Beeches Surgery
9 Hill Road, Carshalton, Surrey, SM5 3RBContact details and opening times
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Reviews
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Review titled Practice managed terribly
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2023
This used to be a great practice but they seem to have a high admin turnover and each member of staff seems to be more unhelpful than the last. My last telephone calls with them were rude, unprofessional and incredibly unhelpful. They also still do not see patients with Covid no matter the situation or how vulnerable the patient is whereas many other practices just put measures in place to allow them to do this. The practice is not run well and they do not book face to face visits, you instead need to go through a telephone visit first. If it’s something that needs to be seen or listened to such as a rash, a lump or suspected breathing complications (which you’ve already explained to the receptionist) they will still book a telephone appointment first. If this is to save time it only wastes everyone’s time. The receptionist always asks why you need to see the Dr but there doesn’t seem to be any triaging here like there is at other practices or like they used to do prior to Covid. Rather than offering a face to face for something urgent and important but not yet an emergency they will advise you to go to an urgent care centre or A&E to have a face to face appointment instead although it is not an emergency and that is not what those services are for. A couple of the Drs here are fantastic but they also have many Drs and nurses who come and go (possibly locums) who are terrible and have given me personally conflicting and scarily incorrect information and advice. If you aren’t happy with the service you can complain to the Practice Manager, however whenever I am physically in the Drs surgery the receptionist is always on the phone telling someone they can complain to the Practice Manager or that the Practice Manager will call them back. However, looking at the reviews here the surgery is stating that they take the care of their patients seriously and ask reviewers to contact the Practice Manager to discuss the issue. This standard template response further impounds that the surgery do not care about their patients. I am sure this review will get the same or similar response. There seem to be a lot of reviews on here about the telephone system, this has been a problem going back years. The surgery are aware of the issues but do not rectify it which is so frustrating when you have to keep calling the surgery 100 times at 8am if you want any hope of an appointment. You also cannot book future appointments, they only offer same day and either morning or afternoon so you wait by the phone all day. If you miss the call you’ve missed your chance, they will not call back and you cannot reach the dr through reception. Since Covid, the surgery has become abysmal and the level of care has dropped to substandard levels. The admin staff are awful and common sense working and patient care no longer seem to prevail here. It’s very sad. We are tired of all the issues and like many others are looking to move our family to another Drs surgery.
Visited February 2023
Review titled Beeches Surgery
Replied on 02 March 2023
Many thanks for your feedback. We are very sorry to hear of your experience. Please be assured that we have infection control procedures in place to allow face to face review of covid patients ( usually after triage). Please also be aware of the unprecedented demand for appointments in primary care nationally. We are constantly looking at appointment access and ways to improve it. Please note we do currently offer pre booking of appointments with Doctors, Nurses and other healthcare staff. We would welcome if you would please contact our practice manager to discuss your concerns further. Once again many thanks.
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Review titled Lovely staff
Rated 4 stars out of 5
by Anonymous - Posted on 03 March 2023
I regularly attend appts with the nurses here and the whole team are so lovely every time I go. I get booked in with no hassle and I'm seen on time. Thanks for everything you do.
Visited October 2022
Review titled Beeches Surgery
Replied on 23 May 2023
Thank you for your feedback, we are happy to hear that our appointment system is working as we intended. I will pass on your comment to the team. Best wishes, Beeches Surgery