Keston Medical Practice
Purley War Memorial Hosp, 856 Brighton Road, Purley, Surrey, CR8 2YLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Really bad don’t bother
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2023
Worst GP in the country - phoned up for numbness in the legs and was told that I can have an appointment in 3 weeks. They should shut this place down
Visited May 2023
Review titled Keston Medical Practice
Replied on 29 June 2023
All requests for appointments are clinically triaged by clinicians. If an appointment is offered for a three week wait this is because the clinicians do not deem it necessary to be seen earlier than that. If you disagree with this decision you are able to re submit the form and request an earlier appointment. It is very important for patients who do have a clinical need to be seen sooner are. Regards
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Review titled Quick and efficient!
Rated 5 stars out of 5
by Roger Clugston - Posted on 21 April 2023
I completed the Online Appointment Application Form, and within one hour I had a phone call. Withing two hours I had seen a Doctor. Much quicker than I expected. Thank you.
Visited April 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your very positive feedback on our new KLINIK system. We are trying to encourage all patients ( who can) to use KLINIK. Much better than being held in a telephone for ages.
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Review titled 62 days to get a CT scan - waited 14 days for bad result
Rated 1 star out of 5
by P. LEE - Posted on 15 May 2023
Following on from my review dated 18/04/2023. Finally saw a Dr on 25/04/2023 and had CT scan on 27/04/2023. Called three times to get result. Finally told on 11/05/2023 that needed urgent referral to Hospital Neuro unit. 12/05/2023 notified by Hospital of appointment date. Then on 13/05/2023 Hospital cancelled appointment as Dr's referral was not completed correctly. I therefore contacted Keston House to get an update and was told the “paper” Dr had closed the referral and they could not help. What a shambles. Hospital helpful in trying to sort out another appointment in maybe 2 weeks’ time. Left with untreated brain problem.
Visited April 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Again thank you for your feedback but I feel this matter has been dealt with between you and myself via emails.
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Review titled Awful Service
Rated 1 star out of 5
by Joe - Posted on 14 April 2023
We are travelling to South East Asia and I wanted to know what vaccinations are necessary and to arrange them via my GP. On phoning the surgery saying that we are travelling in May, we were told that they don't deal with vaccinations and an on-line form has to to be completed, which we did on the 6 April 2023. Today, 8 days later after the conversation with the surgery and filling in the form, I receive a message from the surgery offering an appointment the day before I am due to leave. A series of messages then followed where the surgery say what vaccinations they think I should have: and that they have no appointment slots: and that I should have given them 6 weeks notice: and I should have the vaccinations done privately. The surgery did not say anything about 6 weeks notice when they were told about the trip being in 4 weeks. The surgery took 8 days to get back to me offering an appointment that would not have been appropriate and instead of trying to offer some help or assistance, the surgery said that I should get the vaccinations done privately. On talking to a Chemist recommended by '111', apparently the actual recommended vaccines are different to what the surgery have said; who am I supposed to believe? (not the surgery). I have tried calling the surgery to discuss this, but as usual, I have been in a queue for ages and gave up when I was 16th in the queue. Why didn't the surgery tell me there was a 6 week notice period when they were first contacted? Why didn't the surgery try and help sort the problem out? Why did the surgery wipe their hands of it and say that I should go private? Why have the surgery suggested different vaccinations to those suggested by the Chemist? It would also have been nice to be able to talk to someone rather than just receive rather curt messages from them.
Visited April 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
I am sorry that you were not satisfied with the service you received for your travel immunisations. On our website we do clearly state all travel forms must be completed at least 6 weeks prior to travel. This is due to some vaccinations requiring a course of vaccines and the time line allows this. Also why we ask patients to complete the form is so that, when the information is given ie dates of travel, country, type of accommadation used etc, a full assessment can be made and correct travel information given. I understand that in your case the correct time line was not followed and not enough time was allowed prior to your travel. Also with some travel vaccinations, they are not all provided on the NHS and some are very specialised and can only be given is accredited practices. Regards
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Review titled Excellent service
Rated 5 stars out of 5
by Raymond.Palser - Posted on 22 March 2023
I was dealt with courtesy Same day as reporting problem Doctor was extremely efficient and very courteous in how she treated me Listened and checked thoroughly
Visited March 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your positive feedback. This will be feed back to our clinical team at our weekly meetings. Regards
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Review titled Website Faulty and Poor Communications
Rated 1 star out of 5
by Gareth Jones - Posted on 13 March 2023
The newly introduced website linked appointment process works for every service provision except doctor appointments! Telephone response waiting times exceed 30 minutes, which makes it unsurprising they have concerns about patient aggression when they get through! Clerks interfere with repeat prescription requests without clarification or explanation why they are ignoring the Doctors medication recommendation. Like most faulty systems, the people themselves are perfectly reasonable when you can get to see them.
Visited March 2023
Review titled Keston Medical Practice
Replied on 22 March 2023
Thank you for your feedback. I have looked into our website and can not detect a fault. All requests for appointments should be made via the website, click on appointments which takes you through to the KLINIK form. The website has a video link explaining how to use the KLINIK system. Our telephone lines are being blocked by patients who could/should use KLINIK and choose not to. I will confirm our system is not faulty. All prescription queries should also be submitted via KLINIK, ensuring a response from the correct team within hours. Regards
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Review titled Terrible service
Rated 2 stars out of 5
by Anonymous - Posted on 09 May 2023
The service is nothing short of unacceptable, especially for the elderly who are unable to access the internet. I spent the best part of a month trying to get an appointment, struggling to get through to the practice who said they had rung me, got no answer and then closed the call! This happened several times. Everytime I ring the practice, I have a waiting time of at least 30-40 minutes on hold. This practice is working hard to make their services unaccessible for the vulnerable and the elderly. The receptionists are well trained to divert you away from seeing a doctor. I have never experienced such terrible service to access a doctor to see me. If I could find another practice locally, I would definitely register somewhere else.
Visited March 2023
Review titled Keston Medical Practice
Replied on 29 June 2023
Good Afternoon I was sorry to have read your anonymous complaint. In January our practice introduce Klinik, an online consultation tool for patients to request an appointment. All requests for appointments are triaged by a clinical team and issued depending on clinical need. Patients who are not digitally able to use the online service are encouraged to telephone the practice. As I can see that you do use a computer I am not sure why you are queuing on the telephone to speak on the telephone when it is really user friendly to complete the form. On our website there is also a video to show patients how to use this. The Partners feel it is far more appropriate to clinically triage all appointments, ensuring that patients who need to be seen are offered an appropriate appointment. Nobody is ever told there are no more appointments, even if an appointment is offered in a couple of weeks. Unfortunately some patients still insist on telephoning the practice when they are able to use the online form, thus blocking the lines for patients who have not alternatives. I would encourage you to use the form. If you need assistance one of our staff will happily talk you through it. Regards L Shaw PM
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Review titled Delays in test results, inaccessible
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
Had to hold over 45 minutes to speak to a receptionist. She could not share the test result done on 23rd Feb, almost 4 weeks ago, as he said the GP had not approved it. When I expressed my concern, she said flippantly, we are a very busy surgery. That she will 'chase' the GP for me but she did not know when I can expect a callback or information. She kept talking over me, saying she had many callers waiting, and then hung up on me. Most dissatisfied.
Visited March 2023
Review titled Keston Medical Practice
Replied on 22 March 2023
Thank you for your feedback. Please be advised that rather than waiting on the telephone you could have submitted a request via KLINIK. As you have completed this form anonymously I am unable to look into your complaint and the reason for the delay in your results. All results received by the practice form the Lab are dealt with on the same day. Regards
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Review titled Impossible to get an appointment, poor website/info
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
The Moorings was once an excellent surgery. Now that it has amalgamated with Keston I haven't had a chance to sample the service as I cannot book an appointment. I've sat on the phone for nearly an hour only to get partway through the queue of other callers. You are advised that each call will take around 5 minutes to deal with. I get the impression that this may not even result in you being given an appointment but just get you onto the system to be considered for an appointment. I've tried twice to book an appointment online. The first time the system let me go through the long process of applying, only to tell me the online system was closed, but would be available the following day from 6am. Trying later the next day, at least I was told that the system was not available from the off. I have had to send an email - not to be used for appointment requests, to request an appointment as the other routes have failed. This, it states which should be responded to within 24 ***working*** hours. The website is extremely poor, overcomplicated, and very wordy. I use websites every day and I really struggled to find what I wanted and then the functionality of the system. There is no Patient Participation Group or I would report this to them. The poor reviews are telling, as is the lack of response from the surgery. Why is it possible for some surgeries to be able to accept walk ins, same day appointments or bookable appointments online or by phone, yet The Moorings cannot offer any of these? No idea about the clinical care, as I cannot access it!
Visited March 2023
Review titled Keston Medical Practice
Replied on 22 March 2023
Thank you for your feedback. Since 16.1.23 we have introduced a new appointment system. Patients are requested to go to our website, click on appointment tile and follow the form provided on KLINIK. Must patients receive contact back from the practice within a few hours, earlier depending on the priority of the clinical condition. All request for appointments are clinically triaged by a clinical team. The previous way of booking appointments meant patients obtained appointments on a first come first served basis, not depending on their clinical need. Patients became frustrated due to no appointments being left available after they had managed to get through. All patients who now request an appointment will be contacted with either an appointment or advice on who in the community it is more appropriate to contact for help. The website has a video to show patients, who are unsure how to use KLINIK. We also had an open day for all patients wishing to attend to show how the system works. I agree the telephone queue is very long now, this is due to patients who can obviously use the internet still choosing to wait on the telephone, causing patients who do not have access to be held in an extra long queue. Hopefully the next time you have need to request an appointment you will use the online system and see how efficient it is. Regards
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Review titled Outstanding senior nurse
Rated 5 stars out of 5
by D Hess - Posted on 07 March 2023
Had a consultation with a senior nurse today who has been at the practice many years. I appreciate all the knowledge, personal service and sensible advice she has given me over many years. I hope she is appreciated in the practice as much as I, and I am sure other patients, appreciate her.
Visited March 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your feedback. I can confirm all our clinical staff are valued and all form an integral part of the practice team. Regards