Eagle House Surgery

291 High Street, Ponders End, Enfield, England, EN3 4DN 86 reviews

Reviews

Recommend
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22nd September 2023


The staff at the practice have all been amazing over the last year helping me understand my symptoms , as sometimes these didn’t make sense to anyone, but after endless tests and investigations the gp mananged to finally put a diagnosis.

Suggested improvements
I believe you are all doing an amazing job for just dealing with all of us as it’s extremely frustrating to be in pain and we lash out on anyone around us especially the receptionist who tells us we can’t get an appointment because we need to go through Patchs. So thank you just for being there and answering our queries.

Experience
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Cleanliness
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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!

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

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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.

Suggested improvements
Be able to fill out patches all day long

Experience
Involvement
Cleanliness
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Appointment
 
22nd April 2021


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

Suggested improvements
N/A

Experience
Involvement
Cleanliness
Staff
Appointment
 
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.

Suggested improvements
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.

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Resources

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