DENMARK ROAD SURGERY
Woodside Health Centre, 3 Enmore Road, South Norwood, London, Greater London, SE25 5NTContact details and opening times
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Reviews
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
Following on from my comments directly below, to which there still has been no response. Over the last few days I have tried several times to get through on the phone at 8am, only to get cut off after 15-20 minutes, by which time I have no hope of getting a same day appointment. I ended up ringing 111 who yet again booked a same day appointment with my gp and yet again the practice changed the day and time of the appointment, without any notification. Surely if 111 make an appointment it should be kept to. Legally an appointment made by 111 can't be cancelled by the gp, obviously a way round that is to fob a patient off with an appointment on another day and time. This gp practice is a disgrace.
Visited December 2022
Review titled DENMARK ROAD SURGERY
Replied on 20 December 2022
Dear Anonymous patient thank you for your review. Our telephone lines do get busy during peak times, and we are sorry to hear you have had issues when trying to book an appointment with the surgery. We do have a telephone system in place for patients to be presented with an option for a member of our team to call back if the patient chooses, depending on the number the patient is while queuing to speak to a member of reception. As evident from the recently published appointment data by NHS digital in the last 4 weeks we have provided 1101 Face-to-Face appointments as well as 1203 telephone consultations. This data shows we continue to do our possible best to ensure patients are cared for as best as we can. Appointments booked by NHS 111 usually come with advice to the GP, this is based on the symptoms you have provided. Some booked appointments by NHS 111 may ask the GP to contact within, either the same day, 24 hours or 2-3 days depending on the symptoms described to the NHS 11 call handler who triages your call. We also offer same day urgent appointments with the duty doctor should there be need for an urgent appointment with a GP. Routine appointments are booked at 8am in the morning, and patients also have the option to contact us via the patient triage option on our website, and appointments can be booked online as well. We would be happy to look into what happened to the appointment booked by NHS 111 for you. Please contact the surgery directly via email (crocc.drs@nhs.net) or ask to speak to the practice manager so we can investigate this further.
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2022
A member of my family rang 111 regarding their illness as they couldn't get an appointment with the practice - they had tried for 4 days. 111 arranged a same day phone call with a Dr at the practice - still no face to face available to book which is very annoying, most of the patients are intelligent enough to know when a phone call will do. As expected no phone call happened, but an appointment suddenly appeared for a few days later on the nhs app. As they have a job it is wrong to assume they can be available at any time just in case a Dr does actually call. Please treat your patients better and sort out the awful appointment system which is atrocious.
Visited November 2022
Review titled DENMARK ROAD SURGERY
Replied on 20 December 2022
Dear Anonymous Patient thanks for your feedback. We are very sorry to hear about your experience when you called in for an appointment. We offer online appointments which can be booked directly using the NHS App, Patient Access App or via the MyGP App. Routine appointments are also available to be pre-booked up to 2 weeks in advance as well same day appointments go live at 8am every morning, which may be responsible for the wait time at 8:00am when you tried to contact us. We have also introduced the patient triage online accessible via our website. We aim to respond to all requests that come in 2-3 working days for non urgent requests and same day for emergencies. F2F appointments can be obtained however this may be necessary to triage with a clinician initially depending on your presenting symptoms. If you wish to discuss your concerns regarding the service further please contact us via our designated email crocc.drs@nhs.net and we would be happy to investigate and report back to you as per our complaints procedure.
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Review titled Very hard to get an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 24 September 2022
I am sorry to leave a critical review. I am a front line NHS clinician myself, so I understand that parts of the NHS are in a state of utter collapse. This is not the place to debate why. My recent experience of using the practice was on the whole quite good. I have used this practice for 20 years (very rarely); generally satisfied. However, getting an appointment is immensely difficult. I have given up using the phone, and going in person to book an appointment did not work. I downloaded the "My GP" App. A nightmare which took over 2 hours to set up but did eventually get me a telephone appt. I was then seen face to face the day after, with a follow up call the next week. Actually seeing the GP was fine. But I forgot to ask for a sickness certificate. I e-mailed the practice, carefully setting out my requirements. No response. I went in, and was told that the only way to get the sickness certificate was to book another GP appt. I am back to square one - the online booking is not working for me and I don't know how I'll get this. Surely it would be better use of everyone's time if the practice were sufficiently resourced so that my e-mail request could be dealt with swiftly by the doctor. I 'm not surprised the reception staff get a bit short and rude with people (though they shouldn't). They are only human, and have to face the frustrations of the service users day in day out, caused mainly by the deficiencies in the system through under-resourcing. On the whole they were pleasant enough, but I had to work to mange my irritation, when they persistently ignored me at the window -on one occasion preferring to finish sharing something they were sharing with each other on social media . . . I would be embarrassed to treat my own patients in this way, and I don't think I ever do, despite the pressures. But it's easy for mangers to harangue their staff over petty issues like that, and I can live with it. My main complaint is the immense difficulty and time-wasting involved in getting an appointment. My thanks though for al teh good work you continue to do.
Visited September 2022
Review titled DENMARK ROAD SURGERY
Replied on 26 September 2022
Many thanks for your feedback. We are glad to hear that your experience of using the practice on the whole is quite good. However, the issues you have highlighted regarding the difficulties getting an appointment has been taken on-board and will be shared with members of the team. We regularly review our appointment system to make it easier for patients to access the service. We have recently introduced the patient triage online via our website and we aim to respond to non-urgent queries in 2-3 working days and urgent queries on the same day. Your feedback also highlighted some issues you had with your sick note request, email sent in as well as reception staff- we would love to investigate this further, could you kindly email crocc.drs@nhs.net to shed some more light on the events and perhaps the day and time you visited. Please accept our apologies for any inconvenience, our aim is to enable easy access to our service and we hope your future contact with the surgery would be a better experience.