Stockwell Lodge Med.Ctr. - Ratings and reviews
Reviews
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Review titled Worst surgery
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
Go there at 7:50 to get an appointment when they open at 8. Wait in the queue, only 3 people in front of me, i get to the desk 8:12 as the reception staff are to busy chatting and get told all the appointments are gone and they won't see my daughter. Absolutely disgusting.
Visited February 2024
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear patient, Thank you for your feedback, I am Emma the Practice Manager. I am sorry to learn that you are unhappy with the care you have received from the practice and I am grateful that you have brought this to my attention. It is practice policy to not turn away children, it would be very useful if you could contact me directly so I can invesigate this properly. You can reach me via email on slmc.rec@nhs.net. Best Regards Emma Parker Practice Manager
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 17 September 2023
Despite phoning at 8am on the dot, by the time I got through all appointments for the day had gone and they wouldn't see a child who had been awake all night in pain. We ended up at an urgent care center with a ruptured ear, severe pain and hearing loss.
Visited September 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear patient, Thank you for your feedback, I am Emma the Practice Manager. I am sorry to learn that you are unhappy with the care you have received from the practice and I am grateful that you have brought this to my attention. It is practice policy to not turn away children, it would be very useful if you could contact me directly so I can invesigate this properly. You can reach me via email on slmc.rec@nhs.net. Best Regards Emma Parker Practice Manager
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Review titled Exemplary, professional service
Rated 5 stars out of 5
by Anonymous - Posted on 24 August 2023
Today I had a face-to-face consultation with one of the doctors at the practice. The doctor sympathetically explored my issues and concerns, addressing them with exemplary thoroughness. She struck a perfect balance between friendliness and professionalism, putting me at ease, treating with me with respect and understanding , and encouraging an openness which facilitated a productive and constructive outcome. My experience today is typical of the treatment my wife and I have consistently received from all the doctors since we joined this practice some 2 years ago, having moved to the area from the north of England. We have also enjoyed the same friendly, professional treatment from the support staff, and we can wholeheartedly recommend the Stockwell Lodge practice.
Visited August 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear patient, Thank you for your feedback. I will be sure to share this with the team. Best Regards Emma Parker Practice Manager
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Review titled Quick Appointment
Rated 3 stars out of 5
by Anonymous - Posted on 12 July 2023
On 11 July I went around to Stockwell Lodge to make an appointment for my mum, who has COPD and had developed a chest infection- to my surprise I was told that if I could get her there in 20 minutes she could have an appointment then. Needless to say I got her there.
Visited July 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear patient, Thank you for your feedback. I am pleased to hear you were offered an appointment quickly, the team will be informed of your feedback. Best Regards Emma Parker Practice Manager
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Review titled Outstanding Nurse
Rated 5 stars out of 5
by Anonymous - Posted on 25 July 2023
I came in for an invasive test that I had been dreading for quite some time. The nurse that performed the test was quite simply outstanding, and a testament to the nursing profession. They identified I was stressed, kept me smiling throughout and reassured me afterwards. The level of professionalism, yet kindness was remarkable and Stockwell Lodge are incredibly fortunate to have this person on their team. As I said to the nurse as I left, I couldn't do what people like them do eg. Nurses, but I am so grateful people like them exist to do this job, because I was terrified, yet they were able to keep me smiling.
Visited July 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear patient, Thank you for your feedback. I am glad to hear our nurse made you feel comfortable during stressful and uncomfortable procedure. I will be sure to pass on your kind words to the team. Best Regards Emma Parker Practice Manager
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Review titled Poor reception and poor practice
Rated 1 star out of 5
by Anonymous - Posted on 12 June 2023
Reception Rude, unhelpful, never answers the phone, phone system is so bad - kept on hold then hung up (20minutes later) I cannot wait to leave this practice
Visited May 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear patient, Thank you for your feedback, I am Emma the Practice Manager. I am sorry to learn that you are unhappy with the care you have received from the practice and I am grateful that you have brought this to my attention. I apologise for the delay in responding to your feedback. The telephone system at this time was not fit for purpose, we were in the process of ending the contract early and moving to cloud based telephony, this is now in place. Best Regards Emma Parker Practice Manager
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Review titled Very poor service
Rated 1 star out of 5
by Gary james - Posted on 02 May 2023
I rang the surgery today 2/5/23 to get the results of a chest xray that was done 3 weeks ago I was held in a queue for 45mins after being told I was 7th in the queue when I got to no 1 in the queue I was held for a further 15mins waiting for the results line to answer when the phone was answered I asked why it had taken an hour to answer the phone to be told that she was the only one taking calls this afternoon so in total 1hr 10mins on this call, this is not the first time it has happened it's a regular thing to be on the phone for ages so when your asked to select an option it doesn't make any difference because the same person is answering all the calls this is totally unacceptable the attitude of the staff seems to be it is what it is like I said this is not the first time it's happened even after speaking with the manager it doesn't seem that things are going to improve anytime soon I have been using this surgery since it first opened and it just goes from bad to worse its virtually impossible to get an appointment unless your prepared to queue outside from 07-45 in the morning and take your chances absolutely ridiculous
Visited May 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear Mr Gary James, Thank you for your feedback, I am Emma the Practice Manager. I am sorry to learn that you are unhappy with the care you have received from the practice and I am grateful that you have brought this to my attention. My apologies for the delay in responding to your feedback. At the time of your complaint our phones were not fit for purpose, thankfully now we have moved to cloud based telephony. This means that any staff in the building or even at home can pick up calls, this means patients are not relying just on the reception team. Unfortunately staffing is an ongoing issue in primary care both clinically and administrative. We have a relatively high number of appointments available however with the increase in demand these appointments do go quickly. We do however have other means of getting clinical advice or requesting prescriptions/fit notes etc. by means of online requests, you can make these through the website or the NHS App. Here is the link to both https://stockwelllodge.org.uk/. Best Regards Emma Parker Practice Manager
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Review titled Impossible to get through to GP
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
I have been undergoing tests for a possible medical condition. After 2 months of waiting for my GP to get back to me about the results, I assumed that all was well, and was surprised to miss a call from them that I was not expecting. So I called the surgery and waited 49 minutes to put through - during which time the GP called me again, so I had to end my call to the surgery, by which time the GP had hung up and left a voicemail asking me to call the surgery! So I called the surgery a second time and got put back to the start of a long queue, during which time the GP called a third time and left a message saying they would not be available for the rest of the day - so I would have to call the surgery to rebook. But when I called the surgery a third time and got put in a long queue yet again, the receptionist told me that as the GP was not available I would have to call tomorrow to rebook, and there was no way I could rebook with them directly without calling the surgery! After two and a half hours of being unable to get through, and with no transport to get to the surgery in person, I am completely stressed out - especially as I have no idea why the GP called me out of the blue, and am now worried about the results. But nothing could be worse than going through this whole procedure again, so I will just have to wait for the GP to call me again - which in the past has also been without warning at inconvenient times, without giving me enough time to answer - and hope that any condition I may have does not get worse in the months that this could take. I thought the surgery would have improved once it was taken out of special measures, but evidently not!
Visited February 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 07 March 2023
Dear patient, Thank you for your feedback. My name is Emma Parker and I am the Practice Manager, I am sorry to hear you have had a negative experience. We are aware of issues with the telephone and we are actively working on a solution. In order for me to investigate this incident please can you email slmc.rec@nhs.net with more details. Best Regards Emma Parker Practice Manager
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Review titled Very happy
Rated 5 stars out of 5
by Scott - Posted on 27 February 2023
Lately I've been having some health issues. Whenever I contact the surgery by telephone or in person, I feel that I am listened to as well as being seen by a doctor that day, offered a telephone consultation or a face to face appointment that day or the next. Staff are very welcoming, show empathy and I feel are very helpful. Thank you for being so kind.
Visited January 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 18 April 2024
Dear Scott, Thank you for your feedback. I am pleased to hear you feel you are listened to and have received a good service from the team. I will be passing your feedback on to the team. Best Regards Emma Parker Practice Manager
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Review titled Poor rude staff
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
I went into the surgery to request a sick note which I had initially requested online. The online service says 48 hours turnaround and the staff are saying 5 working days. I point their attention to the website and the next thing I am told by the staff is I am taking over them. They have no understanding of customer service or where hey going wrong which is understand your patient’s needs. I am now applying to move to another surgery and will be asking my fiends and family in the area to do likewise. If your system says one thing and you say another, change the system so you don’t look incompetent.
Visited January 2023
Review titled Stockwell Lodge Med.Ctr.
Replied on 07 March 2023
Dear Patient, Thank you for your feedback. My name is Emma Parker and I am the Practice Manager, I am sorry to hear you have had a bad experience with us. So I am able to look into this incident further please can you email slmc.rec@nhs.net with more details. Best Regards Emma Parker Practice Manager