The Ecclesbourne Practice - Ratings and reviews
Reviews
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Review titled Great recent experience
Rated 5 stars out of 5
by Anonymous - Posted on 16 March 2024
I recently needed to use the GP service and had a really positive experience. The receptionist, admin staff, nurse and advanced practitioner who I had contact with were really lovely and all went above and beyond and made me feel very well cared for. I also absolutely love the call back service for when the phone lines are too busy, it's a really great feature.
Visited March 2024
The Ecclesbourne Practice has not yet replied.
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Review titled GP like Ecclesbourne need to be colsed.
Rated 1 star out of 5
by Ibrahim Diallo - Posted on 14 February 2024
Two weeks ago the receptionist booked me for today at 15:30 to see the Nurse and the doctor. Unfortunately, after cancelling all my program, arranged for a parking, waited until 16:00 for the nurse to told me she not qualify for what I booked for : to check if I am asthmatic or not? For the 3rd time this appointment has been cancelled (2 vis text message 1 at the surgery). Back to the receptionist to ask if I can see the doctor then (2nd) booking; again No Doctor. So what did they book me for? A surgery without a Doctor nor a qualified asthma nurse does it deserve to stay open? Just a receptionist allocating empty appointments. They have no respect to people's time and health.
Visited February 2024
The Ecclesbourne Practice has not yet replied.
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Review titled 1 hour wait time on call
Rated 1 star out of 5
by Anonymous - Posted on 06 December 2023
Absolutely ridiculous! I had a call scheduled which I missed by a second. No call back. Reception closed from 12:30-2:30pm. Called back at 2:30pm no answer and been on hold for 1 hour in position one. When I walked into surgery, receptionist are sitting having a chat and no care in the world. Beyond ridicloius and disbelief.
Visited December 2023
Review titled The Ecclesbourne Practice
Replied on 06 December 2023
Please accept our apologies the practice was actually closed this afternoon for a protected learning event, Our phone provider had a fault on the divert of the phone lines. They are investigating the issue. Please email oraelosiandptns.text@nhs.net and mark for the attention of the manager so we can contact you to rebook your appointment. Again please accept our apologies as this was out of the practice control.
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Review titled Needs to be closed after the next CQC inspection.
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2023
We have been patients at this surgery for over 10years now. However the surgery is no longer able to provide care for the patients. Seeing a GP is impossible. There are no appointments available. We are told to call at 8.30am for same day and emergency appointments but after staying on the line for 10/15 minutes we are told by the receptionist that there are no appointments available and no telephone consultations available. The CQC report from Nov 2022 reports that this surgery is inadequate and will be re-assessed in 6 months -the time for another inspection is here and the surgery needs to be closed. Very disappointed in this surgery and will now be changing to a surgery that serves its purpose.
Visited July 2023
The Ecclesbourne Practice has not yet replied.
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Review titled Awful surgery, and even worse patient care
Rated 1 star out of 5
by Anonymous - Posted on 09 June 2023
I had an appointment scheduled for 11:25 am, but the nurse saw me for my annual asthma health check at 12:00 pm. The appointment began as usual, with the nurse checking my blood pressure and weight. When it came to weighing me, I asked whether I should remove my shoes and personal bag, but the nurse told me not to, which struck me as odd as these items could affect my weight. Throughout the check, the nurse apologised frequently for not being able to find certain items, such as the disposable part for the peak flow test. I gave the nurse the benefit of the doubt and told them not to worry. As someone who has had asthma for their whole life, I was disappointed that the check was not up to standard. Firstly, the nurse had difficulty navigating the system because they were new to this surgery. They asked me several times whether I smoke or drink, and it took around 5 minutes for the nurse to find the non-smoking option. The nurse searched for an asthma check for adults on Google and asked me some questions from the quiz, possibly because they couldn't find the normal questions in the system. Despite my patience, the series of questions regarding exercise, emotion, and more, that I am asked every year during my annual asthma check were not asked. The nurse wrote down my weight and blood pressure on the back of an envelope and said they would put it on the system later and that they will remember to do this. During my "asthma check," another nurse came in to discuss not being able to find a vein on someone, which was disruptive, considering I had already been waiting 35 minutes for my unsatisfactory appointment. Overall, I left the appointment feeling annoyed that I wasn't given the thorough check I should receive. I was surprised at the lack of training given to the new nurse, considering their difficulty navigating the system. This is not a criticism of the nurse, but rather an observation about the surgery's responsibility to assist new hires in becoming familiar with the software. This surgery is becoming progressively worse by the minute with GPs who don't listen, extremely late appointments, receptionists who overstep their boundaries, nurses who are unfamiliar with the software, and nurses who interrupt appointments. I wonder when the surgery will be reformed.
Visited June 2023
The Ecclesbourne Practice has not yet replied.
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Review titled On the contrary
Rated 4 stars out of 5
by TERRY - Posted on 03 May 2023
Have been with the practice for a very long time. Wish we could get back to booking face to face appointments on line. Think it's good that our doctors are part of the training for future GPs. Frustrating when by 0831 you find you are 9th in the queue but am very impressed when, during the day, you do get through--- you are dealt with professionally and very efficiently
Visited May 2023
Review titled The Ecclesbourne Practice
Replied on 11 May 2023
Dear Terry, Thank you for your feedback. We are actually offering face to face appointments but this is not yet available online. We are in the process of reviewing our appointments and would take into account your feedback. Please, feel free to contact me if you wish to discuss any issues about your experience with the practice. Regards, Zuzana Sinalova Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 30 March 2023
I called the surgery at 0830 on behalf of my elderly mother who was in pain and distress. Was told that her name would be added to the list for the GP to call her back that fat. No call received. Called the following morning, explaining that the GP had not called, only to be told that her name was not on the list for call back the previous day. This time we did receive a call back. This is not the first time this has happened, or the call back has been very late at night (when elderly people might not pick up the phone). The management need to address the quality of reception staffing.
Visited March 2023
Review titled The Ecclesbourne Practice
Replied on 11 May 2023
Dear Anonymous, Thank you for your feedback. I am sorry to read that your mother hadn't received an acceptable service. I will discuss late phone calls with the GPs on our next meeting. I hope your mother will have a better experience in any future consultations, however if you feel this has not changed please contact me on 02036174051 to discuss further. The surgery will continue to focus on provided good care to all our patients. Regards, Zuzana Sinalova Practice Manager
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Review titled Awful practice
Rated 3 stars out of 5
by Anonymous - Posted on 06 February 2023
actually impossible to get through to them when you call at their allocated time for appointments. i waited on the phone for 15 minutes and they just hung up therefore i lost my place in the queue and when i tried to call back the queue wasn’t taking anymore appointments so i couldn’t ring back at all. previously, i have gone to the surgery for an early appointment and i have witnessed with my own eyes the receptionists not caring if the phone is ringing and are all just sat in their back room laughing and chatting and drinking tea etc. absolutely awful receptionists who have no concept and awareness that people are calling for serious medical matters. i have had the doctor call me back for an appointment at 11:45pm at night. i waited since 8:30am for a call back and i was called back at 11:45pm. it is beyond unprofessional and the worst doctors surgery i have ever come across in waltham forest. they seriously need new receptionists and to change their ways. awful practice.
Visited February 2023
Review titled The Ecclesbourne Practice
Replied on 28 February 2023
Dear Patient, I am sorry you have not had a good experience with us and I would like the opportunity to learn from this for improvement. If you wish to discuss please contact me via the practice. I shall be making inquiries as to your telephone consultation timings. I shall also discuss with all the reception team the issues you have reported upon. Thanks
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Review titled Poor service
Rated 3 stars out of 5
by Amanda Brigdale - Posted on 07 March 2023
Called several times at 08.30 only to be cut off after holding for up to 25 mins. When I did get through at exactly 08.30 I was offered a call back. By 17.00 and not had a Dr call I called surgery to be told I was not on list. I was in pain but told to try again tomorrow. I called the federation number and saw a GP at another venue that evening..The reception staff are decidedly 'off' I resent having to tell in detail my medical problem to an untrained receptionist giving the attitude that jts her decision as to my seeing a medical professional. I fully understand the current complications. I have now left Ecclesbourne after 40 + years.
Visited January 2023
Review titled The Ecclesbourne Practice
Replied on 11 May 2023
Dear Amanda, Thank you for your feedback. We are sorry to see you leave. We would have preferred an opportunity to discuss your experience and work with you to improve. We wish you all the best. Regards, Zuzana Sinalova Practice Manager
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Review titled Clinical pharmacist
Rated 4 stars out of 5
by Anna - Posted on 09 September 2022
the clinical pharmacist was extremely helpful and knowledgeable and left me feeling reassured following my consultation with her, where she gave me a full snd detailed explanation of my condition and it’s causes and recommended treatment. Thank you.
Visited September 2022
Review titled The Ecclesbourne Practice
Replied on 25 October 2022
Thank you for your positive comments this will be passed onto the clinical pharmacist concerned. It is always pleasant to receive a detailed reason for the positivity.