The Nelson Medical Practice

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Reviews

1. Nayara Grandizoli ★☆☆☆☆

   My experience today was incredibly disappointing. I arrived a few minutes late and then had to wait another five minutes in the queue before the receptionist even checked me in. When she finally attended to me she immediately said I was “super late” despite it only being ten minutes past my scheduled time. I had informed her of my lateness beforehand. Even though I was only ten minutes late not an hour half an hour or any other significant amount. Instead of quickly asking the doctor if he could still see me, the receptionists spent more time trying to “prove a point” that I was late, rather than actually helping. They wasted precious minutes discussing it amongst themselves, instead of simply checking with the doctor. In the end, the doctor refused to see me and told me to go to A&E — even though my situation could involve an infection. Even if he didn’t want to do a full consultation, he could have at least re-prescribed the medication, which I’ve taken before and know is appropriate for this condition. But he chose to dismiss me completely. What shocked me the most is the lack of compassion. Doctors study to save lives, yet today I witnessed total indifference. There was another patient, a man with a baby in who arrived about 5 minutes late and they also refused to see him. Is going home on time really more important than patient safety? This level of disregard is unacceptable. Patients deserve respect, urgency and humanity — none of which were shown today.

   almost 2 months ago
2. Jeremy Lau ★☆☆☆☆

   Used their Ask First app twice trying to make appointments. Tried the "book routine appointment" but couldn't secure an appointment even when I asked sharp at 8am. Then tried to book an "urgent appointment" for my son who had diarrhea for days, after a series of chat with a computer bot we were asked to call 111 instead. NO WAY you can see a doctor using their Ask First app. Their Ask First app did nothing except wasting patient's time and blocking patients from see the doctors that they need.

   almost 4 months ago
3. Le Coincidenze ★☆☆☆☆

   The rudest call center ever. Your current booking appointment system is clearly not working unfortunately. I am trying to talk with someone since 2 weeks and I have severe hypertension symptoms and all I receive is an assertive call center operator with zero emotional intelligence, zero agility in understanding scenario by scenario. How is possible that they talk so rudely sand almost annoyed over the phone with patients who are simply trying to receive support for their medical conditions? I humbly suggest a full training on empathy and emotional intelligence and especially how to speak to patients in a kinder way especially to those patients who respect them with kindness and polite manners. I am shocked for the way I have been treated over the phone... I am new to the practice...and this is the worst welcome ever! I beleieve new patients should be contacted for a first GP appointment as introduction and follow up to current health issue..especially based on sever hypertension issues. The lack of professionalism from the call centre affected my day, I am queuing and waiting 17 calls before me to then have the rudest person over the phone telling me that I need to call back in the afternoon! I wanted to book an appointment for Monday and today is Thursday... I am shocked how this is not even possible and she has not even allowed me to ask questions but greeting.me in 5 seconds without even making me comfortable to express my concerns or questions. What system is this? Where is the service and support that a patient should receive? I was recommended this practice as one of the best...But clearly your call center is not helping to maintain the patient satisfaction. If the patient was kindly waiting 17 calls to talk with someone... How is possible make someone feeling that they don't have the right to ask questions and trying understanding how to proceed for booking an important GP appointment?? Where are we going? What direction are we taking? Is a patient hopeless for support? If I am going to have a stroke because I was not given the right investigation and medication in time...who should I legally involve? I am very humbly disappointed.

   almost 4 months ago

1. Natasha Tomlin ★★★★★

   I cannot fault this practice; since I joined I have had nothing but excellent care from the admin team and clinicians. They have always strived to give same day care. I would also like to highlight someone I spoke to today called Emma. She was so pleasant and a fresh air to speak to and also extremely helpful!

   almost 6 months ago
2. Wandle Road Watch ★★★★★

   Needing to be registered with a GP practice in Wimbledon I was regretful to have to leave a practice I had been with for years and of which I thought very highly: Haling Park Medical Practice. I was concerned whether the Nelson Medical Practice would provide me with the same support and care. I have been delighted with my first experiences of using the practice. One of the receptionists gave me some tips for using Ask First to book appointments. When I tried to book an appointment with the nurse online, none were available. I telephoned, selecting the "call back" option. When the receptionist (patient coordinator?) called me back, I explained that I needed an appointment with the nurse urgently, had tried to book online but none had been available. The receptionist asked me several questions about my needs, establishing that I was likely to need a wound dressing change twice a week for some time to come. She said that she would pass the information to the nurse manager, who would ring me back. Better than ringing me back, the nurse manager very quickly texted me, giving me 8 appointments, 2 per week, together with the name of the nurse I would be seeing and indicating that my need for further appointments could be reviewed when these were completed. When I saw the nurse, she assessed my wound and which was the best dressing to use. She also took a swab to check if there was any infection. My wound had been extremely painful, but, after she had cleaned and dressed it, it became much more comfortable. My thanks to the staff involved - and to all staff at the practice - for your expertise, care and support.

   almost 6 months ago
3. Lula Eltom ★★★★★

   Although it's a medical centre, I like this place. It's part of Saint George's Hospital to ease the load. You can have blood test done there, xray, physiotherapy and more. I thought it was a brilliant idea to have this Centre and hope there will more of it in the future.

   almost 2 years ago

1. Andy Ol ★☆☆☆☆

   Their attitude and lack of professionalism is absolutely disgusting. Rude call handlers and doctors, never getting a call back when promised and impossible to get simple appointments at most times. Basically a GP where you're registered but who is never available and you have to beg for every little help. This practice should be closed down in the public interest.

   almost 2 years ago
2. Laura ★★★★☆

   When I first moved here I was heartbroken by the awful attitude of those on the phone, and at the desk. They were incredibly unkind and uncaring. I wasn't on the system, so it wasn't their problem! However, once I was finally properly in their system, and able to make appointments, I have had very good service since. I was able to get an injury looked at, and am now steadily improving in their gym. I also just went for a cervical screening. The staff for all of these visits have been so friendly and approachable.

   almost 3 years ago
3. Stacey Eveleigh ★★★☆☆

   Getting a appointment with the Gp you want can be hard. You will get offered a appointment but it will be a random GP. Trying to get a follow on appointment with the same GP is hard as well. GPs can run very late. Some reception staff can be very rude. Genevive is amazing. So helpful and friendly . Nothing is to much trouble for her.

   almost 3 years ago

1. Dorothea ★★★★★

   Nelson medical Centre. Has various clinics, it not crowded. Very clean. There is a costa coffee shop on the premises and a pharmacy. Parking available at the back.

   almost 3 years ago

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