Surrey Docks Health Centre Reviews Summary

Appointment System

Pros:

• "I only used the service for the first time during lockdown. I needed 2 appointments during that time. On both occasions I was contacted by a GP within an hour of calling through to reception and requesting an appointment. The GPs were so helpful and I received my prescriptions the same day."
• "There is an effective system for emergencies/urgent needs though."
• "I'm really happy with this practice - have never had any issues and the fact they release new appointment slots a day before for urgent visits is great."
• "Never had to wait longer than 2-3 days for an appointment."

Cons:

• "I’ve been ask to call back 4x an a same day for appointment and by end of the day they weren’t able to provide me with one."
• "Spend over 1 hour on the phone queue just to be told that they cannot book an appointment over the phone."
• "There is no longer such a thing as an in-person appointment."
• "You can't get through the phone, you can't get an appointment."

Service Quality

Pros:

• "Both the doctors and the reception staff are always so professional and friendly and take pride in their jobs."
• "This practice has issues like all severely underfunded or privatised NHS services, but the GPs I’ve had the pleasure to meet were kind and made sure to explain and listen to my concerns."

Cons:

• "The GPs at this practice are absolutely great but something has gone wrong in the management."
• "I asked will I need to book another triage for the other problems? What kind of pick and chose your illness service is this?"

Staff Behavior

Pros:

• "Reception team are very friendly and helpful. I was seen by Dr Reem Basheer and she was amazing."
• "In person, the receptionists are friendly and helpful, especially Jenny who is very empathetic and kind - thank you! Nurse Bukky is also super friendly and informative and puts you at ease."
• "The nurse/doctors I have seen have always been very nice and thorough."

Cons:

• "Yesterday I rang the appointment line... I felt so disappointed that the receptionist had lied to me."
• "The receptionists are so rude."

Management

Pros:

• None provided.

Cons:

• "Terrible surgery. I have mental health they do not care."

Facility

Pros:

• "The place was very clean."
• "It was also very easy to show that I had arrived for my appointment using the touch screen in the reception."

Cons:

• None provided.

Communication

Pros:

• None provided.

Cons:

• "I called for a referral for my son a couple of weeks ago and was told will be actioned."
• "January 2021 I raised a complaint due to abuse from staff and not doing referrals."