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 Such a shame how this practice has gone so downhill
by Anonymous - Posted on 20 February 2025
I have been with this practice for over 20yrs but unfortunately I reached breaking point with the lack of access to care and the quality of care, bordering on negligence. The last 2 years it has been steadily getting worse but the last 6 months it is just totally failing on every level. You can’t get through to anyone, there is a queue of over 30 people at 8:03am when you eventually do get through the appointments are full and you can’t book an appt in advance. The econsult capacity is so small that if you try to log on after 8:05 it is not accepting any more as their capacity has been reached. They wont book an in person appt. You have to have a telephone appt first with a dr and they decide if you can have a face to face, but trying to get even a telephone appt is nigh on impossible. Most of the time I have only got an appt with a dr through calling 111. Repeat prescriptions take days and they never answer emails. I have had to use emergency 111 service to get certain important medications because I couldn’t get them in time from this GP, despite requesting in plenty of time. The final straw for me was when I had an itchy and bleeding mole that needed checking, they sent me a text saying send a photo in an app straight away. Unfortunately where it was located was extremely difficult to see and to get a decent photo and I explained this and could only end up sending one very blurry, rubbish photo. I got a txt back saying, it’s probably nothing, but it looks sore, I’ll prescribe some cream. I really don’t see how you can check a mole/skin problem properly through a blurry photo! If I needed cream I would have gone to a pharmacy! I wanted it looked at and checked properly, which I don’t think is too much to ask, but apparently so. I’ve now left the surgery following this last incidence and only wish I’d done it sooner, but I was hoping it would sort itself out, as there is a really good Dr there (if you can ever speak to or see them!) and it used to be a really good surgery, but sadly it’s just got worse and worse. I genuinely fear for peoples health here now. Especially the vulnerable.
Visited January 2025
Review titled Elthorne Park Surgery
Replied on 20 February 2025
Thank you for your feedback. I am sorry to hear you have had issues with access, as we have recently undertaken an overhaul of our appointment system to improve this. Unfortunately, allowing patients to book directly into appointment slots was resulting in long delays for appointments which most were finding very frustrating. Our new system allows us to deal with requests much more quickly, and book patients into face-to-face appointments only when needed. It has also allowed us to significantly increase our capacity but that does mean that simple requests are necessarily dealt with using available technology. However, like all GP practices we do not have unlimited capacity. We do have a robust repeat prescribing system with a 72-hour turnaround. It is also practice policy not to accept clinical requests via email I'm afraid in the interests of patient safety.
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Review titled Caring, Compassionate Practice
Rated 5 stars out of 5
by Sarah - Posted on 30 January 2025
I have just come home after a seven night stay in hospital, and I rang the practice, at 8am to discuss findings. I was second in the queue, and so I only had to wait a few minutes for my call to be answered. The receptionist was courteous and empathetic. An hour later the Dr rang me back, for my consultation. He was so helpful, kind and understanding. He listened patiently and we were able to make a plan, regarding my future care. Thank you
Visited January 2025
Elthorne Park Surgery has not yet replied.
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Review titled Appointment Errors
Rated 3 stars out of 5
by Amanda Anastacio - Posted on 09 December 2024
I called the surgery today at 10.17am (27th person in the queue) and selected the call back function, it is now 14:22 and when I tried to call back I am told Im still 20th in the queue - how is this acceptable? Last Friday the surgery rang my mobile number to contact my mum, despite having my mums mobile and landline on file for numerous years. My mum was told by the receptionist staff that she did not have an appointment when she attended on the Friday, and told her to go home. At the same time the doctor rang my mobile, her daughter, to ask her why she is not at the appointment whilst my mum is walking out of the surgery. Misleading communication could have resulted in my mum not being seen. Later on same Friday, I am now getting appointments booked under my record that are meant for my mum and text messages to say her medicine is not due a repeat prescription. It would seem the surgery are having some real administration issues, which, when Im trying to resolve, I cannot even get through to correct.
Visited December 2024
Review titled Elthorne Park Surgery
Replied on 11 December 2024
We are sorry to hear of your experiences, and have now rectified the issue with an incorrect mobile number on your Mum's medical record. I'm afraid that due to the volume of patients ringing the surgery every morning, call wait times are often very long. That is why we have call-back functionality. I do not understand why it did not seem to work in your case I'm afraid. Going forwards, it is likely we will be starting to use a "digital front-door" approach from next year which will significantly reduce call wait times.
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Review titled Excellent review of medication
Rated 5 stars out of 5
by SalW - Posted on 02 October 2024
I have just spoken to the GP following a request for a repeat prescription and having been asked for this to be reviewed (whilst still ensuring I had enough meds to keep me going). I booked a call to discuss this. I found the GP was caring & considerate, whilst we discussed how long I had been taking the meds, the benefits experienced, my expectations as to how long to continue and what the review process would be. A very professional review carried out with care, compassion, understanding and expertise. I am clear on the review process and time scales. Very grateful to be at this surgery with excellent GP and reception services.
Visited October 2024
Elthorne Park Surgery has not yet replied.
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Review titled Absolutely horrifying
Rated 2 stars out of 5
by Anonymous - Posted on 23 September 2024
Waited in the queue for 1hr & 10mins to be greeted with attitude. Don't rush me off the phone when I have waited that long, I'm not calling to have a chat, it's about my meds and my kids meds. Ended up being told I don't have an upcoming appointment which was booked 3 weeks ago, so annoyed I could curse at the top of my lungs. No customer service etiquette at all. I absolutely hate dealing with the people at reception. No empathy, consideration or anything else a customer service agent should have. Fed up of the place , learn to speak to customers. Don't send SMS confirmation but then I can't defend myself when I say I was booked an appointment. How clever. Do better, get better receptionist and train the ones who hold the role
Visited September 2024
Review titled Elthorne Park Surgery
Replied on 24 September 2024
I am sorry to hear that you feel that your interaction with the surgery reception was less than positive, and can assure you that we do take customer service and training very seriously. We do have call-back functionality on our telephone system which saves patients having to wait in a queue. If you would like us to look into your experience further then please contact the surgery management team and we can do a more thorough review.
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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.