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 First Class Practice
Rated 5 stars out of 5
by Anonymous - Posted on 05 February 2023
I was reminded last week of how fortunate I am to be a patient as this surgery where we are offered a choice of ways to get advice from a clinician - Telephone Advice Line (every weekday 8-10am), a bookable face-to-face or telephone appointment, an online consultation. On Wednesday I opted to call the Telephone Advice Line. I was in a queue, but this went down fairly quickly. The doctor I spoke took time to listen and discuss my problem and agree a plan of action. Half an hour after initiating the call, I came away feeling reassured, with a prescription sent to the pharmacy, a blood test form left at Reception and the knowledge that I would be reviewed regularly. Thank you Paxton Green
Visited January 2023
Review titled Paxton Green Group Practice
Replied on 04 May 2023
Dear Patient Thank you for taking the time to feedback on your experience whilst interacting with the practice. We appreciate your positive remarks, your comments have already been circulated to our staff members. Kind regards Alison Peat Assistant Practice Manager
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Review titled On line response
Rated 5 stars out of 5
by Anonymous - Posted on 27 January 2023
Over the last 2 years I have used the online system for repeat prescriptions. The practice has been very responsive to my requests, within 48 hrs except for one occasion. The booking of telephone consultations has worked very well with a response usually within 24 hours and in one case a face to face follow up appointment arranged within 3 days. The practice has been proactive in organising vaccinations, Covid, shingles, flu, pneumonia. Overall it’s use of technology has worked well and reduced my need for face to face appointments to a minimum.
Visited January 2023
Review titled Paxton Green Group Practice
Replied on 04 May 2023
Dear Patient Thank you for taking the time to post your comments online, your feedback is very much appreciated. Kind regards Alison Peat Assistant Practice Manager
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Review titled It's ok
Rated 4 stars out of 5
by Anonymous - Posted on 26 February 2023
I only ever see one Dr with I would recommend. The other Dr's are useless but if my Dr isn't about and I have to see I will. But 9 times of 10 I'll stick with one. I've been with the same Dr for about 14 years so she knows everything ive been threw so ill stick with her. Other Dr's are clueless to the situation. Sometimes reception staff are rude and un helpful. But you get the odd one that really wants to help.
Visited January 2023
Review titled Paxton Green Group Practice
Replied on 04 May 2023
Dear Patient Thank you for your comments. In terms of only seeing the GP of your choice, we do encourage patients with complex medical needs to stick to one or two GPs, for continuity of care. All our GPs are superb, fully qualified and thankfully not clueless! In terms of staff, if you would like to elaborate on any specific issues, please feel free to contact me directly. We appreciate you taking the time to post your comments on line. Kind regards Alison Peat Assistant Practice Manager
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Review titled Rude receptionist
Rated 3 stars out of 5
by Toya - Posted on 02 December 2022
I waited 48 mins to get through to reception to book an appointment. When the lady answered she was chatting to someone else in the background with me on the phone, when I said hello hello she told me to hold on and put my call on hold. She came back on the phone and told me to call back end of the month for my appointment. I commented on the time I was waiting only to be told to call back, I also asked her name and she put the phone down on me without as much as another word. I’ve been with this practice for many years and I love it but some of the receptionist are such a let down to the practice.
Visited December 2022
Review titled Paxton Green Group Practice
Replied on 20 December 2022
Dear Patient Thank you for your feedback. I believe we had a conversation and hope that the matter was resolved. Kind regards Alison Peat Assistant Practice Manager
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Review titled Simply can't get through to access primary care
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2022
Completely circular issues in trying to access primary care. Unable to access on line services (despite previously registering), then unable to speak with staff easily without long wait on phone, then when I did speak with staff they could not solve the online access issues, and promised a call back - which did not eventuate (this has now happened twice). When messages are left via the feedback system an inappropriate response that does not address the problem was sent - and when I replied to let them know that their message didn't address the issue, no response is received. I've never felt more abandoned by the health care system.
Visited October 2022
Review titled Paxton Green Group Practice
Replied on 07 October 2022
Dear Patient Thank you for your feedback. We do appreciate that at times patients may encounter issues with accessing online services. We reply to feedback within 48 hours of the message being posted. It can be difficult for staff to try to address online access issues whilst they are answering the calls during our busiest times, so we apologise if you did not receive a call back. If the issue you have been experiencing has not been resolved, do contact the Practice and ask to speak to me directly. Kind regards Alison Peat Assistant Practice Manager
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Review titled Shambles of a doctors surgery.
Rated 1 star out of 5
by Helen Cooper - Posted on 07 October 2022
Cancel appointments then deny it only to find out they have mixed you up with another patient with same name, yet didn’t check date of birth or address! Woeful service, at least 3rd mistake this year. Would not recommend this practice.
Visited September 2022
Review titled Paxton Green Group Practice
Replied on 20 December 2022
Dear Helen Cooper Thank you for your feedback, we spoke at length about the issues you raised and hope that the outcome was to your satisfaction. We do appreciate all feedback, both positive and negative, as it helps us to improve the services we deliver to our patients. Patients are entitled to have an opinion, however to call Paxton Green a 'Shambles of a doctors surgery', is wholly unfair to our hard working staff, as these comments do not reflect on the care that we provide to our patients. Kind regards Alison Peat Assistant Practice Manager
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Review titled Brilliant service
Rated 5 stars out of 5
by Anonymous - Posted on 15 December 2022
This is a brilliant practice. I initially had a telephone consultation and then they quickly arranged a face to face consultation when this was needed. They then booked me into an outpatients appointment really easily. I've consistently found that they deliver great service. Thanks.
Visited September 2022
Review titled Paxton Green Group Practice
Replied on 19 December 2022
Dear Patient Thank you for taking the time to post a message about your recent interaction with the Practice. It is always nice to hear when patients have had a positive experience. Your comments will be passed on to the team. Kind regards Alison Peat Assistant Practice Manager
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Review titled Not a good surgery
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2022
Had a really awful smear test that hurt - have never had one like that before. Nurse not very reassuring. Also Patient Access doesn't seem to work and it's so challenging getting appointments, emotionally exhausting! If I had anything serious health-wise I'd want to swap GPs.
Visited September 2022
Review titled Paxton Green Group Practice
Replied on 20 December 2022
Dear Patient Thank you for your feedback, we always encourage patients to speak to us directly as this is the best way to get matters resolved. If you would like to speak to the Practice Manager about the issues you have raised, please feel free to contact the Assistant Practice Manager. Kind regards Alison Peat Assistant Practice Manager
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Review titled Really bad website
Rated 1 star out of 5
by Anonymous - Posted on 28 September 2022
Really bad website = patients having to phone for everything = reception unable to take (prob more urgent calls). Solutions: perhaps the manager could go on computer training (one day on "how to update a website" / "the basics of an efficient website" may help). E.g., Latest flu jab information: The nurse will inform the practice of next available flu appointments on Friday. This information will not be added to the website. Instead every parent must phone the reception to ask?! The website says: "The website will be updated as soon as we have more information." - but this is not true.
Visited September 2022
Review titled Paxton Green Group Practice
Replied on 07 October 2022
Dear Patient Thank you for your feedback with regards to the website and the latest flu information. The delay occurred due us not knowing the exact number of vaccines that we would receive. However, the following message was added to the website: ‘The practice has received limited supplies of Covid vaccines, adult flu vaccines and child flu vaccines. We are currently targeting our over 65 at risk patients. All patients that are eligible will be contacted when we receive further supplies.’ In terms of updates, this is not done in house, however our web designers can usually update the website within 24 hours or less. We apologise for any inconvenience caused by the delay in updating the website. Kind regards Alison Peat Assistant Practice Manager
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Review titled Poor website and poor reception staff
Rated 2 stars out of 5
by Anonymous - Posted on 19 August 2022
I cannot book an online consultation as the 'surgery is closed' even though it is during opening hours and surely it should be possible to book an appointment out of opening hours anyway? I rang reception and the phone just dropped out after holding for a while during opening hours. It is also impossible to leave feedback in the Feedback and Complaints section. It also appears that you have to ring the surgery to get your password reset.
Visited August 2022
Review titled Paxton Green Group Practice
Replied on 07 October 2022
Dear Patient We are sorry that you have had reason to feedback on the services we provide. We take all feedback seriously both positive and not so positive. You have raised a number of issues, with regards to our website and the inability to book an online consultation during the practice opening hours, as well as issues when calling into the Practice. Our contractual requirement is to provide a facility for online consultation submissions at a threshold level of 5 consultations per 1000 registered patients per week, in a safe manner (98 consultations per week). The practice has reviewed its online consultation access to meet this requirement in consultation with our patient participation group and to balance with the increased requirement for face-to-face consultations. For the online consultations received between 8am-12noon, we aim to clear them by the end of the working day, with clinicians working on online consultation during the afternoon. Patients are also able to access a doctor by phone on each working day between 8-10 am. We also have a duty doctor system for urgent same day medical needs and this is accepted via the reception team during core hours. With regards to the issue you mentioned where the phone line drops a call, we are sorry that occasionally the lines drop due to the volume of calls. However, we have increased the number of lines into the practice to hopefully stop this happening. You mentioned that the website is ‘poor’, as you did not expand on the issues you have with the website, I cannot respond other than to say that you can use the search facility on the website if you are finding it difficult to navigate through the tiles on the page. We are looking to make improvements to the website which will hopefully make it simpler to navigate. In terms of what you said about reception staff, again you have not been specific. We do encourage patients to contact the Practice Manager in the first instance if they have issues with any of our staff members as any issues raised can be solved in a timely manner. We hope the above information will be of some help to you when making contact with the Practice in the future. Kind regards Alison Peat Assistant Practice Manager