Eagle House Surgery

291 High Street, Ponders End, Enfield, England, EN3 4DN 1 2 3 4 5 85 reviews

Average ratings

Recommend
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5

Reviews

Showing all reviews
 
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1 2 3 4 5
30th July 2021


I have been trying to get an appointment with a doctor on the telephone not even face to face on patches for over a week now, there’s never the option to request it because it doesn’t allow it, I’ve tried early morning and every other time. It’s impossible. I don’t understand why they don’t just allow patients calling in to book appointments, I mean that’s why the receptionists and staff are there for. Why does this surgery make it so difficult for patients to book a telephone appointment with a doctor! Not happy at all with the service here!


Allow patients to book telephone appointments with doctor by calling in too because it’s never available on patches

Experience
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5
1 2 3 4 5
22nd July 2021


The new patchs is a pain if you log on after 8:30am you can never fill out until the next day.


Be able to fill out patches all day long

Experience
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5
1 2 3 4 5
22nd April 2021


It can take forever to get through and there are no appointments left thus having to try again another day


N/A

Experience
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5
1 2 3 4 5
12th April 2021


I spent 1hour and 25minutes waiting on the phone to answer a query about results coming back for my child, there were 14 people in the queue, the last 20 minutes I was first in the queue which seems extreme. I was then advised that they had returned 2 weeks ago and that I had to book an e-consult for this on their website - the receptionist wouldn't do it over the phone for me as they were all taken. When I said that I was very disappointed in the lack of help she didn't apologise for any inconvenience I may have. When I even mentioned that I had tried the website and that on the phone view it wasn't clear what to do. Also that the doctors had never said that I would have to personally chase up the results myself and guess when they had been received. I felt all the tasks were placed back into my hands and if I didn't chase then I wouldn't get the help that I had asked for. I have now used the website which took another 5-10 minutes to be told that there would be a phone call sometime in the next 3 days. This would be extremely awkward on a normal work week as I am not allowed to have my phone on me during work times, luckily I'm on holidays this week. The inefficiencies seem to be taken as normal and that I should just accept which is not acceptable for many people who work and have limited time to access doctors.


1. A clear website 2. faster phone service or a call back option so not waiting on the line. 3. a system that has a doctor or similar able to advise when results are back so patients aren't left in limbo. 4. staff that can feel proud of their place of work - and sound like they care about you as a patient and apologise when the system fails.

Experience
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5
1 2 3 4 5
29th March 2021


On occasion I have been on hold for over 90 minutes to get an answer on the phone, increasing the number of phone lines is pointless if no-one answers. Staff, on phone and face to face, would benefit from customer service training to help them develop 'people skills'


Website has a headline referring to meeting to be held in December 2020, it's nearly April 2031 for goodness sake.

Experience
1 2 3 4 5
Involvement
1 2 3 4 5
Cleanliness
1 2 3 4 5
Staff
1 2 3 4 5
Appointment
1 2 3 4 5

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Resources

Short link to review Eagle House Surgery: http://iwgc.net/eb9mx