Eagle House Surgery
291 High Street, Ponders End, Enfield, Middlesex, EN3 4DNContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Very caring and understanding
Rated 5 stars out of 5
by Anonymous - Posted on 02 May 2023
Very nervous when I attended but my doctor put me at ease with reassurance. it went smoothly and I was kept informed of everything that was taking place. Very happy with the care and service
Visited February 2023
Review titled Eagle House Surgery
Replied on 13 June 2023
Thank you for your comments the doctors and staff at the surgery try to do their best to keep patients informed of their concerns. Your comments are much appreciate.
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Review titled Great practice
Rated 5 stars out of 5
by M Hussain - Posted on 02 May 2023
Booking the appointment was very easy - I used something called Patches for the first time- and the medical staff were helpful and provided a great service
Visited January 2023
Review titled Eagle House Surgery
Replied on 13 June 2023
Dear Mr Hussain, Thank you for your comments it is very much appreciated by all the staff at Eagle House Surgery
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Review titled Extremely poor service and rude staff
Rated 1 star out of 5
by Anonymous - Posted on 17 January 2023
have experienced poor service multiple times and have been on the Eagle House gp register for many many years you can never get an appointment to talk to your local gp when you ring at 8 o clock on the dot you are always in a cue and it’s like a lottery to whether you will get an appointment staff are short and abrupt never helpful and when questioned they always refer you to call at 8 in the morning or go on their website patches to book an appointment which is always full up even though you get on it at 8 in the morning there have been several times that I have submitted repeat prescriptions for my 10 month old boy who is diagnosed with downs syndrome as per their instructions in order for his prescribed milk to be ready on time (48hrs) before and it hasn’t been ready on time when I question them what are they going to do they tell me to go try other pharmacies to see if they have it in stock making me drive around several pharmacies so that my child with special needs has enough milk for his feeds. on many occasions the prescription nurse doesn’t even have the courtesy to tell you in advance that the prescription isn’t ready and leaving it till the day I go in to collect his prescription. this surgery has been declining massively and failing its patients on a huge scale which makes me think how the care quality commission rates it as a good standard this shocks me to my core when I think back at the service and treatment I have recieved over the past few years tonight I’m sitting at home angry and frustrated because I cannot feed my son who is only a baby due to the poor service and procedures the surgery implements I have tried 4 different pharmacies to see if they keep the particular milk in stock which has to be specially ordered and is not something elgon pharmacy and surrounding pharmacies stock also they keep changing the repeat prescription to non repeat the reception manger kept apologising but this will not solve the fact that my son will go hungry tonight until they get the milk in stock I pray to God that he gets my son through this time until the milk arrives he suffers a lot already with his condition and it is heartbreaking for me and his mother to see our 10 month son go through this all because the surgery does not care I personally came into the surgery went to the reception desk and put the repeat prescription in because previously I’ve put it in the letter box and it’s gone missing and delayed his milk it’s happened so many times something has to change because this type of service and behaviour is putting not just my son but many other people at great risk every time I visit there is someone struggling who just needs help but they get told to call in the morning or book through patches a lot of these people with their condition do not have the patience to wait 30-40 minutes on the phone to get an appointment and alot of people can’t book online because there is never any spaces and the staff still fob off patient
Visited January 2023
Review titled Eagle House Surgery
Replied on 06 March 2023
In your comment you say cannot get an appt at the surgery; however, you have had the following appts with a GP for yourself: 7/10/22 Dr Ansari, 30/11/22 Dr Dalton, 05/12/22 Dr Kanagarajah, 13/12 2022 Dr Marks, 19/01/23 care coordinator, 24/01/23 Dr Marks, 07/02/23 Dr Marks. Regarding your son’s appt there is an alert on his records that states your son is offered the next available appt, since last year your son has been given the following appts after receiving a telephone call, from you or your wife: 08/04/22 Dr Steven, 21/04/22 Dr Aimiuwu, 10/05/22 Dr Marks, 11/05/22 Nurse appointment 08/06/22 Nurse appointment, 05/09/22 Dr Kanagarajah, 17/11/22 Dr Aimiuwu. During December 2022 you were given extra milk to take on your travel to Bangladesh. On 03/01/23 Dr Gayle, 19/01/23, Physician Associate and 27/02/23 you were given an appt at the Paediatric Hub. With regards to your comment about the Patch platform; 50 appt become available every morning at 8.00 and it is on a first come first serve basis once all the appts have been taken for the day the platform will close until the following morning. Unfortunately, we do not have any control over what stock the pharmacy keeps at Elgon chemist it is a private run pharmacy and is not owned by Eagle House Surgery. I can see from your sons’ records that he has received his milk regular since 2021 and it was only taken off repeat prescription in January 23 this is because the Clinical pharmacist spoke to your wife in January 23 regarding the repeat prescription for your son’s milk and she advised her that because your son had started weaning that you would need less milk. The clinical pharmacist also explained that after the age of 1year which was in 3 weeks’ time your son no longer needs to be on milk powder and that you can start to purchase lactose free milk from the supermarkets, this is reason why the prescription was not on repeat. Patients can request repeat medication via this email which can be found on our website under repeat prescriptions: https://www.eaglehousesurgery.co.uk/health-nformation/prescriptions/ and this is the email address: enfccg.aglehousesurgeryrepeatprescripti@nhs.net With regards to waiting time at the surgery I have check our call recordings and the longest time you have waited on the phone before being answered was on the 13/12/22 when you waited 18 mins & 21 seconds all other calls that you have made have been answered in less than 18 mins. Our call waiting times are recorded at the surgery and we can search for this information via your telephone number. Since July 2022 all incoming calls to the surgery has been answered within 2- 25 mins, 25 mins being our longest wait. I am sorry you feel the surgery has gone down hill however, the doctors at the surgery try their best to provide a good service to all of their patients and it is unfortunate you feel you cannot get an appointment.
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Review titled Awful, would not recommend.
Rated 1 star out of 5
by Anonymous - Posted on 16 December 2022
Had a fertility analysis done nearly 5 weeks ago, was told I’d have my results back between 7 and 14 days. It’s now been nearly 5 weeks and I’ve called so many times to be told the dr will call you with results. I ended up booking an appointment for 6:45pm on the 16th December for them to not bother calling me and so now have to go another week without my results. What is the point in booking an appointment if they can’t even be bothered to call you for that appointment. My girlfriend had her appointment at a different surgery and had her results back weeks ago I am so disappointed with this and we really don’t need the added stress of not having my results.
Visited December 2022
Review titled Eagle House Surgery
Replied on 30 December 2022
Thank you for bringing this to my attention and I am sorry you feel the surgery is awful. As I discussed with you the reasons why your tests were delayed in being related to you was because when your results were received on the 2nd December the doctor requested further advice and guidance before discussing them with you. As you are aware from this request an appointment was made for you at the Andrology clinic which I now believe has been cancelled. We received this information from our advice and guidance team and an appointment was made for you on the 16th December at the Hub. As I explained to you, I have investigated this, and a Doctor tried to call you 9.41pm. I understand that you did not receive this call and I have requested an investigation take place. A further appointment was made for you at the surgery.
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Review titled Caring practice
Rated 5 stars out of 5
by Anonymous - Posted on 09 November 2022
My family is registered here and my son recently had an operation and he needed dressings done every day. I spoke to the receptionist who was very understanding and she booked my son appointments. I think there was only a couple of days were he had to wait to the next day. My sons wound has healed now and I was glad I spoke and explained to the receptionist what my son needed. Thank you Eagle House reception.
Visited November 2022
Review titled Eagle House Surgery
Replied on 30 December 2022
Thank you for your comments. I am pleased you were happy with the service we provided your son at the surgery. It is always appreciated.
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Review titled very poor access
Rated 2 stars out of 5
by Anonymous - Posted on 18 October 2022
Rang at 8.01 am for emergency appointment- 42nd in the queue!!! absolutely unacceptable! waited nearly 45 minutes then spoke to receptionist. No GPs for the whole day, no call backs, no appointments, have to try next day or call NHS111 to state my issue and then they would advise me on what to do... perhaps they can arrange an appointment with another GP somewhere else... why am I registered here??? can someone please comment?
Visited October 2022
Review titled Eagle House Surgery
Replied on 21 October 2022
Thank you for your comments and bringing it to my attention. As you have remained anonymous, I am unable to make a specific comment on the concerns you have raised. However, I would be grateful if you would contact the surgery and ask to speak to me. I can then do a thorough investigation on the comments you have raised. For me to do this I would ask you to provide me with the telephone number you call the surgery on Tuesday. I have done a telephone search for patients waiting time on Tuesday and I can confirm the following the longest wait between 8am and 9am that morning was 28 minutes and 26 seconds the shortest wait was 9 minutes and 12 seconds during this period there was seven members of staff answering the telephone and 61 calls were taken between 8am and 9am. All patients who called the surgery between 8am and 9am yesterday morning was offered an appointment or offered another service, such as PATCH’s, extended Access or community pharmacist appointments. Patient’s wanting to book an appointment for blood test results are normally directed to the PATCHs service or they are asked to call back after 10am. I hope this helps with some of your comments.
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Review titled Disappointed and will consider to mover to a better GP!
Rated 3 stars out of 5
by Anonymous - Posted on 07 July 2022
I feel very let down and disappointed with this GP surgery. The clinician or the Secretary staff rang me on Monday 4th July and advised that referral was sent on 27th May 2022 and marked it as urgent. I have told her I done the referral myself last week because North Middlesex staff advised they did not see the referral done on the system on 27.05.22. I had recurrent miscarriages in the past and now I am 11 weeks pregnant. The staff I spoke to was not systematic and unprofessional and advised she was not involved in this and cannot comment any further but to speak to her colleagues and find out what is going on. If I did not done the referral by myself I would not get the appointment booked with the North Middlesex Hospital for my pregnancy scan. Also this is not only happening the first time but happens second times now. Re-current miscarriage referral was not done as well when it meant to be done at the beginning of January 22 and only done on 23rd May 2022. Please check the PATCHES messages. I rang the Royal Free London Hospital myself, explained my situation and now I got a telephone appointment with them this month and on the month of September 2022 with Gynaecology Service Team. I Just feel that I done this all by myself and feel not being supported by the GP, I will consider to move to another GP surgery due to this experience because no pregnant women should have to be made to feel this kind of poor service!
Visited July 2022
Review titled Eagle House Surgery
Replied on 07 July 2022
Thank you for your comment and raising your concerns. I have looked into your concerns and when I spoke to you said that it was the secretaries that you spoke to on the 4th July, 2022 however it was the doctor who called you back to advise you that on the 27th May 2022 your antenatal referral was sent and emailed to North Middlesex and a read receipt was received, however, they did not acknowledge the email to say they had received the referral and I understand that this is normal practice by the NMH antenatal team. I am sorry you felt that the doctor was unsympathetic towards you as they explain to you that they followed up to the secretaries regarding your concern and that you confirmed that you had already had an appointment booked and that you had arranged the appointment yourself , you are correct you can self-refer to antenatal and the doctor was please that you had received an appointment with the antenatal team at NMH for your pregnancy. With regards to your re-current miscarriage services, you are unable to self-refer to this service this service requires a referral, from your GP and I confirmed to you that this had been done and that an appointment had been confirmed for you last week, which you acknowledged when you spoke to the doctor you also have another appointment with them on the 7th of September 2022. As agreed in our conversation I will forward you all the above information. If there is any further information your require please do not hesitate to contact me.
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Review titled Great nurse
Rated 4 stars out of 5
by Anonymous - Posted on 12 July 2022
I booked an appointment for a routine check up and specifically booked it at a time so I would have a particular nurse (it's a shame we can't enter names) as she has been great with me at every appointment. She is honestly a testament to the team and I will continue booking all future appointments required from her department - with her. Thank you to this Nurse, you are amazing.
Visited July 2022
Review titled Eagle House Surgery
Replied on 21 October 2022
Thank you for your kind comments it is always rewarding when a patient appreciates the care and service provided by the surgery we aim to please all our patients.