Eden Park Surgery
194 Croydon Road, Beckenham, Kent, BR3 4DQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Well done!
Rated 5 stars out of 5
by Anonymous - Posted on 05 October 2024
Today , 05.10.24, I have had my flu vaccination, and it was all beautifully managed. It was easy to book the appointment, and, on arrival at the surgery, I was greeted, shown to the vaccination surgery, where the injection was done calmly and efficiently. Because of my age, I am very slow removing jackets, putting down walking stick, etc., and and at all times I was helped, with patience, and reassured that my slowness was not a problem. Thank you, Eden Park Surgery.
Visited October 2024
Review titled Eden Park Surgery
Replied on 08 October 2024
Dear Patient Thank you so much for your review. We work hard every year to make our flu clinics run as smoothly as possible, I'm so pleased to hear that this year's was a success! Katie Mitchell Practice Manager
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Review titled Did nit expect this…
Rated 2 stars out of 5
by Anonymous - Posted on 09 August 2024
Booked in for Asthma assessment with a nurse. Turned up 5 mins early and sat in the waiting after seeing the very helpful receptionists. 25 minutes later, and 20 minutes after my appointment time, and as I had only seen 4 people come and go in my time there, three of which were having blood tests with a different nurse, I asked reception if I would still be seen today. They went to speak to the nurse to find out what the situation was, and a couple of minutes later I was called in. I said hi to the nurse and asked how she was, the answer was short. There was no eye contact and I had to help myself to a seat. I was then asked if I had just finished work. I said no, I was working in my garden. The reply was oh, I thought you were in a hurry. This took me back, as still no eye contact at this point. I explained that I was not in a rush, but did not have a lot if time and was already 20 minutes past my appointment slot. Again, I thought this was a fair statement, bearing in mind no-one had come or gone except people seeing another nurse. The nurse then proceeded to explain she had been seeing someone else. I queried that as I had not seen anyone leave her for 15 mins. She then took some time to look up the appointment time that only then confirmed what I had seen. Still no recognition of the situation from the nurse. When I queried if a 15 minute gap between patients was normal, I simply told yeah. At this point, and as I had already completed the online questionnaire, sent to me the same day, I could feel I was getting annoyed so I said I would leave my appointment for now, the reply was okay. I am not sure if this person was having a bad day or just doesn’t care, but this isn’t what I expected from a doctors’ surgery, and one I have been going to for 28 years. Again, the front desk have been helpful, but this kind of service off the back of a most annoying automated phone service, is not helping me have much confidence in the levels of support for patients at this surgery.
Visited August 2024
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient, I'm sorry to hear of your recent experience. Unfortunately it is hard for me to investigate without further details, such as your name and appointment time. If you'd like to contact me to provide those, I'd be happy to look into this matter. Our nurses usually get very good feedback so it may be that your caught them on a bad day. I'm sorry that was the case and I hope your next experience of the practice is more positive. Katie Mitchell Practice Manager
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Review titled Poor management
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2024
I tried to get support for my son due to lack of response from the outpatient service and I asked the surgery for help but they didn’t want to help. It was just too much trouble do them. I ask told them I struggled with internet and so couldn’t complete form and they just repeated that this was the system. The reception and management are poor here, very bureaucratic and inflexible. They are obstructive and now that the system for appointments is computer based they have got worse. They ignore emails and requests to speak to office manager or admin team is not followed through. There is no human contact. It is a shame as the doctors are very good. It is just badly managed as a service.
Visited August 2024
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient, Thank you for your feedback. I'm sorry to hear of your recent experiences at the practice. I have very recently taken over as the surgery's new Practice Manager and I hope that next time you have reason to contact us you find the system improved. Unfortunately, we have very little ability to influence outpatients services, but our secretary should be able to give you a little more information so that you can contact them yourself. We don't have any special way to bypass the same number that you would use. Regarding our online service, the aim of this is to help our clinicians triage patients so that they see the correct person in the right timeframe, rather than this decision being left to the reception team. Whilst all requests for a GP appointment now need to use our online system, if you don't have internet access or struggle to complete forms, one of the reception team can fill this out alongside you. It would then be dealt with in the usual way. I hope this helps to explain and if you have any further issues, please do contact me. Katie Mitchell Practice Manager
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Review titled online system
Rated 5 stars out of 5
by T.L. - Posted on 24 July 2024
I have made several appointments to speak with my GP via the online portal 'contact us' option on their website, I found this method effective, on both occasions a response was received (a call and not a video call) within the same day due from my GP, in my case within the hour. My GP was very thorough with questions and the call was not rushed. A prescription was pinged to my local chemist whilst on the phone. It is simple to use and quick, you can type freely your symptoms as it's not a dropdown box exercise, there is an option to attach a photo if you have a physical injury. I was unwell but did not find this daunting, the steps are easy to follow, this is a much better option than to try get through to the receptionist by calling, making the earliest appointment possible and making your way to the surgery to feel hang around in the waiting room feeling very poorly. 10/10.
Visited July 2024
Review titled Eden Park Surgery
Replied on 08 October 2024
Dear T.L Thank you for your detailed review of our new triage model. It sounds like it's working exactly as we would have hoped, which is great news and aligns with most other feedback we've received. Changes to appointments systems can often cause some challenges as patients get used to them, so it's wonderful to hear of your positive experience. Katie Mitchell, Practice Manager
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Review titled Very rude new reception staff
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2024
My GP made an appointment via the online system that is now in place to see me ( there is no option to speak to the receptionist and to book an appointment any longer). I made sure I followed all steps and made my appointment. When I came to the surgery the receptionist said that I don’t have an appointment. I showed them a message. The other receptionist started arguing with me, almost telling me off. I asked her not to barge into my conversation and that I don’t need her rudeness. I informed GP of the receptionist’s rudeness and she apologised. They really have to train the new staff how to speak to patients with respect. I didn’t catch the name of the receptionist.
Visited July 2024
Review titled Eden Park Surgery
Replied on 08 October 2024
Dear Patient I'm so sorry to hear of this experience. It doesn't sound as if the system or the service you received by the reception team was as we would have hoped on this occasion. It's hard for me to investigate or offer the right people more training without further information, but I'd be happy to do so it you'd like to contact me directly. Katie Mitchell, Practice Manager
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Review titled Really helpful admin team
Rated 5 stars out of 5
by Anonymous - Posted on 07 June 2024
Today I phoned the surgery early morning about my husband's medical prescription which is not straightforward. The member of the admin team I spoke to was very helpful. She contacted the duty doctor and the matter was resolved by lunch time and I was able to collect the prescription. I'm very grateful for the help I received.
Visited June 2024
Review titled Eden Park Surgery
Replied on 08 October 2024
Dear Patient, Thank you for your review. I'm glad to hear that your prescription was sorted out efficiently by the team. Katie Mitchell, Practice Manager
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Review titled They never answer the phone
Rated 3 stars out of 5
by Anonymous - Posted on 06 November 2023
On four different occasions I have called on average 8 (Eight) times per session, (which is logged on my phone records with my Mobile company) to get through to the Surgery. Twice I have had to physically go into the surgery and on entering I was still calling only to find no one on the phone, but yet getting any engaged single on my phone! The is so frustrating and to add insult to injury, it was the GP who asked me to call and make a phone appointment, which the GP did through text messaging, which I did and I am still awaiting that call after making the appointment some 2 weeks ago! I am an Ex-Complaints Manager so not impressed at all.
Visited November 2023
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient I'm so sorry to hear of your issues getting through to us on the phone. We have recently changed our phone system and alongside that and our online triage model, the call answer rate is much improved. I very much hope therefore that next time you need to contact us it will be a more positive experience. Katie Mitchell Practice Manager
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Review titled Rude receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 03 November 2023
Called to ask for doctor to call me at some point during the day. I was told very abruptly by a receptionist that they do not offer this service. I tried to explain that I have had a doctor call me back on numerous occasions over the years I’ve been with them. The receptionist became very defensive and told me there was no appointments and I’d need to call back Monday and come in to the doctors. Extremely rude staff on the front desk of the surgery is not a good thing.
Visited November 2023
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient, Thank you for your feedback and I'm sorry to hear that reception wasn't helpful on this occasion. Unfortunately without more details it is hard for me to offer training to the correct member of staff. However, our recently introduced online triage system should improve things for you as every online request is triaged by a clinician who can then call you back or book you into an appropriate slot as required. I hope you find your next experience of the practice a more positive one. Katie Mitchell Practice Manager
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Review titled Flu Vac
Rated 4 stars out of 5
by Anonymous - Posted on 16 September 2023
My experience of my recent flu vaccination has been so positive and pleasant that I want to say thank you. From the first arranging the appointment on the phone, to the friendly welcome at the surgery, the smooth handling of procedure for patients, and general helpfulness, all was done with grace and good humour . Thank you.
Visited September 2023
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient Thank you for your feedback on our flu service last year. I hope you have booked again for this year and find it to be just as positive an experience! Katie Mitchell Practice Manager
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Review titled Thank you all at Eden Park Surgery
Rated 5 stars out of 5
by Anonymous - Posted on 03 April 2023
Saturday I had vertigo very bad, room going round and round. I had this in the past and recently had a blood pressure test. Alls well with that. I phoned the surgery up and requested some tablets which I previously had. Well done to the reception lady ,who said she will see what she can do. I have just had a knock on my front door. Lovely man delivery my tablets. Thank you all.
Visited April 2023
Review titled Eden Park Surgery
Replied on 26 September 2024
Dear Patient, Thank you for your feedback. I'm glad to hear your prescription was organised so promptly. Katie Mitchell Practice Manager