Langstone Way Surgery

28 Langstone Way, Mill Hill, London, Middlx, NW7 1GR 339 reviews

Reviews

Recommend
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27th April 2023


I was in a telephone queue of 2 people for 45 minutes. Requires more than 1 Receptionist to answer calls.

Suggested improvements
Answer the phone.

Experience
Involvement
Cleanliness
Staff
Appointment
 
3rd January 2023


on 3.01.23, 8.57am 8th in q-in the 3mins 10secs preamble -option of call-back mentioned-not available-1hour 20 mins later my call was answered- mentioned the long wait -it was my experience but regarded as a' moan-'I was told to tell the pm-So PM here it is. -short staff and busy are standard excuses- but staff most seem very good but not stayed-one said no training given -inability to keep staff should be looked into-website gives a team of hierarchy of staff-not so long ago I was asked to come for a diab.rev.-when I got there I was asked for the reason for coming by the lady I had to see- was told I had to make another visit to see hca and she didn't do diab.rev. - no reason given for not cancelling this appointment before the appointed day or referring me to the hca -as I told her it was a waste of my time and hers and they are telling us they are short staffed and busy.-when asked the reason for limited availability of econsult form - was told patients are abusive on the form- no reason given for not making it known to the wider patients community- now the patients don't even know the limited availabilty of this form is their punishment whether they are guilty of the said crime or not-i have mobility and other health issues which become more severe in winter time when I am generally house-bound.Yet they don't seem to care.They even left me out of the covid vac. programme when the nhs had said due to my age and health issues i was in the priority group and will be one of the first to get the vac. Yet I didn't. when asked for an explanation I got fiction and a threat to intimidate me.This surgery with whom I've been for many years has been on the slippery slope for many years. Poor management, lack of training for all ,absence of accountability appear to be major issues. Patients are regarded as enemies because they are frustrated. Those on the frontline don't appear to have been informed of the basics when they started work there -so one made an appointment for me with someone who says she doesn't do diab.revs. but she the nurse kept quiet about it till I got there.The doctors including the locums are caring and understanding. Most others appear to be inefficient because they don't know what they should be doing. This practise needs training, proper supervision and accountability. It needs to be reorganised completely and given a fresh start with properly trained managers. When weaknesses are pointed out management has always been defensive and complacent with excuses- no positive constructive responses are given.You can find out who I am from HW the senior receptionist who took my call today and to whom I said all this.Please don't respond unless there is something positive to say.

Suggested improvements
please see above

Experience
Involvement
Cleanliness
Staff
Appointment
 
23rd December 2022


Impossible to speak to someone or get an appointment or even get a repeat prescription. Everything is on line but even online is incredibly restricted and the systems are onerous and the processes don't work

Suggested improvements
More personal service Look after older clients differently to other patients they do not have confidence on the internet Review simple processes like getting repeat perscriptions

Experience
Involvement
Cleanliness
Staff
Appointment
 
27th September 2022


it has been a week every morning i wake up before 8am so i can fill on line appointment i can't at all i wait to 8am the message change to nothing is available how can nothing is available if i didn't even get a chance to access the system to fill my request i have been trying this for a week ..WHY??? is it only appointment by telephone The government has spent so much money to have this software for us patient to access and you don't even let us patient have a chance to access it don't tell me you busy every morning i try and try and try why do you treat us patient like this ???

Suggested improvements
let us patient use the software the government paid for from our tax money if it's appointment by telephone say only by telephone

Experience
Involvement
Cleanliness
Staff
Appointment
 
18th January 2022


I have been a previously loyal and extremely grateful patient at this surgery for nearly twenty years, but the service has deteriorated so much so that I am now looking to change practice. My last (telephone, of course) appointment, was supposed to be a follow-up one, having had a cursory conversation last week (after MONTHS of of waiting), with yet another (!) different GP - who had obviously still not read the background of my request. She treated me like just another “administrative issue” she had to tick off - informing me that I was one of her thirty or forty patients she sees per day and that she was “squeezing me in before she did her rounds” (...yes, she did actually say that....!!) In the middle of trying to articulate my health worries, she interrupted me to say that she had been on the 'phone now for eleven minutes and so “we’ll have to book another appointment” next week(!) WHY? essentially as far as I could understand, to regurgitate to yet another (possibly different) GP etc etc…. Appalling! Sub-standard medical & health care, with yet another from this crop of “new” (?) doctors / locums at this practice with poor and impersonal “bedside manner”. Very sad

Suggested improvements
There are at least three EXCELLENT doctors there, but if you don't get one of those, you are dooomed!!.

Experience
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Rating not given.
Appointment
 
 

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Resources

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