Beckett House Practice
Becket House Surgery, Grantham Road, Stockwell, London, Greater London, SW9 9DLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful
Rated 1 star out of 5
by Hassan Ibrahim - Posted on 01 March 2023
I tried to book an appointment over the phone & the receptionist insisted if I didn't tell her "the reason" for the appointment she wasn't going to book the appointment even though I kept telling her that it's personal & would like to discuss it with my doctor. She also tried booking an appointment with another practice & cancelled it the next day & also booked me another appointment over the phone, after waiting for a call for 4 hours no body contacted me. Previously I had completed an online consultation form but they never got back to me. The receptionist make it very difficult to book an appointment. This is the first time dealing with rude receptionist, I have been with this GP since 2011 but their customer service is not what it used to be. I asked the receptionist on how I could make a formal complaint or if the could escalate the call but they're really not interested in giving the best patient care that they could give & improve their customer service. I have left my details for the management to contact me. As a result of this terrible customer service experience, I've decided to change to another local GP. Doctors are not the issue, some of the reception stuff are the main reason for my dissatisfaction.
Visited February 2023
Review titled Beckett House Practice
Replied on 01 March 2023
Dear Hassan, We are sorry to read your review. We will discuss this with the team and a manager will contact you. Our receptionists ask for the reason for the appointment on the specific request of our doctors. This is practice policy and we have trained them to do this so they can book the right patient in the right slot. Our telephone message advises patients they will be asked for this information when booking. We need to make sure our appointments and GP services are used well to offer the best access to all of our patients. We offer a range of appointment types and services, so it is important that our team know what the appointment is for so they can book you the right one. Telling the receptionist the reason for your appointment means they can book you the correct appointment length, urgent or routine, telephone or face-to-face, with your regular doctor or the next available doctor, and they can book directly into some services without you first needing a GP referral at all. Our receptionists are bound by the same NHS Confidentiality rules as our GPs and so it is safe to tell them briefly what the main reason for your appointment is. Many practices now insist that all appointments are triaged and don’t allow patients to book appointments directly. We don’t do this and do let patients book in without clinical triage, but we must ensure you are signposted to the correct appointment, so we don’t waste appointments and see everyone as soon as we can. You mention you were booked an appointment and waited 4 hours, but received no call. I can see that you were booked an appointment in our enhanced access service, which we run jointly with the other 4 GP practices in Stockwell to offer extra capacity. The GP tried to call you but could not get through. He sent a text to say he had tried the first time and that he would try again. He tried 2 further times during the agreed appointment window, but your phone did not seem to be switched on. Our records do not show an online consultation submitted in the past 2 years, but we would be happy to explore this further when we contact you directly. We are sorry you were unhappy with the reception team and hope this response has been helpful. We have shared your review with team and will discuss it in our next practice meeting. Best wishes, Sandra Connolly, Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Sahar - Posted on 27 February 2023
I would highly recommend this GP practice. They are very supportive and responsive, and I feel very cared for. Great GP practice.
Visited February 2023
Review titled Beckett House Practice
Replied on 28 February 2023
Dear Sahar, We would like to thank you so much for your review, which has been shared with our team. We are delighted that you feel cared for by the practice and that our team have been so supportive to you. Best wishes, Sandra Connolly, Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Justin - Posted on 10 November 2022
I have been with this practice for 11 years and they are excellent and attentive to patient needs. It’s easy to get an emergency appt, they are quick with referrals and respond to emails.
Visited November 2022
Review titled Beckett House Practice
Replied on 15 November 2022
Dear Justin, Thank you for taking the time to leave such a great review about the practice. We are delighted to hear how happy you are with our service and that you have found us so responsive. We have shared your kind words with the whole team. Best wishes, Sandra Connolly, Practice Manger
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2022
I've had a repeat prescription for 4 years now and this practice has never got it right. I've had to go down in person, mere days post operation to beg for the right thing to be sent to the right pharmacy. I've spoken to the manager, I've tried to talk to reception, I've even broken down on a doctor. So far the advice has been "go elsewhere". Absolutely shocking place.
Visited October 2022
Review titled Beckett House Practice
Replied on 01 November 2022
Dear Patient, We are saddened to read your review. Thank you for also contacting us directly so we can investigate a reply to your concerns in detail. 26% of our patients are on regular repeat medications and we process hundreds of requests for thousands of items each week. Our prescribing is monitored internally through our own audits, by our NHS Commissioners and by our regulators, the Care Quality Commission. Our prescribing data and monitoring consistently shows us to be very safe and effective prescribers across a broad range of measures, including when benchmarked against other practices in Lambeth. Furthermore, during 2022 three pharmacists have joined our practice team to further support our prescribing. Whilst it is unusual that there are issues with prescriptions we issue, there are usually external factors involved such as global supply issues, IT issues or information missing from hospital discharge/clinic letters. Whilst issues are not common, we do appreciate that any difficulty relating to obtaining a prescription can be inconvenient and distressing we are very sorry that you have been dissatisfied by our service on this occasion. We are currently investigating your concerns and very much hope you will find our full response to your complaint helpful and reassuring. Best wishes, Sandra Connolly, Practice Manager