I have been attending this GP since I was 9/10 years old. I am now now 25 years old. I can confidently say that the service has truly gone down. At some point there has been a change in management. It used to be that you would be assigned a GP which helped with the continuation of care. Now fast forward more than 10 years later, It has become difficult to see a GP and when you do, you have to repeat your entire history because it is never the same GP you see. It becomes a merry go round in regards to what you are referred for - Treatment does not progress. The continuation of care has been decimated. Rather, you regress as a result and end up having to look for second opinion outside of the GP. It has been beyond frustrating dealing with this GP. I have directly observed how others have complained and been ignored, only to hear back from the surgery once they have registered to a new Surgery. I have directly observed how they have not paid true attention to patients resulting in patients nearly dying, if it had not been that they sought care outside of the GP. I do not take my words lightly when I say I am truly disappointed and have no trust in the surgery's abilities to reassure patients and/or progress the care given. I do not take it lightly that It genuinely feels like they would rather you die first before suggesting other means of care for you.

They don’t listen, they don’t care! They spend more time shutting you up talking at you than listening to you. Incredibly careless and cruel people! Each month there are new doctors. Awful awful experience. I have serious chronic health conditions I can’t get anyone to listen to me without interruption. Dr is telling me you have complex issues I say I know so give me double appointment so I can for once have someone listen and try to understand because all of this is related. He is refusing to refer me on while he says I have complex issues. They either gaslight you or shut you up rudely. Unbelievable, if I have complex issues that you cannot listen to or help me with why do you not refer me on to specialists? Why? Why are you torturing me? I’m more sick with painkillers! I’m going to take legal actions I cannot take this anymore!

Something has happened to the surgery in recent months. I am not too sure what is happening behind the scenes but I urge whoever is in charge to rectify it for the good of the patients. Very Late responses, Late appointments, Rude Receptionists. Unskilled staff. No one seems to care anymore. Great nurses and doctors are gone. If, there is something happening impacting staff, it is now spilling over into impacting patients. I use to feel blessed to be at this surgery - not anymore. If it doesn’t improve, I will have to find another one.

I had an operation on 07/09/23 for gallstones and it was cancelled due to the high level of bilirubin in the blood. The clinic was informed by the surgeon that I should see a gastroenterologist on an urgent basis . After more than two months, I have not been contacted. I reviewed them several times and finally I was able to get an appointment, but on the first of November . I think they understand urgent basis is wrong I do not advise anyone to register at this clinic.

Very, very bad treatment based on continuous lying. I checked my blood pressure and it was very, very high. They told me that they would contact me. After that, the hospital where I had the operation contacted them because of my high blood pressure, but there was no answer. After more than two months, I have not received any contact from them, and whenever I call them, they tell me the same lie. I wouldn't recommend them even if I was on my deathbed.

This is one of the worst places and the services are really bad. I had a surgery and was supposed to meet a doctor but the receptionist conveniently booked me in with a nurse. Requested for a sick note and they said that the concern person is not available and to wait till tomorrow. Not sure which tomorrow was the receptionist Nazreen talking about. I repeatedly kept calling and still waiting for that sick NOTE. How they play with a person's time. They have also not booked my physiotherapy sessions after having the surgery done 2 weeks back. Pathetic and really unprofessional.

The service has been utterly appalling. During the height of Covid-19, my twin sister tried to register with Thornton Road surgery, what happened after the registration process was a criminal, I found out that not only could I see my medical data and history but I could see my twin sister’s medical data and history and she could see her data and history along with mine. We called the surgery to get it sorted but that took awhile but it’s the fact that a data breech occurred because of negligence on the part of someone in the admin team. Despite the problem being sorted, I am still suffering the effects of the data breech. Whenever I try to book a covid booster vaccine or have booked a covid booster vaccine in the past, the confirmation message or email has my NHS number but her name which shouldn’t happen. Even though the practice said that it has been sorted, somewhere something has not been dealt with and every time I call the practice I have to wait ages to speak to them about it or leave a message to be called back which never happens. I am fed up and in the process of looking for a new GP practice. This GP practice had the worst receptionists working there, it’s like they never pass a message in when you ask them to.

Trying to make emergency appointment for my 7 month old daughter The guy who picked up the call offered me appointment on 30/11!! Today is 03/11!! I asked nicely for emergency appointment as my baby is not well. He hanged up on me! I have called back asked for him name and he refused to gave it to me and started to spell it and suddenly stopped so I couldn’t get it. I am going to make a huge complaint as this is ridiculous behaviour! He started to speak pretending that line is bad (speaking every second word) but I could hear properly people speaking behind. Just disgusting behaviour Edit!: my daughter had infection and end up on antibiotics, congratulations to the guy who was too lazy to book her in to hub! They are widely available (info from other person working in this gp)

The worst gp I have ever experienced. Please do stay away if possible. I have made appointment for my little one as suspected tonsillitis. We were waiting for more then 40minutes to see "NEW DOCTOR". We did but: 1. Zero infection control (did not sanitize hands at all. For all did not bother to call anyone to help clean my little one vomit after pushing stick few times deep into her throat and later writing to A&E refer letter that she has strong gaging reflex - LIE! 2. She has never been diagnosed with tonsillitis even white spots were clearly visible! Instead we were referred to A&E. 3. "New doctor" would be very useful to practice on someone how to approach a patient (including children) otherwisee I do not expect you to have long career. 4. Fun fuct: we met pretty much all patients at A&E that has been seen by "new doctor" that day

It is very bad , useless surgery. They have never ever done anything what I needed in last years. There is always just talking, sending some useless emails and no results, no tests. Even they couldn't do urine test, once bootle was wrong, second they lost. I just lost my time, health with them and I need to do those test in private. It is disgradeful what they do to the pateints. I had one appointment only to tell me that nurse can't do anything. I have never ever had useful appointment. They just pretend that they do anything - fake job. I am not suprised that patients are furious.

A very wonderfully dedicated receptionist. I abhor visiting the doctor for anything, and I avoid their surgeries like the plague. My appointment records speak for themselves ... I have only visited my GP and the practice, for about five or six occasions during the past 20 years or more. However, a wonderful receptionist has recently been phoning and texting very politely about how important it is to have my check ups and vaccinations. To her unstintingly and wholly unselfish credit, she carefully, calmly and jovially persuaded me to visit the surgery for an up-to-date blood pressure check and requested a delivery of a Bowel cancer testing packet on my behalf, which I need to complete and return asap as I am now in my 75th year. She spent quite a while on the phone patiently encouraging and cajoling me about the importance (to myself) of these rather simplistic but necessary tests to ensure a better and healthier retirement for myself, so that I can relax and enjoy those years ahead! What a wonderfully dedicated person she is ! I loath vaccinations etc and I feel I have safely avoided them for years and years now, but she has managed to persuade me to have my Shingles jab in a few weeks time (appointment in early August!) No fear, I always keep my appointments, even though they are so few and far between. I have promised her some Chocolates as a simple gesture to reward her dedication, and she promptly told me that she will share it with the rest of the Staff! Wow! We need as many receptionists like her as we can get, to convince skeptics like myself to take simple precautions to ensure a longer, healthier and worry-free life ahead of us. Without a doubt, I am sure that the rest of the Staff at the Surgery are just as dedicated, caring and loyal as her. Thank you everyone. Mr. Z. M. Lahabib

This has been my GP surgery since 2003 and I must admit they are wonderful. The staff and nurses have time for me as a patient that I will never consider changing this Surgery. Keep up the good work.

Mrs. Jacenth Reynolds was absolutely amazing! She provided me with answers I was seeking for a long time. Finally, in a very long time I could feel that someone actually cares and just doesn't brush me off. Big thank you for arranging everything I needed!

I have been going to this GP almost everyday for the past 3months for dressing change. Nurse kamala has always made sure I was taken care of and has made me feel like I was her highest priority. I don't think no other GP or hospital can provide the amount of help she provides.

Really happy I changed to Valley Park surgery. The care is probably the best I found in Croydon. Even our dear receptionist Stella is caring, listening and very patient. Keep it up please 👍🏻🙏🏻

I spoke to Vidya(Administration Assistant) for appointment and she was really helpful. She has good customer service, patience and pays attention to details. She is excellent with her job. Well done.

Things get done quickly and efficiently. Was at the surgery yeaturday for something that has been ongoing and because my condition became worse it was moved more quickly to be checked out. Usually when I am struggling with emergency it is dealt with as soon as they can, which is same day, so very fortunate for this. Staff are pleasant and helpful too :) Thank you!

One of the best experience with GP surgery’s I had. Since I changed my GP to Thornton and Valley park I feel everything I need in terms of medical support is super quick. Staff are very friendly and responsive to your urgent query. Doctors are very patient and helpful. They are so quick to follow up your request. Staff are really polite and super helpful! The new app they are using Dr.iQ is amazing. It speeds up everything you need. Would %100 recommend to change your GP to Thornton and Valley park if you’re local to the area.

Like Cia T has said in her review, things HAVE changed in RECENT months. I have found the receptionists to NOT be as friendly as BEFORE, (IF they are even the SAME people), as they all seem like they are pressed for time, as I recognised one of their voices and didn't find her to be as friendly as before and I said so and she said that I was taking a long time to choose an appointment date and time and that she had loads of other calls to attend to, HOWEVER I explained WHY I had to think carefully, as the original date I HAD FIRST requested INSTANTLY was NOT available. Anyway she was MORE understanding, ONCE I had explained to her WHY, HOWEVER I felt she SHOULD of been MORE PATIENT AND UNDERSTANDING WITHOUT KNOWING. Anyway she went on to TRY her BEST to get me an appointment ASAP and on the date and time SUITABLE for ME and actually offered me an appointment with another surgery that WOULD be SOONER, than the next available one at THIS surgery and it wasn't at Valley Park and I did not know that was an option, so I appreciated that!!! 👍👍👍 Prior to THIS experience, there was ANOTHER female receptionist that said at the end of the call, that she had given me MORE than enough time and I felt that was inappropriate, as I did NOT feel like I was taking long. And lastly within the last week or so, I called to request a blood test and the man said he could issue it and sent me a form via text. HOWEVER he sent the one, I had previously requested. So I had to phone AGAIN and wait for about 20-30 mins the EXACT SAME amount of time I waited the FIRST time and AGAIN being number 3 in the queue, the EXACT position the FIRST time too. Anyway I explained that he had sent me the wrong form, ONLY for him to respond like I must be lying and that he DID send it. I said if that were so, it wouldn't be asking me if I want to download it again. I wasn't rude. So he said there must be a problem with my phone and I said I don't believe so, as I have NEVER had ANY problems BEFORE with the surgery sending me texts with attachments. So he said can I come into the surgery to pick up the form. I said that IS difficult for me to do, as I have mobility issues. So I asked IF he or someone else could look into what might be causing the problems and ONLY IF they can't fix it, THEN I WILL HAVE to come to the surgery, as the surgery IS NOT as close to me since I moved over a year ago and I have a long walk and TWO buses to travel to it but I actually wanted to stay with THIS surgery BECAUSE I had SUCH a PLEASANT experience ESPECIALLY the WARM and helpful receptionists until RECENTLY!!!!! The call was concluded that he would look into things the following day. I HAVE NOT heard from him or received a text. NOT Good!!! So I will have ring AGAIN to sort things out. And FINALLY before this, I had spoke to the surgery manager not on request, IF I could have double appointments because of my mobility issues, making it difficult to keep coming to the surgery and I felt they weren't very understanding and surprised that they did not see from my records, IF it shows/holds that kind of information, that my previous surgery, accommodated me with that. So in conclusion, as I was NOT planning to write SUCH a LONG and in-depth review and probably should have done so via the text message that requested feedback, but I was triggered by what Cia T said, as I thought it MIGHT of been MY own personal experience that JUST happened to ME but sadly not! It IS a shame and I HOPE THAT as I have taken the time to write this review, that EACH point I have made, would be CAREFULLY CONSIDERED, in HOW to BEST rectify, whatever has changed for the worse. It IS Possible! I DON'T want to have to change surgery's AGAIN, as I HAVE ONLY had to BECAUSE of moving and was GLAD when I found I could stay with THIS surgery, despite moving AGAIN. HOWEVER with my mobility issues having worsened and NOW THESE RECENT ISSUES with the surgery, I AM considering WHETHER I will have to, to accommodate ME, regardless of whether ANOTHER surgery is good or not. It's a shame if I do!

Just had fantastic reception with nurse Huma who went beyond the call of duty. Amazing smile too, friendly and very accommodating. She’s the best! Five stars man!

Jecenth at Thornton Road was very helpful and took the time to make sure all my appointments are fixed. She also give me a very helpful and friendly service. All the best to her and god bless.

I’ve been hesitant to join a new dr surgery as all I hear is nightmare stories about no appointments, rude receptionists etc. Then I found Thornton road/valley park and was intrigued by how they use Dr IQ. I just have to say I am so impressed. They are an amazing example of how to use technology to help with the struggles faced by nhs. The app helps me get the appointments I need and helps the surgery decide where to place me - it’s a win win. I usually hear back within a day or even same day which is amazing. When you call they have a system that keeps you in the queue for you and they just call you back when you’re near the front. And everyone I’ve spoken to is SO kind and helpful, they always make me feel heard and looked after. Just a huge thank you to everyone who works here and everyone involved.

I called earlier for some support and assistance with outstanding queries I had not heard back via using the DR IQ app. The receptionist Jacenth was so helpful, understanding and did her best to get me an appointment as soon as she could. Thank you so much

The team are very helpful, professional and always listen to your views and act upon it. From the doctors, physiotherapist and the nurses and the pharmacist. Jacenth, one of the receptionist is exceptional. She is always very helpful and gives you 100% of her time, she's very patient, kind and empathetic. Thank you team for your care. I recommend Thornton Road Surgery to anyone.

I meet first time Janani for annual check up. As per previous experience same Thornton heath surgery was not a good experience. I try void to come surgery. Today I had good experience. with Janani . She explain properly speaking very softly respectfully. I was very impressed. I have lot of confidence . Best wishes and Thank you to Janani. I feel my self if same Kind of more persons working in the surgery. Patient will not hopless.like me. Lastly I can say , Janani is ambassador of Thonton surgery team. Kind regards Inam Ullah

Amazing experience with Dr whyte .I never met her by face but she is my Doctor for last few years but very hard to find her appointment this is the only one problem which i face every time because everyone wants her .she discuss our problem, prescribes medicine on fone and then that medicine works brilliantly.i never can imagine that a doctor can prescribe a medicine with out face to face oppoitement but only dr whyte.we tells her about problem and quickly she diagnoses the reason of the problem. Well done Dr.keep it up.God bless you.

My family and I changed to this Surgery and I can honestly say that I made the right decision. The doctor's and staff are very helpful and they keep an eye on all your medical details.They always follow up any consultation and keep calling or messaging until you respond which shows they care about your health. They also have online consultations etc via an easy to use App which makes life easier when required. Recently I was seen by Janani who was very polite and professional and made me feel comfortable. I highly recommend Thornton Road Surgery.

As a new patient at this surgery I am extremely satisfied with the service provided. The nurse was informative and helpful. I am very happy with this practice so far (Valley Park and Thornton Road)

They have the kindest, warmest, lovely receptionist, Jacenth. She's very pleasant and thorough, makes me smile and forget health issues every time we speak.

Special thank you to Vidhya who went over and above to help me and was caring , compassionate and listened to me and went to extreme length to solve the issue. This is an excellent surgery who act on feedback and are always looking for ways to improve their service. Fantastic Dr IQ app for online requests with quick turn around. Very easy process for repeat prescriptions. Staff work hard here in a very busy Drs surgery.

I have received nothing but great services from the administrative and healthcare staff at Thornton Road/Valley Park Surgery since I registered with them last year. The staff are professional, friendly, helpful, and patient. I have not experienced difficulty in booking appointments so far. I would not hesitate to recommend this GP surgery. Thank you all and keep up your great work! Jacinta was Excellent Great staff, the best

Cannot book an appointment with Dr IQ. When I call them, they say the doctor is going to call, but no one calls. I have tried the whole week on both, but I've just gave up. What is the point in Dr. IQ even, if it is not to book appointments? I don't have time to waste. They use up more time with these shenanigans than just doing their job. There is nothing more frustrating than trying to reach a doctor to resolve an urgent problem, and then being ignored. My problem is a 5/10 min job (just a referral). I went to see an audiologist and they said I have to be referred to the ENT. Uploaded the photos on Dr. IQ from the audiologist, but even the simplest thing they don't do. At least book an appointment already, instead of wasting people time. Tried calling the Croydon Hub, but they kept insisting they can't do anything and to go to the GP. Telling them that the GP is not responding was pointless. This loop of everything depending on the GP is very frustrating. It is unfortunate that public funds are being used on this GP. I have been registered with them for 3 years, and I was happy until now.

My mum is registered at this surgery and although I don't feel it's incredibly well managed, there are some gems that work here including Muhammad Ali, Dr Kwan (he really cares about the elderly patients on his register) and another lady that works on the reception desk (not sure of her name). Going forward, better communication between departments, an overhaul on customer service-some people need better telephone training needed.

Went for covid booster this morning; it was seamless and painless.

Came along for my booster vaccination. From the start of the appointment up until the end, it was managed meticulously. our safety was well thought of and I am very pleased to see the wonderful staff working so hard

I was having problems with getting my results back from the hospital so called my GP and manager was able to help me chase the results, he was very kind and really listened to what I had to say! He was very reassuring and calming. Thank you once again for the help! The admin team are great! Thank you for listening

Receptionist Vidhya helped me for booking appointment, Thorntonroad surgery always good service. Thanks and I wil recommended for this gp

I spoke to Hani today who really helped me sort out medication for my daughter. She went really above and beyond to make sure I could get the help that I needed really quickly. I really appreciate how helpful and friendly she was.

I am registered with the surgery for years now. Today I spoke to one of the team member named Saru, to book an appointment, and I must say she is one of the best staff at Thornton road surgery who understands your needs and tries her best to accommodate the same. Thank you. Also I would like to complement Stella from Valley Park Surgery who is another very lovely and empathetic member of the team. Thank you 😊

Recently joined Valley Park surgery for myself and my 2 children and since then for last minute prescriptions and appointments needing to be booked they have done so very kindly. The doctors seem very friendly and empathetic. I would highly recommend either Thornton road surgery or Valley Park. :)

Jacenth, the receptionist for the amazing person. She was so kind, helpful and understanding about Women’s problems and she immediately tried her best to make sure that I’ve been seen by a doctor today with my condition. I appreciate you & thank you🙏🏽

As someone with anxiety and avoiding phone calls due to this but the receptionist Vidhya is absolutely lovely and made this task so much easier for me. Welcoming and compassionate. Really helped with what I needed today! Thank you

I was trying to get an appointment today called at 8am and got through fairly quickly to and the message said I am No 1 in the que. After holding for 22 mins call got cut off. Then i tried again over 100 times line is either busy or when I get through it doesn't allow me to select the options. Doctor's surgery should be more approachable. we are calling you when we are very ill. Very poor service. I have been on the phone for nearly an hour and unable to get through. When you are working it is impossible to stay on the phone for so long. As we don't use the surgery often did not know about Dr-IQ. When I tried to register on that it said need to wait 24 hrs.

Huma was absolutely lovely. Took my blood in no time. Wasn’t upset about me being 5 minutes late. Best GP practice ever!

Had 3 problems with this surgery its a jokeeeeee! I dont go doctors i rather suffer but ive had too many problems with my daughter from birth to 2 with her appointments here. Sent me to the wrong surgery and sent me to rush to the other the other said no appointment i had to kick off the lovely nurses luckily saw her. Now they told me the called me 15 mins before my appointment to cancel due to them deciding to do a last minute training 15 mins before my app!!! I even called them this morning to double check her apps today as i knowwww their bed history! And they confirmed this morning. I work as a nurse you don’t decide to do a last miute training and call patient 15 mins before their appointment!!! Patients come first we even miss our breaks for patients. This surgery is a joke My daughters a baby her health comes first. A load of rubbish. It keeps getting worseeeeeeee.

I had an appointment seven weeks ago with a doctor who said they were going to do a referral , the referral still has not been done I sent an complaint to the practice email over 4 weeks ago and have still not heard back. The organisation of this practice is definitely questionable.

Everything about the GP is great but your receptionist are rude and unemphatic. I got surgeries mixed up and was trying to call to double check. When i got to the surgery she was very rude and condescending.

Like any surgery it can be busy dusting certain times in the year. Great doctors, helpful and kind staff including receptionists. Fast services! You. And see they really care. Honestly so glad we moved to this wonderful surgery from our previous one