If I could leave no stars I would. This practice is beyond terrible. It take around an hour to get through to the reception which quite frankly are totally clueless. The operations manager is way out of her depth and doesn't have the basic understanding of how the surgery should be run. I finally got to see someone who claimed to be a doctor I really don't think he has ever qualified. Being given a toy doctor's set does not make you a doctor. I knew more than he did. I have had enough of the lies and gross incompetencey of the practice that I have reported them officially to the Care Quality Commission who after telling them what was going on are completely disgusted. It has taken me more than two weeks of calling and getting to the point of giving up the will to live and several emails I finally got a n embarrassement of a doctor visit that I had to throw out. Because of all there stupidity I was rushed to hospital as bd spent all night in a and E where I was given extremely good care. Nit that it's something that Nelson medical practice would know. Never have anything to do with this place there beyond dangerous and they don't have the merest of care anywhere amoungst them.

I have been having this surgery for years and nothing has changed. I do not understand what kind of training the receptionists received. Every time the same impossible attitude and this morning one of the worst one. You need to hire a better staff or at least someone who actually care about patients. If we call the surgery is because we need assistance and help not because we need more stress. And I assure you, you are giving me so much anxiety and stress for how inadeguate your staff is that you cannot immagine..and from the reviews that I see, I am not the only one.

One word sums up my experience: Ineptitude. Staff were unable to process a simple blood test request. Not once but three times! That is not to say the staff were in any way unpleasant, merely incapable.

Appalling phone service. Was placed in a que of over 30, stayed on the call for over 1 hour. Was so frustrated by the time my turn come, someone at reception picked up the phone, who kept interrupting me mid-sentence and I had to repeat my details so many times to her as she couldn’t hear and then was rude enough to shut the phone on me and didn’t even bother calling me back. Was really disappointed with this low level of service.

Fantastic GP surgery & staff! Facilities are modern, clean, with everything you need including a car park, pharmacy, Costa coffee, physio, blood test centre, Moorfields eye centre and many other services so all very handy to have in one place and local! I’ve always been able to get a same day appointment when calling at 8am (and even when calling later in the morning on rare occasions). All receptionists and doctors are friendly, caring and helpful. Having been registered at practices in the past where it was impossible to get appointments and staff were not friendly, I couldn’t recommend more this practice. Thank you for your constant care towards patients and special thanks to Erica, Emma & Rosie from the reception & admin teams for your deep care in recent months.

Today I went to get registered as a temporary patient and received excellent service from the young lady at the upstairs reception. I have to get some stitches removed on Monday but it was explained to me that the registration is unlikely to be effective by then and also that Monday is a bank holiday. I handed in the form hoping at least by Tuesday it would have gone through. Then within one hour of reaching home I got a call from the same lady with the good news that they have managed to do the registration and she gave me an appointment on Monday at a different clinic in Mitcham. I am amazed at the efficient service and in particular with the way in which the receptionist went the extra mile to be helpful;a lesson for every receptionist in surgeries.

I will go for an different GP. This practice is really very bad. Doctor Olivia is very rude not preparate, but all the GP doctors in this practice they are not seams to be preparate to be aGP. I had a mouth infection for 3 months and they never want to see me. I have to go for a private doctor. Nurses are polite and nice.

Unprofessional reception experience. I needed a "Linkage Code" to use the Pearl App as requested by a local pharmacy. The telephone queue had 19 people ahead of me so I visited reception. Instead of administering my request simply, I was told argumentatively that I only need the code for the Patient Access App despite it being requested by the alternative app (to get access to the NHS system). I was also told they would not have issued one over the phone anyway, not that I had asked or had any expectation other than to be advised how I should progress my request. The service was obstructive and there was no effort to help me constructively. The obviously frustrated receptionist then went to ask someone else who came to reception and simply supported her colleague and repetitively refused to let me finish a single sentence of explanation without interrupting, even after being asked politely to do so several times. Eventually, they resolved to send me the Linkage Code by email (it turns our I was already registered) which could have been done within the first 30 seconds. It appears to me the practice is overwhelmed and some staff are failing to cope. I feel sorry for those patients less calm, concise and tenacious than me and urge strongly that customer facing staff stop projecting their cognitive biases and frustrations at patients and are supported and retrained if necessary. The experience was most unpleasant and unnecessary and the consequence is this poor review which is easier for me and may be more effective than a formal complaint. EDIT: In contrast, my medical review today with Dr Durgam was professional, thorough and pleasant.

Shocking service! They have always been lovely and helpful however things have clearly changed. I called up to say I've been having a painful lumpy area in my stomach I was then told a DOCTOR will call me back.. waited all day to be called by someone called "Emma" who was very rude to be told I can get an appointment in 20 days or I can go to some other place in Mitcham the doctors didn't even care to atleast call and ask further she then shut the phone without even waiting for my decision ... called up again another person picked up again shut the phone without actually booking me in... disgusting service from these people its actually shocking how they have no basic human manners within them its actually shocking..

This GP surgery doesn't even deserve a one star been calling for 2-days solid just to keep putting the phone down did a call back answered it put the phone down I have three children very poorly including myself absolutely disgraceful so now I'm going to have to take my children to a and e and tell them why I've had to go there because my own GP surgery can't be bothered to pick up the phone to speak to people

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.

Always had great experiences with this practice since we registered 6 years ago. Have never had an issue getting an appointment, including during Covid. When calling for my baby son I have received a call back very quickly or had a scheduled appointment that day. Doctors extremely helpful and knowledgeable and have booked appointments to follow up a few weeks later. Huge thanks to the practice, especially during what must have been a very stressful time for them all. The level of care and patience has been consistent and of a high standard

I have always been see by good doctors. The only issues is that any appointments need to be triage by a doctor phone call before. I miss the face to face appointments.

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.

I won’t suggest registering here. I needed immediate help from the GP during my pregnancy but GP refused to see. Because of running between the GP practise & hospital, my health got really affected.

Upon conclusion of this year I would like to express my thanks to the whole medical and administrative staff of Nelson Medical Practice. I have been registered here for 2 years and received help and attention, during this difficult for the NHS times. I wish you all the best and I hope that you will continue the good work and keep improving your services to the benefit of local community.

Telephone booking system is terrible. Nine (9) options after first lisening to many, many alternative suggestions. I forgot which number I need by the time I have heard all nine options. Wait and wait eventually get to speak after long slow queue count down. Nice lady answers, I can hardly hear her so turn up my volume. When nice lady goes away, music so loud, screechy and electronic I have to turn down volume. Volume up again when nice lady comes back after a long time. Twenty-six minutes later, she can't make an appointment because nurse not available. Nurse will call back to make an appintment in six days time. Nice lady was really not sure what she was doing. Appointment system that cannot give appointments. What a shambles.

Called at 08:01 this morning and had 28 people in front of me, I was 100% expecting for there to be no appointments left by the time I got to the front. However, Genevieve picked up the phone and was so friendly and understanding. She booked me in for a telephone appointment same day & wished me a speedy recovery. Thank you Genevieve ☺️

This visit was arranged by my clients with dementia by her daughter. This was my first visit. The building large and entrance welcoming. Direction and signs for different areas clear. You must bring your letter for an appointment otherwise reception on the ground floor cannot help you because there is no computer to check for an appointment. Was told it was a hospital system. The reception was lucky I am CareGiver so.dealt with the situation professional. I was asking the question and solving the answer. Lifts in working order and clean. Found the areas for clients with dementia needed the receptionist approach was very different and very helpful

Great medical service provider. Very rare these days. It's great that the phlebotomy service is fairly fast moving, and even when they say there's an hour's wait, it's less. Phlebotomists are quite nice. There's a Costa on site.

Moved here when we moved from Putney, where our (15 years) GP had totally fallen apart - unable to provide any service. Nelson is a huge asset to the local community - facilities are so modern and nice, staff are always very helpful, much easier to see someone here than anywhere else, and great efficiencies with things like blood tests on site. Excellent.

First experience at the Nelson was being born In 1948. Since then I’ve had broken bones set, cuts stitched . I’ve always have had 1st class service . I like the idea when you phone for an appointment you can get a callback Saves having to hang on. My last visit was to have a flu jab.

The receptionist and my GP Carolyn have been really helpful. I always really feel that Carolyn is listening, and she is always kind, calm, and helpful and sends me to where I need to go. It can be hard to get an appointment, etc, but understandable considering what the NHS is going through!

Very good experience with both the reception team and GP today. Called at just after 8:00am, asked if I could have a call with a GP, call was arranged for 12:30. Doctor called on time, and was very professional. Advised I could come into the practice this afternoon or submit a photo for review. I opted for the photo. All done and prescription waiting for me. I have had some negative experiences but today was a very positive one so thought I’d share.

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.

Great medical practice. Registered here when I moved to the area 2 years ago. I have no complaints. Have managed to get apts when I have needed to and blood tests done when requested (yes I have to wait on the phone or the odd time I have been cut off however this is the NHS and is a free service all of which are overwhelmed throughout the country) Staff always pleasant to deal with. V clean practice. Would highly recommend.

Trying to make a routine non urgent appt. Firstly find the number saved in my phone directory must have changed as after days of selecting options and being cut off, I looked online and spotted a different number. Online the same number is given for every kind of appointment listed. The answer system is the same. Nurse option or not. A routine mammogram can be booked online in seconds but a routine smear test cannot. For those of us who cannot use a mobile in work waiting in a queue of 30 or for a call back is not an option. And in any case booking a smear test is not something we want people listening into at work, home or on the bus! If you read this and there is an alternative venue to book this, please, please can you advise accordingly as its just too tricky to arrange at the practice. Edit: Have called at different times of day, eg. lunch hour and still 30 people in queue.