The Doctors House - Ratings and reviews
Reviews
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Review titled Bad practice
Rated 1 star out of 5
by Arunraj Mahenthiran - Posted on 26 April 2024
We attempted to schedule an advance appointment for my wife, but they declined to book it at the counter and requested that we do so over the phone. Upon calling them, the individual who answered instructed us to call either at 8:00 am or 1:30 pm to make any appointments. However, the phone lines remained consistently busy, preventing us from booking an appointment. The staff were unhelpful and displayed rudeness. But the their website says "You can book advance appointments on weekdays at any time between 8.00am and 6.30pm by either coming in person, or by telephone.
Visited April 2024
Review titled The Doctors House
Replied on 30 April 2024
Dear Arunraj Mahenthiran Thank you for your feedback. We have limited on the day appointments and the demand for last week following a cold spell was very high. I can see that you have recently registered with our practice, and you may not be familiar with our appointment booking system, I apologise if this has not been explained clearly to you. Based on your review where you stated we are a “bad practice” I investigated whether my team had been rude and unhelpful to you, I have reviewed the call recording on the 24th April. You rang the surgery for an appointment at 12:50pm, to book an appointment, the receptionist advised you very politely to call at 1:30pm. You asked, can we come directly and make an appointment, she replied sorry no, there are lots of people already waiting and its first come first serve. You replied ok, then you said so I need to call after 1:30pm, she replied call exactly at 1:30pm. You replied exactly 1:30, ok, she replied yes, appointment times are 8am and 1:30pm, ok? You said ok, ok, thank you and she replied ok you are welcome. During this phone call my receptionist was extremely polite and courteous to you. Phone calls at the booking times do get busy, and this is the case across most practices in the UK. However, you rightly state that you can book advance appointments at anytime during the day, but I would like to point out to you, at no point did you ask for an advance appointment during the call. During your interaction with the team at the surgery they understood you wanted an appointment on the day. I apologise, if we didn’t fully understand your needs. I would like to point out the you can get appointments by the following: 1. You can queue to make an on the day emergency appointment, as many of patients do not have phones or prefer this option. (8am or 1:30pm) 2. You can call to book an on the day emergency appointment at 8am in the morning or 1:30pm in the afternoon. 3. You can call NHS 111 when we are closed, if they feel it is appropriate, they will book you in directly on our system as they have allocated appointments on our clinical system. 4. You can book advance appointments. 5. You can if there is more acute situation be provided with a home visit by our GPs or be given an On Call appointment with the on-call doctor. 6. You can complete an econsult, unlike many surgeries we do have any time restriction on this, you complete this anytime you like by going on to our website. 7. For certain clinics you book directly onto our system, we use this for flu vaccination, COVID vaccination clinics, baby Imms, smear clinics, Asthma and COPD reviews. 8. We also provide additional appointments through the Seven Kings Primary Care Network – Enhance Access, these appointments are held at Seven Kings Practice in the evenings Monday to Friday and on Saturday 9-5pm. I hope the booking process is clear, we will send you our appointment booking guide via text message. Regards Practice Business Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Sri Balakumar - Posted on 02 April 2024
I called the surgery in regards to a prescription. The receptionist was very helpful. She called me back to let me know the prescription was sent to the pharmacy.
Visited April 2024
Review titled The Doctors House
Replied on 30 April 2024
Dear Sri Thank you for the feedback, it is good to see that patients appreciate the team at the surgery.. I have this has been shared by with the team. We all really appreciate you spending your time to write in the feedback Regards The Practice Business Manager
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Review titled Atrocious
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2024
I find it totally outlandish that I had to wait over 30 minutes and still not speak to anyone on the main number, I then called the by-pass number and still there was no answer, the phone rang off the hook. I am fortunate that I am an able-bodied person and can do things for myself, but if it was an elderly person, person with a disability, with a severe illness/physical health condition, they would find it hard and struggle to get through to some one in the surgery and would pay for because of the ineptness at this surgery.
Visited April 2024
Review titled The Doctors House
Replied on 25 April 2024
Dear Patient As you have given your feedback anonymously, I can’t respond to your feedback effectively. You can contact me directly by coming to the surgery or by phone as I would really like to discuss the issues you have highlighted. I would like to point out since the pandemic, we have had an increase in calls from patients, this has led us to increase receptionist from 2 to 3. If you had visited our surgery this week you will have seen our reception office being reconfigured and redecorated so that we have more space in the office. We are doing this so that in future we will be able to have an additional receptionist during our peak times. I would like to point out this week between Monday to Wednesday we have handled 819 calls, that is 26 calls per operational hour. The reception team try to manage calls within 5 minutes, but some calls take longer which impact other patients. The receptionist also have to deal with queries at the surgery, place transport bookings for patients and other patient admin. If you had visited us this week, you would have also seen that we have changed our front entrance so that the accessibility for our patient is further improved. Additionally, I would also like to point out we just ordered a new phone system which will be in place within the next 3 months, which will hopefully improve the patient experience and will give us greater functionality. Our team are committed and work tirelessly to support our patients in a pressured environment. Regards Practice Business Manager
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Review titled Poor service on many occasions
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2024
The service at this surgery is truly appalling. Hard to get appointment's and they never run on time. The practice manager is never around to hear our plea. They have recently introduced a 'covid test' in the surgery which are no longer free. And in absence of the test result you wont be seen. This is the state when we are all vaccinated by the same practice. Moreover, They have given me incorrect pot for specimen on 3 occasions. And upon requesting for clarity they accused me of collecting wrong pot. Reality is - you get given the pot by the receptionist. Now they accusing me of changing the label on the pot. Well the truth is - pot comes with a label. We don't apply one. Because of their consistent bad behavior and lack of professionalism, please stay away from this practice.
Visited February 2024
Review titled The Doctors House
Replied on 12 March 2024
Dear Patient Thank you for your feedback. When we met and discussed you’re experience, I apologised as I agree the service we provided was not to the standard that we expect to give our patients. I am sorry that you had to give multiple samples. As I explained the issue was caused by a locum doctor requesting 3 tests on one form, this meant the Laboratory rejected your samples as each sample needed to have a separate form. As I explained in my 5 years working at this practice, this is the first time I came across this issue. The reception team had not come across this situation, and as the laboratory rejects samples as the label has not been filled in, they thought the issue was that the information had not been completed accurately on the label. I am available if I am not in a meeting, I work full time and work for most of the hours the practice is open. My team told me about your situation, which led me to call you and then arrange a meeting at the surgery. By the time you came in, I had fully investigated the concerns you raised on our phone call. We do ask people to complete a LFT if they have COVID symptoms, this is to protect our doctors and staff, as we want to be able to provide a service to our patients. However, I did acknowledge that we didn’t make it clear that instead of having a face-to-face appointment, without a LFL test being completed you could have a telephone appointment. I understand you ended up having the telephone appointment on that day. My team aren’t badly behaved or lacking in professionalism, they are very patient centric and try their best to give good service. As a team we have all learnt from the experience. Once again, I apologise, I hope you have a better experience going forward. Regards Practice Business Manager
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Review titled Much better practice then before
Rated 4 stars out of 5
by Donna Walker - Posted on 01 March 2024
I would like to update this surgery history from the past, it is much better then the previous staff that was here the staff now so polite & professional & it does not feel such a problem to be seen by a doctor as there's a alternative system for appointments this was very important for patients that were unwell & experienced such a bad service thank god doctors house has changed for the best
Visited January 2024
Review titled The Doctors House
Replied on 12 March 2024
Dear Donna Thank you for the feedback, it is good to see that patients appreciate the improvement we have made at the surgery. I have this has been shared by with the team. We all really appreciate you spending your time to write in the feedback Regards The Practice Business Manager
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Review titled Great surgery - excellent receptionist
Rated 5 stars out of 5
by Anonymous - Posted on 23 November 2023
The are extremely helpful, they just keep on improving the service levels, well done The doctors are great and listen to patients needs
Visited November 2023
Review titled The Doctors House
Replied on 12 March 2024
Dear Patient Thank you for the feedback, this has been shared by with the team. We all really appreciate you spending your time to write in the feedback Regards The Practice Business Manager
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Review titled Absolutely awful practice
Rated 1 star out of 5
by Bal - Posted on 21 June 2023
I just called to try and make an appointment, of course no appointments are left which would happen since I always seem to be number 9 on telephone waiting. I called this morning to book the home visit appointment but was told they have meetings every Wednesday and cannot book appointments. When reception picked up this afternoon they said I should’ve been booked an appointment this morning- and she wasn’t working this morning so it’s not down to her. This is an excuse I have numerous times from this practice. Surely all staff work with the same policy, despite who picks up the phone?? Reception at the practice is awful, but GPs are good. Good luck trying to get to the GPs though!
Visited June 2023
Review titled The Doctors House
Replied on 22 June 2023
Dear Patient Every month there is a Protective Learning Event on a specific Wednesday morning for all GPs in Redbridge. As cover, the Redbridge ICB have a service set up for patients to call and book with GPs they provide. We explain this to all our patients that call on these Wednesday mornings, additionally we have notices up in the surgery for patients that come to the surgery. Please note all the dates for the PLEs for this year are posted on our website. It’s clear you didn’t understand that, from the conversations you had with our receptionist, I apologise for us not explaining it effectively to you. If you would like more clarity on this and on our appointment system, please contact us and ask to speak to me Regards Practice Manager
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Review titled Best Practice
Rated 5 stars out of 5
by Anonymous - Posted on 06 March 2023
The GPs are very knowledgeable and friendly. They care about patients and practice holistically. They are not rushed and would give time to listen to you and would go out of the way to help patients. Practice management team, receptionists are helpful and accomodative.I am lucky to be a patient of this surgery.
Visited March 2023
Review titled The Doctors House
Replied on 22 March 2023
Dear Patient Thank you for the feedback, this has been shared by with the team. We all really appreciate you spending your time to write in the feedback Regards The Practice Business Manager
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Review titled Efficient, welcoming and consistent over 30 years
Rated 5 stars out of 5
by Stephen Flaherty - Posted on 03 March 2023
Been with practice for 30 years, want to thank the whole team who have attended to my medical needs during my time in london, keep up the good work
Visited March 2023
The Doctors House has not yet replied.
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Review titled A Practice under pressure
Rated 5 stars out of 5
by Harry Fanning - Posted on 27 February 2023
I am pleased that the team were able to recognise the urgency of my condition and were able to arrange an emergency same day appointment and have been kind and supportive over many years . For these reasons we are happy to be patients at this surgery
Visited February 2023
Review titled The Doctors House
Replied on 22 March 2023
Dear Harry Thank you for the feedback, this has been shared by with the team. We all really appreciate you spending your time to write in the feedback Regards The Practice Business Manager