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 I think the receptionist didn't know
Rated 1 star out of 5
by Adriana - Posted on 10 May 2023
on the website here you can see that they accept patients from outside the area, you fill in online and when you arrive with the documents that you are not in the coverage area, I don't know what area they have, I am a 10-minute walk from them. very disappointing
Visited May 2023
Review titled Novum Health Partnership
Replied on 14 September 2023
Dear Patient Many thanks for your comments regarding the registration process. I am sorry that our catchment area is not clearly explained and you had a wasted trip to the practice. We will be looking at this area and making changes as necessary. Please accept my apologies on behalf of the practice. Kind Regards Miss M Stewart Practice Manager
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Review titled Great service across the practice
Rated 5 stars out of 5
by Paul McFadyen - Posted on 29 March 2023
I have been a patient at this practice for about four weeks. I have found every member of staff in reception, the clinical team and the GP's to be kind, helpful and interested in my welfare. The practice has also been exceptionally proactive in helping me secure an appointment in one of the GP's specialist clinics. Thankyou!
Visited March 2023
Review titled Novum Health Partnership
Replied on 14 September 2023
Dear Mr McFadyen Thank you so much for taking the time to write in with such positive feedback for the new What's App service the practice is trying out. We hope that you will use this service again in the future if needed and inform other patients of your positive experience. Kind Regards Miss M Stewart Practice Manager
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Review titled Unable to get an appointment
Rated 2 stars out of 5
by Michael Harriman - Posted on 20 March 2023
Popped in last week to make an appointment. Told I could only do so by telephone at 08.00 or 13.00. The phone has now been ringing for over an hour.
Visited March 2023
Review titled Novum Health Partnership
Replied on 14 September 2023
Dear Mr Harriman Thank you for taking the time to write in with your comments. We have recently introduced a new What's App service the practice is trying out. We hope that you will use this service again in the future and this time your experience will be more positive one. Kind Regards Miss M Stewart Practice Manager
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Review titled Nice receptionist
Rated 3 stars out of 5
by Rushey green patient - Posted on 20 February 2023
Spoke to a lovely receptionist today , she was extremely helpful. Normally some of the receptionist can be quite rude, but this particular receptionist was lovely. I wish I could mention her name however the website permits me from doing so.
Visited February 2023
Review titled Novum Health Partnership
Replied on 21 February 2023
Dear Patient Thank you on behalf of the staff at Novum Health Partnership, for taking the time to write in with such positive feedback for our staff. This has been shared with the whole practice. Yours sincerely Miss M Stewart Practice Manager
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Review titled I am feeling frustrated to make an appointment.
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2023
I've been calling to make an appointment for 2 days, then the phone keeps ringing for 1 hour. I had a lot of patience on the phone, but no one answers, and when they do they say it's full and they don't have a family doctor's appointment anymore (my daughter was born 4 weeks ago and needs to be seen by a family doctor on the recommendation of the midwife) I went to the reception station and the receptionist said she needed to call to make an appointment. So this is frustrating because I need my doctor to examine me and my daughter. I am feeling frustrated and disappointed with the service at this clinic.
Visited February 2023
Review titled Novum Health Partnership
Replied on 21 February 2023
Dear Patient I am sorry that you have found difficult to get through on our telephone lines and I knowledge that at particular times of the day we experience an increased volume of calls ie: 8am and 1pm, outside of these times the wait may be long but not as long as 1 hour. Have you downloaded the NHS app as you are able to book appointments via this as well as using patient online access, if you would like register for any of these and please come into our reception desk and a member of the reception team will be happy to assist you. Yours sincerely Miss M Stewart Practice Manager
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Review titled Really bad service
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
Whenever I call to book an appointment the phone just rings it’s absolutely absurd No one picks up. I’ve tried switching phones still no answer the problem is not on my end health is important not being able to book an appointment is a serious issue
Visited February 2023
Review titled Novum Health Partnership
Replied on 14 September 2023
Dear Patient We were sorry to receive your comments regarding the difficulties you experienced when trying to get through on our telephone line. Our staff our here and answering calls but we have more calls coming into the practice than I have reception staff. We will soon be launching a new What's App service which hope will eliminate the need to call the practice. Again my sincere apologies for the problems you experienced. Kind Regards Miss M Stewart Practice Manager
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Review titled Bad
Rated 1 star out of 5
by Ms Gladys Pierrot - Posted on 15 February 2023
I am so fed up with the Rushey Green surgery. I have been calling to make an appointment for the past 4 years same answer the appointment is gone. My boy when has asthma attracts I called the hospital and then they contact the Gp. The staff answered like a bot. No sense I am suffering with my leg and feet and I have a spot behind my leg and want to be sure it is not cancerous. I meant to do my smear test. Please can I have an appointment since 4 years
Visited February 2023
Review titled Novum Health Partnership
Replied on 21 February 2023
Dear Mr Pierrot Thank you for leaving your comments here and also contacting us direct. After reaching out to us via our website we have contacted you to follow up on your comments raised. We appreciate that you have given us the opportunity to look into your comments and resolve the problem. Yours sincerely Miss M Stewart Practice Manager
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Review titled Receptionists are Obstructive Gatekeepers
Rated 2 stars out of 5
by Anonymous - Posted on 16 January 2023
I received a text message from a specific Doctor to schedule a phone appointment. I called the surgery and the receptionists refused to schedule an appointment unless I called when they release appointments. They choose to interpret the message and that "schedule an appointment" meant I had to call with everyone else at 8:00 when all appointments are released and that they were not allowed schedule appointments. The receptionists read the message and decided my need was not urgent. I asked if she was clinically trained and if she was familiar with my medical history for her determine the status of my need. She conceded that she was just a receptionist. I need to see my Doctor at the Doctor's request but this receptionist blocked it.
Visited January 2023
Review titled Novum Health Partnership
Replied on 21 February 2023
Dear Patient Please accept my apologies on behalf of the practice for your recent experience. Our receptionist are not trained to be obstructive and I am sorry if you have found this when speaking with them. They do have to work within guidelines set for offering appointments and there responses are not made up but they simply respond as they were trained to handle different situation and calls they come into contact with each day. I will look at the type of text messages that our clinician team send out to see if we can prevent further patients feeling as you do. Thank you for taking the time to write in with your comments. Yours sincerely Miss M Stewart Practice Manager
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Review titled Having to leave another review
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2022
I previously left a review regarding a receptionist about her tone / attitude when speaking to patients, and today I have yet again had another experience with her. I really think it’s time for a staff turnover, as this is simply disappointing from Rushey green group practice. I have been a patient for years and now dread having to call up and speak to receptionist just in case it’s the same one who constantly barks/scolds. Whenever I call up and hear her voice , I put the phone back down and call another day just to avoid speaking to her. It’s as if she’s speaking at me and not to me. Nobody should be treated this way, talk less of those with mental health issues. I’m guessing this person speaks this way as she knows regardless of the negative reviews she will be kept on through the NHS being understaffed.
Visited October 2022
Review titled Novum Health Partnership
Replied on 21 February 2023
Dear Patient I thank you for leaving your comments and only wish that you had left a name or had contacted the practice so that we could speak with the receptionist in question. This person clearly needs more training and we are happy to provide this and then review their performance. Please accept my apologies for your experience and I would encourage you to contact the reception supervisor should you come into contact with this particular receptionist again so that we can resolve this issue. Many thanks for leaving your review. Yours sincerely Miss M Stewart Practice Manager
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Review titled Great Customer Service
Rated 5 stars out of 5
by Miss Goodchild - Posted on 26 October 2022
I would like to thank the Receptionist I spoke with this morning for all her help, every question I needed an answer to she was able to help effortlessly, I felt she went above and beyond to ensure that I would leave the call feeling satisfied to which I did, it was also nice to have banter and laughter especially in these gloomy times I hope in the future if needed I will be able to speak to this Receptionist again
Visited October 2022
Review titled Novum Health Partnership
Replied on 21 February 2023
Dear Miss Goodchild Please accept my apology for the delay responding to your comments. Thank you for leaving such a positive review of your encounter with our reception team. Yours sincerely Miss M Stewart Practice Manager