The Practice Albert Road - Ratings and reviews
Reviews
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Review titled Shockingly Woeful Service
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
I've been caller number 1 in the que for the past 10mins. Recorded greeting directs patients to the mobile app which either doesn't provide required service or fails to alert practice of requests. Most frustratingly, ordering a repeat prescription is near impossible without making a formal complaint. Horrible service every time
Visited April 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Dear patient, I do apologise for the negative experience you have had with our Practice recently. We have tried to improve our wait times on the phones by haviong more receptionists to answer calls in the mornings. I hope you will see an improvement in this in the near future. Medication requests can be put through a few different ways. ou can send an email to the Practice, request it in person, request through your local pharmacy or through Dr IQ. If these options are not suited to you please do let the Practice know. If you wish to discuss this further please do contact the Practice on 0208 104 2222 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Bad Practice and rude staff
Rated 2 stars out of 5
by Ola - Posted on 25 April 2023
I called yesterday morning to book an appointment and there was an Option to request a call back which I did. But when a lady called me back at around 9:01am I was told there was no appointment left. And I asked if I could get a pre booked appointment then this lady was raising her voice at me and in her words “do you need a translator because I just said there was no available appointment today” like who the hell does she think she is talking to me like her child. Y’all will say you don’t tolerate abuse of any kind towards your staff but is it normal for your staff to rude to a client. Very very disrespectful! This is the uptenth time in a row which I am calling to be seen by the Gp, with no success. How can I function properly and move on with my life and work when I am ailing? I don’t know why the appointment system is this terrible. But it certainly needs some fix up.
Visited April 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Dear Ola, Thank you for taking the time to leave feedback for the Practice. I would firstly like to apologise for your negative experience when speaking with the team at front desk. The call back system is a newer system to the Practice that is designed so that patients do not need to stay on hold and the Practice will call them back when they are closer to the front of the queue. With the high demand at the moment and the high level s of patients asking for a call back, this does not guarantee you an appointment for that day. We do offer pre-bookable appointments but these are on a first come first serve basis. We try our best to manage our patients by using our local services such as community Pharmacy appointments to free up our own appointments for patients who urgently need to speak with a clinician. I will make sure to raise your experience with the reception team and make sure we as a time strive to give our patients the best customer service possible. Again i do apologise for this experience you had. If you wish to discuss this further please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with me. Kind regards, Alfie Sleap Practice Manager.
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Review titled They lost my bloods!
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2023
I had blood taken to check for some hormone markers recently, and they lost my blood! How is this acceptable? No explanation and no apology. I only got a message from my Gp surgery requesting me to do a repeat test. No wonder people have to resort to private services. This is outrageous. My blood is literally my Dan, and the Nhs have no respect for it!
Visited March 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Good afternoon, Thank you for taking the time to leave feedback for the Practice. I do apologies for your experiences with the Practice and your bloods being lost. This may be due to the blood bottle being mislabeled or a mishandling on the way to the lab. I would like to look into this further. Please do contact the Practice on 0208 104 2222 to discuss further. Kind regards, Alfie Sleap Practice Manager
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Review titled Ridiculous service
Rated 1 star out of 5
by Iveta Mihova - Posted on 20 February 2023
I needed to contact the practice to get maternity certificate.I have been holding on the linw for 2 hours and 5 minutes now although was 5th on the queue.I honestly think it is disrespectful.
Visited February 2023
Review titled The Practice Albert Road
Replied on 08 March 2023
Good morning, I do apologise for the delay in getting through to the Practice. Around the time of your call we had staff shortages. We have now rectified this issue by hiring more admin staff to deal with the demand of calls in the mornings. Also, maternity exemption certificates can be collected and filled out at reception. If you would like to discuss these issues further please do not hesitate to contact the Practice and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Bad practice
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
I was called for 2 months and not any appointment. When i call early morning i was on the line for an hour and when they answer the phone no appointment
Visited January 2023
Review titled The Practice Albert Road
Replied on 08 March 2023
Good morning, I would firstly like to apologise for the difficulty in you getting an appointment with the Practice. Please note we do have the option of pre-bookable appointments available and patients can also use our online consultation service Dr IQ to put through queries on an online consultation system. If you wish to discuss this further please contact the Practice and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock.
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Review titled Complicated
Rated 2 stars out of 5
by Filipe - Posted on 04 January 2023
I’ve had already couple of problems with this gp. In 2022 I faced basic problems which became big problems. Rude doctors etc. reception is good, but never able to solve your problem, they just say they understand you but never able to take action. They use the app to book appointments. I woke up 3am and I’ve tried since that time to book an appointment, no success. I’m disable but I’m never able to speak to anyone, when you call you are the number 30/40 in the queue to hear that they understand you but can’t solve your issue. It’s unbelievable that in a country such as United Kingdom we face basic problems with the nhs. Recepcionist is polity, I must say, but that doesn’t solve my problem, since I can’t afford to be spending days (in my case since over a week I’m trying to book an appointment).
Visited January 2023
Review titled The Practice Albert Road
Replied on 04 January 2023
Good afternoon Filipe, Thank you for taking the time to leave us feedback. I would Firstly like to apologise for your experience with the Practice. Experiencing rude customer service is not good i will be addressing this with the team. Regarding the app, this is for Online consultations only for a select list of issues. If you would like to have a telephone conversation with myself i will be happy to go through the Process of Dr IQ. Due to the holiday period the appointments are very limited and i do apologise about that. As i do not have your full name i will be unable to trace you on the system. Alternatively you can call the Practice and ask to speak with the Practice Manager and i will be happy to discuss the concerns you have further and offer my support in any way i can. Please contact the Practice on 0208 104 2222. Kind regards, Alfie Sleap Practice Manager - E16 Health
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Review titled Blood test cancelled...twice
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2022
Angry and frustrated. This practice canceled my long-awaited blood test twice..on the same day. Same excuse: due to staff sickness absence. I am diabetic and they made me wait weeks for the test. My GP is waiting for the result to check for sugar levels and prostate issues. They just don't care. I am lost for words. Sickening.
Visited December 2022
Review titled The Practice Albert Road
Replied on 04 January 2023
Good afternoon, Thank you for your feedback I do apologise for your recent experience with the Practice and your blood test being cancelled. Sickness is something we try to avoid as much as possible by getting cover. Sometimes this can be at short notice and we are unable to get support to cover the clinics. Please be aware you can also use our local blood test clinic Appleby Health centre if this happens in future. If you wish to discuss this further please contact the Practice on 02081042222 and ask to speak to the Practice Manager. Kind regards, Alfie Sleap Practice Manager - E16 Health
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Review titled Worst practice
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2022
I had a fall at work and hurt my knee,more than a week I’m home. For the last 3 days I’m trying to get app so I can get sick note to present to my employer . Calling every morning 8 o’clock only to hear they don’t have appointments. Not to mention that I didn’t see Gp from this practice for the last 3 years . It is mission impossible to get any appointment.
Visited December 2022
Review titled The Practice Albert Road
Replied on 04 January 2023
Good afternoon, i do apologise for the recent issues you have been facing at the Practice. Regarding your sick note and Knee pain, you can put through Dr IQ consultation requests from 7am Monday to Friday. I would be happy to discuss this further. Please contact the Practice on 0208 104 2222 and ask for the Practice Manager. Kind Regards, Alfie Sleap Practice Manager - E16 Health
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Review titled Receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 18 August 2022
My query was not answered over the phone today, 18/08/2022 around 15:40. The receptionist carried on talking as if she was answering my questions and then hang up the call by saying 'have a good day'. She did not let me finish my question which I found extremely rude and unprofessional.
Visited August 2022
Review titled The Practice Albert Road
Replied on 26 August 2022
Good morning, I do apologise for the negative experience you have had with the Practice. We take this feedback very seriously and would like to investigate further. Please do contact the Practice and ask to speak with the Practice Manager on 0208 104 2222. Kind regards, E16 Health Albert road and Pontoon Dock
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Review titled Pathetic
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2022
The service here is really pathetic. Firstly you wait for almost 30 minutes to get connected and then they give you a telephonic appointment for everything. Agreed that the doctors are busy and have limited time but others are also busy and cannot sit with phone in their hand for the full day waiting for the doctor’s call. The doctor can call whenever they want irrespective of the time given to you. And if you miss the almighty’s call and call back then after the mandatory 30 minutes wait you are told to book another appointment the next day as doctor has already updated your appointment that you have no serious problem. Slow claps for everyone at this surgery.
Visited May 2022
Review titled The Practice Albert Road
Replied on 23 June 2022
Dear Patient, Thank you for sharing your feedback. We are sorry your experience didn't match your expectation. Your feed back helps us to do better. I am not able to locate you on our practice system, could you please call the practice on 02030400100 and ask to speak to the practice manager. We would like to look into this issue and hope to resolve it promptly and accurately. Kind Regards E16 Health - Albert Road and Pontoon Dock