Chelsfield Surgery
62 Windsor Drive, Chelsfield, Orpington, Kent, BR6 6HDContact details and opening times
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Reviews
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Review titled Very good experiences
Rated 5 stars out of 5
by Dr Patricia Holmes - Posted on 19 June 2024
I recently experienced just a few minutes on the phone to make an appointment, excellent care from the GP, which was both realistic and kindly. Reception staff were very efficient in arranging a follow up appointment.
Visited June 2024
Review titled Chelsfield Surgery
Replied on 27 June 2024
Dear Dr Patricia Holmes Thank you very much for your feedback. We greatly appreciate your kind words and recognition of our clinical and reception staff's efforts. We are delighted to hear that our phone call waiting time has improved. We will share your positive feedback with everyone and it will undoubtedly boost the morale of our staff. Thank you so much again for taking time to review our service. Yours Sincerely, Practice Manager Chelsfield Surgery
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Review titled New e-consult
Rated 3 stars out of 5
by Anonymous - Posted on 14 May 2024
I would like to know why this service is rarely available. Having been advised of the new service (which saves time when trying to contact the surgery for less urgent issues), I have found it is often not available during surgery open hours - an example being today. I checked around 10.30am and it was available, but I didn’t have all the information I needed to hand. When I go back at 11.55am - it is not available. This is the same as yesterday, when it was not available in the afternoon. What is the point of this service?
Visited May 2024
Review titled Chelsfield Surgery
Replied on 14 May 2024
Dear Patient, Thank you for sharing your experience with us. We understand your frustration and apologise for any inconvenience caused. Our intention with the new service was to provide a streamlined communication channel for less urgent issues. However, it seems there have been inconsistencies in its availability during surgery hours, for which we apologise. It's important to clarify that we are not a total triage service and accept appointments through various modes of contact throughout the day. To better manage demand, we've capped the service from 7:30 AM to 12:00 PM. We have updated our website to reflect this information. Your feedback helps us improve, and we're committed to ensuring better accessibility and service in the future If you would like to discuss this further please contact the surgery. Yours Sincerely Farhana Practice Manager
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Review titled Sadly not the practice it used to be
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2024
As it's so difficult to get through on the phone, I drove to surgery having already seen a pharmacist, but apparently they aren't allowed to prescribe antibiotics. I suffer with asthma, and clearly have a chest infection at the moment that won't clear up on its own. Reception couldn't give me an appointment but they did try another surgery for an appt, but none available, hence told to call 111. Did that, explained my predicament and was promised a call back. Several hours later they hadn't called so I phoned them. Apparently I had been allocated an appointment at Chelsfield surgery (my own gp practice) but no one had let me know. By now very frustrated, I asked whose responsibility it was to have informed me, and the call handler told me someone from chelsfield surgery should have let me know. I was then advised to do a re-run of my original call hours before, and had to go through the whole saga explaining everything again. Once more I was instructed to hang up and wait for a call from 111. That transpired 9.30pm. By now I'm so exasperated and breathless I decided it's all pointless and shall go straight to my surgery in the morning and no doubt be back to square one. What a performance!
Visited May 2024
Review titled Chelsfield Surgery
Replied on 08 May 2024
Dear Patient, We are really sorry to hear about your frustrating experience. We deeply apologise for any inconvenience you faced. Your feedbacks are invaluable to us, and we are committed to addressing the issues you encountered. If you would like to get in touch with us please email us at chelsfield.surgery@nhs.net with your details and we will investigate communication breakdowns and take necessary steps to prevent similar situations in the future. Thank you Yours Sincerely Practice Manager Chelsfield Surgery
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Review titled unacceptable
Rated 2 stars out of 5
by anonymous - Posted on 20 May 2024
I was on the phone this morning waiting for someone to pick up for an hour and a half. I phoned as soon as it turned 8am. The new phone system tells you what place you are in the call, and there were only 2 other people in front of me when I first called. When I got to number 1 in the queue, I remained number 1 for over an hour! I doubt the person in front of me was on the phone to reception for an hour! It makes me feel like no one could be bothered to answer the phone to me. When someone eventually picked up, I was told there were no appointments left for today, which is strange considering only 2 other people were supposedly in front of me. It’s unacceptable, and now I’ve been told to try call at 8am again tomorrow, which is exactly what I did today and it’s got me nowhere. This needs to improve.
Visited May 2024
Review titled Chelsfield Surgery
Replied on 21 May 2024
Dear Patient, We are so sorry to hear about your poor experience with our telephone line. We have reported this to our telephone provider and they are investigating the issue. If you would like discuss this further please contact the surgery, we will be happy to offer further assistance. Thank you bringing the shortfall to our attention, your feedbacks are really important for us. Yours Sincerely Farhana Practice Manager Chelsfield Surgery
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Review titled Fantastic practice
Rated 5 stars out of 5
by Mr Antony Buick - Posted on 21 March 2024
I required a referral quickly for a knee rebuild. Just when I needed them urgently they were amazing. Thank you. Antony Buick
Visited March 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Mr Buick Thank you so much for your feedback. We are glad we were able to assist you promptly. Wish you a smooth recovery from your knee rebuild. Please let us know if you need any further assistance. Thank you so much Practice Manager Chelsfield Surgery
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Review titled Can't ever get through by phone
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2024
I have been attempting to reach the surgery by phone for 3 months now to book in a free NHS health check. Each time I have called I leave my phone on speaker and give up after an hour each time after being told repeatedly (every 15 seconds) how important my call is to them. I very rarely contact the surgery and can clearly now see why A&E / hospitals get so overrun, it is the only way to actually be seen by someone to get any conditions reported. I simply don't understand why they are unable to answer any phone calls within an hour. I note from a previous message from the practice manager on here that they are working on fixing this issue, many months on it doesn't appear to have happened. I rarely leave negative reviews for any organisation but felt necessary in this case, especially when there may be people with mobility issues unable to travel in and actually speak to someone. This needs to be sorted ASAP to help free up some flow within our failing health system.
Visited March 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Patient Thank you for bringing your experience to our attention. We sincerely apologise for the inconvenience you've faced trying to reach us. We understand the frustration and want to assure you that we've been actively working to improve our telephone system. We've been awaiting funding to transition to a better telephony system, which includes features like a call back system and is designed to better serve the needs of our patients. We are now finally moving to a new cloud based telephony system on 28th March 2024 and is expecting to resolve the current problems you are facing. We acknowledge that the current situation is far from ideal and are committed to resolving it as soon as possible to enhance accessibility for all our patients. Your feedback is valuable, and we thank you for your patience and understanding during this transition period. If you would like to discuss this personally or any other issues you may have with me please contact the surgery and we will arrange for a meeting. Thank you for your patience. Kind regards Practice Manager Chelsfield Surgery
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Review titled Not answering there phone
Rated 1 star out of 5
by M mouse - Posted on 05 March 2024
After spending 1 hour in the phone still no answer!!! This has happened several times before. I don’t think this is very good
Visited March 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Patient We sincerely apologize for the inconvenience you experienced while trying to reach us. We understand how frustrating it must be to spend so much time on hold without getting through. With the winter pressures on healthcare and increased demand, we've faced challenges in managing our phone lines efficiently. However, we want to assure you that we're actively working to address this issue. In fact, we're moving to a better telephony system on March 28th, which should significantly improve our responsiveness and accessibility. Thank you for your patience and understanding as we strive to provide better service to all our patients. Kind Regards Practice Manager Chelsfield Surgery
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Review titled Absolute Joke
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
Called for results after 2pm as advised. Still waiting for my call to be answered after 48 minutes. Tried also calling on the appointments line still no answer after 15 minutes on hold, hung up in the end
Visited February 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
We sincerely apologize for the inconvenience you experienced while trying to reach us. We understand how frustrating it must be to spend so much time on hold without getting through. With the winter pressures on healthcare and increased demand, we've faced challenges in managing our phone lines efficiently. However, we want to assure you that we're actively working to address this issue. In fact, we're moving to a better telephony system on March 28th, which should significantly improve our responsiveness and accessibility. Thank you for your patience and understanding as we strive to provide better service to all our patients. Kind Regards Practice Manager Chelsfield Surgery
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Review titled Appointments
Rated 3 stars out of 5
by Anonymous - Posted on 23 February 2024
Waiting times on the phone was in excess of 1hour, which is totally unacceptable. On average it has been 1hour wait. Even calling at 8am on the dot it was 20mins. Appointments are often not available to book in advance.
Visited February 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
We sincerely apologize for the inconvenience you experienced while trying to reach us. We understand how frustrating it must be to spend so much time on hold without getting through. With the winter pressures on healthcare and increased demand, we've faced challenges in managing our phone lines efficiently. However, we want to assure you that we're actively working to address this issue. In fact, we're moving to a better telephony system on March 28th, which should significantly improve our responsiveness and accessibility. Thank you for your patience and understanding as we strive to provide better service to all our patients. Kind Regards Practice Manager Chelsfield Surgery
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Review titled Administration
Rated 1 star out of 5
by David Barnes - Posted on 11 January 2024
Admin is dreadful. A commercial organisation would be unlikely to survive. When phoning the surgery my patience expires after 20 minutes of being told how important my call is. I give in!
Visited January 2024
Review titled Chelsfield Surgery
Replied on 21 March 2024
Dear Mr Barnes We apologies for the frustration you have experienced with our administrative processes. We understand the importance of efficient and timely communication. Rest assured, we are taking steps to improved our communication system, and is moving to a better telephony system on 28th March 2024. We appreciate your feedback and patience as we work to make necessary improvements. Please contact the surgery if you would like to discuss this further with me. Kind regards Practice Manager Chelsfield Surgery