Anyone else having issues with The Gardens Surgery

[MaryT]

I’ve been happily with them for donkeys years but my recent experience has been a bit shocking. Clinical staff have been great (if you can get an appointment) but apparently the Practice has a ‘new system’ in place. You can’t phone for an appointment, you have to go ‘on the app’ and request one. GP will review the request at some unspecified point and decide whether to offer you an appointment . My experience of using the app hasn’t been good and I’m a bit horrified that folk can no longer arrange appointments by phone or by walking in. I’ve also had them lose referral forms, and had to chase them multiple times over a simple GP letter. This has never been my experience in the past so it’s alarming. Anyway, I’ve asked to be included in the Patient Participation Panel, so I’m interested in the experience of others, good & bad? Feel free to PM me, if you prefer!

[Sue]

I haven't had any problems, except when the online  appointment system is full, but I have found if something is urgent they can fit you in if you phone.

I think they probably keep a few spaces free for urgent last minute appointments, but I'm just guessing 

I've found it quite convenient being able to email questions which previously I would have had to ask at an actual appointment, and I've always had a speedy reply. You can send photos as well.

I don't know about forms and letters. That sounds bad. Have the admin staff changed recently?

[Spartacus]

Its part of a change all Doctor surgery's are undergoing. 

The goverment want to stop the 8am scramble for an appointment, and its not just restricted to the Gardens.

Sadly, it does impact some who are not digitally savy. 

 

[Azalea]

This sounds like what goes on at Tessa Jowell GP surgery as well as others.   If you can flag yourself up as a ‘vulnerable’ patient or one that can’t use Apps for whatever reason etc then you can usually make appts by phone. They would have to make allowances. Quote the Equality Act 2010,  reasonable adjustments section.

[Pugwash]

Been with The Gardens now for around 30 years and very rarely do I have a problem. I went in to collect a form and mentioned that my leg was hurting and hot- was seen immediately by the Practice nurse who then arranged an appointment on the Saturday with the Extra care service at TJ Centre where I saw a doctor, who then sent me off to Kings for further tests..

I recently booked a flu jab but appointment is in 2 weeks. 

[Peckhampam]

11 hours ago, MaryT said:

I’ve been happily with them for donkeys years but my recent experience has been a bit shocking. Clinical staff have been great (if you can get an appointment) but apparently the Practice has a ‘new system’ in place. You can’t phone for an appointment, you have to go ‘on the app’ and request one. GP will review the request at some unspecified point and decide whether to offer you an appointment . My experience of using the app hasn’t been good and I’m a bit horrified that folk can no longer arrange appointments by phone or by walking in. I’ve also had them lose referral forms, and had to chase them multiple times over a simple GP letter. This has never been my experience in the past so it’s alarming. Anyway, I’ve asked to be included in the Patient Participation Panel, so I’m interested in the experience of others, good & bad? Feel free to PM me, if you prefer!

Hallo

As far as I know  info you have quoted is wrong.  You can phone for an appointment although I have always found it easier to do online. Go to their website for info on how to book appointments Any requests I have made have been reviewed and answered by a GP within 4 hours

[Sue]

[MaryT]

Thanks for the response and to some who PM’d me. I’m now included on the Patient Participation Group (meeting next in Dec) so I’m going to feed back the comments here, good and bad. Update today to PPG members is that, as some of you have said, there is a new contact in place with GP practices with effect from 1 Oct. That appears to be the driver for some of the changes we’ve seen at The Gardens. From the responses here, though, patients might be getting an inconsistent message from the Surgery; I was definitely told that appointments must be made through the app, and only the app. It was only when I expressed concern that a strictly online service would not be suitable for all, that I was told by the receptionist that she could complete the request for me (or others if needed). Even then, then patients would need to await a text from the Practice. Perhaps we are just teething problems with the new provision…Happy to bring any and all comments to the PPG meeting (although I’m aware that the most digitally-excluded people probably aren’t on EDF!) Thanks folks.

[claresy]

I was also told I could only do a same-day appointment online but the form wouldn't accept my details  so had to call and they did the online form! Then instead of getting a call back from the doctor as I used to,  I got a text which wasn't much help  and didn't allow me to ask any questions. When you do get to see the doctors they're generally great but the process is very difficult.

[Sue]

1 hour ago, claresy said:

I was also told I could only do a same-day appointment online but the form wouldn't accept my details  so had to call and they did the online form! Then instead of getting a call back from the doctor as I used to,  I got a text which wasn't much help  and didn't allow me to ask any questions. When you do get to see the doctors they're generally great but the process is very difficult.

You can still  request a phone appointment with a doctor, I think, if it's an issue you need to ask questions about?

Or, I have had questions quickly answered by a GP  via their online system.

Hopefully all this is teething problems, and the staff as well as patients are having to get to grips with a relatively new system.

I can fully understand that it is much better all round if GP face to face appointments are saved for things that need a physical examination, and it must mean that patients who do need one  are seen more quickly than under the old system?

[claresy]

The receptionist did request a phone call and there was an issue where seeing the symptoms would have been helpful , plus I had questions I wanted to ask - but I just got a text with very generic advice (e.g. if X happens, go to A&E).  You can definitely request routine appointments by phone. Perhaps it's at the doctor's discretion with same day ones.  Having said all that, I think it's a pretty good surgery compared to some.

[Dulwich dweller]

On 28/10/2025 at 09:38, MaryT said:

I’m a bit horrified that folk can no longer arrange appointments by phone or by walking in.

I booked an appointment by walking in. That was last week.