Paxton Green Group Practice
Paxton Green Health Centre, 1 Alleyn Park, London, Greater London, SE21 8AUContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Telephone Service
Rated 2 stars out of 5
by Anonymous - Posted on 24 January 2025
It is so difficult to get through to the practice. I have been trying for a while (not 08.00-10.00) The automated message said I was position 1, but waited for over 15 minutes with no response. I had to give up in the end. Very disappointing.
Visited January 2025
Review titled Paxton Green Group Practice
Replied on 29 January 2025
Dear Patient, Thank you for your feedback. I’m sorry to hear about the difficulty you experienced when trying to reach our practice. I completely understand how frustrating it can be to wait on the phone for an extended period without getting through, especially when the automated message indicated you were in position 1. Please feel free to write to us or complete a feedback form, which is available at reception or on our website as this will help us investigate your issue and respond to you in more detail. Once again, I apologise for the inconvenience and disappointment caused. Yvette McDonald Senior Administrator
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Review titled Good care
Rated 5 stars out of 5
by Anonymous - Posted on 12 January 2025
Just to say thank you to the kind GP who saw me in November and again in December. Getting an appointment was amazingly easy via the NHS app! Also your telephone on the day clinic is really helpful for urgent problems so please keep it going.
Visited December 2024
Review titled Paxton Green Group Practice
Replied on 20 January 2025
Dear Patient Thank you so much for your lovely feedback! We're delighted to hear that you had such a positive experience with the GP in November and December. It’s great to know that booking your appointments through the NHS app was easy, and that the telephone clinic has been helpful for your urgent needs. We truly appreciate you taking the time to share your thoughts, and we’ll definitely continue to keep the telephone clinic running to support patients like you. Thanks again for your kind words! Best regards, Yvette McDonald Senior Administrator
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Review titled Great access and role in treatment `team'
Rated 5 stars out of 5
by Anonymous - Posted on 13 November 2024
Thank you for offering patients a choice of ways of getting in touch, meaning I experienced a pre-existing treatment plan (involving GP, hospital specialist team and local pharmacy) being updated and actioned within 12 hrs. via the Telephone Advice Line, hospital email exchange, a Contact Us option, text reply from GP & messaging pharmacy. Realise this way of working doesn't suit every occasion but, this time, it was perfect. Thank you for your key part in this.
Visited November 2024
Review titled Paxton Green Group Practice
Replied on 20 January 2025
Dear Patient Thank you for your lovely feedback! We’re so happy to hear that the different ways of getting in touch worked well for you and helped update your treatment plan quickly. It’s great to know that everything came together smoothly with the Telephone Advice Line, hospital email, and messaging systems. We’re always looking to improve and provide the best care, and it’s wonderful to hear that this approach was helpful for you. Thanks again for sharing your experience with us! Best regards, Yvette McDonald Senior Administrator
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Review titled Pharmacy enquiries
Rated 2 stars out of 5
by Anonymous - Posted on 05 November 2024
The initial welcome message when you call, says you can speak with a pharmacist by asking. I had some particularly complex questions regarding a consultants letter prescribing me some drugs. However, on asking, I was told that you canNOT speak with a pharmacist. I am now confused and don't know what to do. It's dreadful
Visited October 2024
Review titled Paxton Green Group Practice
Replied on 20 January 2025
Dear Patient, Thank you for your feedback, and I’m sorry for the delay in responding. I completely understand how frustrating this situation must have been. I also apologise for the confusion caused by the message you received when calling. We strive to provide clear and helpful information, especially when it concerns your health. I regret the miscommunication about speaking with a pharmacist, and I understand how this has left you feeling uncertain. I’m truly sorry for any stress this has caused. If you still have questions about the consultant's letter or medication, please feel free to write to us or fill out a feedback form at reception or on our website. Once again, I apologise for the delay and the experience you’ve had. We are committed to improving our services. Kindest regards, Yvette McDonald Senior Administrator
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Review titled A Once Great Practice. Not Since Covid
Rated 2 stars out of 5
by Miele - Posted on 21 September 2024
I’m leaving a review based, not on one bad experience, but actually several which have accumulated since the surgery reopened during covid, yet seems to not have ‘recovered’ from. It baffles me firstly how getting an appointment is like trying to buy tickets for Wimbledon with the claim that they are ‘fully booked’ and when you happen to enter the surgery reception area, there’s barely anyone there. This I find unacceptable. I’ve always through that entering the field of medicine is perused by those wishing to help and care. I have, as far as I recal, never missed a scheduled appointment, nor been late. One time I arrived 8 mins after my appointment (due to unavoidable reasons), had to queue behind 3 people too, so by the time I got to the desk, 12 mins after my scheduled appointment time. I explained at the reception and the lady said she would email the relevant doctor, as ask if he would see me. The survey’s rule is that if you are upto 10 mins late the. The receptionist will ask the dr if they’ll see the patient. 10-15 mins they do the same. Upto 20 mins it’s likely the patient will have to re-book. I think all of the above is reasonable, so don’t get me wrong. However, to be delayed past 10 mins because one has to wait in a queue to eventually get to the desk should have been deemed that I arrived within 10 mins of my appointment, surely?? Instead the dr replied by email to the receptionist advising that he would not se eke and I’d have to re-book. Although I thanked her for trying and re-booked, I must say how utterly disappointed I am. Surely, to see a patient who is prepared to wait, who arrived within the surgery 10 mins of ‘extra time’ should not have been turned away. Where is the compassion in that?? Suffice to say, I’m deeply disappointed becuase when doctors are running late, we show patience and don’t complain. Perhaps it’s time to do so.
Visited September 2024
Review titled Paxton Green Group Practice
Replied on 20 January 2025
Dear Patient Thank you for sharing your feedback. I am truly sorry to hear about your experiences and the frustration they’ve caused. I understand how difficult it has been to book appointments and the disappointment you felt during the recent incident with your delayed appointment. While we have policies to manage time, I agree that compassion and understanding should always come first, and I regret this wasn’t the case for you. Your feedback is being taken seriously and will be shared with the team to help us improve. We value all feedback and use these examples as learning opportunities to guide staff training and development. We’re committed to providing better care and ensuring such situations don’t happen again. If you’d like to discuss this further, please feel free to write to us or complete a feedback form, which is available at reception or on our website. Once again, I apologise for the inconvenience and disappointment caused. Best regards Yvette McDonald Senior Administrator
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Review titled Help with access to NHS App
Rated 5 stars out of 5
by Christopher McHugh - Posted on 04 September 2024
The practice IT manager spent a long time sorting out access for me and my wife to our health records and after much effort on her part I now have full access to both records and other necessary information. I am very grateful to the pratice IT manager whose patience and friendly manner was much appreciated.
Visited September 2024
Review titled Paxton Green Group Practice
Replied on 20 January 2025
Dear Patient Thank you so much for your kind words! We're happy to hear that the IT Manager was able to assist you and your wife in gaining access to your health records. It’s wonderful to know that her patience and friendly approach made a positive impact. Your appreciation means a lot to us, and we’re always here to help whenever you need further assistance. Best regards Yvette McDonald Senior Administrator
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Review titled Needs improvement
by Anonymous - Posted on 10 June 2024
Reception staff appear to want to get people off the line as quickly as possible. I had a query about an appointment, but the receptionist just wasn't listening to what i was asking. I gave up in the end
Visited June 2024
Review titled Paxton Green Group Practice
Replied on 02 July 2024
Dear Patient Thank you for your feedback, we are sorry to hear that you were not able to speak to a member of staff when you called. I am happy for you to call to speak to me further about the issue you raised. Kind regards Alison Peat Assistant Practice Manager
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Review titled PPG
Rated 3 stars out of 5
by Andrew L - Posted on 11 June 2024
I've been trying to get hold of someone for the PPG. The receptionist says I cannot speak with anyone, but must put in writing. However, when I do, I get no response... Most irritating
Visited May 2024
Review titled Paxton Green Group Practice
Replied on 02 July 2024
Dear Andrew Thank you for your feedback and for taking my call to discuss communicating with the Patient Participation Group (PPG). In order to protect patients’ confidentiality and adhere to data protection requirements, all initial contact with the PPG is via the Practice. If you wish to contact the PPG without enrolling please do so via the Assistant Practice Manager. Information for all review readers. The PPG at Paxton Green has been patient-led with the support of the lead GP Partner and the Assistant Practice Manager since 2014. All patients registered at Paxton Green are welcome to enrol with and participate in the PPG. Meetings are face to face and online, all members receive the meeting papers and can contribute to the agenda. The PPG work in partnership with the Practice to improve its services. They also produce topical newsletters which are freely available to all patients on the website and in the Practice. You will find more information about the PPG and how to enrol here: https://www.paxtongreen.nhs.uk/about-the-ppg Kind regards Alison Peat Assistant Practice Manager
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Review titled What an ever has happened to the Paxton web site
Rated 4 stars out of 5
by Fran - Posted on 24 April 2024
It used to be easy to order your repeat prescription and do an online consultation. Impossible now to manage with this new website and IT system. The poor receptionist helped me I had to click at least 3 different times before being able to access the prescription site. Completed and heard nothing. So I will have to waste everyone's time by getting an appointment to do all the things I used to be able to do online.
Visited April 2024
Review titled Paxton Green Group Practice
Replied on 25 April 2024
Dear Patient Thank you for your valuable review on the NHS website. We would like to inform you that our website has recently undergone an update and is still a work in progress. We have already made improvements to enhance the ease of navigation for patients when ordering repeat prescriptions. We kindly request your patience as we collaborate with our Patient Participation Group to implement further changes that will assist patients in navigating the site. We sincerely appreciate your feedback and thank you once again. Kind regards Alison Peat Assistant Practice Manager
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Review titled Has the repeat prescription changed?
Rated 4 stars out of 5
by Christine Terry - Posted on 18 April 2024
I have found it impossible to place a repeat prescription lately, has the service change? It use to be so easy to put in a request but now it i so confusing, is it just me doing something wrong! I can place a request through the chemist I use, but because of my disabilities it is very painful to walk so I limit my journeys out, but now because I must first place the request then go back 4 days later I am finding I have to double my walks, with the old system I only had to place it electronically over the internet from home, so easy. What has gone wrong?
Visited April 2024
Review titled Paxton Green Group Practice
Replied on 25 April 2024
Dear Patient, Thank you for taking the time to submit your review on the NHS website. We appreciate your feedback and are constantly working to improve our website. We are pleased to inform you that we have collaborated with the Patient Participation Group (PPG) to enhance the overall accessibility of the site. This group is led by patients, and we have been proactive in addressing their suggestions and implementing necessary changes. Regarding the concerns you raised about ordering repeat prescriptions, we have already revised the page to provide clearer instructions and make the process easier for patients to navigate. We apologize for any inconvenience caused, but we are confident that these modifications will greatly enhance the patient experience. Thank you once again for your valuable input. Kind regards, Alison Peat Assistant Practice Manager