Church Road Practice
30 Church Road, London, Greater London, E12 6AQContact details and opening times
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Reviews
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Review titled Bad communication
Rated 1 star out of 5
by David John Brereton - Posted on 22 December 2022
I have today 22/12/22 attended St Luke’s Surgery in response to an electronic appointment notification “22 Dec 9:00am St Lukes Dr ……….” Upon arrival at the surgery just before 08:50 I was told that this was a telephone consultation. I showed the receptionist the electronic message I received and was told to wait for the doctor to arrive. There was nothing in the message to say that I was to expect a telephone consultation. At about 09:15 The receptionist informed me that the doctor had confirmed that this was a telephone consultation and that he would ring me. I explained that I would be on public transport for the next forty five minutes. However, I was call about fifteen minutes later while on public transport and was not able to discuss matters. This is surely not a good use of the doctor’s time. It is certainly not a good use of mine. This terrible way to treat patients. Are people with mobility issues treated like this? Not impressed with this. There needs to be an indication with regard to telephone / face to face appointments as to which they will be.
Visited December 2022
Review titled Church Road Practice
Replied on 17 January 2023
Dear Mr. Brereton, We apologise for any confusion or inconvenience caused by the appointment notification you received. We understand your frustration with the lack of clarity regarding the type of consultation and the difficulties this caused you. We take patient satisfaction very seriously and we will ensure that in the future, all electronic appointment notifications clearly indicate whether the appointment will be a telephone or face-to-face consultation. We also apologiae for any inconvenience caused by the delay in the doctor's call and for any difficulty you may have experienced while on public transport. We would like to assure you that all patients, regardless of mobility issues, are treated with the utmost care and respect. We value your feedback and will use it to improve our services. In addition, we will also be reviewing and reinforcing our staff training procedures to ensure that all reception and administrative staff are fully informed and equipped to handle appointments and communicate effectively with patients. We recognise the importance of clear communication and want to ensure that all of our patients are well informed and receive the highest quality of care. We take responsibility for the mistake that occurred during your appointment and we are committed to taking the necessary steps to prevent similar issues from happening in the future. Thank you for bringing this to our attention and please do not hesitate to reach out if you have any further concerns or questions.
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Review titled Going downhill and getting worse
Rated 2 stars out of 5
by Anonymous - Posted on 17 February 2023
You’re at the mercy of availability in the morning, even if you need a time that’s convenient to you later in the week or next one. Dr Iq is poor compensation for an increasingly inadequate surgery. When it first opened in 2005 it was great. The last 6 or so years, ever since it joined first a CiC, Lantern, I think, and now under Carpenters Practice, inconsistent levels of care and a roulette of GPs has let it down. Rude telephone staff handling calls with little experience of health issues only adds to the frustration of trying to get an appointment. You could be on hold for 30mins despite being caller number 1.
Visited December 2022
Review titled Church Road Practice
Replied on 15 March 2023
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 Great medical service
Rated 5 stars out of 5
by STELIAN VASILE - Posted on 17 November 2022
Very impressive medical and friendly service provided by GP medical staff . Carry on with your medical care service..
Visited November 2022
Review titled Church Road Practice
Replied on 30 November 2022
Dear Stelian, Thank you for taking the time to leave such positive feedback, it is always nice to hear, our staff certainly do try their very best. Kind regards Practice Manager - Carpenters Practice