Southborough Lane Surgery
Crown Medical Centre, 3 Mackintosh Street, Bromley, Kent, BR2 9GTContact details and opening times
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Reviews
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Review titled 2 hours on hold
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
2 hours on hold having called the sirgery at 15.03. You are caller 23,22,21,20,19,18,17,17,15,14,13,12,11,10,9,8,7,6,5,4,3,2,1…… sorry we are unable to help you at this time click and call disconnected!!!! This is a joke 2 days and over 4 hours of being on hold. Eventually get an appointment and sit waiting while an elderly gentleman tries to sort out missing prescription. The receptionist is so rude that I look away catching the eye of person next to me who comments on how disgustingly he is being spoken to. She would not listen to what he was says and refuses to let him leave a note for the dr!!!!! What has happened to this once fantastic surgery??????
Visited February 2023
Review titled Southborough Lane Surgery
Replied on 26 February 2023
Thank you for your feedback. I'm sorry you have had this experience with our phone system. We have had some glitches with this new system which is disappointing as it was installed to try and help our patients and allow them to know where they are in the queue. You can request a call back to avoid hanging on in the future. I'm afraid I cannot comment on how anyone else was being spoken to by our receptionist. I'm surprised if this is the case as our receptionists are generally very patient and helpful. I truly hope that the gentleman asked for the receptionists name and also feeds back to the surgery so this can be investigated. It's not acceptable for anyone to be rude, so I would really like to know the circumstances. We are currently experiencing staffing issues which will affect the service provided to a degree, but we are doing our very best in a difficult situation. Response left by Sally Gaites/Assistant Practice Manager
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Review titled warning!!!!
Rated 4 stars out of 5
by Anonymous - Posted on 01 February 2023
Had a very early appointment today with the asthma nurse! At 08.45 but she turned up at 0900. For the past week i have had trouble breathing with lots of phlegm making it even worse to breath. So, the nurse made her examination with the right questions…So far so good. A prescription was typed out and she asked “what chemist” do i use. I did ask when it would be there to pick up..”later today”. I was out by about 0920. later after lunch I did visit the local chemist..”no it’s not here yet come back later”. So i called back at 17.15 and still not there! So the surgery was still open, i went in and low and behold, they first could not find a record of my visit or any prescription but unknown to me the nurse made an appointment, to see a doctor 0800 the next day. So it was by luck i called back. Total incompetence and our laziness by this nurse. Fortunately my prescription was not for insulin!. I would suggest to all that visit…call back or wait at the surgery for your perscription . Fortunately im a pensioner with a bran!! This was just total laziness and lack of professional communication! May I suggest when a prescription is typed on computer…”Press Send” There and then,it makes all the difference !
Visited February 2023
Review titled Southborough Lane Surgery
Replied on 02 February 2023
Thank you for your feedback and I am sorry you have had cause to complain. Unfortunately this is not an appropriate platform from which to respond, but I am going to investigate this further inhouse. I should be very happy to discuss this further with you should you wish to contact me. Response left by Sally Gaites/Assistant Practice Manager
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Review titled Make easy things, difficult
Rated 2 stars out of 5
by Anonymous - Posted on 05 January 2023
I wrote an econsult to ask for some medication from GP as its not on my re fill scripts. My reply was.. I need to issue a written request. Post or go to the surgery to fill in a form. Why have econsult online if you still need to make requests in writing when postal services are striking. I wrote asking for medication for heavy bleeding.. so I need to now write a letter, post it and wait till its received then have the script filled? I can't drive, so I would then need to get a bus to go there and fill in a form on paper? I can fill in all the information needed online but that is not a written request? So u can either write a letter, bleed for longer while I wait for the reply or go to the surgery just to fill in another form. Life is hard enough without making it harder.
Visited January 2023
Review titled Southborough Lane Surgery
Replied on 06 January 2023
I'm very sorry that you have had such difficulty in getting your prescription sorted. For reasons that are too long to go into in this response, we cannot accept prescription requests via econsults but that is not to say that a prescription wouldn't be processed on the back of an econsult if that makes sense. Sadly you have not left your name, so it makes it very difficult for me to look into this further but I will happily do so if you would like to make contact. There are other ways of ordering repeat medications by signing up to an online platform, so that may be worth looking into. We have no wish to make anyone's life harder and I'm sorry that you felt this way. I'm very happy to discuss further with you. Response left by Sally Gaites/Assistant Practice Manager.
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Review titled Very disappointed
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2022
I worked in the NHS in a professional role for 32 years so have a good understanding of the pressures and stress of staff workload. I saw a Practice Nurse (PN) and the PN was eating from a packet of crisp during the whole consultation. Very disappointing and very unprofessional in my opinion. I would suggest appropriate break times are scheduled for staff to eat crisp/snacks etc rather than eating during a consultation.
Visited October 2022
Review titled Southborough Lane Surgery
Replied on 31 October 2022
Thank you for your feedback. Our nurses are very busy and sometimes they squeeze in patients at the expense of their breaks, but the expectation is that no-one should be eating during a consultation so I can only apologise that this happened. I will forward your feedback to our lead nurse so that she can speak with her team. Katie Mitchell (Practice Manager)