Langstone Way Surgery
28 Langstone Way, Mill Hill, London, Greater London, NW7 1GRContact details and opening times
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Reviews
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Review titled Simply Unreachable
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
Phone, online system, apps, none of these have allowed me to get in touch with the surgery let alone to make a booking. I appreciate volumes are up post covid, and the online system is being booked out early daily. But clearly this means you are significantly over subscribed, so I hope you are not taking on new patients. Having just returned from a trip overseas (Australia) where I was able to call (through to a receptionist) and get a next day GP appointment, I have serious concerns for the state of healthcare here. I don't have time to wait online for 5 minutes at 8am, and I can't sit on the phone for hours either, so have no choice but to look for another GP that is better resourced and less heavily subscribed.
Visited October 2023
Review titled Langstone Way Surgery
Replied on 11 October 2023
I am sorry to hear that you have had difficulty contacting the surgery, but please note, there is no need to sit on the phone for hours. If you choose the call back option, once your call has been answered and placed in the queue, you can put the phone down and the system will hold your place in the queue and automatically call you back when your call is nearing the front of the queue. Meantime, you can be getting on with your day. Just keep the phone within reach until you are called back. Our appointments to speak to clinicians are all for the same day. If you wish to see a nurse for something, you can usually book an appointment in advance and either on the phone or in person at the surgery for most things.
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Review titled Impossible to contact
Rated 1 star out of 5
by Karine Rizzoti - Posted on 01 November 2023
It is impossible to contact this surgery for any query. Making an appointment is near impossible. Phoning requires an extremely long waiting time. Recently I received a message as routine blood tests were due. I had to answer to print the forms before I went to collect them. I did this a couple of weeks after receiving the text. But it appears I lost ability to answer at this stage. So I suppose no blood test for me then since I cannot contact the surgery as they suppress any form of contact, and I don't have time to spend so much time on the phone. I feel this surgery is not fulfilling its duty. I am worried I will not be able to access care when I need so I will transfer to a different surgery.
Visited October 2023
Review titled Langstone Way Surgery
Replied on 01 November 2023
Dear Miss Rizzoti, I am sorry that you feel it is difficult to contact the surgery. We do not suppress any form of contact. In fact, we try to provide as many different routes for people to contact us as we can. We offer on-line appointment booking via AccuRx on our website. This is extremely popular with patients, so it does have to close as soon as all appointments have been filled and this can be within minutes of it opening at 8.00 AM. However, you can also ring the surgery to request an appointment both at 8.00 AM and again at 1.00 PM, and yes, the waiting time to be answered can be long as so many people will be ringing at the same time, but, if you secure a place in our call queue, you do not need to hold on in person. You can select the option to receive a call back once your call is nearing the front of the queue and the system will automatically call you back at that point, so that you do not miss your turn to speak to us. Alternatively, we are open from 8.00 AM until 6.30 PM Mondays to Fridays and so you can come in in person to speak to someone at the reception desk. The receptionists will not be able to book a routine appointment for you with a clinician, but will be able to help by printing out the test request forms that you require. You do not have to respond only via text. This is another option provided to patients to try to make this easier for people. If you need to see a nurse, you can book this in person in advance at reception. We offer hundreds of appointments every week with doctors, our advanced nurse practitioner, our healthcare assistant, physician associates, physio therapists, practice nurse, health and well-being coaches, care co-ordinators, mental health practitioner and social prescribers. All are usually filled. If you do have an urgent health problem that you feel cannot wait, we also have duty doctor appointments every day. In addition, we have access to evening and weekend appointments via our out of hours service. You can book one of these via our reception staff. We also offer late night appointments with our nurses on Tuesday evenings until 8.00 PM at this surgery and you can book these in advance. You can also email us if you wish. The address is on our website or request prescriptions via the NHS App. We welcome any suggestions for ways in which we can improve the service further or make it easier to contact us, so if you have any ideas about how we can do this, do let us know. In the meantime, you are of course free to transfer to another surgery if you prefer. I am sorry you feel that this is something you need to do. kind regards, Langstone Way Surgery
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Review titled Impossible
Rated 1 star out of 5
by LangstoneWay Patient - Posted on 09 October 2023
impossible to get an appointment, or speak to a doctor, or get access to test results etc... What does one do after these stepps are tried for several days?? 1. Call surgery - impossible to get through - your call will get cut off... 2. Go online as instructed, but Online Access says : "We have temporarily paused access to online enquiries. please call the surgery to book appointment" 3. Try again the following day at 8am ... and same message appears . 4. Ring surgery again at 8am - and by their own admission 08:04h is possibly too late- and the phone is cut off ... 5. Go online again. Online Access again says : "We have temporarily paused access to online enquiries. please call the surgery to book appointment" 6. Ring Surgery... you will not be put on hold to speak to someone but you are again cut off... Impossible....
Visited October 2023
Review titled Langstone Way Surgery
Replied on 11 October 2023
I am sorry to hear that you have had difficulty contacting the surgery. Unfortunately on-line booking is immensely popular with patients seeking appointments and all appointments are filled within minutes of the system opening. We do therefore reserve some for those who do not have on-line access to be able to book over the phone and reserve a few more to be released at 1.00 PM by phone call only also. All of these also get booked very quickly. However, if you need to see a nurse rather than a doctor or physician associate, you can book most nurse appointments still by visiting the surgery and in advance. Otherwise appointments are for the same day only. We also have duty doctor slots for those who ring the surgery having failed to book on-line or earlier in the day and feel that their problem cannot wait until the next day. Please note, the phones are never switched off between 8.00 AM and 6.30 PM. Due to the volume of calls we receive, it may be a while before your call is answered, but we also have a call-back option, so that you do not need to hold on in person while you wait. If you choose this option, once your call has been answered by the automated system and placed in a queue, you can then put the phone down and you will autmatically be called back once your call is near the front of the queue. If you have an experience of having been at queue position 1 for any length of time, then please let us have details of which number you were calling on and when and we will investigate what happened on that occasion. We are not aware of any problems with the phone system that could be causing this, so that would be helpful. Thank you.
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Review titled Broken appointments by doctor's there
Rated 1 star out of 5
by David Bastille - Posted on 04 March 2024
Made numerous appointments that were never completed by the doctors for a simple letter stating I am healthy and have no diseases or illnesses. Called numerous times and told I must ring in at a certain time to make yet another appointment, went in and asked for a different doctor and that doctor called in sick and again told to call in to make another appointment-totally incompetent system that the Tories are ensuring never works so they can sell it off, like everything else they sold off to friends, post office is a good recent example. Do your self a favour and emigrate, to one of the countries this gov says is bad, bet they dont have health care issues.
Visited September 2023
Review titled Langstone Way Surgery
Replied on 04 March 2024
The software for managing online requests supplied by the NHS to GP surgeries is not fit for purpose. Patients assume a request submitted online goes straight into some doctor's in-tray. It does not. It goes to the front desk to be triaged but if all work slots are at full capacity, the request has to be rejected. Otherwise the surgery will be inundated with dealing with the pending requests from past several days before it can even start on today's requests. In the old days before computers, the "closed" sign appears at the door when no more appointments were available before you can even say "I want a letter", so you would have had to return another day. Similarly you now have to resubmit a new online request. Ideally they need to design software that can tell you the surgery capacity is full for the day before you start typing your request.
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Review titled Appointment
Rated 2 stars out of 5
by Anonymous - Posted on 21 September 2023
Hi l called surgery and make an appointment today. I am still waiting for my appointment. I need to know about my medicine because Dr gave me them for two weeks. I don’t know what can I do? I continue my medicine or stop it.
Visited September 2023
Review titled Langstone Way Surgery
Replied on 27 September 2023
If you have an appointment allocated, a clinician will call you the same day. We cannot give you a time for the call as each person's problem will take a different amount of time to deal with, so setting a time is not possible. We simply ask that you keep your phone with you so that you can take the clinician's call when it comes. If the clinician needs to see you in person, they will make an appointment for that later in the day and give you a set time to come in. I hope that your issue was resolved, though as your review is made anonymously, I have been unable to check that you did eventually receive your call.
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Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2023
I have been trying for a month to make an appointment. Online system is always unavailable. I tried today at 8.04am and same again
Visited September 2023
Review titled Langstone Way Surgery
Replied on 27 September 2023
Unfortunately, on-line booking remains extremely popular with patients and all available appointments go within minutes of the system opening at 8.00 AM, so 8.04 can be too late! We do reserve some appointments for those unable to book on-line to be released by a phone call to the surgery, but these also go very quickly. You can also try again at 1.00 PM via phone call, when we release some further appointments in the afternoon. Alternatively, if you can attend out of hours or at an alternative location, we can book an appointment for you via the local hub in the evenings or at weekends. Call the surgery to request this type of appointment. Demand for appointments remains high and so time is of the essence if you want to book via the on-line system. Otherwise call the surgery and we will do our best to help.
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Review titled Horrible
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2023
Everything others have said about this place is true. I honestly don’t know what they are doing and how they get away with it. I called the number and went from 3rd in the queue to 1st and was waiting so long I went to the surgery in person and went to reception where the rude unhelpful person there did nothing to assist me and they still hadn’t answered the phone. When I said I’ve been on hold for 45 minutes stuck at “you are caller 1 in the queue” they said oh there’s a fault with that. It’s like a trick they enjoy playing on everyone, how many people are trying to ring the number and wasting time holding all the while they know no one is ever going to get through. I’ve left and registered elsewhere. That’s what everyone should do and when they have no patients they won’t get any NHS money and go out of business. Because that’s what it’s run as, a business scamming customers who don’t realise they have a choice, it has nothing whatsoever to do with healthcare.
Visited September 2023
Review titled Langstone Way Surgery
Replied on 11 October 2023
I apologise if a receptionist told you that there was a fault with the phone service. We are not aware of any faults with it, so if you experience a problem, please ask the reception staff to take details of the number you were calling from and the date and time of your call, so that we can investigate what occurred. There is no need to hold on once your call has been answered and placed in a queue. We do have a call back option you can choose so that you can put the phone down and retain your place in the call queue and the system will automatically call you back when your call is nearing the front of the queue, leaving you free to get on with your day in the meantime. I do not recognise your assessment of the service provided by the surgery. We have hunderds of appointments with numerous clinicians including doctors, advanced nurse practioners, physician associates, practice nurses, a healthcare assistant, physiotherapist, mental health worker, social prescriber and care co-ordinators every week, all of which are filled. If you book with a doctor, advanced nurse practitioner or physician associate, you will be contacted the same day and if they decided they need to see you in person, will book a set time for you to come in,also usually on the same day. You can book an appointement with a practice nurse in advance for many issues, either on the phone or in person at reception. We offer late night appointments on Tuesdays until 8.00 PM and out of hours appointments via our Primiary Care Network hub both in the evenings and at weekends. In addition to this, we also have daily duty doctor appointments for those who feel that they have a problem that cannot wait until the next day. If you phone and explain this, you may be able to get one of these appointments even if all the routine appointments have already been booked. I do not know anyone at the surgery, clinician or non-clinician, who does not give 100% to their efforts to help those contacting the surgery with any issue. Unfortunately, our many satisfied patients do not often place comments on this forum, which does tend to be used mainly by those dissatisfied for whatever reason. However, as those leaving comments here often do so anonymously, we have no opportunity to address the issue they may have experienced. It is usually far more constructive and helpful for all parties to contact us direct so that we can try to sort out the problem you have experienced instead and this is what I urge you to do. You can email the surgery, write us a letter, email a complaint or feedback form via the website or just come in and talk to us. We cannot help you if we do not know who you are or what you wanted. Although I understand the frustration that may have prompted you to leave a comment like this, I do not recognise the response you describe and if you had contacted us, would likely have had a very different experience.
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Review titled Impossible to see a GP
Rated 1 star out of 5
by Anonymous - Posted on 15 June 2023
I have tried over the past 3weeks to make an appointment using their online system. It continually says that it’s unavailable and will be working the next day. It never is. It’s impossible to make contact via phone as calls are not answered and when I called in to ask how else I could make an appointment a very disinterested receptionist told me that they knew they had problems with the online service and to call for an appointment. When said that system didn’t work either. Therefore my only option then was to call 111 go to A&E or change GP surgery. The receptionist did not respond and just shrugged her shoulders. Unbelievable!
Visited June 2023
Review titled Langstone Way Surgery
Replied on 27 September 2023
We are aware that appointments are in short supply. Unfortunately, demand for appointments increased hugely during the pandemic and this has not eased since. On-line booking has become so popular that all available appointments are fully booked within minutes of the system opening at 8.00 AM each day, so although you may surmise that it isn't working, it is. It is simply that we have to close it very soon after it opens or we are overwhelmed with requests that we do not have the capacity to fulfill. As a result of the popularity or on-line booking we have revised our booking system and do now hold back some appointments for release only via a phone call to the surgery and some that we also only release in response to a call at 1.00 pm each day. This allows those without on-line access or who develop a problem later in the day a chance to request an appointment as well as those who submit an on-line request at 8.00 AM. Additionally to this, we have lost several staff members over the course of the year and this has further reduced appointment availability. It has been a challenge to find staff to replace them given the current shortage of qualified clinicians available to hire and the competition from other areas of the sector and other surgeries. However, we have now found additional staff, so appointment availability has now improved. Appointments are also available via the out of hours hub and at weekends, so if you are also prepared to see a clinician at an alternative location or outside of core hours, this will improve your chances of securing an appointment. I am sorry for any difficulties experienced.
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Review titled rubbish
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2023
the staff not helpful at all can't get through the phone to ask a question or want to speak to someone about my scan result if i go and see them about a letter came from the GP for a blood test they have no clue what so ever they don't even try to help i email them about prescription and attach INR reading they don't even bother to open the attachment until i go and see them in person to tell them...what type of staff are these
Visited May 2023
Review titled Langstone Way Surgery
Replied on 31 May 2023
I am sorry that you are having difficulty contacting the surgery. The phones are less busy during the afternoon, so that may be a better time to try to call. We are short-staffed at present and are doing our best to find new replacement staff. This will take some time, so please be patient whilst we go through this process. It is currently difficult to find staff willing to take up posts in the NHS and this is affecting our ability to be as efficient as we would like, but we are working on a solution to this problem and hope to be able to improve our response times as soon as possible.
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Review titled Terrible service do not register
Rated 1 star out of 5
by Anonymous - Posted on 21 April 2023
You have to use an online service to book an appointment it is impossible over the phone. The online booking is full after 10 minutes. They will not respond to emails, they do not follow up on prescription changes by hospital consultants, they rarely do face to face appointments even when you ask for one. They don't follow up and check on you when the ambulance service has been called and recommended that medication been adjusted. They don't respond to comments made on repeat prescription webforms (even though there are no ways at all to communicate with the practice. The doctors themselves are embarrassed at the service that their practice provides
Visited April 2023
Review titled Langstone Way Surgery
Replied on 31 May 2023
I am sorry to hear that you are dissatisfied with the service you are receiving from the surgery. We are in fact attending to all of the things you mention, albeit with some delay. Like many areas of the NHS at present, we are affected by loss of staff and difficulty finding new staff to replace them. Please bear with us through this difficult period.