The Blackheath Standard Surgery Reviews Summary

Reception and Staff Attitude

Pros:

• "I was expected to get the worse, but really open and helpful staff."
• "Help me to rebook the appointment, helped few other people in the queue with their queries."
• "Transparent and clear - explain how they are working and what type of appointment they have, how their booking system works."
• "Great team in reception. Really helpful and always friendly."
• "The staff are very helpful and provide you with the information needed."
• "Really friendly staff on the phones offered me a quick appointment that suited my work hours."
• "I find the reception staff at BSS to be top notch."
• "this surgery is amazing very supportive and very efficient compared to my last the lady's on reception are professional supportive and understanding and very efficient."
• "I have always found the receptionists, doctors and nurses to treat everyone with respect, warmth, care and concern."
• "Just changed doctors, overworked receptionist staff are helpful but difficult to get through most times."
• "the receptionists are brilliant too so helpful to me & friendly they have a job to do & hard one at that."

Cons:

• "The most obnoxiously rude reception staff who openly talk about patients so everyone can hear."
• "The admin/reception staff let this surgery down."
• "Reception staff are rude and the phone times are ridiculous."
• "Waiting times to book an appointment are astonishing you can be waiting 45 mins to 3 hrs."
• "Very rude receptionist, bad attitude careless and heartless."
• "Worst surgery ever! Rude reception staff that demand that I wear a mask or miss my appointment."
• "Their reception team is significantly under staffed and therefore they are under pressure, stressed and unsurprisingly rude and aggressive."
• "I heard one receptionist say to several different people in person and over the phone words to the affect of “we can’t help you”."
• "I spoke to Many at reception and she refused to give me an appointment for my baby who has a rash on her eyes."
• "The receptionists are rude and incompetent (Anne)."
• "The receptionists are rude, and talk to each other constantly."
• "Receptionist answered my genuine questions sarcastically and as a vacant expression as if I said something stupid."
• "Hostile receptionists (probably because they are understaffed)."
• "Receptionists asking for confidential personal information in a crowded waiting room."
• "Abysmal, unprofessional staff."
• "Awful customer service. I was on hold waiting for a receptionist for over an hour only to be told when they eventually picked up the phone that I would not be able to make an appointment."
• "the receptionists are the worst I have EVER come across. They are unorganised and rude!"
• "Difficult to get an appointment, receptionists are rude and impatient"
• "Called first thing as instructed, held the line for 20 minutes. Only to be told that 'We have nothing bookable'."
• "Tried to get through via telephone for 3 days. Constantly being on hold for hours on end."

Doctors and Medical Staff

Pros:

• "The doctor, friendly and helpful."
• "Whilst the GP Celia, was lovely."
• "Thank you all the staff at blackheath standard surgery :-)"
• "I have always found the...doctors and nurses to treat everyone with respect, warmth, care and concern."
• "The gp’s are amazing."
• "they are fantastic Doctors so thorough, caring & excellent,"
• "work long hours by god, have i needed them so much these last few weeks they have helped me so much thank you does not seem enough,"
• "special thank you to Dr.Yousif,Dr anya Patel,Dr S Bennett last few weeks."
• "Where else can you get a commuters appointment and a wide range of services provided by this surgery."
• "The staff and Doctors are very helpful and professional"

Cons:

• "the last one Dr Patel I found was really arrogant, dismissive and condescending- wouldn’t go back."
• "Dr N Patel is quite possibly the rudest and most unreliable doctor in the surgery."
• "My father had an appointment at 3pm with doctor Van Bui. He did not enter the surgery until 330pm."
• "The worst surgery I ever had to deal with. GP owner and son are arrogant and money oriented individuals."
• "Their GPs are mostly trainees (another way to make/save money)."
• "The doctors have regularly made mistakes."
• "If this is how a nurse behaves, don’t even want to know how GPs are."
• "The doctors...if you can call them that."
• "Was also told to 'gargle salt water' and 'cleanse eye with warm water'."
• "Often feel as though the doctors don't have enough time."
• "The receptionists are retarded and doctors cannot keep paperwork straight."
• "You will never be able to see the same doctor twice."

General Observations

Pros:

• "Great Service."
• "it's getting better."
• "5 star surgery."
• "Thank you for the excellent service during these times."
• "BSS provide excellent care."

Cons:

• "The whole service is awful."
• "This is the worst surgery in London."
• "Has gone downhill rapidly."
• "worst practice ever."
• "Terrible service."
• "Absolutely disgusting service."