Albany Practice
Brentford Health Centre, Boston Manor Road, Brentford, Middlesex, TW8 8DSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Highly skilled practitioners
Rated 5 stars out of 5
by Anonymous - Posted on 03 June 2023
The practice has always responded to my needs with thoroughness and care. I am very happy with my long experience with all the doctors and support staff.
Visited May 2023
Review titled Albany Practice
Replied on 06 June 2023
Dear Patient, Thank you so much for taking the time to leave us a review. Thank you for your 5 star rating and the positive comments that you have left for us. We really do appreciate this. The team work extremely hard to ensure that the best level of patient care is provided so it is great to see it being noticed by our patients. We hope that your positive experience continues with us. Kind Regards, Management Team The Albany Practice
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Review titled Disappointing
Rated 2 stars out of 5
by Anita - Posted on 16 May 2023
Rude receptionist had to speak to practice manager re her attitude .. this was due to me not stating why i wanted to be seen by a GP .. this is private and this question should never be asked as far as im concerned as its not the receptionist concern and they are not clinicians.. Because i wouldn’t answer her re this she refused to answer any of my questions. The practice manager was very nice and reassured that this wont happen again but we will see. Also advise me what we have been told for years by the receptionist that we can call any time of the day to make an appt and not just at 8am and 13pm. I work for the NHS and not being able to get a face to face appt has a great knock on affect to the surrounding services such as the London Ambulance Service and Accident & Emergency.. Albany Practice is not good at coming back to you re tests and you are constantly chasing the doctor for referrals etc
Visited May 2023
Review titled Albany Practice
Replied on 25 May 2023
Dear Anita, Thank you for taking the time to provide the practice with feedback. We do appreciate this. I am saddened to hear that you have had a negative experience with the practice. This is never what we wish to hear from patients as we always aim to provide the best level of patient care across the practice. I understand that you have discussed your concerns raised here with the practice manager, I am pleased to hear that you found this conversation positive. I can assure you that your comments have been fedback to the relevant team members and we have taken learning from your comments. We thank you for providing this information to us so we can continue to improve our services. Should you wish to discuss this or any other matter further with any member of the management team please do not hesitate to contact us via telephone (0208 630 3838) or email (HOUCCG.albany@NHS.net) - we will be happy to speak with you. I hope that you do see a positive improvement within the practice and do not encounter any further negative experiences. Kind Regards, Management Team The Albany Practice
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Review titled great practice
Rated 5 stars out of 5
by Anonymous - Posted on 20 June 2023
good practice speaking in punjabi aswell my mother and father understand punjabi only and doctors and staff are very helpful
Visited April 2023
Review titled Albany Practice
Replied on 09 August 2023
Good Afternoon, Thank you for your 5 star rating and your kind comments. We are pleased to hear that you are happy with the practice. We are very lucky to have staff working for us that are from different backgrounds and can communicate in many different languages as well to assist patients with those needs. We hope that this positive experience continues. Thank you Kind Regards, The Management Team Albany Practice
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Review titled Better communications, still weary of triage process
Rated 3 stars out of 5
by Anonymous - Posted on 16 May 2023
I like the queuing message, and the women on reception and over the phone are helpful, plus it’s easy to make contact. I am a bit concerned that I have a lump in my stomach, yet I’ve been given a telephone appointment. While i have negative abdominal scans and the issue has been ongoing, I have recently lost my appetite and have been quickly losing weight. I am certain that in-person testing is now required. On the telephone the Dr is likely to agree with me meaning the telephone appointment is a waste of time; I’d like to know what the over-the-phone triage criteria are. I’ll call again tomorrow to get face-to-face asap as, I’m afraid that I still do not wholly trust this practice.
Visited April 2023
Review titled Albany Practice
Replied on 25 May 2023
Dear Patient, Thank you kindly for your three star review of the practice and the positive feedback that you have left for the team. I understand the concerns that you have been offered a telephone appointment for this matter and a face to face would have been better suited. Without your information I would not be able to look into this matter specifically and provide you with a personalised response however I can only assume that there were no face to face appointments available for booking at the specific time that you contacted us and the team wanted to ensure you had an appointment, so booked a telephone appointment to ensure that you would still have contact with the clinician. The clinicians can then arrange to see you for further assessment if required. We have discussed this with the appointment booking team and advised on the criteria for any patient that presents with any form of lump that they have concerns over. We have definitely taken some learning from this feedback, so we thank you for taking the time leaving this for us. Should you ever wish to discuss this or any other matter with a member of the management team, please do not hesitate to contact us directly and we will be happy to speak with you. Kind Regards, Management Team The Albany Practice
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Review titled Much improved practice
Rated 4 stars out of 5
by Anonymous - Posted on 03 February 2023
Phones are answered quickly Staff are visible and communicative on front desk Just the problem of the length of time to get to talk to a GP let alone see one if necessary but this is a national issue probably
Visited February 2023
Review titled Albany Practice
Replied on 23 February 2023
Dear Patient, Thank you kindly for your four star review and kind comments. It means a lot to us as a practice to hear of patients experiences with us. Our GP's are available daily for appointments (face to face and telephone) we have on the day bookable appointments with them and also routine appointments bookable in advance. Should you ever wish to have a longer appointment with a GP or any of our clinical team to discuss a more complex matter or more than one issue you are more than welcome to arrange a 'double appointment' just ask the receptionist who you book with and they will be more than happy to do so for you. Thank you again for taking your time to leave us a review. Kind Regards, The Management Team Albany Practice
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Review titled Very helpful
Rated 5 stars out of 5
by Anonymous - Posted on 09 January 2023
I wanted clarification of test results and advice on next steps for my pneumonia recovery. The doctor was very helpful in explaining the test results and advising me on next steps in my recovery.
Visited January 2023
Review titled Albany Practice
Replied on 18 January 2023
Dear Patient, Thank you for taking the time to leave a review for the practice based on your experience. This is really important to us and we really do appreciate you taking the time to do so. We are pleased to hear that you have had a positive experience with the practice and hope that this continues in the future. Kind Regards, Management Team The Albany Practice
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Review titled Not helped at all with my pain since August 2022
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
I’ve been experiencing severe pain for few months now and they never bother to investigated it or look into it. They quick to give you medicine antibiotic so on rather then finding out what’s causing the pain. And when I get seen is like I can do better job than them. Speechless really of how careless they are.
Visited January 2023
Review titled Albany Practice
Replied on 02 February 2023
Dear Patient, Thank you for taking the time to leave us a review. We are saddened to see that you have had a negative experience with the surgery. This is not the level of patient care that we aim to provide at all and we sincerely apologise for this being the case for you. We would like to discuss your concerns raised however we cannot directly contact you as the review has been left anonymous so we would like you to contact us so that we can discuss this further. Please do email us, HOUCCG.albany@NHS.net, or telephone us, 020 8630 3838, to discuss this in more detail in hope to resolve your queries and avoid any of this happening in the future. Again, we sincerely apologise for the negative experience that you have faced and we hope to hear from you soon. Kind Regards, The Management Team Albany Practice
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Review titled Good communication
Rated 4 stars out of 5
by emma cohen - Posted on 20 January 2023
Booked to see Nurse who was running late due to a complex case in the previous appointment, the nurse asked one of the receptionist to let me know she was running late and would be as soon as she could… makes a big difference when you are told why you are waiting and of course understandable. The Nurse was then really lovely and apologetic when I saw her and very professional
Visited January 2023
Review titled Albany Practice
Replied on 02 February 2023
Dear Emma, Thank you for taking the time to leave our practice your honest review. We are so pleased to hear that you have had a positive experience with the surgery and will most definitely pass this feedback through to our nurse. Comments such as yours are really great for staff morale, so we really do appreciate receiving these. We hope that your positive experience continues with the practice. Kind Regards, The Management Team Albany Practice
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Review titled Good help and advice
Rated 4 stars out of 5
by Ann Simm - Posted on 09 January 2023
Reception staff good and efficient . Doctor listened to me and gave good advice and organised next steps. The only problem was length of time until appointment
Visited January 2023
Review titled Albany Practice
Replied on 18 January 2023
Dear Ann, Thank you kindly for your 4 star rating and positive response regarding your experience with the practice. We really appreciate it when patients take time to leave us a review. Regarding your note about the length of time until your appointment, I'm sorry to hear that you had to wait some time for your appointment. As a practice we offer a variety of appointments with different clinicians to assist patients needs. Our reception team are also trained to a high standard to be able to ensure that each patient is provided the correct appointment with the appropriate clinician when required. Thank you for this feedback though as we will use this to ensure that we have an appropriate amount of appointments available at all times. We hope that your positive experience continues with the practice. Kind Regards, Management Team The Albany Practice
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Review titled No continuity of care
Rated 2 stars out of 5
by Anonymous - Posted on 04 February 2023
Each appointment or review is with a different person. There is **no** continuity of care. As a healthcare professional specialising in quality and outcomes I find this very worrying
Visited January 2023
Review titled Albany Practice
Replied on 23 February 2023
Dear Patient, Unfortunately we were unable to contact you directly as the review was anonymous but should you wish to discuss this with us we would encourage you to reach out to us directly either via telephone, 020 8630 3838, or email, HOUCCG.albany@NHS.net When you are booking an appointment if there is a specific GP or clinician that you wish to book with you are always welcome to mention this when speaking to the receptionist and they will always accommodate where possible. Sometimes if you are calling for a same day appointment we cannot always guarantee that your preferred GP or clinician will be available on that day as not all of the clinicians all work on the same, every day of the week. However we will want to ensure that your urgent appointment request is met therefore we arrange this with the clinician or GP that is available on the day. If you are calling for a routine appointment with one of the clinicians or GPs the team will always offer the next available appointment with any GP or clinician. As we have mentioned please do reach out to us should you wish to discuss this matter in more detail, we would be happy to speak to you. We sincerely hope that your experience with the practice improves. Kind Regards, The Management Team Albany Practice