Eltham Medical Practice

Service here is absolutely appalling. Truly disappointing and have finally decided to leave this practice as it's significantly impacting my mental health. The receptionist appear to be clueless, no one ever seems to know what they are actually doing and they all contradict each other. I am on anti-depressants and I have repeated prescriptions and I can't get them until I am seen by a GP. It takes multiple attempts to get through to the appointment line and when I'm finally first in the queue the line drops and I'm back to square one. If I manage to get an appointment I'm given an appointment slots within 3-4 weeks!! The website they continuously refer patients to use is awful and hardly ever works.

I've been working with the surgery who are helping me with an application my son has made to join the Army. The team at Well Hall have been fantastic! A special shout out to Debbie C who is always on the ball and gets the job done. Thanks very much

Turned up 15 minutes late for an appointment having waited weeks to be actually able to see a doctor. Was surprised to be told that the doctor was refusing to see me as I was late. This made my already high blood pressure go off the chart. I can’t remember a time when I’ve turned up on time only to wait, sometimes for over an hour, if the doctor is running late. I didn’t complain or make a fuss as I know doctors can’t guarantee to see anyone at a specific time as it very much depends on what happens with previous patients. So you can imagine my disappointment/frustration/anger when I found out that this doesn’t apply both ways. Doesn’t feel unreasonable to expect some common sense and flexibility from the doctors at Eltham Medical Practice.

The most difficult practice to see or speak to a GP. I've reverted making phone appointments with GP but missed on several occasions because it takes WEEKS to see a gp face to face. When you miss 1 phone call from GP that's it you are back to square one in trying to get the next appointment. Everytime i call to wanting to have to rearrange for an appointment it takes me 30 - 40 mins on the phone waiting to speak to someone and then when trying to make an appointment you are looking at around 6 - 7 weeks to even get a phone appointment or longer if it was face to face. I can't wait to register with a different practice. Right now I'm in eltham I don't know who I can speak to in the meantime

Always a positive experience, The reception team at all sites always go above and beyond. I get seen promptly and the GPs that I see are always thorough and professional. In spite of all the pressure they are under they still always smile.

BEWARE: AVOID THIS PRACTICE!!!

Dr Sarah Ovba was so condescending, patronising and rude when I was seeking support for my mental health that it triggered a panic attack.

Some of the things she interrupted and spoke over me to express were:
- "no, you don't know what you're talking about"
- the symptom you are describing to experience is unlikely
- you're lying to gain access to controlled substances
- just because you are irresponsible does not mean you have a mental health condition
- If you had a condition, you would have been diagnosed as a child
- "so if therapy doesn’t help, what do you expect me to do about it"
- Psychiatrists are the same as Counsellors (No... They're not. Where did she get her training!)
- You need to manage your expectations
- what do you expect a psychiatrist to do that I can’t do for you

IT FELT AS IF SHE WAS SAYING IF YOU'RE GOING TO KILL YOURSELF, JUST DO IT!

After, when I spoke to a private psychiatrist she advised that the information Dr Ovba gave me regarding my symptoms was false. I filed a complaint with Eltham Medical Practice and their response was to send a letter from Dr Ovba gaslighting my experience and deflecting blame. This is completely unacceptable.

I have since been diagnosed with the condition privately through a psychiatric specialist. She said my symptoms are severe - showing Dr Ovba really doesn’t know what she’s talking about at all.

Following this, my private psychiatrist sent a letter to the practice requesting that my NHS prescription for antidepressants was increased. I requested the medication and heard nothing for a week. I then went in and spoke to reception and they said they hadn't received a letter (but they must have because I was sent a CC letter... so they clearly lost the letter and lied). I brought the letter in for photocopying (as they would not accept it via email), and then requested the repeat prescription again. The next day I got a phone call... "we don't have the letter" I said yes you do I brought it in, to which reception said "oh yes you did I've found it haha!" I then the next day received a phone call from another Dr Mayooran Siva who said again "we haven't received any letter". I expressed my frustration saying I'm really disappointed in this service and explaining that this was the third time I'd had to correct them. In response, he became extremely aggressive and intimidating. He advised that he'd be requesting that reception deregister me from the practice. Which, when I went in for a blood test, I discovered that they had actioned.

Not to mention, they did this after THEIR doctor adjusted my medication based on low previous blood test results, and I was told that the results of this blood test (one done to find out what affect it has had on my body) wouldn't go ANYWHERE. I now have no idea if the medication is working well or not! At this point if there are any complications due to delay in getting my results I will hold Eltham Medical Practice liable. I also have no way of getting my regular prescription medication which I am running dangerously low on.

My sibling’s fertility has been affected as a result of their medical staff neglecting to advise a break on the depo contraceptive.

A close friend of mine almost died after her appendix burst following Eltham Medical Practice's ill-advised care plan.

Other than this, the practice fails to send letters, lies to cover up errors, doesn't respond to online enquiries, don't respond to pathology form requests, don't open phone lines when promised, fail to send prescriptions to the pharmacy and don't answer the phone to pharmacies when chased, don't provide blood test results, don't provide medical records when requested under the Data Protection Act 1998 (I requested in Sept 2021, my records were only provided when I asked again in July 2022 in a separate complaint).

They share a building with a hospital and chose to use the reception area, but receptionists are not helpful.

When asked 'Is this Eltham Community Hospital'? There response was 'This is a doctor's surgery'. I was turning to walk out of the building before they directed me to the hospital reception hidden in a corridor.

The hospital needs more signage and them a lot less.

Dear Mr Toomey,
I was unable to get through to your mobile for your appointment today. I have reviewed your ECG, and though the heart rate is a little fast, there are no immediate concerns about this.

Dr S Ord
Eltham Medical Practice

So this is the message I received after waiting almost 4 weeks for a appointment my phone doesn’t accept withheld calls and I’ve had no miss calls. I need to get my tablets and form signed of for my ecg so I can start health wise gym no care given at all. I’ve never missed an appointment and always received a caller I’d. Spoke to receptionist and they offered me another appointment I late February although it was for today. How many people have died due to this practice I wonder. This place is unapproachable I don’t feel like I can contact them for any issues anymore.