Eden Park Surgery
194 Croydon Road, Beckenham, Kent, BR3 4DQContact details and opening times
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Reviews
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Review titled Blood test
Rated 5 stars out of 5
by Tracey Duncan - Posted on 03 December 2024
Thank you so much to Adele , a nurse who had to deal with my needlephobic daughter's blood test. My daughter feinted and Adele was very comforting and professional. She gave my daughter the time to recover finding her space to lay down . Despite other patients waiting, she dealt with us calm and with care. She was on cover at the surgery and she did a wonderful job. Thank you Adele.
Visited December 2024
Review titled Eden Park Surgery
Replied on 04 December 2024
Dear Ms Duncan, Thank you so much for your review. I have passed it onto Bromley GP Alliance who run the blood test clinics at the surgery. Katie Mitchell, Practice Manager
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Review titled Prescription system is really, risks patients lives
Rated 3 stars out of 5
by Anonymous - Posted on 15 December 2024
My child is on regular prescription of life saving medication for many years. These are initially prescribed by the consultant so Gp only has to sign the repeat prescriptions. Gp also receives regular consultant letters where the doses are shown. Suddenly my child is prescribed half of the amount needed. It’s quite simple to get the prescription right as you need to multiply doses by the days… if you do your job right. However this has been going on for a few months. The pharmacist also put a note which was ignored and half the dose was prescribed again. I complained to the receptionist who was apologetic and told me I need to have an appointment with the Gp pharmacist (in a weeks’s time!). I explained that the medication is not new, it has been prescribed by the consultant and such appointment is a waste of my and the pharmacists time. Obviously I was ignored so waiting for the call by the pharmacist - in a weeks time Is it too much to ask for the gp to read the consultants letters and prescribe the correct amounts?
Visited December 2024
Review titled Eden Park Surgery
Replied on 16 December 2024
Dear Patient, I'm so sorry to hear you have had problems with your prescription. I'd very much like to sort this out for you but you have left this review anonymously. If you'd like to contact me directly, I'm keen to investigate and resolve the issue. My apologies in the meantime that our service has fallen short for your daughter. Katie Mitchell (Practice Manager)
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Review titled Poor patient relations
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2024
Put in prescription request for my son 1 week ago. It was not at the pharmacy when I went to collect it. Sent email and requested it again. No response and still not at pharmacy. Rang them. They said they couldn’t help because system was down . This has happened before. I go to surgery to speak to receptionist. She is on the defensive and unhelpful and wouldn’t listen she was sarcastic and kept talking over me. Just kept repeating that the system was down. I pointed out to her that the system only went down today and it doesn’t explain why two emails were ignored for my sons much needed prescription. This always happens. They never respond to emails. The GPs are okay but reception is poor.
Visited November 2024
Review titled Eden Park Surgery
Replied on 26 November 2024
Dear Patient, I'm sorry to hear of your prescription issues. If you'd like to contact me, I'm keen to investigate what went wrong. I'd also recommend all patients request their regular medications via the NHS App. It is much more efficient then sending an email and you can see when the prescription has been sent to the chemist avoiding the need to contact the reception team. Sadly on Friday the practice was affected by a BT line issue which meant that we had no internet to the building at all for most of the day. We implemented our continuity plan and had clinicians working remotely as soon as possible, but the reception staff who had to remain on site, had no way to check on your prescription during that time. I'm sorry to hear that you felt the receptionist was sarcastic, you should have been given an apology for the delay. However it was a difficult day for all concerned and I know they were trying to do their best with the situation at hand. I hope your next experience of the practice is much improved. Katie Mitchell (Practice Manager)
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Review titled System is discriminatory and fails old-age people
Rated 2 stars out of 5
by Anonymous - Posted on 17 December 2024
My parents are both old, eyesight and hearing problems. They do not have smart phones and would not know how to use them. How are they supposed to contact the surgery, get appointments, repeat prescriptions? Why do they have to rely on other people when up to a couple of years ago they could call or walk to the surgery and sort these issues themselves? The system is very discriminatory, mainly to older age generations but also to people who do not have the technological means
Visited November 2024
Review titled Eden Park Surgery
Replied on 18 December 2024
Hello Thank you for your feedback and giving me the opportunity to reassure you. Regarding appointments, those that cannot use the online 'contact us' form may have it completed with them over the phone or in person with our reception team. The receptionist will ask the exact same questions and it will be sent onto the GP to triage, in the same way as those that are completed online. Whilst we encourage all those who can do so to complete it themselves, our reception team are very happy to help, be that for the elderly, those without internet or other access issues. Some patients prefer to ask a carer or loved one to complete it with them instead which is also ok. Regarding prescriptions, the most efficient way is if patients complete these via the NHS App, but we also accept written or emailed requests, as we always have done. We don't accept prescription requests by phone as this is not deemed safe due to the intricacies of dosage (not to mention their often complicated names)! Far from being discriminatory to the elderly, our new system means that the number of calls coming into the practice has reduced, this means that those patients that do need help have their phone calls answered more quickly, by a receptionist who has slightly less pressure on them and who can take longer on the phone. We are continually reviewing feedback of our triage system and the feedback from those who have used it is very positive. They like the fact that their responses are sent to a GP, who can decide the best course of action, be that an appointment with a GP or someone else in the team. It also allows the GP to book an appointment in a clinically appropriate timeframe, which ensures that those patients who need help faster receive it. I hope this goes some way to reassure you and others, but if you'd like to discuss it further please don't hesitate to contact me. Katie Mitchell, Practice Manager
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Review titled Very reassuring and kind
Rated 5 stars out of 5
by Jenna - Posted on 13 November 2024
This nurse was absolutely amazing, what a fantastic human. She really understood my anxieties surrounding my symptoms based on a previous cancer diagnosis. She went out of her way to understand me and show that she was taking my concerns seriously and was booking tests to reassure me. She’s a very kind human and obviously loves her job.
Visited November 2024
Review titled Eden Park Surgery
Replied on 14 November 2024
Thank you so much for your review Jenna. I shall pass it onto our nurse. Katie Mitchell (Practice Manager)
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Review titled Well done!
Rated 5 stars out of 5
by Anonymous - Posted on 05 October 2024
Today , 05.10.24, I have had my flu vaccination, and it was all beautifully managed. It was easy to book the appointment, and, on arrival at the surgery, I was greeted, shown to the vaccination surgery, where the injection was done calmly and efficiently. Because of my age, I am very slow removing jackets, putting down walking stick, etc., and and at all times I was helped, with patience, and reassured that my slowness was not a problem. Thank you, Eden Park Surgery.
Visited October 2024
Review titled Eden Park Surgery
Replied on 08 October 2024
Dear Patient Thank you so much for your review. We work hard every year to make our flu clinics run as smoothly as possible, I'm so pleased to hear that this year's was a success! Katie Mitchell Practice Manager
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Review titled Did nit expect this…
Rated 2 stars out of 5
by Anonymous - Posted on 09 August 2024
Booked in for Asthma assessment with a nurse. Turned up 5 mins early and sat in the waiting after seeing the very helpful receptionists. 25 minutes later, and 20 minutes after my appointment time, and as I had only seen 4 people come and go in my time there, three of which were having blood tests with a different nurse, I asked reception if I would still be seen today. They went to speak to the nurse to find out what the situation was, and a couple of minutes later I was called in. I said hi to the nurse and asked how she was, the answer was short. There was no eye contact and I had to help myself to a seat. I was then asked if I had just finished work. I said no, I was working in my garden. The reply was oh, I thought you were in a hurry. This took me back, as still no eye contact at this point. I explained that I was not in a rush, but did not have a lot if time and was already 20 minutes past my appointment slot. Again, I thought this was a fair statement, bearing in mind no-one had come or gone except people seeing another nurse. The nurse then proceeded to explain she had been seeing someone else. I queried that as I had not seen anyone leave her for 15 mins. She then took some time to look up the appointment time that only then confirmed what I had seen. Still no recognition of the situation from the nurse. When I queried if a 15 minute gap between patients was normal, I simply told yeah. At this point, and as I had already completed the online questionnaire, sent to me the same day, I could feel I was getting annoyed so I said I would leave my appointment for now, the reply was okay. I am not sure if this person was having a bad day or just doesn’t care, but this isn’t what I expected from a doctors’ surgery, and one I have been going to for 28 years. Again, the front desk have been helpful, but this kind of service off the back of a most annoying automated phone service, is not helping me have much confidence in the levels of support for patients at this surgery.
Visited August 2024
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient, I'm sorry to hear of your recent experience. Unfortunately it is hard for me to investigate without further details, such as your name and appointment time. If you'd like to contact me to provide those, I'd be happy to look into this matter. Our nurses usually get very good feedback so it may be that your caught them on a bad day. I'm sorry that was the case and I hope your next experience of the practice is more positive. Katie Mitchell Practice Manager
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Review titled Poor management
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2024
I tried to get support for my son due to lack of response from the outpatient service and I asked the surgery for help but they didn’t want to help. It was just too much trouble do them. I ask told them I struggled with internet and so couldn’t complete form and they just repeated that this was the system. The reception and management are poor here, very bureaucratic and inflexible. They are obstructive and now that the system for appointments is computer based they have got worse. They ignore emails and requests to speak to office manager or admin team is not followed through. There is no human contact. It is a shame as the doctors are very good. It is just badly managed as a service.
Visited August 2024
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient, Thank you for your feedback. I'm sorry to hear of your recent experiences at the practice. I have very recently taken over as the surgery's new Practice Manager and I hope that next time you have reason to contact us you find the system improved. Unfortunately, we have very little ability to influence outpatients services, but our secretary should be able to give you a little more information so that you can contact them yourself. We don't have any special way to bypass the same number that you would use. Regarding our online service, the aim of this is to help our clinicians triage patients so that they see the correct person in the right timeframe, rather than this decision being left to the reception team. Whilst all requests for a GP appointment now need to use our online system, if you don't have internet access or struggle to complete forms, one of the reception team can fill this out alongside you. It would then be dealt with in the usual way. I hope this helps to explain and if you have any further issues, please do contact me. Katie Mitchell Practice Manager
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Review titled online system
Rated 5 stars out of 5
by T.L. - Posted on 24 July 2024
I have made several appointments to speak with my GP via the online portal 'contact us' option on their website, I found this method effective, on both occasions a response was received (a call and not a video call) within the same day due from my GP, in my case within the hour. My GP was very thorough with questions and the call was not rushed. A prescription was pinged to my local chemist whilst on the phone. It is simple to use and quick, you can type freely your symptoms as it's not a dropdown box exercise, there is an option to attach a photo if you have a physical injury. I was unwell but did not find this daunting, the steps are easy to follow, this is a much better option than to try get through to the receptionist by calling, making the earliest appointment possible and making your way to the surgery to feel hang around in the waiting room feeling very poorly. 10/10.
Visited July 2024
Review titled Eden Park Surgery
Replied on 08 October 2024
Dear T.L Thank you for your detailed review of our new triage model. It sounds like it's working exactly as we would have hoped, which is great news and aligns with most other feedback we've received. Changes to appointments systems can often cause some challenges as patients get used to them, so it's wonderful to hear of your positive experience. Katie Mitchell, Practice Manager
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Review titled Very rude new reception staff
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2024
My GP made an appointment via the online system that is now in place to see me ( there is no option to speak to the receptionist and to book an appointment any longer). I made sure I followed all steps and made my appointment. When I came to the surgery the receptionist said that I don’t have an appointment. I showed them a message. The other receptionist started arguing with me, almost telling me off. I asked her not to barge into my conversation and that I don’t need her rudeness. I informed GP of the receptionist’s rudeness and she apologised. They really have to train the new staff how to speak to patients with respect. I didn’t catch the name of the receptionist.
Visited July 2024
Review titled Eden Park Surgery
Replied on 08 October 2024
Dear Patient I'm so sorry to hear of this experience. It doesn't sound as if the system or the service you received by the reception team was as we would have hoped on this occasion. It's hard for me to investigate or offer the right people more training without further information, but I'd be happy to do so it you'd like to contact me directly. Katie Mitchell, Practice Manager