Elm House Surgery
Beckenham Beacon, 379 Croydon Road, Beckenham, Kent, BR3 3FDContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Elm House Surgery.
Reviews
-
Review titled Asthma Review
Rated 3 stars out of 5
by Sharon Cook - Posted on 27 April 2024
The asthma review nurse (who I would like to call out by name but apparently this is not allowed) went above and beyond to provide excellent patient care. I had originally gone for an asthma review (the only service that appears to still be bookable by phone) but received great advice on my allergies. The nurse also recommended certain vaccinations ahead of my holidays. It’s great to get this time in front of such an experienced health professional.
Visited April 2024
Review titled Elm House Surgery
Replied on 15 May 2024
Dear Sharon, Thank you ever so much for taking the time and trouble to leave your feedback comments which we are delighted to receive! It's always good to get positive feedback and even more rewarding to know that the service you received went beyond your expectations. I will make sure that our Practice head Nurse receives your comments so that she can thank her team for the care you were offered. Once again, thank you very much for your kind and generous comments which we really do appreciate! Kind regards, Geoff Cook, Patient Liaison Officer
-
Review titled Impossible to get an appointment with a GP
Rated 3 stars out of 5
by patricia garcia - Posted on 14 April 2024
For the second time I tried to see a GP to deal with a problem I had for month. I was given an appointment to see a PA who suggested I have a urine test (which I had previously). After I had the test I read in the NHS portal: normal, no further action required. Unfortunately, the urine can be clear by my problem subsists. This is the second time I have tried to get to the bottom of the pain in my left fossa. The first was even more Kafkaesque. I think that the anima system is dire.
Visited March 2024
Review titled Elm House Surgery
Replied on 17 April 2024
Dear Mrs Garcia, I am sorry you have not had a good experience from the surgery regarding your health issue. I have discussed this matter with your nominated GP Partner and I hope that the course of action you and I discussed and agreed on the telephone this morning goes some way to restore your confidence in the services we provide. With kind regards, Geoff Cook (Patient Liaison Officer), Elm House Surgery.
-
Review titled Treated my asthma
Rated 5 stars out of 5
by Oliver M - Posted on 25 March 2024
Hadn't seen anyone about my asthma symptoms since childhood and it had gotten far worse the last couple of years after just relying a blue inhaler for temporary relief. Made an appointment with the asthma nurse and she took time to ask me about the problems I'd been having with my asthma and how I'd been currently dealing with it. She was able to do tests to determine the severity of my condition which was actually far worse than I had expected. Despite this she provided a plan of treatment and after following this plan for two months it has completely reversed my asthma and has changed the quality of my life immensely. I have managed to double my peak flow and now can go running again without needing to stop to use an inhaler. As I like to play sport and run this has been a massive improvement. The asthma nurse was very knowledgeable and a lovely person to interact with and made me feel completely at ease throughout the appointments helping me to understand things about how to get the medication I needed. Overall an excellent experience and glad I did it.
Visited March 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Oliver M, thank you for leaving your feedback comments about the excellent service you received from our asthma nurse. I'm so pleased that the asthma was able to help you and that her knowledge, manner and experience contributed significantly to improving your health. It's so pleasing to learn that you had such a caring and considered plan of care which has had such a positive affect in your life and that you are able to exercise again. I have forwarded your comments to the clinician in question so she is aware that her help has made a significant difference to you. With kind regards, Geoff Cook (Patient Liaison Officer)
-
Review titled Great practice
Rated 5 stars out of 5
by Beck - Posted on 13 March 2024
Problems with prescriptions sorted quickly and efficiently. Lovely and caring prescription proffesionals.
Visited March 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Beck, thanks very much for the feedback comments you've made. We're glad to know that you got your prescription problems sorted out and that we were able to help you. With kind regards, Geoff Cook (Patient Liaison Officer)
-
Review titled Lovely nurse
Rated 5 stars out of 5
by Frances Sproule - Posted on 04 March 2024
The nurse was so kind & helpful. They explained everything to me and talked to me the whole time I was there, and had a genuine concern for my health and wellbeing.
Visited March 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Mrs Sproule, it was ever so nice to receive your comments! Thank you for taking the time to let us know that the nurse you saw was so kind and helpful and that she provided you with the high standards we strive to achieve. I've passed your comments on to her so that she is aware you feel she made a positive contribution to your health and wellbeing. With many thanks & kind regards, Geoff Cook (Patient Liaison Officer)
-
Review titled Cannot get urgent appointment
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2024
Dear Elm House, I have been trying all possible avenues, to get a repeat prescription of my HRT, for the last 3 days, and it will continue tomorrow. I am going to run out of medication within the next few days, but the Anima service is neither open at a convenient time for me to use, nor offering a reasonable date for appointment when I do get offered one (much later in February). This Anima service is not fit for purpose. How am I to get a reasonably urgent appointment for a repeat prescription? A GP has today offered me a short term supply, unseen, but I am then to take the later appointment to get the rest. However, my prescription is a double charge, as it comes in two parts, and I will have to pay this twice if I accept this offer of a short supply, meaning just under £40 in total! I cannot pay this. It is incredibly frustrating. There must be a way to see a doctor urgently!
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear patient, I'm sorry that you've had a difficult time trying to arrange a repeat prescription for HRT. As your post is anonymous I am unable to access your medical records to investigate what happened. Unless your medication was due for a review, you can request a repeat prescription using the NHS app online or on a smartphone without needing an appointment to see a GP. You may also qualify for an HRT prescription prepayment certificate (HRT PPC) from the NHS if you’ve been prescribed an eligible hormone replacement therapy (HRT) medicine. The HRT PPC costs £19.30 for 12 months. It will cover all your eligible HRT prescriptions for that period, no matter how many different medicines you need. There’s no limit on the number of HRT prescription items you can get with it while it’s valid. You’ll save money if you’re going to buy more than 2 prescription items in 12 months. If you have other prescriptions that are not for eligible HRT medicines, you may save more with a 3 or 12 month standard PPC. A standard PPC will save you more than an HRT PPC if you get: 4 or more items in a 3 month period and at least 2 are not for eligible HRT medication 12 or more items in 12 month period and at least 10 are not for eligible HRT medication You can buy HRT PPCs online by ringing 0300 330 2089 or applying online at: https://www.nhsbsa.nhs.uk/help-nhs-prescription-costs/nhs-hormone-replacement-therapy-prescription-prepayment-certificate-hrt-ppc If you do need an appointment at the surgery (E.g. you need to have an HRT appointment with a GP) but are unable to use Anima at a time convenient for you, please ring reception and explain your circumstances to one of our receptionists who will book an appointment for you. I hope this information is helpful but, if you have any unanswered queries, please ring me at the surgery and I will look into this further for you. Kind regards, Geoff Cook (Patient Liaison Officer).
-
Review titled Super service
Rated 5 stars out of 5
by Anonymous - Posted on 07 February 2024
Great new system- it works for me as I was not able to wait on the phone at 8am for an appointment. Much easier to navigate than I expected.
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear patient, thank you for your kind comment about our new Anima system. It is re-assuring to know that the process worked well for you and your healthcare needs were met. Thank you for taking the time to leave your feedback which we are grateful to receive. Kind regards, Geoff Cook (Patient Liaison Officer)
-
Review titled Helpful advice
Rated 5 stars out of 5
by Nick Keppe - Posted on 28 February 2024
Had a great visit because the nurse listened to all my issues, showed genuine interest and addressed every question. First time for some time that I came away feeling I wasn’t being rushed in and out. Thank you for the advice and patience listening.
Visited February 2024
Review titled Elm House Surgery
Replied on 03 April 2024
Dear Mr Keppe, thank you very much for taking the time to leave your feedback comment which we were delighted to receive! It was great to learn that you had such a positive experience here at the surgery and that you are happy with the high level of service we try to achieve. With kind regards, Geoff Cook (Patient Liaison Officer)
-
Review titled Impossible to make appointment
Rated 2 stars out of 5
by Irene - Posted on 09 February 2024
I used to say smugly to friends how easy it was to get a GP appointment at Elm House! Those days are gone with the introduction of the hideous new Anima system. You spend ages answering a load of questions just to get an appointment and are then told its not possible for request to go through. This has got to be the worst system you could have found. What is wrong with patients having direct contact with staff. It seemed to work well for many years. I think this change will cause frustration and resentment from patients and will seriously affect patient relationships with the surgery. I cannot imagine what it must be like to be elderly and vulnerable negotiating this awful system. Is it really necessary to have to answer a long list of health questions every time you request a GP appointment. Please improve this new system or go back to human contact.
Visited February 2024
Review titled Elm House Surgery
Replied on 04 April 2024
Dear Irene, thank you for your comments regarding Anima. I have passed them on the GP Partners to review at their next business meeting as I know this is something that they are currently considering. We do appreciate suggestions and feedback left by our patients as we continue to improve the patient experience. Kind regards, Geoff Cook (Patient Liaison Officer)
-
Review titled Was a great practice
Rated 2 stars out of 5
by Deborah - Posted on 15 May 2024
I been unwell with my asthma for over a year. It started last May when after returning from a trip, I was diagnosed with pneumonia, GP acted very quickly. I had another occasion in January 2024 back from a Christmas break felt ill again with my asthma managed to get an appointment through the new Anima. When I met the Dr she said "not you again" but didnt check records to find out why i was back again. I was quite horrified but too unwell to question her choice of words, her consultation was poor. A week later I was texted saying my yearly asthma check up was due. Brilliant, I made the appointment immediately. At this appointment (an hour) to go through how I have been. I said I had been struggling for a year and without hesitation she starting reading my records. It became apparent t that my steroid dosage had been changed a year earlier, this may have been the reason I've been poorly so many times. I was put back on original dosage now and slowly getting back to normal slowly. Thank goodness for my yearly checkup. I am ending this as I feel Asthma is not being taken seriously at the surgery. Its a chronic life threatening illness and it needs to be thoroughlychecked out at appointments. I am happy to come in and discuss my worries for my own health. At tge asthma check up it was suggested I see a GP urgently, which I did as receptionist to help with. She just said she couldn't make an appointment, as it had to be done via Anima. I was sent away.
Visited January 2024
Review titled Elm House Surgery
Replied on 15 May 2024
Dear Deborah, Thank you for leaving your feedback comments and taking the trouble to write them. I'd like to reassure you that we do take asthma very seriously. I'm so sorry you feel let down by the GP you saw and to learn that your experience was far less than we aim to achieve. Please can you contact me at the surgery by telephone or email to give me more details so that we can discuss what happened and find ways to improve things for you. Kind regards, Geoff Cook, Patient Liaison Officer