Walm Lane Surgery
114 Walm Lane, London, Greater London, NW2 4RTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Extremely disappointed
Rated 1 star out of 5
by Doriano Chiarparin - Posted on 17 April 2024
Having booked an appointment through the NHS and received confirmation of date and time, having also received confirmation on the telephone that they could fill in a certificate of good health for a sports event, I turned up on time only to find that they had no record of the appointment, the doctor had left and and they would not provide the certificate. What a shambles! Useless, avoid!
Visited April 2024
Walm Lane Surgery has not yet replied.
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Review titled Patient Access security issue
Rated 5 stars out of 5
by Anonymous - Posted on 27 April 2024
I have been with Walm Lane Surgery for some years, and they have been consistently excellent: a great clinical team, and a really lovely and efficient reception team, for which I have been so appreciative. The new developments in on-line access to advice have also been very useful. But when they go wrong, there is potentially a serious problem, as I discovered. On Tuesday 26 March, late afternoon, I couldn't log in to the Patient Access site. I received an email, however, indicating that it had been accessed, and I was very concerned that someone had accessed my account, and that my records may have been hacked. I called the surgery who told me to ring back in the morning. I eventually found contact details for Patient Access Support Team and emailed them, but didn't hear back for 15 hours, and when I did, they had clearly not understood the issue. The problem with the site itself did not last more than a few hours; but it took weeks to get any information from the Patient Access Support Team. If, however, this had been a major hacking incident (and there have been a few, recently), the perpetrators would have had plenty of time to run riot, overnight, with the NHS database while it appeared that everyone was sleeping; and there really is no explanation to date as to why the response to a serious concern raised by a worried patient has not been taken more seriously, or treated with more urgency. I have been trying, now, for a month, to arrange a meeting with the practice manager, to discuss my concerns around the security of the Patient Access system and the arrangements for response by the surgery in the event of a problem; but it would seem that the practice management are too busy to spare half an hour to look at ways of resolving what I consider to be a serious issue. For a practice which is excellent in every other way, this disregard for security and for the genuine concern of a patient by the practice management is very disappointing.
Visited April 2024
Review titled Walm Lane Surgery
Replied on 29 May 2024
Thank you for your positive comments regarding both our clinical and reception team. We are also grateful that you brought the issue you experienced with Patient Access to our attention. You have since met with our practice manager and we are aware your concerns were discussed in great detail during this meeting. We would like to share some of the meeting feedback in response to your review above. Patient Access is a third party product which is managed by our medical software company and most patients would not be aware of this. We organise the Patient Access registration link / PIN for patients which is generated on the system when you apply for Patient Access. Sometimes patients may experience issues with their accounts being locked due to exceeding the number of password attempts. We can assist with resetting these accounts. Your Patient Access concern was related to technical support which is managed by our medical software team. Staff are aware of our internal process of activating Patient Access. We have organised a refresher to make sure they are also aware of how to direct patients to Patient Access technical support. Following on from your comments we have created a patient message with the Patient Access support link which can be sent directly to patients if they experience any technical issues. Being supplied with this information sooner would have saved you time in accessing support, because as you mentioned, at that time you were not aware if the security of your online records had been compromised. At the meeting we are aware that you and the practice manager logged into the Patient Access website and noticed a technical support button on the top left-hand side of the screen which would bring you to the ‘help’ section for this service. We would like to make you aware, as discussed at the meeting, that your concerns raised have been shared with our local IT support team and they have assured us that they are taking all your comments / concerns on board and will be meeting with our medical software suppliers to discuss this further and will be relaying outcomes / feedback to us which we will share with you. We totally understand the concerns you raised and the worry if this had been a ‘major hacking incident,’ and our IT support team fully emphasise the same. Finally, we would like to make you aware that it was never our practice manager’s intention to overlook your concerns and we are sorry that you felt there was a ‘disregard for security and for the genuine concern of a patient.’ The security of our patient’s information is extremely important to us and we have special measures in place to make sure we keep it safe. Unfortunately, at the time you tried to arrange a meeting with our practice manager, she was preparing to go on leave. In future we will be more mindful of urgent concerns and will try to organise another appropriate member of staff to deal with such issues.
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Review titled Lovely people and efficient service
Rated 5 stars out of 5
by Anonymous - Posted on 18 April 2024
I have recently moved to Walm Lane Surgery after many years being with a larger practice . I have been so pleased and surprised by how caring and attentive all the staff have been. I have now seen 3 separate GPs who have all been kind, listened to me, and been very proactive in supporting my care. I have met a nurse who was similarly warm and knowledgeable. The reception staff are friendly and helpful. I have not had any problems getting same day appointments and the surgery answers the phone when I call. It feels like a GP surgery from back in the day before they were all so overwhelmed. I am so pleased that I have moved my care to Walm Lane Surgery.
Visited April 2024
Walm Lane Surgery has not yet replied.
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Review titled No consultation and major change to access
Rated 2 stars out of 5
by Anonymous - Posted on 18 March 2024
There has been a huge change to access to the Walm Lane GPs and there has been zero, zilch, nil, nada, no, pas de consultation with patients. We are treated with utter contempt. We cannot get a face to face appointment, now we are sent to place people like me, non car driver and having trouble using public transport due to illness, we are told on a new site, to seek help from unacceptable inaccessible places. The bottom line is that there was no consultation.
Visited March 2024
Walm Lane Surgery has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Danuta Anna Woda - Posted on 22 September 2023
I have been a patient at the Walm Lane Surgery for more decades than I care to admit to! At all times, including today, the doctor I have seen has been kind, understanding, professional and helpful. The reception staff are pleasant and professional. All NHS services are stretched to the limit, and doctors are human too. I admire the way this surgery works and has responded to me as a patient, quickly and efficiently. Thank you Walm Lane Surgery.
Visited September 2023
Walm Lane Surgery has not yet replied.
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Review titled Great Practice
Rated 5 stars out of 5
by Mary - Posted on 26 April 2023
Having been a patient of this practice for 30 years, I cannot speak highly enough of the care and professionalism shown by all members of the Walm Lane Surgery. In these difficult times, with NHS shortages , this practice continues to remain efficient and above all, places the patients as a priority. Thank you.
Visited March 2023
Walm Lane Surgery has not yet replied.
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Review titled Wonderful Practice
Rated 5 stars out of 5
by Karen - Posted on 01 February 2023
I have been a patient at this practice for over 30 years. I have always found it to be efficient, effective and very caring. The receptionists, nurses and Drs are friendly and welcoming. I have had an excellent service from Walm Lane surgery over the years. Thank you!
Visited February 2023
Walm Lane Surgery has not yet replied.
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Review titled Irrespectful behaviour towards the patients' public
Rated 1 star out of 5
by George Tsagiannis - Posted on 14 December 2022
- The slot to call in order to have a regular appointment is literally 15 minutes (8.45-9.00 am), actually, very probably it's even shorter as I have never heard the queuing message earlier than 8.50 am, before it's simply the busy signal. - The opening time slots, in general, are really minimal, we're talking about maximum 4.5 hours per day. It's not that you don't know it a priori, but we're talking about a completely impractical practice, even more so when these 4.5 hours are divided into two slots daily. - Complete absence of personification of the patient. Complete absence of human contact aspect. Every time different doctor, to be fair not every time, 25% of the cases you are indeed treated by the doctor you are assigned to. I cannot understand how exactly this is different from the average walk-in centre or even hospital, which at least offer you the chance to walk in - Appointments in a horizon of one-two weeks or even more if it is not urgent. I wanted a simple referral for a blood test because of my chronic heart problem (following the orders of the hospital cardiologist who has been assigned to me by NHS, things that are of course included in my medical records), but they told me I had to wait for an appointment after two weeks even when I informed them about the case. - All these years, the only time they contacted me was in order to verify I'm still in the country when I have contacted them for various reasons several times during the same period. For context, we're talking about a 39-year-old person who had a heart attack at 36 without an established cause for the triggering of the MI mechanism. - Today in the middle of a period of 2-3 days where London simply doesn't function, I was unfortunately 11 minutes late for my appointment (booked 10 days ago). My bad. But in order to do so I had to leave my job much earlier, having calculated double the normal commuting time. Still, I was 11 minutes late, I couldn't be demanding, and as always I was kind. But as the receptionist informed me (after a 3-minute waiting while the other receptionist couldn't help me) I had lost my appointment, and the doctor had left. I left, too. But I will definitely never go back, and I'll do my best to pass the message to the neighbourhood
Visited December 2022
Walm Lane Surgery has not yet replied.
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Review titled Amazing and efficient
Rated 5 stars out of 5
by Anonymous - Posted on 08 November 2022
I registered as a new patient with the practice (my own fault leaving it until the last minute!), called reception with an urgent medical issue, had a call back from the doctor and my prescription sorted all within one morning. I’ve never experienced such efficient and professional service from a GP! All the staff on reception were so pleasant and helpful and I have the medication I need within two hours of calling. Highly, highly recommend!!
Visited November 2022
Review titled Walm Lane Surgery
Replied on 22 December 2022
We are glad to hear of the efficient registration and positive service delivery you received at the practice. Thank you for taking the time to share your thoughts which are very encouraging indeed!
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Review titled A real treasure
Rated 5 stars out of 5
by Anonymous - Posted on 07 November 2022
My very elderly mother and I have been with the surgery for five years; and frankly, we couldn't ask for more. The GPs, without exception, have shown both clinical excellence and compassionate care, and the reception staff are second to none - efficient and kind. To write about one visit would be misleading, as this has been our experience, consistently, since we registered. Thank you, Walm Lane Surgery - you are an absolute treasure!
Visited November 2022
Review titled Walm Lane Surgery
Replied on 22 December 2022
Thank you for such positive feedback. It is good to hear that we are offering a consistently good service to both your mother and yourself. We are very appreciative of your kind words.