Langstone Way Surgery
28 Langstone Way, Mill Hill, London, Greater London, NW7 1GRContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Langstone Way Surgery.
Reviews
-
Review titled Got an appointment!
Rated 3 stars out of 5
by Anonymous - Posted on 13 August 2024
On this rare occasion I managed to get an appointment to see a doctor and it was 8.15 in the morning when I did it online which was a wonder. I put it down to holiday time. I was satisfied with a referral for a test and possible future hospital appointment. I also was seen very quickly with barely five minute wait so impressive
Visited July 2024
Review titled Langstone Way Surgery
Replied on 16 August 2024
Thank you for your kind comments! We are pleased that you were happy with your appointment and hope that your issue will be satisfactorily dealt with at the hospital.
-
Review titled Not caring
Rated 1 star out of 5
by Zohreh - Posted on 28 August 2024
I have had a surgery and was looking for some support from my doctor but they were not helpful my wound was open and I asked to refer me to specialist as an urgent matter doctor said she has done it I checked with nurse week after to confirm they have referred me and she said yes 2 weeks later I called GP and find out they have not sent the letter. Now over 6 weeks and I my wound got worse still haven't received any support from my GP.
Visited July 2024
Review titled Langstone Way Surgery
Replied on 28 August 2024
Dear Zohreh, Having read your review, I checked on this with our secretary who tells me that the referral was indeed sent after a short delay in communication between the locum and our clinical team, but that the referral was rejected by the relevant hospital department who advised instead that you attend the walk-in clinic for a dressing change and review by the Tissue Viability Nurse there. This information was sent to you via text. Unfortunately GP surgeries are not equipped to provide this type of service. Please do follow the advice given and attend the walk-in centre. Thank you.
-
Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 09 July 2024
My ultrasound result was showing some abnormalities. I was quickly referred to hospital and booked an urgent appointment. I am very satisfied with their follow up.
Visited July 2024
Review titled Langstone Way Surgery
Replied on 31 July 2024
Thank you for your positive review. We are very pleased that this matter was dealt with to your satisfaction.
-
Review titled Caring GPs with on the day appointments
Rated 5 stars out of 5
by Anonymous - Posted on 17 August 2024
It is possible to get on the day appointments if you are quick and computer savvy. The appointments go quickly. The person ( whether GP or other practitioner) usually calls on the phone. In person appointments are not usual. Last month I wanted to see my GP but was seen by an associate GPand was then called later by my GP. Last week I needed a follow up and wanted to see my GP but was seen by a nurse practitioner. It takes longer to have to relocate my medical history when I see new people than if I saw my own GP. That could be a useful improvement.
Visited July 2024
Review titled Langstone Way Surgery
Replied on 22 August 2024
Thank you for taking the time to write a review for us. We take your point about seeing someone different at each appointment, but to be fair, the doctors themselves acknowledge that they see so many patients that they do not usually remember each person's medical issues and also have to read the notes each time they see someone to remind them of what that particular patient's probems are, so it would be unlikely that seeing your GP each time you cam to the surgery would speed up or improve your experience of the appointment. Secondly, because we have less GP availability than in past years, we are now having to use the GP's time more efficiently and make sure that anything that can be dealt with by another member of the team is dealt with that way, so that the doctors can concentrate on the issues that can only be resolved by a doctor. I hope this goes some way towards explaining why working practices have had to change over time. Thank you once more for your comments.
-
Review titled Worst GP
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2024
After calling at 8 am for many days it is impossible to get an appointment and you cannot book for the next day or week, which means you won't receive an appointment until weeks later. even calling at 1pm seems impossible. Referrals are highly unlikely as you need to wait for an appointment. you cannot go to the GP practice for an appointment either and the online system is always "unavailable" after 8am
Visited June 2024
Review titled Langstone Way Surgery
Replied on 25 June 2024
I am sorry that you are experiencing difficulties booking an appointment. We are aware that the volume of requests being received currently exceeds the capacity of appointments available. Demand for appointments has been increasing for some years now, hence why we introduced a telephone triage approach to appointment requests. This does at least enable us to prioritise those with the most urgent problems and we do find that even if you are not successful at booking an appointment at the first attempt, most requests are met within a few days of trying. It is best to try to book on-line, as then, you will not need to repeat the reason for your request; instead, if you are asked to try again, simply refer us to your original request. On-line booking is however very popular and that is why the system closes so quickly after opening each morning at 8.00 AM. Within minutes of it opening, we have already received more appointments than are available to book using the on-line system. You can also try to book by phone, but you need to ring at 8.00 AM promptly, as appointments available to be booked this way fill up very rapidly as well. If you get a place in the call queue that is lower than the top three, you will not need to wait on the phone in person however. You can instead opt to use the call-back option, which will allow you to put the phone down but retain your place in the queue and call you back automatically once your call nears the front of the queue. We no longer allow appointments to be booked in person at the desk to see doctors, physician associates or our advanced care practitioner in order to give all patients an equal chance of booking an appointment. We no longer book appointments for these clinicians in advance as we found that this led to wastage with patients not attending due to no longer needing the appointment but having failed to cancel it or not turning up because they had forgotten about it. If appointments are bookable only for the same day, there is less chance of it being forgotten and going to waste. You can still book some things in person at the desk in advance, such as child immunisations, routine chronic condition reviews and cervical smear tests. We continue to monitor how appointments are managed at the surgery to see if we can improve this at all, but the current system seems the best we can do at the moment. We are open to suggestions for further improvement, but all appointments are filled every day including all our duty doctor slots. We open until 8.00 PM on Tuesdays and also offer out of hours appointments after 6.30 pm and at weekends also at the local hub surgeries which can be booked in advance by phone only. A recent report supplied to the CQC confirmed that we are offering a reasonable number of appointments both in number and variety. The fact is that there is simply more demand than capacity to meet that demand at present and this is true, not just for this surgery, but the NHS in general at the moment.
-
Review titled No good
Rated 1 star out of 5
by Peter Smith - Posted on 30 June 2024
Receptionist very rude has no respect for clients and phone and put on hold for over hour and kept on phone and went to surgery two person on reception no body waiting phone still ringing and they don’t answer the call will find a new practice
Visited June 2024
Review titled Langstone Way Surgery
Replied on 31 July 2024
Dear Mr Smith, Having checked our phone records back to the 1st April 2024 to 31st July, I cannot find any record of any calls from you. If you were phoning from another number than that listed in your records, we will be happy to investigate the call you mention and why you were on hold for so long. It could be that you had selected an unmanned extension and your call was not waiting in the Reception queue. I am sorry if you found the receptionists rude or disrespectful. I hope you have a better experience at your new surgery.
-
Review titled Langstone Way needs surgery !! There is no help available
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2024
I am currently on hold on the phone system for the Secretary after pressing option 1. I am Number 1 in the queue since the start of call but have been on hold for over 55 mins today. I tried on Wednesday but had to give up after 30 mins again at position 1. I don't believe anyone is actually working there on the end of the phones. I am trying to get my right to choose referral processed but despite already sending an email with all the information i had a reply that i needed to book a doctors appointment. The online booking system hasnt allocated me an appointment and everyone refuses to help when i call the main reception asking for help. This is beyond a joke and i don't think anyone in the team actually care about this.
Visited May 2024
Review titled Langstone Way Surgery
Replied on 10 May 2024
Dear Patient, I apologise for the unanswered call to our secretary. She is working from home this week and should have arranged for her calls to be diverted to her location. I will ask her to arrange this. If you have been advised to book an appointment with a clinician, you will need to do this in the usual way. Your options are to submit a request via AccuRx our on-line booking system which you can access via our website, alternatively you can ring Reception, but you will need to call as close to 8.00 AM or 1.00 PM as you can as appointments are in very high demand and are quickly booked up. All our clinician appointments are for the same day to avoid appointments being wasted, so if you are not successful, you will need to try again the next day. However, if you submit your request via the on-line system, you will not need to repeat the information submitted again, just refer to your initial request. We find that most patients are given an appointment within a few days of trying. I assure you that we care very much, but we have many more patients wanting appointments than we have appointments available to give, so competition for them is high. Please persevere and you will be successful. We are doing our best to help as many patients as we can every day and try to be as fair as possible to everyone who needs assistance.
-
Review titled Rude and Unhelpful Staff
Rated 1 star out of 5
by Anonymous - Posted on 28 May 2024
I wanted to book an appointment for HPV vaccination which is offered under the NHS for under 25. However, I was rudely informed by the reception staff that it was not available and and could not tell me where I can go to have the vaccination. As stipulated in the NHS guidance website, anyone up until the age of 25 is eligible to have the vaccine for free on the NHS and advised to seek your GP. If Langstone Way Surgery does not offer the vaccine, then they should be able to advise alternative NHS options.
Visited May 2024
Review titled Langstone Way Surgery
Replied on 29 May 2024
I am sorry that our reception staff were not more helpful. I have reminded them of the situation as regards provision of the HPV vaccination. This is that if aged 18 or under, you should be able to get this via your school nurses, however, if aged between 19 and 25 years old, we DO offer HPV vaccination. Unfortunately, as your comment has been posted anonymously, I am unable to respond to you directly. It is always worth contacting the surgery direct if you have a query like this, as it is easily resolved. I am sorry that the receptionist you spoke to wrongly informed you.
-
Review titled More than 4 months waiting for an "urgent" referral letter
Rated 1 star out of 5
by LWS PATIENT - Posted on 27 March 2024
On 11th November 2023, Langstone Way surgery received a request from my hand specialist for referral to a hospital for a necessary, urgent and time-sensitive (as my injured hand impacts fundamentally on my livelihood as a professional musician) operation . Four and a half months later, having heard nothing at all (needless to say it had been impossible to book an appointment to see the GP in the interm), I walked into the surgery to enquire. The receptionist confirmed that there had been an “administrative appointment” scheduled on 4th December 2023 for the GP to attend to the letter, but added that nothing else was recorded following that entry. She said the only thing she could now do was to make another appointment for the GP to read said letter - but not before 4th April 2024. Just to confirm what you just read: an appointment, not for me to see the GP, but an appointment the surgery would make for the GP to read (again?) a letter sent to him four and a half months ago for an urgent referral …. I still haven't heard anything today - fifteen and a half weeks since the surgery received my specialist's letter. and, sadly, the receptionists were characteristically (for Langstone Way Surgery) unhelpful and dismissive, delivering the devastating news.
Visited March 2024
Review titled Langstone Way Surgery
Replied on 27 March 2024
Thank you for your comment. I am sorry to hear of this and puzzled about why this might have occurred. As you have unfortunately not left your name in connection with this comment, I am trying to find out your identity from our reception staff to see if I can investigate this for you and if there may be some reason why this has not yet been done. Just to explain about the 'admin appointment', we have a list of appointments for each doctor which are used to provide dedicated time for them to attend to administrative requests such as yours, so it is basically a list which is designed to ensure that such requests as this are not lost or forgotten - not that this seems to have worked in your case and hence why I want to find out what has gone wrong here and ensure that this referral request is attended to. Please accept our sincere apologies about this and if you see this response, please leave a message for the practice manager with your name, so that I can look into this for you. Thank you.
-
Review titled 1 hour and 6 minutes waiting to speak to someone
Rated 1 star out of 5
by Annie - Posted on 26 February 2024
Called at 8.08am for an emergency appointment for my child and was told that there are no appointments available I was then told to call back at 1pm to be given an appointment as my child needed to be seen. When I called at 1pm (On the dot) the phone line kept terminating the call. I called 11 times. Eventually the phone lines began to work and I was told that I was 10th in the Queue. I was then on hold for 1 hour and 6 minutes to be told that there are no appointments available. I was advised to contact the 111 service which I had already done and 111 told me that I needed to go to the gp. What a complete waste of time and an appointment system that clearly does not work.
Visited February 2024
Review titled Langstone Way Surgery
Replied on 27 February 2024
I am sorry that you had to wait for the phone to be answered. There is a call-back option at the end of the message that allows you to put the phone down and retain your place in the queue, so you don't have to hold on for all that time. The system will automatically call you back once your call nears the front of the queue. If you feel the issue is an emergency, then please mention this when you speak to a receptionist. We have duty doctor appointments available for these types of problem. You will need to give the details to the receptionist, who will relay this to the duty doctor who will either deal with the issue the same day or advise that you can make a routine appointment in the usual way, if they feel that the problem can wait. The 111 service can also send a doctor to visit, so you can ask about this also. If you feel that the issue is very urgent, you should attend A&E. We are receiving more requests than we have capacity to be able to meet at present, so appointments are hard to get. We do triage requests and if you can try to book on-line, this may be a better way to try to book as this enables us to see if something is urgent more easily than via phone call and to prioritise the request if it is felt that the problem is urgent. I hope that this advice helps going forward.