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Would not recommend

Story from nhs.uk

"Would not recommend"

About: Chelsfield Surgery

This used to be a really good surgery, but sadly now there only seems to be one full time doctor here who actually seems to care. I have recently given up and joined a different practice, because I got so fed up of requesting repeat prescriptions in plenty of time and then being left without medication because they hadn’t got around to filling the prescriptions. I am disabled and wheelchair dependent, with severe pain. Being without any pain medication at all, sometimes over the weekend was horrendous as my body would actually start going into withdrawal.

My entire family even had to go on holiday a day late as the surgery did not organise my medication in time. This was utter chaos as we had to re-book our cross channel ferry and call the hotel, whilst trying to calm extremely upset children. All the while, I was without medication.

I did write a formal complaint and got a response telling me they would investigate and get back to me by a specific date. They never did.

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Responses

Response from Chelsfield Surgery last month
Chelsfield Surgery

Submitted on 31/03/2025 at 16:36
Published on nhs.uk at 16:36

Dear patient,

We are sorry to hear about your experience and appreciate you taking the time to share your concerns. Patient care is our highest priority, and we regret that we did not meet your expectations on this occasion.

We understand how important timely medication access is, especially for those managing chronic pain. We sincerely apologise for any distress caused by delays in processing your prescriptions. Regarding your formal complaint, we regret that you did not receive a follow-up response as expected. Currently we are up to date with our complaint and I am sorry to learn your concern slept through the net. We take such matters seriously and would like to investigate further.

If you are open to it, please contact me the practice manager or our operations manager at, so we can look into this matter thoroughly and address any outstanding concerns. We value patient feedback and are committed to improving our processes to prevent similar issues in the future.

Yours Sincerely

Practice Manager

Chelsfield Surgery

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