501 London Road, Thornton Heath, Surrey, England, CR7 6AR
ok, the wait is usually very long, and sometimes the receptionists seem un approachable, would appreciate more friendly receptionist that understand that the Gp is not really a place we enjoy being apart from the fact that we are ill, the least we can expect are friendly faces that show real concern for your health. also just a suggestion, the GP, needs fan during summer, its usually really hot in the waiting area, a fan or Ac will be helpful, again can the Gp be child friendly, no play area for the kids, or a fish tank to keep them distracted while we wait. again they can adopt the board pattern where patients name appear on the screen when its your turn. finally when they send us out for tests, i normally dont get the results, unless i chase and chase. the prescriptions sometimes dont come in, theres always a confusion about what happened or short staffing. other than that, i will say they doctors are seem to know what they are doing medically, just little issues they need to concentrate on.
Thank you for taking the time to give your comments about the service you received on your recent visit to the practice, this is always welcomed and valued. I am sorry that you did not receive the friendly approach that our receptionists have been trained to offer and your comments will be discussed at the next practice meeting. I have taken on board your suggestion for a fan in the waiting area; we will consider the available options. I hope to address this issue in the coming months. We did provide (some time ago) a children's play area, however; concerns over health / safety and hygiene lead us to conclude that the risks outweighed the benefits of having this facility. Test results are not routinely sent out to patients, you may call the surgery for your tests results but it is suggested that you do so after 11.am. Receptionists will also be able to give you results if the doctor has indicated that she may do so. I hope that I can assure you that the entire process has been completely risk assessed and you will be contacted immediately if there are any concerns over your results, for this purpose we ask patients to ensure that we have up to date contact details. We acknowledge that there have been problems with our prescription service and for this we apologise. We now have a prescription clerk whose sole responsibility is to ensure that process runs smoothly and she is available to discuss any problems you may be experiencing, therefore please ask the receptionist to arrange this. Thank you for suggesting that the electronic notice board should be used to call patients for consultations. The decision for the clinical staff to meet and greet the patient personally is a conscious decision taken by the practice and it was agreed on the basis that this approach establishes some rapport between the clinician and the patient before the consultation begins and it allows the clinician the opportunity to make certain helpful observations such as the patients level of mobility. Finally it is very pleasing that you can see and have experienced first-hand how fantastic our clinical staffs are, they work extremely hard to deliver the best possible quality of care and it is very encouraging to see that this has been recognised. Once again I would like to thank you for your comments and I hope that I have been able to answer some of your questions and we hope that you will soon benefit from the improvements in the areas you have mentioned. The Practice Manager.
Have no comments to make against Everley Medical Centre on the few occasions that I have had to visit the centre I have had good service.
Thank you for your time taken in giving your review about how we are doing. It’s much appreciated by all of us. We will continue to provide the best service & quality healthcare to you. Kind regards, The Practice Manager.
I have been coming here for 44 years and am still satisfied with with centre. The area where most improvement could be made is to the appointments system. Specifically for people needing a speedy appointment to see their family doctor. I usually have to wait for 1-2 weeks to be seen!! As a pensioner this is a very long time.
Thank you for your review and you’re loyally to our practice. We are very pleased you are clearly satisfied with the service and care we provide. I would also like to thank you for your comments about the appointment system. We have listened to comments from our patients on this matter and responded by employing more staff in the morning to speed up the telephone answering service. We have seen some improvement but we agree that there is still work to be done in this area. From the early part of next year patients will be able to book, amend and cancel appointments on line and we hope that this will relieve the pressure on reception and allow greater access to patients who are unable to use the on line facility. The Practice Manager