Barlby Surgery
St. Charles Hospital, Exmoor Street, London, Greater London, W10 6DZContact details and opening times
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Reviews
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Review titled Very difficult to contact practice
Rated 4 stars out of 5
by Elisa - Posted on 10 January 2025
I have been trying to contact the practice for two days. When you call, there’s an automated message directing you to access their website or download an app to use their services. However, I can’t open the website—it just shows a blank screen. I’ve been registered with this practice for 15 years. In the past, you could simply call and book an appointment at a convenient time. Now, you have to call on the same day to receive a phone call from the GP. As a parent with a baby, it’s not always possible for me to have free time in the morning to go online or wait on hold for 40 minutes for someone to pick up. It feels like the system is designed to suit their availability, leaving patients to manage their own health issues without adequate support.
Visited January 2025
Review titled Barlby Surgery
Replied on 04 April 2025
Dear Elisa, Thank you for your valuable feedback. I apologize for the difficulties you've experienced when booking appointments and acknowledge that same-day bookings may not be ideal for everyone. This system was introduced to improve appointment availability and minimize the impact of missed appointments, which had been affecting our daily access to care. It was also implemented with patient safety in mind, ensuring that health concerns are addressed promptly on the same day.For patients who prefer to schedule in advance, we offer a range of pre-bookable appointments. Additionally, we now have the new Dr.iQ powered by Evergreen, which allows you to request consultations, prescriptions, and handle administrative queries online. Barlby Surgery
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Review titled Very confusing
Rated 3 stars out of 5
by Nadi - Posted on 16 January 2025
I rarely go to my gp but this week I am so unwell and i was trying to reach for help! it is so hard to get through, is that because the gp is overwelled with the amount of patients with the winter pressure?? or they are just not bothered?? I was put on hold since 50min on the phone. I was giving up for the last few days but today I am still on hold, 52minutes now !!!! I tried to use the doctor iq online system before and never got a reply which really put me off. I am still on hold after 59min... I strongly believe patients should be given more choices.
Visited January 2025
Review titled Barlby Surgery
Replied on 04 April 2025
I am sorry to hear that that you had such a frustrating experience trying to reach us. I completely understand how difficult it must be, especially when you're already feeling poorly, and I sincerely apologise for the long wait times and lack of response. We are currently experiencing increased demand due to the winter pressures, which has unfortunately led to longer wait times on the phone and slower responses through the Dr.iQ system. This is certainly not the experience we want for our patients, and I can assure you that our team is doing everything possible to manage the volume of patients while ensuring care is provided as quickly as possible. Your concerns are valid, and I appreciate your feedback. Patients should always feel supported and have access to the care they need. If you are still in need of assistance, please consider reaching out to our reception team directly, and they will do everything they can to get you the help you require. Thank you for your patience and understanding during this challenging time. We care about your health and are committed to improving the experience for all of our patients
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2025
Completely impossible to get through to this surgery via the phone or via the app. Even if one asks for an automated call back which is offered on the phone, the call back never happens (this has now happened to me three times in a month). The app that they ask you to use doesn't work. Prescriptions do not get approved.
Visited January 2025
Review titled Barlby Surgery
Replied on 04 April 2025
I am sorry to hear about the difficulties you’ve been experiencing with both the phone and app systems, and I completely understand your frustration. We strive to ensure our patients can easily reach us, and it’s concerning that the automated call back service has not worked as expected. I also apologise for the issues that you have encountered with the app and prescription approvals. We are actively working to resolve these problems, and your feedback is invaluable in helping us improve our services. In the meantime, if you continue to experience issues, please contact our reception team directly, and they will assist you with any urgent matters, including prescriptions. As a practice we will continue to work hard to resolve the issues faced by our patients Kind regards
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Review titled The fawlty towers of GP practices
Rated 1 star out of 5
by Anonymous - Posted on 10 November 2024
From trying to get an appointment, seeing a doctor, and then trying to get my medication- its a terrible service. Had to request repeatedly for my prescription to be sent to pharmacy, they just did not process it. Reception is just horrendous, if the Dr. Iq app is working you should be overjoyed. All the same they may or may not reply to your request for an appointment who knows. Serious effort needs to go into this service. How do we book an appointment right now? no app, no one answers the phone or you have to stay on hold and then get repeatedly cut off. Its unacceptable.
Visited August 2024
Review titled Barlby Surgery
Replied on 04 April 2025
Dear Anonymous, As a practice we are sincerely sorry for the issues encountered with the DRIQ app we know how frustrating this was to our patients. We now have Dr.iQ powered by Evergreen. For any patients who encounter issues on the app can contact reception and a member of the reception team will be very happy to support you signing up.
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Review titled Receptionist and admin teams needs training!
Rated 1 star out of 5
by James - Posted on 09 April 2024
Receptionist and admin team both provides horrendous service. No consistency / No care / No support. I was on hold for 45min to have my call disconnected by some unprofessional receptionist who simply didn’t care. I had to call back the practice 3x times - each time waiting in a queue for 35-40min. Already logged several complaints via emails and no acknowledgements or response. This is an awful practice thanks to it’s receptionist and admin team . Interestingly GPs are very good!
Visited April 2024
Review titled Barlby Surgery
Replied on 25 June 2024
Dear James, I am sorry to read that you have been having difficulty contacting the practice by telephone. We have introduced a call back service in an attempt to improve our call wait times. I would be happy to meet with you and discuss this further, Kind regards Donna Seymour Practice manager
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Review titled Cancelled appointment without letting me know
Rated 2 stars out of 5
by NW6 resident - Posted on 11 September 2023
Was supposed to have a physio appointment this morning. Took half day off work for this only to arrive there and find out that they had cancelled my appointment without letting me know. Plus they wouldn’t rebook me and said I should call (even though I was physically there!) to rebook. Very unhelpful - both members of staff looked like they couldn’t care less tbh. Very disappointed.
Visited September 2023
Review titled Barlby Surgery
Replied on 25 June 2024
Dear Anonymous, I am sorry to read of your negative experience. Unfortunately, the physiotherapy is an external service that use a room at the practice. Due to this the reception and admin team at the practice do not have access to their clinical system and are only aware of clinic cancellations once the service sends us an email informing us. I have shared this comment with the FCP team to ensure that this does not happen again, Kind Regards Donna Seymour Practice Manger
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Review titled Very Bad Admin - GPS are Very Good
Rated 2 stars out of 5
by Anonymous - Posted on 05 May 2023
The reception and admin is extremley poor. I just got an text saying my appointment has been moved. It did not give me an option to see if it was suitable and did not tell me the time. Then i got another one saying my appointment with the physio has changed. None of this makes sense as i have 2 appointments ! Very poor. The app is a one way dicatatory messaging system that does not give you any way to contact them. When you call them it takes for ever. I had a call from a pharmacist giving me advice about my foot ! The person had access to my medical records and i questioned if they are appropriate person to give me advice and they just completely ignored me ! It was obvious they did not read my complaint or records when they spoke to me and expected me to repeat everything on my record. I said if they are not a physio how are you able to make a diagnosis ? They just ignored me. For all i know could have just been a cleaner passing with nothing better to do and answer the phone !!!
Visited May 2023
Review titled Barlby Surgery
Replied on 25 June 2024
Dear Anonymous, I am sorry to read of your negative experience at the practice. On behalf of the practice I apologise that your appointment was moved without first attempting to discuss the change with you. This should not have been moved without telephoning you and checking that the new time/date was convenient whilst also giving an explanation as to why we needed to move your appointment. I have reiterated to the team that in the future when moving appointment’s that they should be calling patients first and not just sending an sms message. With regards to the physiotherapy team changing your appointment unfortunately this is not something I can address. The physiotherapy is an external service that use a room at the practice. We do not have access to their clinical system. Kind Regards Donna Seymour Practice Manger
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Review titled receptionist is not helpful
Rated 1 star out of 5
by Ying - Posted on 30 May 2023
Helped my father to book appointment, and requested the GP to contact my father's number. GP called the wrong number, I tried to contact the receptionist, staff will ask the GP to contact my father in the afternoon. My father has not received any calls, I tried to contact the surgery again. I was told the GP will not contact the patient more than twice and I need to call them for the appointment next day. 1. Why they do not tell me on last phone conversation. Receptionist is unprofessional and not helpful. 2. It is not our fault of not answering the calls. The GP made mistake, why they cannot have special appointment to allow us to see the GP. Service from the surgery become worse and worse. 3. Even I contacted the GP at 8 o'clock, I will be late for my work. so hard to book an appointment. Not friendly for older patient, hard to book appointment for them, not accommend.
Visited May 2023
Review titled Barlby Surgery
Replied on 25 June 2024
Dear Ying, I am sorry to read of your negative experience regarding the appointment for your father. Our policy is that’’ If the patient misses the 1st call, they will be called a 2nd time at least 10 minutes later. If the patient misses both calls, they will receive the following SMS "This is your surgery with your automated call back. We were unable to contact you. If you still need us, please get in touch." Although I do except that the wrong number had been called and therefore the reception team should have discussed this with the Duty GP. I shared this review with the whole practice team to avoid this happening again. Kind Regards Donna Seymour
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Review titled Good reception staff but GP's poor on patient care
Rated 3 stars out of 5
by Christine O'Neill - Posted on 20 April 2023
Attended this surgery due to blood test results coming back normal and no follow up was given even through I had experienced certain symptoms? Shocking behavior. I had mild obstructive sleep apnea untreated by GP's for 14 years because of this laziness to follow up with patients. How is this being allowed to happen? Even when in an appointment for a different reason, still no follow up. I now have moderate obstructive sleep apnea. Two specific reception staff were very courteous and patient. Very well done to them.
Visited April 2023
Review titled Barlby Surgery
Replied on 25 June 2024
Dear Christine, I am sorry to read that you have had a negative experience at Barlby Surgery. I would like the opportunity to explore this with you. If you could please let the practice your availability to meet with me I would be more than happy to accommodate this. Kind Regards Donna Seymour Practice manager
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Review titled Awful practice no care or support
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2023
Lack of support, issued with a warning because I ended the call with them as I feel they don’t help me with mental health issues or back problems. I was told not to contact so often . Also I was never referred to a specialist to get proper treatment for my back and now they are refusing to give me medication and issued me a warning I wasn’t rude I didn’t swear I was not aggressive this is disappointing
Visited April 2023
Review titled Barlby Surgery
Replied on 25 June 2024
Dear Anonymous, I am sorry to read of your negative experience at Barlby Surgery. I would be grateful if you could contact me at the practice so that we can meet and address your concerns raised. Donna Seymour Practice manager Barlby Surgery