Albany Practice
Brentford Health Centre, Boston Manor Road, Brentford, Middlesex, TW8 8DSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Good practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 July 2023
Very good at the moment no problems especially with the communication part of it the texts, regarding taking any medication emails and telephone calls are so far good I would say.thanks so much.
Visited July 2023
Review titled Albany Practice
Replied on 09 August 2023
Dear Patient, Thank you for your positive review of the practice and that 5 star rating. We are very pleased to hear that you have been having a positive experience with the practice and we hope that this continues. Kind Regards, The Management Team Albany Practice
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Review titled Adequate
Rated 3 stars out of 5
by Anonymous - Posted on 27 July 2023
No information of doctors who work in the practice Reception staff require more training inadequate information on the services available .
Visited July 2023
Review titled Albany Practice
Replied on 09 August 2023
Dear Patient, All of our staffing information is available on our website, and if you need to know anything particular about the staff the reception admin team will always be happy to provide you with this information. You would have noticed in the building that the other two practices may have had a sign with some of their staff names listed however this information is not all up to date as within GP practices staff changes happen; new people start with the practice and some do sadly leave at times, therefore as a practice we made the decision to not have this sign in use. We're sorry to hear that you feel the reception team need more training. All staff members complete their mandatory training and all of the reception admin team do undertake customer service training. We have had a few new staff members join us recently who have been undertaking training as new employees. However we will take your advise on board and we will look into arranging further customer service training and further training on the services available in the future. We do hope that your experience improves at the practice and have a more positive experience. Please do not hesitate to reach out to us directly should you ever need to discuss anything at all, we will be happy to help. Kind Regards, The Management Team Albany Practice
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Review titled Receptionist ruin that place
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2023
Very disappointed by the receptionists. They are like a group of security guards. They are extremely rude , how they are allowed to deal with unwell people is beyond me. It’s because they are personal friends of the manager that they are able to get away with it. I was urinating pure blood and asked for a urine sample when I arrived for my appointment. I practically had to beg them to give me a sample bottle and openly state why I needed one. They also told me I had an appointment booked and they even texted me it. To then tell me they booked me one by mistake. They are rude, make people feel uncomfortable and really need sympathetic training.
Visited July 2023
Review titled Albany Practice
Replied on 09 August 2023
Dear Patient, We are very sorry to hear of this negative experience that you have experienced at the practice. We can confirm that all of our staff are hired through the correct pathways and all go through the same strict employment process and pre-employment checks. Our receptionist are trained under the supervision and direction of the management and GP partnership team. They are trained to triage a patient's query so that they can signpost this to the correct clinician or alternative avenue. I am sorry on this occasion that it has not been a good experience with the reception team, we of course would be happy to discuss this in details with you should you wish to contact us directly and speak to a member of the management team about your experience as we cannot speak of specifics via this particular method. Again, we apologise that you have had a negative experience with the practice and we sincerely hope that your experience improves going forward. Kind Regards, The Management Team Albany Practice
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Review titled Consultation
Rated 5 stars out of 5
by Habteselassie Tesfamichael - Posted on 22 July 2023
I had an appointment with the doctor for further information on the results of the blood test results and my other concerns about my diabetes and health conditions.consequently the doctor was happy with my collastrol results and advised me about my diabetic results to take heed of my feelings . further more I forwarded whether I can get more injections for vitamin B12 as I am physically weak. However she told me that I have enough enjection for this year and is necessary to have more than these. she further adviced me to take the bowel test kits. Consequently I obtained the test kits and will bring it back to the sergery with the necessary information by next week. The Doctor is so polite and has admirable character.
Visited July 2023
Review titled Albany Practice
Replied on 09 August 2023
Dear Habteselassie Tesfamichael, Thank you for taking the time to leave a positive review for the practice and the 5 star rating. We really appreciate it when patients take time to leave us this feedback. We are pleased to hear that you have had a positive experience with the practice and we sincerely hope that this continues. Thank you Kind Regards, The Management Team Albany Practice
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Review titled Great Practice
Rated 5 stars out of 5
by Rick Blackman - Posted on 18 July 2023
Excellent all round service. Prompt replies and pleasant staff. There could be more people to answer phones in the morning
Visited July 2023
Review titled Albany Practice
Replied on 09 August 2023
Dear Rick Blackman, Thank you for taking the time to leave us a positive review. It is great to hear that you are having a positive experience with the practice and have provided us with a 5 star rating. We definitely take on board your comments regarding more people answering the phones. We do always try and have a minimum of two - three people answering telephone calls at our busiest times of 8am and 1pm however some times this cannot happen due to leave or staff sickness. We have however improved our telephone systems as you may only see one receptionist on the desk at times but there are staff working elsewhere that are able to log into the telephone system via a cloud based service and answer calls. We hope that your positive experience with the practice continues. Kind Regards, The Management Team Albany Practice
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Review titled Great service
Rated 5 stars out of 5
by Eihab Nafa - Posted on 12 June 2023
Helpful staff, they answer their phone right the way. And always try to resolve your problem. Good doctors with good experience and the nurses are kind and professional.
Visited June 2023
Review titled Albany Practice
Replied on 15 June 2023
Dear Eihab, Thank you for taking the time to leave a review for us and for the five star rating. We really do appreciate this and we are so pleased that you have having a great experience with the practice. It is especially good to have the positive feedback regarding our telephone lines as we have had these new improved lines fitted as well as having additional staff answering the calls at the busier times, so it is great to hear that the changes are having a positive impact. Thank you once again. Kind Regards, Management Team The Albany Practice
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Review titled Highly skilled practitioners
Rated 5 stars out of 5
by Anonymous - Posted on 03 June 2023
The practice has always responded to my needs with thoroughness and care. I am very happy with my long experience with all the doctors and support staff.
Visited May 2023
Review titled Albany Practice
Replied on 15 June 2023
Thank you - We believe this to be a duplication of a previous feedback that we have already responded to Kind Regards, Albany Practice
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Review titled Highly skilled practitioners
Rated 5 stars out of 5
by Anonymous - Posted on 03 June 2023
The practice has always responded to my needs with thoroughness and care. I am very happy with my long experience with all the doctors and support staff.
Visited May 2023
Review titled Albany Practice
Replied on 06 June 2023
Dear Patient, Thank you so much for taking the time to leave us a review. Thank you for your 5 star rating and the positive comments that you have left for us. We really do appreciate this. The team work extremely hard to ensure that the best level of patient care is provided so it is great to see it being noticed by our patients. We hope that your positive experience continues with us. Kind Regards, Management Team The Albany Practice
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Review titled Disappointing
Rated 2 stars out of 5
by Anita - Posted on 16 May 2023
Rude receptionist had to speak to practice manager re her attitude .. this was due to me not stating why i wanted to be seen by a GP .. this is private and this question should never be asked as far as im concerned as its not the receptionist concern and they are not clinicians.. Because i wouldn’t answer her re this she refused to answer any of my questions. The practice manager was very nice and reassured that this wont happen again but we will see. Also advise me what we have been told for years by the receptionist that we can call any time of the day to make an appt and not just at 8am and 13pm. I work for the NHS and not being able to get a face to face appt has a great knock on affect to the surrounding services such as the London Ambulance Service and Accident & Emergency.. Albany Practice is not good at coming back to you re tests and you are constantly chasing the doctor for referrals etc
Visited May 2023
Review titled Albany Practice
Replied on 25 May 2023
Dear Anita, Thank you for taking the time to provide the practice with feedback. We do appreciate this. I am saddened to hear that you have had a negative experience with the practice. This is never what we wish to hear from patients as we always aim to provide the best level of patient care across the practice. I understand that you have discussed your concerns raised here with the practice manager, I am pleased to hear that you found this conversation positive. I can assure you that your comments have been fedback to the relevant team members and we have taken learning from your comments. We thank you for providing this information to us so we can continue to improve our services. Should you wish to discuss this or any other matter further with any member of the management team please do not hesitate to contact us via telephone (0208 630 3838) or email (HOUCCG.albany@NHS.net) - we will be happy to speak with you. I hope that you do see a positive improvement within the practice and do not encounter any further negative experiences. Kind Regards, Management Team The Albany Practice
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Review titled great practice
Rated 5 stars out of 5
by Anonymous - Posted on 20 June 2023
good practice speaking in punjabi aswell my mother and father understand punjabi only and doctors and staff are very helpful
Visited April 2023
Review titled Albany Practice
Replied on 09 August 2023
Good Afternoon, Thank you for your 5 star rating and your kind comments. We are pleased to hear that you are happy with the practice. We are very lucky to have staff working for us that are from different backgrounds and can communicate in many different languages as well to assist patients with those needs. We hope that this positive experience continues. Thank you Kind Regards, The Management Team Albany Practice