Thank you for taking the time to write this review. We apologise if our service did not meet your expectations, and appreciate you taking the time to share your concerns. We continually strive to provide a consistently reliable service and an excellent level of patient care. Due to the merger of Glenlyn with Giggs Hill, there is a growing range of services available to all patients. By ringing either Glenlyn (0208 979 3253) or Giggs Hill (0208 398 8619), routine GP and nurse appointments can be booked at either location that you choose. You can call and ask for a ‘prebookable appointment’ at any time. There is a rolling programme of releasing ‘prebookable appointments’, so that there are appointments available daily. The majority of appointments are released at 8 am and do go very quickly despite the high number of appointments we have to offer. We also have the facility to book appointments online. To take advantage of this, please visit the Practice for this to be arranged for you. We do have a dedicated Urgent Care Clinic for appointments on the day. The Urgent Care Clinic is sit-and-wait at the Giggs Hill branch, where there is large onsite car park and a spacious waiting room. Our clinicians make every effort for patients to be seen within an hour. This Clinic caters for sudden problems like sore throats, rashes and fevers. Patients have access to experienced Advanced Nurse Practitioners who can diagnose and prescribe for these conditions, just like doctors. They are also able to direct complex cases to doctors at the surgery if needed. Nationally, we are seeing an increase in demand for GP appointments and we are also experiencing this locally, which means we are busier than ever. We have a full-time Practice Nurse who joined our team at the beginning of May, and two Doctors who have recently joined the Practice. We continue to undertake recruitment to extend the team further. We are also expanding our administration team and providing them with additional training to help improve how we work as a Practice. We have a complaints and investigations procedure and would encourage any patient or carer to contact us in writing, so that we are able to investigate further. All outcomes are communicated and significant events raised where required. We appreciate your feedback and your comments will be used as part of our staff training, in order to improve the level of care we provide.