Elthorne Park Surgery
106 Elthorne Park Road, Hanwell, London, Greater London, W7 2JJContact details and opening times
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Reviews
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Review titled Really Unhelpful Reception Team
Rated 2 stars out of 5
by Anonymous - Posted on 24 June 2024
For years I've found the reception team to be unhelpful or completely unable to understand my concerns. English is my first language and I work in Senior Management and have no issues with my team of 30+ people understanding me, most who are not even based in England, yet a simple request to get my prescription filled for 3 months rather than just 1 month as I need a blood test done for diabetes seems to go right over their heads. Last time this happened I said I was not prepared to waste practically half a day going to Ealing Hospital and someone else called me back within a few minutes and miraculously was able to offer me a blood test at the surgery. All I tried to explain today was that until they have someone available to do bloods in the surgery I would need my prescription changed to 3 months (as per normal). Going to a 5 minute appointment to do a blood test versus driving to Ealing Hospital, paying for parking not knowing whether you need to pay for an hour (with their extortionate charges) or three hours (as no idea how busy it will be to give blood? No brainer really. I will only be going to my surgery and not another one in a different part of Ealing where there is no parking available and you have to wait over an hour (as happened a year ago at another surgery where I agreed to go to give blood) for literally a 3 minute appointment! Tried to request a call back from a doctor today and was told nothing available with any doctor till mid July, that’s over three weeks away! Completely unacceptable! I've mostly put up with argumentative and/or condescending receptionists at Elthorne Park Surgery for years; they really need customer service training – I can honestly say I’ve had maybe 5% positive experiences in the 30+ years I’ve been registered here. Any experience I've had with other surgeries or health centres in surrounding areas (Acton, Hanwell, Ealing) - the reception staff are always so welcoming, helpful and polite. Not so with Elthorne Park sadly! I can't even change to a different surgery as all other local surgeries seem to be full up with waiting lists!
Visited June 2024
Review titled Elthorne Park Surgery
Replied on 24 June 2024
We are sorry to hear that your experience has been less than positive. I'm afraid that prescription quantities may be reduced on clinical grounds, for example when a review is overdue or the request has been submitted urgently and does not meet our urgent prescription request policy. This is to ensure prescribing safety at all times. We have been using Ealing Hospital for routine blood tests for some time now and find them excellent. They are very local and patient feedback has been overwhelmingly positive. We do have a new HCA starting at the practice in a few weeks which will enable us to do more phlebotomy in-house. We do understand the issues with GP access and are working hard to address this so watch this space. If you do have an issue with the practice then please do contact a member of our management team.
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Review titled poor admin!!!!!
Rated 1 star out of 5
by jill watson - Posted on 06 June 2024
I have every three month problem repeat prescription They refused to respond pharmacy to re issue repeat prescription I am diebetic need regular medications unprofesional, poor admin staff
Visited June 2024
Review titled Elthorne Park Surgery
Replied on 26 June 2024
We are sorry to hear you have experienced difficulties accessing repeat prescriptions. We have very robust policies around this and work in collaboration with Mattock Lane Pharmacy who process repeat prescription requests. Sometimes, however, a patient may need a review and this will be flagged by the repeat prescribing pharmacy team which can unfortunately cause delays. This is to ensure prescribing safety at all times. If there are ongoing issues you would be best contacting a member of the management team.
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Review titled No Complaints
Rated 5 stars out of 5
by Graham - Posted on 12 June 2024
I am fortunate to be a patient at this surgery. Yes sometimes you have to wait for appointments either in person or by the phone but not unreasonable. I have received a first class service from the surgery and back up support to help with my ailments. In the past I had the same support whilst caring for my in laws.
Visited June 2024
Elthorne Park Surgery has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Deepti shah - Posted on 07 March 2024
Thoroughly examined and tested with relevant questions and answers Exercises given and referral made
Visited March 2024
Elthorne Park Surgery has not yet replied.
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Review titled Improved phone services + an amazing new doctor
Rated 4 stars out of 5
by Anonymous - Posted on 07 March 2024
Very pleased with the improved phone system and the new call-back service. Very efficient. A good range of different types of appointments: face to face ( can take 2-3 weeks though), scheduled and on the day phone consultations. It would be helpful if some of the receptionists gave more reasons for certain ways of the booking system. The set up for appointments can be confusing sometimes. Shame that you have to go to Ealing hospital for blood tests, but at least they have a good turn around time. Excellent consultation with a GP this morning. She is very caring, excellent manner, very knowledgeable and has explained everything in great detail and in a caring way. Thank you.
Visited March 2024
Elthorne Park Surgery has not yet replied.
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Review titled Appointments no existant
Rated 2 stars out of 5
by Anonymous - Posted on 27 February 2024
I have been trying to get an appointment for myself for the past 10 days and always told no appointments and to call the next day. Even after explaining what's wrong. Trying to book an econsult always says is fully booked. My daughter is having pains in her chest when she breaths and was told by the receptionist today to vall backbjn the kornjbg at 8am as Jo appointments today. Not even an option for a GP to call back. What type of service are you providing? To me I think non existent. Surgery waiting room is always empty. Please explain???
Visited February 2024
Review titled Elthorne Park Surgery
Replied on 28 February 2024
I am sorry to hear you have had a difficult experience securing an appointment for your daughter. There has been increased pressure on appointments at the surgery recently due to GP sickness absence, but we continue to provide large numbers of both routine and urgent appointments every week in all formats i.e. via telephone, on-line and face-to-face. The use of eConsult by our patient population has declined significantly, and so we allocate fewer appointment slots for this accordingly. The waiting room may appear to be empty at certain times of day as the GPs stagger their face-to-face appointments. I can assure you that we are all fully booked out every single day and working harder than ever before. I should also point out that we are not an emergency service, and as such if you have an urgent healthcare need then you can always attend A&E.
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Review titled A really caring practice
Rated 5 stars out of 5
by Andrew BW - Posted on 17 January 2024
I found my recent consultation to be unhurried, detailed and reassuring. The GP who saw me gave me full attention and was happy to take time to ensure a thorough and comprehensive consultation. This positive and caring attitude pervades the whole practice, and is a marked difference to a practice I was with for decades previously. I can’t praise it enough.
Visited January 2024
Elthorne Park Surgery has not yet replied.
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Review titled Really Positive Experiences This Week
Rated 5 stars out of 5
by Millie Roy - Posted on 24 November 2023
I had 2 appointments this week on Monday and Friday and both experiences with the 3 nurses I had contact with were extremely positive. My diabetes check appointment was not rushed, I was made to feel completely at ease and treated like an individual and not someone to get in and out and just move on to the next patient (which it has felt like in the past). The (senior?) nurse who took my blood (she's been there for several years), she was amazing (as always) and I literally didn't feel any pain when she took my bloods! Today the nurse I saw, who checked my blood pressure several times due to it being quite elevated earlier in the week, really put me at ease and just made my overall experience this week really positive! Thank you for being the angels/stars that you are!
Visited November 2023
Elthorne Park Surgery has not yet replied.
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Review titled A great practice with great service
Rated 5 stars out of 5
by Stephen Marsh - Posted on 01 November 2023
I find the team at Elthorne Park Surgery efficient and kind, making every effort to accommodate requests. The front of house are always friendly and helpful, even when under pressure dealing multiple telephone calls and questions. The doctors and nurses are excellent, they listen and take great notes, so I’ve found we are on the same page. The surgery have looked after my whole family, and have always provided great advice and requested hospital consultations when necessary. I would heartily recommend Elthorne Park Surgery to anyone.
Visited October 2023
Elthorne Park Surgery has not yet replied.
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Review titled Not Fit for Purpose
Rated 1 star out of 5
by LAKHBIR SINGH - Posted on 25 October 2023
Almost impossible to get through to reception to book a Doctor appointment. Requested call back which never came. Left hanging on to holding music for 40 minutes - in the end gave up. This practise is not fit for purpose. I've had the same experience year after year. Simply useless.
Visited October 2023
Review titled Elthorne Park Surgery
Replied on 27 October 2023
I am sorry to hear you had difficulty getting through to reception. Unfortunately at busy times when the demand is very high that can be the case. We have just introduced a call-back facility on our telephone system so patients do not have to hold on the line and are automatically called back when they reach the top of the queue.