Thank you for taking the time to write this review. We are disappointed to hear of your experience, 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 certain routine appointments online. In order for patients to take advantage of this facility, they would need to visit the Practice for this to be arranged for them. It is not always necessary to see GP for a referral, depending on circumstances. We also offer telephone consultations. Even leaving a message for the Doctor may be all that is required. We do appreciate not all patients feel comfortable discussing their concerns with administrative staff. 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 and two Doctors who have recently joined the Practice, and one Doctor who is joining our team in June. 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 appreciate your observations and your comments will be used as part of our staff training, in order to improve the standard of care and level of service we provide.