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 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.
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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.
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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.
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Review titled Online appointment system is choosy
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
On the rare occasion I managed to submit a request on the online enquiry system but was texted back that all the appointments have gone today and I could try again on Monday so there is no first come first served anymore. Very unfair indeed.
Visited February 2024
Review titled Langstone Way Surgery
Replied on 23 February 2024
I am sorry that you have not been given an appointment. Please do try again as we find that most people do manage to get one within a few days. You do not need to state all the information again; just refer us to your original request. The system we us is not first-come, first-served. We operate a triage system to ensure that those with the most urgent issues are prioritised followed by those who have been trying for a day or two without success. This way, those who can wait because their problem is not urgent are not prioritised over those whose problem is urgent. This seems the most sensible approach to us given that requests for appointments each day usually exceed capacity available. You can try ringing to book as well. We have duty doctor slots for people who feel that their issue may be too urgent to wait until the next day. Just give the details to the receptionist and she will pass them on to the duty doctor who will either deal with the issue or advise that you should book using the usual channels. We also offer late appointments until 8.00 pm on Tuesdays which you can book in advance and hub appointments with a doctor or nurse at alternative locations close by and at Barnet Federation locations in the evenings and at weekends, which you can also pre-book by calling reception. You can also ask 111 for advice or a visit from a doctor or attend a local walk-in clinic. There is one at Finchley Memorial Hospital and another at Edgware Community Hospital. Please check their opening times first though. I hope these options may also be of assistance.
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Review titled Great practice
Rated 5 stars out of 5
by Nurhayat - Posted on 23 October 2023
I recently removed to this area. I have multiple serious diseases. I was registered promptly. Langstone Way Surgery is really working very well, well organized, polite and helpful All my previous medical records were provided without delay and I got a text message about my treatment planning Everything was arranged without delay. I got first class service from Langstone Way Surgery doctors and receptionists. Many many thanks Langstone Way Surgery. Nurhayat
Visited October 2023
Review titled Langstone Way Surgery
Replied on 25 October 2023
I am glad to hear that you are pleased with your experience of the service provided to you by the surgery to date. Many thanks for taking the time and effort to leave this much appreciated review.
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Review titled Great Practice
Rated 5 stars out of 5
by Irene Bentham - Posted on 03 November 2023
For two week's tried to get medication, which I cannot be with out, ar to call 111 last weekend, today 3rd November at to call surgery to get an appoinyment, wasn't able has fly booked, called neoulogy secretary, they called me back, said they would get consultant to call me which they did, and she would send an email to my Gp,called surgery around 3pm, to see if prescription was sent to pharmacy and also to check if they have recieved e-mail from neurology, was told no, so no prescription could be given yo me, called 111 tonight has I have only one medication left, so I'm left with out medication yonight has I need it in the morning, and a physician will check my notes and get back to me tomorrow morning,
Visited October 2023
Langstone Way Surgery has not yet replied.
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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.