Mollison Way Surgery
45C-46 South Parade, Mollison Way, Harrow, Edgware, Middlesex, HA8 5QLContact details and opening times
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Reviews
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Review titled Great practice
Rated 5 stars out of 5
by Sukeina - Posted on 21 May 2024
I was impressed with the service i got dr zohal was very kind and caring the dr iq is a bit complecated but if you call them they help you every step of the way
Visited May 2024
Mollison Way Surgery has not yet replied.
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Review titled Reception staff have no empathy
Rated 1 star out of 5
by Anonymous - Posted on 14 May 2024
The reception staff lacked all empathy and resorted to lying to me when challenging the app notifications. They take 40min plus to answer a call so no point trying to call them. Also I heard them gaslighting another patient by insisting they called her when she showed them her phone records to show she hadn’t received a call. The staff on reception seem not to care about patients and only interested in getting rid of them as quickly as possible.
Visited April 2024
Review titled Mollison Way Surgery
Replied on 14 May 2024
Dear Patient, We sincerely apologise for the negative experience you encountered during your recent interaction with our reception staff. Your feedback is incredibly valuable to us, and we are deeply concerned to learn about the issues you have raised. First and foremost, we want to extend our apologies for any lack of empathy or misinformation you experienced during your interaction with our reception team. Providing compassionate and accurate assistance to our patients is a top priority, and it is clear that we fell short of meeting this standard in your case. Please know that we take your concerns very seriously, and we are committed to addressing them promptly and effectively. We understand the frustration of experiencing long wait times when attempting to reach us by phone, and we apologise for any inconvenience this may have caused you. We are actively working to improve our phone system and reduce wait times to ensure that all our patients can access the assistance they need in a timely manner. Regarding your concerns about the behaviour of our reception staff towards another patient, we want to assure you that we do not condone any form of gas lighting or dismissive behaviour. We are conducting a thorough investigation into this matter to ensure that appropriate action is taken to address and rectify any misconduct. At our facility, we are committed to providing exceptional care and support to all our patients, and we deeply regret that we failed to meet your expectations during your recent visit. We genuinely value your feedback, and we are committed to using it to improve our services and ensure that all our patients receive the care and respect they deserve. If you would be willing to discuss your experience further or provide any additional information that could assist us in addressing these issues, please do not hesitate to contact us directly by email. Your insights are invaluable to us as we work to make meaningful improvements to our patient care practices. Once again, we apologise for the disappointment you experienced, and we thank you for bringing these concerns to our attention. We are committed to earning back your trust and providing you with the exceptional care you deserve. Kind Regards, Mollison way surgery
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Review titled Empathetic Staff
Rated 4 stars out of 5
by Bernice - Posted on 29 December 2023
I am black and transgender. Most places I feel unwelcome. I felt welcome here by a specific meme we of staff when I went to get a blood test done. They were understanding of me and didn’t belittle me and I feel that most people around me do. I felt safe and human again.
Visited December 2023
Review titled Mollison Way Surgery
Replied on 14 May 2024
Dear Patient, Thank you so much for taking the time to share your experience with us. We are incredibly grateful and deeply touched by your kind words. At our facility, we strive to create an environment where everyone feels welcome, respected, and valued. We believe that every individual deserves to be treated with dignity and compassion, regardless of their background, identity, or personal circumstances. It warms our hearts to hear that you felt welcomed and understood during your visit with us. Your comfort and well-being are of the utmost importance to us, and we are thrilled to know that our staff's empathy and professionalism made a positive impact on your experience. Creating a safe and inclusive space for all our patients is a fundamental aspect of our mission, and we are committed to upholding these values in everything we do. Your feedback serves as a reminder of the importance of fostering an environment of acceptance and understanding, and it motivates us to continue our efforts to ensure that everyone who walks through our doors feels respected, valued, and supported. Once again, thank you for sharing your experience with us. We are truly honoured to have had the opportunity to serve you, and we look forward to welcoming you back in the future. Warm regards, Mollison way surgery
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Review titled Dont take my calls
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2024
Disgusting surgery. I was on hold for 3 hours!!! Waiting in the queue at position 1 for over 2 hours. Why? they decided not to bother to pick up my calls regarding healthcare for my child. So, I called from another line, and guess what? No queue, picked up immediately while the other one was still on hold in the queue at position no1. I caught them in this and asked what they were doing. No apology, no concern. They don't care. I would never recommend this awful surgery
Visited July 2023
Review titled Mollison Way Surgery
Replied on 14 May 2024
Dear Patient, We are deeply sorry to hear about your disappointing experience with our surgery. Your feedback is incredibly important to us, and we appreciate you taking the time to bring this matter to our attention. We understand how frustrating it can be to wait for assistance, especially when it concerns the healthcare of your child. Your patience during this time is truly appreciated, and we regret any inconvenience it may have caused. It is concerning to hear that you encountered difficulties reaching us through one phone line while experiencing prompt service on another. We acknowledge that this inconsistency in our service delivery is unacceptable and does not meet the standard of care we strive to provide. We are actively investigating this issue to ensure that all our communication channels are functioning effectively and that such discrepancies are addressed promptly. Furthermore, we apologise for the lack of acknowledgment and concern expressed when you raised your concerns with our staff. Providing compassionate and attentive care to our patients and their families is paramount to us, and we regret falling short of your expectations in this regard. We assure you that we are taking immediate steps to address the issues you have raised to prevent similar occurrences in the future. If you would be willing to discuss your experience further or provide any additional information that could assist us in resolving this matter, please do not hesitate to contact us directly by email. Your insights are invaluable to us as we strive to regain your trust and improve our services. Once again, we apologise for the disappointment you experienced and thank you for bringing this matter to our attention. We hope for the opportunity to make amends and demonstrate our commitment to providing exceptional care to you and your family. Kind Regards, Mollison way surgery
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Review titled Ridiculous staff
Rated 1 star out of 5
by Anonymous - Posted on 08 July 2023
It's very hard to book an appointment with your surgery. They give you appointment after 2 months and nobody send confirmation email or text to the patients. And they are calling to remind your appointment after time has gone and when you will reach there they will tell you thay you are too late and we will re schedule your appointment after you will die.
Visited July 2023
Review titled Mollison Way Surgery
Replied on 14 July 2023
I hope this response finds you well. I recently received your feedback regarding the appointment booking process at our surgery, and I am truly sorry for the inconvenience and frustration you experienced. We strive to provide our patients with the highest level of care and service, and it is disheartening to hear that we have fallen short in meeting your expectations. I want to assure you that we take your concerns seriously and we are actively working on improving our appointment scheduling procedures. We understand the importance of timely communication and the need for confirmation emails or text messages to be sent to our patients. Rest assured, we will be implementing measures to address these issues and improve the overall experience for our valued patients. Regarding the issue of being reminded of appointments after the scheduled time has passed, I apologise for any confusion or inconvenience caused. Our aim is to provide timely reminders that help our patients plan their visits effectively. I apologise if this did not happen in your case. We will review our reminder system to ensure that it aligns with the scheduled appointment time. In terms of rescheduling appointments, we understand that unforeseen circumstances may arise, and we are committed to accommodating our patients' needs to the best of our abilities. Our team will make every effort to find a suitable alternative appointment time if the need to reschedule arises. Once again, I apologise for any inconvenience you may have experienced. Please know that your feedback is highly valued, and it helps us identify areas for improvement. We are committed to providing you with the best possible care and service, and we appreciate your patience and understanding as we work towards resolving these issues. If there is anything else we can assist you with or if you have any further feedback, please do not hesitate to reach out to us. We value your partnership and are dedicated to ensuring your satisfaction. Thank you for bringing this matter to our attention. Kind regards, Mollison Way Surgery
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Review titled Terrible and dangerous
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
They never answer the phone. It is absolutely impossible to book an appointment. They advertise the Dr iQ app but you cant book appointments via that either. They shouldn't be allowed to practice as they are putting patients at risk. It's an absolute joke of GP practice.
Visited February 2023
Review titled Mollison Way Surgery
Replied on 02 March 2023
I am sorry that you feel this way. It is our aim to give our patients the highest quality service and with that we always offer all of the options that are available prior to commencing any treatments. We also provide patients with a treatment estimate in the event they would like time to think about their options before proceeding. If you would like to discuss all of the options we have available, please do not hesitate to give us a call. Take care Mollison Way Surgery
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Review titled worst practice
Rated 1 star out of 5
by Anonymous - Posted on 06 February 2023
ow long does it take to answer call you start off with being in 7th position you go all the way down to caller number 1, but you are caller number 1 for half and hour I was on the phone trying to get appointment for my asthmatic son who can get really poorly I have tried dr iq but it doesn't work really disappointed with this surgeries phone service
Visited February 2023
Review titled Mollison Way Surgery
Replied on 14 July 2023
Thank you for reaching out to us regarding the phone service at our surgery. We sincerely apologize for the inconvenience and frustration that you experienced while trying to schedule an appointment for your asthmatic son. We understand how important it is to have prompt medical assistance, especially for a child with such a condition. We deeply regret any miscommunication or delays that occurred during your call. Our primary aim is to provide timely and efficient service to all our patients, and we apologize for falling short of your expectations on this occasion. To address your concerns, our team will thoroughly investigate what happened during the specific timeframe you mentioned and take the necessary steps to ensure that such instances are minimized in the future. We appreciate your patience and understanding as we strive to improve our phone service. In the meantime, if you require immediate medical attention for your son, we recommend visiting the nearest emergency department or contacting the local urgent care center. They will be able to provide the necessary assistance for your son's condition. Once again, we apologize for any distress caused and appreciate you bringing this matter to our attention. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to let us know. Your feedback is valuable to us as we strive to provide the best possible care to all our patients.
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Review titled Hours waiting in queues
Rated 2 stars out of 5
by Anonymous - Posted on 30 January 2023
Clinical staff are great - zero complaints for the GPs and nurses. The wait times to rearrange/cancel an appointment are unbearable, number 15 in the queue for over 1 hour! There has to be an easier way to cancel/rearrange an appointment due to unforeseen circumstances. I have registered elsewhere. Shame reception/admin inefficiencies are to the detriment of a very good clinical team.
Visited January 2023
Review titled Mollison Way Surgery
Replied on 02 March 2023
Thank you for your comment and feedback. We are disappointed that we were not able to meet your expectation on this occasion and would welcome the opportunity to put this right. We can work together to review your comment to help us improve our service to you and other patients. Practice Manager
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Review titled Useless
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2024
Asked for blood test for under 18. I informed them it was for under 18. They gave an appointment for over 18.
Visited November 2022
Review titled Mollison Way Surgery
Replied on 14 May 2024
Dear Patient, Thank you for bringing this matter to our attention. We sincerely apologise for the inconvenience and misunderstanding regarding your appointment scheduling. Ensuring that our services align with our clients' needs, especially concerning age-specific requirements, is of utmost importance to us. Please know that we are taking steps to address this internally to prevent similar occurrences in the future. If you would be willing to provide us with more details about your experience, we would greatly appreciate the opportunity to make things right and regain your trust. Your feedback is invaluable to us as we strive to continually improve our services. Please feel free to reach out to us directly by email so that we can discuss this matter further and work towards a resolution that meets your satisfaction. Once again, we apologise for any inconvenience and appreciate your understanding. Kind Regards, Mollison way surgery
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Review titled This place is absolutely awful
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2022
So when using the Dr iq app it always seems to say there are no more online consultations available today and that's even at 10am in the morning. My disabled mum had a telephone appointment and the doctor never called her. She had a very bad infection which they could not see her for so had to take her to urgent care. I have seen people go in there to complain that's things have not been taken care of even after a few months. The staff are great at giving excuses and don't seem to know what they are doing. Now it may not be totally their fault and occurs at other practices but it needs to be sorted as patients ultimately suffer!!!!
Visited October 2022
Review titled Mollison Way Surgery
Replied on 02 March 2023
Thank you for your comment and feedback. We are disappointed that we were not able to meet your expectation on this occasion and would welcome the opportunity to put this right. We would be grateful if you would contact the surgery personally, so we can work together to review your comment to help us improve our service to you and other patients. We cannot find you on the system without your full name or contact details. Please send us an email at nhsnwlccg.mollisonway@nhs.net or contact us on 020 8732 4387. Please let us know and we will help you accordingly. Practice Manager