Bermondsey Spa Medical Centre
Eyot House, 50 Old Jamaica Road, London, SE16 4BLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Becoming very bad practice
Rated 1 star out of 5
by Very Disappointed Patient - Posted on 27 September 2023
22.9.23 told am callback, I called back told next in list, called back again told I’m on the list. 18.30 whilst eating finally get call. 25.9.23 called told am callback again no call at all. Did E-form. Says advice / treatment by end next working day. 26.9.23 text arrives informing ‘Clinician Will Review 29.9.23 If Necessary Call Before 6.30pm’ time I get to speak to someone it will be Week. 26.9.23 was in queue for 45 minutes starting at position 5. More than 1 receptionist is needed. Patients should be your main …Priority….
Visited September 2023
Review titled Bermondsey Spa Medical Centre
Replied on 05 March 2024
Dear patient. We are sorry that you had such a negative experience trying to make an appointment. We have invested a great deal of time and effort to improve our access systems in order to increase patient access to the service. Improved telephone systems and care navigation training as all been completed over the past few months. I hope that you have a more positive experience in the future.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2023
Completed an E-consult on July 13th and was informed someone will give a call by 18:30, next day. No calls till today(18/07/23), called GP to find out and after staying on the line for about 30 minutes; a lady picked up and hanged up the phone! Since then I have tried a few times and I'm always "number one on the queue" but none answered! Most of the Receptionists I come across in this are rude, unprofessional and clueless. They seriously need customer service training, if not being removed from any patients facing roles.
Visited July 2023
Review titled Bermondsey Spa Medical Centre
Replied on 19 July 2023
We are sorry that you have experienced issues in using the e-Consult Service. E-Consult is an effective and efficient means of accessing one of our clinicians for communicating your health care concerns. We are also disappointed that you have experienced problems with our telephony system. We would like to investigate your comment that you are "number one on the queue" but none answered! and also that you say "most of the Receptionists I come across in this are rude" unprofessional. As your posting is anonymous, we cannot look into your concerns. We would be happy to investigate this further. Please asked for a member of the management team; Triston, Robert or Chambis.
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Review titled Awful practice
Rated 1 star out of 5
by Anne Stone - Posted on 29 March 2023
Completed an eConsult regarding medication and was informed that a Pharmacist would call me on 28/3 between 09:00 and 13:00. Surprise surprise, no call. Rang surgery on 29/3 to discuss reason and was told I was on list for call today. Get your act together, no one seems to know whats going on. You may want to change your website as this advises the fastest way to book an appointment is via the app, however when you go on the app you get the message that surgery has no appointments available for online booking. So call surgery to be told no appointments available for weeks. You could be recovered or dead before you get to see a gp. I don’t want a gp to call me I want to be seen. Other surgeries have bookable face to face daily, why not Bermondsey Spa?
Visited March 2023
Review titled Bermondsey Spa Medical Centre
Replied on 29 March 2023
Dear Anne Stone, I am sorry that you feel that you had a negative experience regarding the telephone consultation with the Pharmacist. I can see that you are on the list for a call back from the pharmacist team today. We do have many face 2 face appointments every day, however, the capacity is overtaken by the sheer demand and we cannot offer a infinite number appointments. General Practice is under increase strain to meet the demands of all our patients within an expected time frame. I do apologise for the fact that this is the case throughout general practices in the UK.. I hope that you have a positive outcome after speaking with the Pharmacist. I would be happy to discuss any issue's further. Please contact a member of the Management team- Triston, Robert or Chambis should you wish to discuss further.
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Review titled Reception and contact
Rated 1 star out of 5
by Anonymous - Posted on 10 February 2023
The practice is very quick at responding to medication requests and providing results. The bottleneck seems to be at reception and procedures. Rather than hang on the phone mid-afternoon I requested a call back. Do you really have a call back service?? I waited for four hours and no one phoned back. I took a different tack and hand delivered a letter to reception to ask for an appointment for hearing aids. A text was sent to me telling me to contact the surgery. I telephoned (and hung on this time) and said I was told to make a phone appointment. One of the receptionists barked at me "Who told you that?!!" The, I was given a date six weeks hence. My issue is a simple matter, NHS hearing aids are greatly improved and updated every three years now. I have had private hearing aids for twenty years. All I wish the doctor to do is to send an email to Specsavers. Did I really have to wait six weeks for that?? I have found the reception and phone set up so discouraging that in future I shall simply take a written request and leave it at the practice.
Visited February 2023
Review titled Bermondsey Spa Medical Centre
Replied on 20 February 2023
Dear Patient, thank you for taking the time to post your comments. We are glad that you find the medication requests and providing results a positive experience. We are however, sorry that you have had a more negative experience dealing with reception and receiving call backs from clinicians. I can assure you that all clinicians do call patient's back and log this information for auditing purposes. In regards to NHS hearing aids, some times there does need to be a discussion with a GP in order to ensure that all the information and current diagnosis are in place and up to date. We would be happy to look into the hearing aid request in more detail. If you would like for us to do so, please contact our operations manager Robert at your earliest convenience.
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Review titled Abrupt Cold and Uncaring Call
Rated 2 stars out of 5
by Dee - Posted on 02 February 2023
I had to complete an EConsult to get a call from a GP. I had fallen over on my knee onto concrete and hurt it pretty bad. I could not get an appointment over the phone. After had completed form which is lengthy, I thought a GP would phone me on a certain day. When the person rang it wasnt a GP it was a higher Practice Nurse instead. She was very blunt, rude and had no compassion. I requested an Xray on my knee of which she was reluctant to offer. She asked why I wanted the Xray. I replied, well to see if I had done any further damage to my knee. I was not examined or seen by a GP or nurse and wasnt asked to come in to be checked over after my fall. But she gave me the form in the end for an xray. She asked me, my name bluntly, when she called and kept trying to put off giving me an xray. She didnt even ask how I fell or how I was feeling or what the circumstances were.
Visited January 2023
Review titled Bermondsey Spa Medical Centre
Replied on 29 March 2023
Dear Patient, I am sorry that you feel that the consultation with our Advanced Nurse Practitioner was a negative one. I have spoken to her in a general context regarding your comments. I believe that the questions regarding your request for an X-ray, in the first instance, on your knee, were to ascertain the viability of requesting an X-ray. The clinicians use their clinical judgement to decide when patient's need face 2 face appointments. Given that you had requested an X-ray, perhaps the ANP had decided that you would be seen if required following the x-ray results. I hope that you had a positive outcome to this incident. I would be happy to discuss any issue's further, however, do not have your full contact details. Please contact a member of the Management team- Triston, Robert or Chambis should you wish to discuss further.
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Review titled Cant get a GP appointment
Rated 1 star out of 5
by Ray - Posted on 25 January 2023
I had a health check and was told I need to have a 24hr monitor, as have hypertension and told by a doctor that I should make an appointment to see my GP for results. To see whether also my meds would have to be increased or decreased. Then I returned the equipment to the nurse. When I tried to make another appointment to see a GP,, I was told, there are none available, even when I requested one for a months time? Still they would not give me a GP appointment. I kept being told that their in house pharmacist can deal with it all. So have a phone appointment with their pharmacist next week. But can a pharmacist change the dose of meds? Decide whether I need to continue on them or not? Make a dose higher or lower if needed?. Hypertension is a serious illness and seems to be treated as a pass off like many other things. Years ago it was easy to see a doctor, now seems impossible. The service is now very disappointing and there is a big decline in consideration and care of patient and nothing is ever followed through..
Visited January 2023
Review titled Bermondsey Spa Medical Centre
Replied on 29 March 2023
Dear Patient, I am sorry that you feel that you had a negative experience regarding 24hr BP monitoring, and hypertension management. It would be common practice for the surgery to contact a patient if there were any concerns with BP readings. Practice based prescribing pharmacists can manage, prescribe and alter medication. They would liaise with a doctor should they have any queries, however they are highly trained professionals with medication as their speciality and work to high clinical standards. I hope that you had a positive outcome to this incident. I would be happy to discuss any issue's further, however, do not have your full contact details. Please contact a member of the Management team- Triston, Robert or Chambis should you wish to discuss further.
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Review titled Appalling
Rated 1 star out of 5
by James Sheen - Posted on 19 January 2023
Impossible to get a face to face appointment for months.Impossible to get a telephone appointment over the phone so fill out online form and get a text message saying a doctor will contact by phone by such and such a date.No doctor ever calls.They just ignore you and couldnt care less about their patients.There cant be many worse doctors surgerys in the country.
Visited December 2022
Review titled Bermondsey Spa Medical Centre
Replied on 24 January 2023
Dear James Sheen. We do understand your frustration. The face-to-face appointments do need to be triaged by a clinician with a phone call first. I am not sure what went wrong with your eConsult and telephone call back, however, We would be more than happy to discuss this with you and look into the audit trail of your request. I can assure you that we do not "just ignore you and couldn’t care less about their patients" We are very sorry that you have had such a negative experience and would be very happy to discuss this further to see what we could do to assist you. Regards- Chambis/Robert Practice managers.
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Review titled Don't bother registering here
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2022
I am completely shocked by how ill equipped this clinic is to deal with its patient load. Not sure if it's a NHS funding issue or terrible management but something isn't working. For the third time in 2 weeks I can't even get into the 8am phone queue to try book an emergency appointment today. Despite calling every 5-30 seconds for 15 mins, all I get is the busy tone. When I raised this with the receptionist last week I was told they have no idea why that's happening, rather than they'll look into it. When you do finally get onto a receptionist, you get to learn the earliest appointment is in 6 weeks and you don't get any time allocation, you just have to keep a whole day free for a doctor's call. Great for those with full time work. Furthermore, I was advised you can only discuss one health issue with your doctor per appointment, which would make sense if you can get appointments easily but borders on absurd given you have to wait 6 weeks and they'll only book one appointment at a time. As someone with multiple chronic health problems that require active management to avoid long stints of work/hospital admissions, it is a complete failure of patient care. Finally, when you go into the clinic the receptionists leave you waiting for at least 5 minutes without ever acknowledging your presence. It looks like they're quite busy but would be nice for someone to say they'll be with you when they can, especially when you're waiting as they talk amongst themselves. Honestly I would keep looking for another health clinic rather than registering here. When I initially saw reviews I thought "I'll be proactive, how bad can it be". Well the answer is, pretty bad!!
Visited December 2022
Review titled Bermondsey Spa Medical Centre
Replied on 05 December 2022
We are sorry that you have had such a negative experience while using our service and that you found if , "pretty bad"!! As you have chosen to remain anonymous, its is difficult to look into your particular comments in detail. I can confirm that most physical (face –to-face) appointments are made after a telephone triage; when the clinician makes the clinical decision as to whether a patient actually needs a face-to-face consultation. A scheduled surgery appointment will be made, if necessary, after assessing the particular case. There are a number of options available to patients regarding appointment: • scheduled surgery appointments • scheduled telephone consultation. • telephone triage • online consultations • home visits • extended access appointments Every day, we receive requests for help or advice through patients calling in, walking in, and now also online via online consultations. For each patient request, the practice needs to work out: • Why they have sought help from their GP • What kind of help the patient needs • How quickly the patient needs help • Who is the best person to help this patient • Where and when the patient should be seen The answers to these questions help the practice to sort patients based on their needs. This process we call triage. Triaging is essential in dealing with hundreds of patients a day, all with different needs, requests and health backgrounds. Online consultations allow our patients to submit their request whenever they need to. There is no need to wait in a phone queue, travel to the practice or wait until the practice is open. The request is sent to the practice by the patient. Patients can do all of this from home, on their computer, phone or tablet. Rather than having to guess which healthcare option would be right for them, they can go online, submit an eConsult and wait for a clinician to tell them. eConsult has ‘red-flagging’ built-in. If you answer questions that suggest your condition is more critical than can be seen at a GP practice, you will be stopped and advised to seek more critical care. We would be more that happy to discuss your experience further if you contact a member of the management team at the surgery.
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Review titled Appalling Service from Rude Receptionists
Rated 1 star out of 5
by Maria - Posted on 24 November 2022
I'm a chronically ill, disabled, elderly person who's had numerous hospital admissions in the past 3 years, and regularly needs to see a GP face to face. However, most of the receptionists, in my personal experience, are extremely unhelpful in that regard, churlish, disrespectful, unprofessional and inconsiderate towards the patient; they belittle all my health problems, and make the registered GPs totally inaccessible to their patients, as we are always given the same negative response: there are no appointments available. It makes absolutely no difference whether I call at 8am when they open, or I go in person to the surgery; either way, I have to wait for ages (I've noticed that the receptionists have the terrible habit of chatting among themselves while ignoring the people waiting in a queue right in front of them!), only to be told the same thing: no appointments available, try again the next day. It's a never-ending vicious cycle!
Visited November 2022
Review titled Bermondsey Spa Medical Centre
Replied on 25 November 2022
Dear Maria, I am sorry that you have had such a negative experience at the surgery. We always try and provide the best possible health Service to all our patients; especially the chronically ill, disabled, and elderly. GP face to face appointments are triaged by patients getting a call from the doctor, and then the doctor deciding whether a patient needs a face2face. We would be happy to discuss the various options available for booking appointments and would recommend that you ask for a member of the management team next time you are able to do so. Our GPs are accessible to patients, and have been throughout the pandemic, and post pandemic. We look forward to discussing yaourt concerns.
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Review titled Great practice serving the local community
Rated 5 stars out of 5
by Anonymous - Posted on 16 November 2022
Bermondsey Spa is a great practice where the staff are a credit to their profession. They are working hard to serve the community. I felt listened, respected and cared for. The advice was supportive and I was able to book an appointment when I needed one. They are clearly very busy but I know that the practice is doing all that it can to maintain the health of those in the local area.
Visited November 2022
Review titled Bermondsey Spa Medical Centre
Replied on 25 November 2022
Dear patient. We are so happy that you have had such a positive experience while using the services at our surgery. It is encouraging when patient's notice the efforts that all our staff make. A big thank you for taking the time to post this review/comment. This is a great boost for staff morale.