Wembley Park Drive Medical Centre - Ratings and reviews
Reviews
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Review titled Impossible to get a appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2023
It took 30 minutes for this gp to answer a telephone call, when I was the third person waiting in the queue.Why does it take 30mins for a receptionist to get through three people.After 30min and still waiting, I am still the third person??? For this reason I had avoided seeing a doctor and start to administer my own remedies until I couldn’t bare it anymore and desperately needed to see a doctor which was impossible. What are you suppose to do? I am still waiting for the receptionist to answer the phone- I am the 2nd person now- 40 mins
Visited December 2023
Review titled Wembley Park Drive Medical Centre
Replied on 18 January 2024
Dear Patient I hope this message finds you well. I want to express my sincere apologies for the extended wait time you experienced during your recent attempt to contact our clinic. Your feedback is invaluable to us, and I understand how frustrating and inconvenient such delays can be. I share your concern and have investigated the matter to understand the cause of the prolonged wait time. It appears that we experienced an unusually high call volume during that period, leading to significant delays in answering calls promptly. I want to assure you that this is not reflective of our usual service standards, and we are taking immediate steps to address the issue and prevent its recurrence. I completely understand the impact this situation has had on your ability to access medical care promptly, and I sincerely apologise for any distress it may have caused. We are implementing measures to improve our phone system efficiency, including additional staffing during peak hours, to ensure that all calls are answered promptly and our patients receive the attention they deserve Once again, I apologise for any inconvenience you've faced, and I want to assure you that we are dedicated to making the necessary improvements to prevent similar occurrences in the future. Thank you for bringing this matter to our attention, and I appreciate your understanding. Many Thanks Arti Patel - Practice Manager
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Review titled Impossible to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 22 November 2023
I am extremely concerned that any time I need an appointment, either for myself or for my child, it is simply impossible to get one. I have raised this matter so many times and each time I do, they seem to be willing to resolve the punctual problem, however, in the long term, there is no change. For us, teachers, nurses, police officers, etc that work long hours a day, there is no regard to the impossibility of having to spend two hours on the phone to get an appointment and never able to get one.
Visited November 2023
Review titled Wembley Park Drive Medical Centre
Replied on 23 November 2023
I hope this message finds you well. Firstly, I want to express my sincere apologies for the difficulties you have faced in securing appointments for yourself and your child. Your feedback is invaluable to us, and I want to assure you that we take your concerns seriously. I understand the challenges posed by the current appointment scheduling process, and I share your frustration regarding the time-consuming nature of securing appointments. Your mention of the impact on individuals with demanding professions such as teachers, nurses, and police officers underscores the urgency of finding a more efficient and accessible solution. I want to assure you that we are actively reviewing our appointment scheduling procedures to identify areas for improvement. Your specific feedback regarding the lack of long-term resolution is a crucial point that we are committed to addressing. It is our goal to implement changes that not only resolve immediate concerns but also contribute to a more sustainable and user-friendly system. Thank you so much for reaching out yesterday with my Asst Manager Nhipa who went through the process and informed you of the online consultation route going forward. Once again, I apologise for any inconvenience you have experienced, and I want to assure you that we are committed to making tangible improvements in our appointment scheduling process. Thank you for bringing this matter to our attention.
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Review titled Disappointing Practice
Rated 2 stars out of 5
by Anonymous - Posted on 28 November 2023
I did an online consultation 2 days ago. No GP nor medical practitioner contacted me with a response. Yet I received an automated email which incorrectly stated: “I can see you have already spoken to the doctor regarding this - i am therefore completing the request”. I am not impressed as I had already waited for 48 hours for a GP to contact me regarding the eConsult and none has done so.
Visited November 2023
Review titled Wembley Park Drive Medical Centre
Replied on 18 January 2024
I hope this message finds you in good health. I sincerely apologise for the inconvenience and frustration you have experienced with your recent eConsultation. Your feedback is crucial to improving our services, and I appreciate you bringing this matter to our attention. I understand the urgency of your health-related concerns and the disappointment caused by the lack of response from a GP or medical practitioner within the expected timeframe. I share your concerns and want to assure you that we take this matter seriously. OI would appricate if you can give me a call so that we investigate what has happened. Many Thanks Arti Patel - Practice Manager
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Review titled Amazing doctors !
Rated 5 stars out of 5
by Georgiana - Posted on 23 November 2023
I am so thankful to this practice for so many reasons. In the past I have been registered with 2 gp surgeries,but did not help when I needed. Since moving to this area and registered with this surgery I had the help I needed for my son and my self every time I phoned . Thank you so much for the doctor on duty for making referrals and helping me sort out my problems . Highly recommend ! Really professional and dedicated !
Visited November 2023
Review titled Wembley Park Drive Medical Centre
Replied on 24 November 2023
Dear Georgina I hope this message finds you and your family in good health. We are truly touched by your thoughtful words and want to express our sincere gratitude for taking the time to share your positive experience. It is heartening to hear that our efforts to provide excellent care have made a meaningful difference in your life. We understand the importance of reliable and compassionate healthcare, and we are thrilled that you have found the support you needed for both yourself and your son since joining our practice. We deeply appreciate your recognition of the dedication and professionalism of our team, especially the doctor on duty who has been instrumental in making referrals and addressing your health concerns. Your recommendation means a lot to us, and we are committed to maintaining the highest standards of care for all our patients. If there's anything more we can do for you or if you have any suggestions on how we can further enhance our services, please do not hesitate to let us know. We are here to support you in your health journey. Thank you once again for trusting us with your healthcare needs. We look forward to continuing to serve you and your family with the same level of commitment and excellence. Warmest regards, Arti Patel Practice Manager
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Review titled Find another GP Surgery
Rated 1 star out of 5
by Anonymous - Posted on 09 May 2023
Just wanted an appointment regarding a bad knee. To get an appointment had to plead and argue. Was then seen not by anyone from GP but a "partner" service who had no clue about reason for appointment or any previous issue. Was recommended some pain medicine which turns out wasn't prescribed before "seeing how it goes" for few weeks and booking x-ray if still not better. Few days after I didn't get the prescribed medicine and I moaned they advised I was outside catchment area and need to find a new GP despite all my other family members still being registered!!!! Useless, no care. If you want to look after your health find a better provider than this. Been patient with them for many years and service has consistently been declining. They should be shut as they are not supportive at all.
Visited April 2023
Review titled Wembley Park Drive Medical Centre
Replied on 11 May 2023
Thank you for taking the time to bring your concerns to our attention I would be grateful if you could get in touch with me on 020 8903 6033 to discuss this issue and to allow us to investigate further into this. Please contact me so that we can arrange a convenient time and date to talk this through.
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Review titled Amazing service
Rated 5 stars out of 5
by Valerie - Posted on 12 January 2023
I am so thankful to this practice for so many reasons. I recently registered with them and I have zero negative things to say. I am someone pretty anxious about my health and previously would hesitate to phone my GP but they've made everything so easy, using patchs and evening phoning in. I've been able to have blood tests and vaccines booked well in time, I feel listened to and I feel cared for. Nurses are always willing to answer my questions and the Doctor's are very nice. In a time where GP services are under a lot of pressure and getting mostly negative coverage in the news, I feel really lucky to be registered with this practice. I am so so thankful.
Visited January 2023
Review titled Wembley Park Drive Medical Centre
Replied on 13 January 2023
Thank you for your kind words which are very encouraging. The team really appreciates hearing positive comments.
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Review titled No Empathy
Rated 1 star out of 5
by Anonymous - Posted on 30 December 2022
Have been a patient here for 15 years and had all my kids and husband registered here. We are in temporary accommodation and they have asked us to find another GP surgery as we are not in the catchment area. I tried to explain to the lady at reception that I do not wish to change right now as we will move again and I take comfort in the fact that we have a GP but will definitely advise when we are in our permanent residence. The lady at reception kept saying ‘ma’am ma’am’ in the most patronising way and totally refused to understand my situation. I even said how can you just throw us out after 15 years and again nothing. Very sad and disappointed to be honest especially being sent such a letter just before Christmas.
Visited December 2022
Review titled Wembley Park Drive Medical Centre
Replied on 04 January 2023
Thank you for taking the time to bring your concerns to our attention. Firstly, we would like to apologise for the inconvenience and disappointment. The practice is following NHS Guidelines which ensure patients are registered even if it's for a short period of time with a local Gp they can access quickly. We are more than happy to re-register patients when they move back to the practice catchment areas.
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Review titled Somehow awful
Rated 1 star out of 5
by Anonymous - Posted on 01 December 2022
Unfortunately, I cannot help but express my increasingly disappointment at not being able to: Book an appointment face to face Not having follow ups of my issues so they become worse Not having a response as for the reason why it is so complicated to see or even contact a doctor. Also, a few months ago I left a review here because of rudeness at reception. I kindly observed an immediate feedback for me to send an email to explain the issue but this was never followed up by the manager.
Visited December 2022
Review titled Wembley Park Drive Medical Centre
Replied on 05 December 2022
Thank you for taking the time to bring your concerns to our attention. Firstly, we would like to apologise for the inconvenience and disappointment that you experienced with front line staff. I am also grateful that you gave me the opportunity to explain the situation and have put things in place. Thank You Arti
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Review titled Fantastic Practice
Rated 5 stars out of 5
by Anonymous - Posted on 13 October 2022
I registered for this practice around 6 years ago and I never visited after the initial consultation. After getting a private health screen from my company and finding out that I could potentially have high blood pressure, I arranged for a phone call via the Patchs system. A Gp phoned me back on the day and I got a 24 hour blood pressure monitoring, arranged a month later. Indeed the checks did show above average high blood pressure. I was initially concerned the Practice's Doctor would just put me down for medication without bothering about anything else. But to my surprised I got an immediate response 2 days later about booking an Ecg and a blood test. Also additional tips about what else to do in the meanwhile. So I need to thank the staff for being super helpful and for anyone else reading reviews here that you'll probably only see people complaining.
Visited October 2022
Review titled Wembley Park Drive Medical Centre
Replied on 14 October 2022
Thank you for your kind words which are very encouraging. The team really appreciates hearing positive comments. Thank You Arti Patel Practice Manager
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Review titled Terrible reception service
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
I have been registered with this clinic for two years now and have observed over a period of time the immensely rude and non-caring behaviour of the receptionist staff. There have been long queues of ill and suffering people and the staff are chatting, laughing and having their tea and snacks while we wait and watch. There are messages on the wall saying abuse towards staff will not be tolerated, but I think the staff needs to view patients as human beings too. Several times I have called and left messages to my GP which have not been passed on to him. Also the staff have erroneously sent me home when I have an in-person appointment by saying I have no appointments that day, and then I have received text messages from the clinic saying I have missed my appointment. I feel frustrated and desperate at times that I cannot reach my GP directly as the forms I have to fill out online go to different doctors on rotation who don't know my history and I have to keep repeating myself. I know that the NHS is going through a rough time, but it is not the fault of the patients and we should not be treated as scapegoats in this process. All I request is to be treated with kindness and to have my time valued. Thank you.
Visited October 2022
Review titled Wembley Park Drive Medical Centre
Replied on 01 November 2022
Firstly, I would like to thank you for bringing this matter to my attention and would like to apologies for the upset this has caused you. What our patients say, matters to us and we do listen and aim to implement changes into making their experience both pleasant and smooth. Over the past couple of weeks we have implemented two receptionist at the front desk to avoid the long queues experienced. The surgery receives almost 500 calls a day, which are answered by back office staff, collectively. They strive to provide a stress free experience to all patients I would be grateful if you could get in touch with me on 020 8903 6033 to discuss this issue and to allow us to investigate further into this, as all calls are recorded for training and monitoring purposes. Please contact me so that we can arrange a convenient time and date to talk this through. Once again we are very sorry for the upset that has been caused Thank you and kind regards Arti Patel