Update: The reception staff have been very kind and helpful during my recent interactions with them. I no longer dread having to call for an appointment. I'm not sure if the staff have changed, but they really are a pleasure to talk to and are very patient and kind! Well done Longcroft. My husband who has always been susceptible to 'white coat syndrome' has seen a brilliant Advanced Clinical Practitioner called Dr. Covelen who has helped him significantly! I myself also saw a doctor (a while ago now) who made a good call and as a result I was taken to A&E for immediate treatment. Dr Ray has also been very kind and is very good at making her patients feel at ease and well looked after. She has been brilliant! Original review: There are a few really good doctors at this surgery and some awful ones. The reception staff on the whole are pretty cold and unsympathetic. Working at a GP surgery or indeed anywhere in the NHS requires a level of empathy and understanding towards people receiving treatment. I understand that there are lots of people who complain and so after a time of working in this line of work, you may build a small wall to protect yourself from being upset on a daily basis. However I don't believe this wall needs to be so thick that you cannot offer sympathy and understanding or even just common human decency. The lady I spoke to was robotic and unconcerned, just not what you need when you are recovering from surgery. Having worked for the NHS myself I know it is possible to treat people as individuals without having to give too much of yourself. I suggest some of the employees at this clinic consider a different line of work.

WORST GP IN SURREY! I have unfortunately had the pleasure of being under the care of the Longcroft Clinic for over 10 years (not by choice, we are unable to change due to catchment area) I have had uncountable incidents with them, the most recent being the surgery stopping the medication that I have been taking for years and rely on without any reason whatsoever. After a WEEK of trying to get hold of the useless reception team I have ended up in hospital as a result of not having my medication and am still battling to get hold of them, being pregnant this is an added stress that is not needed! I would like to personally shout out the reception team who worked on 18/03/2022 as I was on hold for over 2 hours for someone to pick up the phone, not say anything and cut the line! I called straight back and was yet again 10th in the queue. Reception must remember they are not doctors so do not have the right to ask us numerous questions as to why we need an appointment (that's when they actually answer the phone), and the Doctors must remember they are not above the general public and look down on us like they are, your job is to help and support, not to make us feel shi**er once speaking to you! The only good experience I have had at this godawful surgery is when I've met with doctors who are covering at the site. If you are thinking of using this surgery think twice! Until a whole new reception team is hired who have manners, can hold a polite conversation and actually want to help, and doctors who actually have time for you and aren't moody are employed I will not have anything good to say about this GP!

UPDATE TO THE REVIEW BELOW: There has been such an improvement to the reception ‘experience’ since my previous review that it is on.y right to say so. Although getting through on the phone is still challenging, once the phone is answered the treatment is warm and helpful. You feel the staff are genuinely there to help you rather than get rid of you as quickly as possible as was my experience previously. Thank you to all the staff who have worked to make the change. ORIGINALLY A ONE STAR REVIEW: The reception staff are let down by one particularly abrupt and unhelpful receptionist. Words she could include in her vocabulary - even if she is stressed and busy - are 'please' 'thankyou' and 'goodbye'. When patients ring they are also usually stressed and may be anxious and unsure. A kind voice and friendly tone would go a long way to improve the service being offered. If as a receptionist you cannot muster interest or concern for your clients and you treat them (even the polite and courteous ones) like a nuisance you are doing the patients and the practice a disservice. I do want to say though that one younger member of staff is particularly helpful and more importantly seems to understand her job is there to be a frontline person to assist the patients to access the help they need.

Doctors are very professional and high quality, but in the last year or so my father has reported rudeness, grumpiness and barely competent assistance from reception. who currently (May 22) treat patients as a massive inconvenience. My 90 YO dad was really left to struggle with the auto bp machine, before one huffed into finally pressing a button for him - only eventually and clearly reluctantly helping him a bit. Really impolite regularly on the phone, and leisurely in aid. Used to be very proactive and helpful to the elderly but not any more, this lady is very snappy. Would change surgery if we could.

A total joke. Holiday tomorrow so sorting meds. Have misplaced one. Chemist tell me to go to practise. Arrive to see a woman in tears arguing with staff about a sample. When I try to explain my situation to e receptionist she's not Interested and 'can't guarantee' a prescription today. I tell her that's not good enough and she says she will give it to the woman doing prescriptions. I leave. 5 minutes later my mobile rings from longcroft and an unidentified woman starts telling me off for being rude. I tell her I wasn't several times until I say are you going to do my scrip? She actually said 'if you say please', a supposed health professional! An hour later I went back in and the first one pretended not to recognise me until I asked if my scrip was done and why she had told the other one I was rude to her, that set her off saying I was. In the end I walked out and went to chemists. They had not sent the prescription. Trust me its not just me, my daughter left the practise because of the way they spoke to her and their is a public meeting on October 14th todiscuss this places appalling patient/customer service. Its disgusting.

Difficult system a send a message. Had to re register for a repeat prescription, incredibly difficult I will have to call the surgery in the end to sort it all out. The old system of repeat prescriptions was working fine. Now, I have had to re register with lots of issues and still no resolutions. I have spent over an hour trying to do this and nothing is resolved. Cannot leave a simple message either. A complicated system for a simple task. A lot more admin involved and phone calls to the surgery to sort this out. Very Disappointed.

Posting under an alias. This GP Practice is truly shocking. I have been going here my whole life and fortunately I’m not someone who needs to use here often, but when I do, I brace myself. I’ve just been on hold for over an hour (1 hour 8 minutes to be precise) and it cut me off because I assume it’s their lunch break. Speaking to a human and booking an appt is harder than breaking into Fort Knox. I can’t wait to move house so that I can be rid of this woeful practice.

Trying to make contact with Surgery has become a joke! No on-line contact form any more, no option to speak to pharmacist any more, tried phoning numerous times over last two days, holding on up to 40 mins. Managed to get thru yesterday and initially spoke to a very abrupt, bordering rude receptionist. Drs are good if you are eventually lucky enough to speak to them.

Doctors are great. Dr Kugan is our doctor and she does a brilliant job. But the reception team and their appointment system very badly lets this surgery down. On average it takes about 45 to 50 mins to get a call answered. Receptionists are rude, unsymapthetic and abrupt. Words like 'Thankyou' 'Please' or 'Sorry' do not exist in their vocabulary. They act like they are doing us a favour. During COVID, the online messaging system worked perfectly well but now that has been taken away.

I am truly amazed every time I call this surgery the staff get ruder and ruder. I have never spoken to ruder receptionists in my life. They also seem incapable of carrying out simple requests, I had to call multiple times to try and get the simplist things sorted which should have been sorted the first time. Longcroft, please train your receptionists in simple skills and basic manners. Receptionists, cheer up!

They had typed in a random Mobile number and saved that on my records. All my personal test results were sent to a random man up north for years. I called the man and he said he had told them four times to stop. He even sent me screenshots, and they had ignored him. Unbelievably unprofessional and against patient confidentiality. After it was so called sorted, I still was withheld results of a blood test. I called up and a rude receptionist who was sighing and sounds like she doesn’t want to be there said there was nothing wrong so they didn’t send me results. After prying for more information she said my cholesterol was in fact higher than normal. Next issue was that my repeat prescription was ignored and there was no explanation for it. I went to my pharmacy twice and it wasn’t there. Took two weeks to send it. No good experiences here ever. Patient for 20 years.

I can only speak from my experience & I recognise not everyone is comfortable using an online portal. Each time I have booked an appointment I have received a call (urgency dependant) within a reasonable amount of time. My Doctor is Dr Ray, who has been excellent with everything I have thrown her way. My son and wife have always been seen promptly, and cared for very well.

REVIEW UPDATE Having submitted feedback on their online form I'm pleased to say that the was called back within an hours time by the reception manager who apologised and offered me an appointment the same day in the afternoon as she said if it is a suspected ear infection then a patient should be seen on the same day. I am impressed that they do monitor and respond to this feedback promptly so I would advise anyone else who has had a similar problem to let the know as it looks like they will deal with it and get the problem sorted. ********* Some other reviewers suggest that you can call up for a same day appointment. This no longer seems to be the case. In fact I couldn't get a appointment here at all and have to go to another surgery in 3 days time. I called when the surgery opened as I had extreme ear pain. I was advised to go to specsavers(!!). I know they do check ear problems and remove wax (for £55!) but they do not treat infections so I would have had a wasted trip and been directed back to my GP again anyway! I know the NHS is stretched but I shouldn't have to be directed to a private company to pay for medical treatment. I explained that I'd already had wax removal so it was likely to be an infection. I was informed there were no appointments available at all apart from Saturday at another clinic. I took this option as there appeared to be no other! What is my option if it gets worse in the next 3 days? A&E I suppose? At my previous surgery in sutton you could always get same day appointments if you called up first thing with simple issues like ear infection/throat infection/UTI etc, even during the Covid crisis as the practice nurse would see you. I'm not sure if Longcroft are going through some crisis but apparently this practice needs some serious support if they can no longer offer basic medical care to patients registered with them. I understand things are difficult at the moment but I have always received very good health care from the NHS in the past, even during covid. Either this clinic has a serious issue or things are just going downhill generally. Having spoken to other people it seems that most people are able to get some day appointments for similar problems at their surgeries so I think it must be a Longcroft issue. I have sent them feedback so we will see what they say and I will happily update my review.

My 93 yo mother has tried to call to get appts to see and speak to real people and all she gets is you are 10th in the queue or 2nd in the queue and then gets cut off after 30/45 mins. Is this really the best that can be offered to the aged members of our society? Seriously …. Does anyone care or is is it just that we wait for the oldest cohort to die and stop being a PITA for wanting some attention to their health problems?

Having recently moved to the area I registered with Longcroft Clinic, though I was concerned about some of the negative reviews. However, my experiences so far have been all very good. They helped me with the registration, the pharmacist reviewed any medication I use, and the reception staff have all been very helpful and pleasant. An appointment I had today with Mr. Miniandee was very thorough and a prescription I needed was sent directly to a pharmacy in town and was ready within minutes. While waiting for my appointment I was saddened to witness two patients being unpleasant to the receptionists because their prescriptions were not ready when they expected them. We are extremely lucky to have these free NHS clinics, close to home, that provide such a variety of excellent services.

I was on time for my 1 year old child’s appointment. After waiting for 35 minutes, I checked with the receptionist and was told that there were two more patients before us and so it’s up to me whether I would like to wait (which could take up to another hour!). I understand the need to be thorough as a doctor, but keeping the vulnerable patients wait for 1.5 hours for an appointment is just not acceptable!

I went into the surgery today to get an appointment for my wife. I could see that they very busy (the surgery was full) the receptionist went out of her way to help me due to the slots being full but the receptionist managed to get my wife an appointment with the nurse later in the afternoon. I really really thank them for trying all the means possible and finally getting an appointment. Excellent receptionist and well done the Longcroft. Thank you. Visited July 2023

I've been with this practice for years. All of the doctors I've dealt with have empathy and have only ever shown me kindness. Dr Ray has been a great support to me and my family. The reception staff are clearly under immense pressure but they always do their very best to help with appointments and medication requests. I'm so puzzled at some of these reviews. Not my experience at all.

When you can see someone they are good, trying to get an appointment is terrible half hour in the call queue had to go as at work, try calling on my lunch their lines aren't open. Were a bit better when partnered with Livi could actually talk to a doctor within a day or two but apparently they have ended that. Trying to talk to someone about an ongoing condition but no luck 4th try might be lucky.

I recently had the privilege of being under the care of Dr. Ray, and I am absolutely thrilled to share my exceptional experience. From the moment I stepped into the office, I knew I was in good hands. Dr. Ray's unparalleled expertise, compassionate demeanour, and unwavering commitment to patient well-being make her an absolute gem in the medical field. Dr. Ray's knowledge is not just profound, but it's also up-to-date with the latest advancements in her field. Her ability to explain complex medical concepts in a simple and relatable manner is truly commendable. She takes the time to ensure that her patients are well-informed and comfortable with their treatment plans, fostering a sense of trust that is incredibly rare to find. What sets Dr. Ray apart is her genuine compassion and attentiveness to her patients' needs. During my consultation, I felt heard and valued as an individual. Dr. Ray actively listened to my concerns, taking a holistic approach to my health and well-being. This personalised attention made me feel like I wasn't just another patient, but a partner in my own healthcare journey. Furthermore, Dr. Ray's ability to create a warm and welcoming environment is truly remarkable. Going to a medical appointment can often be nerve-wracking, but her friendly staff and soothing office ambiance immediately put me at ease. The overall experience was both calming and professional, setting the tone for a positive encounter. Dr. Ray's dedication to going above and beyond for her patients is evident in every aspect of her practice. From the meticulous attention to detail in diagnosis to the clear and comprehensive explanations of treatment options, she consistently strives for excellence. It's clear that Dr. Ray genuinely cares about her patients' well-being and takes pride in helping them achieve optimal health. I cannot recommend Dr. Ray highly enough. Her expertise, compassion, and dedication create an unparalleled healthcare experience. If you're looking for a medical professional who treats you as an individual, values your input, and is truly committed to your well-being, Dr. Ray is the perfect choice. My experience with her has been nothing short of outstanding, and I am grateful to have found such an incredible doctor.

I just want to flag up Longcroft Clinic. During lockdown i had great support from one of the doctors who without their care and support my cancer would not have been found and thank god it was. I have had good service at this doctors and when it has been not face to face i have still had good response. i have been at this clinic for quite a few years and been happy so it is not just a one off. i just want to say thank you.

I cannot fault this place at all. The service they give is always good and polite. My family is rarely sick but when we are or my kids need jabs the service is quick and the doctors advice is fair and helpful.

After contacting online, a telephone consultation was arranged. Dr Pande called at the appointment time, and listened to my concerns about high blood pressure. He reviewed with me possible causes and options for treatment and has arranged tests. Excellent support from the Longcroft Clinic.

I moved to Banstead in May 2022 and registered at Longcross shortly after and I’m so glad I did. I was immediately sent for tests due to my age which my last doctor didn’t even mention. It turned out I had Cancer in my prostate and I never knew a thing about it. I can’t thank the team at the Longcroft clinic enough, thx to Doctor Pande my Cancer was found early enough to deal with. I do understand people’s frustration when things don’t always go to plan and feelings can become unmanageable but I truly believe they are a really good team at Longcroft and are heads above other surgeries I’ve been too.

Have always had excellent care at the Longcroft Clinic. Staff go over and above to be kind and helpful and do the best they can. Nurse Jackie made me a very welcome cup of tea just when I needed it! Feel I can rely on the Clinic for help.

I've been a patient at the Longcroft for many years & have always found the reception staff at the surgery helpful & efficient. Today I received help & advice from their Pharmacist. This was a new option to me which I found very helpful 👍

I saw a doctor there today. I was dreading the visit. Such a cool doctor! Felt at ease straight away and was able to openly discuss things which didn't think I was capable of doing. Seems most the reviews aren't that positive but I can only go by my experience.

I have had an excellent service from the Longcroft Clinic. Very helpful and my issues were dealt with beyond my expectations. When I read the negative reviews I draw the conclusion that the Longcroft is doing the best it can given the resource constraints put upon it by the Government (that is the missing star!!) and perhaps people should look at root causes and ensure we have a government that properly supports the NHS and care system.

To all concerned. Please take the time to read my review. Thank you. I left my last Doctor because they were not very good and despite repeated appointments my health was still in decline. I signed on with the Longcroft as my local sugery. My call was answered promply by a very warm and friendly voice I explained my situation and some of my symptoms and was asked to attend to fill out the forms. I was greeted by a very warm and friendly receptionist the same lady I intially spoke to. Signing on very straight forward. To my very good fortune I was assigned Dr Kugan, who after reading my notes called me the same day and asked me to call into the surgery. Dr Kugan made me feel important and at ease, not just another patient, Without going into personal details, I was immediately refered to the Rapid dianostic clinic. Without Dr Kugans prompt actions, I dread to think what might have happened Thanks to the care and attention I received from Dr Kugan and the team at Longcroft I am now recieving the appropriate treatment. On a recent trip I took a turn for the worse, I called the Clinic and was again treated with the up most care and concern from the receptionist, I requested an emergency telephone appointment, Dr Nathan made the time to call me back, I cannot say what a relief it was to be reasurred and taken seriously, help was at hand. I cannot thank you all enough. Kind Regards, Peter.

The Longcroft has been my surgery for many years and I must say I would not recognise it from some of the reviews left on here. I have always been seen promptly and courteously [phone in the morning, appointment in the afternoon !] including a recent health scare where a hospital scan was required and attained within 10 days... the GP follow up was immediate. I am thankful for having a very competent and able surgery within 5 minutes of home, thank you.

Really rubbish. Reception are too loud and you can hear all the conversations between patients and Reception, privacy is limited as sound does echo a bit. Doctors need more training I think there I wouldn't call them Doctors at all. Utter useless gp surgery, definitely the worst one I've been too

Surprisingly Dr Pearson was very nice. Very professional and informative. Putting my mind at rest.

Turned up for the walk in clinic for the flu jab today, Saturday 2nd October. Expected a long wait, but in and out in less than 5 minutes. Excellent service! Well done Longcroft.