. However, the reception staff either completely disregard emails or provide unhelpful responses. For the past few months, I have been endlessly struggling to obtain repeat prescriptions and have filed multiple complaints. Today, I am once again shuttling between departments trying to secure my medications. Bizarrely, last month they provided a two-month supply for some medicines and a one-month supply for others. Does this make any sense to you? It certainly doesn't to me! Who would implement such a nonsensical system! I am extremely frustrated and have reached a point where I am seriously considering alternative healthcare providers. Since my initial review, a year has passed. Now I order repeat medicines through Boots who are excellent. However, it seems Jenner has failed to improve. Again this week, they have incorrectly refused to issue one of my medicines, wrongly claiming they gave me two months' worth at the end of May. Boots confirmed Jenner only provided a one-month supply, not two. After two emails to Jenner, I still haven't heard about the medicine and am almost out of stock. Someone in a senior position should have intervened to resolve issues comprehensively and prevent recurrence. However, based on the numerous complaints, the responses seem to be limited to vague promises of improvement... My first complaint was a YEAR ago - is more than twelve months truly necessary to make basic improvements?

Helpful doctors at my longtime family clinic

I've been receiving medical care at the Jenner alongside my family for quite some time. I'm pleased to report that their service has notably enhanced over the years, and whenever I've required an urgent consultation, I've been able to secure an appointment without difficulty. The majority of the physicians are compassionate and empathetic. Having a well-structured, attentive primary care practice is truly crucial for patients like myself.

Waited 45 minutes for a five-minute visit

The service here is frustratingly inefficient. When I arrived just 10 minutes past my scheduled time, after informing them I'd be slightly delayed, they flatly refused to see me and demanded I reschedule. I pointed out to the reception staff that patients routinely wait over half an hour to be seen at this clinic, yet they were turning me away. Eventually, at my next appointment, I ended up waiting 45 minutes before being seen, and the actual consultation lasted barely 5 minutes. This prolonged waiting is a recurring issue - not just for me, but I've heard other patients voicing similar complaints in the waiting room. It's completely unacceptable how consistently appointments run significantly behind schedule, with wait times extending well beyond 30 minutes. Their time management is appalling and shows a total disregard for patients' schedules and convenience.

Pharmacy lady's attitude ruined my day

The female staff member of Asian descent working at the pharmacy displayed an extremely discourteous demeanor. When approached with a simple inquiry, she responded with a dismissive and hostile attitude, refusing to even make eye contact. I politely asked the cashier if my mother's prescription, which they had previously called about, was ready for pickup. The woman responded in an abrasively curt manner, stating that with five people ahead of her, my mother must wait. This was not an isolated incident of her unprofessional behavior. While I'm perfectly understanding about waiting in line, I merely sought clarification, and her approach was unacceptably rude. She requires serious feedback about her customer service conduct. Extremely discourteous.

Quick and smooth booking process

The recently implemented digital scheduling platform appears to be functioning adequately.

Quick and caring medical team

Exceptional medical care with compassionate physicians. The new booking system has streamlined scheduling, making appointments a breeze and ensuring rapid communication. Every visit has been outstanding, and I consistently feel thoroughly cared for and supported by this practice.

Prescription nightmare with zero communication

Undoubtedly the most incompetent service I've encountered. Attempting to reach them by phone is futile, and submitting your information results in useless text messages with broken links. I've been waiting more than seven days for a prescription refill with zero progress. This operation is so substandard that the General Medical Council should seriously consider revoking their license.

Quick and responsive medical care

I wholeheartedly endorse this medical practice for patients of all ages. Their communication has been consistently prompt, with responses to my medical inquiries typically arriving within the same day. When it comes to my child's health concerns, they've been equally responsive, providing in-person consultations almost immediately. The digital platform they use is remarkably streamlined and user-friendly.

Quick booking and helpful doctors

Since the updated scheduling system was implemented, I consistently experience wait times of around 7 hours or less for medical consultations, even for non-urgent matters. The booking interface is exceptional, allowing me to indicate unavailable periods to prevent missed callback windows. When appropriate, in-person consultations have been offered, and I'm frequently assigned the same physician for follow-up appointments, which provides a sense of continuity. I truly appreciate the excellent care and attention to patient needs!

Terrible support when i'm feeling sick

I've been left hanging for three days with an unresolved issue, and their complete lack of compassion is appalling. They show zero concern for my situation, treating me with utter indifference. It's painfully clear why vulnerable individuals might feel abandoned. I recognize I'm not the only person facing challenges, but their callous approach is truly disheartening. 😕

Easier to get help now

The hospital's patient care, which I previously criticized as subpar, appears to have undergone positive changes. Scheduling appointments and communicating with staff has become notably more manageable. I'm updating my review to acknowledge these improvements.

Rushed doctor with zero compassion

The physician I encountered this past Monday appeared thoroughly irritated and demonstrated a complete lack of compassion or genuine concern.

Frustrating booking system nightmare

I got a text message indicating the doctor wished to meet, along with a booking link. Upon clicking, I was directed to a scheduling platform that was completely dysfunctional - trapping users in perpetual navigation circles with no way to actually set an appointment. When I phoned the medical office, I was shuttled between six different staff members, with each transfer involving someone claiming I had been routed incorrectly. After 30 frustrating minutes, I abandoned the effort. I remain completely in the dark about the purpose of the doctor's request or any potential medical concern, and still have not managed to secure an appointment.

Waited 40 minutes for no reason

I was summoned for a scheduled visit. Instructed to arrive at 11 o'clock. Double-checked my appointment at the reception counter at 10:55. Had my blood pressure measured, then remained seated for 40 minutes. Inquired about the wait time to see the doctor. Surprisingly, I was then informed that no appointment was necessary. What was the point of calling me to set up a time slot? My entire morning was completely squandered.