Enderley Road Medical Centre - Ratings and reviews
Reviews
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Review titled Impossible to contact
Rated 1 star out of 5
by Anonymous - Posted on 20 November 2023
They've moved all communication to their chat system 'patch', but rarely open the system so you can't get in a queue and it's worse than previously having to phone at 8am. Now they tell you when they'll open patches, then they don't. Or they delay it until later, or the next day. We tried to connect today at exactly 2pm when the system was advertised as due to open but instead found a message saying they're not going to open until tomorrow. Our elderly father was discharged from hospital yesterday and told to go to his GP for aftercare but we cannot get hold of them. Phone lines just refer us back to patches, which is offline! This is not the first time we've had this experience, it's a regular occurrence.
Visited November 2023
Review titled Enderley Road Medical Centre
Replied on 22 November 2023
Thank you for your feedback. Our afternoon session for Patchs opens at 14:00 and our care navigators are available on the telephone from 08:00 to 18:30 (closed between 13:00 – 14:00 however for anything that can’t wait until our lines open, an emergency access number is provided). Nonetheless, please do call the surgery and one of our care navigators will organise an appointment for your elderly father.
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Review titled Ankle sorted out
Rated 4 stars out of 5
by Francis Murphy - Posted on 28 November 2023
I had an infection of the ankle. The staff treated me well, I visited on 4 occasions to have dressings replaced, all done very professionally.
Visited November 2023
Review titled Enderley Road Medical Centre
Replied on 08 December 2023
Thank you for taking the time to leave your review . The team strive to provide excellent patient care and this is reflected in your positive feedback.
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Review titled Getting an appoinment...
Rated 3 stars out of 5
by Anonymous - Posted on 10 December 2023
Its impossible to make an appointment ..please tell me how do people do it..other than speaking to someone who deosnt understand you
Visited November 2023
Review titled Enderley Road Medical Centre
Replied on 22 December 2023
Thank you for your feedback, please visit https://www.enderley.nhs.uk/health-information/appointments/ I hope you find this helpful and useful
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Review titled Impossible to get an apt
Rated 1 star out of 5
by Anonymous - Posted on 06 December 2023
I called 171 times from 8am monday when the surgery opens, the line was engaged for 24 mins and when i finally got through the receptionist said she could not make me an apt for blood tests as i was instructed to by the hospital at the weekend. I was told all apts were taken for today, not that it needed to be today. She could not help make a booking for another day and told me to call back at 2pm when more bookings are released. Its impossible to get any booking by phone and if you want to submit a request on patches this can only be done as early as 8am and before the bookings fill. This system is outdated and does not work. No wonder A&E are feeling the pinch its the only way people can see a Dr!! The practice needs to review its processes.
Visited November 2023
Review titled Enderley Road Medical Centre
Replied on 08 December 2023
Thank you for leaving your feedback so we can address any less than satisfactory experiences. Please call the surgery and ask to speak to the supervisor in order to resolve this for you and address any concerns.
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Review titled Love staff, hate Patchs
Rated 3 stars out of 5
by Jane - Posted on 09 November 2023
Trying to make appointment for newly registered relative. I need to travel from Cumbria and book hotel to be able to get him to practice and help at appointment. I will have to do this without knowing whether an appointment will be available as can only book on the day! Staff very pleasant and extremely helpful, but system most inflexible and Patch's a nightmare to navigate.
Visited November 2023
Review titled Enderley Road Medical Centre
Replied on 13 November 2023
Thank you for your feedback, 90% of Patchs’ requests are seen on the day and should these details be included in the request, this would be triaged to an appointment on the day. Alternatively, please telephone and speak to one of our care navigators who can arrange a pre-booked routine face to face appointment as we do understand that there are times when Patchs may appear inflexible.
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 06 November 2023
I’ve been with Enderley Road medical practice since 1995 and have received amazing professional care, advice & support from the doctors & medical team. A big thank you. Alison
Visited November 2023
Review titled Enderley Road Medical Centre
Replied on 13 November 2023
Thank you for your feedback and uplifting comments; the team strive very hard to provide excellent patient care.
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Review titled Used to be a great practice gone from 100% to 0%
Rated 1 star out of 5
by Anonymous - Posted on 26 August 2023
Got to go through reception who don't seem to know what they are talking about wrong advice given everytime refuse to book you appointments with the GP when I used to visit this practice it was always full with patients now it's always empty and they tell you no appointments available to busy you can sit there the phone rings and rings nobody answers it ?? the place isn't fit for purpose with its incompetent reception staff and practice secretary needs to change
Visited August 2023
Review titled Enderley Road Medical Centre
Replied on 03 October 2023
I am sorry to hear that you are dissatisfied with our service overall. We strive to provide excellent care to our patients. Please contact the practice and ask to speak to the Management Support Team as we would be keen to explore this further how best to improve our service and patient experience. Thank you
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2023
Receptionist hung up the phone on me after waiting 10 minutes to speak to someone. Never get results even when follow up appointment is needed. Was left a year unaware that I needed a follow up appointment after a test because ‘they didn’t have the results’. It was only when I rang back a year later they asked me if I had the follow up. Spoke to a gp on the phone about a problem and went on my records a couple of months after to realise they hadn’t listened to me at all and they hadn’t recorded the issue/symptoms I had said
Visited July 2023
Review titled Enderley Road Medical Centre
Replied on 04 October 2023
I am sorry to hear that you have had a less than satisfactory experience. Please call the Practice and ask to speak to the Management Support Team or leave your feedback on our website so that we can investigate and respond to you directly to ensure a satisfactory outcome for you.
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Review titled Amazing experience
Rated 5 stars out of 5
by Natasha - Posted on 30 June 2023
I had a minor surgery yesterday and the nurses were so lovely and welcoming, made the experience very pleasant and enjoyable.
Visited June 2023
Review titled Enderley Road Medical Centre
Replied on 03 July 2023
Thank you for your feedback and uplifting comments. We have a wonderful nursing team who are committed to providing excellent patient care.
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Review titled Do all they can to not help patients.
Rated 1 star out of 5
by Martin - Posted on 30 June 2023
This last year via the convoluted Patches system you can log in if you're lucky and get redirected ad infernitum and when you ring they say use patches online. Absolutely disenchanted. Used to be a top end surgery. Now all they want to do is do Everything they can to Not see patients.
Visited June 2023
Review titled Enderley Road Medical Centre
Replied on 03 July 2023
We are sorry to hear that you have had a less than satisfactory experience. Patchs is a live online triage platform that has been rolled out across North West London under the instruction of the ICB, Integrated Care Board, that allows clinicians to triage a patient’s request and direct it to the most appropriate care pathway. This is operational for the majority of the day however at times does reach capacity nonetheless our telephone lines are available (between 08:00-13:00 and 14:00-18:30) where our care navigators are on hand and have been trained to recognise any requests that require prompt attention. We also have an I-Pad in reception that patients can use under the guidance of our care navigators should this be necessary. Any admin queries or prescription requests can be submitted via our website too. Please contact the surgery and ask to speak to the supervisor so we can resolve any difficulties you may be experiencing when accessing the surgery.