JS Medical Practice
107 Philip Lane, Tottenham, London, Greater London, N15 4JRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Going beyond and above duty
Rated 5 stars out of 5
by Pat Bain - Posted on 15 March 2023
I had a wonderful experience this evening. I was contacted by a GP from this practice. She wanted to discuss the response letter from the hospital referral made on my behalf, a few weeks ago. She had promised to get back to me, but I didn't expect her to...... The Practice is quite busy, with thousands of patients. I didn't think she would have remembered me. I felt overwhelmed and shocked to receive her call. She kept her promise. I really appreciated the effort and care she took to reassure me. I felt happy and valued as a patient and realised that this is the best GP surgery for me. It was this little act of kindness that sealed the deal. Thank you Doctor for making my evening.
Visited March 2023
Review titled JS Medical Practice
Replied on 16 March 2023
Dear Pat Bain, Thank you so much for a five-star review and we are delighted that you were happily overwhelmed to get her call. We will pass on the message to the doctor. It is our duty to remember and respond to patients, but It means a lot to get appreciation when NHS is extremely busy. We are very grateful for taking time to write this review. Kind Regards Practice /Finance Manager Dear Pat Bain, Thank you so much for a five-star review and we are delighted that you were happily overwhelmed to get her call. We will pass on the message to the doctor. It is our duty to remember and respond to patients, but It means a lot to get appreciation when NHS is extremely busy. We are very grateful for taking time to write this review. Kind Regards Practice /Finance Manager Dear Pat Bain, Thank you so much for a five-star review and we are delighted that you were happily overwhelmed to get her call. We will pass on the message to the doctor. It is our duty to remember and respond to patients, but It means a lot to get appreciation when NHS is extremely busy. We are very grateful for taking time to write this review. Kind Regards Practice /Finance Manager
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Review titled Quietly optimistic
Rated 3 stars out of 5
by Anonymous - Posted on 08 December 2022
I contact the surgery and the member of staff I spoke to was extremely helpful, which was most refreshing. When you are ill and must contact your surgery, it helps when the person you speak to listens to you and takes on board your situation and offers to follow matters up for you. When you are ill you need and really appreciate this level of assistance.
Visited December 2022
Review titled JS Medical Practice
Replied on 12 December 2022
Dear Patient, Many thanks for this encouraging review which will be passed to all reception staff. We totally respect this view that staff should listen carefully about patient’s illness, how urgent it is and offer the best possible way. We do have senior receptionist/managers if staff need extra help. Thanks again for this optimistic feedback. Best wishes and Kind Regards Practice/Finance Manager
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Review titled Pleasantly Optimistic
Rated 3 stars out of 5
by Anonymous - Posted on 07 December 2022
I contacted js this evening and the receptionist was extremely helpful, which was most refreshing. When you must contact your surgery, it makes it so much better when the person you speak to takes on board the situation and offers to follow it up for you. When you're ill a level of assistance, helps a lot.
Visited December 2022
Review titled JS Medical Practice
Replied on 28 December 2022
Dear Patient, Thank you for a nice comment which will be shared with Philip Lane staff. They will be so encouraged to continue to give best service they can offer and Listen to patient and follow up in the best possible way. we are glad to know that receptionist was very helpful. Thank you for the time you have taken to give a positive comment . Best wishes and Kind Regards Practice/Finance Manager
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Review titled Awful service
Rated 2 stars out of 5
by Sarah Porteous-Heath - Posted on 28 December 2022
I received a letter 4 weeks ago inviting me in for a cervical screening check. I rang up today and wad told I was 'not allowed' to have one until after 7th January. I explained that I would not be able to make an appointment at this time and this was ignored. The NHS are saying not enough women are going for their checks and when we try, told that we can't because we're a week early? I have a serious medical need and now will not be able to make an appointment for at least another 6 weeks, but that wad of little importance to the person on the phone. Awful service.
Visited December 2022
Review titled JS Medical Practice
Replied on 29 December 2022
Dear Sarah, We have received your comment today on NHS choices regarding your experience for booking an appointment for a smear test. You may have received an Automatic letter in advance from NHS to Invite you for this Cytology test. And we are very happy that you took it seriously to ring our practice to book for this test as its an essential test for all women . The receptionist checked your medical records and informed that you are not due for this Test till 7th January 23 but can be booked after the due date which you thought was an awful service. We have investigated this comment and Our Practice Nurse inquired with the NHS Cytology department today and they confirmed that this test cannot be done before the due date 7th January 23. Please feel free to book an appointment with a practice nurse any time after the date and Practice Nurse will be more than happy to explain to you in detail. Thank you for the feedback. Best wishes and Kind regards Practice /Finance Manager
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Review titled “bewildering
Rated 4 stars out of 5
by Anonymous - Posted on 04 November 2022
On receiving the flu jab I enquired if I could also receive a covid booster only to be told that the surgery were not administering the booster and was advised to wait until contact from nhs. Considering that other surgeries in the area are giving the option of a double jab I think that it’s time for js medical practice to up its game
Visited November 2022
Review titled JS Medical Practice
Replied on 12 December 2022
Dear patient, Thank you for taking time for this feedback. I do appreciate your comments about giving Covid boosters in this practice. I can confirm that not all practices are administering Covid boosters, as we are not commissioned for this service. Only NHS sends the invitation as per the guidelines that changes often as per the NHS. If you need to more information, please use this Link and find out more information. We will be more than happy to help if you need further advice. Please contact our Business manager Mr Savvakis Georgiou. https://www.nhs.uk/conditions/coronavirus-covid-19/coronavirus-vaccination/book-coronavirus-vaccination/ Best wishes and Kind Regards Practice/Finance Manager
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Review titled unhelpful receptionist staff
Rated 1 star out of 5
by Anonymous - Posted on 01 November 2022
Extremely difficult to get an appointment at this surgery. The receptionist is often extremely rude and condescending on the phone let alone if you visit the surgery. The receptionist is unhelpful on the phone and always refers to other services or states the surgery cannot help which often isn't the case. The receptionist would rather stick to looking at a screen instead of warmly greeting patients and offering timely assistance with appointments, checking-in for appointments, ordering repeat prescriptions or making individual requests. The experience at the surgery is unwelcoming and unprofessional and sadly, other patients have also felt a similar sentiment on numerous occasions when visiting the surgery. Please train your staff to help all attendees at the surgery because not all disabilities are visible, not every medical/bureaucratic process is straightforward and some people require more assistance than others so please be polite and patient with those visiting the surgery. Patients deserve a friendly and welcoming local surgery where they feel valued, respected and supported.
Visited November 2022
Review titled JS Medical Practice
Replied on 12 December 2022
Dear Patient, We thank you for taking time to write this review and are extremely sorry about this experience. Please accept sincere apology for this episode with a receptionist who was not professional. We have already passed on this feedback to all staff to investigate this matter to evaluate the feedback so that we can improve. We do give opportunity to some new staff from time to time who are new to NHS work and they all need learning new skills. We do provide training on all aspects of NHS Customer service which I appreciate is a huge responsibility. I accept that all have to listen very empathetically and provide the best possible way to varied issues that all patients may have. I would appreciate if you would like to make an appointment or talk to our senior receptionist/patient /advocate from Monday to Wednesday and Friday ( part time ) or any manager across the sites. Our ethos is to respect all patients with dignity and respect. Once more accept our apology and will have a better response in future. Best wishes and Kind Regards Practice/Finance Manager
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Review titled Poor response from Admin staff
Rated 2 stars out of 5
by Anonymous - Posted on 30 October 2022
Poor communication, handover and followup from the admin staff. Been chasing copies of medical records now for several weeks, and am alternatively advised that the request has been made, it should take no less than two weeks, yet every-time I have followed up it hasn't happened. Ask to speak to the practice manager about this and they are never available. Very disappointing service after some of the clinicians have been great.
Visited September 2022
Review titled JS Medical Practice
Replied on 17 November 2022
Dear Patient, I am very sorry indeed for this experience you had regarding access to your records. Our medical secretary usually deals with access to copies of medical records. Sometimes it may take a little longer to view them depending on the number of pages as it may contain third party information eg: Personal contact details of social worker /consultant/Nurse so we have to be careful regarding breach of confidentiality before releasing records. We do have a form in our website for access to medical records which can be given to us and you can view in NHS app. Please do not hesitate to contact our head receptionist Maria or any senior member /medical secretary in manager’s annual leave or absence. I thank you for your time for this feedback which will be discussed with all admin staff. Thank you for compliments for the Clinicians Best wishes and kind regards Practice/Finance manager
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Review titled Rude Receptionist
Rated 1 star out of 5
by Pat Bain - Posted on 18 August 2022
This is my second review this week about the same person. Her behaviour and attitude reflects badly on this GP Surgery. She has somehow taken an instant dislike of me. I went in this morning (17th) and when she saw me she immediately turned her head away, said "oh no," and whispered something to her colleague. I went to the window and after about 5 minutes of her ignoring me and staring into space, she reluctantly asked if she could help. My previous encounters with her had made me wary, so I told her, I would wait for the other Receptionist, who was on a phone call. She tried not to voice her displeasure or say anything inappropriate, but her body language, gestures and eye rolling let her down. I did not face her directly, but viewed her actions peripherally. I dread going into the Surgery, in case she is on duty. Last week, I was actually standing by the window waiting and she called the man in the back of me. I objected and she sighed loudly and dealt with me first. She works in an environment where you have to be compassionate, empathic and sensitive when dealing with the public. I think she lacks people skills, which is blatantly evident. She needs more training in Customer care. I have not made a formal complaint or spoken to anyone at the Surgery about this issue.
Visited August 2022
Review titled JS Medical Practice
Replied on 14 October 2022
Dear Pat, Thank you for the feedback. I am really very sorry to hear that you were not dealt with professionally on 17th August 22. We take the feedback seriously and will investigate this matter. Our patient advocate Maria did ring you to find out and establish the facts so that it can be investigated. Thank you for talking to her, We do have some new staff and they are under training so we promise to make sure this should not happen to any patient. They all have to complete customer service training online and we will discuss this matter with all reception staff to make them learn from this incident and being more aware of the professional behaviour. Please do not hesitate to talk to our patient advocate or Practice Manager.. Please accept our sincere apology for this experience. Kind Regards Practice/Finance Manager