Archway Medical Centre - Ratings and reviews
Reviews
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Sergei Voitovich - Posted on 26 June 2023
This might be a really good GP practice, but it does not matter since the booking system is less than tedious. It’s just not working. I called exactly at 8am, I was 8th in the queue. At exactly 9am I was still 8th. This is when it hanged up with a message “we are unable to take your call”. I called again, it’s already been 46 minutes. I’m 3rd in a queue. I’m hoping than after spending almost two hours of a working day waiting on a phone I will be able to repeat a prescription. This system is dreadful.
Visited June 2023
Review titled Archway Medical Centre
Replied on 22 January 2024
I am so sorry for your terrible experience with us. I totally agree that what you describe was happening not only to you but to all of our patients and is happening to patients in every GP practice in the country. I see that you posted this in June 2023. Apologies for not replying sooner. Not only do we have an in-house ratings and review process, our patients also regularly review our services on google. We now have a triage and assessment of need process meeting the reasonable needs of patients. We have implemented changes to ensure that all patient who contacts us by attendance at our premises, by telephone, through our online consultation tool or any relevant electronic communication method receive an appropriate response. To assist our new process, Archway Medical Centre now have a large multidisciplinary team (MDT) consisting of GPs, nurses, clinical pharmacists, physicians' associates, mental health clinicians, physiotherapists, dieticians and community pharmacists. We recognised that demand and capacity did not match using the traditional clinical provision model. There are not enough GPs or nurses to go round. However, general practice experiences a wide range of medical conditions ranging from low acuity to high acuity though the majority are low to medium acuity acute conditions. NHSE further recognised that what was needed was to have onsite, a multidisciplinary team and patients should then be triaged to the appropriate clinician to allow the low to medium acuity acute medical problem to be addressed quickly and correctly. The resultant potential loss of continuity of care could be mitigated by implementing enhanced IT systems allowing all clinicians to readily access a patient’s medical records to ensure care was contiguous. Please be assured that the GP partners are still responsible for the overall care of our patients. We introduced a few digital tools to assist us and the patients to adhere to. All our patients are able to access the Virtually platform which facilitates remote consultations, enabling patients to access healthcare services from the comfort of their homes. Please see here for more details …. https://www.youtube.com/watch?v=jGS-Ym3c33g&list=PLRYAKHDipO9CzLoddOyAtQQ7bGWOU1XFt&index=2&pp=gAQBiAQB (2 mins 40 sec) Some patients preferred using Virtually Consult which is a simple tool used as part of the process to ensure that every health or administration need, presented by patients is addressed immediately. Please see here for more details …. https://www.youtube.com/watch?v=q7ejTTgE8xw&list=PLRYAKHDipO9CzLoddOyAtQQ7bGWOU1XFt&index=3&pp=gAQBiAQB (2 mins 50 sec) Assessing a patient's need at 8am in the morning by reception teams is a difficult and frustrating process for both the patients and the reception teams. Our new process and tools have addressed these problems and now our patients are now accessing general practice in a innovative and modern way.
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Review titled Inefficient: reception advised using Virtually
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2023
When I first dialled in to confirm my registration and ask appointment availability, the receptionist kept dithering. She strongly suggested I book a virtual appointment, and that it'll be sooner. I didn't know but this meant *changing* my GP to the Virtually service, and my medical needs ended up not being met. Disappointing.
Visited June 2023
Review titled Archway Medical Centre
Replied on 19 June 2023
Dear Anonymous, We are sorry that you had a negative experience with us. In terms of registering with Virtually Healthcare, if you are an existing patient then your GP practice remains exactly the same. Virtually healthcare provides a fast access service, with same-day GP appointment availability for video, telephone (online), and face-to-face appointments where clinically appropriate. As you have left your review anonymously, I am unable to contact you regarding your experience and discuss this further. Please feel free to contact me at the below contact details, Warm regards, Amanda. 0207-272-0111.
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Review titled Great practice
Rated 5 stars out of 5
by Iveta - Posted on 01 June 2023
Fantastic, I explained my symptoms they looked at my past medical history and advise what’s best steps to take. I recommend to anyone because unlike my previous Gp I felt like I was the doctor they weren’t sure what to give to me and ask me what I thought my symptoms were and that they don’t know either instead to do further research like give me bloods or refer me they just quick to give antibiotics but this Gp are amazing they know their stuff. Thank you best Gp practise I ever used ;)
Visited June 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Dear Iveta, Thank you so much for your positive review of your experience with one of our GPs. We really appreciate your feedback. Best wishes, Archway Medical Centre.
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Review titled Hip and knee pain review
Rated 5 stars out of 5
by ZIVANAI p - Posted on 01 June 2023
I am having a problem with my hip theirs a pain on it ,so today I got a call from the GP and discussed the issue. What I liked the most was that I got to understand the GP . She told me what to do and how to deal with the situation . Now got some meds and feeling much better.
Visited June 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Dear P Zivanai, Thank you so much for your positive review. We very much appreciate your feedback. Best wishes, Archway Medical Centre.
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Review titled Service with care
Rated 5 stars out of 5
by Anonymous - Posted on 01 June 2023
I had a positive experience using this service, in fact my appointment was brought forward to the date that l booked the consultation. The appointment was schedule via video. Unfortunately l had technical difficulties and despite this fact the Pharmacist did not abort the consultation and was patient. The Pharmacist was attentive , polite and above all very informative. Thank you
Visited May 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Thank you so much for your positive review. We really appreciate your feedback. Best wishes, Archway Medical Centre.
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Review titled Good practice
Rated 4 stars out of 5
by Anonymous - Posted on 25 May 2023
The practitioner I spoke to was really kind, reassuring and helpful. The appointment was easy to book, and I managed to see a practitioner the next day .
Visited May 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Thank you so much for the positive review. Your feedback is very much appreciated. We are glad that our innovative 'instant access to your GP surgery' drive gives our patients an outstanding service. Best wishes, Archway Medical Centre.
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Review titled Disappointed on the first appointment tentative
Rated 1 star out of 5
by Patricia Brabec - Posted on 03 April 2023
I have recently registered in this clinic. I really need a specific consultation to obtain a specific medication prescription. However, the doctor who could assist me is on vacation and the attendant did not bother to at least refer me to another doctor to issue this medication. conclusion: I'm sick, without any date to have a appointment and without my medicine that I would need to take today.
Visited April 2023
Review titled Archway Medical Centre
Replied on 17 April 2023
Dear Patricia, Thank you for taking the time to discuss your issue over the phone this morning with me. I am very glad to hear all was resolved on the day and that you were unsure of how the process worked for requesting medication due to you being a newly registered NHS patient in the UK. For further assistance with any inquiries, please contact the surgery and we will be more than happy to assist. Kind Regards Rachel Browne Practice Manager
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
After so much calling I finally get one appointment slot (it's usually impossible, i've been with them over a year and seen a doctor once) the receptionist can't hear my symptoms over the phone so I spell them out to which she says "oh it doesn't matter I'll work it out", so for all i know my symptoms were listed down as something different. I make my way to the surgery, I'm on time, I get checked in and i wait for my appointment and I am then told my appointments been cancelled due to a GP emergency so I can't be seen, I then have to rebook for later in the week and I'm told "sorry you couldn't be seen today, the GP thought your issues weren't pressing enough". So there was no emergency, no issues with me being seen other than my problem just not being important for them? So you struggle to get an appointment in the first place, when you're there waiting for it it's decided I'm not a priority and shouldn't be seen. Ridiculous
Visited January 2023
Review titled Archway Medical Centre
Replied on 20 April 2023
We are sorry that you had a negative experience with us. Archway Medical Centre, again, like all the other surgeries in the locality, as instructed by NHS England (NHSE), now have a large multidisciplinary team (MDT) consisting of GPs, nurses, clinical pharmacists, physicians' associates, mental health clinicians, physiotherapists, dieticians, and community pharmacists. NHSE recognised that demand and capacity did not match using the traditional clinical provision model. There are not enough GPs or nurses to go round. However, general practice experiences a wide range of medical conditions ranging from low acuity to high acuity though the majority are low to medium acuity acute conditions. NHSE further recognised that what was needed was to have onsite, a multidisciplinary team, and patients should then be triaged to the appropriate clinician to allow the low to medium acuity acute medical problem to be addressed quickly and correctly. The resultant potential loss of continuity of care could be mitigated by implementing enhanced IT systems allowing all clinicians to readily access a patient’s medical records to ensure care was contiguous. Archway Medical Centre in particular has ensured all of our clinical staff adhere to our policy of showing our patients dignity and care at the same level as our GP partners. Please be assured that the GP partners are still responsible for the overall care of our patients. Our MDT approach, therefore, allows our GPs to address the high-acuity medical conditions that might present, and our GPs and nurses can then manage our large number of patients who have chronic conditions such as diabetes, asthma, and so forth. Chronic conditions can be managed on a book in advance appointment. Our previous appointment system did not allow our GPs and nurses to be able to call in patients to monitor their chronic conditions as all the appointments were booked in advance by patients with low to medium acuity conditions who might then DNA their appointment. We are disappointed to hear that one member of our reception team caused you concern. We will discuss this issue at our next practice meeting and disseminate learning. We are so sorry that your GP appointment was cancelled. Due to an emergency, the onsite GP cancelled their clinic with short notice. The practice attempted to obtain emergency cover but to no avail. We triaged the urgent appointments accordingly and rearranged the others for another day. We apologise again for the inconvenience. Kind regards, Archway Medical Centre.
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Review titled Best experience at this GP
Rated 5 stars out of 5
by Sandesh - Posted on 19 January 2023
I use virtually app and all my treatments and health checkups happen through GP at Archway. In my tenure right from COVID days I find them very responsive and most importantly is the staff, my nurse and the doctors at this place. They are very accommodating and helpful especially when I was diagnosed diabetic. They provided valuable information about programs that helped me with diabetes remission and become medication free. I will be forever thankful to this GP. The operation staff are very friendly and welcoming, prompt even on phone or when we visit personally.
Visited January 2023
Review titled Archway Medical Centre
Replied on 17 April 2023
Thank you so much for the positive review. We are glad that our innovative 'instant access to your GP surgery' drive gives our patients an outstanding service. Our innovation, in-house developed NHS-approved IT platform Virtually, and our multidisciplinary team (MDT) of clinicians and administrators, allows us to provide a primary care service unprecedented in primary care NHS. Our model seamlessly links to NHS services and provides quick and easy access to a wider range of NHS services. We also have onsite face-to-face access if patients need to see their GP in a conventional manner, especially for long-term condition (LTC) management. I am glad that our clinicians were nice and understanding. Best Wishes Archway Medical Centre
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Review titled Great consultation and time management
Rated 5 stars out of 5
by Anonymous - Posted on 09 January 2023
Very nice and helpful GP! She has answered all my questions, helped with some doubts. Very positive and structured consultation. I received all my documents and comments/references straight after which was very handy. Also I'm really happy with the NHS virtually app - enjoy it so much and will recommend my friends:) really helping me with my time management!
Visited December 2022
Review titled Archway Medical Centre
Replied on 17 April 2023
Thank you so much for the positive review. We are glad that our innovative 'instant access to your GP surgery' drive gives our patients an outstanding service. Our innovation, in-house developed NHS-approved IT platform Virtually, and our multidisciplinary team (MDT) of clinicians and administrators, allows us to provide a primary care service unprecedented in primary care NHS. Our model seamlessly links to NHS services and provides quick and easy access to a wider range of NHS services. Best Wishes Archway Medical Centre