Glebe Street Surgery - Ratings and reviews
Reviews
-
Review titled Receptionist bedside manner non existent
Rated 1 star out of 5
by Anonymous - Posted on 13 November 2023
Incredible disappointing service. You only ever call a GP's surgery if you have tried every other avenue and have nowhere else to turn. I feel beyond let down and very low. I thought GP practices were about helping people in their hour of need. It's the opposite at this practice.
Visited October 2023
Glebe Street Surgery has not yet replied.
-
Review titled Poor poor service
Rated 1 star out of 5
by Anonymous - Posted on 12 June 2023
Good luck getting an appointment. It's like a lottery system. You need at call at 8am and if you're lucky you get an appointment, if not, try again the next day. Sometimes you can try call at 8:05am and all appointment slots are booked out. It's crazy.
Visited June 2023
Review titled Glebe Street Surgery
Replied on 15 November 2023
Realistically, you are quite right. As with most Practices, demand far outstrips our ability to accommodate it. Present rules mean that we book patients to see a doctor as soon as we can, but demand makes it sometimes a couple of weeks before we can get a patient seen. Each day, however, we have four consultation slots that are designated 'on the day'. Unhappily, these go within minutes as soon as we open, so once again, you are correct. The idea if it is urgent is indeed to call back the next day when we are faced by the very same situation. I am so sorry you feel it was poor service. We do try our best, and we have a great telephone system, but as calls are taken by one receptionist, it is such a small surgery; whatever we try, and we try many different things, it is impossible to accommodate the sheer volume of calls we get. Clive Polles Practice Manager
-
Review titled Phone lines purposely inaccesible
Rated 2 stars out of 5
by Anonymous - Posted on 16 May 2022
Your phonelines are at all times within the suggested 08:00, 08:01, 08:05, 08:10 at both contact numbers in your website. 020 8748 7398 020 8747 4800 It is also impossible to speak with reception not even for queries over the phone. I submitted my registration form, emailed, post it twice, and still despite being nearing three months waiting for your team to acknowledge my form nothing happens. In person the two times I ever did approached your staff member was dismissive unwilling to listen and just ask me to post my form. If you won’t answer your phones, when email you respond I should come in person or call and fill the form, then when this happens you don’t call. How am I supposed to do it?
Visited May 2022
Review titled Glebe Street Surgery
Replied on 15 November 2023
Sadly, during the day, reception takes up to 250 calls. These are the ones we can answer. In the mornings, between 8 am and 9 am, up to 40 people are trying to call in, making answering all calls promptly impossible. Each call is a minimum of 3 minutes, so that means reception can only get through 10 in half an hour. Sadly that is the situation. I can only apologise profusely, despite having an excellent phone system as a small practice there is only room for 1 receptionist downstairs. We do not acknowledge registration forms but the most effective way to check if your registration has gone through is to visit the practice and then we can follow up personally. I am sorry you had problems with this. Clive Polles Practice Manager
-
Review titled They don’t care like they used to
Rated 2 stars out of 5
by Anonymous - Posted on 11 May 2022
The receptionist is always rude and short and makes you feel like a complete inconvenience. Whilst doctors are busy people, the doctor could at least try to make you feel like he is not in a rush to get you seen and out of the door as fast as possible. I always feel that he doesn’t want to take more than seconds (literally) to talk about the matter in hand nor does he take much time to explain things. I also have a child and I don’t feel that he has much (if any) bedside manner when it comes to children. As for the nurses, one is incredibly nice whilst the other, (like the doctor), is not great at putting children at ease. I’ve been with this surgery for most of my life and it really has changed and not for the better.
Visited April 2022
Review titled Glebe Street Surgery
Replied on 15 November 2023
I am so sorry that you were so discomforted by both administrative and clinical staff. We do try to do as best we can in a time of incredible demand. Reception has about 3 minutes allocated to each call and as we generally start the day at 8 am there are already probably up to 40 call on the line. As a small practice this is difficult to handle for both reception and doctors and nurses. Sometimes, to be honest we get so inundated that our person and patient centred service does get stressed and that sometimes results in the problems you highlight. Doctors and nurses have 10 minute appointments and even though they try to deal with whatever problems are presented, ten minutes is barely sufficient to deal with one problem. Thanks though for the complements about one nurse and one doctor. Clive Polles Practice Manager