Derby Medical Centre
8 The Derby Square, Epsom, Surrey, KT19 8AGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Dreadful -
Rated 1 star out of 5
by GPendred - Posted on 02 May 2024
I have been trying for weeks now to contact Epsom Derby Medical Centre without an luck. Trying to call is frankly hopeless. I am waiting again as I write - it has just taken 13 minutes to move from caller number 3 to 2. From the start, the recorded message states that "all appointments for patient requests must be made online" Then it immediately goes on to say that "if you do not have access to the internet....." Now at 15 minutes. Then the long announcement begins for 6th time. Goodness now I am caller number 1 in the queue. I did try to make an appointment by going online but the site is so utterly confusing taking you off every different "rabbit holes and dead ends that I became entirely lost and couldn't find any form whatsoever. I don't know what they think they ar doing over there - I booked an appointment 6 months ago and I was the only one in the surgery waiting. An elderly woman was asking a question to one of the staff who was extremely rude back to her. I couldn't hear what was being said but there is absolutely no need for such utter arrogance. So listen up - you are civil servants being paid to serve patients who are paying for your service so please do your duty and serve. I worked for the civil service years ago and if I had even ventured to treat people like you do, I would have been sacked on the spot. I shall be reporting this to our local MP shortly unless there is immediate improvements. The CQC reports are not good either. You have been warned!!!!!
Visited May 2024
Derby Medical Centre has not yet replied.
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Review titled Terrible booking system and unhelpful GP staff
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2024
New appointment booking system seems to only allow appointment booking within working hours, which is nonsensical. That’s the whole point of online booking system that it is available 24/7 and can substitutes phone booking. Triage equals, call 111 out of office hours or we’ll come back to you if you are lucky to be able to submit online form within opening hours. I spent 30 mins waiting to speak to receptionist, despite being 1st caller in the queue. Finally, through the receptionist, GP refused to endorse generic medical participation note to a sport event, without seeing, talking to me or providing any medical reason. Without this note, I am not be allowed to participate. Organiser confirmed, I am the only UK participant, whose GP refused to provide this note. I am off in search of new GP, as this level of service is extremely poor!
Visited May 2024
Derby Medical Centre has not yet replied.
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Review titled awful service
Rated 1 star out of 5
by another victim of the nhs - Posted on 03 April 2024
I tried to book an appointment today online, only to be faced with 'this service is temporarily unavailable' as the appointment for the day had been taken. Instead of the option to book an appointment, I was asked to 'try again tomorrow'. I limped in to the practice in pain about 10:30, to be rudely told to "use the online form", to which I replied it was temporarily unavailable, to which I was told to get up earlier.
Visited April 2024
Derby Medical Centre has not yet replied.
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Review titled Major problems with booking a GP appointment
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2024
It is no longer possible to book a GP appointment over the phone, even a non urgent one. The online appointment booking form is only accessible during working hours, but my 8 recent attempts to book in this way have been met with 'we have filled our daily quota of appointments'. I usually try in the afternoons, but now I find even the mornings result in delivery of the same message. By pretending to require another service, I got through to the receptionist today. She was honest, but was not able to help. She said that one must get onto the online form at 8am (as per requiring an urgent appointment previously) in order to get any help, because all requests are triaged by a doctor to determine whether they need attention that day. Everybody is therefore put in the position of behaving as if one needs an urgent appointment, and the whole system depends on daily capacity, which is understandably limited. Access to the GP service for non urgent patients is simply blocked. This must have a big, and unnecessary, knock on effect on 111, A& E etc. I never get as far as seeing the form, but surely either an initial question 'Do you consider your problem needs an urgent appointment', or an option of 2 forms, one for urgent, the other for an appointment when possible, would get away from this daily limit constraint. Mine is not an urgent need, but I feel that I am left with nowhere to turn for help, just a blank wall. What a shame that an excellent surgery with such caring staff is being portrayed in this way, through no fault of their own. I gather Derby Medical Centre did not choose to to operate this system.
Visited April 2024
Derby Medical Centre has not yet replied.
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Review titled No option to book appointment
Rated 2 stars out of 5
by SUSANNA EASTHAM - Posted on 01 February 2024
Tried to phone the surgery today to book a routine appointment and followed the instructions to do this online on the surgery website. Navigated through to the relevant form on the website to be told the form was unavailable as it had reached capacity for the day!! I then phoned the surgery and selected various options to finally get through to a receptionist who told me that the website was "full up" and they had to reserve space on the website (whatever that's supposed to mean) for urgent cases. The receptionist did her best to be helpful but seriously, how can the surgery refuse to take bookings over the phone and not provide a workable alternative? We've stayed with the Derby Medical Centre for years as I was always confident my children would been seen in the event of an emergency. It's now pretty much impossible to see a doctor in person here and I'm deeply concerned that the surgery now appears to be withdrawing basic services such as the ability to book appointments. The decline in this surgery since COVID is incredibly disappointing.
Visited February 2024
Derby Medical Centre has not yet replied.
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Review titled Prompt and caring.
Rated 5 stars out of 5
by John - Posted on 08 February 2024
Emailed practice details of problem at about 9.00am, called back by 11.30am and appointment made for 2.00pm. The Dr was kind, considerate and thorough. My thanks for the care received.
Visited February 2024
Derby Medical Centre has not yet replied.
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Review titled An Outstanding Practice
Rated 5 stars out of 5
by Susan Harrison - Posted on 10 February 2024
I had a spinal operation early in January 2024 and wanted to say that I really appreciate the wonderful support from Derby Medical Centre, Epsom. Staff are very helpful and responsive. I have had two visits to the practice nurse who has been kind, helpful and able to advise me about managing my operation scar. I needed to see a doctor about pain and was given a same day appointment. The doctor was kind, helpful, thorough and reassuring. My thanks for all the support.
Visited January 2024
Derby Medical Centre has not yet replied.
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Review titled Caring Practice
Rated 5 stars out of 5
by Judith Clarke - Posted on 26 August 2023
Some delay in seeing my Doctor but this is not unusual as he gives all his patients the time they need and is usually running late. I don’t see this as a problem - just a job well done Generally a very positive experience. The Health Service is under incredible pressure and all staff do their best.
Visited August 2023
Derby Medical Centre has not yet replied.
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Review titled Online System & ability to Contact Practice
Rated 2 stars out of 5
by Anonymous - Posted on 09 June 2023
Online system tries hard, but the user experience ends in failure too often. Apparently it only operates between 9am and 12noon Mon - Friday - which is ridiculous & is not communicated anywhere. The practice really needs to think about how the customer experiences this interface. The feedback section of the website is difficult to find & when you do find it by searching it doesn't actually allow you to give any specific feedback - just 'good experience' or 'bad experience' - a very bizarre approach.
Visited June 2023
Derby Medical Centre has not yet replied.
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Review titled Fantastic service
Rated 5 stars out of 5
by Ms Sheena Gordon - Posted on 17 January 2023
Yesterday I had an appointment with my GP, he referred me straight to A&E where I was thoroughly checked and diagnosed with quite a serious condition. I am so grateful to every single person in the amazing team that is the NHS that I have spoken to in the last 48 hours, they have all been incredible. The poster which was already in my window about supporting the strikes stays up! You are all amazing and with so much more.
Visited January 2023
Derby Medical Centre has not yet replied.