Canberra Old Oak Surgery
Parkview Cfh, Cranston CT, 56 Bloemfontein Road, White City, London, Greater London, W12 7FGContact details and opening times
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Reviews
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Review titled Outrageously bad
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2024
Dear Business Manager of Canberra Old Oak Surgery. I am writing to formally express my dissatisfaction with the customer service I received during my recent call to your surgery on Friday, November 29, 2024. I spent over an hour and a half waiting on the phone, despite being number one in the queue. Throughout this time, I encountered multiple near-connections but was repeatedly placed back in the queue. After this prolonged wait, I was finally answered by an incredibly rude member of your team. When I explained my request, he dismissed my concerns without any effort to assist me, stating that my issue would be resolved by Monday and refusing to allow me to make an appointment before then. (Notwithstanding the fact that on Monday neither the situation was resolved nor the medication was prescribed or received). His abrupt manner and lack of empathy were not only unprofessional but deeply upsetting, especially considering my status as a disabled single mother. This experience left me feeling disregarded and frustrated. It is alarming that patients in distress could be subjected to such treatment, which could lead to far more serious consequences. I urge you to address this situation promptly, as this level of customer service is unacceptable. I hope to hear back from you regarding how you plan to rectify this issue. Openrose Hammersmith GP Practices and NHS services will be made aware of the matter that would one day drive a patient to hospital, if nothing is done. Respect is a two-way street, just as it is important to give respect to others, it is equally important to receive respect in return. When mutual respect is established, it fosters understanding, cooperation, and positive relationships.
Visited November 2024
Canberra Old Oak Surgery has not yet replied.
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Review titled You can never get through
by Anonymous - Posted on 24 October 2024
The blurb at the start about measles goes on for 2 minutes or more before you can even choose what you are calling for. This should be kept to the end of the call or the information quickly asked for by the person answering the call. I have been holding on for over 20 minutes as Caller Number 1 in the queue with no answer (this is my second attempt today when I had to give up after 15 minutes at Caller Number 4 in the queue). I now have to give up again and will have to go there in person tomorrow. If the link I was sent via Text today gave appointments other than today then there would be no need for me to contact them in the first place. It should not be this difficult to get through to your GP surgery every time.
Visited October 2024
Canberra Old Oak Surgery has not yet replied.
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 29 October 2024
Extremely disappointed with the service provided. On phone I was kept on hold for over 25 minutes, all while being told I was in position 1. This happened several times. It's frustrating waiting for so long for nothing. I made a request back in April and despite following up multiple times, I still haven't received any resolution. This level of service is unacceptable and shows a lack of respect for patient's time and concerns.
Visited October 2024
Canberra Old Oak Surgery has not yet replied.
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Review titled Incredibly Poor
Rated 1 star out of 5
by Anonymous - Posted on 19 August 2024
This place was great 10 years ago, since then it has got worse and worse, imposisble to see a gp face to face, if you dont go on the app at 7am you wont have a chance of even getting a call! In the past 3 months alone i have had an appointment cancelled on the day at 10 minutes notice and had items i have been prescribed for over 10 years rejected because they cannot find records of me having them (despite them issuing the items to me) will be looking for a new GP ASAP.
Visited August 2024
Review titled Canberra Old Oak Surgery
Replied on 27 August 2024
Dear Anonymous, I am sorry to read of your negative experience at Canberra Old Oak surgery. Patients are free to chose if they would like a face to face or telephone appointment and your request should be respected. I am the new manager for the practice and will be working hard to improve the service that our patients receive. This includes recruiting new staff and improve on training for the team.
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Review titled Poor practice
Rated 2 stars out of 5
by Ibrahim - Posted on 09 July 2024
It’s nearly impossible to get appointments with a gp doctor and getting medication issued is even worse I’ve been on the phone 1st in the que for 28 min just for my repeat medication and after all that I couldn’t even get the medication I needed it needed to be requested. You should really take patient care abit more serious and train staff more to be able to deal with different patients. Unacceptable!
Visited July 2024
Review titled Canberra Old Oak Surgery
Replied on 27 August 2024
Dear Ibrahim, I am sorry to read of your negative experience at Canberra Old Oak surgery. I can assure you that the practice team work hard to provide a good level of care to our patients. Dear Patient, Please can you contact us on 020 7062 6320 to discuss this further with myself. Kind Regards Muhammad Nadeem Ali Assistant Practice Manager Canberra Old Oak Surgery
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Review titled Very good
Rated 4 stars out of 5
by Anonymous - Posted on 07 June 2024
we have been in this GP for long time. Current the service noticeably getting down. on the 6th of June we waited for one hour and five minutes without knowing the reason of the delay. I wish to see more responsible staff members as we always used to. Kind regards Alamin Shuker
Visited June 2024
Review titled Canberra Old Oak Surgery
Replied on 27 August 2024
Dear Patient, We are sorry to read of your negative experience. At times emergencies can happen at the surgery which unfortunately cause a delay. This should be communicated to all patients waiting in reception. On this occasion this clearly did not happen. I have discussed this with the team and highlighted the importance of communicating with our patients when things go wrong. Muhammad Nadeem Ali Assistant Practice Manager Canberra Old Oak Surgery
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 12 June 2024
Keep trying to order regular prescription I keep getting sent the wrong pills. this is happened a number of times I’ve rung reception and they said they were sorted out and it never does get sorted out
Visited June 2024
Review titled Canberra Old Oak Surgery
Replied on 27 August 2024
Dear Patient, Please can you contact us on 020 7062 6320 to discuss this further with myself. Kind Regards Muhammad Nadeem Ali Assistant Practice Manager Canberra Old Oak Surgery
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Review titled Very inefficient and very disappointing service
Rated 2 stars out of 5
by Anonymous - Posted on 26 June 2024
Despite ordering repeat medications by using the dr iq app as early as 7 am, this practice is incapable of being efficient and send the prescription to my pharmacy. I chased this medication for 2 days. I had to phone 3 times to be told that it will be approved shortly and was told that a doctor would call me back. This never happened despite the 2messages on the dr iq app saying I was going to be called back before 3 pm and before 4 pm. I phoned again and was told that the prescription was going to be approved and sent to the pharmacy at around 17.45 pm; of course this did not happen. I really think I should remove myself from this practice that are not efficient. Now I am without medication for 2 days already
Visited June 2024
Review titled Canberra Old Oak Surgery
Replied on 27 August 2024
Dear Patient, Please can you contact us on 020 7062 6320 to discuss this further with myself. Kind Regards Muhammad Nadeem Ali Assistant Practice Manager Canberra Old Oak Surgery
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Review titled Impossible to book an appointment and rude staff
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2024
The dr. iq app is consistently non-functional, forcing me to call instead. The average wait time is at least 15 minutes, only to end up speaking with a rude and clueless receptionist. As an existing patient, I've tried to get an appointment for the past year. I can't book online, and calling is useless because they never have any available slots.
Visited May 2024
Review titled Canberra Old Oak Surgery
Replied on 27 August 2024
We are very sorry to hear about the issues you have mentioned in your review. The practice have recently had staffing shortages and I am aware that the call times have been less than satisfactory. We are currently onboarding new staff members and ensuring that they full training and induction to the practice to make sure that our patients receive a good level of service and care at Canberra Old Oak surgery. Donna Seymour - Practice Manager Nadeem Ali - Assistant practice Manager
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Review titled Terrible experience
Rated 1 star out of 5
by Renata - Posted on 17 May 2024
Terrible service/experience, with them, I’m now for more than a hour trying to book a appointment. Sometimes you spend more than an hour on the phone just to book a time, and when you finally do, you get there and they tell you that the GP won't be able to see you and you'll have to reschedule. They don't inform you in advance; they only tell you when you're already there with a baby in your arms.
Visited May 2024
Review titled Canberra Old Oak Surgery
Replied on 27 August 2024
Dear Renata, I am sorry to read of your negative experience at Canberra Old Oak Surgery. Canberra Old Oak is working hard to improve the level of service and care that our patients receive. In order for us to investigate your complaint please Nadeem Ali or Donna Seymour on 020 7062 6320