Matrix Medical Practice
10A Beacon Hill, Luton, Chatham, Kent, ME5 7JXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful surgery
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2024
When we were registered with these my daughter was a few weeks old and had 2 eye infections and both times they refused to see her. I ended up having to go through 111 to get antibiotics for her. Absolutely appalling not to see a newborn baby. Could never get through when ringing at 8am and could never get an appointment. Luckily a friend recommended another surgery in the area so we switched and have received better care. They took weeks to send our notes over to the new surgery though.
Visited May 2024
Review titled Matrix Medical Practice
Replied on 02 September 2024
Dear Anonymous Thank you for taking the time to write a review. Unfortunately, you have sent this anonymously, so I am unable to look into this further. It would also appear that you have now registered with a new surgery where you are happy with the care you are receiving. However, if you do wish to discuss this any further, please don't hesitate to contact me at the surgery. Warmest wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Some doctor are neglecting
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
Filled very unwell strongly believe had chest infection as had chesty cough with Flame and symptoms over week. I couldn't sleep talk and had swollen throat. Receive a call from doctor an he wasn't even trying to ask for symptoms Just said it is fine and it's just a flue so everyone got it on the time of a year Had called 111 and went to another doctor at the hospital following day I was diagnosed with chest infection prescribed antibiotics After 4 days start to fell better. This is a very poorly practice and need to be reviewed. Poorly patient have to wait several hours at hospitals need it treatment. Other professions in careing and teaching will be have disciplinary in similar situations.
Visited January 2024
Review titled Matrix Medical Practice
Replied on 16 February 2024
Dear Anonymous Thank you for leaving us a response. I am so sorry to hear that you feel that the treatment you received from the surgery was not up to our normal standards, but I am glad that you have now received antibiotics, and are beginning to feel better. I would be happy to discuss this further with you, but do not feel that this is the platform on which to do it. You have also sent this message anonymously, so I cannot call you to discuss. If you would like to discuss in more detail, please call the surgery and ask for me. Once again, I am sorry that you are unhappy with the service received. Best wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Not great
Rated 3 stars out of 5
by Donna Galley - Posted on 22 November 2023
Husband needed staples removed and unfortunately tested positive for COVID and the nurse refused to see him even though the staples needed to come out as they were causing a lot of pain,normally reception staff are always very helpful but gave me a number to ring that was no longer in service,didn't seemed bothered by this and spent the whole morning trying to find somewhere else with no luck,the operation was performed at Kim's hospital under nhs and although the staple removal wasn't supposed to be done by them they agreed to do it as the staples couldn't stay in much longer,feel very let down by this surgery.
Visited November 2023
Review titled Matrix Medical Practice
Replied on 05 December 2023
Dear Mrs Galley, As per out telephone conversation earlier today, I can only apologise for what happened to your husband. Since you posted your review, I have had a discussion with the receptionist and the nurse, and firmly believe that there was a missed communication between them. This has been a learning curve for us, and both members of staff have undergone more training. I can assure you that we do see patients who have tested positive for COVID, but may ask that the patient wears a mask and wait in the car until the clinician is ready to see them. Again, I can only apologise for this, but if you wish to discuss further, please don't hesitate to call me at the surgery. Wishing you all the very best for a Happy Christmas and a prosperous New Year. Yours sincerely Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Not answering telephone
Rated 2 stars out of 5
by Karen Louise Sanders - Posted on 19 May 2023
Im so annoyed i was told my call is important to them and to wait in queue then i waited 20 minutes on the phone with a ringing tone waiting for someone to answer my call i ended the call after noone answered my call after 25 minutes disgusting customer service.
Visited May 2023
Review titled Matrix Medical Practice
Replied on 22 May 2023
Hello Ms Sanders Thank you for your comment. I am so sorry that we have upset you. Unfortunately, we are currently experiencing a very high call demand, which sometimes means that patients are on hold for longer than we would like. We have six receptionists taking calls all day, and on average they will answer over 100 calls each. I understand that you have now got through to the surgery, and you have been given the help that you needed. If you wish to discuss any of the above, please don't hesitate to contact me at the surgery. Once again, I apologise for the upset that this has caused you. Warmest wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Repeat Prescriptions
Rated 1 star out of 5
by Paul P - Posted on 05 January 2023
Two months in a row my repeat prescription has been delayed. The website and receptionist state that 48 hours turnaround is needed. But its not 48 hours. The measure is two full days from the day after the day of submission .e.g. submit on a Monday first thing don't expect it to be ready until Thursday morning or Wednesday evening at the best.
Visited January 2023
Review titled Matrix Medical Practice
Replied on 08 January 2023
Hello Paul P I am sorry to hear that your repeat prescription has been delayed. We do require 48 hours to be able to turn repeat prescriptions around, sometimes this may take longer, due to the sheer number of repeat prescriptions that we have to process. December was a particularly busy month, plus we were short staffed due to quite a few receptionists being off sick with flu. I am so sorry that we have not met with your expectations this time, but I can assure you that we are working very hard to provide the very best service that we can. If you wish to discuss this any further, please contact me at the surgery. Best wishes for the New Year. Yours sincerely Alison Stacey, Service Delivery Manager
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Review titled Prescription request
Rated 3 stars out of 5
by Paul P - Posted on 04 February 2023
Pleased to say this month things were much better. Repeat prescription request was dealt with by the end of the day I submitted it. Well done much better service. Happy to update a previous poor performance rectified.
Visited January 2023
Review titled Matrix Medical Practice
Replied on 06 February 2023
Dear Paul P Thank you for taking the time to leave us your feedback. It was especially nice to hear that you were happy with the service that we provided, and that we have improved. It is always encouraging to hear good comments. Thank you once again. Warmest wishes Alison Stacey, Service Delivery Manager
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Review titled Highly recommended
Rated 5 stars out of 5
by Amanda - Posted on 11 November 2022
I have always found this practice to be nothing short of exceptional. The reception staff are kind & helpful and efficient with their responses. I’ve been with the GP here for many years & have always found him to be thorough & caring. He includes me in decision making about my treatment options rather than just issuing a prescription. I really appreciate his advice & help.
Visited November 2022
Review titled Matrix Medical Practice
Replied on 01 December 2022
Dear Amanda Thank you so much for taking the time to leave us such a nice comment on NHS Choices. All the staff work extremely hard in trying to provide the best service they can, and your kind words will definitely put a smile on their face. Thank you once again for your very kind words, and I hope that we can continue to win your high praise. Best wishes Alison Stacey Service Delivery Manager