Chertsey Health Centre

Over the pandemic I have had cause to contact the surgery numerous times for members of my family, every time we needed them they were there!

I have never had a problem speaking to someone or seeing a doctor if that was necessary, the the new triage system works very well for us.

I felt I had to leave a review because there are so many negative stories in the news and my family & I are constantly saying how lucky we are that our surgery is so wonderful.

I can not thank them enough.

Donna Newman & family

Sorry for the long and messy message but I am almost crying with anger.
My wife has had abdominal pain for the past month. The Chertsey Health centre GP recommended us paracetamol over the phone. Trying to get an appointment was almost impossible. Ended up in A&E and they found fluids floating and told us a cyst has ruptured and the A&E doctor recommended lots of tests and said they will write to our gp. Having not heard from GP, we called them and asked for a copy of this letter. We received a copy and indeed it recommended to have more tests and to be seen by a specialist doctor. We called the Chertsey practice and they refused to refer as they claimed it was "not required". Days later, my wife collapsed in front of me and couldn't move her arms, and her fingers had turned blue. She has a chronic condition rendering one of her kidneys useless. Spent the night in A&E. In the morning we called the GP and they gave us some antibiotics, again over the phone + ibuprofen. Needless to say, it didn't help. A week later, after intense pain still persisting, we walked to the GP practice and asked to be seen. Was told doctor would call us. (we were at reception). We waited for 30minutes and after speaking to a different receptionist, we found out we weren't on any call list. She was eventually seen by doctor Ruth Moore, 5minutes before closing time, and was given new antibiotics, after the Dr told her " this isn't how we do it in this country, you don't show up at the gp, you go to walk-in centres". So this begs the questions, why are they taking home upwards of £100k if I can't use them when I need them. The new antibiotics we were given clearly say "must not be taken if having kidney issues".

While waiting for the phone call appointment booked for this morning, I had this voicemail (from Chertsey Health Centre), which I couldn't hear a word. Rang back Chertsey Health Centre to ask what was it about, and was told it was because the GP tried to call me 4 times. I was explaining that I didn't have any registered missed calls from them on my phone, however, the receptionist was really rude saying they've had problems with the phones earlier, but is all solved now.
Well, probably because they had problems earlier I didn't get the calls, but the receptionist just cutted me off abruptly saying I should get a call back.
This is unacceptable that staff is so rude to patients.

I’ve moved my whole family to this Health Centre from another family practice and I can see a massive difference on how they deal with patients. From the receptionists and doctors, everyone is pleasant and friendly. I am not sure whether I’ve got the right name but Caroline? from the reception is always very happy and friendly which makes your visit a lot lighter.

The doctors who we’re under are all so good. They have a great listening ear and are thorough with their assessments, either on the phone or face to face. Never have I experienced being rushed (which I have been always made feel in my previous surgery.) Here, I felt heard, listened to, validated and valued.

I know that they are understaffed lately (which most in the NHS are), but they handle everything with grace. Everyone seem to be happy with their job which speaks a lot about the environment they have in the workplace. Thank you so much for everything that you do, from the receptionists, midwives, practice nurses and doctors. Please know that you are appreciated. I hope you keep up the great quality care you give to us, your patients. You are all an asset to the NHS.

This was my doctors over Lockdown I mange’s to move home after lockDown and was registering to a new practice which is ongoing due to proof of address.
I called to make an appointment because I was severely depressed and they refused to see me because I had moved up the road. My new doctors haven’t even requested my details off them yet so I had no doctors and they would not see me.

Not too happy - as although when you finally get to talk to a person they are sometimes helpful, the website is nearly always closed for online communication, which is the Health Centre's preferred way for contact - except for a small window online in the morning approximately 8.00 till approximately 10.30 - then the online forms are closed, and if you have to phone the practice its at least half an hour queuing time.

Trying to get an appointment with them is absolutely impossible as the form is always closed. It’s almost a week now and I never managed to book an appoinment..they open the form at 7:30 but by 8:30 is already closed. I ended up going to A&E and will probably have to go again there as it doesn’t seem to get better. Why do we have GPs if you cannot actually contact them when you are sick?!

Wonderful receptionists who are incredibly helpful and accommodating. Brilliant Doctors too. I have seen 3 different Doctors here and a nurse. Every time I have felt like they have time for me and listen to me properly. My problems or requests have been dealt with quickly and thoroughly. This is an excellent practice and I recommend with 5 stars