Cator Medical Centre
Beckenham Beacon, 379 Croydon Road, Beckenham, Kent, BR3 3FDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor
Rated 2 stars out of 5
by winsome.Burrell - Posted on 14 March 2024
Medication lost. Repeat prescription requested 2 days ago by completing form at surgery. They have lost & are on academic training day so no one available to issue prescription. How do you lose a written request? Receptionists most unsympathetic both on the phone and in person
Visited March 2024
Review titled Cator Medical Centre
Replied on 04 April 2024
Dear Winsome, I was really disappointed to read your comments and that you had such a poor experience at the surgery when you tried to order your repeat prescription. Also, it was disheartening to read that the receptionist was unsympathetic to you as this is not the high standard we expect from our reception team. Firstly, regarding your prescription, I can see from your records that this has now been resolved but I would like to take this opportunity to apologise for the admin problem and subsequent delay you encountered. Some patients find it helpful to use the NHS app to order repeat prescriptions as it is a quick and easy process to follow and negates the need for form filling and having to come into the surgery to drop it off. You can request, view, manage and track your prescriptions in the app too. With regards to the way you were spoken to by one of our reception team, I have spoken to our Reception Manager who has spoken to the member of staff in question to ensure that we continue to deliver outstanding customer service with every patient interaction. I do hope that this reply meets with your approval and that it goes some way to restoring your confidence in the surgery. If you have any further queries regarding this reply, please do not hesitate to contact us and we will do our best to help you. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Fabulous lady
Rated 5 stars out of 5
by Jordan and mum - Posted on 11 March 2024
Very understanding pharmacist named She dealt with my son who has severe learning difficulties by himself. I arrive late. She had written everything down for him that he had to go away and remember she was so polite. They agreed stuff for his future health, smoking, eating fruit and vegetables my son was very happy when I arrived that he had been dealt with in this manner.
Visited March 2024
Review titled Cator Medical Centre
Replied on 03 April 2024
Dear Jordan and mum, it was pleasing to read your comments and to learn that you had such a positive, caring, thoughtful experience from our pharmacist. She has been made aware of your kind review and says she is delighted to have been of assistance to you as she knows your circumstances are difficult. On behalf of the surgery, I'd like to take this opportunity to thank you for taking the time to let us know it all went well and that we have helped you both in a positive way to improve your son's health. With kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Very informative
Rated 4 stars out of 5
by Csaba - Posted on 21 March 2024
Had my yearly diabetic review today, and the practitioner was very informative. She explained all my results, what do they mean and how the changes from previous years affect the result, the effects on my body, what positive or negative expectations I can have if I implement certain changes. Contrary to other practices, the review had a helpful, positive and helpful tone, again.
Visited March 2024
Review titled Cator Medical Centre
Replied on 03 April 2024
Dear Csaba, it was really good to discover that you had such a positive experience at your diabetic review! Thank you ever so much for taking the time to leave your favourable comments. I have passed them on to the clinician who did your review so that she is aware that her input was so helpful to you. With thanks and kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Pharmacist Medication Review
Rated 4 stars out of 5
by Alison - Posted on 13 March 2024
Today I met the practice pharmacist who was extremely knowledgeable and professional but who was also a genuinely caring individual. He was extremely thorough in his attention to detail and I feel confident that he will really assist me to get my medical issues under control. He is a great asset to Cator surgery and appreciate his assistance very much. today. Thank you for going over and above expected service levels.
Visited March 2024
Review titled Cator Medical Centre
Replied on 03 April 2024
Dear Alison, thank you for taking the time to leave your review. It is good to know that the pharmacist was able to help you to your satisfaction and that you were pleased with his knowledge, professionalism and care. I have passed your comments on to him so that he is personally aware that you really appreciated his input and care. With thanks and kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Reassuring and kind doctor
Rated 5 stars out of 5
by Holly Bishop - Posted on 13 March 2024
I saw Dr gb today for an ongoing problem that I recently spent over 3 hours in urgent care for, with no answers. She was sympathetic, reassuring and gave me all possible diagnoses and checked I understood. I felt she listened to how this was impacting my mental and physical health and took the necessary action. Within ten minutes, I’d been referred to physio, ultrasound and given a new prescription; I could have cried with relief. Thank you for being so lovely and helpful, you are amazing at your job.
Visited March 2024
Review titled Cator Medical Centre
Replied on 03 April 2024
Dear Holly, I was so pleased to read your review because it is clear you are in a much better place both physically and mentally after seeing Dr gb. Your review is so kind and generous we have made Dr gb aware of your comments and she was delighted to read them! She has asked me to thank you for taking the time and trouble to send us your thoughts on the care you received here, especially as you have been through so much lately. We really do appreciate it and wish to thank you on behalf of Dr gb for giving us the opportunity to help you. With thanks and kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Great practice for Nhs
Rated 5 stars out of 5
by John Longo - Posted on 14 May 2024
Went to see diabetic nurse she explained every thing in full and explained if l understood.She also gave me an injection as l am a diabetic and explained it fully and the side effects. Since l have changed my practice they have fully taken me on and always getting appts Great practice amazing staff and cleanliness fantastic Thanks for everything
Visited February 2024
Review titled Cator Medical Centre
Replied on 16 May 2024
Dear Mr Longo, Thank you ever so much for taking the time to let us know that you had a great experience here at the surgery! We are so pleased that all went well and you are satisfied with the service our diabetic nurse gave you. We're delighted you have registered with us and that we have met our expectations and surpassed yours! Please contact us any time and we will be happy to continue to help you. Kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Congratulations
Rated 5 stars out of 5
by Jenny Wellard - Posted on 24 January 2024
I attended the blood pressure clinic on January 17. I was very impressed with the service offered. I was given information and advice. I have since been called twice by a member of the team. Well done
Visited January 2024
Review titled Cator Medical Centre
Replied on 29 January 2024
Dear Cator Patient, thank you very much for taking the time to leave your feedback comments on the experience you received at the blood pressure clinic. It is good to know you were impressed by the service you were offered and that the information and advice was helpful. I will pass on your kind comments to the staff member who saw you who I am sure will find your comments most welcome! We do value all feedback comments we receive, particularly when the high levels of service we aim to achieve have been met and have also made a positive health outcome for our patients. Once again, thank you for taking the time to let us know how satisfied you are with Cator Medical Centre. Kind regards, Geoff Cook Patient Liaison Officer
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Review titled Excellent service
Rated 5 stars out of 5
by Lynda Turner - Posted on 20 February 2024
Minor surgery to remove a lump. Everything was perfect. An efficient, compassionate and very satisfactory experience with very competent staff.
Visited November 2023
Review titled Cator Medical Centre
Replied on 03 April 2024
Dear Lynda, thank you ever so much for taking the time to leave your kind comments which we were delighted to receive! It is good to know that the minor surgery you had was to your satisfaction and that the high standard of care we strive to achieve met your expectations. I trust you are recovering well and that everything is ok regarding your healthcare needs. With thanks and kind regards, Geoff Cook (Patient Liaison Officer)
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Review titled Really like the new booking system
Rated 5 stars out of 5
by Barney - Posted on 27 October 2023
After having found it very difficult to access non urgent care in the past, involving long periods on the phone with no guarantee of ever getting through, I just want to comment about how much of an improvement I think the new anima system is. I have had two occasions to access care using it now and both were efficient and straightforward. This change to anima has transformed how easy it is for me to access non urgent care and I am sure this will benefit my health.
Visited October 2023
Review titled Cator Medical Centre
Replied on 30 October 2023
Dear Barney, thank you very much for taking the time to leave us your feedback comments. I am really pleased that you have found the new Anima system to be an improvement and it has transformed the way you have been able to access non-urgent care more efficiently! Many other patients have found Anima to be to their liking so it gives us increased confidence that it's introduction continues to enrich the patient experience. Kind regards, Geoff Cook, Patient Liaison Officer (Elm House Surgery & Cator Medical Centre)
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Review titled Forget an Emergency Appointment to See a Doctor Ever Again.
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2023
Filled out the form @ 7:50am as You can't phone the surgery anymore. The pain was too much by 11am for me to wait for them call me back. So went Urgent Care instead. There were 25/30 people in front of me with at least 80/90 % of the people in their with colds and flu symptoms, all had used Anima Online Booking and couldn't get an appointment to see anyone. Its an Absolute Joke now to see a GP urgently. People will die and lose their lives because of this Incompetent Online system! Was finally called at 2pm in the afternoon from someone sounding they were from an Overseas call centre. When I challenged them on where they were phoning me from (I thought it would be someone in the Beckenham Beacon) that would not tell me and not confirm or deny where they were calling from. I have lost all faith and trust in this Practice with this Online Nightmare and say if you are not feeling well go A&E or Urgent care to see a doctor because by the time you get phoned back by this Online Service (which is supposed to be so much better) you will probably been in even more pain or worse Dead. The Worse Service I have ever experienced since the online move on the 5th October.
Visited October 2023
Review titled Cator Medical Centre
Replied on 21 December 2023
Many thanks for your feedback. We are sorry that you are not happy with the service provided by Elm House Surgery. We are sure you will understand that embedding a new system like this will take a while to get any teething issues ironed out for both staff and patients. We believe that once the system has settled in patients will have access to a quicker and more efficient way of keeping in touch with their GP, particularly in times of urgency. With regards the opening times for the Anima system, prior to Anima going live at the beginning of October, appointment bookings used to open online and on the phone at 8am and the appointments were usually all gone by 10am. You can create an Anima request from 8am to 4pm and the clinician triagers work until 6.30pm to action all the requests. Sometimes, if the cap of 250 requests in a day is reached it may be closed earlier. Capping requests also protects our triagers from being over-tasked especially on days when we do not have a full complement of staff. On days when we do not have a full complement of staff we do our utmost best to triage as many patient requests as possible. When we have reached capacity we are contract-bound by NHS England to refer patients to Urgent Care, to NHS 111 or to A&E if requests cannot wait until the following day. Patients who are unable to use Anima (e.g. because they cannot use the Internet) can still ring the surgery. A member of staff will assist them submit their Anima request either over the phone or in person. We will take your comments to our quarterly complaints meeting, in order that we can make changes or form learning points, so we hope that you are reassured that we are doing everything we can to improve the new triage system. Yours sincerely, Geoff Cook