Custom House Surgery
16 Freemasons Road, Canning Town, London, Greater London, E16 3NAContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Receptionist is awful
Rated 1 star out of 5
by Daniel carey - Posted on 21 October 2024
The receptionist is awful. Cannot state her name on here as it won’t let you but it rhymes with gallery. Rude and unprofessional. I was in urgent need of my prescription and she told me to contact my pharmacy as she may get the item wrong. How’s that possible when I’m on the phone to her. What on earth. Absolute disgrace of a surgery. Should be shut down.
Visited October 2024
Review titled Custom House Surgery
Replied on 21 October 2024
Dear Daniel Thank you for your feedback. The practice does not take prescription requests over the telephone for safety reasons and to avoid errors. Patients at times often cannot remember the exact name of the medication or mispronounce it which can be a problem if they are taking lots of different drugs and get them muddled etc. Receptionist also could mishear and choose the wrong one from a patient's list. Hence we asks our patients to either to request medications through their pharmacy, on the NHS APP, or you can request this in person at the practice. These helps saves a lot of time and prevents the wrong medication being sent and patients running out of medication. Thank you Practice Manager
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Review titled Could be better
Rated 5 stars out of 5
by Sharmin Khan - Posted on 25 September 2024
Recently had interaction with health care consultant regarding my weigh loss journey, she helped me with his positivity and encouragement. 5 stars for her . Regarding the Custom House surgery - it will be nice to keep the triage form open during normal working hours and not close it so early. Telephone appointments makes it easier these days but it comes to hospital referrals, both surgery and hospital are generally not the same page. Staff is good but receptionists needs to be friendly and smile once in a while. They always sit with poker face
Visited September 2024
Review titled Custom House Surgery
Replied on 21 October 2024
Dear Sharmin Khan. Thank you for your feedback. I am happy that you had a positive experience when you contacted practice recently. I will take your feedback regarding the triage form opening time to be extended. Triage forms are closed due to the practice reaching capacity and this enables the triage team to work safely. Unfortunately I cannot comment on the hospital processes in regards to referral. I will pass on your comment to the staff about being more approachable. Thanks Practice manager
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Review titled Need drastic improvements
Rated 1 star out of 5
by Kristina - Posted on 20 September 2024
When I found out I was pregnant I was told by a private gp to contact nhs gp for guidance. Not only it took me several days to get ahold of them, when I was asked what’s the reason of my call and I explained pregnancy, their reply was “so what? You are pregnant, why do you need to see a gp?” I was shocked by lack of compassion and they did not even bother providing some basic guidance like looking at food and medication I should and should not take on the nhs website or explaining that I should book an appointment with the hospital and midwife. At the end I never managed to see them. Recently I was diagnosed with gestational diabetes and (as per hospital letter) they did sent glucose monitor test strips to the pharmacy but they never bothered explaining that I need to obtain a letter from gp making it free. When I complained they did not even acknowledge that saying it is “normal they have 1.8 star reviews” on google.
Visited May 2024
Review titled Custom House Surgery
Replied on 21 October 2024
Dear Kristina Thank you for your feed back, I am sorry that when you contacted the practice your expectations was not met. Admin staffs do not give advice on antenatal care , however , they can sign post you to the relevant department. I am sorry if this not the case. I will definitely discuss your complaint with the staff and reiterate the need for good customer service to all our patients. Thanks Practice Manager
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Review titled Great practice
Rated 4 stars out of 5
by Anonymous - Posted on 26 April 2024
The practice wellbeing coach has been incredible, she has provided unwavering support, valuable resources, and consistent follow-ups. Her dedication to my wellbeing journey has been exemplary. Her expertise and genuine care have empowered me to navigate challenges with confidence. Her regular check-ins have been instrumental in keeping me motivated and on track. I highly recommend the practice to anyone seeking guidance and support in their wellbeing journey. Thank you, wellbeing coach for your exceptional commitment and invaluable assistance.
Visited April 2024
Review titled Custom House Surgery
Replied on 23 September 2024
Dear Patient Thank you for taking the time to submit a review regarding the service you receive from the health and well being coach. I will pass on your feedback to her. We do appreciate your positive feedback. Practice Manager
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Review titled Min help from reception
Rated 1 star out of 5
by Lina - Posted on 08 April 2024
There is a huge issue with helping to book an appointments. Even on they board it states that you can ring, tell your issues, and it would be added to triage. But they never do that, always just send the link online, and request to fill form online. I rang at 11 am, instead of adding my symptoms to triage as advertised on they board, they just asked me to do it tomorrow online. I am working 3 days in a raw, my Wark starts 7 am, so I cannot make an appointment and there is zero help from surgery to help .
Visited April 2024
Review titled Custom House Surgery
Replied on 23 September 2024
Dear Lina Thank for sending your feedback on the online triage system. I sincerely apologise that at the time of contacting the practice the service received was less than expected. We do assist patients to complete the online forms, however we do encourage our patients to try and fill form for themselves if possible, this helps the triage team to get an good understanding of your issues and book you with the most appropriate clinicians. I am sorry that you have not found the staff helpful on that occasions. WE do try to assist our patients unfortunately we may fall short at times, however we are improving in this aspect. Thanks Practice Manager
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Review titled Fantastic practice
Rated 5 stars out of 5
by Mick newton - Posted on 27 March 2024
very helpful polite and friendly who could not do enough for me and nothing was to much trouble for her.
Visited March 2024
Review titled Custom House Surgery
Replied on 08 April 2024
Dear Mick Thank you for taking the time to write a review of the service you receive at the practice. We appreciate feedback from our patients on the service they receive as this helps us o improve and to deliver quality service. I will pass on your feedback to the front line staff. Thanks Dahlia Practice Manager
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Review titled Out Of NHS World
Rated 5 stars out of 5
by Lemna Ponda - Posted on 15 February 2024
I'm a new patient There rules are you have to be seen to get fully registered. But my first appointment my anxiety was at the highest. So the nurse reported to the DR on duty ang got seen within 10mins and she just sat and listened I really needed that
Visited February 2024
Review titled Custom House Surgery
Replied on 19 February 2024
Dear Lemna Ponda Thank you so much for taking the time to leave feedback following your recent visit to our Practice. I am glad you had a good experience from our friendly team We really appreciate your comments Thank you Dahlia Practice Manager
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Review titled Great well being sessions
Rated 3 stars out of 5
by Anonymous - Posted on 19 January 2024
The well being sessions were great. I was given given advice about routines and solutions. I was recommend for weight management groups and sleep solutions. I now meal plan and eT healthier. Although I have not reduced my weight by much due to hip surgery and immobility. I am now on track to make a difference.
Visited January 2024
Review titled Custom House Surgery
Replied on 22 January 2024
Dear Patient Thank you for taking the time to write a review about your experience at the practice. You mentioned that you had a great experience with health and wellbeing team, we are so happy to hear this. I will pass on your positive comments to the team. Reviews help the practice to grow and develop to provide the best possible care for our patients. Thank you Practice Manager Custom House Surgery
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Review titled Really good experience today
Rated 4 stars out of 5
by Hilary Thompson - Posted on 25 January 2024
I came for a blood test this morning. The nurse caring for me made me feel comfortable. She was kind, efficient and very skilful. She explained what she was doing and the reason why. I can’t name her because of your policy but she was working in Room 9. She should be commended.
Visited January 2024
Review titled Custom House Surgery
Replied on 19 February 2024
Dear Hilary Thompson Thank you for your kind words regarding the service you received from one of our clinical team member. I will pass on on your thanks to the member of staff. We do appreciate you taking the time to send us your feedback. Thank you Dahlia Practice Manager
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Review titled Not useful
Rated 2 stars out of 5
by Simona Feier - Posted on 18 January 2024
I received a message after my blood test to book an appointment with the gp on 9.01.24. I had to complete the availability form, I don't know for what they use it if they don't respect it. They book my appointment on 17.01, the message that I got was saying it will be 2 phone calls, if you miss them you have to book again. They said the call will be between 15:30 and 17:30 , the time I selected in the form that I am not available. Obviously they called me at a different time14:20 and only once, due to work I couldn't pick up straight away. I was waiting the whole evening stressing for the results and waiting for the 2nd call wich it never happened. I did call this morning the practice and the receptionist she wasn't really nice, not even bothered to help me. I did explain her that I will be leaving the country for 2 weeks and I want to talk with my doctor about the results. Anyway I did complete the form again and the next appointment they give me is on 29.01. I don't think it is normal to be treated like this and waiting so long ( 20 days) for a 10-15 min phone call.
Visited January 2024
Review titled Custom House Surgery
Replied on 26 January 2024
Dear Simona Feier Thank you for taking the time to share your experiences. We sincerely apologise for any frustration or inconvenience you encountered during your time with our surgery. We take your feedback seriously and regret that we fell short of your expectations in several aspects. We are genuinely sorry for the difficulties you faced with timely appointments and the challenges you encountered with our reception staff. We acknowledge the importance of effective communication and empathetic service and it's disheartening to hear that you experienced a lack of understanding and compassion from our team. Your feedback about administrative errors is also concerning and we understand the frustration that can arise from such issues. We are committed to addressing these concerns and improving our services. We have shared your comments with our team to ensure that we work on enhancing communication, reducing administrative errors and fostering a more positive and respectful environment. If there's anything specific you'd like to discuss further or if you have additional feedback, please feel free to contact us directly. We value your input and are committed to making the necessary improvements. Thank you for bringing these issues to our attention, and we again apologise for any inconvenience you experienced while under our care. Practice Manager Custom House Surgery