Keston Medical Practice
Purley War Memorial Hosp, 856 Brighton Road, Purley, Surrey, CR8 2YLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Terrible service
Rated 2 stars out of 5
by Anonymous - Posted on 09 May 2023
The service is nothing short of unacceptable, especially for the elderly who are unable to access the internet. I spent the best part of a month trying to get an appointment, struggling to get through to the practice who said they had rung me, got no answer and then closed the call! This happened several times. Everytime I ring the practice, I have a waiting time of at least 30-40 minutes on hold. This practice is working hard to make their services unaccessible for the vulnerable and the elderly. The receptionists are well trained to divert you away from seeing a doctor. I have never experienced such terrible service to access a doctor to see me. If I could find another practice locally, I would definitely register somewhere else.
Visited March 2023
Review titled Keston Medical Practice
Replied on 29 June 2023
Good Afternoon I was sorry to have read your anonymous complaint. In January our practice introduce Klinik, an online consultation tool for patients to request an appointment. All requests for appointments are triaged by a clinical team and issued depending on clinical need. Patients who are not digitally able to use the online service are encouraged to telephone the practice. As I can see that you do use a computer I am not sure why you are queuing on the telephone to speak on the telephone when it is really user friendly to complete the form. On our website there is also a video to show patients how to use this. The Partners feel it is far more appropriate to clinically triage all appointments, ensuring that patients who need to be seen are offered an appropriate appointment. Nobody is ever told there are no more appointments, even if an appointment is offered in a couple of weeks. Unfortunately some patients still insist on telephoning the practice when they are able to use the online form, thus blocking the lines for patients who have not alternatives. I would encourage you to use the form. If you need assistance one of our staff will happily talk you through it. Regards L Shaw PM
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Review titled Delays in test results, inaccessible
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
Had to hold over 45 minutes to speak to a receptionist. She could not share the test result done on 23rd Feb, almost 4 weeks ago, as he said the GP had not approved it. When I expressed my concern, she said flippantly, we are a very busy surgery. That she will 'chase' the GP for me but she did not know when I can expect a callback or information. She kept talking over me, saying she had many callers waiting, and then hung up on me. Most dissatisfied.
Visited March 2023
Review titled Keston Medical Practice
Replied on 22 March 2023
Thank you for your feedback. Please be advised that rather than waiting on the telephone you could have submitted a request via KLINIK. As you have completed this form anonymously I am unable to look into your complaint and the reason for the delay in your results. All results received by the practice form the Lab are dealt with on the same day. Regards
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Review titled Impossible to get an appointment, poor website/info
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
The Moorings was once an excellent surgery. Now that it has amalgamated with Keston I haven't had a chance to sample the service as I cannot book an appointment. I've sat on the phone for nearly an hour only to get partway through the queue of other callers. You are advised that each call will take around 5 minutes to deal with. I get the impression that this may not even result in you being given an appointment but just get you onto the system to be considered for an appointment. I've tried twice to book an appointment online. The first time the system let me go through the long process of applying, only to tell me the online system was closed, but would be available the following day from 6am. Trying later the next day, at least I was told that the system was not available from the off. I have had to send an email - not to be used for appointment requests, to request an appointment as the other routes have failed. This, it states which should be responded to within 24 ***working*** hours. The website is extremely poor, overcomplicated, and very wordy. I use websites every day and I really struggled to find what I wanted and then the functionality of the system. There is no Patient Participation Group or I would report this to them. The poor reviews are telling, as is the lack of response from the surgery. Why is it possible for some surgeries to be able to accept walk ins, same day appointments or bookable appointments online or by phone, yet The Moorings cannot offer any of these? No idea about the clinical care, as I cannot access it!
Visited March 2023
Review titled Keston Medical Practice
Replied on 22 March 2023
Thank you for your feedback. Since 16.1.23 we have introduced a new appointment system. Patients are requested to go to our website, click on appointment tile and follow the form provided on KLINIK. Must patients receive contact back from the practice within a few hours, earlier depending on the priority of the clinical condition. All request for appointments are clinically triaged by a clinical team. The previous way of booking appointments meant patients obtained appointments on a first come first served basis, not depending on their clinical need. Patients became frustrated due to no appointments being left available after they had managed to get through. All patients who now request an appointment will be contacted with either an appointment or advice on who in the community it is more appropriate to contact for help. The website has a video to show patients, who are unsure how to use KLINIK. We also had an open day for all patients wishing to attend to show how the system works. I agree the telephone queue is very long now, this is due to patients who can obviously use the internet still choosing to wait on the telephone, causing patients who do not have access to be held in an extra long queue. Hopefully the next time you have need to request an appointment you will use the online system and see how efficient it is. Regards
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Review titled Outstanding senior nurse
Rated 5 stars out of 5
by D Hess - Posted on 07 March 2023
Had a consultation with a senior nurse today who has been at the practice many years. I appreciate all the knowledge, personal service and sensible advice she has given me over many years. I hope she is appreciated in the practice as much as I, and I am sure other patients, appreciate her.
Visited March 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your feedback. I can confirm all our clinical staff are valued and all form an integral part of the practice team. Regards
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Review titled Going Downhill Fast
Rated 2 stars out of 5
by P. Lee - Posted on 18 April 2023
I have been registered with this practice for 50 years and in the early years found them good. Over recent years their service has declined drastically. In 2011 they missed my and my wife’s cancer, causing a lot of problems. In February 2023 I contacted them re a head/hearing problem, it is now middle of April 2023. I have not as yet seen a doctor face to face. I have seen a clinician who was no help and I had to ask for ear dewaxing appointment, which in the end did not help at all. Later I had a telephone conversation with a doctor who did not grasp my symptoms, went off at a tangent and I had to ask for a blood test. To date I still have the same symptoms as I had in February. This week on contacting the surgery to obtain a doctor’s appointment as I was still suffering. I was offered one in early May. For all I know I might have a brain tumour and require specialist treatment, but until May I will never know. I am not impressed with this surgery. Despite my 50 year association with them, they do not know who I am and over the years, I rarely see the same doctor.
Visited March 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your comments. I believe we have discussed this via email. I am sorry that you feel the practice has let you down. As discussed in our emails this was not the intention and more to do with what we are permitted to refer for. Regards
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Review titled Indifferent attitude by Gp. Waste of time and energy.
Rated 1 star out of 5
by Adetoun Hughes - Posted on 23 February 2023
I am not only chronically ill from conditions which include autoimmune disorders which make me immunocommpromised. I have had to have all the COVID vaccinations including the most recent booster, which I recieve at the Hospital in London but not at the Gp Surgery. I appear to have come down with COVID, confirmed by two separate home kits. My surprise and disappointment was when the Gp called back yesterday late afternoon with his advice. Drink plenty of fluids, plenty of rest, no care for if I were on my own, had anyone to help , etc . Yet this Practice has been my Gp Practice for over 20years and are well aware of my co-morbidities, and when I suggested my sending an email to my Consultant at the Hospital, the response was “if you want “. I have never had COVID before. No reassurances. I had to call my niece who is a junior Doctor in Southampton for answers and reassurances and what to do. My fault I should’ve done what I was best, get in touch with the hospital. The Gp is only great for repeat prescriptions. Very disappointing.
Visited February 2023
Review titled Keston Medical Practice
Replied on 21 March 2024
Good Morning I was sorry to have read about your disappointment regarding the advice you received. As you stated you did receive a telephone call and I am wondering why , if you required any further information, why you did not ask at the time of the call or, contact the practice back, if you had thought of something that was not discussed at the time. As you are aware I am based within the practice and am always happy to speak with all patients if they have any matters they would like to discuss further. Regards
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Review titled Great GP Service
Rated 5 stars out of 5
by Anonymous - Posted on 03 February 2023
Very happy with my visit to the Dr / Gp this morning. It was very professional, yet relaxed and friendly that I began to feel my energy field expand with more positive energy. The Dr /Gp listened by being present, and gave me the best way forward with my Ear issue which she checked. Very grateful that it was nothing worse.
Visited February 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for taking the time to add a positive comment. The practice feels that our new online appointment request system KLINIK is working well and patients who do use it are full of positive comments.
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Review titled Very quick and efficient service. Kind responses.
Rated 5 stars out of 5
by Deborah Sawh - Posted on 01 February 2023
I applied on line for a telephone consultation, I received a call back almost immediately. The GP who called me was very kind and thorough and he was able to support my needs. Great service, thank you.
Visited February 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for your positive feedback on our new online appointment request system KLINIK. Most patients who have used this are full of positive comments. This is a far more convenient system than previous when patients wait on the telephone for 45 minutes. We are looking to the day when all patients, who can, use it freeing up the telephone lines for those patients who cant use an online facility.
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Review titled List doctors names
Rated 3 stars out of 5
by Mrs. Thevarajah - Posted on 07 February 2023
Names of doctors mentioned under the heading of " meet or team" do not include all of them at your surgery . Some names are hyphenated and cannot remember when they say their name on the phone . When you check your website their names do not appear in your system. Some told me they are there over a year. Please include all those working at your practice
Visited January 2023
Review titled Keston Medical Practice
Replied on 05 September 2023
Thank you for thanking the time to add a response. I note your comments and will ensure our team is updated. We are a training practice therefore have a flow of new registrars regularly.
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Review titled A GP practice who don’t want patients
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2023
This used to be a good medical practice when it was The Moorings, now as The a Keston Medical Practice the last thing they seem to want is anyone to actually make an appointment. You can spend forever in a queue on the phone (only allowed at a certain time) or they suggest you use a the internet App, forgetting that many of their patients are not tech savvy. When I used the app it gave me only 3 choices to book, a flu jab, a smear test or some other irrelevant option. So I sat forever on the phone in a queue only to be told “ah when we have no appointments it only gives you those 3 options. Genius! I imagine many people will die before they work out how to get an appointment here!
Visited November 2022
Review titled Keston Medical Practice
Replied on 29 June 2023
Good Afternoon In response to your anonymous complaint hopefully you have used our new appointment system KLINIK and found that instead of appointments being issued on a first come first basis, they are now issued after being triaged by a team of clinicians who will arrange for patients to be seen on a clinical need basis Patients will never be told there are no more appointments which often ran out after only 20 minutes of us being open. Regards L Shaw PM.