Central Surgery
Surbiton Health Centre, Ewell Road, Surbiton, Surrey, KT6 6EZContact details and opening times
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Reviews
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Review titled A excellent gp Practice - cares for its patients
Rated 5 stars out of 5
by San B - Posted on 30 May 2024
Registered since 2018 and I can honestly say Ive never been dissapointed with this practice . The reception staff to the nurses to the doctors are all professional and look to help their patients. I have never been let down by any of them. Quick referrals when there was something wrong and I felt priviliged as friends outside london wait months for any action from their practive. I would like a special mention about dr zj who has been so supportive when I was unwell and made sure I was fully fit for work before I started to return . Seriously I cannot fault this gp practice and we are very lucky to be registered with them
Visited April 2024
Central Surgery has not yet replied.
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Review titled Online booking
Rated 3 stars out of 5
by Anonymous - Posted on 09 October 2023
The online booking system is rubbish. I'm a 34 year old man who is on computers and various computer systems and apps all day and the booking system makes no sense. I'm struggling so how on earth are old people managing?
Visited October 2023
Review titled Central Surgery
Replied on 10 October 2023
Dear Patient- We are very sorry that you do not find the e triage system 'user friendly'. To give you some background GP practices which are private businesses are contracted by NHSE and in this contract they stipulated that all practices had to introduce an e triage system which had been procured by NHSE. We selected Accurx as we felt it was one of the better systems for our patients. Many of our patients of all ages have fed back that they have found it better, as they no longer have to telephone at 8.00am in the morning or wait in a telephone queue to then have to discuss their medical issue with a Patient Advisor. However, we do acknowledge that there will be other patients who may find it more challenging, however the Patient Advisor will always help those who need assistance, with navigating the system. If you would like to ask for me, I will be very happy to chat through your concerns and listen to your feedback on what could be improved. Kind regards Kerry, Business Manager.
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Review titled Totally unhelpful
Rated 1 star out of 5
by Gavin Peter Lawrence - Posted on 23 February 2023
I am suffering extreme pain following colorectal cancer radiotherapy. I need to see a GP to check that the dressings and medication are correct. A 10 minutes consultation maximum. The receptionist would only give me a telephone appointment for two weeks in the future which is clearly a total nonsense. Why a surgery would entrust triage to an untrained and unqualified receptionist is a mystery? This surgery used to be quite good a few years ago but definitely not anymore. I certainly wouldn't recommend them unless they significantly improve their service and attitude to customers.
Visited February 2023
Central Surgery has not yet replied.
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Review titled Has potential to be fantastic
Rated 3 stars out of 5
by Anonymous - Posted on 05 March 2023
This practice can be amazing or dreadful (the latter is such a shame). Everyone has bad days but when you are employed in a position to help people with health issues, pain, concerns etc. understanding is required. You don't shout a patient down, or speak sarcastically to them when they have very genuine concerns. A quick look at the patient's health record (always available) will soon confirm that they have a genuine reason to contact the surgery. After all, no one wants to have health issues. I think there are two main issues with Central Surgery: One is when a patient has multiple health issues and requires regular follow-up and monitoring. I appreciate there will be many things to keep on top of in these situations; however, I understand that there are wonderful ITsystems in place that can facilitate this. The other issue is that the practice is managed by business people. How could a business person with no medical experience be expected to understand how patients might be feeling and the patients' particular concerns? The above is not a criticism; however it needs to be addressed, because that attitude goes right down the line (e.g. to trainees etc.) The amazing Clinical and Admin staff who actually take the time to go the extra mile for us patients are victims of their own success - as they are the people who are repeatedly recommended. I once asked how I could contact one of the Partner GPs and was advised I wouldn't be able to do that directly as it had to go through Admin. That is not acceptable. My concern was genuine, potentially urgent and was in connection with ongoing health issues. With all due respect, that situation should not (at any time) be triaged by a member of staff who is not medically trained. Those rules could be a recipe for an unfortunate result at some point. Come on Central Surgery. The more of us you can get on your side, the more we can work with you (and any business person will know that). Thank you for taking the time to read this, although I doubt it will get through the filters and be published.
Visited January 2023
Review titled Central Surgery
Replied on 09 March 2023
Central Surgery values feedback from patients and we take note of constructive criticism to improve our service. We are sorry to hear that you felt shouted down or spoken to sarcastically. Our reception staff work under immense pressure but endeavour to be polite and as helpful as possible. As non-clinical staff, to respect patient’s confidentiality, they will only access patients records if this is necessary. They are trained in triage under the instruction and guidance of our GP’s. If a patient states that their medical issue is urgent, the receptionists do need to ask a series of questions to ascertain the urgency and will triage and signpost a patient to the most appropriate professional. Unlike some surgeries, we do offer unlimited on-the-day appointments for medical emergencies. Managing patients with multiple health issues is one of the challenges of modern primary care. We make use of the IT systems available to us, however this still does need to be in conjunction with the skills and knowledge of the variety of clinicians who are now working in primary care, to manage patients in a holistic way. The Partners at Central Surgery are all practising GPs, however as GP practices are private businesses this does require people with managerial and business skills to manage the day to day running of the practice such as the building, finance, Information Technology, as well as all the members of our team. It is not, however, only medically trained people who can be understanding and compassionate to other’s needs. The Partners are always happy to speak to patients however, as in any organisation, we would expect our administrative staff to manage all communications for us. If you would like to discuss your individual concerns with us, please contact the practice directly, where we will be happy to arrange for you to do so - Dr J Edwards, GP Partner, Central Surgery