Paxton Green Group Practice
Paxton Green Health Centre, 1 Alleyn Park, London, Greater London, SE21 8AUContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Paxton Green Group Practice.
Reviews
-
Review titled Telephone Answering Service is Dreadful
Rated 3 stars out of 5
by Anonymous - Posted on 26 March 2024
This morning, I needed to speak to a duty doctor regarding my child who is ill. I phoned the practice at 0800 and waited for 45 mins then was cut off. I immediately phoned again, after 20 mins I actually got into the telephone queue to speak to a doctor, waited 20 mins and was cut off again. On my third attempt I am still in the queue to get to the queue to speak to a duty doctor. I finally spoke to a doctor after 2hrs and 30 mins. I don't expect to get through to a doctor immediately; however, I expect an efficient telephone answering system that doesn't take over 2 hours to connect me to the duty doctor queue and doesn't keep cutting me off. The doctors are great once you speak to or see them, but the telephone queue system is poor.
Visited March 2024
Review titled Paxton Green Group Practice
Replied on 25 April 2024
Dear Patient, We appreciate your feedback. We are excited to announce that our new telephone system is now operational after several months of anticipation. One of the new features allows patients to request a call back if they are unable to hold on the line. This automated system will call back the patient once their turn in the queue arrives. Please be aware that the wait time to speak with the duty doctor depends on the number of clinicians available to answer calls and the volume of incoming calls from patients. Unfortunately, we have no control over the number of calls received. Mondays and the end of the week tend to be busier, resulting in longer wait times for patients who choose to remain on hold. While the call back feature enhances the patient experience, the wait time will vary based on the call volume on the day of your call. Our telephone advice line is open from 8am to 10am, Monday to Friday. We are pleased that you appreciate our GPs and we thank you for providing feedback. We hope you will notice the improvements with the new system during your next interaction with the Practice. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Bad service and stress inducing experience
Rated 1 star out of 5
by Anonymous - Posted on 04 March 2024
Trying to book an appointment for 5 month old baby with sickness. Took over 2 hours to get through on phone and was constantly cut off and had to call back. Therefore went into the practice as I was very worried and was met with unconcerned and cheeky staff who told me they couldn’t do anything and I had to call and wait no matter how long it took. When I expressed my concern with my child they provided a sarcastic response. I will be looking to register elsewhere due to the lack of staff compassion and additional stress caused by a ridiculous system.
Visited March 2024
Review titled Paxton Green Group Practice
Replied on 25 April 2024
Dear Patient, We sincerely apologize for the inconvenience you experienced with our service. This is not our usual standard, and we regret any dissatisfaction caused. Regarding the phone system, we have implemented a new system that allows patients to receive an automated call back if they are unable to wait on the line. This will help alleviate any issues with calls being cut off due to high call volumes. If you would like to discuss the interaction you had with our staff members, please feel free to reach out to me. I am more than willing to address any concerns you may have. Once again, we apologize for any inconvenience caused and appreciate you taking the time to feedback on your experience. We take all feedback on board and use these examples as a training tool for staff. Best regards, Alison Peat Assistant Practice Manager
-
Review titled Above and Beyond
Rated 5 stars out of 5
by Anonymous - Posted on 14 February 2024
I called the Practice close to closing time on behalf of my elderly Dad who was suffering stomach pains which were getting worse. My Mum was panicking. The receptionist could not have been more caring and (without me asking) got me through to speak to a Dr who offered full advice and practical help, even about an aspect of my Dad's health which concerned me, but was not directly related to the matter I had called about. This all took only a few minutes, but such in the moment care actually prevented the need for an in person appointment, or a trip to AandE. Thank you.
Visited February 2024
Review titled Paxton Green Group Practice
Replied on 25 April 2024
Dear Patient, We appreciate you for providing feedback on your experience with our receptionist and GP when you contacted us regarding your father's health concerns. We are glad that the interaction helped avoid the necessity of visiting the Accident and Emergency department. The staff members involved have already been informed about your comments. Thank you once again for sharing your thoughts. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Self-referral physiotherapy
Rated 5 stars out of 5
by Anonymous - Posted on 05 February 2024
Thank you for having added this high quality service to the range on offer at Paxton Green. Over a few years my inaction meant a niggle became chronic but, when the symptoms suddenly exacerbated, I was delighted to be able to self-refer. Within 10 days I had a face to face appointment for an assessment, advice, treatment plan and diary with bespoke exercises, and I experienced some improvement within 24 hrs! I'm not a fan of many exercise hand outs and their poor use but these were specific and clearly described in print and video and the diary is a useful, motivating tool. Furthermore, I was pleasantly surprised to receive an unexpected follow up phone call from the physiotherapist to check my progress. In one 30 min local appointment I was given the opportunity to rectify a few years lack of self care, thank you, Paxton Green.
Visited January 2024
Review titled Paxton Green Group Practice
Replied on 25 April 2024
Dear Patient Thank you for taking the time to write in, apologies for my late response. We are pleased to hear about the positive outcomes of your appointment with the physiotherapy team based at the Practice. It is always good to know that the services that have been commissioned is working well. Your feedback is greatly appreciated. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Poor practice
Rated 3 stars out of 5
by Anonymous - Posted on 16 December 2023
You can never through to make an appointment you could be on hold for 40mins not fit for purpose Patches to complex for oap's to use.
Visited December 2023
Review titled Paxton Green Group Practice
Replied on 08 January 2024
Dear Patient, Thank you for taking the time to share your feedback with us. We apologise for any inconvenience you may have encountered while attempting to contact our Practice. While you did not provide the specific time of your call, we would like to inform you that our phone lines tend to be quite busy between 8am and 10am. During this period, our GPs are attending to other patients on the telephone advice line. Please understand that the number of calls we receive on any given day is beyond our control, although Mondays tend to be particularly busy. However, we want to assure you that we are fully prepared and equipped to address your needs. In situations where patients are unable to hold on the phone to speak with a GP, we offer an alternative option. Our website allows patients to submit their questions to the doctor. Furthermore, our telephone advice line operates from 8am to 10am, Monday to Friday, providing multiple opportunities for patients to speak with a GP. Our duty doctor is also available to provide advice to patients with urgent issues that cannot wait until the next day. Similar to other healthcare providers, there may be a wait time before you are connected to a GP. Many of our patients find it helpful to put their phones on loudspeaker while waiting, so that they can complete other tasks. However, we understand that this may not always be feasible, and unfortunately, no system we implement can satisfy all of our patients. However, we always strive to do our best. You mentioned concerns about Patches potentially being too complex for older adults to use. We sincerely hope that you are not facing any difficulties in this regard. If you would like to discuss your concerns further, I am available for a personal call. Thank you once again for your feedback and understanding. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Getting worse
Rated 2 stars out of 5
by Anonymous - Posted on 29 December 2023
It's such a shame. What was a great practice is being let down by the non clinical staff. I have been having issues and the are not being responsive to sorting. Very bad...
Visited December 2023
Review titled Paxton Green Group Practice
Replied on 08 January 2024
Dear Patient, Thank you for providing us with your valuable feedback. We are sorry to hear that you feel our administrative staff has not been prompt in their responses. We highly value all feedback received from our patients and make every effort to address any concerns raised. However, in this particular instance, it is challenging for us to provide a specific response as your feedback does not indicate the nature of the problem. If you would like to discuss the issue you have been experiencing, please feel free to contact me directly. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Great nurse
Rated 4 stars out of 5
by Grace - Posted on 09 November 2023
The nurse who l had my blood pressure review with was exceptional. She went up and above and was exceptional when l attended my appointments. She always make sure she gives me the information and care needed. She followed through with everything we discussed. She called me and sent all information she promised to send without me having to keep calling back to chase. She is always welcoming with a smile and takes her time to explain issues and always go the extra mile. Thank you very much for your kindness, patience and exceptional duty of care.
Visited November 2023
Review titled Paxton Green Group Practice
Replied on 08 January 2024
Dear Patient, Thank you for taking the time to post your review on the NHS website. Your feedback is highly valued, and we are pleased to learn about your satisfaction with the service provided by our nurse. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Not impressed
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2023
As a wheelchair user I was two minutes late for an appointment, only to be told rather bluntly it had been cancelled. Not at all happy. Should give more time to the disabled!!!!!
Visited November 2023
Review titled Paxton Green Group Practice
Replied on 08 January 2024
Dear Patient, Thank you for sharing your feedback. According to your account, you arrived two minutes late for your appointment and were informed that it had been cancelled. We would like to take this opportunity to remind you that we have a late policy in place, which is clearly displayed at our reception area and on our website. Please refer to the information provided below: Late for a scheduled face-to-face appointment: If you arrive up to 10 minutes late, we will still accommodate you; however, there may be a considerable wait if the clinician has already called in the next patient. We apologise for any inconvenience caused by not being seen by a doctor. However, if you had arrived only two minutes late, the doctor would have still attended to you, as per our policy. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Slipping
Rated 2 stars out of 5
by Anonymous - Posted on 16 October 2023
I have been a patient for many years. Recently the standards of service are really slipping. Covid and flu jabs were only available on a Saturday when I cannot attend, and I have now been told they're not doing any more. Also, it's getting very difficult to get an appointment, particularly with the non GP services such as social prescriber, nurse, and physiotherapist. GP appointments are slightly easier, but there is little if no continuity. And finally, getting through on the telephone can be almost impossible. Shame really as this used to be a brilliant practice
Visited October 2023
Review titled Paxton Green Group Practice
Replied on 23 October 2023
Dear Patient Thank you for your feedback, we are sorry that you have had reason to complain about the services we provide. Our flu clinics have run on a Saturday for many years now and the majority of our patients have been satisfied with this service. Unfortunately it is difficult to have a system in place that will suit all of our patients. The clinics began in mid-September with an additional clinic added, which will take place on 28th October. If you are unable to attend, there a number of Pharmacy’s offering the same service if Saturdays are difficult for you. For the social prescriber, you can leave your name and number and the Social Prescriber will get back to you, our physiotherapist appointments are booked up as soon as the appointments are added to the system. There are now two therapists, one on a Saturday and one on a Monday to help with the demand. It is a case of calling up until you get an appointment, as appointments are booked on a first come first serve basis. We really do not have any control on the number of call’s coming into the Practice, if you cannot get through, this means that staff are speaking to other patients. We do encourage our patients to come to us directly with complaints as without further information from a patient, it is really difficult to help in any way, other than to give you answers based on the feedback given. For instance, the time and the day of your call, can make quite a difference; in terms of how long you may wait on the phone, as some days are much busier than others. Are you aware of other ways of getting in touch with the reception team, or a clinician? If you would like to discuss the issues you have raised further, please do get in touch and we will do our best to help you understand and navigate the services you mentioned. Kind regards Alison Peat Assistant Practice Manager
-
Review titled Fantastic nursing experience
Rated 5 stars out of 5
by Anonymous - Posted on 07 August 2023
I would like to thank the nurse who has just completed my course of B12 injections. Despite some administration confusion, she was calm, encouraging, efficient and professional throughout. She glided through all small issues and it was very reassuring to know that I would be seeing her and that I would receive great care on each occasion. I understand that I should not name her, but I trust that you can work out who she is from my name and details as she deserves praise for her patient care. Thank you!
Visited August 2023
Review titled Paxton Green Group Practice
Replied on 23 October 2023
Dear Patient Thank you for your kind comments about the care you received from one of our nurses. We take all comments on board, positive and not so positive. It is good to know when patients feel especially satisfied with the service our staff provide. Your comments have already been shared with our team. Kind regards Alison Peat Assistant Practice Manager