Falmouth Road Group Practice
78 Falmouth Road, London, Greater London, SE1 4JWContact details and opening times
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Reviews
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Review titled Very poor, would not recommend
Rated 1 star out of 5
by Sonja van Reede - Posted on 08 April 2024
This practice changed my status to 'inactive' and try to blame me because 'I did not respond to a letter'. Whatever letter they sent never arrived, which they know as it is literally part of my record in their system, but rather than giving someone a call to arrange whatever they need, they do nothing and just unregister you as a patient.
Visited April 2024
Review titled Falmouth Road Group Practice
Replied on 20 June 2024
Dear Sonja, Thank you for bringing your concerns to our attention. We understand your frustration regarding your status being changed to 'inactive' and apologise for any inconvenience caused. Confidentiality prevents us from discussing specific details here, but we would be happy to address your concerns directly. It's important to note that our practice follows protocols to maintain accurate patient records, including sending letters to update contact details. If we are unable to reach a patient and do not receive a response within a specified timeframe, there is a process in place to manage patient status. We acknowledge that occasional communication issues can occur despite our best efforts. If you did not receive our correspondence and your status was affected as a result, we sincerely apologise for the inconvenience. We are committed to resolving this matter promptly and ensuring that you receive the necessary care. Please contact us directly at 0207 407 4101 if you wish to discuss this further. Your feedback is important to us as we strive to improve our communication processes and patient care. Kind Regards, Justyna Lisiecka Practice Manager
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Review titled Difficult to get appointment
Rated 2 stars out of 5
by Anonymous - Posted on 08 April 2024
It's always been fairly difficult to get an appointment, but today I simply got directed towards a private practice. I needed a vaccine for a holiday trip which ended up costing £70 although it would have been free through the NHS.
Visited April 2024
Review titled Falmouth Road Group Practice
Replied on 20 June 2024
Dear Patient, Thank you for sharing your feedback regarding your recent experience with our clinic's travel vaccinations. We apologise for any inconvenience or frustration you may have experienced. It is important to note that travel vaccinations are typically not considered urgent medical matters and should ideally be scheduled 6-8 weeks prior to travel. This allows sufficient time for assessments, vaccinations, and any necessary follow-ups. While we aim to accommodate all patients, including those requiring travel vaccinations, there may be instances where appointments are limited due to high demand or short notice. In such cases, we advise patients to explore alternative options for receiving their vaccinations to ensure they are adequately protected for their travel plans. We appreciate your understanding of these constraints and apologise for any confusion or inconvenience caused. Your feedback is valuable to us as we continuously strive to improve our services and better meet the needs of our patients. If you have any further concerns or would like to discuss your experience in more detail, please feel free to contact us directly at 0207 407 4101. Kind Regards, Justyna Lisiecka Practice Manager
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Review titled Can't fault the clinical staff
Rated 5 stars out of 5
by Anonymous - Posted on 06 March 2024
W/regards to clinical staff' skill, knowledge and efficiency there are zero problems. However, the reception staff' professionalism, courteousness and general demeanor leave a lot to be desired. Rude, dismissive, curt and had I not been in a rush, I would have liked bro much to have had a serious discussion with the practice manager. Being polite, takes literally a second and however stressful they feel their role is, they are tantamount receptionists and are the face of the practice. I sat and watched, as I waited for my appointment and every single person that came in, was meet with the same brash attitude and with what I can honestly say was essentially contempt. Pretty disgusting, to be honest. Some retraining on how to interact with patients and visitors, would not go amiss. I wonder how long it will be, before their dismissive behaviour and attitude overrides the potential recognition of a serious medical issue, triggering an inevitable datix and a stern rebuke from an ombudsman or God forbid a coroner's court? When, not if.
Visited March 2024
Review titled Falmouth Road Group Practice
Replied on 20 June 2024
Dear Patient, Thank you for sharing your feedback. We appreciate your positive comments regarding our clinical staff’s skill, knowledge, and efficiency. However, we are deeply concerned about your experience with our reception staff and apologise for any distress or frustration this has caused. We understand that our receptionists are the first point of contact for patients and play a crucial role in the overall experience at our practice. It is unacceptable for any patient to feel dismissed, disrespected, or treated with contempt. We take your observations very seriously and recognise the need for immediate action. We will be addressing this issue with our reception team and implementing additional training focused on professionalism, courtesy, and effective communication with patients and visitors. Ensuring that our staff interact with patients in a polite and respectful manner is a priority, and your feedback will help us reinforce these standards. We also understand the importance of recognising serious medical issues promptly. Rest assured, we are committed to providing a safe and supportive environment for all our patients. Please contact us directly at 0207 407 4101 or email us at if you would like to discuss your experience further. Your input is invaluable in helping us improve our services and ensure a better experience for everyone who visits our practice. Thank you for bringing this to our attention. Kind Regards, Justyna Lisiecka Practice Manager
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Review titled Dreadful
Rated 1 star out of 5
by Concerned - Posted on 06 March 2024
This practice is only concerned with making money for its owners. They me a 3 hours doctor telephone consultation; knowing that as with most people who work I cannot keep that period of time free. When I queried this I was fobbed off. I witnessed the staff spending an inordinate amount of time trying to prevent people from accessing services. They “serve” many vulnerable people and treat all of their patients with contempt. Shockingly poor service.
Visited March 2024
Review titled Falmouth Road Group Practice
Replied on 20 June 2024
Dear Patient, Thank you for taking the time to provide your feedback. We are truly sorry to hear about your experience and apologize for any frustration and inconvenience you have encountered. It is standard practice for us to offer a window for GP telephone appointments because our GPs see patients face-to-face and conduct telephone consultations based on clinical urgency. We understand that this can be challenging for those with work commitments, and we are continuously looking for ways to improve our scheduling process to better meet the needs of our patients. We take your concerns about the service you witnessed very seriously. Our goal is to offer compassionate and efficient care to everyone, especially our most vulnerable patients. We will be reviewing your feedback with our team to ensure that we address these issues and make necessary improvements. Please contact us directly on 0207 407 4101 if you wish to discuss your concerns further. Your feedback is essential in helping us improve our services and ensure a better experience for all our patients. Kind Regards, Justyna Lisiecka Practice Manager
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Review titled Some very poor reception staff
Rated 3 stars out of 5
by Anonymous - Posted on 03 April 2024
1st in the queue on the phone but it didn't get answered, so I gave up after 40 minutes , then next day 1st in the queue again around 11.45pm waited 5 & a half minutes for someone to pick up. Receptionist took my details , then when I asked if I could speak to the manager as always she was not available the Receptionist did not know when the manager would be available or even the acting manager was not available. She wanted my details again to ask the manager to give me a call back which has not happened on at least the last 4 occasions. Why do I have to repeat my details again on a bad line when I have already given them to you at the start of the call so you can cancel an appointment I didn't need any more.A couple.of the reception staff are really nice, polite always & professional , it's not all of them. Another time she could not hear me & instead of calling me back like some of the staff would offer to do , she just hang up.after me waiting half an hour to get through from being 3rd in the queue & then when I had to call back again after being cut off , I was then 5th in the queue & had to wait again. They are ready to talk to you with contempt.
Visited March 2024
Review titled Falmouth Road Group Practice
Replied on 20 June 2024
Dear Patient, Thank you for sharing your experience. We sincerely apologise for the inconvenience and frustration you’ve faced while trying to contact us. Your feedback is invaluable in helping us identify areas where we need to improve. We understand how important it is to have your calls answered promptly and to receive consistent and accurate information from our team. We regret that this has not been your experience. To address this, we now offer a callback option where our admin team will contact patients who are in line, eliminating the need for you to wait on hold. We always strive to answer calls as promptly as possible, but during busier times, such as early mornings, waiting times might be extended due to a high volume of calls and occasional short staffing. To allow us to review your concerns about return calls from management, please contact us directly at 0207 407 4101 or email us at falmouthroad@nhs.net. Your feedback about the professionalism of some of our reception staff is appreciated, and we use this as a standard for all team members. Thank you for your patience and understanding as we work to improve our services. Best regards, Justyna Lisiecka Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Mohith Khan - Posted on 11 January 2024
I have an ongoing fit note. My fit note run out on the eighth went to the surgery last week Thursday told them I need a fit note they asked me if it was ongoing replied. Yes they gave me a form filled in the form handed it in Monday this week on the form it said it should take 48 hours for someone to get back to me it’s been four days now no one got back to me had to chase it up. Myself went to the surgery they saying now I should make an appointment. If they would’ve told me this four days ago, I could’ve made myself an appointment. Very bad communication If I would’ve sat at home, waiting for them to get back to me, it would’ve never happened as no one got back to me to tell me that I need to make an appointment. I had to go myself to chase it up.
Visited January 2024
Review titled Falmouth Road Group Practice
Replied on 18 January 2024
Dear Mohith, I want to extend my sincere apologies for the delay in informing you about the need for a review before issuing a new sick note. Your time and well-being are important to us, and I regret any inconvenience this may have caused. I understand the importance of clear communication, and we acknowledge that we fell short in this instance. We are actively reviewing our processes to ensure that such delays are minimized in the future. If there's anything specific you need assistance with or if you have additional concerns, please don't hesitate to reach out directly at 0207 407 4101. Your feedback is valuable, and we appreciate your understanding as we work to improve our services. Thank you for bringing this to our attention, and we look forward to serving you better in the future. Kind Regards, Justyna Lisiecka Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Mohith Khan - Posted on 18 January 2024
To whom it may concern early December. My cholesterol tablets run out so I’ve got told to get a blood test done my blood test waiting for the results to come through over a week. Nothing come through so went to reception. Ask the girl regarding of my blood test she said nothing has come through so that means everything is okay. Ask her does that mean that I don’t need to take my cholesteryl tablets no more she said yes it’s okay I don’t need to take no cholesteryl tablets so today I went to the chemist to pick up my other medicine, the girl at the chemist. She said she has more medicine for me I was thinking what could this be then she said it’s my cholesteryl tablets I was told by the receptionist at the g.p that I don’t need the cholesteryl tablets no more and the cholesterol tablets has been at the chemist from December. I believe this is very very unprofessional as I’ve been going out from December till now without any cholesteryl tablets. if you can, please get back to me regarding of this matter I believe your receptionist needs more training regarding of this matter, as it’s been over one month without any cholesteryl tablets. As you know cholesterol can give you a stroke or heart attack. I would like someone to get back to me to make sure this does not happen to me again
Visited January 2024
Review titled Falmouth Road Group Practice
Replied on 20 June 2024
Dear Mohith, Thank you for your detailed feedback and for bringing this serious matter to our attention. We apologise for the distress and inconvenience you’ve experienced. Due to confidentiality reasons, we are unable to address your review in detail here. However, we take your concerns very seriously. It is crucial that we ensure our patients receive accurate information and appropriate care. If you have any further concerns that have not been addressed yet please do not hesitate to contact me on 0207 407 4101 to discuss them. Kind Regards, Justyna Lisiecka Practice Manager
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Review titled Impossible to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
Impossible to get an appointment. Dr iq is always 90% closed. I don't this surgery is offering any kind of GP service. A same day appointment service may suit you but it is entitled inaccessible to your customers.
Visited November 2023
Review titled Falmouth Road Group Practice
Replied on 20 June 2024
Dear Patient, Thank you for your feedback. We apologise for the difficulties you’ve experienced in booking an appointment with Dr. IQ. We understand how important it is to have timely access to medical services. I’m pleased to inform you that we have updated our appointment booking protocol as of January 2024. We now offer same-day appointments, Dr. IQ online consultations, as well as routine appointments that can be booked in advance. These changes are part of our ongoing efforts to make our services more accessible and convenient for our patients. If you need assistance with booking an appointment, please don't hesitate to contact our reception team directly on 0207 407 4101. We are here to help and will do our best to accommodate your needs. Thank you for bringing this to our attention. Your feedback is invaluable as we strive to improve our services. Best regards, Justyna Lisiecka Practice Manager
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Review titled Top Tier Surgery - hugely grateful
Rated 5 stars out of 5
by Miss PPM - Posted on 15 August 2023
I had just transferred to this practice from my old borough & needed important medication but a “shared care agreement” process (something like that) needed to first be sorted. The lady from the surgery contacted my previous doctor and set the process in motion within hours. And was able to get me 1 month of my medication so that I don’t suffer while waiting. I cannot begin to express how immensely grateful I am. I had to take the afternoon off work today because I was struggling without my medication , and to be able to be resolved so quickly (I was anticipating a very difficult week ahead), is just amazing. Thank you thank you thank you for the care, the professionalism, professional way you explained the process and the potential outcomes and factors affecting them to me - I was able to have realistic expectations (which were then beyond exceeded) ; also thank you for getting back to me as soon as things were sorted (literally the same day). Your efforts have made a big difference to me, more than you’d know
Visited August 2023
Review titled Falmouth Road Group Practice
Replied on 18 January 2024
Dear Miss PPM, Thank you for sharing your positive experience with us. We are truly grateful for your kind words and pleased to have been able to assist you promptly during this transitional period. Ensuring our patients receive the necessary care and medication is a top priority, and I'm delighted to hear that our team could promptly initiate the shared care agreement process, contact your previous doctor, and provide you with a one-month supply of your medication. Your well-being is of the utmost importance to us. Your appreciation for our care, professionalism, and clear communication means a lot to our team. We understand the impact that medication has on your daily life, and we are here to support you every step of the way. If there's anything more we can do for you or if you have further feedback, please feel free to reach out. Thank you for entrusting us with your healthcare, and we look forward to continuing to provide excellent service. Kind Regards, Justyna Lisiecka Practice Manager
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 08 September 2023
1) The surgery requires everyone to use the doctor iq app for online consultations. They don't provide a way to make an appointment through the app. When you try to call and make an appointment, they ask you to first do the online consultation. 2) The online consultation is essentially filling up a big form on a very badly designed mobile app. The app keeps crashing, it deletes data, and doesn't provide a simple way to request for an appointment or treatment. 3) The staff keep marking online consultations as 'processed' despite no outcomes: no further appointment, no medication. In order to follow up you've to start all over again with another online consultation 4) The staff do not try very much to contact you. They gave me one missed call when I was working and then provided no further means to followup. Now I'm having to fill up another online consultation again, and hope they care enough to help me, rather than simply ignoring my request.
Visited July 2023
Review titled Falmouth Road Group Practice
Replied on 18 January 2024
Dear Patient, I appreciate you sharing your concerns regarding your experience with our services. Your feedback is essential, and I want to assure you that we take your comments seriously. I am genuinely concerned about the issues you have encountered and would like to investigate them further to ensure we address each of your concerns. Please, at a suitable time, contact me directly at 0207 407 4101 or let me know a suitable time for a call. Your insights are invaluable, and I am committed to resolving these issues to improve our services. Thank you for bringing this to our attention, and I look forward to discussing this with you soon. Kind Regards, Justyna Lisiecka Practice Manager