16 Torrington Park, North Finchley, London, England, N12 9SS
Clearly this surgery is not able to cater for the number of patients registered. At 8.30am this morning I was caller no 38 waiting in line to book an appointment for my sick 18months old baby. Later at the surgery my son’s appointment were delayed for over 1 hour. Very Appalling. The delay pushed into his lunch and nap time so naturally being a sick hungry tired baby he got restless, bored, running around crying and screaming. Unpleasant experience for the child, his parent and all the people in the waiting area. When my son played with the switch socket I got openly told off by one of the staff (blonde straight hair below shoulder, about size 16, middle aged, wearing a green earthy sleeveless dress with sandals) pointing finger at me. I appreciate her concern for my son’s health and safety but when I responded to her by only nodding and quickly picked up my son away from the socket however I didn’t appreciate her using her white privilege of doing big hand gestures across her neck speaking sternly “You know he could die !!!” then turning away shaking her head speaking out loud “OMG I can’t believe this” like I’m one ignorant incapable mother, and very quick to assume I don’t speak or understand English. Considering this is a family surgery and the fact that appointments are often delayed, there were no toys, books, kids table or play area in the waiting room, at least not on the ground floor waiting area for GP appointments. Knowing that this surgery see babies and young children they should have also done better at baby proofing the place for example the power sockets. This surgery is not child friendly or baby safe at all (open windows with no child safe lock within my son’s reach). There was very little empathy from the staff toward a sleepless tired mother like me who has been attending to a sick baby. During a previous visit my son vomited in the waiting room all over me and it was another patient that helped me and got the attention of the admin/front of house staff. The one hour I was there today waiting with an unhappy baby none of the admin staff had any empathy to offer my son or me any assistance or comfort until after I went up to complain about our wait, where one of the staff offered a highlighter pen and paper to entertain my son. Although a kind gesture Not sure how this is helpful for the stationery is not sanitised and my son will only either put it in his mouth or scribble the wall (which he did). Such a shame because I’ve seen 3 different GPs there and they are all excellent.
As a professional, I don't have the time to spend 40 minutes at 8am to get an appointment at the surgery and often don't require an appointment with such urgency. Please please please bring back the online booking system! It is a super handy system for people who aren't on deaths door when they ring but need to schedule an appointment or follow up. It will also reduce the pressure on the receptionists in the morning because they will receive less calls.
I have been on the phone for 40 minutes so far today and no one has answered. Whenever I have phoned it has taken over 20 minutes for the receptionists to answer. Doctors are friendly when you finally get through. My mum is housebound and has recently joined the practice but has never been seen by a gp. I live in Essex and could have driven over to the surgery before they answer the phone. Disgraceful.
My GP is helpful, listens and makes sure that I have covered my care needs. The people in reception are always polite and nice even when there is a high number of calls and have to deal with patients as well The only point of improvement would be the fact that getting an appointment sometimes can be difficult.
Not actioning on decisions or passing on information. Receptionists, one in particular is unempatetic, inconsiderate and quite rude. Lacking in continuity of care. Started well but rapidly declined. They think I am concerned about how many patients they have on their books, I don't. If they can not cope with what they have stop taking on more.