Surrey Docks Health Centre image

Surrey Docks Health Centre

Family practice physician

🫤 Some of the staff are very helpful, however speaking to a person at the practice is often impossible unless you physically go there. Their call queuing telephone system recently seems to hang up after 60 minutes of waiting. eConsult appointment times are never honoured, if you're expecting a call, i... People often mention appointment, call, time, surgery, phone, waiting, patient, service, queue, doctor,


Address

Blondin Way, London SE16 6AE, United Kingdom

Contact

+44 20 3930 1930

Rating on Google Maps

2.40 (165 reviews)

Open on Google Maps

Working Hours

  • 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
  • Thursday: 8 am to 6:30 pm
  • Friday: 8 am to 6:30 pm

Featured Reviews


Frequently mentioned in reviews: appointment (27) call (25) time (20) surgery (18) phone (14) waiting (11) patient (10) service (10) queue (9) doctor (9)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 2/5 Steve 1 year ago on Google
    Some of the staff are very helpful, however speaking to a person at the practice is often impossible unless you physically go there. Their call queuing telephone system recently seems to hang up after 60 minutes of waiting. eConsult appointment times are never honoured, if you're expecting a call, it may be wise to take the day off in order to be ready to receive that call. If one misses it, one must restart the appointment process. Sadly, this situation is one of funding and unsustainable population growth. Therefore, if the reason behind requesting an appointment is exceptionally urgent, one may consider self-paying privately to expedite the process as opposed to waiting months to find ones patience resulted in dire consequences.
    9 people found this review helpful 👍

  • 1/5 Anna P. 2 years ago on Google
    By far the worst GP I have ever seen, sadly I can't give 0 stars. If you can choose a different GP, go there. They never answer the phone. You'll be in a phone queue for at least 1h and that's on an odd hour on Wednesday, only to be hung up on when you are 1st. Then back to phone waiting for another hour at least, cause you're 16th this time. When you progress, I'm pretty sure its people giving up, rather they working their way through the queue. They'll tell you they'll call you back with test results, and they never do. It's impossible to get an appointment with a doctor, I called everyday for 2 weeks to be told to call tomorrow for emergency appointment. When you actually do go to the surgery in person, it doesn't seem they answer any phones either and it's not busy at all so it seems they just ignore people. Absolutely appalling and using covid as an excuse all the time. It is beyond my understanding how they are allowed to operate like this and they should be reported.
    9 people found this review helpful 👍

  • 1/5 Katie M. 1 year ago on Google
    Before the pandemic I would probably have given 3 stars - there were some inefficiencies and annoyances but you could normally sort these out by going to the surgery, and in-person appointments were available and generally helpful. Since then - well. There is no longer such a thing as an in-person appointment. Phone appointments are available only with a 2 or 3-week delay, and they do not give you even an indicative time at which they will call you. If you're a person with a job or other commitments that mean you can't sit around waiting for a phone call all day, good luck to you! (They will not call back and you are liable to be scolded for having the audacity to have an existence other than being a patient of theirs). I was prompted to write this review by the fact that I have been trying for 6 weeks now to arrange a medication review and repeat prescription - my medication for an ongoing condition ran out a month ago and I honestly feel that contacting the spirits using a ouija board would be an easier process than trying to get through this (on the surface of it straightforward and routine) process. I have no idea what the root cause(s) of these issues are or who is to blame - all I know is that it isn't good enough.
    9 people found this review helpful 👍

  • 1/5 Linda A. 1 year ago on Google
    I have been with this surgery for 21 years and it's finally dawn on me that I have to switch surgery. Yesterday I rang the appointment line and it just kept cutting off, after 15 minutes of frustration, I went to the surgery and requested an urgent appointment . The lady at the front desk debated with her colleague in front of me , then told me there was no available appointment, but I should come back to the surgery at 1.00pm. There was no single patient in the surgery that morning. At 1.00pm, feeling very ill I phoned them, this time, there was a voice message with the information that the surgery was closed for staff training from 1pm to 4.30pm. I felt so disappointed that the receptionist had lied to me. Really nasty to behave that way towards vulnerable patients. Could they not have directed me to another Nexus surgery for treatment? Clearly no duty of care towards patients.
    7 people found this review helpful 👍

  • 1/5 Evgenia 2 years ago on Google
    Rude telephone service and in person service. Neglective of feedback given and unwillingness to help make things better. Insensitive humans should not be in the front desks helping patients in difficult situations. More training needed to teach staff to actively listen to patients rather than trying to get rid of their problems. Very disappointed and upset.
    6 people found this review helpful 👍

  • 5/5 Luna C. 1 year ago on Google
    Did a blood test last month, the nurse was really patient and gentle. The place was really clean and sanitized, don’t know why it’s got really bad review. Definitely 5/5 star based on my experience. One thing to improve is waiting time for the call (and appointment) is quite long.
    4 people found this review helpful 👍

  • 1/5 Sakis K. 1 year ago on Google
    Spend over 1 hour on the phone queue just to be told that they cannot book an appointment over the phone. They then advised me to just walk in next morning and explain to the reception why I need to see a doctor or else ask for someone to give me a call. This is what health service and seeing a doctor has been reduced to. Just wait until you are dying and then hope for the best with the emergency services.
    4 people found this review helpful 👍

  • 1/5 Kam 8 months ago on Google
    The GPs at this practice are absolutely great but something has gone wrong in the management. I was seen by a PA (physician assistant) and referred to general surgery for a hand injury. Only a PA could make this stupid mistake. Please re-consider whether you should be hiring these unregulated medical "professionals" who have no clue what they're doing and only serve to undermine doctors and make their job more difficult. I'm writing this review now because of a recent news article where a patient died due to a barn door pulmonary embolism being missed by 2x PAs in general practice. Btw general surgery means abdominal surgery and if you work in healthcare this is something you should know. PAs are not safe to practice as "makeshift GPs".
    4 people found this review helpful 👍

  • 5/5 Ryan L. 2 years ago on Google
    Having read some of reviews of negative experiences , I empathise ,understanding why frustration eg phone call queuing but further understand pressure on the system reference staffing and client/patient requests. My own experience is on summary overwhelming positive. Phone in for appointment can be lengthy but you’re kept informed where you are in the queue. Reception asks relevant questions and telephone appointment is made. Clinic calls back promptly on time and when I’ve been unable to answer does follow up with another attempt and voicemails . Personnel have been professional. Non judgmental, unpatronising and not invasive but came across as nurturing ,kind and caring in attitude towards me . As a male of 59 yrs whose been negligent ref health care monitoring over some years and potentially may have enabled serious health risks I feel as if I’m now in safe hands and being monitored and referred where and when necessary to in order to manage my health. A Big Thank you to Nexxus staff Most sincerely
    4 people found this review helpful 👍

  • 1/5 S. K. 1 year ago on Google
    it was a regretful choice to register with this GP, as they do not exist at all. they sold their services to private firm Nexus group which means waste of time online service, really hard to get appointment, I was unlucky today, I usually try to refuse doctors as much as possible but needed as an emergency-its my first GP contact in 3 years. Called at 8am, i was only 8 in a queue and 57 min waiting time on call. My first real impression- unhappy voice, patient ignorance, not willing to assist or patient care, trying to avoid you as much as possible, they said fully booked.. Its a shame
    2 people found this review helpful 👍

  • 5/5 P G. 1 year ago on Google
    Like any other GP practice, long wait times when calling in make it daunting to book an appointment. However in person, the receptionists are friendly and helpful, especially Jenny who is very empathetic and kind - thank you! Doing a great job. Nurse Bukky is also super friendly and informative and puts you at ease.
    2 people found this review helpful 👍

  • 1/5 Firdaus S. 1 year ago on Google
    The Nexus group surgery is simply aweful. The receptionist are lovely however, though impossible to get through on the phone. As others have mentioned, got a telephonic appointment (got with the utmost difficulty) with an approximate time, phone rang once and got cut. Never to ring again. Tried calling back, with no luck, on hold for 20 minutes being 1st in the que!!
    2 people found this review helpful 👍

  • 1/5 Mimi W. 1 year ago on Google
    AVOID AVOID AVOID!!!! If I could give it 0 stars I would. I had to go private just to get a diagnosis. Been trying to speak to a doctor for SEVERAL months only to be offered a telephone consultation with no specific time. Do they not realise people work and cannot always pick up the phone when the doctor decides they want to call you. By far the worst customer service and ridiculous waiting times. They clearly dont want to help their patients. AVOID!!
    2 people found this review helpful 👍

  • 1/5 Isabella L. 2 years ago on Google
    Had waited an hour on the phone with 10 in the queue, only to be hung up when you are first in the queue. This is absolutely not helpful. Have visited the health centre in person several times and every time, it's not even that busy. I wonder if we can report poorly operated NHS center. And looking at all the negative reviews expressing more or less the same frustration, it made me believer they don't care and no authority is monitoring this. We were told to not abuse the use of NHS hotline but what options do we have when your GP service never pick up the call?
    2 people found this review helpful 👍

  • 1/5 Ying C. 11 months ago on Google
    Very poor performance of late. I called for a referral for my son a couple of weeks ago and was told will be actioned. I waited more than two weeks expecting a letter to come through. Nothing, called reception whom said referral has been made now and got through a text confirmation for the 1st time. Today got put on triage for other various issues for my 4 year old son, when doc called to ask what the problem was. I said I had several, Caroline Bell was dismissive and said she can only listen to one because she has other patients waiting and doesn’t have time to listen to them all. She asked me to just tell her to pick a main problem. I asked will I need to book another triage for the other problems? What has this come to? Pick your worst problem and ignore the rest? All of them are medical needs and require attention how is it possible to pick one! That is the most absurd thing I’ve heard! My son as developing allergies and I flagged this but it was not at all addressed! What kind of pick and chose your illness service is this?. I am a patient too, and waited just like all the others to be seen and deserved the time to address all issues and not rushed through! Appalling!
    2 people found this review helpful 👍

  • 5/5 Normer S. 2 years ago on Google
    Patient for 36 years at this surgery. Always have been treated with respect and seen promptly. Have seen many doctors over the years bug I have not met one I was not happy with. The team in reception are also polite every single time I contact them. I am moving which is a shame indeed.
    1 person found this review helpful 👍

  • 1/5 Antonio Elia D'Apuzzo L. 5 months ago on Google
    My 16 month old was very sick to the point that i have to stop working to take it to the doctor. Even when he was poor and with fever, the call center only told me: Someone will contact you before 18:30, this was around noon. I finally got that call at 18:00, and after a few minutes the doctor decided to give me a real appointment on the next morning at 10 am. Of course I could not go to work either to be able to take him to the appointment, and 1 hour before the appoinment when I was about to leave home i received an SMS saying that my appointment was cancelled and no further direction. We are talking about a 16 month baby that spent a disastrous weekend with fever, cough etc.
    1 person found this review helpful 👍

  • 1/5 Rohan D. 1 year ago on Google
    There is no point in having this as a GP. There is no way to see them, even for little children. We call every day at 8am, stay on hold for two hours then nothing comes of it. The last few times I have either gone to AnE after giving up, or the Urgent care, or paid for a private GP. The practice has severely deteriorated since being taken over by the Nexus health group. It seems to care mostly about having the maximum patients registered with minimum appointments given.
    1 person found this review helpful 👍

  • 5/5 ileavereviews 11 months ago on Google
    What a pleasant experience. Reception team are very friendly and helpful. I was seen by Dr Reem Basheer and she was amazing. So friendly, understanding and polite. She took her time to understand my medical concerns and provided such excellent service. It is very rare to find a great GP Practice these days. Honestly very happy and would highly recommend signing up to this practice. I am very surprised to see bad reviews, but I had a flawless experience. Thank you all and enjoy the sweet treats, you guys deserve it for the hard work you do that may go unnoticed by some people. Please pass on my Ramadan Mubarak wishes to those partaking in Ramadan - hope the dates are yummy for Iftar!

  • 5/5 Jordan W. 10 months ago on Google
    10/10 health centre. Saw my GP not too long after the time of appointment which is more than understandable due to the place being busy. Both the doctors and the reception staff are always so professional and friendly and take pride in their jobs. The place was very clean. It was also very easy to show that I had arrived for my appointment using the touch screen in the reception.

  • 1/5 Jamil A. 2 years ago on Google
    One of the worst GP surgeries in London and possibly all of England. When calling to book an appointment, expect to wait for 20+ minutes before reaching someone. If and when the doctor calls you within the appointment timeframe, expect them to abruptly end the call after one minute without any follow-up or welfare checks. When you raise a complaint about the poor level of service, expect to wait 3 months before your complaint is responded to in the most generic terms by the inept Operations Manager Rahma Abdi. This surgery deserves to be reported and possibly sued for its unethical and negligent approach to patient care. Do not register here.

  • 1/5 M W. 4 months ago on Google
    Rubbish 9 weeks of pain only able to speak to gp on telephone was given prescription without being seen face to face after calling 111 i get appointment with Doctor who told me to stop calling 111 service as it not helpful and should it local at the gp yet they would not see me face to face I ended up being admitted to hospital due to symptoms becoming worse. Would not recommend this gp practice

  • 1/5 Zsuzsanna V. 5 months ago on Google
    I do not recommend this gp surgery. They lost my results previously. I’ve been ask to call back 4x an a same day for appointment and by end of the day they weren’t able to provide me with one. I’ve been promised by my doctor that I will receive a text message with a printable letter following an appointment and after a half day waiting time when I called them to follow up I received a rude answer and when I was asking for a help from a manager they just hang up on me. HORRIBLE SERVICE!!!!!!!! If I could I would give them 0 stars

  • 1/5 Tara F. 5 months ago on Google
    First time booking a appointment for my child. Rang in the morning and in the queue, for a call back at 8.02am, Male Receptionist calls back at 8.35am to first ask about his symptoms I mentioned I called a virtual gp the day before as there were no appointments when i called yesterday. He then said oh if you start to do that you will be taken off the doctors patients list, I repeated the above and then after all that he said there are no appointments. I said i called at 8.02am and there are no appointments? surely the system is not working if that is the case were looking for a call back to find somewhere else i can take him. The receptionist starts to just mumble the end of the conversation.

  • 1/5 s w. 1 year ago on Google
    Terrible surgery. I have mental health they do not care . After several suicide attempts Dr Khan started giving me weekly calls, once she went on mat leave Dr mayhew or Dr Doherty were supposed to take over.. A month later Dr mayhew rang and said what's the point of these calls and never rung me again. I shared my distress and he did not even acknowledge. Again Dr Doherty calls but does not acknowledge anything that needs to be acknowledge and says its a waste of resources. January 2021 I raised a complaint due to abuse from staff and not doing referrals, telling me to collect forms that were not available requiring me to return another day. The complaint got answered November 2021 by this time staff had left and my mental illness meant this wasn't a priority anymore. I tell them regularly of my mental wellbeing but they simply do not care.. And my death will be partly their responsibility due to neglect

  • 1/5 Leslie V. 1 year ago on Google
    Same issue as everyone else. Impossible to get hold of. "First in the queue" for over 40 minutes. I gave up and sent a message via the website - fingers crossed I won't be ignored... Probably best to switch to another surgery.

  • 2/5 Csaba T. 1 year ago on Google
    I always got very helpful and patient advice over the phone but now completely unable to contact them. No telephone consultation available in the next 16 weeks(!!) in the NHS app for this place. When I call them it is an automated greeting g that they are extremely busy. I went there in person but nobody at the reception at all and around 3 people in the waiting area. I selected for a call back over the automated phone system. It is absolutely unbelievable for any kind of health problem I have to go to A&E which is supposed to be for accident and emergency only. By the way NHS 111 is also “extremely busy” and nobody can take my call… Maybe I just need to find a Shaman from now on…

  • 5/5 Ally S. 2 years ago on Google
    I rang up recently to deal with a prescription query and after waiting for an hour was cut off by the phone lines. So you can imagine my surprise when 5 minutes later a receptionist rang me back after seeing that the call had been wrongly terminated. She listened carefully to a complicated saga of medication history and managed to get it dealt with and a repeat prescription issued. Thank you so much reception team!!


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