Annandale Medical Centre - Ratings and reviews
Reviews
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Review titled Poor Appointment Service
Rated 1 star out of 5
by Not very well - Posted on 18 March 2024
I phoned at 8am was 5th in the queue. I got to number one and was on hold over 6 mins. I then was asked if I could make 9.20. I arrived at check 9am i was told 11.20 was my appointment. It’s now 11.50 still waiting to be seen . Feeling extremely unwell
Visited February 2024
Annandale Medical Centre has not yet replied.
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Review titled Highly Recommended
Rated 5 stars out of 5
by Anonymous - Posted on 14 July 2023
I have been registered with Annandale for just under 2 years and have only recently needed their assistance with a few ongoing problems. I have been seeing Dr Madg who has been so kind and helpful. She is prompt with her referrals, does everything she promises to, and is great at communicating back with results. Today I needed an appointment for an unrelated issue and was booked with Alice Morson, Paramedic. Alice is just lovely! She was so helpful, so informative, gave great advice, and did it all with a warm and unhurried consultation. If anyone out there feels "fobbed off" with a paramedic appointment rather than a GP - don't. These guys and girls know their stuff and do it very well. It can sometimes be a bit of a trial getting through to the surgery at 8am but it's the same everywhere now. The Reception staff, who have an awful job dealing with us patients (I couldn't do their job!) always try their very best to accommodate us, with limited resources, and are to be commended for their patience and understanding. Thank you all very much.
Visited July 2023
Annandale Medical Centre has not yet replied.
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Review titled Friendly, knowledgeable and caring
Rated 5 stars out of 5
by Anonymous - Posted on 03 July 2023
I have been a patient at this surgery for 7 years and never had a problem. I always manage to get an appointment for me and my family, albeit after a wait of around 40 minutes after the phone lines open however I think this is the norm for all nhs gp surgeries. Staff are friendly, helpful and knowledgeable I also feel that they genuinely care for me and my family.
Visited July 2023
Review titled Annandale Medical Centre
Replied on 04 July 2023
Dear Patient, Thank you for your review. We are happy we have provided you with a quality of care to your satisfaction. I apologise for the long wait on the telephone. We are reviewing and monitoring the high volumes of calls that we are receiving. There have been exceptional number of calls our staff are receiving at the moment. We aim to continue to provide an professional, caring service to our local population. Kind regards, Practice Manager
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Laura Sparke - Posted on 07 November 2022
Telephone line opens at 8.00 so started repeatedly calling as the clock turned 8.00 a.m. cant even get on the waiting list to speak to a receptionist to try to get an appointment. In pain all weekend. And they are still accepting patients when they cant provide a service to the ones they already have!
Visited November 2022
Review titled Annandale Medical Centre
Replied on 05 December 2022
Dear Patient, I am very sorry for your experience in the getting through on the phones. We do value your feedback and are always looking to improve our care. As a result, from the previous feedbacks, I am pleased to inform you that we will be changing our telephone systems from mid December 2022, to avoid the long waits on the phones. During the weekends, we do advise patients to access alternate health care provisions, such as the pharmacist services and out of hours. I sincerely apologise for any inconvenience this has caused. Kind regards, Practice Manager
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Review titled Limited facilities of NHS .
Rated 5 stars out of 5
by RINO LUSARDI - Posted on 20 September 2022
I attended the Audiology Dept. of Chase Farm Hospital and was told I needed to have wax removed from my ears, which would be carried out at my GP practice. The nurse, at my GP Practice, informed me that she was not permitted to carry out the dewaxing procedure, even though she would have liked to have done so but provided me with a Pharmacy Practice that could. I had the efficient and not uncomfortable dewaxing procedure done for £60 at the Pharmacy. Why was this procedure not carried out at Chase Farm Hospital or by the GP nurse. The machine doesn't appear to be very expensive, and the procedure was carried out in about 7minutes. It cost me 3 bookings and attendance time and involved 3 medics and their time and £60 for private health treatment.
Visited September 2022
Review titled Annandale Medical Centre
Replied on 05 December 2022
Dear Patient, Thank you for your concerns, I am very sorry for your experience. Unfortunately, due to Covid guidelines all practices had to stop doing Ear syringing for the past 3 years. Now, in November 2022 as the covid restrictions have reduced, I am pleased to inform you that we are offering Ear syringing again at the practice. Please contact the practice to book any further appointments for this. We will appreciate your feedback on the improvements to the practice. Kind regards, Practice Manager
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Review titled Gone downhill fast since the pandemic
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
I had a really good experience of Annandale before the pandemic. They were actually recommended to me and I was pretty happy with their service. However, since they pandemic they have gone downhill very fast. I now would not recommend them to my worst enemy (even they deserve decent basic healthcare from their GP!). They have completely turned off any online appointment booking, the only way to book is to call up at 8am, when of course everyone else is also calling. This is the process, even for non-urgent appointments, so as a non-urgent appointment you are blocking the line for far more urgent calls. Their call waiting system hold 6 calls, so if you are the 7th person to call you are hung up on. When you do get through, you are forced to have a telephone appointment, even if your problem would be far easier to review in person. I had about 5 telephone appointments before finally being allowed an in-person appointment - which promptly resulted in a totally different diagnosis! I really hope they will fix this terrible system soon!
Visited July 2022
Review titled Annandale Medical Centre
Replied on 05 December 2022
Dear Anonymous, I am sorry for your experience with the practice. We appreciate your feedback and are always looking to improve our care. Due to covid, and for the protection of our patients and staff, we had turned off the online booking facility, however as the restrictions have reduced, we have turned this facility back on. I apologise for any inconvenience this has caused. From the feedback of patients regarding our telephone system, we have taken proactive actions to improve our services. We will be changing our telephone systems from December 2022, to improve better communications. We aim to provide good quality of care to all our patients. Kind regards, Practice Manager
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Review titled can't get appointments
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2022
Over 300 calls and 30 minutes to try and get an appt. Had to give up as my work is wondering where I am. They can't cope and it looks like they are taking on more patients. Covid is no excuse it has always been bad and they have had plenty of time to improve it. Ashamed to say I ended up in tears ecause I really feel let down and your GP is supposed to be the place to turn to. If you are looking for a surgery to sign up to I would look elsewhere if I were you.
Visited May 2022
Review titled Annandale Medical Centre
Replied on 05 December 2022
Dear Anonymous, I am sorry for your experience with the telephone systems. We appreciate your feedback and are always looking to improve our care. As a result, from previous feedbacks, we will be changing our telephone systems this year, to avoid the long waits on the phone calls. I sincerely apologise for any inconvenience this has caused. We aim to provide good quality of care to all our patients. Kind regards, Practice Manager
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Review titled Terrible appoinments
Rated 2 stars out of 5
by Anonymous - Posted on 13 April 2022
After speaking with NHS 111 and being told to see my GP ASAP I called the surgery 08.32am after going through the automated system and being told its busy and an being cut off 50 times I got to being 6th in the que finally got to speak with reception explained and was told sorry no appointments try back this afternoon. absolutely ridiculous.
Visited April 2022
Review titled Annandale Medical Centre
Replied on 05 December 2022
Dear Anonymous, I am very sorry for your experience. Due to the high demand of appointments, we sometimes are fully booked by the morning. We do encourage patients to call back for availability for the afternoon appointments. We will be reviewing the accessibility for these appointments. We appreciate your feedback and are always looking to improve our care. From the previous feedbacks we had received, we will be changing our telephone systems, to avoid the long waits on the phone calls. I sincerely apologise for any inconvenience this has caused. We aim to provide good quality of care to all our patients. Kind regards, Practice Manager