Novum Health Partnership
The Primary Care Centre, Hawstead Road, Lewisham, London, Greater London, SE6 4JHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Unhelpful_NHS should check the services provided by this GP
Rated 2 stars out of 5
by Anonymous - Posted on 21 October 2022
I recently had a health screening completed at a private GP. They forwarded the results of this screening to my registered GP practice and have received a message from this GP to give them a call to book a telephone appointment. I called them queueing from caller number 21. I waited for over an hour until I got to caller number 1 and then the call suddenly stopped for reasons I have no idea. The service is terrible. I have moved into this area this year and moved to GP practice as well. So far I have never seen any GP in this practice and I don't think I have the appetite to do so. I have not read any positive reviews for this GP. I think it's time for the NHS to holistically review this GP's practices/services.
Visited October 2022
Review titled Novum Health Partnership
Replied on 21 October 2022
Dear Patient Please accept my apologies that you have felt the need to write a comment relating to the problems you experienced whilst trying to get through on the telephone line. I would like to inform you of the various ways in which you can obtain an appointment without the need to call the practice. You can contact is via our website where you are able to ask questions and receive a response back within 48 hours. I understand that there may be urgent medical problems that you require a telephone consultation and still need to call us. I am also sending you the link for our AskFirst app. Novum Website. https://www.novumhealth.co.uk/digitalpractice/reception-and-enquiries ASK NHS app I would also suggest downloading the Ask First app which will allow you to book an appointment if required after answering a few questions. Please see below details on how you can download the app and how is works: I have included the How To Guide for you. And here is the link to download the app download it: http://onelink.to/askfirst and the link to use online: https://www.sensely.com/askfirst/home/start/ You can also register for patient online access which will enable you to book, cancel and view your medical records. If you would like to take up this option then please come into the practice with photo ID and proof of your current address, a member of our reception team will be able to process your log in details. I hope that the above options, give you some other solutions as to how you can contact us. Kind Regards Miss M Stewart Practice Manager
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Review titled Horrible experience with receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 16 September 2022
As a receptionist myself , I am a firm believer in the phrase “it’s not what you say, it’s how you say it”. I spoke to a receptionist this morning and her attitude and tone of voice was disgusting, we’ve all had bad days at work but never have I once had someone have to write a negative review about me. I felt as though I was being scolded/ barked at over a simple question, is that not the point of being a receptionist to answer any queries (within reason) that the public have. I will definitely be taking this further as this woman clearly hasn’t had any training or disciplinary action within novum health, but it’s time. The voice machine says “please respect our staff , as we won’t tolerate any disrespectful behaviour” what about respecting your patients?. I really do think the doctors and some receptionist at this practice are lovely as I’ve been a patient for many years and recognise the voices of the receptionist who have also worked at novum health for years however this particular receptionist is simply horrible.
Visited September 2022
Review titled Novum Health Partnership
Replied on 21 October 2022
Dear Patient Please accept my sincere apology for that you had cause to write this review. I would have welcomed the opportunity to investigate your complaint because without knowing who you spoke with I am unable to address with them personally. You state that you have been a patient for many years and know the voices of staff, in the absence of anything more to go on I will have to address this with the whole team. Thank you for your feedback and I am sorry for the level of care you received on your recent interaction with the reception staff. As a practice we accept patients’ feedback, whether positive or negative it is very important for us to review our practices, attitudes and communication. I am hopeful that by discussing your complaint with our entire receptionist staff we will look at this type of query from a different perspective which should help us to offer better customer service to all our patients. Again, my sincere apologies on behalf of the practice. Kind Regards Miss M Stewart Practice Manager