The Jubilee Street Practice Ltd - Ratings and reviews
Reviews
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Review titled Worst Practice
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2024
This is the worst practice in the whole of London. The workers are lazy and makes such a difficult experience in trying to make an appointment. The practice is always empty yet they have all the time to sit and do nothing. The wait for a call can be over an hour to answer however, when I go there it is empty and no one is picking up calls or busy . I went to the practice to provide my information and waited for an appointment text. However, I didn’t receive nothing has been updated meaning I had to do all the process and wait again. Very Lazyy!!!! Avoid at all cost !!!
Visited April 2024
Review titled The Jubilee Street Practice Ltd
Replied on 09 April 2024
Dear Patient, We sincerely apologise for the inconvenience you experienced at our practice. Your feedback is invaluable to us, as it helps us identify areas for improvement. We are deeply concerned to hear about your negative experience with our service. On average we process around 500 online consultations a week and receive around 1400 calls in the same period of time, not to mention all the other back-office / admin work that also has to be processed during opening hours, unfortunately we do not have protected time to do this. Often colleagues need to discuss / confer with each other and it can seem from a patient's perspective that they are not being productive. However, it's disheartening to learn that we fell short of your expectations. Rest assured, we take your concerns seriously, and we are actively investigating the issues you've raised. Please accept our apologies for any inconvenience caused, and we thank you for bringing these matters to our attention. We are committed to making the necessary improvements to enhance the quality of care we provide. If you would like to discuss your experience further or have any additional feedback, please feel free to contact us directly. Kind regards Kamal Senior Management Team
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Review titled Practice is not accessible anymore
Rated 1 star out of 5
by Vincent Young - Posted on 05 March 2024
The Practice Manager. The system now in place is clearly designed to prevent users from ever making contact with anyone in surgery. The phone line is always busy - "your call is important: you are currently number 12 in the queue!" - and it's impossible to find an email address to write to the Practice. I wonder if you have actually tried opening the "send us an email" icon? The resulting page is completely inscrutable, giving the user no opportunity to successfully send an email. I am invited to use the n h s app when I want to re-order my repeat medication - but all 4 x regular items do not appear in the list - while the 2 things I hardly ever request, are shown!? I can no longer ask the pharmacy to re-order for me, as was once a convenient option, nor can I call in to surgery for the purpose. So I must rely entirely on the n h s app, only to find my meds are not shown there. I wonder if anyone in the health service recognizes the frustration and bewilderment the online service presents for the occasional user(?) So many different points of access to confuse the patient - and confound the patience! One point of access with clear signposting at every stage, would be so helpful. I have now spent an entire morning trying - unsuccessfully - to reorder my long-term medication, something which should be so simple and quick to arrange! Your sincerely..... p.s. Before I can send this, I've now been informed that any words in capitals only, cannot be included in the message, apparently including nhs! (The 'it' team really need to review their practices.)
Visited March 2024
Review titled The Jubilee Street Practice Ltd
Replied on 05 March 2024
Dear Vincent Young, Thank you for taking the time to share your feedback regarding your experience with our practice's communication systems. We sincerely apologise for any frustration or inconvenience you have encountered while attempting to contact us and manage your healthcare needs. We acknowledge your concerns regarding the difficulty in reaching us via phone and the challenges with the email system. We understand the importance of providing accessible and user-friendly communication channels for our patients, and we regret that our current system has fallen short of meeting your expectations. We have been actively working on addressing our call wait time issues. One significant change on the horizon is our ongoing discussions with a new telephony supplier. This partnership aims to introduce additional call handling features, as recommended by NHS England, to improve access. We hope to finalise this transition by the end of March and roll out the new system soon after that. In the meantime, we are exploring other avenues to enhance patient access, such as encouraging the use of the NHS App for tasks like ordering repeat prescriptions and utilising e-consult for medical queries. These measures are intended to assist patients, particularly those who may face challenges with digital means of communication. Regarding medication reordering through the NHS App, I understand the frustration of not finding all your required medications listed. The limitations are in place to ensure patient safety, for example medications that are on repeat but under a slightly different scheme called repeat dispensing might not show. I would like to assist you further in addressing this issue. Please contact us so we can review your medication list and make any necessary adjustments to facilitate future orders. Regarding the email option on our website, we apologise for any confusion you've experienced. The links are designed for convenience and security, but we understand they may not work as intended on all devices. Our email address is: nelondonicb.jubileestreetpractice@nhs.net, and if needed you can right click on the email link on our website and select ‘Copy email address’ and then paste that in to your email client. We regret any inconvenience caused by the restrictions on submitting reviews through NHS Choices. While we have no control over this third-party platform, we appreciate your valuable feedback and will continue to strive for improvements in our services. Thank you again for bringing these concerns to our attention. We are committed to addressing them and enhancing the overall patient experience at our practice. Kind regards, Kamal Senior Management Team
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Review titled Really good care
Rated 5 stars out of 5
by James Payne - Posted on 15 February 2024
Friendly, professional and caring. I had stitches removed by one of the practices nurses. he put me at ease and gave me very clear guidance. Didn’t have to wait long, and was impressed by the standard of Care
Visited February 2024
Review titled The Jubilee Street Practice Ltd
Replied on 16 February 2024
Dear James Payne, Thank you for taking the time to share your experience with us. We are delighted to hear that you found our nurse to be friendly, professional, and caring during your visit. Providing clear guidance and putting our patients at ease are top priorities for us, and we're glad to hear that you felt well taken care of. We strive to maintain high standards of care and efficiency, so it's rewarding to know that your experience met your expectations. If you have any further feedback or questions, please don't hesitate to reach out. Wishing you good health. Kamal Senior Management Team
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Review titled Great practice but impossible to negotiate the website!
Rated 4 stars out of 5
by Anonymous - Posted on 26 February 2024
I have tried on several occasions to contact the practice using e-consult. However I fail everytime to find the form where you can explain what is wrong! Please can you make it simpler and put a link on the home page of your website so that it is very easy to use e-consult. This morning I wanted to get in touch and request an in-person consultation for my friend (registered at the practice) who has had a heart problem recently. I had to do it via 'heartburn' as I couldn't find anywhere more relevant!! Please can you do something about this. I am a huge fan of this practice but would so appreciate an easier way to contact you online. I even called in at the practice to see if one of your receptionists could help me negotiate the website, but she couldn't! Thanks.
Visited February 2024
Review titled The Jubilee Street Practice Ltd
Replied on 27 February 2024
Dear patient, To try and address the concerns you raised, I would like to take this opportunity to share the following information, which hopefully will not only help you and your friend but others as well. You can access our online consultation service via our website at https://jubileestreetpractice.nhs.uk/. Once on the home page, you will see three options right at the top of the page as red buttons. One of these is the 'Online consultations' button. Clicking that will take you to our partner site, 'e-Consult', where you can begin filling out the form. I do acknowledge that when presented with the option of 'Find the problem you want to ask about', some queries such as heart-related issues do not appear in the options list or by searching for them. In such instances, if you click on 'All problems A-Z' and then click the link just under the search box labeled 'Request other advice', this will allow you to discuss any issues not listed in the options. I want to express my gratitude for helping your friend and for continuing to use our online services. Unfortunately, we do not have control over some of the questions and options that patients are presented with. However, I am confident that with the above information, you and others should find assistance for any non-emergency conditions. If you encounter any further difficulties or have additional feedback, please do not hesitate to reach out. We are continually striving to improve our services and appreciate your valuable input. Finally I will discuss this with our Patient Assistant team to ensure they are all aware of this and in the future are able to support patients such as your self to better navigate the e-consult form. Wishing your friend good health, Kamal Senior Management Team
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Review titled Great nurse
Rated 4 stars out of 5
by Anonymous - Posted on 05 January 2024
I went for a cervical screening and the nurse was incredibly kind, helpful, and attentive. She gave extra advice and answered all the questions I had and made me feel really listened to. Thank you for a very easy and positive experience
Visited January 2024
Review titled The Jubilee Street Practice Ltd
Replied on 08 January 2024
Dear Patient, Thank you for sharing your positive experience with our cervical screening services. We appreciate your feedback and are glad to hear that our staff provided helpful and attentive care. Your input helps us maintain and improve the quality of our services. Wishing you good health Kamal Senior Management Team
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Review titled Disappointing service
Rated 3 stars out of 5
by Jacqueline Robson - Posted on 18 January 2024
I contacted the surgery through the online form and was given a phone appointment a week later with a associate which is very disappointing as I need to speak to a doctor as I’m going through the menopause and I don’t feel comfortable speaking to someone else as I feel I’m being fobbed off I also filled out another online consultation but had no reply very disappointed with the way it went.
Visited January 2024
Review titled The Jubilee Street Practice Ltd
Replied on 19 January 2024
Dear Jacqueline Robson Thank you for taking the time to share your experience with us. We sincerely apologize for any inconvenience you may have faced in obtaining a timely appointment and for not receiving a response to your online consultation. We understand that discussing personal health matters, especially related to the menopause, requires sensitivity and the expertise of a clinician. Your feedback is crucial in helping us identify areas for improvement. We assure you that we take your concerns seriously and will review our processes to ensure that patients with specific needs receive the appropriate attention and care. As well as GPs and practice nurses, at Jubilee Street we have a large team of clinicians with whom you may be offered a consultation. This includes a clinical pharmacist, a physician associate, a musculoskeletal practitioner, a mental health practitioner, a midwife, and a cardiovascular nurse. Most of the clinicians work closely and are supervised directly by a doctor. However it looks like your latest e-consult requesting the appointment to be chaged to a GP, although was received and agreed upon by the GP, we failed to contact you to inform yo of this. We are very sorry that on this occasion we had not responded to your query and closed off the consultation. At the time of writing this I understand one of our admin team has contacted you and booked you in with one of our GP's. We hope this is to your satisfaction, if however you wish to discuss any of this further, please get in touch with us. Wishing you the best health Kamal Senior Management Team
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Review titled Great care
Rated 5 stars out of 5
by Anonymous - Posted on 12 December 2023
I had excellent care from the nurse at jubilee street practise. It was easy to book appointments and be seen. The care was efficient and of high level and we discussed my care rather than just being told what to do (which I like).
Visited December 2023
Review titled The Jubilee Street Practice Ltd
Replied on 13 December 2023
Dear patient, Thank you for taking the time to share your positive experience at Jubilee Street Practice. We appreciate your feedback on the excellent care provided by our nurse. It's great to hear that you found the appointment booking process easy and that the care you received was efficient and of a high standard. We value the opportunity for patients to be actively involved in discussions about their care, and we're pleased to hear that this approach resonated with you. If you have any further comments or suggestions, feel free to share them with us. Your feedback is important in helping us maintain and improve the quality of our services. May I take this opportunity to highlight for all our patients, that if you have a nurse appointment and can no longer make it or wish to re-book, then please help us by requesting a cancellation using the following administrative help link: https://jubileestreetpractice.webgp.com/react-consult-administrative-help?codeName=GEC_ADM Wishing you good health! Kamal Senior Management Team
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Review titled really hard to cancel appointments
Rated 3 stars out of 5
by Niamh Darlington - Posted on 28 November 2023
Hi Tried calling but ended up on hold for ages to cancel a flu jab. I am really loath to be a no-show but work commitments mean i can't attend anymore. Tried calling but was on hold for ages, emailing but kept getting bounce backs so ended up filling in an online medical form- hopefully gets picked up. An easier service to cancel appointments would eb appreciated. Like i said, hate to be a no show when nhs is stressed but also cannot afford to be on hold for ages as am at work. hopefully one of the forms submitted gets through and the slot can be given to someone else.
Visited November 2023
Review titled The Jubilee Street Practice Ltd
Replied on 28 November 2023
Dear Niamh Darlington, Thank you for taking the time to inform us about the challenge you faced while attempting to cancel an appointment that no longer suits your schedule. We appreciate your efforts in ensuring that the appointment slot can be made available to someone else with sufficient notice. Moreover, we are grateful for your constructive feedback, shedding light on the necessity for improved awareness regarding the optimal method of canceling appointments, one that is convenient for patients. In response to your valuable input, we have introduced a new feature on our website called 'Book & Cancel Nurse Appointments.' You can find this button halfway down the homepage, highlighted in red. Anyone can utilise this feature to inform our admin team about the appointment you wish to cancel. Additionally, there is an option to indicate if you would like to rebook the appointment, allowing a member of the admin team to contact you. This implementation aims to streamline the cancellation process, reducing the burden on our telephone lines. It is particularly beneficial for those who may find it challenging to use traditional telephone services or wish to avoid prolonged wait times for canceling appointments. For GP appointments, we currently request patients to call us for cancellations. However, stay tuned as we are actively working on a similar online solution for GP appointments in the near future. Once again, we extend our gratitude for bringing this matter to our attention, and we wish you continued good health. Kind regards, Kamal Senior Management Team
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Review titled Very responsive
Rated 5 stars out of 5
by Anonymous - Posted on 17 November 2023
I’ve always had a prompt and mostly helpful responses to any contact I’ve made to the GP considering how pressured NHS services are.
Visited November 2023
Review titled The Jubilee Street Practice Ltd
Replied on 17 November 2023
Dear Patient, Thank you for sharing your positive experience with our GP practice. We appreciate your feedback on the prompt and helpful responses despite the challenges faced by NHS services. Your input is valuable as we strive to maintain high standards of service for all patients. Wishing you good health! Kamal Senior Management Team
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Review titled Could not be bothered
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
After calling and waiting 40 minutes I got a different answer every time, none of the things I was told were true it seems. The people who answer the phones just want you off the line as soon as possible and will tell you anything you want to hear no matter if it's true or not. Not once did anyone genuinely try to answer me correctly or in a way that would at least sound honest. I'm not asking for much, just not to be brushed off as soon as possible. I don't know how other GP's are but I will be changing to a different one.
Visited October 2023
Review titled The Jubilee Street Practice Ltd
Replied on 22 October 2023
Dear Patient, I understand your frustration with your recent experience when calling your GP practice. Firstly, I want to sincerely apologise for the inconvenience you've faced. We take your feedback seriously, and it's essential that our patients receive accurate and helpful information when they contact us. In response to your concerns about inconsistent information and feeling as though our staff may not have been as helpful as they should be, I'd like to assure you that we are committed to improving our phone services. This issue is certainly something we would love to get a bit more information about so we can work on any training gaps to ensure a more consistent and informative experience for all our patients. Your feedback is invaluable to us, and we appreciate your honesty. We do not want any patient to feel brushed off or receive inaccurate information. We are continually striving to provide the best care and service to our patients, and your input helps us in this mission. If you have any further feedback or if there's anything specific you'd like to share with us to help improve our services, please consider coming aong to one of our online Patient Participation Group (PPG) meetings, more details of which can be found here: https://jubileestreetpractice.nhs.uk/patient-participation-group/. Kind regards Kamal Senior Management Team