Novum Health Partnership
The Primary Care Centre, Hawstead Road, Lewisham, London, Greater London, SE6 4JHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Swift action by GP
Rated 4 stars out of 5
by D Bent - Posted on 18 March 2025
I contacted the surgery this morning with an issue I have been having with my ear. I have previously attended the surgery about the issue and also A&E twice, to no avail. I received a call from a lovely GP this morning who firstly apologised which was nice and then told me he would try and have the situation sorted by the end of the day. I received a call 15 minutes later from ENT at the hospital, booking me a consultation and hearing test tomorrow morning. Having felt like noone was really taking me seriously for weeks, it was nice to have the particular GP listen to my symptoms, empathises with concerns and then action as he said he would. Thank you!!
Visited March 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear D Bent Thank you for sharing your experience with us. We are delighted to hear that you felt listened to and supported by our GP, and that action was taken promptly to address your concerns. Patient care and well-being are our top priorities, and we are pleased that you had a positive outcome after your consultation. We understand how frustrating it can be when a health issue persists without resolution, and we are glad that this matter is now being addressed with the appropriate specialist care. Your kind words will be shared with the GP, and we truly appreciate your feedback. If you need any further assistance, please don’t hesitate to reach out. Wishing you all the best for your upcoming consultation and hearing test. Kind Regards Miss M Stewart Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Shirley - Posted on 13 March 2025
I was very satisfied with my appointment, it was very quick and very efficient, friendly. I felt very comfortable and at ease whilst I was there.
Visited March 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Shirley Thank you for your kind feedback. We are pleased to hear that your appointment was quick, efficient, and friendly, and that you felt comfortable and at ease during your visit. Ensuring that our patients have a positive experience is very important to us, and we are delighted that we met your expectations. Your feedback is greatly appreciated and will be shared with the team. If you ever need any further assistance, please do not hesitate to reach out. We look forward to welcoming you again in the future. Kind Regards Miss M Stewart Practice Manager
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Review titled Outstanding practice.
Rated 5 stars out of 5
by Elizabeth Aduwa - Posted on 16 March 2025
The Nurse that did my blood pressure check was polite, professional and had patience. She ensured I was at ease before conducting the blood pressure tests three times to obtain accurate readings. She proceeded to measure my height and weight. The whole experience had not been rushed. I left the practice happy and content that I had just received a 5-star service.
Visited March 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Miss Aduwa Thank you for taking the time to share your positive experience with us. We are delighted to hear that the nurse provided you with polite, professional, and patient-centered care. Ensuring that our patients feel comfortable and well looked after is a top priority, and we are pleased that you felt at ease throughout your appointment. Your kind words will be shared with the nurse and the wider team, as feedback like yours encourages us to continue delivering high-quality care. We are glad you left the practice feeling happy and reassured. If you ever need further assistance, please don’t hesitate to reach out. Thank you again for your thoughtful feedback. Best regards, Miss M Stewart Practice Manager
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Review titled Receptionists great not so much the Doctors
Rated 1 star out of 5
by Mel - Posted on 21 March 2025
Last doctor I saw had to ask why I was there when it was them that called me in. They had no clue as to why I was under a specialist seems to me they have nothing about my medical history. No confidence in this practice at all but there isn’t a better one in the area shame I can’t go back to old practice.
Visited March 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Mel Thank you for reaching out to share your experience. We are sorry to hear that you felt uncertain about your consultation and that it did not meet your expectations. We understand how important it is for patients to feel confident in their care, and we regret that this was not your experience. Clinicians strive to have the most up-to-date patient information, and we apologize if this was not the case during your appointment. We are currently reviewing how patient records are accessed and communicated to ensure a smoother experience in the future. If you would like, we can arrange for a follow-up to clarify any concerns about your medical history and ongoing care. We appreciate your feedback and take it seriously as we work to improve our services. Your care and confidence in our practice are important to us. Kind Regards Miss M Stewart Practice Manager
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Review titled Not happy
Rated 2 stars out of 5
by Pauline Brooks - Posted on 06 March 2025
Rang surgery and was no.1 in queue, 30 minutes later and no answer I requested a call back which never happened. Discusted with this
Visited March 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Mrs Brooks Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration caused by the delay in answering your call and the missed callback request. This is not the experience we want for our patients, and we completely understand how disappointing this must have been for you. We are currently reviewing our phone system and callback process to identify any issues and ensure that patients receive the timely response they deserve. Your feedback is invaluable in helping us improve our service. If you still require assistance, please let us know, and we will do our best to resolve your concern as soon as possible. Again, we apologize for this experience, and we appreciate your patience and understanding. Kind Regards Miss M Stewart Practice Manager
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Review titled Worst gp ever
Rated 1 star out of 5
by Anonymous - Posted on 26 March 2025
’m extremely disappointed with the service rushey green novuman health centre rushey green I’ve been feeling seriously unwell, and despite making this clear, they gave me an appointment so late that it feels like they’re not taking my health seriously. On top of that, the staff have been incredibly rude and unhelpful, showing no compassion or urgency in dealing with my situation. It’s frustrating to be treated like this when you’re already feeling vulnerable. I wouldn’t recommend this practice to anyone who actually cares about their health.
Visited March 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Patient Thank you for reaching out to share your concerns regarding your recent experience at Novum Health Partnership. We sincerely regret that you feel disappointed with the service you received and that your health concerns were not addressed in the timely and compassionate manner you expected. Please accept our sincere apologies for any distress this has caused you. We fully understand how frustrating it can be to feel unwell and not receive the level of care and urgency you need. This is certainly not the standard of service we aim to provide, and we take your feedback very seriously. Ensuring that our patients feel heard, respected, and well cared for is our priority, and we deeply regret that you did not experience this during your visit. Regarding your appointment, we appreciate that waiting for care when you are feeling seriously unwell can be distressing. We always strive to allocate appointments as efficiently as possible based on clinical urgency, but we recognize that delays and appointment availability can sometimes cause frustration. We are currently reviewing our appointment scheduling to find ways to improve access to timely care for all our patients. We are also very concerned to hear that you found our staff to be rude and unhelpful. Professionalism, kindness, and empathy are fundamental values in our practice, and we apologize if you felt that our team did not demonstrate these qualities. We take all feedback seriously and will be addressing this matter internally to ensure that every patient is treated with the respect and compassion they deserve. Your experience is important to us, and we would appreciate the opportunity to discuss your concerns in more detail. If you are willing, we would be grateful if you could contact us directly at [contact details] so that we can look into this further and work towards resolving the issues you faced. Once again, we apologize for your experience and thank you for bringing these matters to our attention. Your feedback helps us improve, and we are committed to ensuring that all our patients receive the high standard of care they deserve. Kind Regards Miss M Stewart Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Hywel - Posted on 11 February 2025
My appointment was a little late but my concern was dealt with politely, professionally and efficiently.
Visited February 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Hywel Thank you for taking the time to share your experience with us. We appreciate your patience regarding the slight delay in your appointment and are pleased to hear that your concern was handled politely, professionally, and efficiently. Providing high-quality and compassionate care is our priority, and it’s encouraging to know that you felt well supported during your visit. Your feedback is valuable to us as we continue striving to enhance our services for all our patients. If you have any further concerns or need any assistance, please do not hesitate to reach out. We are always here to help. Kind Regards Miss M Stewart Practice Manager
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Review titled Positive Approach
Rated 5 stars out of 5
by Anonymous - Posted on 27 March 2025
Having struggled for what seems like such a long while, mainly caused by my inability to use the Internet, I was immensly relieved to see a GP who listened not only to my pain, confusion and frustration but offered practical ways forward. Since then I feel hopeful towards a future where I can contact the surgery in confidence. It's probably a psychological factor but the relief I felt and the encouragement I received, the opportunity to speak face-face with the GP, my emotions, physical pain and stress level we're immediately lessened. So.much so I walked out of the Surgery, still in a level of pain but with a lighter step. I hope that particular GP remain at Rushey Green so that other patients can benefit from her professional approach and caring manner.
Visited February 2025
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Patient Thank you for taking the time to share your experience with us. We truly appreciate your feedback and are pleased to hear that your recent consultation with the GP was a positive and reassuring experience for you. We understand that navigating healthcare services, particularly in an increasingly digital world, can be challenging. It is heartening to know that your GP was able to provide you with the support, practical guidance, and care that you needed. Your words reflect the very essence of what we strive to achieve—ensuring that every patient feels heard, valued, and supported in their healthcare journey. The impact of face-to-face consultations can indeed be profound, not only in addressing medical concerns but also in providing comfort and reassurance. We are delighted to hear that you left the surgery feeling lighter and more hopeful, even in the face of ongoing challenges. Your well-being is our priority, and we are committed to ensuring that all patients receive the compassionate and professional care they deserve. Your appreciation of the GP’s professional and caring manner has been shared with the team, and we are sure it will mean a great deal to them. We are always striving to maintain high standards of patient care, and knowing that our efforts have made a real difference to you is incredibly encouraging. We will do our best to retain exceptional clinicians like the GP you saw, ensuring that all patients continue to benefit from their expertise and dedication. If you ever need further support or assistance, please do not hesitate to reach out to us. We are here to help. Once again, thank you for your thoughtful feedback. Wishing you continued progress on your journey to better health and well-being. Kind Regards Miss M Stewart Practice Manager
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Review titled Waiting time
Rated 2 stars out of 5
by Claire - Posted on 20 December 2024
I've been waiting for 2 hours for a call back. I was no 10 in the queue, 2 hours later and I'm no 4. Disgusting waiting time and lady has attitude
Visited December 2024
Review titled Novum Health Partnership
Replied on 24 December 2024
Dear Clare, I am sorry to hear about your prolonged wait for a callback. We are currently experiencing a shortage of reception staff due to sickness, which has unfortunately affected our ability to respond to calls as promptly as we strive to. To address this, we are engaging locum agencies to help fill the staffing gaps. Your understanding and patience during this time are greatly appreciated. Thank you for bearing with us as we work through these challenges. Best regards, Miss M Stewart Practice Manager
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Review titled Wait time
Rated 3 stars out of 5
by Miss Sonia sewell - Posted on 01 January 2025
I have made appointments in the last two weeks, at Hawstead Road Surgery and on both appointments I had to wait 50mins for both appointments to be seen. Then I felt rushed and unimportant. I know some times the Doctors are running late but 50mins waiting is far too long
Visited December 2024
Review titled Novum Health Partnership
Replied on 28 March 2025
Dear Miss Sewell Thank you for reaching out to share your recent experiences at Hawstead Road Surgery. We sincerely appreciate your feedback and the opportunity to address your concerns. First and foremost, I want to express my sincere apologies for how you felt during your recent visits. It is deeply concerning to hear that you felt rushed and unimportant, and I assure you that this is certainly not how our clinicians would ever intend for any patient to feel. Providing compassionate and patient-centered care is at the heart of what we do, and we regret that your experience did not reflect this standard. We understand that waiting for an extended period can be frustrating, especially when you are not feeling well or have other commitments. While it is true that doctors sometimes run late due to the unpredictable nature of patient care, we fully acknowledge that a 50-minute wait is longer than acceptable. We sincerely apologize for this inconvenience. Delays can occur when clinicians need to spend additional time with patients who have complex medical needs, but we recognize that prolonged waiting times can have a significant impact on your experience. We are continuously working to improve our appointment scheduling and reduce waiting times as much as possible. Our team regularly reviews clinic operations to identify ways to enhance efficiency while maintaining the quality of care we provide. Your feedback is invaluable in this regard, as it highlights areas where improvements are needed. Once again, we apologize for your recent experience and appreciate the time you took to bring this to our attention. Kind Regards Miss M Stewart Practice Manager