Churchill Medical Centre (Kingston) - Kingston upon Thames

Fanny Su

I had a disappointing experience with the Phlebotomist, Tsoi (0 stars). I have been a patient with Churchill Kingston for 21 years and have always appreciated the professionalism and friendliness of the doctors, receptionists, and nurses, whom I would rate 5 stars. However, this recent experience significantly affected my overall impression, and I sincerely hope improvements are made in the future. My overall rating is 3 stars.

I understand my veins are deep and small, which can make blood collection challenging. However, this was the most painful and distressing experience I have ever had. During the first attempt, she searched for a vein in my hand and inserted the needle, but kept turning it left, right, and deeper, causing significant discomfort without success. I then suggested she try another location that has worked successfully in the past based on my experience. She agreed it was a good spot after feeling the vein, but the second attempt was no better. She again turned the needle left, right, and deeper, causing even more pain, but still failed to draw blood.

After the second attempt, I no longer wanted to continue, but she insisted on trying a third time. On the third attempt, after more needle turning, she finally succeeded. While she did apologize for the pain caused and warned me that I would likely bruise, she also implied that I had "misled" her into using the second site, despite her having confirmed it was suitable before trying.

I was shocked by her lack of skill and poor communication. This experience has left me deeply dissatisfied and concerned. I hope the clinic addresses such issues to ensure a better experience for patients in the future.

Sarah Shepherd

It is absolutely impossible to book an appointment here if you have any kind of job. The reception staff are very polite and helpful, but the booking process is now absolutely intolerable.

You can only book an appointment between the hours of 7-1. Not for that time, that’s when you are allowed to request to make an appointment. You are then sent a link (which expires) to book. The options will be at any of the 3 Churchill centres.

Appointments are not just acceptably late, but well over reasonable limits. I waited over an hour at Tudor. I had a phone appointment booked with Surbiton that was 25 minutes late (by which time I was in a meeting and staff were very brusque about the fact I then missed it). So even when you jump through every hoop to get an appointment, they blame YOU when they are late.

The whole surgery needs a system overhaul. It is simply not fit for purpose.

Marc Robinson

Absolutely impossible to get in touch with them - new technology infrastructure is based on digital forms. My wife has not long given birth and requests for basic checks were ignored, when submitting forms again (which are only open for a few hours per day) she has received passive aggressive responses. After being with Churchill for years, we are moving doctors this week. This place used to be so reliable and welcoming… such a shame

Sabine Wett

(I'm really fed up with their new "booking system". You can't get a simple appointment or a useful reply. Tried to call and its ringing 30min already.)

Update: I have to say it changed a lot to the better. Now with the online form and app they respond very quickly and everyone there is really nice an helpful.

The doctors and nurses are really nice.

Lemon DeLime

for the last few days I have been trying to book an appointment with my gp. First attempt ended with surgery arranging a phone call with doctor, that did call me - 1 hour after my scheduled time slot. after requesting another appointment, all I heard was that reception will be in touch to arrange another appointment - that was 5 days ago.
that surgery used to provide decent service, but since covid they all became lazy and trying to find any excuse NOT to help patients in need.
really really disappointing

Ana-Maria Baraian

Review for Dr. Chiu only

I recently had an appointment with Dr. Chiu, and I was pleasantly surprised by the excellent service I received. Having had bad experiences with other practitioners in the past, I was not expecting the level of attention and care that Dr. Chiu provided.

I initially went in for a couple of issues but ended up discussing additional health concerns. Dr. Chiu was incredibly patient and did not mind addressing all my concerns. He was very knowledgeable, providing clear and thorough explanations, and his professional demeanor put me at ease.

Dr. Chiu's attitude and behavior were exemplary, and I wish all healthcare practitioners would follow his lead. His commitment to patient care and his willingness to go above and beyond made a significant difference in my experience. Highly recommended!

Haru Yoshitomo

Worst GP ever appointment was at 11:10 and still waiting at 11:57 an hour wait, people that came after me were called in before me

Daniel Wright

Utterly awful. You fill in their form online to request an appointment as your specialist wants you to change medication but that needs to go through the GP for NHS beurocract reasons. No appointment made. Instead you get a text from the doctor asking you to book an appointment!!
So you phone up to book an appointment as obviously their online appointment booking form isn't what you use to book appointments. You're told the next available appointment to get this critical medication is in two weeks time. Negligent and incompetent.
It's a shame as one or two of the doctors are good, but you can't get in to see them because of the booking system.