Upper Norwood Group Practice
130 Church Road, Upper Norwood, London, Greater London, SE19 2NTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled An Exemplary Group Practic.
Rated 5 stars out of 5
by Anonymous - Posted on 08 December 2023
I have been with the Upper Norwood Group for seven years and the service they provide has always been exemplary. I have been offered face to face consultations with a doctor within days of posting a request to their online service. The reception staff are friendly and courteous, the nurses are charming and the doctors are professional and thorough. I have also to praise ongoing treatment at both Croydon University Hospital and St George's, Tooting. My personal experience shows different elements within the NHS working in harmony. But it all starts with the doctors and I've found the Upper Norwood Group Practice to be consistently excellent.
Visited November 2023
Review titled Upper Norwood Group Practice
Replied on 09 December 2023
Dear Patient Thank you so much for your wonderful feedback! We're delighted to hear about your positive experience with the Upper Norwood Group over the past seven years. It's heartening to know that you've found our service to be exemplary, from the efficiency of our online appointment system to the friendly and courteous reception staff, charming nurses, and professional doctors. We appreciate your kind words about the collaboration with Croydon University Hospital and St George's, Tooting, showcasing different elements within the NHS working harmoniously. Your recognition of the consistent excellence at the Upper Norwood Group Practice means a lot to us. We're grateful for your continued trust and support. If there's anything specific you'd like to share or if you have any suggestions for improvement, please feel free to let us know. Wishing you good health, Kind regards Rani Practice Manager
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Review titled They waste your time!
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2023
Every time I call this surgery to book an appointment, they waste my time. They have a queuing that is completely useless. You queue up, you get to the front, it rings for a long time and they just cut you off. This happens every time I try to contact them. It's not acceptable and something needs to be done. Either the system is broken or the receptionists are not doing their jobs. Whenever I have visited, there are normally 2 or 3 receptionists so why are they not picking up the phone?
Visited November 2023
Review titled Upper Norwood Group Practice
Replied on 09 December 2023
Dear Patient, I apologize for the delay in getting back to you. We're aware of the phone issues and are in the process of switching to a new provider. However, it takes time to complete the installation. We currently have three receptionists on the front desk, and some admin staff also assist, totaling 7-9 people answering calls. Despite our efforts, we're working to improve our service to handle the call volume better. Thank you for your understanding. Kind regards Rani Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Rachel - Posted on 16 August 2023
Just want to say a big thank you to a Receptionist, when I needed urgent help. She was super kind, professional and organised appt and followed up. The Doctors are fantastic and been with them for 20 years and I always had a friendly, professional service with all the Receptionists. Receptionists are highly trained, plus all staff have to do refresher courses, annually, including cpr, Sepsis, safeguarding etc. This is why Receptionists ask upon booking appts on the reason. For an example, a receptionist recognised symptoms of heart attack, but the pt’s family declined an urgent appt, Receptionist flagged this to doctor, pt was seen and sent to Hospital.
Visited August 2023
Review titled Upper Norwood Group Practice
Replied on 09 December 2023
Dear Rachel - Please accept my late response. Thank you for your kind words and for highlighting the excellent service you received from our Receptionist. We greatly appreciate your loyalty over the past 20 years and are honored to have provided you with friendly and professional care. Your feedback is invaluable, and comments like yours inspire and motivate our team. Your recognition of the Receptionists' training and the proactive approach in identifying potential health concerns reinforces the importance of our commitment to continuous improvement. We're grateful for your trust and appreciate your acknowledgment. If there's anything specific you'd like to share or if you have further feedback, feel free to reach out. Your support keeps us going! Best regards Rani Practice Manager
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Review titled Wonderful caring practice
Rated 5 stars out of 5
by Helen Read - Posted on 13 June 2023
My family and I have been with this GP for around 20 years and they are kind, lovely, helpful and caring. Not too long to wait for appointments, very professional and friendly reception staff. I feel very lucky that we have had this practice, thanks so much
Visited June 2023
Review titled Upper Norwood Group Practice
Replied on 09 December 2023
Dear Helen, Please accept my late response to your lovely comment. Thank you so much for your heartwarming comment! We are grateful for the trust you've placed in us over the past 20 years. Your kind words mean a lot to our team, and we're delighted to have been of service to you and your family. Your appreciation encourages us to continue providing the best care possible. Thank you for being a valued part of our practice. Kind regards, Rani Practice Manager
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Review titled Rude recepcionist
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
After 5 years in this practice and having attended only once to an appointment, I have only had 1 good experience when phoning them, today I had the rudest receptionist, they are unable to complete simple tasks and worst they should not be working with the public as their attitude is absolutely disgusting.
Visited March 2023
Review titled Upper Norwood Group Practice
Replied on 09 December 2023
Dear Sir/Madam I sincerely apologize for the delayed response, and I'm truly sorry to learn about your recent negative experience. Your feedback is important to us, and I want to assure you that we are addressing the matter internally. If you are still facing problems, Please feel free to write to swlicb.ungpractice@nhs.net, any specific details or concerns with me, so I can take appropriate action. We appreciate your patience and the opportunity to make improvements. Once again my apologies for the late response. Kind regards Rani Practice Manager