Longrove surgery
Vale Drive Primary Care Centre, Barnet, EN5 2EDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Very Helpful and friendly staff
Rated 5 stars out of 5
by Anonymous - Posted on 27 June 2024
I Attended the surgery recently and as greeted by a very friendly receptionist, she helped me with my quires. She was very informative and helpful. I feel that this surgery has come leaps and bounds in patient service and wish this continues. Thank you for all the help I have been given
Visited June 2024
Review titled Longrove surgery
Replied on 28 June 2024
Dear Patient, Thank you for taking the time to give us feedback on the great customer care your experienced at Longrove recently. Although we are a very busy surgery, we always try to do the best for our patients. We have passed your comments to our reception team. Thanks again for taking the time to review the practice
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Review titled Probably good doctors ,but your never know
Rated 2 stars out of 5
by Anonymous - Posted on 23 June 2024
Very unhelpful receptionist quite rude ,you told to go and see a doctor with a persistent cough but your unable to get a appointment
Visited June 2024
Review titled Longrove surgery
Replied on 24 June 2024
Dear Patient, We are sorry you feel that we don’t provide a better service. As your comment has been left anonymously, we are unable to reply to you with a more personalised response. If you wish to discuss this further, please put your comments in writing to the Practice Manager so we can investigate. Thank you.
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Review titled Not a great experience
Rated 2 stars out of 5
by Anonymous - Posted on 07 June 2024
I don't normally provide feedback but what a performance I have had trying to get an appointment. I called approximately three weeks ago late afternoon and was waiting in the queue for over an hour. The call back option was not working. I tried again a couple of days later and managed to use the call-back option. No one called back! I gave up and visited the surgery to make my appointment a few days later. I was offered a telephone appointment approximately 3 weeks later which I booked. A number of days later I was passing the surgery and popped in to see if they had an earlier appointment. I was offered an appointment at 09:30 7th June 2024 which I took as this was now only just over a week away. I should add that I also went through eConsult (twice). The confirmations I received stated that the surgery would get back to me by a specified date. I did receive one text message to one of the eConsults with a link to book an appointment or to call the surgery for an appointment (laughable). I turned up for my appointment this morning only to be told there was no appointment for me.
Visited June 2024
Review titled Longrove surgery
Replied on 07 June 2024
Dear Patient, Thank you for your review left toady. We are sorry you feel you have not had a great experience. We strive to offer our patients a good service. We have checked our system and note that you did attend for an appointment today, 7th June 2024, however the appointment was booked for the 11th June 2024 and not today . The receptionist you spoke to today offered you an on the day appointment for 12 o' clock today, however you declined and opted to keep the appointment on the 11th June instead. We have checked your records for your e-Consultations and note on each occasion, the first being 22nd May 2024 and the second the 31st May 2024, where you described difficulty accessing the GP surgery by phone, that you were sent a booking link text to book an appointment online OR telephone the surgery. Many of our patients find the booking link feature a preferable way to book an appointment as it allows them to book an appointment to suit their diary. It is not clear from your review if you were unsuccessful in booking using the link as in the meantime had come in person to the surgery to book an appointment. We have checked with our phone provider, who confirm they have had no reports of technical problems with the Queue Buster feature recently, however without specific dates we are unable to investigate this further. If you wish to discuss the matters raised further, please do contact the surgery where we will be able to look into the Queue Buster feature to offer a full personalised response once you provide dates and times you contacted the surgery . Thank you
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Review titled Appointment line
Rated 2 stars out of 5
by Anonymous - Posted on 20 June 2024
Not the first time i have to make an appointment over the phone, the System does Not work. I spent 45 minutes in a queue from 5.45pm Thursday 20th. Website says appts from 8-6.30pm the call back never calls back. and the line shuts off. its not good enough, this has happened several times and the last time ( before today ) i called again using a different option, Enquiries to be told there wasnt anyone in the building to take calls for appts. then close the line down, leave a message to save people hanging on for an hour when there is no one to pick up. Awful Service.
Visited June 2024
Review titled Longrove surgery
Replied on 24 June 2024
We are sorry you feel that we don’t provide a better service and you experienced difficulties accessing the surgery by telephone to make an appointment. As your comment has been left anonymously, we are unable to investigate the system for technical faults or reply to you with a more personalised response. If you wish to discuss this further, please put your comments in writing to the Practice Manager so we can investigate. Thank you.
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Review titled Awful run practice
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2024
I had to contact this surgery for a friend. After 45 minutes queueing I decided to press 1 & wait for a return call that never happened!….I have visited the surgery with a friend & it’s terrible the receptionist should be retrained in how to treat patient's. I know nothing about the GPs but I’m told they are very good if you get an appointment. I would like to know why the phones are never answered & why the message relates to Covid that was two years ago!..Receptionist are not clinicians so why stop patients getting an appointment?..The entire surgery needs a complete overhaul on how it’s run…..Im surprised its still open…Most review answers say the same thing. They strive to be compassionate etc sadly I have not found this for my friend :(
Visited June 2024
Review titled Longrove surgery
Replied on 28 June 2024
We were disappointed to read you had a less than satisfactory experience in accessing an appointment by telephone recently for your friend. Our telephone greeting does highlight the increase in demand to the practice over the recent years since the pandemic, however this is not the only factor in increasing demand. Our receptionists use a system designed by our clinicians to ask a series of questions to patients to ensure patients are seen by the most appropriate member of the clinical team or signposted for example, to the pharmacy. Our telephone system includes a queue buster feature, which appears to have failed on this occasion, however as your review is anonymous, we are unable to trace the call records to identify a technical error and report this to the system provider or offer you a personalised explanation. We have several receptionists within the team and we would be unable to ensure further customer care training could be arranged, if required, without the benefit of a name or description of the member of the team you spoke with. However, if you are able to contact the surgery and provide your details and phone number we would be more than happy to look into all the matters raised and be able to offer a personal response. We would like to assure you that the practice team do strive to offer an excellent level of customer care despite the ongoing pressures the NHS faces . Please do contact the surgery by letter addressed to the Practice Manager in order for us to investigate this further. Thank you.
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Review titled Appreciation
Rated 5 stars out of 5
by Farah Naini - Posted on 19 June 2024
The GP I spoke to ( not allowed to use name ) was very efficient, caring and helpful. She took time to sort out my ongoing problem with longrove very efficiently. The gentleman booking receptionist who arranged the appointment on the day was very good as well, thank you. Please note that I was waiting for 49 minutes to get connected to appointment line and had to press 1 for call back which happened 3 hours later. Do you find it acceptable?
Visited June 2024
Review titled Longrove surgery
Replied on 24 June 2024
Dear Farah Naini, Thank you for your comments. We always endeavour to try and be as helpful and supportive as we can for our patients, even though we are under a lot of pressure in the NHS. We are sorry you experienced a lengthy wait to have your call returned and we will pass this query to our telephone providers to look into the queue buster feature as you should not have had to wait this long for a call back. Your comments have been passed on to our reception and clinical teams and we do appreciate you taking the time to review us.
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Review titled Bad Customer Services
Rated 1 star out of 5
by Anonymous - Posted on 04 June 2024
Waited for over an hour to be connected , the service out of order how can that be ? when i walk in to the surgery there is no one siting in the waiting room, yet the phone doesn't get picked up for hours on end. What's is going on? Yesterday on the option to call back gave my number no one called back so i had to sit on the phone again for over an hour to get appointment.
Visited June 2024
Review titled Longrove surgery
Replied on 05 June 2024
Dear Patient, I am sorry you experienced difficulty accessing the surgery by phone recently. We can confirm the longest call waiting time on Monday 3rd June 2024 was 15 minutes and 30 seconds and that 368 calls were answered. We have checked with our phone provider, who confirm there were no reported technical issues with the queue buster feature, and I am sorry you were not called back via this phone feature. As your review is anonymous we are unbale to look into this further using your telephone number or offer a personalised response. If you contact the surgery and leave your details we will look into this further and be able to offer a full response. In the meantime you can find details of how to raise an e-consultation on our website at www.longrovesurgery.co.uk Thank you for taking the time to leave your comments. Longrove Surgery
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Review titled No One Cares
Rated 1 star out of 5
by No One accountable - Posted on 10 June 2024
I have been requesting for several years to see the named GP to establish a rapport with the practice, especially for my special needs son. On the occasions I managed to book an appointment with a GP at the clinic, the attending GP was either visiting or covering for someone. Any requests for follow-ups or additional appointments were directed to unhelpful reception staff who would say that they have no appointments available for the foreseeable future. The only options given were to call every day at 8 am or during other allocated times when appointments might become available. The task of making an appointment itself is so stressful that one might need medical help after going through the ordeal of booking an appointment. My son does not receive any yearly check-ups or general well-being follow-ups. I was shocked to learn that this is a standard practice that the surgery should provide for a special needs child, but even upon my requests, they have failed to do so.
Visited June 2024
Review titled Longrove surgery
Replied on 11 June 2024
Dear Patient, Thank you for taking the time to leave a review and we are sorry that you have experienced difficulty obtaining an appointment. As your review is anonymous we are unable to look into this further or offer you a personalised response but would encourage you to contact the surgery and ask to speak to our Reception Manager regarding matters raised in your review. Thank you
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Review titled Very efficient
Rated 5 stars out of 5
by Stephen - Posted on 27 June 2024
Used the ecosult for the very first time, so easy to use when trying to get an appointment with the surgery, was contacted by the surgery within a very short time to be offered an appointment with them the next day receptionist was very friendly ,polite and helpful ,can not fault the professionalism or all involved in this surgery,would highly recommend this practice
Visited June 2024
Review titled Longrove surgery
Replied on 28 June 2024
Dear Stephen, Thank you for sharing your recent experience regarding your communication with the surgery. We are delighted to hear you found navigating our E-consult service easy and that your interaction with our reception team was very good. We always endeavour to try and be as helpful and supportive as we can for our patients, even though we are under a lot of pressure in the NHS. Your comments have been passed on to our reception team and we do appreciate you taking the time to review us.
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Review titled Outstanding healthcare practice
Rated 5 stars out of 5
by Edward hynes - Posted on 08 August 2024
I booked an appointment online the reception staff very helpful and understanding about my healthcare issues. They took time to listen and organise an appointment for me With healthcare professional who gave me great advice
Visited May 2024
Review titled Longrove surgery
Replied on 12 August 2024
Dear Mr Hynes, Thank you for taking the time to give us feedback on the treatment you received from Longrove recently. We are a very busy surgery and aim to always do the best for our patients. Thanks again for the kind comments, which have been passed to the reception and clinical teams.