Ashville Surgery
Swan House, Parsons Green Lane, Fulham, London, Greater London, SW6 4HSContact details and opening times
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Reviews
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Review titled Horrible experience with certain staff members
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2025
I had an appointment booked for my travel vaccines (hepatitis A and tetanus) However my appointment was cancelled on the day. I called to reschedule as the text said but there were no available appointments for the next 3 weeks. I called again and asked about where else I can get them done and for my vaccine records, the receptionist I spoke to was a lovely woman who was very helpful and sent all I needed over to me. However, once I had done some research into the price of these vaccines out of the GP practice I called back as I knew I could not afford to pay over £100 for vaccines I would have got for free if my appointment was not cancelled. When I called them for the 3rd time, I spoke to the man who answered the phone the first time. After he had told me "there's nothing he could do" I asked if there was somewhere he could refer me to. This question led to him screaming at me on the phone "I said there is nothing I can do". I asked to talk to someone else as I did not appreciate being shouted at, the man who took the phone then proceeded to tell me that there was nothing that could be done and then gave me the email to make a complaint to the practice manager. I did email the manager but received a very basic response back saying he would talk to reception about how to deal with patients. My sister then called the practice and spoke to them on my behalf as she has worked for the NHS for the past 10 years and managed to get me an appointment for 2 days time which is confusing considering they had told me that there was nothing they could do. However, the day before this next appointment I receive a call from them at 4:30pm telling me they have cancelled my appointment again and are not offering me an alternative one. I then had a doctor call me to ask me to send over the referral details for another clinic if its possible as she does not think it is. She was rude and told me that this is not an issue for other patients as they just go to a travel clinic, I informed her that the amount required for those vaccines is not nothing for a lot of people and that I was not complaining for no reason and had to explain that the way I was spoken to and treated was not right. The male receptionist who shouted at me was the initial reason for me wanting to leave, then the way the doctor spoke to/patronised me was the final straw that made me leave. I have been with this practice for years and it is such a shame I am leaving due to this but the fact that I should have been able to get these vaccines at no cost but am now having to look elsewhere and spend money I do not have at no fault of my own is very disappointing. The rudeness and lack of respect/empathy at this practice is unmatched, I truly hope no one else experiences this type of service but unfortunately I highly doubt that this will be the case.
Visited January 2025
Review titled Ashville Surgery
Replied on 31 January 2025
Thanks for your review, and once again we really are sorry we had to cancel your appointments. We did tell you that this was due to sudden and unexpected illness in the nursing team, and the practice manage did respond promptly to your original complaint. We really don't like cancelling appointments, and we completely recognise how frustrating and inconvenient it is for patients. Our record shows that when you spoke to the GP yesterday, you asked about an out of hours (NHS) service that provides travel vaccinations. Sadly, there isn't such a service (that we are aware of). The GP you spoke to was not rude about this - they were simply advising you that there wasn't a service they could refer you to, again apologising and acknowledging that this was frustrating for you. Here is our original reply to your complaint. Respectfully, we would not characterise this as a 'basic response'. Thank you for your email. I’m so sorry to hear this. We’re also very sorry that we had to cancel your appointment at such short notice. Unfortunately the nurse who runs our travel clinic suddenly became very unwell and had to go to A&E. This has caused some anxiety amongst the staff, but of course I completely understand your frustration about having the appointment cancelled, and I’m so sorry we could not offer you an alternative appointment before your travel date. I will speak to the reception team and remind them that they need to remain calm when dealing with patients, and to endeavour to be as helpful as they can. I’m sorry that on this occasion you felt that this was not the case. I hope you’ll reconsider your decision to leave the practice, but of course will respect your choice if that’s what you decide to do.
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Review titled Great Practise
Rated 5 stars out of 5
by Andrew Martin - Posted on 28 August 2024
Great GPs and admin team. Issue handled swiftly and effectively. Communication was great and everything went smoothly
Visited August 2024
Review titled Ashville Surgery
Replied on 29 August 2024
Andrew Thanks for taking the time to post a positive review. That's good to hear! I'll share this with the team here.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 05 July 2024
Very friendly, on time, got all we needed and doctor was very good with giving advice and proper prescription
Visited July 2024
Review titled Ashville Surgery
Replied on 08 July 2024
Thank you very much for taking the time to post a review. We're pleased to hear that you recent consultation with us went well. I'll share your feedback with the whole team here as it helps to keep us motivated. Thanks again.
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Review titled A practise of Excellence
Rated 5 stars out of 5
by Timothy G Tucker - Posted on 10 July 2024
Able to have an appointment at end of my day and promptly. Very clear and detailed explanation of my issues, Prostrate and cholesterol and constipation. So informative about my concerns it was a education.
Visited July 2024
Review titled Ashville Surgery
Replied on 15 July 2024
Thank you for posting your review. That's very good to hear, and I'll make sure I share your feedback with the whole team. Thanks again. Magnus, Practice Manager
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Review titled Great response time to health issues
Rated 5 stars out of 5
by Thea - Posted on 03 June 2024
I left the symptoms via patchs application and was contacted within an hour by a Doctor, who subsequently booked an appointment later that day and provided me with a well-thought-through diagnosis, prescription and took his time with seeing my son. He was friendly and professional.
Visited June 2024
Review titled Ashville Surgery
Replied on 04 June 2024
Thea Thanks for posting your kind review. It might seem like a small thing, but actually, reviews like yours really help to keep us motivated - so thanks for taking the time to write it. It's good to hear that your experience of the practice went well. Best wishes, Magnus, Practice Manager, Ashville
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Review titled Excellent practice
Rated 5 stars out of 5
by Louise olding - Posted on 21 June 2024
Seen by one of the GPs, an excellent doctor, thorough, respectful, listened and asked questions, competent and very efficient! Thank you
Visited June 2024
Review titled Ashville Surgery
Replied on 21 June 2024
Louise Thanks for taking the time to post a review. That's very kind of you. I'll share this with the team here; reviews like yours really do mean a lot to us - so thank you! Magnus, Ashville Surgery
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Review titled Great GP
Rated 5 stars out of 5
by Anonymous - Posted on 31 May 2024
Friendly, helpful environment with top class doctors. The doctor I saw was knowledgeable and helped me immediately. Highly recommend!
Visited May 2024
Review titled Ashville Surgery
Replied on 03 June 2024
Thanks so much for taking the time to write a review. That's very kind of you. I'll share this with the whole team as it helps to keep morale up. Thanks again.
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Review titled Yet another cancelled appointment
Rated 1 star out of 5
by Mr A Gibbons - Posted on 11 January 2024
I am supposed to receive a B12 injection every 12 weeks booked my latest appointment before Xmas and was informed would be on 10/01/24 at 1450 this was cancelled at 0807 on the 10/01/24 and a new appointment made for 1600 on 11/01/24 on speaking to receptionist she told me no appointments available until 22/01/24 this is 10 days over I explained having already had this problem every time I request my injection and the senior doctor in the practice assured me it would not happen in future in October 2021 she again informed me no nurse appointment available. I then requested a doctor's appointment so I can receive this injections to which she replied appointments not available until tomorrow and to apply on my GP app. I tried to go on the my GP app but it is not running. I feel as though I am flogging a dead horse been with this practice for 34years and now it is time to move on
Visited January 2024
Review titled Ashville Surgery
Replied on 12 January 2024
Dear Mr Gibbons I think you might have posted this review for the other 'Ashville' surgery (in Manchester?). We're in London. If I've got this wrong, please do email me and I will into your complaint in more detail. Magnus ashville.surgery@nhs.net
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Review titled Worst GP Practice
Rated 1 star out of 5
by Nicholas Moore-Searson - Posted on 03 August 2023
I would advise everyone never to consider registering with this GP surgery. They have to be the worst surgery in the Uk that think they can treat patients with utter contempt. The surgery has far too many receptionists sitting doing nothing who consider they can be as difficult as possible with patients who simply want to make an appointment to see their GP who has not seen them now for over three years.
Visited August 2023
Review titled Ashville Surgery
Replied on 07 August 2023
Nicholas Thanks for your review. We're very sorry to hear that you're not happy with the surgery's reception team. I don't think they do treat patients with 'utter contempt' but I will speak to them to make sure that they are mindful of how they communicate with patients. Regarding your comments on appointments, I understand that you have an upcoming appointment. Best wishes, Magnus, ASHVILLE SURGERY
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Review titled Gone downhill
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2023
This practice used to be good, however, in the last few years has become a terrible place to be registered. The online Patches form is a bad system because you have no idea when the GP is going to call you, not even a window of time. So you just need to be waiting by the phone at all hours of the day. You can't request a face to face appointment at all. I have had a particularly bad experience with one doctor who is extremely condescending and rude but you can't choose who your form gets assigned to so you have no choice in who your doctor is, unlike under the previous system. I understand that the NHS is under a lot of pressure and must be a difficult place to work at times but this practice seems determined to put people off from requesting medical support. Some of the receptionist staff are incredibly kind and helpful people whereas others are brusk and treat you like a nuisance. Your experience is completely determined by who you interact with and unfortunately can leave you with a terrible experience.
Visited June 2023
Review titled Ashville Surgery
Replied on 05 December 2023
Thanks for taking the time to give us some feedback. Firstly, I'm so sorry to hear that you've not been satisfied with your experiences of the practice. If you want to raise anything specific with me, please do contact me at ashville.surgery@nhs.net and I will look into this. With PATCHs, patients are given an estimation of when their query will be dealt with, but I appreciate it can be frustrating. We are hoping that we can improve the messaging that goes out to patients once they've submitted a PATCHs. Of course, it does depend a lot on the volume we've received on any given day. I'm also sorry to hear that you've had mixed experiences of the staff here (both clinical and non-clinical). I will remind the team that good communication with our patients is essential. Again, if you want to raise anything in more depth with me about this, please do get in touch. Once again, I'm sorry to hear about your dissatisfaction with us. Magnus, Practice Manager