Beckenham Beacon Urgent Care Centre
379-397 Croydon Road, Beckenham, Kent, BR3 3QLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Receptionist very rude
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2025
I visited earlier this week with someone who had been mugged. The receptionist was very rude, explained the history of what had happened to the patient but still very rude. I realise it’s a very stressful area having worked there myself, but no reason for a lack of empathy and rudeness - it made a stressful situation worse. Would put me off suggesting anyone uses the UTC there again. Thank you
Visited February 2025
Beckenham Beacon Urgent Care Centre has not yet replied.
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Review titled Rude behaviour from Triage Nurse at Urgent Treatment Centre
Rated 3 stars out of 5
by Debz - Posted on 04 January 2025
I am writing to formally express my concern about an incident that occurred at Urgent Treatment Centre, Beckenham Beacon on 04.Jan around 11:30 am, during my visit with my 9-month-old son, who was unwell. Due to the current policy allowing only one parent to accompany a child, I was alone with my son while seeking assistance. During triage, the nurse recommended administering Calpol. As I was handling my baby on my own, I politely asked for a few seconds of help. To my shock, the triage nurse responded dismissively, saying, “Who do you think you are? Go call your husband if you need help.” Surprised by this response, I calmly explained that my husband was not with me due to the one-person policy. The nurse’s reply was even more dismissive: “That’s none of my business.” Fortunately, my husband was nearby and able to assist, but the nurse’s unprofessional and unsympathetic behavior left me deeply disappointed. While I understand that frontline staff work under considerable pressure, basic courtesy and professionalism should never be compromised. If the nurse was unable to assist due to workload, a polite and respectful explanation would have sufficed. I kindly request that management address this issue and ensure that staff are reminded of the importance of treating patients and caregivers with respect, even in challenging circumstances. Such behavior undermines the excellent work done by other staff members and tarnishes the reputation of your facility. Thank you for your attention to this matter. I hope steps will be taken to prevent similar experiences for other parents and caregivers in the future.
Visited January 2025
Beckenham Beacon Urgent Care Centre has not yet replied.
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Review titled Awlful
by Anonymous - Posted on 18 December 2024
Attended today as referred by 111 they gave me an appointment time for 17.30, I arrived 15 minutes earlier to be told it’s not run by appointment up to an hours wait so I thought better than going to A&E, I had my assessment at 17.35 given pain killers then ask to sit back in the waiting room to be called. However I seemed to of been forgotten about I was the last person to be seen at 8pm people was coming and going after me who was seen before me,the receptionist had to put me down again to be seen. Due to severe pain I had to get a cab there and back for a complete waste of journey, when I was examined I was told to sit again after around 20 minutes given a paper referral to A&E after waiting 3 hours I was not in no state in so much pain to wait all over again. Also the referral for A&E was for pruh not Lewisham. The communication with the dr or nurses was poor and not sympathetic. Coy isn’t even get an appointment with my gp prior to this as was told I’m not registered due to a change in address. I think in this country you will be dead before any treatment no one seems to care just passing the buck.
Visited December 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
I'm really sorry to hear about your frustrating experience. It sounds like you went through a lot of unnecessary pain and inconvenience. It's especially disappointing when communication and empathy from the medical staff are lacking, as these are crucial in such situations. Your feedback highlights several important issues, including the need for better communication about wait times and the importance of ensuring patients are not overlooked. It's also concerning that the referral was not for the correct hospital, adding to your frustration. I would appreciate if you would kindly contact us using this email greenbrook.bboffice@nhs.net, so that I can investigate further. It's important that your voice is heard so that we can share these concerns with the team and improve our services. Many thanks Management
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Review titled Not impressed
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2024
I’m not one to review but I was really bothered by this. I called up as I wanted to visit the clinic today. I’ve rung a few places round me where the open hours are wrong, or there are certain departments not open the whole time, so I rang to check if I could come in today and if my issue matched what they do. It’s not nice ringing up and telling someone about ur health issues and the lady on the call couldn’t have been more rude and unfriendly. I was really disappointed and upset that someone in a health care facility would be so rude for no reason.
Visited November 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
I'm really sorry to hear about your upsetting experience. It's especially difficult when you're seeking help and the response you receive is rude and unfriendly. It's important for our staff to be compassionate and understanding, especially over the phone when you're already feeling vulnerable. Your feedback is valuable and highlights the need for better communication and empathy from the staff. If you feel comfortable, sharing your experience with the management, please email us at greenbrook.bboffice@nhs.net, this might help address this issue and improve the service for others. Many thanks Management
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Review titled Excellent care
Rated 5 stars out of 5
by Michael Macnally - Posted on 23 November 2024
Although the initial nurse was abrupt and rude, the receptionist was professional and informative. After a wait of 90 mins my mother was seen and treated by a wonderful nurse, the whole team were working above and beyond, in such a busy clinic and should be applauded for their outstanding dedication. The waiting area and treatment rooms are kept to a high standard of cleanliness and there was professionalism and order kept throughout, one of the best NHS experiences ever, thank you.
Visited November 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
Dear Michael Thank you for sharing your experience. It's great to hear that, despite the initial interaction with the nurse, the receptionist was professional and informative. It's wonderful that your mother received excellent care from a dedicated nurse and that the entire team worked so hard under busy conditions. Your praise for the cleanliness and professionalism of the UTC is much appreciated. It's clear that the staff's dedication made a significant positive impact on your visit. Thank you for acknowledging their efforts and for sharing such positive feedback. This will be shared with the team. Many thanks Management
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Review titled Efficient and friendly
Rated 5 stars out of 5
by Mike Higgins - Posted on 26 October 2024
I presented with an injured wrist, was triaged, x-rayed and diagnosed in two hours on a very busy Saturday morning. The system was efficient and the level of care very good. All the staff who saw me worked well and with good humour despite the pressure on them. Keep up the good work!
Visited October 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
It's wonderful to hear about your positive experience, especially on a busy Saturday morning! The efficiency and high level of care you received, along with the staff's good humour under pressure, really highlight the dedication and professionalism of the staff members. Your feedback is a great encouragement for our team to keep up the excellent work. This wonderful feedback will be shared with the team. Many thanks Management
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Review titled Lovely staff
Rated 4 stars out of 5
by Local mum - Posted on 13 October 2024
I wanted to write a review because I think some of the others are a bit unfair. I took my 6 Yr old with a wrist injury to get it checked and it wasn't too busy early on Sat morning but yes, as you would expect on a weekend, it got very busy in the afternoon. Patients were triaged very quickly, we were able to get an xray onsite and the medical staff all looked after my very nervous daughter very well. Please be kind to the receptionists who have no control over wait times or the order in which patients are seen. I get it, people are sick or injured and distressed/emotional but you've just got to wait it out, it's not the fault of the staff. It would have been useful to know that xray doesn't open until 1pm but we still would have had the same waiting time of around 3.5-4 hrs for her post xray consultation then a bit longer for her cast to be applied afterwards. My only slight concern was the water ran out in the reception area (we brought our own anyway) and it did get very hot and stuffy in the waiting area but again none of this is the fault of the staff its due to the volume of patients requiring treatment. I think if you've a minor injury this service is great and frees up A&E staff in hospitals to deal with more serious conditions.
Visited October 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
Thank you for sharing your balanced and thoughtful review. It's great to hear that your daughter received good care and that the medical staff were attentive and supportive, especially given how nervous she was. Your understanding of the challenges faced by the receptionists and the overall system is very considerate. The x-ray waiting times are displayed on the notice board as you enter the unit and throughout the unit, as well as behind the reception desk the waiting times are displayed. Thank you for your feedback as it is valuable for other patients and for the UTC to make improvements where possible. This will be be shared with our team. Many thanks Management
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Review titled Terrible and horrible receptionist.
Rated 1 star out of 5
by Odutayo Phillips Matuluko - Posted on 09 October 2024
Receptionist are the gate way to an institutions. A good attitude with empathy and sympathy set a good example and standard for the day. The second older receptionist today, the 9th need to me happy in what she does!
Visited October 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
Dear Odutayo You're absolutely right—receptionists play a crucial role as the first point of contact in any institution. Their attitude can significantly impact the overall experience for patients and visitors. It's important for them to approach their role with empathy and a positive demeanor. It's unfortunate to hear that your experience with the second receptionist wasn't as positive. Everyone deserves to be treated with kindness and respect, especially in a healthcare setting. I sincerely apologise for the bad experience you had. Sharing your feedback with the management might help address this issue and improve the service for future visitors. Please kindly email us on greenbrook.bboffice@nhs.net, so I can investigate further. Many thanks Management
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Review titled An excellent service
Rated 5 stars out of 5
by Gordon Canham - Posted on 13 October 2024
Went to the Beacon this morning . Had never been there before and needed advice and treatment for a burn on my foot. From the point of entry until leaving I was impressed by all the members of staff I saw. They provided excellent support and were able to adequatley assist with my injury providing everything that I needed to put my mind at rest and hopefully put me on the road to recovery answering any questions that I asked.
Visited October 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
It's wonderful to hear about your positive first experience at the Beckenham Beacon UTC. It sounds like the staff were attentive and supportive, ensuring you received the care and reassurance you needed for your burn. Knowing that they answered all your questions and provided everything necessary for your recovery must have been very comforting. Your feedback highlights the excellent service and dedication of the Beacon's team. This will definitely be passed on to the team. Many thanks Management
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Review titled Chaotic reception area, rude reception staff
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2024
I was asked for visit by 111. I was triaged within 30 mins but not seen for 3 hrs. At no point was I told the waiting times. Patients were frustrated and children with head injuries not seen quickly. Some had bleeding head wounds and visible facial swelling. There was no feedback to patients who therefore become angry and anxious. The reception staff had a change over while I was there and again, no effort was made to manage or apologise to the patients waiting to be seen. It is as if the patients do not exist and are an inconvenience. The contrast with the Dr, when seen, was very obvious. The Dr was kind, courteous and compassionate. The reception staff rude arrogant and unprofessional.
Visited October 2024
Review titled Beckenham Beacon Urgent Care Centre
Replied on 28 January 2025
I'm really sorry to hear about your experience. It sounds like the lack of communication and long wait times were very frustrating, especially given the urgency of some patients' conditions. It's important for patients to feel acknowledged and informed, and it seems like this was lacking during your visit. Your feedback about the contrast between the reception staff and the doctor is significant. While it's great to hear that the doctor was kind and compassionate, the unprofessional behaviour of the reception staff is concerning. Sharing your experience with the management of the centre could help us address these issues and improve the service for future patients. Please kindly email us on greenbrook.bboffice@nhs.net. Many thanks Management
Information supplied by Greenbrook Healthcare (Hounslow) Limited