Ico Health Group
Moorside Clinic, 7-9 Moorside Road, Bromley, Kent, BR1 5EPContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Ico Health Group.
Reviews
-
Review titled Fantastic
Rated 5 stars out of 5
by Anonymous - Posted on 19 June 2023
Fantastic service always helpful get the job done very fast service I’m always happy to use this service
Visited June 2023
Review titled Ico Health Group
Replied on 21 June 2023
Thank you for your review - so pleased we could get you the help you needed rapidly! Please continue to use the ChatDoc WhatsApp service - it also frees up our teams time to focus on those patients who need it most. Thanks, The ICO Team
-
Review titled Great Practice
Rated 5 stars out of 5
by Khadija Himid - Posted on 13 June 2023
Efficient, caring and professional. Always responsive and has good experienced doctors. The receptionist are also helpful and understanding.
Visited June 2023
Review titled Ico Health Group
Replied on 25 June 2023
Dear Khadija, thank you for your kind words, I will be sure to pass them on to the team. Its lovely to feel appreciated! We think we have a really great team here at ICO and we are glad you are had a good experience. Thanks again, The ICO Team.
-
Review titled Very long winded
Rated 2 stars out of 5
by Anonymous - Posted on 16 June 2023
Since moving to only booking in appointments via WhatsApp, it has gone from a quick 5 minute call to a two hour back and forth to try to get an appointment which isn’t particularly ideal if you work a 9-5
Visited June 2023
Review titled Ico Health Group
Replied on 18 June 2023
Thank you for leaving a review, we would like to address your feedback with a bit of detail. We are sorry this was your experience on this occasion. Whilst we do need to go back to some patients to get more clarity about their medical complaints, where patients have provided detailed submissions in their own words, this allows us to prioritise according to clinical need/urgency. Whilst giving appointments away within a few minutes by receptionists was convenient, this results in two major issues: 1. Appointment lottery at 8am, with no appointments left for those who need urgent medical advice after about 8.30/9am 2. Inappropriate use of appointments (about 50% to 60% of GP appointments were unnecessary - they could have been handled more easily another way which is quicker and easier for the patient as well as the practice). We encourage all patients to submit their requests with as much detail as possible as this enables us to respond with the best course of action more quickly. We also want to announce that a new feature will be available soon which will allow you to book the slot for yourself once it has been approved by the clinical staff at the practice. We hope that this helps reduce the time to agree a slot with our team. We hope your next experience is smoother and thank you for using the service. The ICO Team
-
Review titled Always been able to get an appointment on day of asking.
Rated 5 stars out of 5
by Rupert Wyllie - Posted on 07 June 2023
Always been able to get an appointment on day of asking. Before this WhatsApp service you could be waiting on the phone for half an hour but this makes it so much easier to get help.
Visited June 2023
Review titled Ico Health Group
Replied on 05 July 2023
Dear Rupert, thank you for the kind review. Given how difficult things are in General Practice at the moment, we are delighted to be able to offer appointments quickly and when people need them. The ChatDoc WhatsApp service has really revolutionised how we help patients so thank you for giving it a try. Best, The ICO Team.
-
Review titled Much better than my last GP
Rated 4 stars out of 5
by Raven Holt - Posted on 26 June 2023
Much better than my last gp. Happy I’m able to get appointments. Was a bit annoyed when the computer system was down and my blood test paperwork didn’t go through. Bit of a lapse in care but the reception staff were good trying to fix the situation. The messaging service is useful instead of having to call and be on hold, again much better than my last practice. Think it’s a bit odd though that I can’t get an electronic sick note as I’m housebound atm, not everyone has someone to pick things up for them.
Visited June 2023
Review titled Ico Health Group
Replied on 03 July 2023
Dear Raven, Thank you for putting your trust in us to look after you, great to hear we are doing a good job and the service you are getting from the NHS has improved. We appreciate your understanding when things do go wrong (as they always will!) and you can see we will always do our best to resolve. Thanks again. The ICO Team.
-
Review titled Use the WhatsApp to book appointment
Rated 5 stars out of 5
by Anonymous - Posted on 07 June 2023
Found it strange at first, but once I got the hang of it, it was ok I will use it now. I’m happy that I don’t have to queue up at 8am in the morning to try and get through to the doctors
Visited June 2023
Review titled Ico Health Group
Replied on 25 June 2023
Thank you for the review and thank you for giving the ChatDoc WhatsApp service a try as well. We are confident it will suit most people - but the phones are always available for those who dont like the idea of chat or WhatsApp. Please encourage others to give it a try as well. Thanks! The ICO Team.
-
Review titled I was promptly given an appointment for the next day
Rated 4 stars out of 5
by Anonymous - Posted on 19 June 2023
Today I contacted the surgery on behalf of my mother who has an ongoing health problem. She needs to be seen swiftly to ensure she has the right medication and also to allay her fears. I was promptly given an appointment for the next day at a time of my convenience.
Visited June 2023
Review titled Ico Health Group
Replied on 03 July 2023
Thank you for your review. So pleased you were able to get the prompt help you needed for your mother, we hope her condition is under control. We have worked hard to make sure that we can offer very quick appointments for those who need it so thank you again for leaving a positive review. Best, The ICO Team.
-
Review titled It has been much easier to gain access to the clinic
Rated 4 stars out of 5
by Anonymous - Posted on 07 June 2023
To get an appointment via telephone would be impossible/ by the time they answered all appointments would be taken. However, since being able to use WhatsApp to make an appointment it has been much easier to gain access to the clinic.
Visited June 2023
Review titled Ico Health Group
Replied on 25 June 2023
Thank you for the review. All the work we have been doing recently with introducing ChatDoc WhatsApp and changing how we work has been to improve access for our patients and for you it seems to have worked! Great to hear. Thanks. The ICO Team
-
Review titled You get results quickly
Rated 5 stars out of 5
by Anonymous - Posted on 26 June 2023
Several things wrong. Service booked double appointment. Personalised and efficient. Thank you 😊
Visited June 2023
Review titled Ico Health Group
Replied on 03 July 2023
Thank you for the review - great that you were able to get a double appointment to deal with several things at once. This is the sort of service we aspire to, so great to hear your experience. And to all those people kind enough to use the ChatDoc WhatsApp service and resolve their simpler needs over chat, this is what enables us to offer more complete face to face care to those with more complex needs. Thank you! The ICO Team.
-
Review titled Based on my experience today
Rated 4 stars out of 5
by Anonymous - Posted on 02 June 2023
Based on my experience today which is my first time booking through What’s App. The process is very slow. I was given an appointment at 12:34 compared to if I had called the front desk at 8am. My reply time would be even slower on days when I have work. I do not have time to be on my phone constantly answer 21 questions. The questions asked to get an appointment was relevant. From the time the conversation started to the time when I got the appointment was too long.
Visited June 2023
Review titled Ico Health Group
Replied on 05 June 2023
Thank you for taking the time to leave a review - feedback is really important so we can improve the service. To address the points you make directly: - As of 2 weeks ago, all patients (even those who call on the phone) are taken through the same set of questions so we can understand the patients needs. The "old" process of simply ringing the practice and asking for an appointment has now been replaced - I think we can all agree that the old process was very broken! All GP practices are being asked by the NHS to change the way patients access GP services. - You don't mention how soon the appointment is that you were given, but hopefully it is relatively immediate. The new service has enabled us to offer same or next day appointments to most patients who need them - and this is mainly because we now handle as many requests as we can through other team members (not just the doctors). This has freed up more GP time to help those with bigger medical issues. - Most of the questions are asked immediately by the chatbot - it should take perhaps 2 to 3 minutes to answer them. If a clinician needs to know something else, they will ask - and you can reply when convenient. If you are at work, no problem - you can speak to the chatbot 24/7 (but remember the team will review and reply during normal working hours). - We are targeting an initial response within 2 hours, then resolution of the patient query within 3 hours. If the patient needs something more urgently than that, then 111, 999 or A&E may be a more suitable service for them. We hope the aysnchronous-style of interacting with the practice will work for most people, most of the time. The phone lines are always available (and now much less busy!). Thanks again for the review. The ICO Team.