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 Going Downhill Fast
Rated 2 stars out of 5
by P. Lee - Posted on 18 April 2023
I have been registered with this practice for 50 years and in the early years found them good. Over recent years their service has declined drastically. In 2011 they missed my and my wife’s cancer, causing a lot of problems. In February 2023 I contacted them re a head/hearing problem, it is now middle of April 2023. I have not as yet seen a doctor face to face. I have seen a clinician who was no help and I had to ask for ear dewaxing appointment, which in the end did not help at all. Later I had a telephone conversation with a doctor who did not grasp my symptoms, went off at a tangent and I had to ask for a blood test. To date I still have the same symptoms as I had in February. This week on contacting the surgery to obtain a doctor’s appointment as I was still suffering. I was offered one in early May. For all I know I might have a brain tumour and require specialist treatment, but until May I will never know. I am not impressed with this surgery. Despite my 50 year association with them, they do not know who I am and over the years, I rarely see the same doctor.
Visited March 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your comments. I believe we have discussed this via email. I am sorry that you feel the practice has let you down. As discussed in our emails this was not the intention and more to do with what we are permitted to refer for. Regards
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Review titled Indifferent attitude by Gp. Waste of time and energy.
Rated 1 star out of 5
by Adetoun Hughes - Posted on 23 February 2023
I am not only chronically ill from conditions which include autoimmune disorders which make me immunocommpromised. I have had to have all the COVID vaccinations including the most recent booster, which I recieve at the Hospital in London but not at the Gp Surgery. I appear to have come down with COVID, confirmed by two separate home kits. My surprise and disappointment was when the Gp called back yesterday late afternoon with his advice. Drink plenty of fluids, plenty of rest, no care for if I were on my own, had anyone to help , etc . Yet this Practice has been my Gp Practice for over 20years and are well aware of my co-morbidities, and when I suggested my sending an email to my Consultant at the Hospital, the response was “if you want “. I have never had COVID before. No reassurances. I had to call my niece who is a junior Doctor in Southampton for answers and reassurances and what to do. My fault I should’ve done what I was best, get in touch with the hospital. The Gp is only great for repeat prescriptions. Very disappointing.
Visited February 2023
Review titled Keston Medical Practice
Replied on 21 March 2024
Good Morning I was sorry to have read about your disappointment regarding the advice you received. As you stated you did receive a telephone call and I am wondering why , if you required any further information, why you did not ask at the time of the call or, contact the practice back, if you had thought of something that was not discussed at the time. As you are aware I am based within the practice and am always happy to speak with all patients if they have any matters they would like to discuss further. Regards
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Review titled Great GP Service
Rated 5 stars out of 5
by Anonymous - Posted on 03 February 2023
Very happy with my visit to the Dr / Gp this morning. It was very professional, yet relaxed and friendly that I began to feel my energy field expand with more positive energy. The Dr /Gp listened by being present, and gave me the best way forward with my Ear issue which she checked. Very grateful that it was nothing worse.
Visited February 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for taking the time to add a positive comment. The practice feels that our new online appointment request system KLINIK is working well and patients who do use it are full of positive comments.
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Review titled Very quick and efficient service. Kind responses.
Rated 5 stars out of 5
by Deborah Sawh - Posted on 01 February 2023
I applied on line for a telephone consultation, I received a call back almost immediately. The GP who called me was very kind and thorough and he was able to support my needs. Great service, thank you.
Visited February 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your positive feedback on our new online appointment request system KLINIK. Most patients who have used this are full of positive comments. This is a far more convenient system than previous when patients wait on the telephone for 45 minutes. We are looking to the day when all patients, who can, use it freeing up the telephone lines for those patients who cant use an online facility.
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Review titled List doctors names
Rated 3 stars out of 5
by Mrs. Thevarajah - Posted on 07 February 2023
Names of doctors mentioned under the heading of " meet or team" do not include all of them at your surgery . Some names are hyphenated and cannot remember when they say their name on the phone . When you check your website their names do not appear in your system. Some told me they are there over a year. Please include all those working at your practice
Visited January 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for thanking the time to add a response. I note your comments and will ensure our team is updated. We are a training practice therefore have a flow of new registrars regularly.
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Review titled A GP practice who don’t want patients
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2023
This used to be a good medical practice when it was The Moorings, now as The a Keston Medical Practice the last thing they seem to want is anyone to actually make an appointment. You can spend forever in a queue on the phone (only allowed at a certain time) or they suggest you use a the internet App, forgetting that many of their patients are not tech savvy. When I used the app it gave me only 3 choices to book, a flu jab, a smear test or some other irrelevant option. So I sat forever on the phone in a queue only to be told “ah when we have no appointments it only gives you those 3 options. Genius! I imagine many people will die before they work out how to get an appointment here!
Visited November 2022
Review titled Keston Medical Practice
Replied on 29 June 2023
Good Afternoon In response to your anonymous complaint hopefully you have used our new appointment system KLINIK and found that instead of appointments being issued on a first come first basis, they are now issued after being triaged by a team of clinicians who will arrange for patients to be seen on a clinical need basis Patients will never be told there are no more appointments which often ran out after only 20 minutes of us being open. Regards L Shaw PM.
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Review titled very difficult to get appointments
Rated 2 stars out of 5
by Anonymous - Posted on 14 October 2022
It seems very difficult to get the appointments .When we ring the reception ,it is asking to book online while online it always displays no appointments available. Morning 8 am is rush hour and we have to keep holding the line for 40 minutes.Some improvement is needed to make appointments system easily accessible.
Visited October 2022
Review titled Keston Medical Practice
Replied on 14 March 2023
A new appointment system has been introduced called KLINIK. This is an online consultation software. Patient appointments are now issued according to clinical need, after being triaged by a clinical team rather than first come first served. patients are required to submit a form via our website or if not able to, staff will complete the form on the patients behalf. Contact back to the patients is often within a few hours and an appointment will be offered according the clinical priority. Hopefully this will improve your access to appointments. Regards Liz ShawPM
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Review titled Excellent service
Rated 4 stars out of 5
by Donna Fretwell - Posted on 06 October 2022
Your Review: Even though all the doctors that work at Keston House Medical Practice are helpful. There is one doctor in particular that I have to say is a brilliant, he goes over and above to help his patients. He is always there to give good advice, and always listens . I have known him as a doctor at Keston House Medical Practice for quite a few years now, and just hope he doesn't leave there.
Visited September 2022
Review titled Keston Medical Practice
Replied on 29 June 2023
Thank you for this positive review. I will ensure I forward your comments to the team. the practice has been going through quite extensive changes in order to facilitate a patients needs according to their clinical needs ie KLINIK. so positive feedback is always appreciated.
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Review titled Really Care
Rated 5 stars out of 5
by Anonymous - Posted on 03 August 2022
Difficult to get an appointment but the staff are exceptionally helpful, empathic and compassionate. They have always put my health and wellbeing first.
Visited August 2022
Review titled Keston Medical Practice
Replied on 04 August 2022
Good Morning Thank you for your positive response to the practice. Whilst I acknowledge it can be difficult to get through to the practice first thing, as this is always our busiest times, there are now other ways to reach the practice. Use MY GP app which allows online booking, Also from beginning of September the practice will be using online consultations. A patient will go onto our website, complete an enquiry form and a member of the team will reply within a matter of hours. If an appointment id required they will contact you to arrange. If they can assist with your enquiry without the need for you to visit the practice they will do so by directing through to the correct pathway. Please always be assured that if there is a clinical need for you to be seen you will always be seen by our Duty Doctor even when you do manage to get through and there are no appointments left. Your health is always paramount. Regards Liz Shaw Practice manager.
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 07 September 2022
Supposed to have 5 receptionist to answer phone, every time I ring always in a que for 40 mins sometimes longer, staying at the same number for 10 mins, insult to peoples intelligence there is no way there is 5 people answering the phones. Monday morning I got through first time, very lucky that was the first time. To be told no appointments are you kidding I didn't have to wait, yet all the appointments have gone. Really!!! I don't believe it, what is really going on at that practice. It really needs investigating, do they have no respect for their patients. I hope they don't get ill and need a doctor this truly is very wrong. Never any appointments, waiting rooms empty. I would loved to have answered the 5 questions, but you ask about how happy you are to make an appointment as I can never get to make one, it didn't have a question for this so had to exit the questionnaire.
Visited August 2022
Review titled Keston Medical Practice
Replied on 14 March 2023
Good Morning I can confirm the practice has tremendous respect for all our patients even in the face of rudeness and frustrations from users of the practice. I can confirm we do have 5 members of staff dealing with our telephone lines. The staff deal with all calls as quickly and efficiently as possible. However since January, we have listened to our patients and have implemented a new appointment system. All patients, who submit a request either via our website or by staff submitting the form when a patients telephones the practice, will have the requested triaged by a clinical team and offered an appointment according to the priority of their clinical needs. We no longer a first come first served basis regarding appointments, Hopefully when you have the need to use this facility you will agree that it is a much fairer and appropriate use of NHS appointments. Regards In