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 Do GP's exist here
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2024
After months of being fobbed off to nursing practioners, physios, other trusts, I thought I would see my GP today. I saw another nursing practioner who will send me to another non-hands on physio who might eventually recommend I have a painkilling injection which might last 6 months. Then I'll be back on the merry go round again. I have a dislodged posterior rib. I need a Chiropractor or Oesto. I'm told the NHS will never refer me to one of these. They will eventually send me for an MRI and Back surgery - neither are required. Where is my GP?? When will the surgery do the right thing? Private care is not affordable for all but Oesto & Chiropractor practioners cure certain problems and would be much cheaper.
Visited December 2024
Review titled Chelsfield Surgery
Replied on 05 December 2024
Thank you for your feedback. We understand your frustration and appreciate you taking the time to share your experience. Our primary care team consists of a range of highly trained professionals, including nurse practitioners, physiotherapists, mental health practitioners, pharmacists, and care coordinators. This multidisciplinary team is designed to provide expert care for a variety of health concerns, and it is not always necessary to see a GP for every problem. Each team member plays a vital role in ensuring you receive the most appropriate care for your needs. Regarding your specific concern, we understand that you feel a chiropractor or osteopath may be more suitable for your condition. Unfortunately, the NHS does not provide referrals to chiropractors or osteopaths. However, these services are available privately, and you are able to self-refer to them without needing input from a GP. We appreciate your comments about the challenges of accessing private care and the perception of the current care pathway. Please be assured that our team is dedicated to exploring all available NHS options to support your health and well-being. If you would like further assistance in navigating your care options, our team is here to help. Thank you again for your feedback. Yours Sincerely, Farhana Practice Manager Chelsfield Surgery
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Review titled Terrible practice
Rated 1 star out of 5
by Gary carter - Posted on 01 December 2024
Although I have my appt booked and showing on this app pluss a paper copy on my person on arriving at the surgery I was informed no such appt existed and I would have to wait a week for another.
Visited November 2024
Review titled Chelsfield Surgery
Replied on 31 March 2025
Dear Gary We sincerely apologise for the confusion and frustration caused by your appointment not being recorded in our system. We understand how disappointing and inconvenient this must have been for you, especially when you had confirmation of the booking. We take these matters seriously and will investigate what went wrong to prevent this from happening again. Please contact our reception team or our operations manager or practice manager if you would like to discuss this further., Thank you for bringing this to our attention—we appreciate your patience and feedback as we work to improve our service. Your Sincerely Practice manager Chelsfield Surgery
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Review titled Always a Long Wait to Seen by a Disinterested GP
Rated 1 star out of 5
by Mr S E Watts - Posted on 01 November 2024
Fortunately, I seldom have need of a GP but when I do, I can never get an appointment within two weeks. When I do see a GP, they appear disinterested to the point that I am left feeling that I am wasting their time. The most recent doctor I consulted was about severed flexor tendon in a finger which is causing my proximal phalanx to pop out when I apply pressure – it’s impossible to play guitar for example. She showed a total lack of understanding and sent me out of the surgery with a cursory "I will refer you to get an X-ray, you will get a call". Further, I was fobbed off again when I asked about getting a referral to the skin/mole clinic and for a PSA test with "I only deal with one thing at a time". Absolute waste of my time, and very unhelpful in extremis.
Visited October 2024
Review titled Chelsfield Surgery
Replied on 31 March 2025
Dear Mrs Watts Thank you for sharing your experience with us. We are sorry to hear that you have been left feeling unheard and unsupported during your appointments. This is certainly not the experience we want for our patients, and we appreciate your feedback as it helps us identify areas where we need to improve. We understand how frustrating it must be to face delays in securing an appointment and to feel that your concerns were not fully addressed during your consultation. We strive to provide thorough and compassionate care, and we regret that you felt otherwise. Your concerns regarding referrals and the approach taken by the doctor will be reviewed internally. If you would like to discuss your experience further or if there are any outstanding concerns that need addressing, please do not hesitate to contact our Practice Manager at. We value your feedback and are committed to making improvements to better serve our patients. Yours Sincerely Practice Manager Chelsfield Surgery
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Review titled Poor Telephone Service
Rated 2 stars out of 5
by Sharon - Posted on 23 August 2024
I rang this morning and was number 8 in the queue, so I requested a called back. I did not receive one so rang again just now and I was number 1 in the queue but it took them 22 minutes before they answered the phone. Very poor. I did mention to the receptionist that I had requested a call back but not got one and all she did was apologise and would pass the message on
Visited August 2024
Review titled Chelsfield Surgery
Replied on 31 March 2025
Dear Sharon Thank you for bringing this to our attention. We sincerely apologise for the inconvenience and frustration caused by the delay in answering your call and the missed call-back request. This is not the level of service we aim to provide, and we understand how important it is for patients to be able to contact us efficiently. We will review our call-back system to identify any issues and ensure improvements are made to prevent this from happening again. If there is anything urgent that still needs to be addressed, please do not hesitate to contact us, and we will do our best to assist you as quickly as possible. Thank you for your patience and for sharing your feedback—it helps us improve our services. Your Sincerely Practice Manager Chelsfield Surgery
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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 Would not recommend
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2025
This used to be a really good surgery, but sadly now there only seems to be one full time doctor here who actually seems to care. I have recently given up and joined a different practice, because I got so fed up of requesting repeat prescriptions in plenty of time and then being left without medication because they hadn’t got around to filling the prescriptions. I am disabled and wheelchair dependent, with severe pain. Being without any pain medication at all, sometimes over the weekend was horrendous as my body would actually start going into withdrawal. My entire family even had to go on holiday a day late as the surgery did not organise my medication in time. This was utter chaos as we had to re-book our cross channel ferry and call the hotel, whilst trying to calm extremely upset children. All the while, I was without medication. I did write a formal complaint and got a response telling me they would investigate and get back to me by a specific date. They never did.
Visited June 2024
Review titled Chelsfield Surgery
Replied on 31 March 2025
Dear patient, We are sorry to hear about your experience and appreciate you taking the time to share your concerns. Patient care is our highest priority, and we regret that we did not meet your expectations on this occasion. We understand how important timely medication access is, especially for those managing chronic pain. We sincerely apologise for any distress caused by delays in processing your prescriptions. Regarding your formal complaint, we regret that you did not receive a follow-up response as expected. Currently we are up to date with our complaint and I am sorry to learn your concern slept through the net. We take such matters seriously and would like to investigate further. If you are open to it, please contact me the practice manager or our operations manager at, so we can look into this matter thoroughly and address any outstanding concerns. We value patient feedback and are committed to improving our processes to prevent similar issues in the future. 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