Carpenters Practice
236-252 High Street, Stratford, London, Greater London, E15 2JAContact details and opening times
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Reviews
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Review titled Generic Outsourcing - irresponsible
Rated 1 star out of 5
by Anonymous - Posted on 06 January 2023
It seems my ongoing situation with diabetes 2 is now being outsourced under the guise of self help. Keep receiving text messages about what I need to do to, taking any and all responsibility for individual care off their hands. Patients are treated under the guise of everything is treatable by the book. Am being texted that I have a weight issue (5' 10" - trouser waist size 32 - 33) from information gained about a year ago, being texted that I need to go to another practice to get my blood pressure taken so I can submit it to them online otherwise they may be stopping my medication. I was once given a prescription by a clinician that was incorrect and hindered treatment I needed at my Dentist. If you're okay with this type of treatment then this practice is for you. Otherwise...
Visited January 2023
Review titled Carpenters Practice
Replied on 17 January 2023
We apologise if you have felt that your diabetes management has been outsourced and that your individual needs are not being fully met. We understand that every patient is unique and requires personalised care. It is important for patients to be actively involved in their own care and to have open communication with the healthcare provider. However, it is also important for us to have accurate and up-to-date information in order to provide the best care possible. We would like to assure you that we take your concerns seriously and would like to work with you to address any issues and find a solution that works best for you. We value open communication with our patients and would like to encourage you to share any concerns you have with us. Your health and well-being are our top priority and we are committed to providing the best care possible. Please reach out to us to schedule an appointment or a call to discuss any issues you have and we will do our best to address them.
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Review titled Terrible
Rated 1 star out of 5
by Ananya - Posted on 13 March 2024
I have not been able to see a doctor at this practice, because the appointment system is terrible and they just don't care. I needed urgent medical attention and called at 8:00 am sharp for 2-3 days; had to wait in the queue, only to be told they don't have an appointment available. Absolutely apathetic.
Visited January 2023
Review titled Carpenters Practice
Replied on 11 June 2024
Dear Ananya, Thank you for taking the time to provide your feedback. My name is Jack, and I would like to apologise for the experience you have had with Carpenters Practice. If you could please contact the practice via email on carpenters.practice@nhs.net with your details, so we can look into what happened and provide a response and solution? I look forward to receiving your email. Best Regards, Jack Wells Practice Manager
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Review titled Poor service overall
Rated 2 stars out of 5
by Anonymous - Posted on 15 December 2022
Reception staff is surly and unhelpful. I can never see a regular doctor even though I want to see the same doctor for my disabled child. Locum doctors have little knowledge of history and we cannot build a positive relationship with them. The practice management tries to monetise on standard letters for patients.
Visited December 2022
Review titled Carpenters Practice
Replied on 19 December 2022
Dear Patient, I am sorry to hear of the concerns you raised. Thank you for raising your concerns. It is important that we hear from patients when things have gone wrong as this can help us learn and make improvements. In order to respond to your concerns, we would like to invite you to discuss this in more detail with the Practice Manager. Please contact the Practice Manager at the surgery to speak over the phone or to arrange a meeting. It is our aim that all patients receive the highest level of care from the practice. Kind regards Carpenters Practice
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Review titled Appointment system defies logic
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2022
I had an out of hours telephone appointment on a Saturday as suggested by their receptionist when I came in last week to ask for a specialist referral. I'd got the call, and the gentleman, who was very helpful, asked me to book a face to face appointment, so I went to the practice - which is located in the same building of my flat - at 8am Monday morning 2 days after the telephone appointment to ask for a face to face appointment but was told by the lady receptionist that the GP called in sick so no slots were available, which was fine, it happens. I came not expecting a same day appointment anyway. I just wanted an appointment as soon as possible. What was frustrating was that I was told to phone them tomorrow at 8am to schedule one. But I was already there! I asked if they could just book me in on any future date. But she told me she couldn't as they didn't have the any availability for today or any other day so, I need to call them. I asked, "even in February?" She said none without checking her computer. So, if I called somehow they would be able to check any availability? She didn't take my details, or even what my condition was! Didn't even check her computer for anything! With this kind of customer service I now understand the negative reviews here. It felt like she couldn't be bothered with helping people. No effort from her whatsoever. As I was leaving I heard her taking a call, so if I called it seemed she'd be the one taking it anyway, so what's the difference in her booking me in on a future date at the time I was there in front of her, versus calling? Defies logic.
Visited December 2022
Review titled Carpenters Practice
Replied on 19 December 2022
Dear Patient, I would like to apologise for your experience. We aim to facilitate and provide both pre-bookable and same-day appointments for patients who contact the surgery. When a patient requests a same-day appointment, we aim to provide this to patients who contact the surgery from 8 am on the day. We always strive to meet the needs of patients and have allocated telephone and face-to-face appointments for those patients who need to be seen on the same day. The demand for same-day appointments can vary from day to day and can have an impact on this availability on occasion. On this occasion, we may be unable to offer appointments to you. Our reception team are all trained care navigators and will ensure that some brief details are taken from patients to ensure that patients are supported as much as possible to be seen by the appropriate clinician. We have a varied team of health professionals to deal with patient needs as well as access to refer patients to community services such as pharmacies, for increased same-day access. We continually monitor and review patient demand to ensure that we have the right level of availability for patients to access our clinicians and to achieve effective and efficient patient flow. We have recently made changes to our appointment system to increase the number of same-day, vulnerable slots and pre-bookable appointments that are available and have recently recruited more GPs as well as clinical Pharmacists. This will ensure that we continue to meet the needs of all patients who access our services and can offer more pre-bookable and on-the-day appointments. Thank you for taking the time to raise your concerns. I hope this letter reassures you that we have taken your comments seriously. If you do have any questions or wish to discuss the matter in more detail, please contact the practice manager on 020 8534 8057 and we can arrange a convenient time and date to meet. Thank you Carpenters Practice - Practice Manager
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Review titled Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 30 November 2022
From last tow days I am calling them for an appointment.Every time we wait for an hour then they inform booking are full call next day morning or go to Emergency. When we went to emergency they informed us meet your Gp doctors. I have no idea when I will get this appointment I was explaining them my wife have a serious under neck issue. Most of the time she couldn’t take breath and food properly. I wish I can’t give less than Zero for this types of poor service.
Visited November 2022
Review titled Carpenters Practice
Replied on 30 November 2022
Dear Patient, I would like to apologise for your experience. We aim to facilitate and provide both pre-bookable and same-day appointments for patients who contact the surgery. When a patient requests a same-day appointment, we aim to provide this to patients who contact the surgery from 8 am on the day. We always strive to meet the needs of patients and have allocated telephone and face-to-face appointments for those patients who need to be seen on the same day. The demand for same-day appointments can vary from day to day and can have an impact on this availability on occasion. On these occasions, we may be unable to offer appointments to all patients who call us in the morning. Our reception team are all trained care navigators and will ensure that some brief details are taken from patients to ensure that patients are supported as much as possible to be seen by the appropriate clinician. We have a varied team of health professionals to deal with patient needs as well as access to refer patients to community services such as pharmacies, for increased same-day access. We continually monitor and review patient demand to ensure that we have the right level of availability for patients to access our clinicians and to achieve effective and efficient patient flow. We have recently made changes to our appointment system to increase the number of same-day, vulnerable slots and pre-bookable appointments that are available and have recently recruited more GPs as well as clinical Pharmacists. This will ensure that we continue to meet the needs of all patients who access our services and can offer more pre-bookable and on-the-day appointments. Thank you for taking the time to raise your concerns. I hope this letter reassures you that we have taken your comments seriously. If you do have any questions or wish to discuss the matter in more detail, please contact the practice manager on 020 8534 8057 and we can arrange a convenient time and date to meet. Thank you Carpenters Practice - Practice Manager
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Review titled Horrible practice
Rated 1 star out of 5
by Anonymous - Posted on 16 February 2024
Everyone who works in this practice is extremely unresponsive and has a horrendous attitude. The receptionists working here lack empathy and patience. If you don’t want to help people why are you working in a gp in the first place? What I don’t understand is, I promptly called them at 8 am and after waiting for ages, they picked up and thus, I booked an appointment. They told me that the gp was going to call between 9-5 (which by the way is a large chunk of time). I waited the whole day and guess what, no one called!!! The gp should just shut down as everyone who works there is, to be frank, utterly not useful.
Visited September 2022
Review titled Carpenters Practice
Replied on 11 June 2024
Dear Patient, Thank you for taking the time to provide your feedback. My name is Jack, and I would like to apologise for the experience you have had with Carpenters Practice. Our waiting times can be longer than expected during peak times. We have recently hired additional call handlers to support during these busy times, you are also able to request appointments, medications and general support via our Dr IQ App. If you could please contact the practice via email on carpenters.practice@nhs.net with your details, so we can investigate and look into why you were not called back. I look forward to receiving your email so we can look into this and provide a solution. Jack Wells Practice Manager
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Review titled Awful Receptions Communication/Response
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2022
Hello Team, Unfortunately many many people complaint about this and still this has not been looked at. Carpenter's Practice Reception is awful in every sense. First of all regarding appointment they have different rules and sounds like that vary from one receptionist to another. I am looking for baby health check up since one week and first guy told me there is no appointment on that day when i called. and he mentioned there is no concept of advance appointment. He advised me to check every morning sharp 8. Most of the morning calls never go through as you are waiting in queue after 20/25 people even if you start at 8. Today I got through and a lady said there is no appointment and she could have made advance appointment ( contrary to other receptionist ) but there is none in next 3 days. she is not willing to give any appointment for next week too. They don't make any effort to give you some dates even after 3/4 days after you repeatedly ask for. They are rude and they give you unsolicited advice what you should do and what you should not. For example regarding my baby's weight concern she said we don't do weight check. However I constantly asked for doctor's appointment to discuss about baby's health along with weight check. i am still waiting even after a week. This is utter nonsense. Receptions work is to sort out appointment which they fail miserably. They need to go through some training/course how to deal with patients and phone calls.
Visited August 2022
Review titled Carpenters Practice
Replied on 10 August 2022
Dear Patient, I would like to apologise for your experience. We aim to facilitate and provide both pre-bookable and same-day appointments for patients who contact the surgery. When a patient requests a same-day appointment, we aim to provide this to patients who contact the surgery from 8 am on the day. We always strive to meet the needs of patients and have allocated telephone and face-to-face appointments for those patients who need to be seen the same day. The demand for same-day appointments can vary day to day and can have an impact on this availability on occasions. On these occasions, we may be unable to offer appointments to all patients who call us in the morning. Our reception team are all trained care navigators and will ensure that some brief details are taken from patients to ensure that patients are supported as much as possible to be seen by the appropriate clinician. We have a varied team of health professionals to deal with patient needs as well as access to refer patients to community services such as pharmacies, for increased same-day access. We continually monitor and review patient demand to ensure that we have the right level of availability for patients to access our clinicians and to achieve effective and efficient patient flow. We have recently made changes to our appointment system to increase the number of same-day, vulnerable slots and pre-bookable appointments that are available and have recently recruited more GPs as well as clinical Pharmacists. This will ensure that we continue to meet the needs of all patients who access our services and can offer more pre-bookable and on-the-day appointments. Thank you for taking the time to raise your concerns. I hope this letter reassures you that we have taken your comments seriously. If you do have any questions or wish to discuss the matter in more detail, please contact the practice manager on 020 8534 8057 and we can arrange a convenient time and date to meet. Thank you Carpenters Practice - Practice Manager
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Review titled Hard to get appointment
Rated 1 star out of 5
by Anonymous - Posted on 01 August 2022
Reception staff advise that there are no planned appointments available and to call at 8am to get an appointment but when I called promptly at 8am I was number 22 in the queue.36 minuts wait. I didn't think it was worth waiting as there are no appointments left when i argue 5 days continue calling .. i ask make for tomorow, she replied we cannot make for next day, next day call after long waiting time again no appointment left when i told my situation she said ok on monday i can make ? But yesterday u said cannot make for next day she replied i dont know who told you but i can make it ..what?why they avoid to give treatment? They want we should move to private or what?
Visited July 2022
Review titled Carpenters Practice
Replied on 08 August 2022
Dear Patient, I would like to apologise for your experience. We aim to facilitate and provide both pre-bookable and same-day appointments for patients who contact the surgery. When a patient requests for a same-day appointment, we aim to provide this to patients who contact the surgery from 8 am on the day. We always strive to meet the needs of patients and have allocated telephone and face-to-face appointments for those patients who need to be seen the same day. The demand for same-day appointments can vary day to day and can have an impact on this availability on occasions. On these occasions, we may be unable to offer appointments to all patients who call us in the morning. Our reception team are all trained care navigators and will ensure that some brief details are taken from patients to ensure that patients are supported as much as possible to be seen by the appropriate clinician. We have a varied team of health professionals to deal with patient needs as well as access to refer patients to community services such as pharmacies, for increased same-day access. We continually monitor and review patient demand to ensure that we have the right level of availability for patients to access our clinicians and to achieve effective and efficient patient flow. We have recently made changes to our appointment system to increase the number of same-day and pre-bookable appointments that are available and have recently recruited more GPs as well as clinical Pharmacists. This will ensure that we continue to meet the needs of all patients who access our services and can offer more pre-bookable and on-the-day appointments. Thank you for taking the time to raise your concerns. I hope this letter reassures you that we have taken your comments seriously. If you do have any questions or wish to discuss the matter in more detail, please contact the practice manager on 020 8534 8057 and we can arrange a convenient time and date to meet. Thank you Carpenters Practice - Practice Manager
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Review titled Appointment booking system is poor
Rated 2 stars out of 5
by Sam - Posted on 06 July 2022
The system for getting a GP appointment does not meet patients' needs very well, in my opinion. Reception staff advise that there are no planned appointments available and to call at 8am to get an appointment but when I called promptly at 8am I was number 28 in the queue. I didn't think it was worth waiting as I doubt there would be any appointments available by the time I got through.
Visited July 2022
Review titled Carpenters Practice
Replied on 28 July 2022
Dear Sam, I am sorry to hear of the concerns you raised. Thank you for raising your concerns. It is important that we hear from patients when things have gone wrong as this can help us learn and make improvements. We offer in advance and on-the-day telephone and face-to-face GP and nursing appointments. We also offer vulnerable appointments to meet all patient needs. We would like to invite you to discuss this in more detail with the Practice Manager. Please contact the Practice Manager at the surgery to speak over the phone or to arrange a meeting. It is our aim that all patients receive the highest level of care from the practice. Kind regards Practice Manager - Carpenters Practice