Bellegrove Surgery
174 Bellegrove Road, Welling, Kent, DA16 3REContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Bellegrove Surgery.
Reviews
-
Review titled NHS Booking error
Rated 5 stars out of 5
by Pete Berry - Posted on 09 October 2024
On 8/10 and 9/10 I rec'd 2 txt msgs in error, from NHS Booking, to a person Veronica for Flu and Covid jabs today 9/10 at the Wembley Centre for Health. I had my jabs with you good people on 5/10 thank you! I tried to be a good citizen, phoned the Wembley Centre. The phone is out of order. I phoned Whittington Trust, wtg 20mins for answer where the operator put through to an automated booking system. I gave up and phoned another Whittington listed number to get transfered to a service "up north". I gave up. So my concerns are twofold. [1] Someone is sending a medical reminder to me meant for another person. [2] there is no way I can helpfully alert a responsible person of that error. I am used to getting txt msgs in error from all sorts and just ignore them but this one time I try to do good ends up simply raising my heart rate! You seem to be the only forum for me to express my concern. I can forward you the person's booking number or the whole txt if that's useful. I know how frustrating it is when a Practice make an appt. and the patient fails to show. I was just trying to prevent that happening this time, in vain. Any advice from you would be welcome. I have stopped hyperventilating now! Thank you for all your good work people. regards Pete.
Visited October 2024
Review titled Bellegrove Surgery
Replied on 14 October 2024
Dear Pete, As per my telephone call with you today - I have managed to contact 119, the NHS Vaccination Booking Service, today and inform them of their mistake. They have assured me they have informed the service that sent the text of the incorrect telephone number. I hope this will prevent any future texts to your number. Also thank you for your kind comments which I have forwarded to staff. Kim Hunt Practice Manager
-
Review titled Inconsiderate surgery with a lack of Compassion and care.
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
My Son and Daughter both have ADHD They are both proscribed methylphenidate of varying types. My sons medication was late on his previous prescription and we had planned to register with another doctors surgery due to relocating. Because of this we applied for our new prescription a fortnight early to ensure it was ready on time(and as advised by the Bellegrove surgery). Despite various phone calls with reception explaining that we were changing surgery, the prescription was never approved and as a result of being un registered with this surgery we are now a week without any medication. On Friday there was a call made to the surgery to explain the situation and asked if there was anything that could be done to provide a weeks medication to accommodate to transition between surgeries. Bellegrove surgery were unable to help. My Son lacks the ability to control his emotions when un-medicated, and this has caused so much unnecessary upheaval purely a result of the incompetence of the Bellegrove surgery team.
Visited February 2024
Review titled Bellegrove Surgery
Replied on 23 May 2024
Dear Anonymous, It is difficult to investigate your concerns without specific patient information however I can say with confidence that there is a national shortage of some doses of Methylphenidate resulting in delays with pharmacies dispensing the drug due to stock levels and availability. This often means a change of dose requested by the pharmacy to dispense the drug e.g 1x 20mg to 2x 10mg, which we often have to re-issue. In regard to your request for us to issue medication whilst you transition to a new GP, we would only deny this if the medication was not due, to prevent hording of medication in a national shortage situation, or if the patient was no longer registered. A patient generally is only unregistered when the new GP registers them so they are not left without a GP, hence the responsibility to prescribe would have been with the new GP as we cannot issue medication for an un-registered patient. I do sympathise with you and your Son if medication was not prescribed/dispensed in a timely manner but do not agree this was due to any incompetence, inconsideration or lack of compassion on our part. Mrs Kim Hunt Practice Manager Bellegrove Surgery
-
Review titled Lack of Decent Care from Bellegrove Surgery
Rated 1 star out of 5
by J Welch - Posted on 30 May 2023
I explained to the surgery that my asthma is bad in that my breathing is getting worse and they are so not interested! I had to do one of their ridiculous E-consultations only to be told I have been added to a list for a clinician to review tomorrow morning! I called the surgery to express my dissatisfaction about having to wait until tomorrow (bearing in mind breathing issues are supposed to be treated as urgent) only to be told more or less there is nothing they can do, the Doctors are busy and "it says in the email to call 111 if my symptoms worsen". So in short what they are saying instead of them giving me a 5 minute appointment, I should go to A&E and get them to do the GP's job even though A&E are so overburdened a thousand times more than Bellegrove Surgery could ever be. Covid was the worst thing that ever happened to this GP surgery, it used to be a great surgery but it's now the worst in the area (when I compare notes with friends who are registered at different practices), this surgery did not return o normal after Covid like the rest of the World. The lack of care towards their patients is astonishing.
Visited May 2023
Review titled Bellegrove Surgery
Replied on 02 August 2023
Dear J Welch – Whilst I cannot divulge personal details on this website, I have looked in to this and found that we received your e-consult at 15:01 on 30/05/2023, responded at 15:13 on the same day giving a 10 minute telephone appointment the following morning with our Duty Doctor with the proviso that should your symptoms worsen you should call 111 or attend A&E. All our Duty Doctor appointments for 30/05/2023 had been allocated by that time. I understand that you were called, your symptoms discussed and you were given treatment the following morning. Therefore I do not agree that we 'were not interested' or ‘Gave a lack in decent care’. We now triage all appointment requests for a Doctor using e-consult due to unprecedented patient demand and to enable us to triage requests into routine and urgent appointments and also to book with the most appropriate clinician. I hope this helps you to understand our new process so you can access it in the future. Mrs Kim Hunt Practice Manager
-
Review titled Great care and efficiently run
Rated 5 stars out of 5
by Anonymous - Posted on 20 June 2023
I would like to express my gratitude to my GP at this surgery for providing great care regarding my mental health condition and possible (not yet formally diagnosed) neurodiversity. Not only did I feel listened to with empathy, respected and validated in my experience of high anxiety and other symptoms, my GP also suggested a medication change that has proved to be working really well and referred me for further assessment. I have seen many different professionals over the years regarding my mental health issues, but the interactions with my GP have been up there with best practice when it comes to respect and empathy, professionalism, feeling validated and effective treatment recommendations/ further assessment. Secondly I would like to mention that the surgery is run very well and efficiently which cannot be said about all GP surgeries. Unfortunately I've had to leave due to moving house but I wanted to mention the above as people are quick to leave a review when things don't go well but often don't mention the positives (me included).
Visited April 2023
Review titled Bellegrove Surgery
Replied on 02 August 2023
Dear Patient – Thank you for your kind comments. It is great to hear some positive feedback and to know that you feel you have received a good service that is well-run, professional and efficient. I have forwarded your comments to all staff who I am sure will appreciate them too. Good luck with your home move. Mrs Kim Hunt Practice Manager
-
Review titled Dissatisfied with service
Rated 1 star out of 5
by Sandra Baxter - Posted on 14 April 2023
No way to book an app on the phone. Only econsultations, to which they reply telling you you will be contacted many days later, they don't give you a time of the day when Dr will call you. They only call you once and don't try again. Since covid the service in this surgery has gone down hill. I was very ill recently had to put about 3 econsultations did not get a call only a cough syrup and nasal spray sent to the chemist over 3 weeks after the problem started. I had to put another e consultation like begging for Dr to call me. Today the Dr called to discuss blood tests and unfortunately I press the wrong key and cut him off, I called the receptionist and explained, she said she will put a note for the Dr to call again. Nobody call. My son had an accident and asked for x-ray form to check if rib broken, was given a f2f app for next week 3 weeks after the initial incident. The advice was if he could not wait go to a and E. If u have a suspected urine infection u still have to do an econsultation and wait for them to contact you to tell u to bring a sample. I work in a surgery and there patients can make on the day apps for emergencies, or prebookable for the week or 2 ahead. In case of uti patients dropped urine and is dipped by the nurse. We don't get inundated with urine samples, as the receptionist at bellgrove surgery claimed is the case. On a bad day max 5 urine samples. I have been with this surgery for 25 years, but lately the service is pitiful you are made to feel as if Drs are doing you a favour. The system should be improved to give pts options of booking apps on the phone and to consider that pts work and can't take a call any time and to call the pt twice if pt did not answer. It is the case in other surgeries not only where I work. I know you probably think that if I am not happy I should find another surgery, that's not the solution. I am extremely dissatisfied at the inflexible changes the surgery have made.
Visited April 2023
Review titled Bellegrove Surgery
Replied on 05 May 2023
Dear Sandra We have decided to use an e-consult triage system due to increased demand, a skill mix of clinical staff and to enable triaging of appointment requests so that urgent requests are seen sooner and more routine/follow-up requests are given appointments usually within 10 working days. Appointments may be telephone or face to face depending on the type of problem or symptoms and can also receive an e-mail in cases of requests for a sick note, letters or for medications issued in response to your request. We prefer not to give a time of day for the telephone call as the Clinical session can run late or early depending on patient’s answering their calls. Our clinicians always ring twice and if the patient rings back saying they have missed a call and the session is still in progress the Reception staff will add a note to the system to let the Clinician know the patient is now available, despite this adding to the clinician’s workload. In regard to your personal econsultations this is not the platform to discuss this, if you would like to e-mail the surgery I would be happy to investigate this for you, however I would add that 2 received were actioned within 2-days and a further 2 received were deemed as routine and were given telephone appointments within 5 working days. I would also say that if an accident caused a problem with a rib the patient should attend A&E (Accident and Emergency) rather than contacting a GP, if they do contact a GP then it would be considered non-urgent hence the waiting time. In regard to the suspected urine infection, we ask for an e-consult to enable time for the nurse to dip the urine and sort out the forms etc if the specimen needs to go to the lab and request antibiotics from a clinician if necessary. I am sorry that you are not happy with our surgery but hope my explanations help you to understand our triage system. Yours Faithfully Mrs Kim Hunt Practice Manager
-
Review titled Worst receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 18 March 2023
I have arrived to my appointment with my 4 years old son. A receptionist and a nurse where there. The nurse looked at me badly and shook her head. I introduced my self and told them the time of the appointment given to me at the phone, with no text sent or reminder. The receptionist next to the nurse told me I was late, as the appointment was an half an hour earlier. I was surprised, she didn’t allowed me to say a word. She continued saying she was sure it was at the earlier time as she was the one speaking to me at the phone. Now they were closing, thank you and good. So I went away, especially because my son was assisting at a bad situation and I didn’t want to get it worst. I am pretty sure I took the right time given to me as I really needed that appointment and it was two weeks that I was waiting for it!! Nevertheless, let’s say I am wrong. Is this the way to speak to a person, especially with a child with her. Is this the way to look and treat a person? I have to say I am happy with the doctors of this clinic. The problems have always been the receptionists. They should all be fired!
Visited March 2023
Review titled Bellegrove Surgery
Replied on 05 May 2023
Dear Patient, My understanding is that this was an appointment at the Primary Care Networks Enhanced Access Surgery which is undertaken every two weeks at Bellegrove Surgery. Therefore no text reminders are sent for this service. On speaking to the member of staff booking patients in she did remember the incident as you were indeed 30 minutes late for an afternoon appointment and the GP could not see you as she had already finished the session and was in the process of leaving. I am sorry you feel that this Receptionist was not sympathetic to your situation but I am unsure what more she could have done to help you. I am dismayed that you feel this way towards our Receptionists who constantly strive to help patients access our services appropriately and are continually working extremely hard helping patients with any queries they may have. We often have thank you cards from patients for helping them in difficult circumstances. If you have a particular problem I would be happy to discuss this with you. Yours Faithfully Mrs Kim Hunt Practice Manager
-
Review titled Prescriptions
Rated 3 stars out of 5
by Anonymous - Posted on 04 February 2023
Can you tell me when we will be able to order repeat prescriptions on app once more. As it is inconvenient to have to bring them to the surgery.
Visited January 2023
Review titled Bellegrove Surgery
Replied on 05 May 2023
Dear Patient We switched this option back on in February 2023. If you contact Reception they will be happy to assist you with re-gaining access to our new patient access system which links to the NHS App and will re-instate the ability to order repeat prescriptions. You may be asked to fill out a form if you have not done this before. Yours Faithfully Mrs Kim Hunt Practice Manager