The Blackheath Standard Surgery

Doctor

😠 When you have 120 reviews and you seem only to get 1 stars regardless of you sector one would think that you would take a step back and review the patient process. Sadly my experience isn’t even worth the detail but it was bad enough to want to leave a review. I hope anyone who is unwell and has to... People often mention surgery, appointment, staff, call, reception, doctor, rude, time, patients, nurse,


Address

11-13 Charlton Rd, London SE3 7EU, United Kingdom

Website

www.blackheathstandardsurgery.com

Contact

+44 20 8269 2040

Rating on Google Maps

1.80 (126 reviews)

Open on Google Maps

Working Hours

  • Thursday: 8 AM to 6:30 PM
  • Friday: 8 AM to 6:30 PM
  • Saturday: Closed
  • Sunday: Closed
  • Monday: 8 AM to 6:30 PM
  • Tuesday: 8 AM to 6:30 PM
  • Wednesday: 8 AM to 6:30 PM

Featured Reviews


Frequently mentioned in reviews: surgery (34) appointment (32) staff (23) call (15) reception (15) doctor (10) rude (10) time (9) patients (9) nurse (9)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 1/5 Nick O. 7 months ago on Google • 7 reviews
    Quite possibly the worst doctor surgery I’ve encountered my wife called up as she was supposed to receive a call from the GP 4 days ago and when my wife rang up she was met by an obnoxious rude member of staff that spoke over her and was blunt, saying we don’t have any records of this and blah blah not sympathy or customer service whatsoever. It’s lucky I didn’t know her name otherwise I would a make a formal complaint.
    5 people found this review helpful 👍

  • 1/5 Presh O. 2 years ago on Google
    Honestly the WORST GP EVER!!! I can not even count the number of bad experiences I’ve had with this place. The reception staff are always rude even when you’re trying to be nice. The male doctors have treated me like actual rubbish in the past so I now have to request for only female doctors. Every time you try and call to book an appointment you’ll be waiting for a minimum of 20mins waiting for them to even answer the phone (that’s if you’re lucky to even get through). The other day, I tried 64 times and nothing. When they do finally answer you either don’t even get an appointment or you get one but it’s not when you need it to be. Even when you do get an appointment booked, the doctor may not even call. Imagine having an appointment “8am-12pm” and you taking a morning off work so you can actually answer the call and they don’t even call! You try and call them back to ask why this was the case you get the same issue as when you tried to book an appointment in the first place. If they do eventually answer and you tell them you didn’t get a call from the doctor when you were supposed to they have this “don’t care”attitude and begrudgingly book you another one but at an inconvenient time. Honestly the only way to get an appointment is to go there physically but this cannot always happen as people have to work you know. I have currently been on the phone for about 40mins trying to sort out my current situation where they didn’t call for my appointment yesterday. They said they tried to call me twice and left a voicemail but turns out the person who took my number down took it down wrong. Honestly I’m so over this place! Anyway all that to say avoid at all costs!! I’m sure there are way better GP surgeries out there.
    6 people found this review helpful 👍

  • 1/5 deefer73 5 months ago on Google • 5 reviews
    The most obnoxiously rude reception staff who openly talk about patients so everyone can hear. Who argue with you when you try to defend yourself and ask them to speak to you in a more civil way. The appointment itself was good. The doctor, friendly and helpful. The admin/reception staff let this surgery down. I’m a nurse and I would be sacked if I spoke to patients the way these people do.
    5 people found this review helpful 👍

  • 1/5 Tom H. 1 year ago on Google
    This place has been going downhill for years. I'm not sure whether it's incompetent staff or taking on too many patients but they manage to mess everything up. The staff all have different understandings of how things work on the admin side, even losing prescriptions which is a complete joke. One of the doctors used to be up to 30 minutes late (multiple times) or the first appointment of the day. Reception staff are rude and the phone times are ridiculous. Hopefully the owner moves on and new management can clean this place up.
    5 people found this review helpful 👍

  • 1/5 Jamie L. 1 year ago on Google
    Obviously health is important to everyone. We put our trust in GP’s and their Surgeries to provide us with sound medical advice, restorative and preventative medication, tests and so forth. To me it is morally, and ethically wrong to run a surgery in a manner that robs it’s patients of trust. Whilst the GP Celia, was lovely. The administrative procedures were as incompetent as possible. I have already decided on one visit, along with my wife, that our health is too important to go to this surgery just because it is the closest to us. 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”. My own appointment I was told first, wasn’t on the system, followed by, it was deleted from the system for an unknown reason. Everything I filled out in my consultation form was a waste, because it never made it to the system so the GP had to take it all again. One member of staff burst in the room looking for another member of staff, and exclaiming “I’ve been looking for him everywhere” only to find out he’s not here. I think I would be happier travelling down to Cornwall for my local surgery than going here.
    5 people found this review helpful 👍

  • 5/5 D L. 1 month ago on Google • 16 reviews New
    Very kind receptionist, I called on Tuesday at 8am to get an appointment and after 40 minutes wait (took a bit but it's common in most practices) I had an appointment for Thursday at 8:15. The doctor was super nice and caring.

  • 1/5 Ashley K. 1 year ago on Google
    Worst surgery ever! Rude reception staff that demand that I wear a mask or miss my appointment but yet they have theirs hanging off of there chin! My sons appointment was booked for physiotherapy but then cancelled when we attended as apparently they aren’t insured to see 17 year olds! Yet they were the ones that called me to book in the appointment! I took the day off of work and paid the ULEZ charge to get there so I’m at a loss and my son is still in pain and very upset as he feels that he is not getting any help. This is just one of many annoying trips to the surgery that I’ve had. I keep saying I’ll never go back but that’s it now. I hope this place gets permanently shut down. It’s a shame as I’ve been a patient there since I was 6 years old!! Avoid even if your dying!
    3 people found this review helpful 👍

  • 5/5 Holden R. 1 month ago on Google • 13 reviews New
    I have had nothing but a excellent experience at Blackheath standard Surgery. They are efficient, professional and always follow up consultations.

  • 5/5 Dmitrijus K. 3 months ago on Google • 10 reviews New
    Very impressed with how friendly staff are, trying to help you and keep you informed: unsure who rates this practice with low, they must have not seen what a 2* service looks like. Thank you to all and keep up all the great work.

  • 5/5 Michelle M. 3 years ago on Google
    Recently moved to the area and was really worried about this surgery based on the reviews. My experience couldn't have been better! I registered online as a new patient and received a letter the following week calling me for a screening test I'm due. Really friendly staff on the phones offered me a quick appointment that suited my work hours. The appointment was on time, quick, virtually painless and with a very friendly nurse. Thank you for the great care!
    2 people found this review helpful 👍

  • 5/5 Natasha B. 2 years ago on Google
    Fiona and the whole team were extremely kind and helpful to my parents, who recently arrived from Ukraine. There were tons of information and paperwork to go through to properly register my parents on the system and start providing the right care for them and I honestly don’t know how I would manage without this selfless attitude from Blackheath Standard Surgery tram! Fiona and the team went out of their way for us at every step to provide the best possible and efficient care for us. Thank you!!
    2 people found this review helpful 👍

  • 1/5 Lee D. 1 year ago on Google
    I've been looking at changing my GP and have been searching through the various surgeries across Lewisham and the upshot appears to be the same sorry story - ridiculous telephone waiting times, incompetent and rude reception staff - of which surgeries seem to have a surfeit of these self-important, curt and disinterested harridans, and hardly any actual medical staff. Then factor in pompous practice managers who lie and suggest patients are cretins, and you have a creaking, wretched system that was close to collapse before Covid, not aided by constant Government interference via CCG tinkering, but now the pandemic has broken NHS provision and delivery in Lewisham, leaving us patients adrift and treated as pariahs.
    2 people found this review helpful 👍

  • 1/5 Bella H. 2 years ago on Google
    Awful nurse. Made a really insensitive comment. Was really shocked by her lack of compassion and people skills.
    1 person found this review helpful 👍

  • 1/5 Red R. 1 year ago on Google
    The worst surgery I ever had to deal with. GP owner and son are arrogant and money oriented individuals. The last straw was my recent discovery that surgery failed to inform me of an important diagnosis which I only found out about it when I requested my medical records. The surgery is clearly taking on more patients than they can manage as they make money on the number of registered patients. Their GPs are mostly trainees (another way to make/save money), and Their reception team is significantly under staffed and therefore they are under pressure, stressed and unsurprisingly rude and aggressive. AVOID this surgery at all costs!
    1 person found this review helpful 👍

  • 1/5 Tom G. 6 months ago on Google
    Embarrassing. The amount of time they spend going in circles dangling the possibility of an appointment over people’s heads is maybe why you’re so busy! It’s impossible to believe there isn’t some form of sad amusement going on here. I’m now on attempt 4 in week 4 and I’m almost looking forward to what excuse they will come up with this time! Such fun!
    1 person found this review helpful 👍

  • 1/5 Andrea M. 2 years ago on Google
    I wouldn’t go back to this Surgery if it was the last on the entire planet. I was verbally abused and physically hurt by the most unprofessional nurse I ever had the displeasure to encounter. And I should mention that she NEVER changed her gloves but she did use her hand to: - write on the computer - use the phone to call a doctor - open instruments - examine me - throw away instruments - back to the computer She half refused to give me the examination I WAS CALLED BY THEM TO GET and only gave me (repeat) prescription after I insisted for a while (apparently it’s not her job...). If this is how a nurse behaves, don’t even want to know how GPs are. I changed practice faster than the wind from the East.
    1 person found this review helpful 👍

  • 5/5 Sowmya R. 6 months ago on Google • 3 reviews
    Im surprised by the number of negative comments. We moved to this surgery 2 years ago and not once did we have to wait too long for appointments or for anyother information we needed from surgery. The staff are very helpful and provide you with the information needed.

  • 1/5 Debbie J. 1 year ago on Google
    This must be the worst surgery in this area my husbands appointment was at 3pm he got called in at 3.40pm and was told by the doctor that he called him twice we were sat about 5 feet away from his room my husband called him a liar but he would not have it. I was with my husband and he never called him would not recommend this surgery to anyone the only reason it got one star was so i could write this review

  • 1/5 Deborah M. 1 year ago on Google
    If there was a zero, this surgery deserves it. You have to call at 8am each morning to get an appointment, whether it's urgent or not! I just need an appointment. No flexibility, no triage, not offered any other solutions to your predicament. Needs to get into the digital age and sort themselves out

  • 5/5 Sarah M. 1 year ago on Google
    I am aware there is a lot of negative reviews but I can say it’s a much better surgery than I’ve been used to! I’ve only been treated with kindness and care here. I am sure everyone working there is stretched and working very hard. It’s a tough job. Thank you all the staff at blackheath standard surgery :-)

  • 1/5 Dominic R. 1 year ago on Google
    This is possibly the worst GP in London. 1. Waiting times to book an appointment are astonishing you can be waiting 45 mins to 3 hrs. And then they rarely have appointment in the 2 week window they are allowed to allocate appointments. 2. To get a referral to the hospital for scans is like pulling teeth. Your lucky is you get one. 3. Getting updates on your hospital results is long I had a hospital scan back in may 2022 I’ve only now dec 22 received a letter telling me to come in and discuss my results. 4. My father had an appointment at 3pm with doctor Van Bui. He did not enter the surgery until 330pm. While waiting outside the office we could hear the doctor talking to his wife. We weren’t seen for a further 15mins with no apology. 5. Dr N Patel is quite possibly the rudest and most unreliable doctor in the surgery. 6. They have lost my medical records in the past when transferring to a new surgery. Inefficient, unreliable, no courtesy, absolute shambles of a surgery. Avoid with a large barge pole!

  • 1/5 I hear you calling M. 2 years ago on Google
    I tried to register in June and they gave me a call to complete my registration late September. imagine if I was having an emergency and needed to use their services … definitely AVOID

  • 1/5 Megan’s N. 1 year ago on Google
    Very rude receptionist, bad attitude careless and heartless , worst GP i ever seen. My mum suffer so bad from this bad Surgery as they keep messing her prescription. Every we request the medication, they ignored the request and delayed cause many unnecessary stresses and health issues. Everytime we call them, the way they talk like they want to hang up the phone immediately as they dont care or listen to patient. Anyone know how to move to different surgery? Im sick of this surgery to be honest.

  • 1/5 Ash S. 1 year ago on Google
    The gp’s are amazing but most of the reception staff are rude and arrogant and spend most there time chatting to each other than answering phone calls . If you have an issue the same contact Jackie the practice manager she is supportive and knows there is issues there and is doing her best to resolve this .

  • 5/5 Ashley F. 1 year ago on Google
    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 struggled getting appointments with my previous surgery and this surgery is amazing its clean and tidy and most of all they explain why you cannot get something done other than saying no . A big thank you to tanya and Sharon T .

  • 1/5 Richard c. 2 years ago on Google
    They are making crawl and beg for my meds. I have been trying to get them for a week now. I have visited the surgery 3 times, spent hours on the phone trying to get through. The staff are absolutely unhelpful . All be cause I wanted to reduce my medication. I have run out now and they really couldn’t care.

  • 1/5 Kev K. 2 years ago on Google
    Messed up my repeat prescription to Boots, not the first time. Printed for collection instead of sending to Boots. When I questioned why, I was accused of shouting! of which I certainly didn't. Change of tone yes. Very rude and very very unprofessional. Will be looking for a new doctors. Awful customer service.

  • 1/5 Shoshana K. 2 years ago on Google
    I spoke to Many at reception and she refused to give me an appointment for my baby who has a rash on her eyes. I dont usually complain but they are meant to be a public healthcare provider but are not performing their basic function. The manager/administrator of this surgery needs to be held accountable for the standard of service they are providing - I can't believe this surgery has been running like this for years. Who is responsible for this surgery? They are doing a disservice and are an injustice to the entire community and should be ashamed of themselves. If they can't provide appointments then they are an absolute waste of local resources. The surgery run a racket (which is quite frankly criminal) where the receptionists refuse to book you an appointment, and tell you that you have to call at 8am in the morning to book. Then reception don't answer the phones until 9am and tell you there are no appointments left. What's the point in having an NHS if they cant even provide a service for babies??

  • 1/5 Radita T. 2 years ago on Google
    Today I had the worst smear test in my life. The nurse used the same gloves to come to the reception room, to open the door, to write on the computer and to do the smear test. She even had a problem with the fact that I brought my 3 years old daughter with me. To book my smear test I had to call for 2 weeks, I had to wait for 30-50 minutes each time, once I was even transferred to another patient. I don’t know how where they able to do that. This is the worst GP ever, everyone is so rude. This was my first appointment face-to-face at this GP but definitely my last one.

  • 1/5 Louis R. 4 months ago on Google • 1 review
    When you have 120 reviews and you seem only to get 1 stars regardless of you sector one would think that you would take a step back and review the patient process. Sadly my experience isn’t even worth the detail but it was bad enough to want to leave a review. I hope anyone who is unwell and has to deal with this GP is better off than me.
    7 people found this review helpful 👍

  • 1/5 Daniel 2 months ago on Google • 2 reviews New
    Service is quite awful. Reception staff are generally unhelpful and seem to think it's an imposition to talk to patients. The GPs are of variable quality. Appointments are rarely on time, and the nursing staff are atrociously bad. I watched as a mother with a small child was kept waiting more than 45 minutes because a nurse was apparently writing up notes from a prior patient. For 45 minutes. I gather the infant needed an injection - I heard this as the parent begged reception to be seen. Rather than quickly administer an injection, the nurse made mother and child wait. I watched - my appointment was late too - as this poor mother eventually gave up and left. To do this to a mother and child is disgusting. My appointment was almost an hour late. I am now looking for another surgery.
    1 person found this review helpful 👍

  • 1/5 Ashley S. 2 months ago on Google • 2 reviews New
    poor service as usual reception staff had no interest in taking serious information after being on hold for 30+ mins caller number 14 yet when mentioned about previous cancer history and the symptoms i am going through there next available appointment was in two days what a joke i speak to a dr who doesnt care and a reception member of staff who thinks she knows what is a priority and whats not that place is a joke they need a serious investigation done from someone independent to do an assessment of who the NHS is employing .
    1 person found this review helpful 👍

  • 5/5 Alexa S. 5 months ago on Google • 2 reviews
    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. Reasonable answers, strict, but helpful people. I will recommend.

  • 5/5 Andrew B. 5 months ago on Google • 2 reviews
    Great team in reception. Really helpful and always friendly. Met different GP’s and the nurse over the years and always been happy but the last one Dr Patel I found was really arrogant, dismissive and condescending- wouldn’t go back so have moved surgeries.


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