Cloister Road Surgery

41-43 Cloister Road, Acton, London, W3 0DF 53 reviews

Reviews

Recommend
Involvement
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Written by a patient
23rd January 2019


The line is always busy if you want to contact them via phone, receptionist need to attend a customer servise course as they have an issue in acknowledging the customer when you walk in, they will pretend they do not see you until they decided to talk yo you and they will be just talking to each other which is a disappointment from your surgery, the place you go to when you are not well and this type of behaviour make it even worst for you. The appointment are always a very long wait. if you ask for an appointment in the beginning of Jan

24th January 2019
Response from Cloister Road Surgery

We are truly sorry that you had a 2 star experience with us. Thank you for taking the time to submit your review. We rely on patients speaking up when they are unhappy to help us to evaluate our services and to make changes for the better. Once again on behalf of the whole team we wish to apologise if your experience was below the high standards you have come to expect at Cloister Road Surgery. We take all reviews seriously, and will conduct a thorough debrief at our next practice meeting. As suggested by you we are also going to look into enhanced training for our less experienced reception staff so that they can improve their face to face communication. Cloister Road Surgery

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
12th January 2019


The surgery is always very helpful.

12th January 2019
Response from Cloister Road Surgery

We are incredibly grateful that you took the time out to leave us this note. Our surgery values put patients satisfaction as top priority and we are committed to our patients. Its patients like you that make our job wonderful. We look forward to helping you again. Cloister Road Surgery

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
8th January 2019


They really try to help. More often than not they are able to accommodate. Well done all and thank you.

9th January 2019
Response from Cloister Road Surgery

Thank you for your lovely note. We so appreciate you taking the time to share your experience at Cloister Road Surgery. Cloister Road Surgery

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient at Cloister Road Surgery
8th December 2018


They don’t listen to you. They see you they say I will give you this and that and then turn around and make notes at their computer while you’re still there. If you ask anything at all, because obviously you have questions, especially if you’re going with your baby, they seem so bothered and give you an answer that you can tell by their voice that they don’t have time for you and your questions and you should stick to the only thing they said. I believe they need better trained people and to see every individual for more than 10 minutes so that they won’t rush you while inside. Also if you run few minutes late they won’t see you anymore but when you come for your appointment in time it’s alright if they see you in an hour even when you are with your baby and you have to breastfeed him again because you are waiting to be seen for so long.

2nd January 2019
Response from Cloister Road Surgery

We’re sorry to hear of your less than satisfactory experience with Cloister Road Surgery and hope you will accept our sincerest apologies. Next time, please walk right up a manager and voice your concerns. We'd like to make sure that such situations don't happen again. Please reach out to us on call or by email. We want hear all about your concerns and address them in the most suitable way. We look forward to hearing from you. Your feedback makes us better. Cloister Road Surgery

Recommend
Trust
Listening
 
Written by a patient
22nd November 2018


The receptionists are helpful and are very patient. Thank you.

2nd January 2019
Response from Cloister Road Surgery

Thank you very much for a good review. We work really hard to offer the best service. We made sure that our receptionists got the recognition they deserved. They were really happy to see your review. Cloister Road Surgery

Recommend
Involvement
Cleanliness
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Resources

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