Cator Medical Centre
Beckenham Beacon, 379 Croydon Road, Beckenham, Kent, BR3 3FDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Booking problems and no medication available
Rated 2 stars out of 5
by Anonymous - Posted on 05 April 2023
I have been a patient at this surgery for several years with a long term condition and could usually get an appointment if needed. Appointments were released throughout the day. Now I was told that they do not do "advanced appointments" or emergency appointments and everybody has to call at 8am or visit and once appointments are gone that is it. Instead of making an appointment I thus ended up using e consult. Unfortunately I was prescribed a prescription medication that is not currently available! Disappointing. I feel this surgery has gone downhill.
Visited March 2023
Review titled Cator Medical Centre
Replied on 14 July 2023
Dear Patient, thank you for your feedback comments. We are sorry that you have experienced difficulties with our appointment system and that you feel our level of service has dropped. We are currently reviewing our appointments booking system and, as we value constructive feedback from our patients, we will include your comments as part of that improvement process. If your prescription issue has not been resolved to your satisfaction, please can you either ring or email us (our email address is on our website) with the details so we can resolve this for you. Once again, thank you for taking the time to bring these matters to our attention. Kind regards, Cator Medical Centre
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Review titled Appointment Mayhem
Rated 2 stars out of 5
by Anonymous - Posted on 24 March 2023
Tried making doctors appointment for a future date, was told practice no longer doing that?? Reception explained I could ring every day at 8am to get same day appointment but no appointments were being made for future dates. Didn't want to take urgent appointment and felt future date would suit me better as I work full time and can plan better if I have a date and time booked ahead. Reception advised this is something new they were told to do and there doesn't appear to be a time limit on it. Surely we should be able to book an appointment in advance?
Visited March 2023
Review titled Cator Medical Centre
Replied on 19 July 2023
Dear Patient, thank you for your feedback regarding the problems you've experienced in booking an appointment at the surgery. I am sorry that you have had difficulty with our appointment system and I apologise for the delay in replying to you. At the time when you made your comments, we were trying to improve our service in order to best meet clinical needs by introducing a book on the day only appointments system. This was a temporary measure while we addressed a real crisis in staffing levels which meant we needed to optimise whatever appointments we could offer to their full potential. We were also experiencing a lot of patients not fulfilling their appointments when booking ahead which meant we had a high number of wasted appointments. We have been listening to our staff and importantly our patient’s comments, all of which were discussed at our Business Meeting on 14th April 2023. Accordingly we have decided to revert to having some forward booking appointments for each GP and are now actively looking at overhauling our whole appointment system to improve the service we offer our patients. We have also started to send out warning letters to patients who do not attend their pre-booked appointment. It should be noted that these appointments will still go very quickly and we continue to seek a better system to meet the demand. I hope that you managed to eventually book an appointment but, if you are still having problems, please do not hesitate to contact me or send your details (full name, date of birth, address and NHS number) by email to the surgery, and we will look into this for you. We are really grateful for the comments we receive from our patients as we strive to provide a high level of care to all our patients. I'd like to take this opportunity to thank you very much for your views and for being a valued patient at the surgery. Kind regards, Geoff Cook, Patient Liaison Officer Cator Medical Centre
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Review titled Great doctors
Rated 4 stars out of 5
by Joanne Reeves - Posted on 03 February 2023
I think the drs are great when you can get appointments as they are very helpful understanding and are able to explain things in a way that I can understand when needed . I had a appointment at end of January In which I had certain things explained to me in a way that I was able to understand better
Visited January 2023
Review titled Cator Medical Centre
Replied on 06 February 2023
Thank you for taking the time to leave us this positive feedback. Your comments have been passed onto the practice team who are delighted to learn that you are pleased with the service provided by us. Cator Medical Centre
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Review titled Bizarre booking system
Rated 2 stars out of 5
by Anonymous - Posted on 10 January 2023
I have called two days in a row to book an appointment for my son but it seems the practice only releases appointments for the same day. I understand the practice is likely very busy, but I don't see how expecting everyone to scramble for a free appointment each morning solves this issue. Tomorrow morning I will have to call again and wait in the phone queue in the hopes we can get an appointment (which I will then probably have to take my son out of school to make). If I want an appointment, I may end up taking one from someone who's need is more urgent, just because I got through their phone system sooner. The system doesn't make sense.
Visited January 2023
Review titled Cator Medical Centre
Replied on 06 February 2023
Thank you for taking the time to leave us this review. I can see that you have left your comments anonymously. I would be grateful if you could e-mail us further details of your complaint to selicb.catorfeedback@nhs.net. As a practice we do offer routine appointments, pre-bookable up to 6 weeks ahead. These appointments are very popular and do get booked up quickly. Alternatively you may telephone the practice at 8:00am for an appointment on the same day - the need does not have to be urgent. We have largely received positive patient feedback regarding our revised system of making most appointments bookable on the day, either online, in person or on the telephone. We have also noticed a significant improvement in missed appointments as a result of this. We continually review our access arrangements and shall take your feedback on board. Kind regards, Cator Medical Centre
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Review titled Very Good Practice, however
Rated 2 stars out of 5
by Tony - Posted on 05 December 2022
have recently tried to call to arrange a same day appointment for my 85 year old mother, and was unsuccessful. Today tipped the balance when called from 8.00am sharp until my phone ran out of battery at 9.50am. Surely this is unacceptable
Visited December 2022
Review titled Cator Medical Centre
Replied on 07 December 2022
Thank you for taking the time to leave us this feedback. We are very sorry to hear of your difficulties in trying to obtain a same day appointment for your mother. Our practices, like all practices, are currently experiencing unprecedented numbers of phone calls (yesterday we took in excess of 800), largely due to the Strep A outbreak. Our team are doing their absolute best to answer calls as quickly as they can, but waiting times will remain affected as patient contacts and service demand considerably outweighs resource at the present time. We are doing all we can to look at temporarily re-modelling our service delivery, so as to improve access for patients. For now, as an alternative, please come down to the Practice at 8am or use E-consult via the website. Thank you.
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Review titled Terrible people skills from receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 09 December 2022
Our family has been with actor medical for around a year, and we usually have never had any problems. We have recently moved houses, which is just over an hour away from the medical centre. Due to registering at a new doctors takes 3 weeks, we needed an emergency appointment for our our 11 month old, who had been unwell for the past 5 days with a fever, cough and possible ear infection as he keeps holding his ears. We phoned cator medical centre today to book an emergency appointment. We where greeted by an extremely rude and arrogant receptionist. We asked if it was possible for an appointment today for him. I’m a rude tone, she said 1015. My wife tried to explain that we live over an hour away. Would it be possible for something slightly later. Her reply was well if it’s an emergency for your son you’ll make it. What a poor lack of empathy from a doctors surgery. The journey from crawley to beckenham is at least an hour. To get an 11 month old ready takes at least 10 to 15 minutes. We called in December. Our car is frosted which will also take 10 mins to defrost so we can get there safely. We called at 0915. Clearly this wasn’t possible. My wife tried to explain but the receptionist just didn’t want to listen. What a terrible let down for the service.
Visited December 2022
Review titled Cator Medical Centre
Replied on 06 February 2023
Thank you for taking the time to leave us this review. We are extremely sorry to learn that you have been unhappy with the service provided by us of late, most notably the interaction you had with a member of our reception team. Your comments have been passed onto the Reception Manager who will investigate them accordingly, and provide refresher customer care training to her team members. Cator Medical Centre
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Review titled Incompetent GP's unaware of patients prescriptions.
Rated 1 star out of 5
by Anonymous - Posted on 10 November 2022
Face to face with the GP's, Nurses and Reception staff is great, but, do not expect a minor contingent of GP's who are qualified with controlled medicines to accept your ordering requests online. I have of late over the past few months had numerous controlled medication requests rejected and sometimes reasons aren't even given as to why, incredibly poor and inconsiderate. The GP's, only a small minority, are not reading the patients medicine ordering requests, notes and comments left and medical files which should show that regular BMI tests are being carried out and submitted by the patient, they then want you to do this again. I had a GP recentlywho had sent out half a prescription once and at least explained himself clearly but then you have another GP who has no idea of this at all and simply rejects the requests saying that your other half order prescription which he thinks is a full order and is meant to last you a month, as he either has not bothered to look into it this properly the first time, or no one has made him aware or he just does not have a clue what is going on, it is unbelievable and so unprofessional and is happening far too much now. Please can the GP's dealing with controlled medicines communicate effectively amongst themselves first and make sure they have the right information before rejecting prescription requests because they are uninformed, unaware or simply not checking properly and clearly do not know how much of a controlled medicine has been issued to the patient by another GP in the surgery thus rejecting honest requests when medication is due to run out. The GP then has the ordacity to expect you the patient, to take time out your day to make an appointment because they don't have clue what is happening, frightening when they are constantly over a few months, mismanaging a controlled medication from this Practice.
Visited November 2022
Review titled Cator Medical Centre
Replied on 29 November 2022
Thank you for taking the time to leave us this review. We are sorry that you are unhappy with the service provided by us and would value the opportunity of responding to you formally once we have obtained your details. I would be grateful if you could submit your complaint in writing to the Complaints Manager at selicb.catorfeedback@nhs.net Thank you
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Review titled Lost registration forms and unhelpful reception staff
Rated 1 star out of 5
by Anonymous - Posted on 23 September 2022
Handed in all forms to register my child to the practice weeks ago. Called to ask about registration multiple times to be told to call back and days later be told that the form must have been lost and needs to be re-handed in. Unacceptable and unhelpful behaviour. The reception staff failure leaves a child virtually without GP, as the previous one is miles away.
Visited September 2022
Review titled Cator Medical Centre
Replied on 26 September 2022
Thank you for taking the time to leave us this feedback. We are sorry to hear that you have experienced difficulties when trying to register your child with the Practice. I have looked at our records and cannot see that you have complained to us directly. I would be grateful if you could send full details of your concerns to the following e-mail address: selicb.catorfeedback@nhs.net We would very much value the opportunity to investigate your complaint and respond accordingly. Thank you.
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Review titled Confusing requests and telephones not answered
Rated 2 stars out of 5
by Rob Rainey - Posted on 05 April 2023
Impossible to get through on telephone. Booking confirmation on the web is confusing. It talks about an appointment being a visit and then it talks about a telephone booking. The message I got was to bring my blood results. I thought the practice had these because they are referencing the results. I don’t have tgesetesults
Visited August 2022
Review titled Cator Medical Centre
Replied on 12 July 2023
Thank you for your review and for your feedback regarding our booking system. Our telephone lines are always busy and so we apologise that you have found it difficult to get through to a receptionist to book an appointment. You may find it easier to use the NHS or Patient Access app on your mobile phone as they will indicate when the next available appointments are and you can book one for yourself without having to hold on the telephone. If you are having difficulty with the phone apps we can email you a link to click on to gain access. We would need your most up-to-date email address and phone number to do this. Alternatively, if you are able to, you can come to the surgery and speak with a receptionist who will be able to help you book an appointment or signpost you to a service that meets your needs. We are sorry that there seems to have been a mix-up with your blood test results. If you contact us (either by telephone or email) giving your name, NHS number and contact details we will look into this for you. Once again, thank you for taking the time to give us your feedback as we take on board all comments received so that we can continue to strive to improve the services we provide to our patients.
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 31 August 2022
Needing to register my elderly mother (95). Such helpful staff. Straightforward registration. Questions answered promptly, guided smoothly through the administrative processes and repeat medications arranged. So impressed and so grateful.
Visited August 2022
Review titled Cator Medical Centre
Replied on 02 September 2022
Thank you for taking the time to leave us this complimentary feedback. Your comments have been passed onto the practice team who are delighted to know that you are happy with the service provided. Very best wishes, Cator Medical Centre