I don't often take the time to write a review but after my experience yesterday I feel an obligation to caution other patients and hope that the practice views this and makes constructive changes to their booking process. It is almost impossible to get a booking for children under 1, there is no online option to do this and all appointments need to be done via telephone. Yesterday I attempted to make an appointment for my 8 month old son, I called and waited 75 mins to speak to reception who told me despite waiting all that time I needed to call back in 25 mins for new appointments to open. Reluctantly I tried again in 25 mins and had to try for 40 mins as the lines were too busy. I finally got into the waiting queue and proceeded to wait a further 58 mins to only be told to call back again at 8am the next day as all appointments were now full. Eventually I had to resort to calling 111. It should not be this difficult to seek medical care for a child. The receptionist showed no compassion or care to the fact that I had a poorly 8 month old nor the fact I'd spent almost all day just trying to get an appointment. This is disgraceful and I would certainly not recommend this practice to any parent or patient seeking care!

If only there was a 0 star option. So we can’t use the NHS app, we can’t go online, we can’t call without getting told you’re too busy and getting cut off. So please explain how anyone is supposed to do anything? We need healthcare and we get turned away 30 seconds into calling. Absolute sham. Last time after being cut off the phone after being on hold for 45 minutes I had to travel to the building and actually speak to a human being but they’re all equally as rude and dismissive. I have moved areas and all I want to do is ask about transferring my prescription to another pharmacy but I’ve been calling for 2 days. Continually cut off as soon as I dial the number. This is easily one of the most useless services. Definitely why Epsom is in the top 10 most miserable places to live 😂.

impossible to comment on the quality of the healthcare as the new system makes it impossible to book an appointment. They've limited filling out online forms to certain hours of the day (not including any hours when convenient for a working person). What moron thought that was how the internet works? If you want to book out of hours you are directed to the NHS app. Going there tells you that you have to book through the surgery. terrible

I need to be honest. It's a really bad system on the phones so it's difficult to get hold of anyone. I usually need a good hour on hold to get through to the receptionists. Then that's only for a phonecall appointment. If you do manage to get a face to face appointment. It's really important to ask for a doctor without a trainee sitting in the room. I had one in with Doc Ivan once and it was like being seen to by different doctor. He was acting like he was showing off and he's usually a really decent guy. Sorry to have to write such a bad review.

The once excellent GP surgery serving the community, is now just another example of a failing public service. It’s moved to a digital only appointment system, that is ineffective and inherently excludes older/less able patients. This seems entirely intentional, as they seem unable to cope with demand. Yet it is the most vulnerable and needy who end up being excluded. I am a younger person comfortable with technology, and even I struggle to navigate the shoddy website, which is only accessible for a few hours a day. I feel sorry for the reception staff, who no doubt have to put up with constant complaints from frustrated patients. I question whether this is really about patient care, or a deliberate attempt to curb demand so the practice can meet arbitrary targets in the name of “efficiencies” This is the bleak reality of the NHS in 2023.

Impossible to book an urgent appointment or any appointment you will wait on phone for minimum 45mins before anyone answers. The actual Drs and nurses are really good its just a shame they are let down by poor practice management systems and minimal online automated options.

On Wednesday August 3rd I entered the surgery as a new client to make my first order of a repeat prescription. The lady on reception told me she could do it for me herself right there and went through all the questions needed etc. I was told this would take 2 days. I checked on the second day at the pharmacy, no luck. This happened again on the 3rd and the 4th day of waiting. Still no luck. I came down with COVID so I am stuck at home with no prescription. My partner went to check if it was ready yesterday, Monday August 8th. Nothing. I called the surgery this morning and tried to explain what’s happened. The lady was so abrupt and condescending with me I have never felt so patronised in my life. Her excuse was “we have new staff that don’t know the process” and continued to tell me what I ‘should’ve done’ rather than the staff being competent and knowing how to do their jobs correctly. She gave me absolutely no solution to my problem and I have gone days without having medication that I need. I am stuck at home with COVID unable to do anything about the situation. I am fearful to call back since I don’t want to deal with the blatant rudeness and unprofessionalism of the lady that I had the absolute displeasure of dealing with on the phone. This is my first experience with the surgery and I couldn’t be more disappointed.

Unbelievable. No reply to email for 8 days (but promising to reply in 48hours and I have confirmation, that they got my email). Trying to call is pointless. 8:00 the machine says "Sorry, we are open from 8:00" and drops your call. 8:01 answering machine says "unfortunately we experiencing high volume of calls, please try again later" and DROPS your call. No holding in queue, nothing. Same at 8:02 and so on. Calls just gets dropped. 12:30 they placed my call in the queue as number 10 and dropped when I was number 7. Reason? Not sure. Just dropped. The last time I was there about half year ago surgery was empty, no people allowed in, but receptionist walked around her collegues with a tray of coffee cups and did not seem that they in rush to do anything. No people at that time but I was made to wait while they typing in the computers God know what, so they could finally log in that I came. Rude, unwelcoming, very unfriendly. Should've left this surgery then, but will do now for sure. Not recommended for anyone and I been with them for more than 6 years. Enough.

Doctors are good if you can ever get to see/speak to one. Booking an appointment is very difficult as others have mentioned. The only step free access is via a fire escape from the downstairs toilet area and there is no lift to access any upstairs consultation rooms. I’m surprised this is acceptable.

Forget about this surgery, they won't pick up phone so you won't be able to get to see (not even by phone) a GP, so why joining a GP that you can't trust you will be able to use...yes facilities are new...no one uses them, we can't

Can never get through to reception let alone book an appointment. Waited 35 mins to get through once but when I told reception she said I was lucky it wasn't 45 mins

I want to explain to everyone how unhappy I am regarding their unprofessionalism service. On Monday 23/5/2022 I had a telephone meeting with the pharmacist I think Dr. Raki if I'm not mistaken, about an important treatment I follow. I was told that I would be contacted in the evening or at the latest the next day. Today 27/5/2022 I am still waiting for someone to contact me.

Just pray you never get sick and need to see a doctor. Honestly its ridiculous how bad it is. It seems to be a shock to them that sick people need to see a doctor, and need treatment.

Can't ever book any appointments I waited weeks for a appointment then to be told when I got the app I need to see a doctor what a complete waste of time

never answer the phone, always got like a 40 min wait and then you reach number 2 and it declines straight away. doctors r unhelpful

Very happy with the service to date when I visit the surgery. My appointment today was only for an ECG, but my circumstances required I get bloods done as well. To save me the time of going to Epsom hospital, my very lovely attending Nurse took it upon herself to do my bloods. A wonderful professional and equally wonderful person.

I tried to phone just to change contact details. Been in a queue for 30mins just to speak to receptionist. Absolutely DREADFUL service. Will definitely have to try to change surgery as its not acceptable especially if I had some one who was ill fortunately it was only change of contact details

I have been with this clinic for the last 22 years and started off with Dr(Mrs)Roberts as our GP. We have to date to remember when we didn’t get an appointment almost on the same day. We have had Dr Sharpe as our GP for I think the last 5-6 years and he is god sent!

Have now been on the phone in a queue for 40 minutes. I was number 9 when I started. I have been with this practice for a number of years and it has never been this bad trying to get an appointment. It is really outrageous and it they were a business they would be failing. I would suggest that they look at their appointment booking system urgently. I will be sharing my concerns with CQC,

Awful, awful experience. Spent the entire day trying to get hold of someone by phone as I need to get a reference for my son’s operation. After waiting 45 minutes finally when I get to the front of the queue the system hangs up on me. Now I'm back to number 10 and been waiting for over one and half hour!!!! This is unbelievable, in this day and age to experience such a terrible service. Been using practise for so many years and the only reason I am still with them is Dr. Ivan and his professionalism, otherwise its gone from bad to worse-super disappointing, not friendly and always rushing you when once in a blue moon you get hold of them.. I am very unhappy and frustrated, the whole day wasted and I haven't achieved anything. This is just so terribly bad.

I have to say once you navigate the system the service is very good. I regularly use the surgery for injections , and I have to say all the nurses are brilliant, I will mention Hazel as I see her the most. I made a mistake with my appointment, turned up on the wrong day , bumped into Hazel on the way out and mentioned it to her , she said no problem and saw me straight away in her own time !! I wouldn’t expect that to be the norm though . And a shout out to the receptionists I find them really pleasant and they go the extra mile, remember they don’t make the rules and procedures!!

Since Cunningham, Roberts and Houghton have gone, this place is pretty awful. Badly organised and fundamentally lacking in just about every department.

The best team in Epsom in my view... such fantastic care even during a pandemic i was treated so well and had such good care including a produdure at EGH.

Terrible service. Lowest of the low. Especially for children!!!!! Avoid if possible!!!!!!

The reviews are a bit harsh and reflect the old surgery. The new building offers a better working environment and things have improved. I have personally always been seen pretty quickly and have even received same day telephone appointments. One of the doctors was very diligent into referring me for a breast scan and a prompt blood test after noticing unusual symptoms. I was eventually cleared of all unusual symptoms. Dr Ivan Ratnayake is the best!

Shocking level of service, can never get through. When you have a confirmed appointment they are delayed with no explanation. Very unhelpful. AVOID

Phone line queue is often on but clearly unmanned. 5 years ago this was a decent surgery, they have way to many patients on the books and can't meet demand anymore.

Have been a patient here for more than 25 years and they have always provide an excellent service. The new surgery is very modern, the receptionist, nurses and doctors are very friendly and professional.

The receptionists and manager at this surgery are inexplicably rude and non-educated, however this does not include an extremely helpful and lovely lady Mette. If you need any help just go directly to her. Also once you do get through to any doctors here, they also seem very polite and helpful, good luck getting through the receptionists for anything first.

Ashley Centre Surgery used to be the best surgery in Surrey. Now it is the worst in Surrey. I don't believe it's anything to do with the current GP's working there, more to do with management and overall NHS. Under the new requirements, I emailed the surgery today at 8am to request an appointment to see my Dr, at my surgery. Within 8 mins I got a phone call back to say I can have a face to face appointment, just not at Ashley Centre Surgery. I have to see another Dr at a different surgery. When I enquired as to why this is, the response was, there was no more face to face appointments for today. I find that hard to believe as I sent my appointment request first thing at 8am, and already all appointments have gone. What is the point in registering with a surgery when you can't even see your own Dr.

Avoid like the plague. When you call at 8 they just say they are experiencing high call volume and disconnect you. When you try to call back later they say they are fully booked for the day. If you are lucky enough to receive an appointment, any concerns you have will be scoffed at and disregarded. The worst service I have ever seen in my life.

I’ve been with this surgery for just under a year and it’s shockingly bad. It’s been problem after problem - missing items on repeat prescriptions (every time), no response to emails and terrible phone service. Last time I was waiting just shy of 2 hours to talk to a receptionist who was patronising and rude. As a place for the sick and vulnerable the level of care is unacceptable, please do better!

Please report this gp through official NHS Complain suite! This way we together could change something! And prevent them keep being operational! If you can't provide service it might be better not to do it at all, then wasting peoples time.

Have only had excellent experiences with the Ashley Centre Surgery. They had printed my prescription out but we're closed so I couldn't get it from them. One of their lovely staff members literally walked it round to Boots for me so I could get my prescription before it closed. Brilliant

No care anymore , medication repeat prescriptions never on time , doctors not signing them , they only have a month to do it ? sitting on there desk , as don't receive emails anymore from chemist, have to pick up from the chemist first then drop to doctors 🙄

I've found the new online system very good so far. You get a prompt reply Only niggle so far is you can only send one reply. Robert Hannan