Southborough Lane Surgery
Crown Medical Centre, 3 Mackintosh Street, Bromley, Kent, BR2 9GTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Good service as usual
Rated 5 stars out of 5
by Anonymous - Posted on 13 January 2024
Doctor looked at my condition then referred to another colleague regarding best treatment. Also arranged a follow up appointment. I felt I had been listened to.
Visited January 2024
Southborough Lane Surgery has not yet replied.
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Review titled Very helpful
Rated 5 stars out of 5
by P Vaughan - Posted on 25 January 2024
Excellent help sorting nhs app as needed linked profile and unable to do myself. Thorough consultation for husband’s dementia with understanding kind paramedic.
Visited January 2024
Southborough Lane Surgery has not yet replied.
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Review titled Receptionists need training
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2024
Went to collect something from the surgery today and the receptionist could not even bother to say hello or acknowledge my presence. The partners must get a grip and at least teach your staff some basic manners!
Visited January 2024
Southborough Lane Surgery has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 03 January 2024
Just over a week ago I had been unwell for a couple of weeks and self medicating was not working. I rang the surgery it was about 10.30. The phone was answered almost straight away and I was told a doctor would call me later, which they did. The doctor was very helpful and understanding and sent a prescription to the pharmacy. I was very happy with the treatment I received and the manner I was dealt with. I considered it excellent treatment.
Visited December 2023
Southborough Lane Surgery has not yet replied.
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Review titled Sad incident in that miss understood in booking in system
Rated 1 star out of 5
by Jacqueline Smith - Posted on 11 December 2023
We turned up at 2.50 today for 3.00pm. I booked us in but sadly I didn’t press the button okay to confirm booking in. Yes it was my fault. But the Doctor wouldn’t see us today, not even would squeeze us in. It’s taken me a long time to get my husband to agree to come and see a doctor. My little granddaughter is fighting for her life in Great Ormond Street, with Leukaemia, we can do without all this . We just needed help today. I admitted it was my fault to the lovely receptionist, but it was the doctor who refused to see us. I did go back to the booking in machine and did it correctly this time. But I think the doctor didn’t believe me and thought we were half an hour late. I told the truth! Have arrived home totally distraught.
Visited November 2023
Review titled Southborough Lane Surgery
Replied on 19 December 2023
Thank you for your feedback. I am sorry to hear about the unfortunate combination of events that day. Our clinicians always try to be as accommodating as possible but with a fully booked clinic, there is a limit as to what they can do. I am glad to see your husband was offered another appointment a couple of days later by the receptionist and has now been seen. I wish all the very best to you and your family. Sarah Booth/Operations Manager
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Review titled My Doctor and Nursing Team
Rated 5 stars out of 5
by Simon Wakefield - Posted on 17 October 2023
I cannot speak highly enough of my doctor and the nursing team who have dealt with me, and my long term ailment, over the last few months. Their cheerful demeanor and continual assessment of my condition is refreshing, and absolutely professional. I cannot thank my most recent nurse enough, and the continued improvement is staggering. If there is one grumble, it is the amount of time it takes to make appointments, The on line service that worked so well has disappeared, replaced by a nonsensical system where I can only book an appointment with a nurse for nothing related to my condition, and trying to telephone to get an appointment is disheartening unless you have a couple of hours to wait, but I am sure the Practice Manager will resolve this soon.
Visited October 2023
Review titled Southborough Lane Surgery
Replied on 19 December 2023
Thank you for your feedback and I am pleased to hear of your good experience with the various clinicians. With regards to your comments on the difficulties in making an appointment, I would clarify that we do still put appointments bookable online (via the NHS APP or Patient Access) and we are also encouraging patients to submit an Econsult (online form on our website) rather than telephoning as the team will see the request and respond directly to the patient. This also frees up the telephone lines for those patients who are unable to use technology. Sarah Booth/Operations Manager
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Review titled Difficult to access eConsult.
Rated 2 stars out of 5
by I am unable to access eConsult - Posted on 09 May 2023
The website is not very user friendly. I understand that GPs are busy, as I have been a GP myself at this very practice, but this is worse than ever.
Visited May 2023
Review titled Southborough Lane Surgery
Replied on 09 August 2023
Thank you for your feedback. Unfortunately, the GP surgery websites are all provided as one standardised version by the NHS. We can amend certain details to reflect our own individual surgeries but the Econsult form is a set format that have no means of changing. If you would like assistance on how to use the Econsult, please do contact our reception/admin team who will be happy to help you.
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Review titled Helpful staff
Rated 5 stars out of 5
by Anonymous - Posted on 26 April 2024
I had a problem following an surgical operation and needed to speak with a GP urgently. I was able to actually see my GP the same morning after going through the 111 service. I then needed to speak to someone again at the surgery the following day and it was easy to get through to someone, and they were very helpful. Very pleased with the level of service provided by my surgery. I've been with this surgery over 10 years and can always get seen in a timely manner when the situation requires this.
Visited April 2023
Southborough Lane Surgery has not yet replied.
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Review titled First contact system unbelievably bad!
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
Their phone system is absolutely appalling. No wonder people are irate.... no human as usual just a recorded message diverting you on a road to nowhere! No updates during your wait just irritating music. Very poor service.
Visited April 2023
Review titled Southborough Lane Surgery
Replied on 10 May 2023
Dear Patient, I am very sorry to hear you have had a bad experience using our phone system. We have recently had a new phone system installed to benefit our patients, but there have been a few teething problems with this new system which we are ironing out. We would be very happy to look into your comments further, but in order for us to do this, we do need more information about the call you made and the issues you experienced. If you would like to discuss this further, please feel free to contact me further. Sarah Booth, Operations Manager 0208 468 1940
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Review titled Broken practice
Rated 1 star out of 5
by Anonymous - Posted on 20 April 2023
I called at 8.02. Number 26 in the queue. I was connected 1hr 47 mins later. Receptionist was as helpful as she could be in the circumstances but there were no appts available. So that implies at 8.02 there were less than 26 appts available. How can that be? All I wanted was a prescription for medicine my son has had before but to get the prescription I needed an appt with the doctor. I have no issue with the protocol but how do you get a prescription if you can't get an appt. Only option - call back the next day. I work full time - I cannot be on the phone for 2 hours waiting to be told there are no appts available for days on end. This practice is so terribly broken I feel for the staff and for patients who have more serious concerns than mine.
Visited April 2023
Southborough Lane Surgery has not yet replied.