The Keston Medical Practice

Have been there few times so far and it does get busy and might have to wait long to be seen. But, comparing to other London surgeries or GPs it’s much better.
Include few parking spots - not free!

I was in on Saturday for my Covid and flu jabs. The ladies downstairs at the main entrance were very welcoming, so were the ladies upstairs in Keston. I was shown through to a doctor, who gave me the vaccines after asking a few routine questions. I was in and out in 6 mins. Really well managed, very efficient, thank you all for co-ordinating the process.

What wasn’t so efficient was the booking process. It’s taken me 2 months to book a slot. I’m on hold for about 20 mins at a time to Keston to try to get a slot only to be told to book through Patient Access, yet that system is SOOOOOOO user unfriendly it’s unbelievable. So I try the NHS booking system and Keston doesn’t even come up as an option, keeps telling me to go to Croydon Shopping Centre. Thanks but no thanks. Knocking off a star because of how difficult they’ve made it to book slots.

Dr Overton at Keston medical practice was very helpful. My 5 year old daughter was very very sick. He saw her and made a referral to the hospital. Without his knowledge and help I'd hate to think what would of happened.

Since moving to Purley, I was on the hunt for a good doctors surgery, and I was pleasantly surprised with keston and moorings medical practice.

The practice is very well kept and clean.
The receptionists are really friendly and welcoming aswell as the nurses and doctors. The staff are professional and so helpful!
I really feel like my family and I are in good hands with keston and moorings medical practice, they really care for their patients here.

Lots of parking space available too which saves me hunting for a spot before appointments.

Good new system. Following filling in the form I received two caps within 2 hours, the second being from a GP. The initial call was very courteous. The doctor listened patiently and gave a detailed diagnosis. I was pleased with and grateful for his call.

Damian Fox

New system fairly easy to use. No waiting in a queue or ringing several times. Immediately notified that you'll be contacted within 24 hours. I've used it for myself and on behalf of family member and received prompt call backs.

Been trying to get an appointment for a couple of weeks, always 40+ in the queue, tried to book by going to surgery, they refused, saying it can only be done online. (Despite me getting a text on 6th Jan saying you would no longer be able to book online)Tried to book on their website, still no option to book, just send an email saying they'll aim to respond in 24 hours..... it really shouldn't be this hard to get an appointment! Update..... did get a call back quite quickly from a doctor, who asked no questions as such but gave an appointment for the following morning..... surely a receptionist could have done that? Turned up at the Kenley surgery only to be told the appointment was at Purley Hospital. The frustration is with the appointment system and poor communication. Before all this automation there were receptionists to make appointments, check you in, answer phones, deal with prescription requests etc.... now.... we check ourselves in, assess ourselves and fill in the form on your website, then a doctor books your appointment and yet we still can't get through by phone in a reasonable amount of time!..... and we're expected to accept this is a better way to do things.

I was really happy to go through the online process, outlining the medical condition that I currently have. It took me approximately 10 minutes to complete the process. I received a call from the doctor within 3 hours and discussed the medical issues in detail. I found the process really efficient, professional and quick. My only concern is that for someone less tech savvy (and I'm no smart arse!) The form filling may be a bit of an endeavour! I can imagine my late parents not being able to cope with the process. That aside, I'm very happy with the process and excellent response time provided by the governmentally underfunded, undervalued and underappreciated NHS. Thank you. Matt Sørensen.