Langstone Way Surgery
28 Langstone Way, Mill Hill, London, Greater London, NW7 1GRContact details and opening times
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Reviews
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Review titled Worst practice
Rated 1 star out of 5
by Anonymous - Posted on 11 November 2022
It used to be a good practice several years ago. But now you can't really see a doctor there. I tried to book an appointment several times through the Accurex system at 8 am in the morning and every time I received the answer that the appointments are no longer available due to unusually large volume of requests. It is obvious that there is nothing unusual. There are a lot of new developments nearby and many people joined the practice. The practice is only working 3 hours on Thursdays and they are closed at about 18:30 during weekdays. They usually advise you to call out of hours clinic but what is the point then to be registered with that practice if you can only see the doctor in the other clinic which is not close to you. I think that NHS has to do some investigation so that the practice stays open for full day on Thursdays and additional hours during the weekdays.
Visited November 2022
Review titled Langstone Way Surgery
Replied on 11 November 2022
I am sorry that you have found it difficult to book an appointment. We are open from 8.00 AM until 6.30 PM from Monday to Friday and until 8.00 PM on Tuesday evenings and offer appointments at multiple sessions each day with a variety of clinicians. We offer hundreds of appointments per week with doctors, advanced nurse practitioners, a practice nurse, health care assistant and also with physiotherapists, care-coordinators, social prescribers, health and well-being coaches and also have the benefit of the help of pharmacists, via our Primary Care Network (PCN). There are also appointments available late evenings on weekdays and Saturdays via the hub surgeries for our PCN. Outside of these hours, patients do need to call 111. We triage requests as they come in to ensure that those with the most urgent problems are prioritised and offer appointments by phone, video, internet and in person wherever needed. Due to huge demand, appointments do get fully booked within a very short time each day. As in much of the NHS at present, we are short-staffed but minimise the impact of this on the service provision by employing locums. The clinicians regularly work well beyond their session times in order to contact patients with appointments the same day and to complete their admin work looking at tests and letters as well. We cannot ask them to do any more than they are doing without risking causing burn-out. We already retain some appointments daily for those who do not have internet access and need to ring the surgery instead, but in response to patients complaints that it is difficult to get an appointment, we have now decided to make a number of appointments available to be booked after 1.00 PM each working day also, to allow those who cannot try to book an appointment at 8.00 AM or have been unsuccessful another chance later on to book an appointment as well. In short, we are doing all we can. If you have any suggestions for how we can further improve the service, there is a suggestions book at reception or you can join the Patient Participation Group. I am sorry for the difficulties you have had booking an appointment and hope that the new system may help.
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Review titled Impossible to get any appointment
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
It is impossible to get any appointment with a doctor in this practice. They use an online form submission to get an appointment which after 10 minutes closes because all appointments are taken. Had to set my alarm to the specific times their system opens to submit and even after I submitted a form, I got a message that all appointments are taken and have to resubmit another one the next day. Honestly do not recommend this practice, if I need any medical advice I unfortunately have to go privately since I cannot access a GP.
Visited October 2022
Review titled Langstone Way Surgery
Replied on 13 October 2022
We do sympathise with the problem you describe above, but appointments are in high demand at present, so they do get booked up very quickly each day. We hope that this will improve over the coming months, as we are currently recruiting for additional staff. Until then, our clinicians are working as hard as they can and helping as many patients as possible. Unfortunately, this is problem for the NHS in general at the moment and not just for this surgery.
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Review titled not good practice
Rated 1 star out of 5
by Anonymous - Posted on 09 September 2022
this practice is really bad they tell me have to bring urine sample before 12pm and when i do that they say oh it's gone by 11am because we short of staff you need to do it again i tell them i need an appointment they say fill e-consult when i do i receive a text saying a Dr will contact me within two days but when i contact them they say no we sent you a message saying all the appointment are gone so you need to fill e-consult every day till i receive an appointment what is this new rules you are making when i tell her this what i receive she keeps on pushing me to ring 111 so i want see the GP i know NHS is under pressure but don't treat people like this by telling me i have to fill a form every day early in the morning ..why ? what type of software you have ??? i bring urine test before 12pm you tell me is gone
Visited September 2022
Review titled Langstone Way Surgery
Replied on 20 September 2022
I am sorry you are unhappy with the service. We have indeed been short-staffed and this did affect when samples could be tested, but this problem has now been resolved, so you should not experience any further issues with this going forward. Our appointments are all bookable on the day currently and do need to be booked on-line if you have internet access. Unfortunately there is huge demand for appointments at present and so appointments do get booked up very quickly each day. This does mean that if you are not successful in getting one of that day's available appointments, that you do need to resubmit your request the next day. Please do this as close to 8.00 AM as you can. We process all requests each day and so if your request is unsuccessful, we will let you know. We do not have unlimited numbers of appointments to be booked as otherwise clinicians will be overwhelmed. If you are unsuccessful in booking an appointment, the other alternatives, if you do not want to try again the next day, are to ring the 111 service or to go to a walk-in centre. If your problem is an emergency, then you should attend A&E.
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Review titled Bad practice
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
They don’t give me appointments every time struggling online they even cancel plenty of times my appointments even they didn’t give me which doctor I want to see
Visited September 2022
Review titled Langstone Way Surgery
Replied on 13 October 2022
I am sorry if you find it difficult to book an appointment on-line. Appointments are only cancelled if the clinician you are booked with is unexpectedly away and we are not able to move your appointment to someone else's list, in which case we will contact you to let you know. You can request to speak to a particular clinician, but not all clinicians work every day, so this may mean you will have to wait for an appointment with the clinician of your choice until the day they are next at the surgery. As all clinicians can access all patient notes, it is not a problem for another clinician to follow up on your problem, even if you originally saw someone different.
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Review titled Rude unprofessional uncaring receptionist, Unacceptable
Rated 1 star out of 5
by Mariah - Posted on 10 June 2022
So many negative one star reviews but no improvement to their service- Shame on you!!! Rude receptionist who doesn't care to help and has no empathy. I've experienced months and months of shocking behaviour and terrible service. This Surgery has made it so hard to get an appointment with a doctor. All appointments has to be made through e-consult which most of the time is unavailable. No one answers the phone and if they do after a 30-50min wait you better not ask for an appointment as they will not help you and treat you like a brainless unworthy person who doesn't know how to handle a website. If you finally get a telephone consultation booked you're not even given a time slot for your appointment so make sure to stay glued to your phones as you don't want to miss that call- back to square one. So much trouble for a doctor's appointment- Just unacceptable!!
Visited June 2022
Review titled Langstone Way Surgery
Replied on 14 June 2022
I am sorry that you feel that our reception staff do not care or have empathy. I assure you that they do, but we are struggling to recruit enough receptionists to improve the service offered. This is a problem common to many surgeries currently. Staff therefore are under pressure and this can come across in their dealings with patients in a manner that they do not feel or intend. In regard to e-consult, this was the solution provided to surgeries by the NHS in order to allow them to continue to provide a service to patients during the pandemic. It was not our choice to use it and we have since switched to another such service that is more user-friendly. In addition, we have in the last week, changed our appointments system to allow for most problems to be dealt with on the same day once more. However, with a rapidly diminishing number of clinicians available to work in the NHS and ever increasing numbers of patients wanting assistance, we must continue to use the telephone triage system, so that clinicians can devote any time required to see patients face to face only if this is deemed clinically necessary and deal with any enquiries that do not require this in other ways in order to user their limited time efficiently. The clinicians do endeavour to try three times to reach any patient requiring a call-back for their problem, but with demand so high, cannot afford to try multiple times to reach someone. They will leave messages and send texts to let you know they are trying to reach you and will do their best to do so.